JCPenney in Mesquite, TX Open now

Reviews about JCPenney

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  April 03, 2019, by Scarlett1960
  JC Penney has really changed and it is not a good change. I purchased a Bulova watch from JC Penney at Town East Mall in Mesquite, TX in January, 2015. At the time, I purchased an extended warranty for a very nominal fee. One of the benefits of the warranty was that I could bring my watch in and they would replace batteries for me. The warranty expired in January, 2017; however, since I did not know of any other place to take the watch for a battery change, I took it in to the Mesquite, TX store on December 7, 2017. I fully expected to pay for the new battery. I waited for a few minutes as there were only two associates working in the jewelry area and it is Christmas shopping season. One of the two associates approached and asked if I needed assistance. I showed her my watch and told her that I wanted to purchase a battery and have it installed. She immediately informed me that she could not provide this service, but that the other associate could. She then proceeded to tell the other associate that she was going to lunch and she left. There were customers (other than me) still waiting for assistance. The second associate wrapped up the sale with her customer and asked to see my watch. She then informed me that she could not change the battery. While I was waiting, I saw the associates sell those warranties to other customers. The associates told the other customers that batteries and installation of batteries were covered under these warranties. I asked the associate why they were selling warranties and telling customers that batteries could be replaced and installed under the warranty. She advised that there were some associates in the store who could change the watch battery, but she did not know how to do it. I asked to speak with the store manager. The associate did page the store manager, but he never bothered to come to the jewelry department. After I left the store, I contacted JC Penney’s Corporate Office and told them about the poor customer service experience. The Customer Service associate was very apologetic and said that he would ask the store manager to contact me regarding my experience; however, the store manager, again, failed to respond. I would suggest that consumer’s take their business elsewhere. I truly believe that the bad customer service is a part of JC Penney’s financial woes and my guess is that Penney’s will cease to exist in the not too distant future. 12/09/17 -- Update -- The District Manager for this store contacted me via phone and apologized for the unfortunate experience. He promised to address the issues with the store manager.