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| - Edited a day after the original post... new first paragraph added.
After attempting to call three more times I finally got through and spoke with the store manager, Monica, who was wonderful. She took my info, looked into my complaint, and called me back within the hour with a resolution. I changed my initial 1 star to 3 after speaking with her the second time.
I typically love JCP and often shop at my local store (Ahwatukee) but decided to stop by the Tempe location since I was in the area. Big mistake.
First, it was 2:30 on a Wednesday and the store was very slow, but I couldn't find an employee anywhere. I was looking for the boys section but all of the signs said either infant/toddler sizes or sizes 8-20. (We were looking for 5-7.) We finally located the slim selection they had right under a large sign stating "Boys 8-20", but at least we found the right area, because throughout our search there wasn't an employee to be found (not for lack of trying!).
We finished up our shopping (still didn't see any employees) and headed to the checkout. I told my kids that all of the workers must be up front, so at least checkout should be speedy. Wrong again! We stood in line for over 20 minutes, and when we finally reached the front of the line I was frustrated not only with the wait time, but with the fact that I couldn't open either my email or the JCP app. I informed the guy who was checking me out that I'm a Rewards Member and I knew there was a coupon, but I didn't know the code or the specifics of the coupon (their coupons have A LOT of exclusions). I also told him I had a text for 25% off, which I'd use if it was the best deal. His response was "oh I know, the cell reception is terrible in here!", so I asked if he could tell from my rewards which coupon or discount I'd be eligible for. He took my phone number and said I hadn't accumulated enough points for another reward yet, and I asked again about my coupons and text code and he nodded and said "gotcha", which I took to mean he'd apply whatever discount I was eligible for. My purchase included several items and with 2 little kids who had been waiting pretty patiently throughout our long time in line I turned my focus to them, setting my phone with the text code on the counter in front of him.
By the time he handed me my bags we all just wanted to get out of there, and the line behind us had grown to nearly twice as long as it was when we got in it, so I left, admittedly without checking my receipt. I did so when I got home, and no coupons, discounts or codes were applied.
I tried calling the store several times prior to writing this review (11am on a Thursday), but when the phone rang and rang with no answer until finally I was disconnected every time, I decided it was time to share my frustration on Yelp.
My advice if you plan on visiting this store would be: make sure you've got PLENTY of time to stand in line, have a good idea of what you're looking for and where to find it on your own, have any coupons or codes downloaded and ready prior to entering the store, and closely check your receipt to be sure all proper discounts have been applied.
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