I have historically had a good opinion of JC Penny's and what its CEO is trying to do to modernize the store. I have also had good holiday shopping experiences, so I thought I would stop for Black Friday after a pleasant Thanksgiving meal with some friends. What a mistake! The line to get into the store 30 minutes after opening time was down the length of the mall. But that was expected and fine, as there was plenty of security and the line moved quickly. One disappointment: the free coupons. There was a coupon for a percentage off (but that was not good until a later time). The deal was actually $10 off for Black Friday.
The exit process was not as thought-out as the entrance process. There were 4 or 5 cashiers and a blurred line that snaked through the whole store. No security and an unclear route, so there were many almost confrontations between people trying to sneak in and those who had been waiting..and waiting...and waiting. I waited 90 minutes to check out! With no carts or mesh temporary shopping bags like many stores have, it was an ordeal to balance a handful of items (actually I would have bought more if I could have carried any more). I'm still not sure all of my items survived my journey on the line through the store to the cashier. It was very hot in the store. An employee handing out chocolate kisses was a nice touch, but mine was melted by the time I got checked out and a chance to eat them. Despite malfunctioning register and other trials, i was finally able to escape, dehydrated, and probably could have been competitive with Nick Nolte for worst mug shot ever, an hour and a half after getting in line.
But I do not blame the workers for this inefficient and aggravating set-up. In fact, I thought the supervisor(?) Tara did an admirable job of trying to fend off the sneaks, answer questions, calm down angry customers and keep the check -out moving. Andriana, a cashier, was also helpful and stayed cheerful throughout. I feel compassion for employees who are forced to work and be away from their families on holidays. Many of them on the floor were dazed and clueless. I would have been very supportive (and, as it turns out, much happier) if JC Penny's had been closed on Thanksgiving!