I am extremely disappointed with our recent experience at JCPenney Portraits.
My family and I arrived 8 minutes late for our appointment and were told we had to reschedule due to a late arrival policy that is not stated anywhere on the website or in appointment confirmation emails. What made the situation worse was the way we were treated.
When we arrived, the front desk associate did not greet us or speak to us at all--she simply got up and brought another employee over to tell us we had to reschedule. When I calmly asked for an explanation (especially since we've previously had to wait 1-2 hours even with an appointment), the front desk employee began raising her voice and repeatedly told us we needed to cancel or reschedule because they were "fully booked."
Another employee stepped in and just repeated the same thing, which felt condescending and made me feel as if I wasn't being listened to or understood. When the front desk employee eventually offered to reschedule and I agreed, I asked what the next available time was. She ignored my question, then asked me what I was going to do. When I repeated myself, she rolled her eyes at me.
As we were leaving, she said, "Don't come over here with that attitude." This was completely uncalled for. At no point was I disrespectful--I was simply asking reasonable questions and trying to understand the situation.
I understand that the holidays are busy and stressful, but that does not excuse rude, dismissive, and unprofessional behavior toward customers. Policies should be clearly communicated, and customers should always be treated with respect. read more