What a Disservice

I like JCPenney - I've shopped there for many years - and yesterday's experience was good also.  I went in looking for some new pants for my mom.  And being much shorter than me - I was shopping in the petite department for her.  I had no idea they had so many choices - they had pants that were short, pants that were petite AND pants that were short petite!  Who knew there was something called short petite - actually - someone at breakfast this morning knew and said they are a rare commodity!  So I feel pretty blessed to have been able to find not just one - but two pairs of pants in short petite for my mom.  Anyway...  I went up to purchase the pants and the sales associate was just wonderful!  At the end - she mentioned that there was an online survey that I could take to get a coupon - and if I was happy with her service - to please mention her name.  I'm all for making sure people get credit when they provide this kind of service (not that I'm always this diligent - but I try).

So I go online this evening to take the survey - answer the questions - and at one point there is a free form box that asks if I have any suggestions for improvements to the store - I mention that I was disappointed in the shoe department by the sales associates that were standing around talking and not offering to help any of the customers.  I continue on with the survey - waiting for the free form box that I can mention what a great job Nell did in helping me - when I'm all of a sudden at the end and the coupon appears - there was never another spot that I could make my comments about Nell.  So they want to know what kind of improvements to make to the store - but don't want to know what was right with the store - unacceptable.  Now I'm frustrated because I want to make sure that Nell gets some kind of credit - I know how nice it can be for a customer to recognize the service that I have provided.

Well, I couldn't let it just rest at that - I immediately went onto the website and sent them an email about what a nice job Nell did and how I was unhappy with the survey since I wasn't able to provide any positive feedback.  And, of course, the skeptic in me doesn't think that they will respond at all - but what a disservice to their employees to not allow the customer to give them praise - I wish I had written that in my email - if I hear from them - maybe I'll include that in a response.  How was I to know that I needed to write my kudos in a box with a question about improving service.  Unacceptable!