Chaotic... That's the one word I would use to describe this place. Of course, I will provide details to explain... I stopped by today, 12/27/2018 to purchase new glasses for my daughter. Upon arrival, we were greeted by Desiree who proceeded to tell us about the promos for customers without insurance (I'm not sure why she assumed this would appy to me, but it doesn't). I let her know we had insurance and inquired about pricing. She then told me she had to clock in and ran over to the register... And didn't come back, engaged in a full conversation with two other employees regarding scheduling and availability. I proceeded to walk over to the register as she had seemingly forgotten about us. At that point she ask Marlene to assist my daughter and I. Marlene, New Associate in training was great! She maintained a positive, attitude despite the number of customers that began to trickle in after me (at least 10 while I was there) and tried her best to remain attentive despite the numerous technical difficulties that occurred and occasionally having to wait for Desiree to come back and assist as there were certain processes she was unfamiliar with. At one point. We needed to call my insurance company, but the issue was there was only one phone for the entire store and the optometrist was using it. Throughout that time, several customers had to needed to have the insurance company's called as well, but again everyone was waiting for the same phone line. I proceeded to call my insurance company on my personal cell phone as I had already been in the store for 45 minutes at this point. Marlene also called on her personal cell phone. The issue was still unresolved, the conclusion was that Marlene could manually enter all pricing and information needed and I was offered to pay out of pocket and apply for reimbursement. Needless to say, I ended up leaving after 1 hour and 10 minutes without any merchandise being ordered and insurance coverage available. During several points throughout my visit, I witnessed Desiree's complete lack of regard for customer service issues related issues that were directly related to product quality, technical difficulties and delays due to the lack of proper equipment. I would highly recommend improving these processes and not having only two Associates available, one of which being in training (especially during the holiday season) and having limited access and knowledge as it creates an unpleasant customer experience.
I'm old & not very good at remembering names, but some pretty little girl with a very nice smile & pretty eyes helped me pick out my glasses. She helped me pick out my prescription sunglasses & adjusted them for me about a year ago. I believe her name was Jeanie???? When my glasses came in some little kid with tattoos on both his arms adjusted them. They both did a great job. Both were very patient with my wife & I & +we didn't have to wait very long for their help. I now have the PERFECT sunglasses & glasses. Whoever thought that J C Penny was the place to go for prescription glasses & sunglasses.
I continue to have fabulous service for glasses there! I find the sales agents consistent each time I go. This last time the sales agent helped me hunt for replacement frames for glasses two years old. They were finally out of warranty after 2 years and the arm broke off. She called several places and found the same frames so I could just swap out the lenses. All I had to do was pay for the frames. Thanks guys for helping me find a perfect solution and not just telling me I have to buy new glasses.
I've had nothing but good service there. However, it's obvious they are understaffed. So, you really can't blame the associates if people have to wait, blame the management. I have had to wait, but when I am served, the associates are very good and helpful.
Awesome service! Always friendly and helpful
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