The former head of Apple Retail is now CEO of JCP. He was brought in to turn the chain around. This will take some time. The discontinuation of the perpetual sales and coupons was to streamline the shopping experience. The return policy has been made more friendly as well...
The new return policy is killing them, though they won’t admit it.
Recently, I had to exchange an old suit, one that had been clearance out two years ago, because the customer had a receipt that said, “JFerrar, black stripe jacket/pants”.
Well, that was the new one and even though I know the merchandise in the suit department and knew the suit was an OLD one, they made me give him an even exchange for a brand new suit.
He also had another old suit, one that was worn and dirty, which he tried to say he bought a couple of days earlier. Since he had no receipt, they offered him bottom line price of $20.00 for the jacket and $10.00 for the pants. He took it.
Oh and they will give cash if a customer insists. So, we have people coming in with old merchandise, or name brand merchandise that they have purchase elsewhere and they are getting cash back for it.
They claim that the policy will cause more customers to be loyal to them and that loyalty over the course of time will offset the losses due to chiselers.
It is frustrating/demeaning as a sales associate to have to treat these liars and thieves like a valued customer. The guy I mentioned above just chatted me up as if he wasn’t a big, fat liar and thief getting over on me.
Morale is VERY low among employees.