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JC Penney Optical


Under Trained people working ing in the Optical Department

Complaint Rating:  90 % with 39 votes
90% 39
Contact information:
JC Penney
Aurora, Illinois
United States
Phone: 630-851-0305
I needed new glasses in a hurry, the "thick" metal frame around my lenses cracked at the corner and would no longer hold the lense. I had previously purchased this pair and another pair of glasses from JC Penney and thought I might try them again. I looked online and saw that they had a special of 2 pair of glasses for $129, for frames valued up to $130/pr. I looked online to see what frames they had available, and found several, however, when I called my local JC Penney, they informed me that they only had one of the the three frames I selected and only in pink. I asked how much the frames were that they did have, well they were $159, so I made the appointment for the exam.

Everything was fine except when it came to selecting the frames and settling the bill. The only frames available @ $130 or less were of subpar quality at best so I wound up purchasing frames @ $230 and $160, plus $30/pr for lineless bifocals, and asked them to be expedited because I could not continue wearing glasses secured with a rubberband around the lense. I asked the sales person to explain the break-down of my now $318 bill, a far cry from $130 (not including the exam mind you). I didn't feel the sales person was very qualified to mark my lenses for the location of the bifocal, because she couldn't figure out how to expedite my glasses on the computer system, nor could she explain the details of my bill. She assured me that she would expedite my glasses "manually" by leaving her manager a note. Well needless to say, the glasses were not expedited, as the manager explained to me that once it's in the computer, the shipment of glasses couldn't be changed. The glassses were "hostage" to whatever was put in the "computer" and the only way to get this done was to re-enter the order, for which the manager did not do, why I don't know, but she didn't.

I received a call from JCP Optical the next business day telling me that they couldn't get clarity of my insurance, in addition the $40 optical exam I was quoted on the phone and ultimately had, would now cost me $85, with a ten dollar discount so it would only be $75. Asked for the manager, she told me the salesperson made a mistake and in fact it would be $40 as I had been quoted previously. The only reason I didn't pay for it when I had the exam is because the salesperson could figure out what phone number to call on the back of my insurance card, and when she did the offices were closed.

The manager asked that I call back on Monday to check the status of my glasses as she would do her level best to get my glasses to me in FOUR BUSINESS DAYS, as I had been promised. Well, I called on Monday, my glasses should be to me on Tuesday evening or Wednesday, however the proceeds to tell me that they might be ready on FRIDAY! She says this almost laughing, so much so that I commented on the fact that I know she thinks this is funny, but it is not.

My hands are tied, I am forced to walked around with rubberbanded lenses, for NINE DAYS hopefully, less. The manager asked that I call back tomorrow to check the status.


So mad I can't see straight (literally)
Complaint comments Comments (14) Complaint country United States Complaint category Vision, Glasses, Lenses


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 23rd of Oct, 2008 by    0 Votes

JC Penney - late fee
United States

I tried talking to someone whose name began with a "d" but he was someplace in India and i could't understand him. He said something about yes he could take off the late fee but there was a catch--and that I didn't understand Of all the people in the US looking for work why is this shippe to India I am not sure I want to use J C Penney any more
 28th of Oct, 2008 by    0 Votes

J.C.Pennys - jewelry fraud
Clearwater Beach
United States

I purchased a1/2 ct diamond pendant, original price at the time was 1000.00, got on sale with tax for 861.00 a couple of years ago. I only have bank statement of transaction.

anyway we have had a terrible downfall in our lives and I was sacrificing my jewelry, and found out it wasnt a 1/2 ct, only 4.4 and that it wasnt worth 200.00, poor quality!!!

How can Pennys do that to a customer by high markups on bad quality... and advertise to be a 1/2 ct, and its not.

I think I should be refunded...If not not I will make sure that the
public know of the poor standards you have. this is a FRAUD towards customers.

I want some action done on this. My family is in need of funding, and this was a big let down that my pendant is practically a fake!!!

Mireille Dalman
 18th of Sep, 2009 by    -1 Votes
Whoa...I'm right there with you on this. JCPenny Optical is the 'worst' and I will never do business with them again.
You'd think I'd learn but I went back and over the past have spent a ridiculous amount of money on so-called specials AND having to return glasses because the lenses chipped out (twice) and 'now' they tell me that those frames I picked out originally can only have the 'pricey' carbon-something lenses. Never have they offered even a cent of reconciliation.
There specials are a joke. Half off everything! So...If I'd have paid full price, every pair of glasses I bought would've been between $500-600. OMG...!
Every pair that I've bought from them (total six pr), the lenses have popped out. They never stay in. The lenses themselves don't even fit the frames that I buy.
Regardless...I'm done with them and wouldn't recommend them to anyone.
Stupid JCPenny Optical consumer (I admit it...)
 28th of Oct, 2009 by    0 Votes
I purcashed tri focal eye glasses which I have wore for 30 years with no problems. These lines are right across the
center of my eye. I have to put my head down to watch tv. I was told those lines are exactly where they are
suppose to be by the book. They are still blurry out about a foot. I got them at jc penny store in alton illinois.
The only frames she showed me were gold, well I picked out one, when I look in the mirror I see gold flashing
at me. I went back and ask if they came in silver or another color. She said that was the only frame that would
fit these lens. I am not too happy. She said not many people can wear tri focals, I can understand why if the
lines are where these are. So I am stuck with them.
 8th of Dec, 2009 by    0 Votes
I am still waiting for my bifocals. Initially I ordered a pair of progressive lens glasses and was told they would be ready in two - three weeks. About two weeks later I was called and told that the glasses were in.

I went in for the fitting and was told that if I had trouble adjusting to them I could bring them back and exchange them. About a week later I did so, requesting regular lined bifocals. Told they would be ready in two - three weeks. So far so good.

It has now been nearly SEVEN weeks and the glasses are still "not in". About a week and a half ago the manager said (after my second call) that they were now ready and shipping from the lab and would be in the next day.

Lo and behold, the next day when I called she said that the lab had discovered a problem during quality control and they needed to be redone. I was asked to call back in a week.

The week ended today and I just called. Guess what? No glasses. She said she would call the lab and call me back. She just called and now they are ready and will be in tomorrow, or the next day.

All of the staff that I have dealt with have been polite, obviously JC Penny optical is mismanaged and inefficient. Almost two months for a pair a glasses to come in? Come on!
 17th of Dec, 2009 by    +1 Votes

Apparently, you don't realize the cost of progressive lenses. $318 for 2 pairs of progressives (lineless trifocals) is a STEAL considering in most places they retail for about $350-$500+ just for the lenses, and this, of course, depending on the quality of progressive you opt for.

I've found that most people who 'complain' about salespeople, and pricing are usually under-educated consumers, who don't read the specifications of a 'sale' and then place the blame on sales staff, who, are there to sell you what you ask for, and do not set pricing.

Secondly, I know for a fact, from my experiences with JC Penney optical, that they, like most optical centers, do not allow you to use both insurance, and a sale price. It's double dipping.

Oh, and ABQ... pricey-carbon... I'm assuming you mean Polycarbonate, which is a relatively inexpensive lens... usually about a $60 price difference, and well worth that for the fact that it's thinner and doesn't crack.

...instead of bitching, why don't you all research your products, and have a "sale" explained to you before you assume what you want is included. Like anything else in this world, there's always fine print.

*a happy, loyal, JCP optical customer for over 10+ years.
 6th of Apr, 2012 by    +1 Votes
If you have thick lenses, try a frame that is rimless on the bottom. The lenses shouldn't pop out. As for the sale prices- it's like a car purchase. There is a base price and every time you add something- the price goes up. An example of the 2 pairs for $129.00 broke down like this for the first commenter. $129 base/ $60 Bifocal/ Frame#1 $100 over/ Frame #2 $30 over = $319.00.
The reason the order wasn't put in again as "express" was because the store would be penalized as a "remake". That counts against the manager- and they are reluctant to do anything that counts against them because it means their job if remakes are above a certain percentage. As for the computer problems- that happens often as there are so many keys to hit putting in a single order- one wrong key stroke- it messes it all up. Business days are only Mon thru Fri. If you order on Friday it won't come in until Wed. and that's only if it was re-entered - which it's unlikely it was. Without the extra $10 rush fee- it goes to 10-14 business days. As for the doctor fee- the doctor is a private practice doc who drives in on certain days and his fee will be separate. You got lucky they didn't come after you for the extra $40 since that doctor was probably "out of network" or your plan was a "discount plan" and didn't get paid other then the first amount you paid. It's ashamed things went so wrong in the beginning. You now know that doc doesn't take your insurance so find one who does. Sale prices are only on certain priced frames and anything over or extra is tagged on to the base price. If you want that sale price - then it will be plastic single vision lenses on a frame under $130. Nothing else is included. All options are extra. (anti-glare/transition/tint/polycarb/express) I recommend calling ahead and asking who the manager is and having them complete your order. Signed: Been there and fixed it
 21st of Feb, 2013 by    0 Votes
Our experience with Penneys Optical has not been a good one and I WILL NOT ever buy glasses from them again.I will not suggest to ANYONE that they go there.JC Penny in Rochester, Minn.
My husband and I both bought regular and sunglasses from there May / June 2012.The coating on my frames peeled off and so did my husbands on his sunglasses.Had to pay 425 for mine to be replaced and I complained about my husbands cost too so they have us credit for his.Well the girl scratched the lens on his sunglasses while replacing the new lenses to the new frame.Did not want to pay to have them replaced at that time.Meanwhile my husbands regular lens were scratched terribly just from cleaning.A defective coating was found, refunded the cost for the replacement lens.Decided to pay to get the scratched lens on the sunglasses replaced since it was less money than the regular lens.We actually had both replaced since both were scratched.Cheap lens or what! Well the glasses came back with a lot lighter tint than originally had.The girl in the store had me look at them to be sure they were not scratched.She HAD TO HAVE NOTICED THE LENS WERE NOT AS DARK but did not say a word! I asked my husband about it when he got home and he said yes they are lighter but he was done dealing with this shit.He says they are fine but not as dark...I cannot believe all of the trouble we have had.If you can afford it and have insurance for vision I would suggest Mayo Clinic Optical.Best quality glasses!
 17th of Jun, 2013 by    0 Votes
I bought a pair of eye glasses from the JC Penny's Optical in Northstar Mall located in San Antonio, Texas a year and a half ago. From the very beginning the prescription was wrong so I had to return it twice before the lab finally got it right. Then the pin holding them together kept falling out so I added a drop of glue. Then the last straw was a smudge appeared inside the lens which was defective so I finally took them in and the lady said the smudge looks like some type of household cleaner. I told the lady I use nothing but eye glass cleaner to clean them. I told her I paid over $300. on the pair and I wouldn't think of using anything else. She said it was from me using household cleaner in my house and that must have gotten into the lens. I told her if that was true the right lens would become bad too, and that it didn't make sense. She sent them into the lab and they wouldn't replace the lens because of the drop of glue I put. I asked to speak to the manager and she returned my call saying they couldn't replace the lens because of the glue. I told them from the very beginning this whole thing was a joke and even if they tried to sell me a pair of new glasses for $10. I wouldn't spend another dime! I will never ever walk into that store ever again! Don't waste your time or money on them, you will regret it!
 22nd of Jun, 2013 by    0 Votes
May 31, 2013 - JCPenny Optical, Paddock Mall Florida (is owned by NU Vision, 1 Harmond Drive, Glen Oaks Industrial Park, Glendora NY, 856-228-100) In May 2013 JP Penny Optical was advertising 50 Off ALL Glasses, ALL Frames and All Options. I went to JCP. It took me a long time to select a frame. I eventually found a frame I liked in the sun glasses section. Designer Roberto Steffani cost $129.00. There are no signs as you enter the store that indicate any specials, except on a small table by the cash register. There is no indication that a certain section of the frames are already discounted by 50% Off. The sales person does not tell you this either. Well, I selected the frames, while waiting for my appointment. I said to the sales person, please give me a total cost of my visit as I am on a budget with a Pension and no eye glass endurance. I had to get invisible bifocals and selected the dark transition lens. Total cost $318.00, which I thought was high. Went in for the visit and proceeded to pay my bill. Total cost $364.00. I said to her, "I thought it was $319.00? She said we did not add in the Opticians cost. She then swiped my credit card and returned to me my credit card receipt, plus a pink slip from the optician. I left that store a little confused and overwhelmed from the whole process. I had no printout for what I was charged and I'm thinking how could one pair of glasses at 50% off add up to $365.00 The next day I was still in deep thoughts about this bill and called the sales person. According to her, the frame I selected were sunglasses and not a regular eyeglass frame and were not on the 50% off. I told her "you did not tell me that and it was not displayed in that section of the store" I then asked her why I did not get a printout of my expenses. She said I can get it when I collect my glasses. Jump ahead! Got the glasses and the printout. On the printout was the full price of the frames, $85.00 for each lens, ($20 for eye wear protection plan, which they never told or asked me if I wanted!!) Receipt $318 charged to my credit card --WRONG they charged me $364.00. The glasses were out of focus and had to be taken back. I made an appointment. When I arrived, I asked for an explanation of the bill. A fellow colleague at the Optical Company, saw I was annoyed and interjected "maybe I can help" I asked why the glasses were not discounted. Her words " O, these were already marked down 50%, so the frame was double that price" I said this is NOT what the other lady told me. She said they were not on sale, and I reminded her that no where in the shop was it displayed that the frames were not on sale or already marked down 50%. I also reminded her that the price was clearly marked on the frame $129. She then added we gave you a $4 discount on the 'sunspots frames' whatever that means. The lady then proceeded to tell me the frame I chose was wrong for the lens I selected which is why I was having a problem and to select another frame to the value of $129 and I can pay the rest. Should I select a frame for $258? I said to her 'do you know Gold & Wood Frames, she said no, obviously she knows nothing about designer frames. I was trying to make a point that I did not need metal frames to fix this problem since I had a pair of the most expensive frames you can buy! These people have no customer service skills and apparently don't know their products. Now here is the other part: On the same flier for May 2013 " FREE PRESCRIPTION LESES ON ANY (YES ANY) SUNSPOT FRAMESTARTING OVER $99. Since the frame was (let me see $258 or $129) then my lenses /prescription should be free. If a lawyer is reading this maybe they can help all of us here file a RIP OFF LAWSUIT WITH JCPENNY AND NU VISION OPTICAL, I still don't have my glasses!
JUST STAY AWAY FROM BOTH JC PENNY OPTICAL ADN NU VISION. This info in going to both parties after I see a lawyer. I am stressed, can't see and got headaches from those poor fitted lenses.
 18th of May, 2014 by    0 Votes
RE: Repeated Terrible Customer Experiences
From: Claire Jenkins
To: JcPenney Optical Service Management

To Whom This May Concern:
Thank you for taking the time to read my letter concerning the business affairs of JcPenney Optical at Paradise Valley Mall, Scottsdale, Arizona. I have been seeing Dr. Gallen since he was an Optometrist at Arrowhead Mall in Glendale, Arizona. He is one of the most professional doctors I’ve ever seen in 25 years of having eye exams in several different states. He was very pleasant and gave me the best prescription and advice to date. He also discovered that the glasses I was wearing before my first appointment with him were too strong of a prescription. I explained to him that I am a Law Student paying my own way through school, and he was encouraging and positive, yet very professional. He helped me by telling me about specials and the best way to save money on my glasses.
When I discovered that Dr.Gallen was moved to another location in Phoenix area, I didn’t mind driving the extra miles to go see him at his new location. He is now about 40 minutes away, but his services are worth the drive.
I went to his new location and ordered a pair of Dark Brown Ray Ban glasses and was told that they would be available the next day with a small additional fee. I gladly paid for the new glasses and overnight fee and was very happy with the services that I received. Then, everything started taking a turn for the worse.
The next day, I drove back another 40 minutes to pick up my new Dark Brown Ray Ban glasses that were ordered the day before. This time, there was another lady, ANNETTE, working the Optical Office at Paradise Valley Mall for Dr.Gallen. I went in and signed in and wrote that I was there to pick-up my new glasses. Annette did not acknowledge my presence for 30 minutes… didn’t even look at me or say hello or anything. I just assumed that she was busy, even though there was only one customer with her. I sat there and waited and waited and waited.
Finally, Annette acknowledged my presence and said “May I help you?” I said “Yes, I’m here to pick-up my glasses that I ordered yesterday.” She then brought my glasses to me and when she pulled them out, they were bright purple and there was some sort of damage to the left lens. The damage was so bad that it blurred my vision in the left side. So, I showed her the damage and told her “I’m sorry, but these are not the glasses that I ordered and there appears to be something wrong with the left lens.” She then got very snappy with me and started pressuring me to take the purple glasses. She also blatantly denied that there was any damage to the lens at all whatsoever. I COULDN’T BELIEVE WHAT I WAS EXPERIENCING.
Then, to make matters even worse, she began badmouthing the doctor and her co-workers to me. I was APPALLED. Thankfully, another employee walked in from her lunch break and noticed the damage on my left lens of the wrong colored frames. Annette just walked away from me and let the other employee, also a lady, take over my problem. Annette was very rude and was blaming myself and everyone else in the place on the mistake. She offered me no sort of resolution for this problem.
The other Optical employee apologized for everything and said that she would send in another order for me and have the left lens replaced. I thought that this was simply a human mistake and that it would be easily fixed. Boy, was I wrong.
A week later, I was STILL waiting for the Dark Brown Ray Ban glasses that I’d paid for. I would call the optical office and was told that they still weren’t in. Then, it got even worse. 3 weeks passed and no glasses. 4 weeks passed and no glasses. I called back and unfortunately, Annette answered this time. She was extremely rude and acted as if this was my fault. She continued to try to make me take the bright purple glasses and told me “I don’t know why they ordered you a pair of glasses that do not exist” and began badmouthing her coworkers AGAIN. I could not believe the work ethic and attitude of this person. Just shocked.
By this time, I was very frustrated and asked Annette if I could please just have my money back for a full refund and get another pair of glasses or go somewhere else to get them. She refused to give me a refund and told me that she was 100% certain that my glasses would be in in 5-7 more days. That would make if over 5 weeks that I waited for these glasses that were supposed to arrive in one day.
7 days passed by, and nothing. More frustrated, I called JCPenney back. This time another employee answered and was VERY HELPFUL. She seemed puzzled about why I had waited so long for my glasses to come in. I explained to her the entire situation. She put me on hold for a minute and came back and said “Your glasses are here and have been here for a while. I’m not sure how this happened or why she didn’t see them here, but I apologize for this. Please come and pick up your glasses.”
I was so happy that they were finally in, but still a bit confused as to why the employee, Annette, acted in this manner and told me that my glasses weren’t in when they indeed were in. Very confusing.
Anyway, I went to pick up my glasses and was treated with the upmost respect and professionalism by this other employee so much that I decided that I would go back to Dr.Gallen in the future.
Now, for the most recent disrespect from Annette. I scheduled a contact lens appointment for Sunday, May 18th, at 1:30. I drove 40 minutes to get to Paradise Valley Mall to see Dr.Gallen. I arrived on time, but there was some sort of event going on and the parking lot was extremely full. I finally found a parking spot and walked into the JCPENNEY OPTICAL at 1:34 on the dot. I was 4-5 minutes late.
I saw that Annette was helping another customer and she saw me but said not one word to me. I signed the check-in sheet at exactly 1:35 and just sat there waiting. Annette was about 4 feet away from me helping the one other customer there. The phone rang, and she was talking to another customer about a complaint on other employees. I couldn’t believe it! Then, at 1:55, she FINALLY acknowledged me and said “Can I help you with something?” I said, yes I had an appointment at 1:30 with Dr.Gallen. She rolls her eyes and rudely says “You were a no show so Dr.Gallen had to take someone else in your place. You will HAVE to reschedule.” I said “I just drove 40 minutes to get here and the parking lot was full, so I was 5 minutes late. No, I cannot reschedule. I confirmed my appointment with you yesterday. Why would you put someone else in my spot just for being 5 minutes late?” Annette then says to me “You are a no show. You can sit there and wait for a couple of hours. If you are lucky, someone else may cancel before we close tonight.” Then, just to make matters EVEN WORSE, Annette gets a walk-in, and tells them right in front of me that they will get to see the doctor next!
What in the world is wrong with this person? I have NEVER in my life dealt with someone as rude, unruly, and detrimental to a business. This is something that I have to bring to the attention of management. As a business manager of 15 years in the past, I see this person as extremely toxic to any business there is. Also, I cannot even fathom the hell that Annette is putting her coworkers through. Dr. Gallen is a VERY good doctor and I hate to think that this mentally unstable women is driving away loyal customers and causing chaos in the office by falsely accusing everyone else for her mistakes. I have absolutely had it with Annette’s level of unprofessionalism! I am very upset that I will have to find a new doctor, not be returning back to JCPENNEY OPTICAL, and also have to reschedule yet ANOTHER appointment with another doctor.
This is unacceptable and unruly behavior. Annette’s actions and work ethic are detrimental to your business and the wonderful Dr. Gallen. JUST UNBELIEVABLE! Please, do something about this horrible problem. I have literally wasted 6 hours driving back and forth to this location to stay loyal to Dr.Gallen and have NEVER been treated with so much disrespect!
Thank you for your time.
a very frustrated customer,
Claire J
 26th of May, 2015 by    0 Votes
I went to JC Penny with my fiance, he had lost his glasses, we had a 2:30pm appt. But we had to wait for a half an hour!, the staff were all rude, and one girl in particular was so obnoxious, all she did was brag to the manager about her sales, and how she beat him, for the day! I found this very offensive, they were all so rude, and the bill just gets bigger and bigger the more time your there minus the exam!!! The so called eye doctor only spent like 10minutes with my fiance, not much of an exam! Also the staff didn't seem to care that several people including us were having to stand as they had no seating, not one word about they'll be with you shortly or anything, the staff including the manager were rude, arrogant, and only seemed interested in keeping score on how much each person sold that day, in front of several customers!!! Will NEVER go back!¡!!! Linda Damonte linda102654@gmail.com this was Manchester, Connecticut's store!!! They need new staff of caring and competent people!!!
 26th of Mar, 2016 by    0 Votes
I went to the Trumbull CT store; I am a 40 yr old male, and was getting the first RX glasses of my life. When I turned around to look at different frames, 2 of the opticians were making fun of my looks, and an assistant was laughing b/c I was looking at "womens" eye glass frames. None of the glasses were marked as M or F, the collections were just arranged by the designer names. Then, a pair of sales $130 glasses came to $279. When I asked the heavy set female optician what the extra charges were, she became surly and never fully answered my questions. Several of the entries above clued me in as to why that happened. Apparently, I was being "sold" eyeglasses, not being assisted with improving my sight. Stupid me. I can't tell male from female eyeglass frames, and I can't tell when I'm being pushed into an overpriced item, by a SURLY SALES PERSON, AS OPPOSED TO A CARING, HELPFUL OPTICIAN.
This will be my first and last JCP Optical experience. Not only were ALL of the employees (except for the optometrist) rude and dismissive, but I was charged an exorbitant price for what I got.
Next time I go to an optician's office, I will call first, to see if the employees are on commission.
 2nd of Apr, 2016 by    0 Votes
Yes - JCP Optical in Trumbull CT is a scam.
No itemized bill - got nasty flack from older heavy female optician, when I asked for one.
Optician told me it did not matter if frame I tried on didn't fit - they could adjust anything.
When glasses came in, she asked me if I thought that she was Houdini, when I told her that
the glasses didn't fit right. You picked them out, she said - that's YOUR problem.
I think that "Signed, Visionista, *a happy, loyal, JCP optical customer for over 10+ years", is an
optician an JCP Optical.
When JCP was having financial problems, not too long ago, I started going shopping at JCP
only, not Macy's or Lord & Taylor, as well. I wanted to support this old standby with my sales
dollars. Well, not any more! I will support the vendors who treat me properly and fairly. If JCP
goes down the tubes, it's because of how they run their stores.

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