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4.4 8289 Reviews

JC Penney Complaints Summary

145 Resolved
1240 Unresolved
Our verdict: With JC Penney's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Newest JC Penney reviews & complaints

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5:06 pm EDT
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JC Penney ladies sandals

I bought sandals from the JC Penney store at Stoneridge Mall, Pleasanton, CA. I wore the sandals twice and the brooch on one of the sandals almost came off. I took it back to the store. I also had the receipt. The lady at the register, (her name is Swarna) was so rude. She refused to take it back saying I had worn it, which I was fine with, but then she went on to say "Of course, if you wear it twice, it's going to break anyways". Very disappointing. Will have to think twice before buying anything at my favorite store JC Penney.

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1:07 pm EDT

JC Penney salon

Despite how expensive the salon is in comparison to others in my area, I've remained loyal to this salon because I like my stylists. However, the customer service at the front desk has continued to worsen. Today I called the salon and the girl who answered did not state her name and immediately place me on hold and then never came back to continue the call. I waited approx. 30 minutes and called again, and the girl did the exact same thing. I will not call a 3rd time to only be placed on hold. It's really unfortunate that my stylists will lose my business, but I will be searching for a new salon after being treated this way.

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12:34 am EDT

JC Penney jeans purchased

I purchased a jean at the clearance rack and when I got home i realized that the jeans price tag was difference than the price was in the tag. I called customer service and they told me that in can visit any JCP Store and the price can be adjusted which i did visit the store while i was at the store o explained to the cashier what happened and what customer service advice me to do the cashier tried removed one of the sticker price of one of the jeans i guess he didn't quite understand what I was trying to do then he sent me to see the supervisor I had to explain everything to her once again then she checked the prices she said that I have to go back to store I bought them from I asked to talk to the Manager the Manager told me that she could not do anything for me. That it was under the Manager discretion if she wants it to do it or not. My question is why those prices were in the stickers? I didn't put the prices in the two pairs of jeans. It is very desapointing to be treated like I was the one that I was lying. Very desapointing to be treated like this.

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5:14 pm EDT

JC Penney jcp return

I bought air mattress from jcpenney last today I returned bcoz of quality was not good while purchasing I used $50 from my rewards today when I returned they didn't gave me my rewards back though they said you loose $50 from this purchase before returning I asked the manager she said they will definitely refund you but when I called customer care they said u loose money we can do anything in this
This is absolutely cheating with the loyal customers

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1:37 pm EDT

JC Penney salon

I went to the ross park salon 2 months ago the manager had to show the stylist (Tila) how to do my cut. The manager sid most of the cut and i loved most of it. Today i returned with the same picture and that manager was not there so becca did my hair which took over a hour and my hair is short to begin with. So most of rhe cut is ok but she cut to much off the one side that it looks weird and didn't clean my neckline up at all. For 50 dollars i should not have to come home and have my husband clean up my neckline. He said the back of my hair isn't even straight and she left a point in the middle when the picture clearly shows a straight line.

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Update by Tina Weaver Johnson
Jul 22, 2017 6:45 pm EDT

I went to the ross park salon 2 months ago the manager had to show the stylist (Tila) how to do my cut. The manager sid most of the cut and i loved most of it. Today i returned with the same picture and that manager was not there so becca did my hair which took over a hour and my hair is short to begin with. So most of the cut is ok but she cut to much off the one side that it looks weird and didn't clean my neckline up at all. For 50 dollars i should not have to come home and have my husband clean up my neckline. He can fix that part but i need to get all these steps out the back of my head.He said the back of my hair isn't even straight and she left a point in the middle when the picture clearly shows a straight line. I should of known it was going to be a bad cut when she pulled out the razor scissors. Who uses them still? I also need to mention now how annoyed i am with this page ive tried 6 diffrent pictues and it wont let me upload any of them. I need the manager that cut me the first time to fix this problem for me.

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1:03 pm EDT
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JC Penney shoes

I've been trying to get the shoe that they have on sale from like 3 different JC Penney's I can't get any help I tried to call St Petersburg has the shoe that I needed it was sjb Nora and black size nine shoe the number was [protected] I live in Winter Haven and I was at the Davenport store they didn't have it so they told me I can order online they didn't have it but they do have the shoe and Saint Petersburg store on Tyrone Square also they have the shoe in Melbourne Florida West Newman Avenue and each time I call they ethier hang up on me or they won't answer the phone I understand they're busy but I needed the shoe because I just had knee surgery and that was a perfect soft shoe for me to wear and I really wanted to this shoe, but I can't get the shoe because I'm not getting any feedback where and how can order it I would take the drive to pick up the shoes if possible but I can't give an answer so they can hold the shoe for me, so this like the second time I had a complaint about the customer service through JCPenney's and I would love for you to
give me a feedback please thank you Miss Davis my phone number is [protected] and my address is 5880 Roy Hill Circle Winter Haven Florida 33881 you can email me at [protected]@gmail.com thank you so much for your concern.

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9:45 pm EDT

JC Penney customer service/ charges to my bank card

I ordered a shirt last night with a gift card and it said there was enough money on the gift card to make the purchase. this afternoon I got an email and it said to contact custumer service because there was a problem with a payment. I called and they said that there wasn't enough on the gift card so I payed with my bank card. I went on my bank statement and there was 2 purchases with 2 different amounts charged from jc penny. I have talked to 4 different people from jc penny custumer service.and none of them knows were that 2nd charge came from, the 2nd and 4th person that tried to help me was very nice. the 3rd person was very rude and told me to call my bank pretty much saying that my bank charged my card from jc penny 2 times with 2 different amounts. now its being investigated and I was told to call back in 3 to 5 days to see if I will get a refund on the purchase I did not make. my reference # is T35344447

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6:45 pm EDT
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JC Penney salon

If you do not want to damage your hair do not use jcpenney salon service. Over bleach my hear did not touch up the roots the right way, refuse to do hair cut! On short hair took 3 hours just to do highlights. Was trying to reach corporate office, but they do not care was hang up so many times, said will get back to me with 24 hours never heard back!

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4:52 pm EDT

JC Penney catalogue customer service

Tried for two days..staying on phone several times..up to 45 min. My coupon was not applied to my catalogue order. Could not get to a real person. So order is being shipped without discount. I'm very unhappy. Been customer for 40 yrs. Now will have to drive 30 min to return order when it comes. Doubt I will order from JCP again. Very sad. Easy to understand why sales are down. I'll probably take this order back and order same thing from Amazon.

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2:07 pm EDT

JC Penney picture of product misleading

On 06/27/17, we ordered a Sealy Essentials Ivory Treasure mattress and box springs. When the ordered we were very disappointed to find out the mattress in much thinner that what is shown in the picture on the website. In the picture the mattress and box springs appear to be the same thickness. I called the customer service number on 07/18/17 and held for a very long time before I spoke to someone. This person first stated that there would be a $50 restocking fee then changed it to $125 at this point I asked to file a complaint and she put me on hold while she got her supervisor. Her supervisor stated there was nothing they could do about the restocking fee and that she was sorry the picture was misleading. She stated she would file the complaint and when I asked her how I could be sure it was filed she said that there is no why for me to know other than her telling me so. I asked for her name and she said Ashlyn when I asked for her last name she told me they did not give out that information. This call lasted a total of 59 minutes with me being on hold for at approximately 54 minutes of the time. I am very disappointed with JcPenney! Beware of buying a mattress you may be very disappointed. Picture attached- mattress is about half the thickness as shown.

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12:14 am EDT
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JC Penney merchandise returns

I tried to send this complaint directly to JCP's online customer service but their email messaging service has been down for two days.

I have shopped at JCP for 40+ years and my mother shopped JCP too. I buy A LOT and spend A LOT online and sometimes even buy the same clothing item in two sizes so I can get the fit I need and return the wrong size. I always follow the return policy - I return items unworn, with tags, along with the original receipt and usually within a week. Recently I returned a tee shirt and I received a warning printout that my future receipted or non-receipted returns may not be accepted. Humiliated? YES! And how can that be if I'm returning within the return policy guidelines? The citation gave The Retail Equation's information. I contacted them and disputed the violation and they responded that JCP stood by their decision. So I can't shop at a store that won't let me return merchandise. I've been banned.

There is a huge movement to charge JCP, Sephora and Best Buy with class action lawsuits. Those behind this claim that these companies fraudulently collect and mis-use customer information and discriminate against buyers who return items. They also cite that return policies don't spell out when they'll ban a buyer from returning. Many say this is a factor in why JCP is struggling financially - they don't treat their longtime, honest customers appropriately.

The Retail Equation website (directed more toward merchants) mentions - wouldn't it be nice to know when they're in your store. "They" means fraudulent customers - the ones who return too much. They're talking about ME! Yes, I'm highly offended.

I am not a criminal and I don't make fraudulent returns. There are hundreds of online complaints about JCP, Sephora and The Retail Equation in regard to this random return policy.

I would like to see someone in JCP's management look at the relationship JCP has with The Retail Equation - in my opinion - whatever JCP pays them to track customer returns is money ill spent.

I'm going to miss all the late nights online at jcp.com. Goodbye JCP!

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7:38 am EDT

JC Penney Product not the same as the picture online

On 06/27/17, we ordered a Sealy Essentials Ivory Treasure mattress and box springs. When the ordered was delivered we were very disappointed to find out the mattress in much thinner that what is shown in the picture on the website. In the picture the mattress and box springs appear to be the same thickness. I called the customer service number on 07/18/17 and held for a very long time before I spoke to someone. The first person stated that there would be a $50 restocking fee then changed it to $125 at this point I asked to file a complaint and she put me on hold while she got her supervisor. Her supervisor stated there was nothing they could do about the restocking fee and that she was sorry the picture was misleading. She stated she would file the complaint and when I asked her how I could be sure it was filed she said that there is no why for me to know other than her telling me so. I asked for her name and she said Ashlyn when I asked for her last name she told me they did not give out that information. This call lasted a total of 59 minutes with me being on hold for at approximately 54 minutes of the time. I am very disappointed with JcPenney! Beware of buying a mattress you may be very disappointed. On 06/27/17, we ordered a Sealy Essentials Ivory Treasure mattress and box springs. When the ordered we were very disappointed to find out the mattress in much thinner that what is shown in the picture on the website. In the picture the mattress and box springs appear to be the same thickness. I called the customer service number on 07/18/17 and held for a very long time before I spoke to someone. This person first stated that there would be a $50 restocking fee then changed it to $125 at this point I asked to file a complaint and she put me on hold while she got her supervisor. Her supervisor stated there was nothing they could do about the restocking fee and that she was sorry the picture was misleading. She stated she would file the complaint and when I asked her how I could be sure it was filed she said that there is no why for me to know other than her telling me so. I asked for her name and she said Ashlyn when I asked for her last name she told me they did not give out that information. This call lasted a total of 59 minutes with me being on hold for at approximately 54 minutes of the time. I am very disappointed with JcPenney! Beware of buying a mattress you may be very disappointed. Picture attached- mattress is about half the thickness as shown.

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7:18 pm EDT
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JC Penney salon

Booked a manicure and pedicure appointment on 07/18/17 at 6.45 pm. First they did not have proper facilities to do the pedicure. 2 Did not have the right tools to do the job, so they did not do a complete pedicure (Did not scrub or remove dry skin etc) 3. Washed my feet in the same water, did not refresh the water. But charged me $37.00 for this. I then cancelled the manicure.

I would think if the facilities it not suitable for manicure and pedicure then do not offer those services. Also I would hope that I would get a full refund.

Thanks,
Sharmila

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4:02 pm EDT

JC Penney mattress purchase and delivery

I am a JCP customer who resides in VA. I placed a phone order for mattresses for 90 yr. old mother in NC. The order was made from the 4th of July sale booklet. The order was made late June. The sale was on a Queen Set but I specified that my mom needs a Full set and 1 top mattress. I called to check on the delivery date and was notified that the order was cancelled but they couldn't give me a reason. It was reinstated. Then I received notification that a queen set would be delivered. I called to make the corrections. They were made but I received another notification that Queen would be dilivered. I called back to make the corrections. The order finally arrived on July 19th after a long wait Guess what my mom received a Queen set not the full. I'm annoyed!

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1:04 pm EDT

JC Penney jcpenney structure

July 18, 2017

I am a customer who frequents the West County Mall JCPenney store in Des Peres, MO. I became upset in finding out that a few of the associates that were employed there either were let go or left. I found it odd that knowing these few employees from their great customer service experience had left pierced my heart. I know you guys have no control over the decisions made by the managers there but it seems like this particular location is getting rid of the good employees and trying to replace them with others who just don't measure up. You can definitely expect to get more complaints about this store in the future because the grest customer service that was is no longer available.

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10:39 pm EDT

JC Penney custom window treatment

I have been trying to contact the custom window department as well as the main store in Lake Grove, NY regarding my window treatments for the past 4 weeks and have not been able to reach anyone! I need to have my shades repaired and can't reach anyone to help me. This is not the first time I have had this problem. I have had these same shades repaired 4 times in 4 years. I am so frustrated with this company, word can not express. If someone can please contact me, it would be very much appreciated. My number is [protected].

Kathleen Aspromgos.

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3:46 pm EDT
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JC Penney an order payment mixup

On 7/8 I ordered 4 sets of curtains on the Internet JC. Penney's order # 7314326, for the amount of $64.94 I payed with my visa card through Paypal on 7/9 the order shows pending on Paypal then on 7/17 the order says completed, So when I didn't receive my order I called 1.800.322.1189 JC.Penney's after a long 20 minute wait I was able to talk to a representative that gave me no information the only thing she said the order was canceled, the JC Penney's representative told me she didn't know why the order was canceled and that there was no way to tell me, I started to think that's not right so I called back and waited even longer to talk to a representative basically I had to call 3 more times to find out that the payment didn't go through, but on my Papal account it says the payment was complete, I did open up a case with Paypal and still waiting for some kind answer, so now today 7/18 I'm still out of $64.94 and no idem, I just don't know what else to do. Thank you Marlyne Bilton.

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2:10 pm EDT
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JC Penney returns

40+ year customer of JCP. Not anymore! I frequently shop JCP and take home several sizes of the same garment so that I can try-on at home. I traditionally take back about half of the items since it is size I am concerned about. On 7/17/2017 I tried to exchange a bathing suit and the cash register spit out a receipt that says, "RETURN DECLINED". Evidently I have returned too many items and am now flagged by "The Retail Equation" as a possible loss (theft) customer. REALLY! I hate trying on in store, our local store (20+ miles from my home) only carries a small sampling of clothing. I order frequently on line, make sure I order enough to obtain free shipping, order additional sizes so that I can try on and select the best size. If I was "stealing" from them, why would I have a balance on my JCP card.

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4:26 pm EDT

JC Penney return with receipt

I purchased 4 items yesterday when store was closing and nothing fits. My return was declined the next day. I thought it was only if you do not have a receipt. What can I do this is wasted money? How long must I now wait to return them?
This is a complaint:

JCP Started a new policy about refunds that no consumer was aware of. I believe you could not return items with no receipt. But I have found out on [protected] it does not matter if you have a receipt or no receipt.

I think this is so unfair. I purchased some items late on 7-17-17 and did not have time to try them on. They did not fit. I went the very next day to return them and received a return declined slip. They tell me to call [protected] TRE's Customer Service. I did but they cannot tell me how long I have to wait before I can return anything again. I asked for a manager at the store and she says she cannot override the decline.

This is terrible, I have been a loyal customer to JCP but after this I no longer want to shop there.

I do not want to be stuck with items I cannot fit and be out of my money.

Can you please help me to get this resolved? I want to be able to return these items and get my credit on my charge card.

Sincerely

Sathorina Jordan

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Cole Petersburg
, US
May 01, 2018 2:02 am EDT

There are at least 3 legal issues I suspect with both retailers who use The Retail Equation and TRE, itself. 1. Invasion of privacy. When a retailer asks or insists on using a customer's Driver's License to conduct a return or exchange, it is unlikely anyone would agree if they were advised their information was being sent to a third party's database. 2. Breach of terms. When two parties agree to transact and represent terms prior to transacting, whether expressed or implied, it is considered a legal breach if one party alters those terms after the transaction. Retailers are expressing and implying their return policy written terms in store and online and through employees who verbally explain return policies. They use terms such as "no problem", "hassle-free", and offer promises at the time of purchase to honor returns without factoring in TRE. 3. TRE's system model for profiling fraudulent customers and admittedly non-fraudulent customers who have high rates of honest returns, is inconsistent and unfairly discriminatory. Some customers are warned; some not. Some are banned after only 1 return; some more. Some are banned for 90 days; others for over a year.
There are many law firms I suspect would be interested in a class action. I know of only one which would consider it if enough people contacted them on their website. Although they are based in NY, they accept class actions representing anyone disenfranchised by corporations in the US. They are Wittels Law and can be found online. Recently they represented a class action against Time Warner Cable. Tell everyone you know who has been adversely affected by The Retail Equation.

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Lily Strom
, US
Aug 04, 2017 11:50 pm EDT

A lot of people are having this problem. I suspect that after back to school and Christmas, once people realize JCP does not honor its return policy, the store is going to lose thousands of loyal customers. There's nothing you can do except boycott JCP. That's what I'm doing, and so are many others.

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1:01 am EDT
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JC Penney online order

I placed an online order for a pair of capri pants on 7/4/17. The confirmation email said it would be shipped to my local store in 4 - 7 days. It is now 18 days since I placed the order and 7 days overdue. I tried to call the main customer service number twice. I was put on hold the 1st time for 40 minutes. The 2nd time I got it just rang with no answer at all. I tried calling my local store and no one ever answered the phone. I went to the store to see where my order was and they didn't know. They were unable to track it. I requested to cancel the order and was told I cannot cancel because it was "in transit". The manager I spoke to seemed uninterested, offered no apology or explanation on how I could resolve this problem. I have no idea when I will receive these pants. I will have to go to the store again if they ever call or email me that my order is in and at that time I will not accept it or I will return it. It was in stock when I ordered it but if it was lost and can't be tracked then I should be able to cancel at my request now and get a refund. I have been a JCP customer for more than 40 years but I will never shop online or in the store again. I will cut up my JCP credit card also. No wonder they are closing more than 149 stores now. Their customer service is a joke. The local store here has two cashiers and there is never a salesperson on the floor.

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JC Penney Customer Reviews Overview

JC Penney is a long-standing American department store chain that offers a diverse range of products including clothing, footwear, jewelry, beauty products, and home furnishings. Catering to a wide audience, the company provides items for men, women, and children, ensuring a variety of styles and sizes. Additionally, JC Penney offers services such as salon services and optical care. With an online presence at jcpenney.com, customers have the option to shop both in-store and online for their convenience.

JC Penney In-depth Review

Website Design and User Experience: The JC Penney website has a clean and modern design that is easy to navigate. The layout is intuitive, making it simple to find the desired products or categories. The search function is efficient and provides accurate results. Overall, the user experience is smooth and enjoyable.

Product Range and Variety: JC Penney offers a wide range of products across various categories, including clothing, home goods, electronics, and beauty products. The selection is extensive, catering to different tastes and preferences. Whether you're looking for trendy fashion items or household essentials, JC Penney has you covered.

Pricing and Discounts: JC Penney provides competitive pricing on its products, offering good value for money. The store frequently offers discounts and promotions, making it possible to find great deals. Additionally, JC Penney has a price match policy, ensuring that customers get the best price available.

Customer Service and Support: JC Penney's customer service is top-notch. The support team is responsive and knowledgeable, providing prompt assistance to any inquiries or issues. Whether it's through phone, email, or live chat, JC Penney ensures that customers receive the help they need in a friendly and efficient manner.

Shipping and Delivery: JC Penney offers reliable shipping and delivery services. The website provides clear information on shipping options and estimated delivery times. Orders are typically processed and shipped promptly, ensuring that customers receive their purchases in a timely manner.

Return and Exchange Policy: JC Penney has a hassle-free return and exchange policy. Customers can easily return or exchange products within a specified timeframe, either through mail or at a physical store. The process is straightforward, and JC Penney strives to provide a seamless experience for customers who need to make returns or exchanges.

Quality and Durability of Products: JC Penney offers products of good quality and durability. The store partners with reputable brands, ensuring that customers receive reliable and long-lasting items. Whether it's clothing, furniture, or electronics, JC Penney's products are built to withstand regular use.

Overall Shopping Experience: The overall shopping experience at JC Penney is excellent. The website is user-friendly, the product range is extensive, and the customer service is outstanding. With competitive pricing, reliable shipping, and a hassle-free return policy, JC Penney provides a seamless and enjoyable shopping experience.

Loyalty Programs and Rewards: JC Penney offers a loyalty program that rewards customers for their purchases. Members can earn points that can be redeemed for discounts or exclusive offers. The program enhances the shopping experience by providing additional benefits to loyal customers.

Online Security and Privacy Measures: JC Penney prioritizes online security and privacy. The website utilizes secure encryption technology to protect customer information and transactions. JC Penney also has a comprehensive privacy policy in place, ensuring that customer data is handled responsibly and securely.

Social Responsibility and Sustainability Efforts: JC Penney is committed to social responsibility and sustainability. The company actively engages in initiatives to reduce its environmental impact and supports various charitable organizations. By shopping at JC Penney, customers can contribute to these efforts and make a positive difference.

Customer Reviews and Ratings: JC Penney has received positive customer reviews and ratings. Customers appreciate the quality of products, competitive pricing, and excellent customer service. The overall satisfaction of customers reflects the commitment of JC Penney to meet and exceed customer expectations.

Mobile App Functionality: JC Penney's mobile app offers a seamless shopping experience on the go. The app is user-friendly, allowing customers to browse and purchase products easily. It also provides exclusive deals and notifications, enhancing the overall convenience of shopping with JC Penney.

In-Store Experience (if applicable): JC Penney's in-store experience is equally impressive. The stores are well-organized and clean, making it easy to find products. The staff is friendly and knowledgeable, providing assistance when needed. In-store events and promotions further enhance the overall shopping experience.

Competitor Comparison and Analysis: When compared to its competitors, JC Penney stands out for its wide range of products, competitive pricing, and excellent customer service. The store's commitment to quality, reliability, and customer satisfaction sets it apart from the competition, making it a preferred choice for many shoppers.

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- Summarize the main issue you have with JC Penney in the 'Complaint Title' section.

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- Provide detailed information about your experience with JC Penney. Include key areas of concern, relevant transaction details, steps taken to resolve the issue, the company's response, personal impact, and nature of the problem.

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