JC Penney
reviews and complaints

I placed an order for a purse for a Christmas gift to be shipped to my local JC Penney's. My tracking information showed that it shipped from the manufacturer on Dec 6. The store said they never received it. After calling the 800 number for customer service, the "helpful" associate was so very condescending and said that their records showed the purse was in the store's inventory; and, therefore, there was nothing they could do. After another call to the store, they searched and could find nothing, not even in their inventory on the floor. Can no one take responsibility these days for an error? Here I am, the customer, left with no answer as to why I have no shipment delivered for an item that originally showed it was "in stock". Here I am, left in limbo with no answer as to why I have no Christmas gift. What kind of customer service is that? I will NEVER shop JC Penney again, and I will tell EVERYONE I know how the terrible customer service I received. I do not blame the local store. What were they supposed to do? They never received the shipment. I blame the corporate office for not taking responsibility and blaming the local store.

Because I am a single mother of a 20 month old I am quiet limited on the amount of time I have proof let alone having to waste the precious time I have having to be on the phone calling & emailing in regards to being mistreated as a customer. So below I have copied and pasted a very detailed message I put in my customer satisfaction survey sent to me after having out photos taken. However the only slight update I feel that I should include is that I did fill out the survey I referenced and was not reached out to from anyone regarding my issues that I did take the time to give quiet a bit of detail to and also that during my last attempt to try to discuss my issues with my local JCPenney Portraits directly the lady working guest offer minimal help on behalf of JCPenney as how I should proceed first agreeing that I should just move forward with reaching out to customer service after feeling my concerns that were being voiced were only falling on deaf ears she at the last moment before my leaving suggested that well maybe she could speak to her manager and try to have her call me sometime that week. Tho at this point I felt that the manager was part of the issue. However I did proceed with filing out my survey regardless because at this point I felt that the local studio had no interest in helping me or hearing how neglected & taken advantage of I felt as a customer! Nevertheless much more then a week has gone by since that time & I've yet to have their manager reach out to me either. Which at this point I have no interest in speaking to anyone from that studio I believe unless there is a significant change in staff I will be seeing if I can use my gift card and finish out my membership with another location if possible and then look for some where else to have our family's photos done in the future. I do hope that this complaint reached someone who has an interest in hearing my concerns and wants more for the JCPenney company and how the associates care or lack there of care for the guest!

COPIED TEXT FROM CUSTOMER SURVEY BELOW:

I had a terrible experience from the beginning of booking this appointment to the very end. Which had left me feeling like after this photo session I should just try another photo studio or a private photographer! I had an absolute terrible experience with the photos with Santa event last year also but because I've otherwise been pretty happy with JCPenney Portraits so decide to try again but this was another huge fail. I feel that by coming to JCPenney Portraits the customer is expecting and v paying for more then just having someone to snap a few photos and have backdrops available but I don't feel I received very much customer service at all I left feeling like I did 90% of the work and that after this session I should really reconsider coming back. I had a hard time booking the appointment because the associate tried to offer me times that weren't times that Santa would even be there even tho I was clear in the fact that I was there to book a time for the Santa event. So I more a less had to guide that associate thru the booking. I made sure to ask at that time to ask about using coupons &/or Groupons for the event and was told it would not be a problem at all. The day of the event I was then told I in fact could not use any coupons or Groupons. For the first time there was a mention of buying Santa photo packages that I asked if I could see what These were and if I could see them it was just a computer printed copy that I asked if I could hang on to it so I could look over it she said I could look over it but couldn't keep it but that the photographer was pretty much ready for us. So we went over to the photo studio but they weren't quite ready it was at least 10-15 minutes before we were able to proceed. The photo session itself was ok i could say somewhat satisfied but was not overly impressed and did feel there was a bit too be desired but isn't what led me to complaining. I do not think I got quite as many photos as I have in the past and other times I have felt like the photographers may have had a little more experience with photographing babies and toddlers but again it was at least satisfactory. However when it came to view my photos and select what I would like to purchase I feel like it could not have gone much worse! I had stated that I knew I was very interested in creating a collage & Christmas cards. However before even showing me the photos the collage maker was pulled up & asked me which photos would like in it. How was I even suppose to have a clue what I would want in it if I hadn't even seen the photos yet but I just tried to look at the small images to the side to select and had tried to suggest what I was sort of looking for but I feel like I more or less did it myself that the associate just stood there & clicked everything offering very little guidance. What was created wasn't what I was really looking for at all and I did say this but it was good enough so I just let it go and asked how much would it be. That's when the Santa packages were brought back up and I was informed that I must purchase one of these or I wouldn't be able to get any of my photos with Santa but as long as I did buy one anything else I wanted would be 40% off. I was very confused and very unhappy and did say so that the fact that not only could I not use my Groupon I had purchased for this but that I also couldn't get any of my photos without making a minimum purchase of a Santa packages (which I believe the lowest one was right around $75) and that there was no previous mention of this until this day and I absolutely feel like this is something that should have been clearly pointed out to me previously. As frustrated & displeased with the entire situation that I was decided to not keep trying to go back and forth with someone who away knew so little so I just reluctantly agreed to purchase the digital package and move forward so I could just be done with the entire situation. Further had asked how much the cards would be she had started something of the nature that if I ordered 48 they would be something like .49/.59/.69 something like that then I asked how much are they if I do not purchase 48 that I did not need quite that much. She said oh I'm not exactly sure she said I think like .78/.89 cents not certain but that she knew it was less then a dollar a piece so I began trying to count up about how many I would need she then informs me that I had to do them in sets of 12 so I said ok then I'll take 24. Because she couldn't every give me any exact price on ANYTHING except that if I bought a Santa package which I had agreed to the $99 digital images that I'd get 40% off of everything else and that my cards would be less then $1 a piece. So when I checked it my total seemed much higher then what I had anticipated based off of the little bit of information I did have. I asked if I could have an itemized receipt and I was told that I could see it when I got my email from them. Also I had not been told about the promotion that if I spent a minimum of a$100 that I could get a $50 gift card for a future purchase the person with me had just happen to see it on screen when I was trying to order my photos. So I asked at checkout about this also. I asked how it worked when or how would I receive it and when and how long would it be valid for they weren't sure about of these questions and couldn't answer a single one whether it would come to my email or if it would be with my photos or anything else I had asked. Once I was able to view my itemized bill I was even more upset! The 24 cards I had order ended up costing me more then had I just ordered 48 because 40% had not been taken off of them like I had been told that ALL Other items would be if I ordered the digital prints really I had to basically order to get anything in the first place. If I want going to receive at least the 40% of in store for them. Then I would have and probably should have just waited till I went home and order anything else I wanted online because I more or less designed my selections myself anyways and the same options were available online for a better value anyways. Because I was so disappointed with everything had I just left without making a single purchase that night I could have ended up ordering everything online for much less then in the store and saved half of my frustrations at least. Finally I at least waited until I went to pick up my photos before responding to this survey or before moving forward with contacting customer service to give the studio itself one last opportunity to attempt to possibly somehow rectify the situation for me. I went in on a week day afternoon while they weren't very busy just hoping to somehow leave feeling better about it all. Thinking that I could possibly reexpress my feelings and concerns about everything and could review my bill and the fact that The 40% off hadn't been even taken off of the cards. The girl working was polite and listen to my complaint and simply apologized. Then I stated that I felt it only fair to express my concerns and explain how and why I was so unhappy with it all directly to them one last time to see if there was anything that they could do or say to make me feel any better before moving forward with reaching out to customer service or corporate or whatever would be the necessary next step to have my complaint heard by someone who would seem to want to do or say anything about it. She said I don't know I guess just go ahead and call customer service I would say. And I said ok again I just felt it only fair to bring my complaint directly back here before finding the next step to have my complaint heard by if there wasn't anything that anyone there could or would do for me then that's what I would do. At this time she said we'll wait maybe I could tell my manager & have her call you sometime this week before you go forward with calling customer service. However by this point I had made my mind up that I intended to call customer service in the next day or two because for one I shouldn't have to beg somewhere such as JCPenney Portraits to hear my complaint especially considering it is somewhere that I have been a very loyal customer. Not to mention I wasn't even certain the manager would be able to do something for me either because she was there the day I booked but not directly involved with my booking and she was there again the day of my appointment and standing right beside the associate at checkout when I was asking about the $50 gift card and the itemized bill I do not recall her she giving any input on the gift card however when I asked about the itemized bill and I certainly seemed concerned about the cost of my purchase she is the one who just said it's be in my email. This was not said rude necessarily but it also wasn't said how I would expect to be treated nor was it as friendly or concerning as I have been treated in the past when the studio was under previous management. When the studio was under previous management I felt much more welcomed as a customer by all of the associates working at the time and tho I was not very happy with the Santa event last year either I wasn't so disappointed that it led me to spending well over an hour writing my issues in a customer survey nor did it lead me to feeling I needed to contact customer service either.

Dear JCPenney,

On 12/18/17, I intended to make a purchase at your store located at Towne East Square. The estimated time was about 3:15-3:45 p.m. when the incident happened. I attempted to make a purchase of 2 quantity, "Arizona Puffer Vest With Hood-Juniors" (webID: 6622294).

I am not aware if your company is familiar with SurveyMini. It is a phone app that allow consumers to take surveys based on their experience at particular locations (restaurants, shops, etc.) and the participants are rewarded with points once the survey is complete. When a sufficient amount of points are accumulated, SurveyMini offers a coupon of the choice of the participant. Consequently, the JCPenney coupon is one of the option that I am interested in. It was a $10 off with a $25 purchase promotion. When a customer use the coupon, all they do is press the ‘redeem' button on their phone and a barcode pops up which allows the cashier to scan.

Forward to the incident, I intended to make a purchase at JCPenney one afternoon. I came to the store with my mother who lived out of town. We were helped by an employee there and she scanned the 2 puffer vests that we were supposed to purchase. I told her I have a coupon on my phone and faced my phone towards her when I pressed the ‘redeem' button. She saw the barcode and said, "Ok I need to see what this coupon is" and went ahead without my permission and exited out the barcode on my phone with her finger to see the coupon. Unfortunately, I cannot recover that coupon because she made the choice to exit out the barcode. The problem is, when the barcode is exited like that, SurveyMini reads it as if the coupon has been used. I explained to her what she did. Instead of offering a solution to help, she made up a lie and said my coupon expired. She went on to say that there is no such thing that a coupon disappearing on a phone. It was not the language that was unbearable in this situation, but it was her tone that made me upset. I explained to my mother about the situation. Your employee backed off the cash register a few steps and waited there on the side for the problem to go away instead of offering any help.

I believed your cashier took the opportunity to take advantage of my emotions. I do not define myself as one of those customers that seek to complain to the manager every chance I could get. I am trying to address this problem in the most objective way possible. I did not scream or yell at your employee. My mother and I just walked away. We were planning to enjoy our day going shopping and bonding with each other. I am just saddened that my mother had to witness your employee's poor behavior, when my mother spent a good 45 minute searching for items that qualify for the coupon.

Since the incident left me distressed, I did not have the opportunity to check your employee's name. I can describe her to be around the age of 30-40 with medium length hair. She had her hair in a pony tail that day. A particular trait of hers that stood out to me was her accent. I believe it is an Asian accent (that I am familiar with). However, I suggest you guys to please look into it on surveillance tape. The employee was working at the register near the jewelry area. To be a little more precise, the register there slightly faces the walkway to the other stores in the mall.

I look forward to your reply and a resolution to my problem (possibly a hard copy of the same coupon - not any ecoupons). Please contact me via email and I can provide more details if needed.

Sincerely,
[name removed]

This store is badly kept, especially the woman's department. You have petites and ladies clothing items in the woman's department. It's not due to customers putting things in the wrong spot since there are more than one of the incorrectly located items. This makes shopping for my size time consuming and difficult. I've told the store manager and the girls in the department about this on numerous occasions and today the girl in the department just turned and walked away and said over her shoulder... "it's not my problem!" WOW! bad customer service and attitude towards customers! I guess I need to shop somewhere else, but this is the kind of employees that ruin companies and cause the company to go out of business.

I ordered several items and orders were broken into several shipments. One of the items ordered was a mans shirt and it was supposedly delivered but it wasn't in the package. Numerous calls to customer service were unsuccessful - wait time of 45-70 minutes. No way to connect via chat anymore. Local store can't help. I'm ready to close my account because of this poor service and being charged for something I didn't receive

It is currently 12:28 pm as I am writing this complaint. I have been on the phone back and forth with JC Penny Customer Service. I spoke to 5 representatives, None of which could help me.

I originated my call at 11:13am for order number [protected]
I had an issue with the JC Penny website. It set my store location to Manhattan, even though I don't live there. I swapped it to a Queens location to place an order, however when I checked my order confirmation it said it was being delivered to Manhattan Mall. I called immediately, but nobody responded since it was passed 11PM. I called once again this morning, after being put on a 20 minute hold, a costumer service rep answered. When i explained what happened, she told me to call Manhattan Mall and that they would ship the package to me once it arrives to their facilities. She told me she could not do it, only they could. Now, i made sure to ask again because it made absolutely no sense as to why I'd be on the phone for 30 minutes for her to tell me she can't help me. She gave me the Manhattan Mall number and i proceeded to call. When I called, the person i explained my situation to passed me over to a supervisor, whom I had to once again explain the same situation to. After explaining it to him, he said he does not know why the lady told me that since that is not possible to do and advised me to call Costumer service again because they should provide me with help and they would waive the shipping as a courtesy so that I can go ahead and replace the order so they can send it to my house this time.

I called, after another 20 minutes of of waiting to reach another costumer service agent. I explained myself AGAIN, and she did not even bother to help me, instead she passed me to her supervisor. She didn't even try to help me she just said "I'm sorry for what you went through, but i can't place another order for you or waive the shipping." At this point I was extremely frustrated and asked if I can speak to someone else in the department to report this incident, and she connected me to another phone number. When the person picked up, i went forth to explain what happened AGAIN. This time the man said he had already spoken to me that I was calling Manhattan Mall. I have no idea why the supervisor on duty would reconnect me with them, almost as if she was trying to get rid of me.

I was then connected to Costumer Corporate Relations, where an extremely nice lady named Deborah helped me and explained the whole process to me. It is now 1:14pm and I am still on the phone with her.She also told me this could've all stopped with the first person who i spoke to if she would have just advised me correctly.

The whole situation was extremely ridiculous and time consuming.
The whole point of costumer service is to help a client, not play hot potato with them until they are exhausted of calling. I'd appreciate better costumer service. Unlike those representatives, I'm not getting paid to be on the phone. I should not be on the phone for two hours to resolve one issue.

To whom it may concern. I've been an employee at jcpenney for about 4 years now and I'm very disappointed how jcpenney treats it's employee during the holidays. On thanksgiving day we work a full days and not being able to enjoy thanksgiving dinner with family and to top it off jcpenney manager give us these cold sandwiches to make up for it. What upset me the most is around Christmas time the managers and supervisors get together and exchange gift and do secret Santa's but leaves all the employee out of it. This upset me because in the beginning I was told that I was joining the jcpenney family and that we are all in this together but since I've been there all I see is an elite cliques involving the managers thinking of themselves and not the other part of the JCP family. Many of us feel that it's unjust that your doing something for yourself but not thing about all those that work in the store. I mean are we not worthy to have that treatment around Christmas. All I'm asking for is fairness in the workplace. JCP is the only workplace I know that does do or give employees anything during the holiday.

Thank you, and happy holidays.

12/16/17
TWO INCIDENTS:
This morning I ordered a toaster and two other items on-line. When I tried to check-out everything went quickly, and the final order did not include the toaster. I had an on-line chat with "Madison" and requested she cancel the order (I kept a copy of the chat). A few minutes ago, I received shipping notification that order was processed.

Second incident: Three weeks ago I ordered a diamond ring and it had to be sized. Ring was promised for delivery in two weeks. No call so I called (it has been three weeks) and after speaking to two snitty jewelry section clerks, was told the order had arrived but the phone number they were calling was bad. I have given my new phone number to numerous JCPenney employees at least four times; I moved two years ago.

I just tried to call JCPenney, there is a 69-minute wait. What a waste of my
time.

I was shopping ALONE late in a store that closed at midnight. There was no store closing warning announcement made, just that the store was closed and would reopen at 7am.
As a proceeded to attempt to exit the store, the door to the parking lot was locked. Customers were forced to exit the store through the Salon. This exit put us out on a dark backside of the building and we then had to walk in the dark to our vehicles. This is not safe. Customers do not park there. So why not allow us to exit, in the lit side of the lot. This really showed me that JCP could care less about their consumers.

Went shopping on 12/11/17 at the JC Penney at MidRivers Mall in St. Peter's MO. I spent about half an hour wondering around taking pictures because it looked like an all out war had occurred. Not one associate could be seen cleaning up or organizing merchandise, much less to ask if I needed assistance. I did find one shirt to try on, it was resting on top of another rack of clothing. Went into the dressing room and found no stool and a huge tear in the wall. That shirt didn't fit and since there were no associates about, and the shirt was originally found out of its designated location, I did not buy the shirt . And I wonder why brick & mortar stores are going out of business?

12/4/17 at the jc penny's in the meadow wood mall in reno, nv: I was purchasing a few gifts but I couldn't find my gift card so I only bought half the items I took to counter. When I found my card I went back to cashier and was very rudely ignored for about 10 minutes then, the clerk radios for another clerk n clocks out. I was so upset by this customer service that I returned the items previously purchased.

Bought a washer / dryer set Black Friday 2017.
What I thought I had ordered I did not get.
Discussed this with the supervisor; then I'm told that it is a 15 percent charge to return - this was never explained to me and I cannot find that information on my receipt. The only thing I saw online was that appliances can be returned within 30 days of purchase.
Then I'm told because I realized this right prior to delivery it was the wrong washer/dryer set, I should have stopped it; first off I was confused about all this; second, I did try a few times to call J C Penney that day and I did not get any answer (the very store I purchased it from J C Penney, Myrtle Beach, SC, Coastal Grande Mall). The appliance supervisor is arguing with me I should have done stopped this; nothing about the order was written wrong; nothing about we never went back to the Product(s)that very day to reconfirm that is what I wanted; it was a rushed sale how I felt (just to make a sale) then my husband comes by and we are reviewing the very washer / dryer set I had wanted; why would we go over that set with the employee if that was not the washer / dryer set we wanted. I have a problem with someone not admitting an error. I learned in customer service as I worked for a major corporation with top Executives too that it is not the customer's responsibility if the initial error was made by the employee...I have a problem with being charged more money to return these items and then I could not get the Black Friday prices on the machines I wanted? Having experience with customer service in past, and having good experiences with returns in other stores, I was never charged to return a product, plus I was accommodated in a professional manner by an apology and then given some benefit like it would have been good in this case to wave the 15 percent return fee or giving me the washer / dryer I wanted say for the lower price. That is good customer service. Whether the customer is always right or not, keeping customers happy generally keeps them coming back; it has been proven for successful companies when the company bends a little they are given back by receiving more customers by very good reviews online and word of mouth. You sometimes have to give in to make money; yet it is unfortunate because now there may be customers after reading reviews and being told that will not even think of going to J C Penney for an appliance and will go elsewhere; at this point I don't know if someone will even contact me back and apologize and realize that you never, ever make a customer look bad and you do whatever you can to make them happy. I realize this is not your company policy making the customer happy through what I experienced and reading online of other's experiences and even though I've always had a good relationship with J C Penney with other products and services, now I hesitate whether I will even go back to shop there. I never treated a customer as I was treated and I hope this is the first and last time that I will be treated this way as a past loyal customer of J C. Penney. I did not call as I am not able to get through or put on hold too long; I see others have had similar issues with calling to voice complaints. Thank you for listening.

I ordered a Franklin Sports Deluxe Soccer Sack-Item#847-0545F, from JC Penney online on 12/01/17 and I have yet to receive the correct item. The original order was shipped to my home and upon opening the package, I received the incorrect item. I went to a near JC Penney to return the item and the clerk reordered again, to have it shipped to the store. I was notified by a text on yesterday (12/11), that the order was ready for pick-up. I went back to the near by JC Penney to catalog area to pick-up and again it was the incorrect item shipped. The lot#/Sku# and item description is correct, however the item shipped is something different each time. Again, the Sales Manager on duty (Jacquelyn) ordered this item for the third time, to be shipped to my home. I would like to receive the correct item before Christmas, because this is a Christmas gift.

Hello, a few months a ago, I purchased a pair of your Jeans from Jc penny's I've enjoyed the comfort so far but yesterday I was walking with a customer at work and the croch seam started to rip with in a few hours the seam had riped right up to the belt on both front and back, a little embarrassing if I can add. I'm disappointed the jeans didn't hold together for what I payed for them, I'm feeling ripped off😒 by Arizona Jean co

I would like you to know about my shopping experience today at JC penny in Warwick Rhode Island. I have four $10 reward coupons that I wanted to use today. I have spent quite a bit of money at JC penny this holiday shopping season. I have earned $40 worth of rewards. I was planning on using all of them for my purchase today but customer service employee could not get them to go through. She called the manager over and after standing there for 40 minutes was told that I could not use my rewards towards the workboots I was purchasing. I was told the rewards program has changed and there are now all kinds of exclusions. Needless to say I was not happy. Especially after being there for 40 minutes! I understand that the coupons have exclusions but the rewards never did and I should be able to use them on any purchase. No where on the rewards certificate does it say anything about items being excluded! This is totally misleading to your customers! You trying to get people to spend more money and when we earn rewards we can't use them. Absolutely terrible!

invoice number--C23756093 order number: [protected] I called in and talked to a supervisor about a mistaken order that was just processing and was assured it would be canceled and not it shows order complete. Please cancel that order and credit my card as I bought a more expensive ring with my supposed refund? Thanks for any help you can give. Nelson Hereid 1307 N. Parklane dr Boonville. IN. 47601

It seems like the horror story from hell. On Nov. 27th, 2017 I ordered a comforter from JC Penny.com to Ship to Store which is Cedar Hill, TX location. When I called JC Penny.com the automated says that the comforter was delivered Dec. 5th, 2017. So I call local Cedar Hill, TX and after not being able to get thru to the line because they won't pick up I decided Sunday Dec. 10th I would go into the store. Now this is after for about 5 different times I tried calling JC Penny online ordering and could not get thru. You call and it tells you the status of your order but because of discrepancies, I need to talk to somebody. Wait time says 38 mins, 45 mins, 58 mins, and lastly 62 mins. First of all, who want to wait on the line for over an hours. So the two times I did and finally get connected with somebody, then as they taking my information, the phone just hangs UP! both times this happened leaving me LIVID for three reasons. I don't have my order, I have waited for over an hour and the phone hangs up, NO body calls you back and then I still have an Unresolved issue. So get to the local store, they tell me that their system is saying undelivered. Which one is right and why would it not be delivered after 12 days. So today 12/11/2017 I'm waiting on the local JC Penny to find my order somewhere on the dock, on the shelves...where is my order. I cant' even talk with anyone at the online to say the Hell with it and give me my money back. JC Penny need to not depend on automation so much and Hire some people to answer these phones...it's PITIFUL, when I say I'm disgusted. Then once I today at 5pm finally spoke with online they put the ball in locals hand. AT this point JC Penney sucks and I need a FREE comforter for all the stress, time, gas, cell phone minutes I used up. If you feel you can help me, contact me at [protected].

I had recently submitted a complaint about JCPenney in Hanford CA & it seems to have disappeared, I will rewrite this complaint. I had gone Christmas shopping for my wife when I overheard two female employees talking about a male employee, Richard. They had said that he had sexual encounters with a few female workers in the back room of the store. They had mentioned that several female employees showed his girlfriend, whom from what I got also work's in the store, several screen shots of him talking sexually & how that had caused problems between her & the females in the store. Since my wife & I buy clothes for our children from there I was very disgusted at the thought of people having sex on or around my children's clothing. We have decided that the Hanford store will no longer be a place that we will spend our hard earned money at. I had done a survey & mentioned this matter but I honestly don't know how concerned the company or store is with such things.

Hello I was at JcPenny's last night and I work with a group in my area called Helping Hearts which we buy gifts for kids that don't have a lot. But besides that I was going to purchase 5 of the drones I saw on sale. I thought it was an awesome price and the older boys would of love them. The sign said Reg. price was 79. then the Sale price was $39. then the now price said in big numbers $19.99 which I do have the picture for if you would like me to send it to you. I ask for a manager, and older guy came over and said no, no way. I thought if that shows the price why can't I get it for that price? The manager was not helping could not even show me the ones that were 19, 99 but even so the huge sign said it on the ones we wanted to get. Name of the drones were called Night Hawk w wi- camera. It was a big display and only had one sign on it for it stated 19.99. I think we should of gotten it for that price? Not very happy.

I purchased a ring earlier this year and purchased the lifetime warranty with it. Within weeks stones fell out. Then more stones fell out and a piece of the ring broke off. Took it into store for repair and they would only give me money back. They would not exchange the ring even though you still sell the ring and also would not reimburse me the money I spent on the warranty even though the ring broke within weeks of purchase. I lost a lot of money and don't think I will be shopping JC Penney anymore. Pitiful customer service.