JC Penney
Reviews and Complaints

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!

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.

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

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!

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.

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.

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.

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.

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

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.

Placed an online order my self this morning (table lamps) .Wife looked at picture when she got home, did not like. I called customer service to cancel, waited over 20 minutes for a rep.(their wait time is outrageous), she said order is already being processed so she can't cancel.
These are being shipped by the manufacturer and have NOT been shipped yet. So now I have to wait (instead of changing the order) until they're delivered to my home and then drive to my local store to return them .I'm handicapped so that's going to be a pain in the butt.
Why doesn't JCP have an online cancellation policy good for about 12 to 24 hours ?
Now they wonder why their sales are in the toilet. Since I have to go out to return them I'll go someplace else to buy new lamps.

On Saturday July 15, 2017 I went to Stonecrest Mall with intent to visit my favorite stores: Dillard and Macy's. While enroute to one of the stores, I passed J C Penny and decided to check out their Lingerie Department for possible sales. While there I overheard two ladies commending on the lack of help available in that department. Apparently one found a salesperson and ask for assistance, because an overhead page requested was sent out. As I continue to browse, I overheard one of the ladies lament that several minutes had passed and no one had come. Approximately 10-15 minutes later as I approached the jewelry department counter to check out, I could see the lady who was waiting to be assisted approach a salesperson, stating that she had been waiting a long time and no one has respond to the page. (There were two salesperson in jewelry, one was checking out a customer and the other was standing nearby). I observed the one standing in area leave and approach two other salesperson. The three stood in a group and seemed to make glances at the woman in need. Meanwhile, the woman waiting for assistance looked at me, shook her head, and stated to me "This is ridiculous." I acknowledged to her that I heard the overhead page go out several minutes ago and agreed the wait was far too long. Approximately two minutes later, I noticed a young woman with an annoyed look approaching the Lingerie Department and glancing sideways toward the lady. The lady had her back turned so I advised her of the salesperson's presence. At no time did I observe the young salesperson appear apologetic for the customer's wait. I then turned my attention back to the salesperson at jewellery counter who was completing a check out. After bagging the customer's items, to my amazement she walked away. Knowing that she saw me there because I was standing parallel to the register and was very visible during the earlier exchange between the upset customer and her co-worker. However, I was relieved to see the salesperson retrieve a form, return to her station, pick up the form and read the contents to a caller. Although I think she should have acknowledge me and said she would be with me shortly, I dismissed her behavior being I would be service once call was completed. However, when she completed her call she never looked at me, walked away and joined three of her co-workers across the room and began a conversation. The salesperson who assisted the customer in getting help was able to look across the room and see me standing there. I walked over to the group and stood there to be acknowledged. The salesperson (sorry to keep addressing her this way) who assisted the lady and who was looking at me from across the room, ask if she could assist me. I then requested the complaint department number. With that the salesperson who would not assist me, nervously walked away. I gestured towards the salesperson and ask her name and was told "Kendra." To my surprise the salesperson identified herself as Kendra's supervisor. I recapped everything that had happened and the supervisor stated, "Sorry you had a bad experience and hope it doesn't stop you from shopping at J C Penny again." This supervisor wasn't apologetic or empathic to the first customer, nor was she with me. I felt that if she was sincere she would have found someone to checked me out. She just allowed me to walked away and then I observed her and "Kendra" talking and watching me as I stood in a long line for service. For the supervisor who wanted to know if I would come to J C Penny again, the answer is no and would not advise my friends or associates to. As a US Veteran, I understand the meaning of service. Too bad J C Penny's salespeople don't.

From: joyce
Date: july 14, 2017 at 7:01:23 am edt
To: info eyewearcare
Subject: re: jcpenney's optical feedback

Well where do I start. purchased beaver valley mall. very very upset with j. c. penney. I picked my glasses up in december. first. I work in a office. I use a case and clean them properly with cleaner from your store. with in the first 6 weeks lens needed replaced. scratched. another 6 weeks goes by I need new lenses again. by end april need new lens. scratched tiny scratches. now this is less then 6 month. the third time I went in I was so furious the third set of lens? I bought the scratch guard to avoid replacing glasses every 3 months. I have worn glasses for 20 years and never had an issue. never.
The manager there was not very nice. I told her I was filing a complaint with store manager. so she said the best she would do is refund the last payment I had made to replace lens. so where does that leave me? with very expensive scratched trifocals scratched because she would not replace them. so now what is jc going to do?
I asked for a full lens refund and was denied. sothanks
Regards

Joyce m creegan

I placed a order over 3 weeks ago. I received partial of the order. As of today I haven't been able to speak with anyone to find out why I haven't received the remaining part of my order. You didnt hesitate to deduct from my account but i've been on hold several times for over an hour with no answer or help. I want a refund. I need someone to contact me regarding me receding my funds back asap!

Shawnae w
[protected]
[protected]@hotmail

Sunday i was being serviced at the Damon in Pembroke Lakes Mall when a girl walked in wearing cut up jeans to her croch and a cut of short exposing her entire belly. I thought it was a client turns out it was a stylist. She was rude to everyone, made faces and almost ran me over when I was getting a coffee, didn't day excuse me or anything.
Since when do stylist wear this to the salon. It's very low class.
The other stylist are always wearing mostly black dressy clothing and are so pleasant.
This girl was obviously new or something.

7/11/17 between 215-245 PM. Today while I was shopping in the WilkesBerre store I noticed that there was a lack of customer service. Not a single person came to greet me, or see how I was doing. It was almost impossible to shop because of how messy the store was. I couldn't be in there longer than about thirty minutes because of this. While I was searching the store I found myself in clearance, and I noticed that THREE of the associates were gossiping for 15 minutes instead of actually working. I also noticed that there is a lack of sensors on the clothing, in a highly thefted area.

I have had issues when ordering from the JCPenney app. I have called and waited almost an hour one time and 20 minutes the second time. I tried to resolve an issue around July 3, I was told by a supervisor that my issue would be resolved, it wasn't. I got to packages yesterday for the same item x2. When I called today about this issue a supervisor got snippy and told me I was wrong about the same item from the week before, she also told me I could return it to the store, but I would not get a refund because I didn't order it. So I fell she called me liar. I have been a customer fro 5-6 years. I will not be ordering from JCPenney again!

On today (7/10/17), I made a purchase (pressure cooker) at 2:33 p.m. As the cashier was bagging the (unboxed) item, I noticed that the "Pressure Regulator Valve" was missing. Because the transaction had been completed, I was not allowed to return it; she stated "all sales are final; no returns." I spoke with the manager and advised him that the item was damaged and stated 'using the pressure cooker as it was would be a safety hazard'. He nonchalantly stated they had no missing parts of items and the store (#1987) would not process refunds or exchanges.

I purchased these sandals a couple of years ago and wore them for the first time on June 30. I had previously purchased the same sandals in another color and liked them so much I purchased a second pair which is why I hadn't worn the other pair. On June 30 I decided to wear the new pair and after wearing them for four hours they felt a little uneven and odd. I looked at the bottoms and was shocked at what I saw (see attached picture). Since I was walking on blacktop and level ground could not image what caused such a breakdown to the sole. One sole was merely cracked where the other was a total disintegration. I would like to know what you suggest concerning they had never been wore?

We purchased this shirt for our son-in-law for Father's Day. The shirt We purchased was very nicely displayed but unfortunately the wrong size. The store did not have the needed size, so We ordered it to be sent to the store. We picked up the shirt on the way on our vacation, so it wouldn't be sent back cause we were going to be away for a while. We were just writing to inform you that the presentation of this shirt was not like the original at all. It was the same shirt and he was very anxious to get it to wear, but we are a little embarrassed to give it to him. The neck of the shirt is all open and flat, almost like someone else had it on. We aren't sure why it was this way and really don' t want to wait on another, but wanted you to know about it. We shop in Penney's a lot and always satisfied with the products. Thanks for allowing us to vent.
Sincerely,
Dan and Patty Cox
[protected] if any questions