JC Penney
Reviews and Complaints

I have been ordering items from JC Penney and having them delivered to my home or post office for decades. On November 26 I placed an order, but it was returned enroute. I cannot find anyone at JCP who can tell me why it was undeliverable. I hesitate to ever order anything again from JCP. All I want is an explanation.

All I want is to be afforded the courtesy of being given a reason why this happened. The items I ordered were intended for Christmas, so I had to reorder from Macy's. No problem with delivery from Macy's! Perhaps the lesson for me is to shop more with Macy's.

I was shopping in the lake Charles store today and witnessed a heavy set Caucasian woman and her daughter stealing. Then I see an employee watching her and she tarts making a scene accusing the young black guy of stealing her daughters cell phone. Then you are manager that is Caucasian as well accuse him but was nowhere in sight. Roll your camera and you will see. Because f Jcpennys condones behavior like this I will make sure my friends and family never shop this store again . And I truly would hate this.

Mrs. Randolph

Hello,
I placed an order on-line and it was not going to here by 12/24/17. So I called JCPENNEY.com to request to cancel my remaining order. First phone call I was disconnected, second person told me to go to the store and take my issue up with them. Jcpenny.com does not handle orders after they been shipped. I called the JCPenney store in the Plaza Bonita mall in San Diego California. I explain the situation to Jay and let him I am very sick with a cold, cough and congestion and he says I have four different options but must come to the store to cancel items. My 70 yr old mother drives me to the store where I wait 25 minuets in line while coughing badly. I explain to Jovan that I would like to cancel items get a refund to purchase Christmas presents that are needed since my order will be here after 12/24/17. I have to leave the line for a few minutes to get some water from the water fountain due to my horrible cold, cough and congestion. After I return the LD Monica says she can not issue a refund due to the order not being there. Then I explained what JCPenney.com had stated about coming to the store and what Jay said about my options. She refused to give me a refund or look to see if the items where at the store. Bad Customer service on the part of your staff. Especially when someone is not feeling well and makes a conscious effort to do the right thing that was told by your staff. Needless to say four family members went without gifts.

I ordered numerous items on Monday December 18th for delivery before Xmas. The website promised delivery between Dec. 21st-Dec. 23rd, which is why I purchased the items. I received an email from JCPenney that my items didn't ship until Dec. 21st- 3 days later! tracked my package and saw that it had arrived in Buffalo, NY (1 1/2 hours away) just before 4:00 a.m. on Saturday the 23rd- the day I was supposed to receive my packages here in Rochester. I called JCPenney customer service and was promised that I would definitely receive my packages before Xmas because the corporate office was in constant contact with UPS and they promised to continue delivering up until 8:00 p.m. on Xmas Eve. I called UPS this morning, the 24th, to see where my package was, as it didn't arrive on the 23rd. They informed me that JCPenney had shipped my items using 2-day air, which only works on business days- not weekends. They said my order would be delivered on the 26th because no one was even at the Buffalo warehouse to scan my incoming packages. I called JCPenney customer service again to alert them and determine what they could do to help, and after being transferred to three different supervisors and "superiors, " I was told that the warehouse had a delay in shipping, which is why my packages didn't ship until the 21st, and that UPS was wrong- they were going to deliver my package by no later than 8:00 p.m. Xmas Eve. After 45 minutes and a transfer to yet another supervisor, my call was "suddenly" disconnected. It is now 9:41 p.m. on Xmas Eve, and I have no packages. I am incredibly frustrated, mad, and disappointed. This is false advertising, as the website promised delivery before Xmas. To send my packages 2-day air on a Thursday, knowing that they would not even be processed for delivery until the 26th, which would be the second business day, is unacceptable. I want immediate compensation for the lack of accurate communication regarding my shipment and the logistics failures that occurred, which resulted in me not having any gifts to give my husband on Xmas day.

I ordered 3 items over a month ago and received a phone call that my order was ready. I went into the store and of course no employee could actually find my order. I continue to come in every week after to see if it came in. I called the 800 number to get my refund and they said the store has to give it to me. I've called online and the store countless times. At this point they are saying my order has been picked up, which is a lie because when I went to the store they could not find it. Now I don't have my items and no refund. Jcpenny is a CROOK. I will never shop with them again. I've never had this experience where I couldn't get a refund and the employees were very rude to me. TERRIBLE EXPERIENCE

On 12/9/17 I placed an online order for one king size mattress pad. order #[protected]
I selected the item be shipped to the store (San Antonio, Rolling Oaks store), due to this time of year, fear of porch pirates. Email stated item to arrive in 4-7 business days. I started checking on the order 12/15/17. I was told by the 800 number that the item shipped 12/11/17. I have lost count on how many times I have called the 800 number and the store. I even went to the store because the 800 number said the item should be there, maybe it just has not been checked in. It is now Christmas Eve and I do not have a Christmas present for my mother. My credit card has already been charged...where is my order? I have lost all confidence in JCP.

Order Confirmation

Dear Donna,

Thank you for shopping with us. We've received your order, and it is in process. Below you will find all of your order details, including pickup information. We'll send a confirmation when your items ship.

Orders placed using a valid JCPenney Rewards member login will be issued Rewards points when payment card/account is charged and item(s) have shipped.

order date: 12/09/2017
order number: [protected]

Four items were purchased: Disney Mickey Mouse and Friends 2 pc. Pajama set boys size 7; Pfaltzgraff tea pot, flower pattern; "As Seen on TV" Snuggie; Nike 3pk Socks Youth. Only the Nike socks and tea pot were delivered. It seems each item was shipped separately and they are arriving at different dates. The socks were delivered on 12/19/17 and the tea pot was delivered on 12/23/17. I would have liked for the other two items to be delivered by today because they were gifts for Christmas.

I went into the jcpenney in berlin vermont this afternoon to buy a shirt and tie for my son for christmas. It cost me $79 for both, which was a total shock! I went outside and told my parents how much it was, there was a lady there that gave me a coupon for 15% off, I went back in, the cashier, associate #0551, stated to me that I could not use the coupon because the items were alread purchased, even though this was the same cashier that I had when I made my purchase. I stepped back out of the store, I was sooooo angry, I went back in and decided to return what I had just bought. When I asked the cashier was rather flipant when I said, what? No deals, her reply to me was well you need to buy more than one shirt and more than one tie! I do not need more than one. When I went back to return the items, she was rather ride to me. I will be bringing all the gift cards back to return them as well, and I will never step foot in another jcpennys, ever! I used to do a lot of shopping there! I will take the money from the jcpenney gift cards and go to kohls instead! I am sooooo angry by this experience it isn't funny! I will be telling my friends about this experience! I went to kohls and bought the same shirt and tie for $30!

I purchased 2 pairs of the same boots online over a week ago. I was notified that they were ready to pick up, but only "one" had came in. No one knew why my second pair didn't come in. I was told to check back in a couple of days. I did so & I was told they would be in on the 18th. I called on the 18th to confirm that my boots had made it & I was told that they did. So I went to the store on the 19th, just to be told that the store didn't have my boots. I've been waiting on my boots for over a week now & I have become very impatient. I've never had this problem before & I've always enjoyed shopping at JcPenney. But this experience absolutely SUCKED! I feel like everyone kept giving me the run around on my item. Maybe JcPenney isn't the store for me like I thought it was. I'm very disappointed.

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 the $10 coupon that I was supposed to use). Please contact me via email and I can provide more details if needed.

I would like to file a complaint against jcpenny customer service reps as well as the company entirely. I an completely upset and appalled by the lack of knowledge and respect your customer care representatives have. They are so rude and disrespectful and they have zero comment sense. I've spoken with 4 different representatives and they have all given me false information. The jcpenny website is incorrect and the arrival dates are a month off. The special item I ordered December 12th was estimated yo arrive the 19th of December. It is now two days before Christmas and the customer service representative informs me it won't arrive until three days after Christmas. This gift was for my mother from my father and jcpenny gets all the credit if ruining Christmas. I trusted this company to deliver on the dates that the company offered, I paid for the lifetime replacement fee and was supposed to recieve this package the week before Christmas NOT the week after. On top of that, it's the Dec 23rd and I now have to go find another gift in all if the chaos, I'm over one hundred dollars short and I can't even return the package until I recieve it after Christmas. It JUST shipped out today according to your customer service representatives and the ups company. I always order from jcpenny but you have officially lost my service.

Friday December 22nd 2017 at approximately 5 or 6 in the evening but not exactly sure however I could find out for you, As a patron in JC Pennys I observed a very disturbing and alarming spectacle which not only drew my attention but demanded it. An officer in your store took action against a theft and handled it in such an unprofessional and rageful manner that I stuck around to watch to see if I needed to intervene on behalf of the individual that was being held from leaving. I am disgusted and I was so upset at what I witnessed that I am in shock and I can't sleep . The particular officer in question is not emotionally stable to execute his position in loss prevention. He is clearly possibly a liability. You may contact me if you would like more information and details.
Susan Irusta. [protected]

[protected]

Ordered item December 5, 2017. Email showing shipped on December 6. Nothing, nothing, nothing.

Tracking # shows printed label and then nothing.

Customer service not available online. Only way to talk to anyone is being on hold an hour or waiting for call back.

Just was told shipping slow because of the Holidays. Obviously after this amount time (today's date 12/22), the item is lost somewhere.

Any help sending a new one or anything like that? Nope!

Subject: Damage claim to my house
Order no. 1649804, received it on 12/9/2017. XPO logistics delivered a queen mattress and box spring to my house, one delivery man carried a box spring into the hose and destroyed a surveillance camera on the side of the house, completely obliterated it when it hit the ground. I wrote on the delivery ticket about the damage, no one called to follow up. Two automated calls on 12/9 asked how my delivery went, both calls I reported dissatisfaction and that damage occurred. No response from JC Penney. I called Penney customer service on 12/13/17 and filed a claim and was told I would be called in a day or two, no response. I was on the phone last nigh (12/20/2017) for 30 minutes to customer service and could not get through. The camera costs over $200 and my house is now not secure, what the heck are you waiting for to call me back to settle up. My next call is to the BBB and attorney general.

No wonder you guys are not going to survive. I ordered a ring for my wife on black Friday. It took 3 weeks to get to the store an when I went to the store after calling & conforming delivery, I was told it hasn't made its way up from the receiving dock to the jewelry section in 48 hours
Never again would I shop your stores or website.
10 years Max & jcp will be no more. Can't compete with Amazon.

I'm not one to complain about, I'm usually tolerant & feel for the employees, especially during the holidays; however, I'm very upset about my experience with jcp.com. I placed an order 12/5, was told it would be delivered to the Del Amo store in 4-7 business days. I called 12/14, was told the order was there but they were still processing the delivery so to give them a couple days. I called several times on 12/18 & no one answered the phone. I called another department & asked them to give the catalog dept my message. No return call. I went to the store, stood in line for nearly an hour only to have them tell me the order wasn't there. They told me to come back in 2-3 days. I just earlier this evening. They told me they didn't have a computer available & I needed to call back (rather than them calling me back-bad customer service). I called back & now they are telling me that the item is on back order and for me to replace the order & they "might" still honor the price of the first order. The item is out of stock now. I don't understand how the order shows not only that it shipped to the Del Amo store, but that it is a complete order. Typically when there is an item on backorder customers are notified & give then option to leave the item on backorder or to cancel the order. NONE of that happened. This certainly not the JC Penney I grew up with & have given my business for the last 50 years. This needs to be corrected! I want my coat to stay on order until the backorder is released. I want it shipped to my home address since the customer service at the Del Amo store is so poor, at not extra shipping cost. If you can fix the customer service at the Del Amo store, then it would be no problem shipping it to the store. Whatever new procedures you have there now stink!

As of Dec 18th 6pm i was told that the order was cancelled on Dec 14th. It was a Recliner for my husband. I received no notifications of the cancellation and the payment was taken from my bank account. As of today no refund.
I WANT MY MONEY BACK.
It is a shame that this was communicated to me. This was the only gift for my huxbsnd and now no gift and money not regunfed. I have no idea why it was cancelled. I was om the phone for over 2hours and switched from number to number and no one has answers.

First problem...Ordered a refrigerator online and the secure lock symbol was green, as I proceeded to enter my personal information I happened to look up and noticed it turned yellow... it said that some of my information was not secure and could be exposed to others. ? This was at checkout! I called JCP. and they assured me it was secure. I told them I did not feel like it was safe considering I was told it wasn't. This leads me to my second problem... I place my appliance order with the rep. on the phone everything was great up until I needed to cancel the order the next day . I call the next day to cancel the order, I was on hold for a full 40min. with the rep., I cant believe it took that long to cancel an order. After 40min. I asked the rep. for a confirmation cancellation email for documentation, she proceeded to say that they DO NOT offer that and neither does the company my appliance came from (Samsung). I told her that other companies that sale appliances offer an invoice showing proof of cancellation. She said we DO NOT do that! So I will wait to make sure my bank account is credited that is the only proof I have to show my order was cancelled. My advice is do not order from JCP if you care about a paper trail. If you could care less about documentation than order from them.

I'm so upset about your on line ordering... I ordered a leather coat for my boyfriend for Christmas the beginning of last week and I received an email saying it was cancelled due to ordering improperly. Ok fine so I try to order again and by the time I get to check out it's then out of stock. I am told to keep checking back for maybe it will become available it does and I order again then 2 days later get an email that it's cancelled because out of stock I go online it says in stock so I'm told to try to order again. I do and 2 days later again I see order cancelled when I try to check status but it said right in my order in stock waiting to Ship! Your online ordering sucks and now I have no gift for my boyfriend for Christmas 😡

December 19, 2017
Store: 2722
Order: [protected]
Invoice: [protected]
Associate: 0009 Time: 2:48pm

I am very disappointed with my JC Penny On-Line Order.

Recently I shopped both stores in my area for a particular style jean that was not available in my size. I decided to do an "On-Line" order and pick them up at that store.

Today I went to the pick-up my order. I anticipated the store would be crowded with holiday shoppers, but I was shocked to discover the area for "On-Line" pick up was the same register used by those waiting to pay for their merchandise. There was only one Associate delegated to work this register; the line was exceptionally long and I waited 15 minutes for my turn. Once the Associate was given my "On-Line" Order information she had to leave her area to retrieve my order.

Upon return, I was asked for the credit card that was used to place my order. The Associate then charged $3.95 plus tax, totaling $4.21 to my card. I asked what this was for and she stated it was the Shipping Fee. I told the Associate this was the most ridiculous charge I have ever heard of and to keep the jeans. I was so annoyed I decided from now on I would buy/order what I want from other stores. The Associate stated that if I had placed the order from the store, I would not have been charged the Shipping Fee. However, since I placed the order from home, I was required to pay a Shipping Fee!

Please explain why? Regardless of where this order was placed, those exact same jeans would have taken the same ride, on the same truck, to the same store. Yet, since I used my own computer, I am expected to pay an additional fee?!?! As I stated before, that is ridiculous!

Had I paid an additional $1 when I initially placed my order, I could have had my purchase shipped directly to my house. Thereby avoiding a need to search for a parking spot at the Mall with the Christmas shoppers. I would not have had to stand in line for an absurd length of time while one Sales Associate struggled to quickly accommodate every customer. Nor would I have had to maintain my calm when I felt insulted because I am expected to pay an additional fee for placing my own order.

This is the first time I have ever been charged a Shipping Fee for picking merchandise up at the store.

You just lost a regular customer due to this ridiculous fee.