ComplaintsforJ C Penney Company, Inc.

Department Stores

HeadquartersMulti Location Business

Additional Complaint Information

Customer Complaint:

Due to the volume of complaints filed against this business, BBB only publishes the details for 15% of the total complaints filed.

See all additional business information

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
10/29/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Placed an order with JCP on October 27, 2024. Made sure address was correct and that it matched the credit card being used. When I placed the order all was good. Next day I received a ship notice with the wrong address listed as shipping to. I contacted the JCP as soon as I got the email to let them know their computer system had changed the address and it needed fixed. They told me to contact *** as I did and was told they couldn't change address that it had to be JCP the sender that had to change the address. Very bad customer service to allow this to happen and provide NO solutions to their customers.
Business response
10/30/2024
JCPenney

BBB Serving *******************
****************************************************************************************

Dear

Please allow this correspondence to serve as ***** Penney *****************'s ("JCPenney") response to your letter dated October 29, 2024,about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We have corresponded with this customer through phone conversation. We have apologized to the customer and explained in detail the package in question is being returned to the sender and a full refund completed. The customer was satisfied with the resolution.

Regards,

Office of the President
Customer response
10/30/2024
JCP *************** issued a refund after you contacted them and they resolved the issue. I explained it was an issue where their resolutions for the customers did NOT resolve the issues. They have an outdated system that automatically reverted to a very old address from 12 years ago. **************** said unfortunately they could not get the package back and had me contact UPS. I tried three times and there was no resolution. MY CHOICE didn't work due to a setting by JCP for NO ADDRESS CHANGE ALLOWED!!! Therefore the customers have no option other than to try a different resolution in order to obtain a refund or the merchandise. JCP has to fix the outdated system that allows their customers to change the address when they place the order in case the address shipping to allows them to send a gift. There isn't an option to make sure the correct address being entered is the one the item will ship to. It is confusing when customers place the correct address in the system and then receive an email stating items were shipped to an address no longer in use. JCP needs to fix this issue ASAP. Thank you to the BBB for the solution I received today!!! HIGH praise for that!!
Customer response
10/30/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Im not liable for this debt with JC PENNEYS I do not have a contract with ***** they did not provide me with the original contract as requested
Business response
10/29/2024
Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated 10/28/2024, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We sincerely apologize for any concern or frustration the customer experienced. We have forwarded the complaint over to *************** They will be reviewing and responding to this complaint. Below, is the contact information for ***************

JCPenney Credit Services
SYNCB P.O Box 965009
*****************-5009
Initial Complaint
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed online order 8/25 or 26th. I cant find my order #. I do have credit card transaction of purchase. In the order was 2 sets of king size sheets. I washed and put them away. When I got to the 2nd set to use the fitted sheet would not stretch across the mattress. The top sheet and the fitted sheet are 2 different sizes! I ordered king size and it seems to be more of a full/queen.I have reached out to JCPenney only to be told to bad, no return due to washing them! Who puts sheets on directly from the store? Who thinks to check the sizing of both sheets? Im 45 yrs old and have never had this happen. This complaint is being sent because its not right to not send me the correct fitting sheet that came as a set and for the company to just be ok with me wasting my hard earned money!
Business response
10/29/2024

Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated , about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We have reached out to the customer to get this resolved. Thank ***
Customer response
11/04/2024
I have reviewed the business response and accept this resolution.
They have credited my charge card for the amount of the sheet set as of 10/29/24.
Initial Complaint
10/28/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order with your JCPenny, and while most of my items were shipped, three items were not included. This morning, when I called, I specifically stated that I did not want a refundI just wanted the items I ordered. However, instead of fulfilling my request, a refund was issued, which will take an additional seven days to process. After the refund, I will have to reorder my items, meaning it will take over a month for me to receive what I originally paid for.I am very dissatisfied with this experience. I spoke with four customer service representatives who seemed to struggle with English, as I received nothing but confusing answers regarding my order. Ultimately, the only resolution provided was the processing of a refund, which is not what I wanted.I would like my missing items to be shipped out today via expedited shipping, as I do not want to pay twice for the same products. I am very unhappy with the service I have received. If this issue cannot be resolved today, I will have to file complaints. Also I have recorded all conversations I had this morning.
Business response
11/01/2024
Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated October 28, 2024, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney.

We sincerely apologize for any concern or frustration the customer experienced. After further review, customer has been fully refunded for the items not received in her order per our policy and a reorder has been placed. We have reached out to the customer via phone and email and have gotten no response for three days.

We thank you for the opportunity to respond and trust this correspondence is responsive to the incident which occurred, and we trust this will close this matter.
Initial Complaint
10/28/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went into the store yesterday to get the buy 1 pillow get 2 free sale. I purchased a total of 6 pillows, the original price if the 3 pillows were $54 and $30. When I scanned the pillows with my JCP app, it said they were on sale for $34.99 and $19.99 which is why I wanted the pillows. I was charged full price. After checking out I went to customer service and showed them the error and was told there was nothing they could do because that was an online error and not a store error. JCP promotes that they would price match online prices from their website. So I ended up spending $40 extra dollars that I did not care to spend. I am asking for a billing adjustment. I also attatched the screenshots of the prices that came up on the app to help
Business response
11/04/2024
Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated 10-29-2024 in reference to Complaint Case # ********.

Thank you for bringing this concern to the attention of JCPenney. We sincerely apologize for any concern or frustration the customer experienced.

When we spoke to the customer, we listened to their concerns, and we offered our sincere apologies for their experience.

The customer has agreed to and has been sent an electronic gift card for the price difference to resolve this issue.

Again, we offer our apologies to the customer for their experience.

We thank you for the opportunity to respond and assist the customer and we trust that this will close this matter.

Sincerely,

Corporate Resolutions Team
Initial Complaint
10/28/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My order is cancelled a month ago (#****-2605-1293-8077) However, I haven't received the refund yet. When I contact the store, they direct me to the customer support, customer support redirects me back to the store.
Business response
11/04/2024
Tell us wPlease allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated October 27, 2024, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney.

Our Corporate Resolutions team member contacted the store General Manager to look into the refund.. Our customer will be receiving a refund check in the amount of $113.74, in the mail and asked that they allow ***** business days for the check to arrive in regular mail. No further action is needed.

We thank you for the opportunity to respond and trust this correspondence is responsive to the incident which occurred and we trust this will close this matter.
Customer response
11/04/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
10/24/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered October 12,2024.Order has not shipped and jcp will not cancel the order and refund my money.
Business response
11/05/2024
BBB Serving *******************
*************************,
****************

Dear

Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated October 24, 2024, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We understand that this may be frustrating and a big inconvenience. At this time, we have reviewed this order and refunded the customer.

Regards,

Office of the President
Customer response
11/05/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
10/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered 2 products, shampoo and conditioner, for pick up at the JCPenney store using my 2 $10 reward coupons. Order #****************. The inventory levels were wrong and the conditioner was not actually in stock and was cancelled by the store. Therefore, in turn the store also cancelled the shampoo as I was not going to drive out of the way to pick up HALF my order when I can instead order my FULL order online to just be shipped to my house and save myself a trip. Shampoo is pointless without conditioner to go with it. JCPenney customer service has returned 1 of my $10 reward coupons that was used on the order, but refuses to return the other $10 reward coupon that was used on the shampoo. The shampoo never would have been cancelled if their website had the correct inventory levels and the conditioner was in stock and not cancelled by the store. It is unfair that now I have to re-order the same exact products online for shipping (which are in stock via shipping) for $10 more then I paid just a few hours ago. The shampoo was only cancelled due to JCPenneys inventory levels being incorrect on the conditioner; and shampoo and conditioner are typically purchased together. I do not feel my issue has been resolved, as if I re-order I will be out 10 additional dollars due to JCPenney's inventory error, and customer service **** ****, ended our chat abruptly.
Business response
10/30/2024
Please allow this correspondence to serve as ***** Penney *****************'s ("JCPenney") response to your letter dated October 24, 2024, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney.

We have assisted our valued customer to her satisfaction. Thank you for this opportunity!
Initial Complaint
10/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
THIS PURCHASE WAS MADE LAST YEAR ON 1/19/23 IN THE JC PENNEY STORE. I BOUGHT A GOLD NECKLACE AND CRUSIFIX AS WELL WARRANTY. ISTORED IT FOR ABOUT A MONTH SINCE IT WAS SUPPOSED TO BE A GIFT FOR MY SON'S SACRAMENT. ABOUT A MONTH AFTER PURCHASE, I PUT THE NECKLACE ON MY SON. HE HAS ANOTHER ONE THAT HE OUTGREW. ONE EVENING SHORTLY AFTER PUTTING IT ON HIM THE NECKLACE RAN/DOMLY FELL AND CRUSIFIX WAS NO WHERE TO BE FOUND. I TOOK NECKLACE INTO STORE FOR ***AIR WEEKS AFTER AND GOT IT BACK ABOUT 2/3 MONTHS AFTER. I PURCHASED A NEW CRUSIFIX AND ONCE HOME I PUT NECKLACE BACK ON HIM. IT BROKE ONCE AGAIN BUT THIS TIME INFRONT OF OUR EYES, SAME PLACE WHERE IT HAD BEEN ***AIRED. I CALLED THE STORE & SPOKE WITH ****, MNGR AT THE ****** **** ADVISED TO TAKE IT BACK TO STORE AND OPEN A CLAIM FOR BUY BACK AND GET MY REFUND. HE WAS VERY DETAILED ON THE PROCESS BEING LENGTHY AND HE WAS GOING TO SEND EMAIL TO "THEM" . ON MAY I GOT A CALL FROM A *** STATING MY NECKLACE WAS READY FOR PICK UP I EXPLAINED I WAS NOT EXPECTING IT TO GET ***AIRED AND ASKED TO SPK W/ ****. HE APOLOGIZED AND EXPL IT WOULD BE SENT BACK THAT HE NEVER HEARD BACK FROM THEM AT CORPORATE AND THAT IT WAS HARD TO GET AHOLD OF THEM. I WENT BACK IN JUNE TO CHECK ON STATUS AND HE GAVE ME A RECEIPT ONCE AGAIN IN CASE SOMEONE GOT BACK TO ME I WAS ABLE TO SHARE A COMFIRMATION #. 3 MONTHS LATER I CALLED THE STORE AND WAS REFERRED TO CALL CORPORATE. IVE BEEN CALLING SO MANY DIFFERENT #'S FOR ASSISTANCE ON THIS AND NO ONE SEEMS TO GET BACK TO ME. EVERY TIME I ASK FOR A SUPERVISOR FOR ASSITANCE DUE TO THE INCONVINIENCE AND FRUSTRATION OF HAVING TO ***EAT THE SAME STORY OVER AND OVER AND OVER AGAIN NO ONE SEEMS TO FIND RECORD OF ANYTHING AND I GET TOLD I WILL GET A CLAIM STARTED. THIS WHOLE PROCESS HAS BEEN EXTREMELY UNETHICAL, FRUSTRATING AND INCONVENIENT- I GET A CALL BACK PROMISSED AND NO ONE EVER REACHED BACK. CURRENTLY I'M GETTING INTEREST FEES ADDED WHEN THEY PROMISED SINCE THERES AN OPEN CASE NO NEED TO WORRY ABOUT ******
Customer response
10/18/2024
I STATED TO THE **** THAT I NEEDED A NECKLACE FOR MY SON'S CEREMONY AND HE ADVICED I COULD BUY A NEW NECKLACE AND THEN USE THE REFUND TOWARDS THAT NEW NECKLACE. EVERYTIME I CALL ASSISTANCE, I ALWAYS GET PROMISED A CALL BACK AND NO ONE EVER REACHES BACK. IN NOV, I CALLED TO CHECK ON UPDATE & A SUPERVISOR BY THE NAME OF *** WAS SUPPOSED TO HELP AND FINALLY REQUEST MY REFUND STATING SHE WOULD TAKE CARE OF REMOVING ANY LATE & INTEREST FEES AND NEVER HEARD BACK. I CALLED ASKING FOR HER AND WAS TOLD THERE WAS NO WAY OF DIRECTING ME TO A SPECIFIC PERSON. NOW I CALLED SYNCHRONY BANK FOR ASSISTNCE ON 9/13/24 GENTLEMAN WAS VERY NICE BUT EXPLAINED THAT THIS NEEDED TO BE DEALT DIRECTLY WITH THE STORE. **** CALLED ME 9/19 ASKED TO EMAIL HER THE RECEIPTS & SHE WILL DISCUSS W/ GM. 10/1 **** CALLS ME BACK STATING NECKLACE WAS NO WERE TO BE FOUND AND THE **** **** IS NO LONGER W/ THE COMPANY SO GM CONCLUDED THAT I GOT THE NECKLACE BACK, WHICH I NEVER DID NOR THERE CAN BE PROOF BECAUSE IT'S BEEN WITH THE STORE EVER SINCE THEY THOUGHT I HAD SENT IT FOR 2ND REPAIR. THEY WERE COMPLETELYAWARE THAT I WAS NOT GOING TO TAKE THE NECKLACE BACK AND I WANTED MY REFUND. I ASKED TO *** W/ GM AND SHE EXPLAINED SHE WOULD HAVE HIM CALL ME BACK. TIL THIS DAY I HAVE NOT HEARD BACK FROM ANYONE, ONCE AGAIN. AT THIS POINT IM EXTREMELY DISSAPOINTED ON HOW UNPROFESSONALLY THIS HAS BEEN HANDLED. I'VE MADE SEVERAL JEWELRY PURCHASES AND HAVE ALL PAID IN FULL, NOW THE DISSAPOINTMENT REALLY HAS PUSHED ME AWAY FROM ANY KIND OF BUSINESS WITH THIS STORE.
Business response
10/24/2024
Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated October 24, 2024, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We have reached out to the customer and issued a refund in the amount of $457.05
Customer response
10/24/2024
I received a call from store supervisor yesterday evening. He has started to process a refund to my credit card. Now I'm just waiting for synchrony bank to contact me back in regards to disputing all late & interest fees due to this lengthy entire time of waiting for this refund.
Thank you
Initial Complaint
10/17/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
October 14th placed online order stated item would arrive Thursday Oct 17th. Tracked the item stated item had not been picked up label created, called in and was told the arrival date would be Oct 22nd for no apparent reason. Normally I would never ever give my business to this company as I think they're a glorified ******* but I was cleaning out some drawers and found 2 gift cards JC Penney and **** so I used those to make the purchase online.
Business response
10/18/2024
"Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney")response to your letter dated 10/18/2024, about the above captioned complaint. Delivery Issues

Thank you for bringing this concern to the attention of JCPenney. "
Business response
10/18/2024
Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney")response to your letter dated October 18, 2024, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney.

We sincerely apologize for any concern or frustration the customer experienced. After further investigation into this complaint,Delivery Issues, research and resolution here. Received email response from customer Oddly enough the items came today so I will update the complaint to satisfied thanks

We thank you for the opportunity to respond and trust this correspondence is responsive to the incident which occurred, and we trust this will close this matter.

Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforJ C Penney Company, Inc.

Additional Complaint Information

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary