Absalom Dum

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Verified Reviewer

Correction of address for delivery

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Never buying JCPenny online their CS wasnt able to resolve the issue which OnTrac set as a refusal instead of missing/incorrect address. OnTrac only gives JCPenny a 30 min window before refusing to make any changes to be able to re-deliver package. No one answers a phone its all automated and there isnt a mention of the 30 min window. Now I have to wait for the item to go back to their whse in OH from CA then refunded for them to resend it or credit me. The CS rep never bothered to even get the correct address. Jose was useless! This is very frustrating!!!
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Cons:
  • Do not order online

Preferred solution: Deliver product or service ordered

User's recommendation: Absolutely not recommend

Judy S Aea
map-marker Louisville, Kentucky

Ordered dress online & have been charged already….no dress! It has not come….I will NEVEr order from JCPenney again! Where is my dress???

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Failed delivery.dress ordered online & has not been delivered! I was not given a confirmation but of course JCPenney has charged my account already! If dress does not arrive by Tuesday I am reporting JCPenney AND cancelling my jcp card!
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User's recommendation: DONT order from JCPenney online

Yvette S Jmn

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Verified Reviewer

One disgusted customer

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To whom it may concern, I recently made a relatively large purchase of a mattress from JC Penney. I made the purchase with your company because I have always loved JC.

Penney and I wanted to help keep you in business. Clearly you do to value your customers the way we value you. I received the mattress on April 18 after weeks of gladly waiting for it. In the 5 days I have owned it, the mattress has caved in to the point that it is no longer usable I now have to sleep on my couch.

Even after this I was intent on purchasing another one from you guys when the customer service rep stated that I would have to pay a 15% "restocking fee" on a faulty mattress. Needless to say I find that policy to be absolutely ridiculous as the product quality is the responsibility of the company selling it NOT on the customer. I am not someone who arbitrarily returns items I purchase on a whim or due to buyers remorse.

I needed a new mattress and all I got was a nightmare of horrid policies and a bill for $282.08 / $197.88 for restocking fee / $85 pickup fee. Needless to say I will never purchase from JC Penney again and I have closed my credit card account.

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Loss:
$282
Pros:
  • Was my go-to company
  • I have shopped there for years
Cons:
  • Ridiculous return policies

Preferred solution: Full refund

User's recommendation: DO NOT purchase mattresses or other ticket items from JC Penney

Tonya C Xgo

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Verified Reviewer

Horrible customer service

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I have called jcp every few days because they keep sending me the wrong item! Customer service is horrible! Ive been a customer over 25 years and from the service im receiving they dont value my business! Ive been waiting 3wks for a manager to contact me and to receive the correct item i ordered! Im done with jcp..they wont get my business again!
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Loss:
$40

Preferred solution: Deliver product or service ordered

Joshua B Bnj

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Verified Reviewer

I was aussaulted by employee with my 6 year old daughter!

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After I called and complained I was told I would be called back in a couple days. Never even received a callback! They don't give a *** Maybe a lawsuit would help?
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Preferred solution: Employee must be terminated

User's recommendation: Lawyer up before you go shopping!

Tina Z Uoa

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Verified Reviewer

Why I'm No Longer A Penneys Customer

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Updated by user Apr 21, 2023

The company has read and ignored my complaint. I'm not surprised in the least.

Original review Apr 17, 2023
Today is the day I had it decided for me that J. C.

Penneys doesn't need me as a patron any longer. I was treated with a total lack of respect that completely shocked me.
I had ordered a cardigan online on March 12, 2023, to be delivered to my local store in Mentor, OH where I would pick it up. I had done this type of transaction before. I paid for the order with my PayPal account.

I waited for two weeks before being notified that my order was cancelled. Not why it was cancelled. Simply that it was cancelled. I was offered a gift card in lieu of a refund, which I declined.

I needed a cardigan, and I was going to have to look elsewhere for one. This was March 26, 2023.
Fast forward to April 10, 2023. Another two weeks have passed with still no sign of a refund. What is the reason for the delay?

I called the toll-free customer service number and was told by a helpful rep it takes ten to fourteen business days to process a refund. (It sure doesn't take that long to process a payment.) I was assured that I would have my refund by next week, which happened to be today. Guess what? I didn't.
I made my second call to your toll-free number.

This time the call was answered by a man with a heavy Spanish accent. Unfortunately, I didn't get his name because I didn't want to speak to a regular representative this time. I wanted to speak to a supervisor. But of course, I wasn't going to be permitted to speak to a supervisor without first telling the front-line rep what my issue was.

I'm in customer service also. I know how it works. I also know that after the customer explains the problem, the best thing to do is to put a supervisor on the line unless you, as a front-line rep, have the authority to do what the customer is asking. In my case, I was asking for an immediate refund.

No more dawdling around and making excuses. Just process my refund right now and let me move on with my life.
This guy, however, makes it his mission to insist that I have to call PayPal because *they're* the ones who are withholding my refund, not Penneys. I've never heard of such a cockamamie thing. PayPal processes and distributes payments to clients such as J.C.

Penney. They don't get involved with refunds unless there is a dispute of some sort. He talked over me repeatedly and absolutely, positively REFUSED to allow me to speak to a superior because I hadn't been a good little girl and called PayPal first. I asked him incredulously if he was refusing to transfer my call and he confirmed that he was.

I then told him I would never shop with Penney's again. He told me goodbye and hung up on me!
So there you have it.
I did get my refund from PayPal. Not because they were withholding my refund, but because they have a buyer protection policy. Penneys hadn't sent me the merchandise I had paid for so PayPal refunded my money.

That opened an investigation to find out if Penneys is following the agreement they have with PayPal and if not, that agreement may be ended.
That's why you lost a customer of over 50 years today. I'll also be telling my friends about this experience as well.
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Cons:
  • Rotten customer service

Preferred solution: Knowledge that I'm helping other customers stay away from this company and their complete lack of customer service

User's recommendation: Stay away. The old Penneys from years ago is long gone.

Liem Kyu

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Verified Reviewer
| map-marker Chino Hills, California

I want to know where my package is

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I think this is a scam business. I want my money back on my merchandise. Dont do it. I dont think this is a good company because its taken over a month and I still dont have my packages. They said they delivered. I havent got a delivery I have security cameras, security cameras, dont show my package being delivered just be wary of this company dont do it
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User's recommendation: Don’t do it, don’t do it don’t do it don’t do it don’t don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it don’t do it do it don’t do it don’t purchase anything from this company. I think they’re fakes. It’s been over a month and I don’t have my merchandise don’t do it.

jake a Zvx

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Verified Reviewer
| map-marker Buffalo, New York

Ring purchase

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I bought a ring and within a year it has been send out for repairs 3 times so far (September will be a year). Im annoyed and dissatisfied with the purchase but I cant get a buy out.
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User's recommendation: Don’t purchase jewelry from JCPenney!!!

Leona H Ntn

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Verified Reviewer

Bad customer service

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Received your mystery sale coupon in the mail and was awarded a 50% off coupon. My husband was in need of new sneakers.

We went to the Cherry Hill NJ store and shopped for about an hour trying on sneakers. Finally settling on a pair that was comfortable we went to check out. When I handed the young young man the coupon to try to ring it up and it would not work. He said the coupon was not good for the sketchers sneakers I told him there was a mystery sale sign right on the sketcher sign saying mystery sale.

Which means to me the coupon Can be used on that item. He said I could not use the coupon so I asked for a manager. Manager Maryann came to the register and told me that the coupon cannot be used on Sketchers. I I told her that there was a sign on the sketchers name that said mystery Sale.

She made me and my husband take her to the sign and then proceeded to tell us that people put signs on things all the time so they can get it for a sale price. I told her that me nor my husband was a thief and I didnt like being treated as if I was one. She then pointed out that Puma also had that sign on it and they were also not on sale. I then ask her what sneakers I could use the coupon on and she said she did not know.

My husband then asked if JCPenney was going bankrupt. Thats when she told him he was rude and being disrespectful to her by asking a question like that and he was yelling. My husband is 76 years old and hard of hearing yes his voice is loud and he informed her of that. I then told her that Ive never had such bad customer service and will be cutting up my credits card and contacting corporate.

She said she did not care what we did. Ive been a customer of JCP for years but yes my credit card is now cut up and I will not shop there again.

You should really rethink of having such a person running one of your stores.

Thank you for your time if you would like to see pictures of the signage I do have pictures. Leona Holyk Leonaholyk@***.com

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Preferred solution: Apology

User's recommendation: Don’t shop JCP

2 comments
Guest

JC Penney does not make the exclusions. That is dictated by the brand. Puma and Skechers are two of the brands that don’t allow discounts unless they authorize it.

Guest
reply icon Replying to comment of Guest-2325476

I can understand that. But my problem was why are signs posted on these products if the coupon does not apply to them.

This is very misleading. And why did the manager need us to walk her to the sign and then basically accuse us of putting it there.

Again we are not crooks and did not appreciate being called one. Your manager was rude and out of line.

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Jeanette S Knl

I called the tele # given at 3:18PM EST, as directed & was told CUSTOMER CARE WAS CLOSED AND TO CALL BACK DURING REGULAR BUSINESS HOURS. No business houra were given.

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Trying to unlock my account. I no longer use the website that is on the account. I was speaking with a rep concerning placing an order & she abruptly hung up on me.
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Preferred solution: I would like to unlock my account & make a purchase, today, please.

1 comment
Guest

Probably m-f, 9-5. Definitely not on March 5th which is a Sunday.(Actually their HQ is in Plano,TX. Times may different due to local time zones.)

Rebecca C Tau

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Verified Reviewer

Order

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Received my order today and to my surprise item was missing from UPS package. Contacted consumer immediately. They handled the issue, but how does this happen? I'm so disappointed!
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Loss:
$87

Preferred solution: Apology

User's recommendation: Beware

ROSALIND F Kbs

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Verified Reviewer

Cancel credit insurance

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Ihave not got this resolve been trying since May 2022 ROSALIND FRENCH EFRENCH694@***.COM 314379****no
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Loss:
$300

Preferred solution: Full refund

Betty H Npm

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Verified Reviewer
| map-marker Rome, Lazio

Rewards

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I made and cancelled a purchase using my 15 birthday reward online because you wanted to charge me 3.97 to ship to store when your store has the product in stock. I went to my local store and could not use my reward toward the purchase.

It was for 6 Penny lane liquid hand soaps. They told me the Penny Lane line falls under other exempt items from being purchased using a coupon or my birthday reward. The items were marked $2.69 the regular price. When the sales associate could not get my reward to work she called a supervisor.

The supervisor proceeded to tell me the Penny Lane line can't be purchased with rewards. I told her a few days ago I had ordered them online and was able to use my coupon but you wanted to charge me an additional 3.97 to ship to store and you have the items in stock at the store. She then looked the item up on her hand held contraption and then told me the items are out of stock online but are on sale in the store for 1.49 each. They did not come up like that when she rang it up the first time.

They came up regular price but would not accept my 15.00 birthday reward. So then she tells me I have to find a regular priced item in the store like clothing or apparel. I finally found a pair of flip flops for my daughter for $17 that I could apply $15 reward towards. Then she tells me I have to use my JCP credit card for the $2.00 charge I couldn't just pay cash.

What I don't understand is what's the difference if I would have had to pay a couple few dollars more to buy the hand soap or a couple dollars more to buy flip flops just to use my birthday reward? Everything in the store was on clearance or on sale so I had a hard time finding a regular priced item that wasn't overpriced to the point of my reward being useless! My local store is 20 miles away so with the price of gas and the annoyance it was not worth my time to use this reward. I don't have to wonder why so many retailers are going out of business.It's because you make it difficult to do business with you!

The stipulation on the coupon $15 birthday reward was to purchase any regular priced item(s) totalling $15.01 or more. I did that and then it fell under other exceptions.

I went to Kohl's afterwards and was able to use my $5 reward towards any purchase. And guess what I found a few other things and spent more at Kohl's because they did not give me baloney!

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Pros:
  • Sometimes you can get a good deal
Cons:
  • Want you to apply your rewards towards overpriced items

Preferred solution: Apology

User's recommendation: Watch your reward stipulations

Kristin W Acu

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Verified Reviewer
| map-marker Atlanta, Georgia

Theft case/wrong email given by customer service

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Updated by user Feb 26, 2023

JC Penny never reached out to me to resolve this. The email that I was given by the representative was sent back as a mailer daemon so I couldn't submit my documentation to prove that I had been robbed.

Original review Jan 27, 2023
I was a victim of theft in December before Christmas. I spent multiple hours on the phone with multiple representatives.

I was given a case number and told that I'd have to submit a police report, which I have since gotten from my local PD. Last week when I tried to send the report to the email address that I was given, it was rejected by a mailer Daemon. How the heck am I supposed to get this resolved when I do everything that I am asked to do, but continuously given incorrect information? The email that I was given is CR-SM@***.com
This is the email I tried to send below.

In regard to case#202212****6434 I am attaching the police report for the theft of the items that I had reported to JCP back in December of 2022.

The report is an original from the Town of Creedmoor Police Department in NC. Please rebate me in full for all items that I was not in receipt of by check.
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Loss:
$318

Preferred solution: Full refund

User's recommendation: Make sure to ship your order where it will be secure, or you may never receive it or a reimbursement from JCP. All you will get is frustration, gray hair and lost time.

Anonymous
map-marker Macomb, Michigan

Unhappy with service . John , the manager of the store was extremely rude ! I will not be shopping here in the near future . Sorry

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I bought 2 pairs of jeans .opened an acct ( card ) paid for w/ card , then paid cash to pay the bill. I went to return one pair a day later & John SHOULD HAVE & Could of given me my refund in cash, & instead , deliberately chose to credit my acct . I was and am very disgusted . I called & complained .
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User's recommendation: Treat customers the way you want to be treated .