ComplaintsforJ C Penney Company, Inc.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order on ***************.com, I made sure the shipping address was correct; however, somehow the shipping address changed to my old address in another State. I called *** and was told that *************** had to call them in order for them to make a note for the driver not to deliver. I called *************** and they refused to call *** and told me there was nothing they can do. The order has now been delivered and of course it has not been returned. I would like *************** to refund my money as I did not enter my old address for shipment and I tried to stop the order from being delivered, had *************** cooperated, the order would not have been delivered and it would have been returned by the *** driver to ***************.

  Business response

  04/18/2024

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated April 16, 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 been fully refunded to the ********************** form of payment.
  
  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

  Customer response

  04/18/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a negative reward balance of ******************************************************** at all.. I made a purchase on March 29th of 2024, and on March 30, 2024.. I made the return the very next day on April 1st, I got an email saying I got rewards that has been loaded into my account.. from a customer perspective, I honestly thought these were reward points that JCPenney gives to their customers from time to time.. I always receive coupons and rewards for no reason from JCPenney.. Im just thinking its part of their marketing to get you to keep spending more from what the representative was telling me over the phone is the reason why my rewards points is negative is because of the return I did .. I am VERY confused because if I made the return on march 30,2024 why would JCPenney give me rewards on April 1st of 2024 to use??? If I knew my rewards account would go negative , I would of NEVER used any of those $10 rewards.. I would let all those rewards expire if that means my account would still be positive.

  Business response

  04/18/2024

  Please allow this correspondence to serve as ***** Penney Corporation, Inc.'s ("JCPenney") response to your letter dated April 14, 2024, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. 

  We have explained the terms and conditions of our Rewards program to our valued customer. She has been assisted and her Rewards points balance has been restored as a courtesy. Thank you again for this opportunity to assist our valued customer. 

  Customer response

  04/18/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a notification from *****'s and decided to pay a visit to the shop. While browsing through the products, I stumbled upon a great deal on Platex 18 hour bras. They were on sale for just $17.95 each! Since I was in need of some new bras, I decided to order three of them, all in white.I have written three times to *****'s and had no reply. I just want them replaced, or a refund which will allow to buy them somewhere else. I am so disappointed ************************* they alway been a company I rely on. I am widow living on r month. Please can you help me?

  Business response

  04/12/2024

  BBB Serving North Central ***** 

  ***********************************,

  ******, ** 75201
  
  
  Dear Better Business Bureau,
  
  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney")response to your letter dated April 12, 2024, about the above captioned complaint.

  Thank you for bringing this concern to the attention of JCPenney.
  
  Regards,

   

  Business response

  04/12/2024

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney")response to your letter dated April 12, 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, the customer has been fully refunded for the item ordered.
  
  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

  04/12/2024

  I have reviewed the business response and accept this resolution. 

  *******************************

  Thank you for getting resolved quickly and efficently

  Business response

  04/13/2024

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated 4/12/24, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. The customer has been refunded back to his **** card on 3/26/24.
  
  
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife and I had went to the southern park jcp on Tuesday 4/09/2024 at approximately 3:45/4:00 pm to pick up an online order. Upon entering the store we began to be followed by an over weight white person with a plain white polo t shirt. This gentleman even followed us to the register to pay. I do not like the fact that this person followed us throughout the store. I know theft has been a major issue lately across all retail. But this is borderline harassment. We wont return to JCPenney. And actually because this person was so creepy about it. He should be reported. Rest assured we wont return.

  Business response

  04/11/2024

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

  Our Corporate Resolutions team member reached out to the customer and the store ** regarding their experience.  The customer stated they did not wish to speak to the ** and no further assistance was 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.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a jacket and they delivered to wrong address across the street . When the neighbor looked at package he said this isnt mine and gave back to driver. I have sent correct address to JCPenney ***** and they keep telling me that it was delivered. Even though my neighbor gave it back to driver. I would like to get a refund but JCPenney ***** is telling me since the address was wrong that i cant get back my money. Can you help?

  Business response

  04/10/2024

  BBB Serving North Central *****
  *****************************************************************

  Dear Better Business Bureau,

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney")response to your letter dated April 10, 2024, about the above captioned complaint.

  Thank you for bringing this concern to the attention of JCPenney. 

  Customer response

  04/11/2024

  I have reviewed the business response and accept this resolution. JCPenney has contacted me and has asked me to wait until the 17th of April to see if the delivery company returns the package to them . They will contact me on the 17th and discuss further action from them.  I agreed to this.

   

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had my JCPenney credit card for years and have never had issues and I always pay my bill on time second week in March my payment was accidentally taken out by JCPenney's twice I called numerous times to get reimbursed for one of my payments and never did. I just don't understand why they never reimbursed me for one of the payments it doesn't make sense and it might not seem like a lot but for a person on one income living alone I needed that money back in my account and now it is the next month I'm paying my bill again and was never reimbursed for the second one accidentally taken out last month

  Business response

  04/06/2024

  Please allow this correspondence to serve as ***** Penney Opco ("JCPenney")
  response to your letter dated 4-4-24 about the above captioned complaint. This complaint has been transferred to *************** Thank you for bringing this concern to the attention of JCPenney

• Initial Complaint

  04/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on March 28th, 2024. My order shipped in 2 different packages. On March 29th I received on email that my 1st package shipped it is now 04/03/24 and when tracking the package it still states awaiting carrier pickup 5 days later. My other package shipped 03/31/24 and has already arrived. The product is almost sold out and I'm getting no where with customer service. They won't reorder the 2 items and keep telling us to wait. I want the 2 basketball shorts reordered for the same price and shipped

  Business response

  04/12/2024

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated April 4, 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 with his delivery. Upon further investigation into this complaint, we have been unsuccessful in contacting this customer. Emails were sent out on 4/8/24 and 4/9/24 advising that we had issued a refund for the two pairs of shorts totaling $16.23 to his original method of payment and to contact us by phone for a reorder at the same sales price with waived shipping. We have created case 20240405361755 for this matter and the offer still stands should the customer contact our care center.

  Customer response

  04/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello. I spoke with someone in your call center named ******. She was extremely rude and i advised her ive just had surgery on my throat yet she continued to be rude when i was trying to find out what is going on with my order. I asked her for a supervisor more then once and she placed me on a hold and left me there i am still holding. She never told me she was placing me on hold i believe she wanted to make me think the line was disconnected so that i would hang up. I took a screenshot of how long ive been sitting here just to show you the type of rude representatives you have working at your company.Ive been sitting here with her on this line and she just left the phone on silent for over 10 minutes now. Can someone please call me at ************ my name is *****************************. I would also like to know why my order hasnt shipped which was the original reason for my call to begin with

  Business response

  04/08/2024

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated April 4, 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.
  
  We submitted a coaching for the associate that the customer referenced in her complaint. We were also able to provide an appeasement to our valued customer.
  
  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

  Customer response

  04/09/2024

  I am rejecting this response because:   

  I was told by the representative that called me i would receive a $25 giftcard by email for all the inconvienance but never received anything at all. I dont like being told you will do something but not following thru on what was promised

  Business response

  04/09/2024

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") follow-up response to your letter dated April 4, 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.
  
  We made contact with the customer again and she indicated that she did receive the electronic gift card today. 
  
  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
  
  

  Customer response

  04/09/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I did purchase a pair of Diamond studs on a promotional event -70% discount and 40% discount (using my store card) and I was maliciously deceived. Specifically I did ask for mine Diamond studs on ********* yellow gold. The sales person told me what I was getting was what I was looking for. Mine studs diamonds on 14K gold.. Never told me to return them I should not wear them (so unacceptable, ridiculous)I noticed weeks later my studs were opaque and the color was different to my other jewelry. I went on 04/02/2024 to replace them. Because it was not was I was told. I never paid attention to the labels. I trust the sales person.The store manager ( states they have a policy not to take back jewelry that had been e used. This is not on the receipt and I was never told about it.Clearly it is a deceiver practice by the store (or the manager) ****** . She is the jewelry manager. Once Im not a white person.Please help!

  Business response

  04/12/2024

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated March 12, 2024, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We are sorry for the customer experience. We understand their frustration. We have reached out the store General Manager to reach out to the customer about their experience at their store. 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a couch, love seat, and chair on February 10. Order number ****************. They took payment out on our credit card on March 10. Items delivered today, March 28, 2024. Delivery men got long streaks of black grease on our light-colored carpet that was installed last week for a price of $2,500. Grease came off their small dolly that was not a furniture dolly. Couch was broken. The back is completely broken off on one side and the upholstery is torn out with staples showing. The price of couch was $523.56 plus tax. Called customer service to request replacement sofa but they are out of stock. Requested refund. He said they have to schedule a pickup of the sofa and to wait for their call. We waited nearly 2 months for delivery. We cannot wait at all for a pickup. Our house is small. We need to buy another couch locally to replace the broken one so we have something to sit on. Have guests coming and need a functioning couch. We also need a refund to pay for another couch. I requested an email to confirm my conversation with customer service but he told me he does not have the capacity to do that. The total order was over $1,500. We are OK with keeping the love seat and chair if we can get a refund for the broken couch and get it out of our house ASAP to replace it with one that is not broken that we buy locally. Have no idea what to do about the grease on the carpet. We worked for *************************************************************************************************************** disaster. I hope Penney's comes through to make this right. Thank you.

  Customer response

  04/01/2024

  Someone identifying himself as from JC Penney called at 2:15 today, April 1st. I told him all we need is a refund for the broken couch that is in our home and someone to pick it up to get it out of our home. I had a farm employee standing waiting on his pay when the Penney's man called and it was starting to thunder here. I told the *************** man that all we need is a refund and the broken couch they delivered taken out of our home and when can we expect that. He said he cannot go any further without me providing a bunch of personal information such as my email address, phone number, etc. He just called me - so has my phone number. I gave him my email address that he requested. He said he would follow-up on email but I did not receive any email. Again, all we need is a refund for the couch from our order on Feb. 10, 2024 that was delivered on March 28, 2024. They took the payment out on March 15, 2024. The refund we expect is $654. The JC Penney representative in my email previously said she was issuing a $100 gift card in addition to the refund. There are several long (about a foot each and 1/2 inch wide) grease marks on a brand new carpet from the delivery people. They had a dolly inside that evidently the grease came off on. We attempted to get

  the grease out and it did not come out at all. This is a $2,500 carpet that was professionally installed less than a week ago. Our money is tied up since they won't give us an immediate refund. We are at the mercy of them picking this broken couch up since they say no refund until this one is picked up. Thank you.
  

  Customer response

  04/05/2024

  JC Penney's today sent an email to tell me that they have resolved the broken furniture pickup up. True. The

  broken couch was picked up today before 2:00 PM. They also said in their email that we were refunded on

  April 1, 2024. The refund showed up on our credit card account on April 4, 2024 and it is the correct amount

  of a refund for the couch. However, still unresolved is the heavy grease marks on our new light colored

  carpeting from the delivery people's dolly. The resolution person said that can take weeks to hear anything.
  

  My concern is that it is raw grease that is no doubt soaking further into our carpeting and also can be spread

  further onto the carpet and onto furniture. I presented to the resolution person that I am willing to try to lift

  the grease out and clean it and put a throw rug over the grease spots. I requested money for a throw rug
  

  but told the person that I can find a cheaper one in ******* which is 63 miles away at the Restore (Habitat

  for Humanity) who have a selection of throw rugs much cheaper than in the stores. I am just making sure

  this part does not get closed out as the JC Penney person who has been emailing (*****) made it
  

  sound like everything has been resolved, and unfortunately it has not. We do appreciate them working

  on it. We currently have no couch once again in our home and must now wait all over again for the store

  where the replacement was purchased to deliver. Thank you. ********************* April 5, 2024.

  Business response

  04/08/2024

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your inquiry dated 4/1/24 in reference to 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 were able to contact our customer and address their concerns.  This included assisting with the pickup of damaged merchandise, refunding of that merchandise, and with compensation accepted for this part of the delivery issue.  Also, we addressed the damage to their carpet during delivery through our carrier with a claim process.
  
  We thank you for the opportunity to respond and trust this correspondence is responsive to the incident which occurred.
  
  Sincerely,

  JCPenney Corporate Resolutions Team

*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. ↩