ComplaintsforJ C Penney Company, Inc.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Ambrielle bra from JCPenney March 2024 (see attached) I only wore the bra 4 time and now the underwire has cut through the fabric I spent $42.00 and the garment only lasted 4 wears, I have purchased this brand bra before and had the bra for more than 5 years; on June21, 2024 I explain this to the clerk at the JC Penney Calumet City, IL location she told me I could not return the bra because it was after 60 days, however the JC Penney website states purchases can be returned after 60 days, at this point I want a refund.

  Business response

  07/02/2024

  Dear,
  
  Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated June 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 for the customer. At this time, we have reached out to the General Manager and the customer via email advising them that they can do an even exchange or return the item for a 60 day lowest price. 
  
  
  Regards,
  
  
  Office of the President

  Customer response

  07/05/2024

  I have reviewed the business’ response and accept this resolution. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered two pair of Men's *** jeans on 3/12/24 My husband has worn and washed the jeans. The back pocket of the one pair is already ripping off. I paid $34.99 each.I contacted customer service, and they said returns could only be made if the jeans were unworn and unwashed. They had no interest in the quality of the product that they are selling.It is ridicules that an item cannot even last through one month of wearing.I would like my money refunded of a replacement pair of jeans sent. I can send a picture of the item in question.Thank you for your time.

  Business response

  04/30/2024

  Please allow this correspondence to serve as a ***** Penney OpCo ("JCPenney") response to your letter dated 04/22/2024 about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We procesed a refund as a resolution which was accepted by the customer. Thank you for bringing this to our attention. 

  Customer response

  05/01/2024

  I have reviewed the business response and accept this resolution. Thank you so much for responding so quickly and rectifying the situation.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Managers ***** and ***** treated me like a dog and spoke to me in a manner that was disrespectful and condescending. I ordered a pair of shoes online and found a better pair when I came inside to pick up. I used $40 in rewards in the purchase and ***** agreed to honor the $40 reward as a one time courtesy stating that once rewards are used they cant be added back to my rewards account. The ********************** pair of shoes was ***** and the new pair was on sale for $38.99, which means that I shouldnt have paid anything. She returned the original pair of shoes and only AFTER processing the return for told me that she was adjusting the price of the $38.99 pair to the return value of the $***** pair and I would still need to pay $18.74 plus tax thereby losing money. She talked down to me, asked another employee to explain it to me and even yelled at me. She then told me that because of the way the transaction was performed that I would not be able to return the second pair of shoes. Next I purchased costume jewelry that is listed as not available when it is actually available and charged double the price listed. I was told there is nothing that could be done and I dont have to buy anything from JCPenney. I had a text 30% off coupon and because it didnt have a bar code, ***** scanned something off her cell phone and Im dont believe I received the proper discount. *** never felt so disrespected and lied to in this store.

  Business response

  04/23/2024

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated April 23, 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 and talking with the customer this issue has been resolved. 
  
  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

  04/24/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased 4 st. ***** bay color shirts, size 2xl. They fit like dresses, went down to my knees. They were not th size marked on the label. I contacted customer service chat line and was told she couldn't do anything. I've been buying these shirts for years.

  Business response

  04/19/2024

  Please allow this correspondence to serve as ***** Penney Opco ("JCPenney")
  response to your letter dated 4-17-24 about the above captioned complaint. We have contacted the customer and are working for a resolution. Thank you for bringing this concern to the attention of JCPenney.

  Customer response

  04/19/2024

  I am rejecting this responise because:  I am still being told to give them away  or throw them away. I lost money on these shirts and I'm not satisfied with there response

   

  Customer response

  05/02/2024

  I still have not heard from  jc penney since they told me to throw the shirts away or give them  away. 

  Business response

  05/22/2024

  Please allow this correspondence to serve as ***** Penney Opco ("JCPenney")
  response to your letter dated 4-19-24 about the above captioned complaint. We have reached out to the customer to resolve the issue. Thank you for bringing this concern to the attention of JCPenney.

  Customer response

  06/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  April 16, 2024 - Dear JCPenney: 1.) Please restock each of the following (2) online-only Women's Plus-Size Skirts in Sizes 28 & 30:(1) *** ********* Womens Mid Rise Long Full Skirt-Plus (Purple Ditsy) - Item # *******,(2) *** ********* Womens Mid Rise Long Full Skirt-************************** # ******* - I am sure that customers who wear the other plus sizes that are out of stock in these 2 Skirts would be very appreciative if you restock those other out-of-stock plus sizes, too.My skirt size has changed over the past few years, so i am very appreciative when I can find & buy fashionable clothing whenever I shop inside JCPenney stores & on JCPenney.com.I had added both of these skirts to my shopping cart, but 1 of the 2 skirts had sold out within the the 30-minute timeframe of my searching unsuccessfully on JCPenney.com for possible fashionable & affordable tops to go with these skirts.2.) I would also like to ask if you would allow me to receive the same pricing of $28.91 that was in place for each of these (2) skirts during the JCPenney 2-Day Sale.Thank you, in advance, for your assistance with granting these requests.

  Business response

  04/25/2024

  Please allow this correspondence to serve as *****Penney OpCo ("JCPenney") response to your letter dated April 25, 2024, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We have contacted the customer and provided the customer with a gift card of $57.82 to cover the original cost of both of the items that were out of stock. We have also advised he customer. that we will reach out to our buyers to see if or when the items customer would like to purchase would be back in stock. We did advise the customer that there are no guarantees that the item will be back in stock.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a regular shopper at JCPenney and do to my disability I do my shopping on JCPenney.com. I shop for my Daughter as well as myself. I had purchased her some items she did not like so I went to the store to return the merchandise. The sales associate informed me that I would not be able to return any further items for 180 days. I inquired as to why and she told me that she did not know and proceeded to give me a number to call regarding the matter. I spoke to a representative from this third party company and explained the matter as well as informing them I had just received an additional order for my Daughters prom which needs to be returned because she decided not to attend. I was told by the representative that I could not return this order. I contacted the JCPenney credit **** as well as customer service only to receive a letter from the credit department advising me to contact JCPenney customer service again. These items are on my credit card and I should not be made to pay for merchandise I did not use and do not want. There is no signage informing customers you can only return items on a numbered basis.

  Business response

  04/23/2024

   

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated April 17. 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, however, upon further investigation into the escalation, we acknowledge that the customer is dissatisfied with the return policy. The customer did mention that the store has suggested to contact our 3rd party affiliate - T.R.E.. Decision for returns is at the sole discretion of our 3rd party affiliate - T.R.E.. We regret we cannot provide a resolution in this instance, we do advise the customer to reach out to T.R.E. at the contact number for further review & consideration. The customer has been called & emailed. Thank you for assisting with the customer.  

  Best  Regards,

  Office Of The President

  Customer response

  04/23/2024

  I am rejecting this response because:   The letter that was sent to me from JCPenney was authored by ****** the initial person who I spoke with in length detailing to her all of the facts regarding my complaint including informing her that I had previously contacted the third party vendor and was  told by them that I would not be allowed to return the items.
  In the letter ****** sent me she referred me back to the 3 party stating that they are the only ones authorized to allow me to return my merchandise. Why would I call them again when they previously denied my request. When initially speaking with ****** she assured that a reasonable resolution would be reached. In addition, she stated I would be contacted from a representative from the corporate office to further discuss this matter. Instead I received a letter that was incomprehensible being I spoke with same person and provided her with full disclosure of all the matters mentioned above.

  Business response

  04/26/2024

   

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated April 23, 2023, 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, please note, upon further investigation into the customer complaint, the customer is having issues regarding returns, & return acceptance in store. The customer has been provided the information for & referred to our 3rd party affiliate T.R.E. ( The Retail Equation) for further assistance related to the customers case. The customer called our team again, & stated that they have spoken with the 3rd party affiliate T.R.E. but was not satisfied with their decision. JCPenney's decision to deny a return is based on our partner affiliate (T.R.E.) collective reports. The customer can request a copy of their' report for 60 days following a warning, or denial, for dispute purposes through T.R.E. - customer service channels. At this time, we cannot alter our current course of actions regarding store returns for the customer. We advise contacting T.R.E. at ************** Monday to Friday PST, or writing to The Retail Equation at PO *******************************. Submitting request for resolution and closing of this case. Thank you for assisting with the customer. 

  Best Regards,

  Office Of The President

  Customer response

  04/30/2024

  I am rejecting this response because:   I was unaware of JCPenney changing their return policy and I am well within my rights to return unused merchandise. In addition the representative from their corporate office had no knowledge of this policy and it appears that JCPenney is defrauding consumers. I purchased this merchandise on my JCPenney credit card and I want a full refund.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a flyer from JCPenny in the mail, informing me that if I made a purchase of $400 or more outside of JCPenny from Feb-15 thru Apr-15 using my JCPenny mastercard, that I would receive 200 bonus rewards points (the equivalent of $10). On March 27th, I made a purchase outside of *************** using my JCPenny mastercard totaling $423.00 and after a week or so, I noticed that I had yet to receive my bonus rewards points.In order to rectify my missing points, I decided to first try an online chat at JCPenny.com to fix the issue. I used the online service and the representative informed me that they had nothing to do with JCPenny rewards, so I'd need to get on the phone and call a certain number. I recorded the number and called that department, where I spoke to another representative. After explaining my issue to this representative, I was then told that I was speaking to the wrong department once again and that I would need to be transferred again. I once again recorded the number and was transferred to another department. I then repeated the process of re-explaining my issue for a 3rd time, when I was then told that the issue must lie within ************** (the issuer of the card) and that I would need to call them. I then called the bank and explained the issue to them, when I was told that they have no idea why I would need to call them, since they're a bank that issues credit cards and have nothing to do with the JCPenny rewards program.To make a long story short, I repeated this whole process 3 more times over the next couple of weeks and I still don't have my $10 reward credit. During this entire process, I have also discovered that none of my purchases being made outside of JCPenny were being counted towards my rewards points as of January 2024. When this was brought up to another customer service agent, he simply lied and told us that we would have to wait until the promotional offer period was over to see the reward points., I still haven't.

  Business response

  04/23/2024

  Dear
  
  
  Please allow this correspondence to serve as ***** Penney Corporation, Inc.'s ("JCPenney") response to your letter dated April 16, 2024, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney.

  The Corporate Resolutions Team of JCPenney has addressed all concerns of consumer *************************. We have issued out a total of three rewards due to customer inconvenience. (1) was issued 4/21 and (2) on 4/23. She will work with Synchrony (Issuer of the JCPenney credit card) regarding her points accumulation of non JCPenney purchases.
  
  
  Regards,
  
  Office of the President

  Customer response

  04/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my hair colored by ***** as usuall. Apx 1 month later I noticed a extremely dis color. I waited a few more weeks. ***** only works Saturdays at this salon I decided to call the salon and speak to manager of this salon. He explained quite a few things that could have happened including after ***** highlighted his mixture had changed. He used a somewhat different procedure as I also mentioned no dryer was used as always in the past. He initially offered to text ***** to see his thoughts if it came down. To it he would re do since my next appointment wasn't until end of May. He called me back end of day told me ***** suggested using purple shampoo? I was so confused because ***** and I discussed several times in prior appointments that purple shampoo dosnt brighten or correct and ***** agreed. The manager also mentioned it could be too much color and a color correct :wasnt inexpensive". I was now getting alittle upset he seemed to want me to wait until my next appointment for any further assistance. I called back after receiving that messege. And I voiced my disappointment with the situation and wanted resolution sooner or later. I have not received a return call by either the manager nor ***** the stylist. which leaves me very disappointed and hair looking terrible. At this point in time sincerely it appears I'm being egnored from my last all. I would rather simply get a refund move on to someone who will communicate and resolve my problem. I'm not calling again they are stressing me out. I'm acually very sad about this. I pay alot and tip well I didn't expect this from *****...

  Business response

  04/23/2024

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated April 16, 2024 about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. 

  We are sorry to hear about the difficulties you have encountered. Your feedback is important to us, and we are dedicated to addressing any concerns you may have. Although we are unable to provide a refund for the services provided, we suggest exploring the products and services recommended to help resolve the issue. Thank you for being a valued JCPenney customer. Please let us know if there is anything else we can do for you. 

  Customer response

  04/23/2024

  I am rejecting this response because:   I feel based apon several communications with the buisness the end result will not satisfy me. It seems they want to try to correct but don't know from salon manager to the stylist what will be done. It appears to me either one know what will work to correct. I have agreed to let the stylist on a appointment previously made to correct however the date on my card is not date salon manager has in system I have directly notified the stylist himself(*****) of this error which has happened before. I am now waiting for a return call directly from him on the date discrepancy and cost to me on my next visit. I have asked him to call me tomorrow morning.i re called ****** (salon nanager) and told him I left VM to *****. I am not agreeing with the NO Refund response as I think that would have been fair however I'm still going back and forth with a corrective procedure that keeps getting worse. I will keep you informed on the situation as it transpires.

  Customer response

  05/03/2024

  Now I have a messed up appointment date wise I insisted on date given to me on my card. Now I asked today about pricing for sat may 4th. Again under the impression they would do at least a redo extremely cheap concidering all that has happened now they want ****** from all my last 5 appointments for same service were ****** then take 20% ****** still above all my recent last 4-5 appointments. This is underhanded and totally unexceptable I want this put in my report. This ***** and ****** at *************** salon in leominster mass are unbelievable this is outrageous I believe they cannot do this this is not rectifying the problem what's so ever

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made a full payment to my credit card on 3/29. The company owes me a $105 credit. They held my funds for a 3 week period. This should not be allowed. They were suppose to follow up with me on 4/12 and I never heard back and now have to call again on 4/15.

  Business response

  04/26/2024

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated April 16, 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 has experienced. Upon further investigation into this complaint, we have been unsuccessful in contacting this customer. We have sent numerous emails and left multiple voice messages, yet the customer has not replied nor called us back at this time. The information supplied in the complaint is vague and we need more details from the customer to proceed. We were unable to locate any recent online purchases in our system matching the dispute in the complaint using the email address and telephone provided. We would love to assist but we will need the customer to contact us back in order to do so.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of jeans at JCPenney and did not open, did not remove the tags, nor use them. I brought back my receipt and asked to exchange them for a different size and was refused an exchange. Please note I was not even asking for a refund, but only an exchange of size. As someone who spends a lot of money shopping at this store, I find it unacceptable that one pair of jeans cannot be exchanged.

  Business response

  04/16/2024

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your inquiry dated 4/16/24 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 reached out and spoke to our customer today, 4/16/24.  Our customer was able to clarify that the refusal to exchange the item was due to it being outside of our return/exchange policy time frame.  We acknowledged and addressed the issue along with offering an appeasement which was accepted by our valued customer.
  
  We thank you for the opportunity to respond and trust this correspondence is responsive to the incident which occurred and will close this matter.

  
  
  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. ↩