We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Department Stores

J C Penney Company, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Department Stores.

Important 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.

Complaints

This profile includes complaints for J C Penney Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

J C Penney Company, Inc. has 1086 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 1,152 total complaints in the last 3 years.
    • 314 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/04/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I applied for jc penny credit card but never received one but they accused me with not paying my credit bill , am about to buy a house and my lender called me and said i won't be able to get my loan because of my poor credit score which is due to not paying this credit card ,i tried calling jc penny customer service but they disappointed me with not proving a solution for this , am seeking help from BBB to get my credit score back so i can move forward with my home buying process .

      Business Response

      Date: 12/08/2022

      Business Response /* (1000, 10, 2022/10/08) */ Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated October 21, 2022, 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 to Synchrony Bank. They will be reviewing and responding to this complaint. Below is the contact information for Synchrony Bank. JCPenney Credit Services SYNCB P.O. Box 965009 Orlando, FL 32896-5009

    • Initial Complaint

      Date:10/03/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order online 9/14/22. I went to the store today to pick it up. They could only find half my order. As a result I do not want the order any longer. The woman at the register refunded me the cost of the items but said she could not refund the $4.95 fee and advised me to call the 800 number. I called and they refuse to refund me the $4.95 because 1. The lady at the register did not put in the notes the reason why I "returned" the items and 2. because half my order made it to the store I should still be paying the fee, whether my whole order got there or not.

      Business Response

      Date: 12/12/2022

      Business Response /* (1000, 5, 2022/10/10) */ Contact Name and Title: Kacey Contact Phone: ************ Contact Email: **************** Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated October 4, 2022 about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We have tried contacting the customer more than three times, and was able to reach them. However, the issue has been resolved and a refund has been given. Thank you for bringing this to our attention.

    • Initial Complaint

      Date:09/27/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered items from this company, which they sent to the wrong address. I no longer live in Georgia . They told me that if my ne sent the package back they would give my money back. I specifically told them to send to Chicago address. I have called and complained ,but with no results. I reported it to PayPal who said I would have to pay this bill. But I feel that I shouldn't have to pay it. The bill # is XXXX-XXXX-XXXX-XXXX. Account number. Could you please help me.

      Business Response

      Date: 12/28/2022

      Business Response /* (1000, 7, 2022/10/14) */ Please allow this correspondence to serve as J. C. Penney OpCo("JCPenney") response to your review dated 09/27/2022, about the above captioned complaint. The refund has been processed, please allow up to 10 business days for the credit to post to your account. We have notified the customer via email. Thank you for bringing this concern to the attention of JCPenney.

    • Initial Complaint

      Date:09/26/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On feb. 22nd 2022 , I opened a line of credit at J.C Penny in strongsville ohio. I used this credit to make a $1400 mattress purchase. Upon making this purchase , I qualified for an 18 month deferred interest promotion. I recently looked at my J.C. Penny credit card statement , and discovered that they have been fraudulently charging me interest on the purchase of that mattress. Not only has my payments NOT been applied to the mattress balance , they have also been paying for interest i should not have been charged! The total of the fraudulent interest charges are roughly $150! I have had nothing but problems with this co./business since day one. I am going to be closing my acct. ASAP! I will NEVER purchase ANY ITEMS from this business ever again!

      Business Response

      Date: 12/08/2022

      Business Response /* (1000, 10, 2022/10/06) */ Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated October 6th, 2022, 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 to Synchrony Bank. They will be reviewing and responding to this complaint. Below is the contact information for Synchrony Bank. JCPenney Credit Services SYNCB P.O. Box 965009 Orlando, FL 32896-5009 Regards, Office of the President

    • Initial Complaint

      Date:09/26/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 08/28/2022 I went to purchase some jewelry at JC Penny Store***** in Northridge CA, at 2:13PM. I was told in order for further assistance that they would need to hold onto my driver's license. I handed my license over to the representative Barry in which then placed and locked it away in their display case. After choosing the item I wanted to purchase, my license was given back to me. I was told since it was pre-sale, that pick up would be available on 09/02/2022. I explain to the representative Barry that I will be back on 09/04/2022. At first I didn't think due to the color of my skin why my license was being held, until a few days later after thinking about this incident. When I went back to pick up my items I noticed other customers were being assisted, but without their driver's license being locked away in the display or held. I've tried calling the store, but no success. I've called customer service over 5 times, but still no success. I wanted to know if there's anything that can be done to have someone call me back in regards to this matter. If I knew this was their policy I wouldn't have shopped there. Please note I've shopped at JC Penny many times, and never occurred this type of treatment. I can understand if I had a hood over my head, and a mask over my face but I didn't. No one should have to be treated like that. Stores have security and insurance for a reason. If I was a threat they should've never given me credit.

      Business Response

      Date: 11/16/2022

      Business Response /* (1000, 10, 2022/09/28) */ Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated September 26, 2022, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We have contacted the customer and have come to a successful resolution. We have spoken to the store GM regarding store policy in the jewelry department. The policy is for fine jewelry, gold chains and bridal sets, ID is required to see these items outside of the case. Attached is a sopy of the policy the stores follow.

    • Initial Complaint

      Date:09/24/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made an order #XXXX-XXXX-XXXX-XXXX on August 2nd, My order said it was delivered yet I have not received it. I did submit a police report yet JCPenney has not messaged me back. I am extremely upset.

      Business Response

      Date: 11/21/2022

      Business Response /* (1000, 5, 2022/09/30) */ Please allow this correspondence to serve as J. C. Penney Corporation, Inc.'s ("JCPenney") response to your letter dated November 12, 2019, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney 9/26. We have processed a full refund in the amount of $65.57 for customers order number: XXXX-XXXX-XXXX-XXXX. We contacted the customer via phone and left a voicemail and e-mailed the customer to let the customer know of our actions.

    • Initial Complaint

      Date:09/17/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased items from penney, I received an email saying it was delivered and it was not. I called customer service and all they said was to file a report with the police. I called the delivery company and they told me to contact Penney. I guess the fact that we are senior citizens is the problem. I placed the order on august 25 and there is no response. The amount was $143.00 and it is paid withought receiving my order. Please help

      Business Response

      Date: 12/21/2022

      Business Response /* (1000, 7, 2022/10/12) */ Updated BBB response - Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated September 19, 2022, about the above captioned complaint. We spoke to the customer and a full refund was issued for the missing items. Thank you for bringing this concern to the attention of JCPenney.

    • Initial Complaint

      Date:09/16/2022

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They lost my package did not replace it did not give me a refund made me file a police report and still no refund they have to take responsibility I want my refund I did not get a package at all

      Business Response

      Date: 11/08/2022

      Business Response /* (1000, 5, 2022/09/21) */ Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated September 2022, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We have contacted the customer. We will be able to assist the customer as the policy is complied to further assist. Consumer Response /* (3000, 7, 2022/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not get my refund that package should have been marked lost in transit instead I have to pay for something I never received it's unacceptable they didn't replace nor refund the item packages get lost they mishandled this from day one Business Response /* (4000, 9, 2022/09/23) */ Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated Oct X XXXX, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We have contacted the customer and have come to a successful resolution. Consumer Response /* (2000, 11, 2022/09/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:09/16/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A couple months ago in July 2022 my mom bought me a gift card in Sephora inside a JCPenney store in Silverdale WA. Come September I went into the Sephora inside JCPenney to buy some makeup products. Come to find out they closed down the Sephora store and I was told their contract was up with JCP. When I talked to an associate and asked if she could order my products for me and have them sent to my house since the Sephora store was closed and they no longer had products there. She said no. She said to call the number on the back of the gift card and that she has no other information on how to help me. Meanwhile they are still selling these gift cards on the counter where the Sephora store was! I called the number on the back of the gift card and talked was an associate for over an hour who told me they would issue a check for $75 to me in the amount of my gift card since I am not able to use it. Her name was Vicky and she told me I'd receive an email by the end of the day stating when I should get my check in the mail after she got it approved by her manager. A week goes by and I've heard nothing and received no email. I called the number on the back of the card and an associate said they have nothing on their end proving I had that previous conversation or that a check is being issued to me. This associate then told me there is nothing she can do for me at this time. I asked her then what can I do about my gift card and money and she said she can't help me and her manager is busy. I'm so sick of the horrible customer service with JCPENNEY! I deserve to be able to use my gift card, which is my money, and they aren't allowing me to do that. There is $75 on the gift card and JCP corporate is telling me that I can't use the card and they won't give me my money back! I want my money back and to never shop at JCP again.

      Business Response

      Date: 11/30/2022

      Business Response /* (1000, 7, 2022/10/04) */ Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated October 4,2022, about the above captioned complaint. This issue has been resolved. Thank you for bringing this concern to the attention of JCPenney.

    • Initial Complaint

      Date:09/16/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My sister ordered 80 dollars worth of clothes on September 13, 2022 and even though she put our current address down as the billing address, the JC Penney website sent the package to my OLD ADDRESS and they WON'T LET US change it. NO OTHER COMPANY HAS THIS POLICY. DO NOT SHOP ONLINE AT JC PENNEY.

      Business Response

      Date: 11/08/2022

      Business Response /* (1000, 5, 2022/09/23) */ Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated September 16, 2022, in reference to Complaint Case # XXXXXXXX. 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 her concerns, and we offered our sincere apologies for her experience. We have refunded the customer to the original 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 Consumer Response /* (2000, 7, 2022/09/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

    J C Penney Company, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited 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. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.