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Reviewed July 13, 2023
Sigh. So, I hate to write bad reviews, but I would avoid using this company for furniture purchases. I bought a sleeper sofa and loveseat online, and the customer service is nonexistent. The shipping company was supposed to schedule delivery, but instead, I just received a notice that they would deliver the pieces on the day before July 4th, when I was out of town. There was NO NUMBER to call in case this was inconvenient, or impossible. Long story short, after several messages to JCPenney customer service where they told me there was basically nothing they could do, I got 4 messages yesterday that my pieces would finally be delivered today between 7:30 and 11. If you can believe it, the deliveryman called me at FOUR in the morning and left me a message that he would be there "in an hour"! Who delivers furniture at 5 a.m.? It's an insane asylum. I won't be making a large purchase like this again with this company.
Reviewed July 8, 2023
I do a lot of online shopping. This one needs a lot of work. But my real beef is with their rewards so you spend money and they say you have a $10 reward then try to force you to buy more quickly and take it back if you don't use it quickly enough. I've been a JCPenney card holder since 1989 & spent many thousands. But this website & this practice of taking back rewards has lost them a lot money & saved me a lot... lol. They used to have some really good sales. But overall their prices have gone up and their quality has gone down. But I would consider looking them over again if they would not be stealing my reward that they gave me, I didn't know it came with strings attached.
Reviewed April 11, 2023
I bought two sets of dishes which I paid a surcharge of $8.95 each. They were shipped via UPS. The first box I opened three out of four dinner plates were broken. I called customer service and while they did return the money for one set of plates they would not refund the additional $8.95 I paid and now I have to take the other set back to the store. So I am out $18 for the surcharge and more money for my time and gas to drive 1/2 hr to return the useless set. They do not stand behind their .com orders. I will not do business with them again.
Reviewed April 4, 2023
I'll put the positives and negatives overall at the end of this description. I buy almost everything online but I don't think I had ever purchased a thing from JCPenney's. I was looking for a coffee pot that could take K-Cups and Penny had one that showed up in my shop app. I got a great deal on a little red coffee pot that makes one cup at a time. There was only one available for in-store pickup locally and I knew that had to be the display model that every person had touched and who knows what had been done to it, so I didn't want that. I took advantage of shipping.
Weeks went by, but I was so busy with work I wasn't thinking about the coffee maker other than here and there. Finally enough time went by I thought I really need to look into this. I have accounts with UPS and USPS that allow me to see anything coming to me, which I checked ahead of time and saw nothing in the process of shipping at any point. I called customer service and you get this automated system that calls itself "Penny." It was unhelpful and I was able to get it to put me through to a live person after a bit of a struggle.
The customer service rep was wonderful. She said it was lost in shipping and there was a mandatory waiting period beyond the scheduled delivery date before they could refund my money, but we had already passed that time. She refunded my money and ordered the same item over again for me. She got it for me at the same sale price even though it's no longer on sale and so it's now more expensive.
Now it's over a week later and I realized I should have received this already and I was not about to wait again. I couldn't find a confirmation email from the second purchase and when I called after checking for anything on its way Penny and finding nothing, this item was still sitting there in their warehouse or whatever and hadn't been picked up. She said I should get it by the end of the week and it's now Tuesday afternoon. Of course we are well over a month into this, so we will see.
My overall thoughts are that I don't think UPS is responsible for these problems. When I looked for the confirmation email for today I found an email from UPS that was sent that said when JCPennys had scheduled the delivery for the re-purchase and it should have been to me by the next day or the day after. UPS then sent me an email today that said JCPennys had not provided the package for delivery but had rescheduled the delivery just today. So I think this issue is with Penny's, not UPS.Overall, the positives are:
• Excellent sale price.
• Easy to use website.
• Wonderfully helpful, efficient customer service reps.
• No long wait on hold to speak to a live person.
• Fairly easy to get past the automated system.Negatives:
• Automated customer service system not very useful
• They seem to have failed to get my order to UPS two times in a row, despite saying it was "lost in shipping" the first time, which tells me there may be a systemmic issue.
• There was no option to just resend the item. They had to refund my payment then reprocess my order.
• Because it takes 7 to 10 days for your money to be returned, if you don't have sufficient room on the payment card or anothrt oayment card to use, you could have to wait to reorder for 10 days.
• Because of the above-noted situation, you might find your desired item is no longer available and you may lose the sale price. This is a real flaw in their system and there is no good reason for it as other stores can just reship.
I would not trust JC Penneys with a significant purchase such as jewelry or furniture. I say this as their policy prohibits one streamlined, common sense solution (just reshipping) and can even cost them the sale, as people will just as likely purchase elsewhere after their refund hits, especially if they would have to pay more. This tells me they have poorly thought out policies in place, perhaps more than just this one policy.
Overall, I would have paid maybe $10 more elsewhere and I would have done so had I known this would happen. Their CS Reps were very nice, but they are too limited and their shipping is a real problem. That was the same issue twice in a row and I can't believe it was an outlier if it was twice in a row. I would not be likely to shop with them again absent a super great deal, and if I had the smallest bit of a problem with that transaction I'd never shop with them again. As it stands, I am unlikely to ever even see such a deal as I will not be looking at their offers. So yes, their CS reps were lovely, but I'd prefer to have no knowledge of that, having had a smooth transaction.
Reviewed April 3, 2023
I didn't have the time this past Thursday 3/30/23 to make a complaint due to my busy schedule. However, I will like to start off by saying I'm an 40 plus year old ** women. I walked into your establishment on this day around 5:15-5:20pm (straight from work). I had some free time prior to needing to pick up my children. My experience was okay (no staff help) but I managed to find some things for my 4yr daughter and was amazed by the sale at that time.
After this purchase I went to pick up my children from Daycare my 4yr old daughter and 12yr old son and headed back to the store to do some more shopping (the sale was amazing. I did not want to miss out). However, this time around from the time I walked in and began to shop my kids and I were being followed and watched. Of course I ignored the uneasy feeling because I know I wasn't doing anything wrong so I carried on. As much as, I wanted to cause a scene I kept my composure not to embarrass my children as they watch mommy yell and carry on.
I was racially profiled during this visit. To be followed around the store with my 4 and 12yr old up until I reached the register is beyond embarrassing despite being uncomfortable my entire visit. What amazing sales you had, but I will not return. The experience was even worse at the register when a manager showed as I handed the guy three twenty dollars bills that was snatched out his hand and marked immediately.
Leaving the cashier beyond confused he said "we check twenties too" as he was shoved out of the way. I wish I would've canceled my purchase right then and there. I will not be a return customer at this establishment. I will like this matter to be addressed to your staff. I was humiliated in front of many on line behind me. The manager mic was so loud I can hear the other person on the speaker talking, advising her to check my money. She said, "I'm here now at the register, doing so." Today 4/2nd I returned two items under Tran: ** and will look to bring the rest in days to come. I didn't deserve to be treated like a thief nor a criminal. I hope you all take actions to save other customers to deal with such a poor experience. I looked forward to hearing from someone about my inquiry.
Reviewed Feb. 25, 2023
They will charge your credit card and will not revert it even when no mattress delivered. Rude staff will make you go round and round with customer service and credit card company. Delivery trucker Rider says no shipment received so can’t deliver it.
Reviewed Feb. 21, 2023
I purchased a wedding ring set in june 2022,and in dec 2022 center diamond fell out in engagement ring returned to Conway Arkansas store on dec 26 2022 to have fixed since I didnt purchased the extra protective plan I agree to pay out of pocket for repair ,the ring was sent back to store feb 15 2023 un fixed, The jeweler for jcp has stated ring cant be fixed to offer me a buyout BUT jcp refuses to honor buy out since I didnt purchased the extra protective plan so I'm out $800 .00 because jcp wants to pull some BS not to cover there jewelry
Reviewed Feb. 13, 2023
My husband and I retired a year and half ago and moved to Florida. I purchased Loom & Forge navy towels for my guest bath last year. The first person to use them was my daughter who informed me that the navy towels were shedding (I had washed them before she used them). I washed them a few more times and again after the next several guests left, when I went to clean the bathroom, there was little blue fibers all over the tub. As they are only used for guests, and I was tired of cleaning up the fibers, I decided to take them back as they are defective and actually cost a pretty penny. As it was past the 60 days and they had been washed, JC Penney would do nothing. I am very dissatisfied with this as will never purchase from JC Penney again.
Reviewed Feb. 4, 2023
Ordered shirts online. Two shirts arrived three days apart. Found them to be too large. I sought to exchange them online. Can not do. Called customer service and was told exchanges only at store locations. Total cost of two shirts including taxes and deliver was $32.00. The nearest store was 45 minutes away. Decided to just return rather than exchange. They wanted to charge $8 per shirt to return. I will keep the shirts and never shop at JC Penney again.
Reviewed Jan. 9, 2023
I ordered a bed from JC Penney online on November 24, 2022 order # **. I specified and paid for deluxe delivery, indicating that the delivery agents would unpack, assemble, inspect, touch up and rewrap item prior to delivery. Agents would then deliver item to the room of choice and remove all packaging materials. Instead they showed up a month late, on January 3, 2023 without calling first and just dumped the parts in my bedroom. They are a third-party carrier. JC Penney said they would have someone call me in a few days for assembly and gave me a reference number of **. I am 68 years old and there is no way I can assemble this bed myself.
Reviewed Dec. 10, 2022
This company is the ABSOLUTE WORSE! The fact that they are even still in business is trifling. I literally placed and order and it said in progress almost immediately. Then I tried to cancel an order less than 24hrs later and apparently it was “impossible” until you speak with someone in escalations. Then they can’t ever send you a confirmation email. Customer service doesn’t know anything. One of the reps literally told me the cancellation email comes automatically once the order has been cancelled and then in the same breath turn around and tells me it will still take 24-48hrs to receive the cancellation email. Like what? I absolutely hate this company and will never spend my money with them! Thanks for nothing.
Reviewed Dec. 8, 2022
The online ordering portal for JCPenney is terrible! I ordered 2 items and indicated that I wanted to pick them up at the store. The ordering portal said that they were available. Then when I finalized checkout, one of the items said it was being shipped to my house. I didn't want that, so I immediately hit 'Cancel Order'. The ordering system said "Cannot cancel, order is already processed." Literally less than a minute.
When the first half of my order came to the store, I went to pick it up, and the item was the wrong size/color. Not what I ordered. They could not complete a return at the register because the other item had not been shipped yet! ARRRGH! He told me to come back when I received the rest of my order. Of course the payment had already been processed!
Now that shipped item is lost in Lala land. The order information says 'Pending', but no shipping info or tracking information is available. I called customer service (what a joke). It took 30 minutes for the guy to look up my same screen and tell me exactly what I could see on my own. He said he has no idea whether it is shipped, what carrier is shipping it, or how long it would take. Please do yourself a favor and shop elsewhere.
Reviewed Nov. 29, 2022
I called customer service about a necklace before I purchased it because the description didn't specify female or male. The rep reassured me it was unisex and would hang down to a man's chest. The necklace came and anyone could see it was clearly for a female. I only went through with this purchase after talking to someone from the company first. I got it monogrammed for my bf for Christmas and now they won't take it back even though the rep was the one who recommended it for a man. Totally disappointed in how customer service handled it after being a long-time loyal customer and will now be taking my hard-earned money to spend somewhere else where the reps that work for the company actually know what they're talking about. I would've never made this purchase without the rep's influence.
Reviewed Nov. 18, 2022
I ordered online a couple days ago, received a package today, with the correct address on the label, open the package and it is NOT what I ordered and the invoice has someone else's name and address on it. I call customer service, the lady wasn't understanding what I was telling her, kept explaining for 20 minutes, finally, she understood and told me that she could refund me my purchase amount once they received back the items that were sent to me. I was so mad because what I ordered was a Black Friday Deal and was something I was super excited about for my daughter for Christmas.
After I hung up with that lady, I sat and stewed over this because I was so mad. I then got on a chat with someone else and again they didn't care that this mistake was made. Most companies would offer something as an I'm sorry gesture. NOPE, not JCPenney, they didn't care. I am so disgusted and wasted 2 hours of my time because they screwed up. I will never shop here again.
Reviewed Nov. 13, 2022
I ordered 2 dresses for my nieces wedding. They arrived a few weeks after my husband was killed in an accident. I returned them and received an email that I would be refunded the total amount I paid. Within a couple weeks received 1/2 of refund amount. Called in and was told to wait a couple days for rest. Called in again in a few days and was told to wait a few more. Called in again and was told whole amount refunded… but no credit either to bank statement or credit card. Called in again and after speaking with supervisor was told they would send a check to me. After 2 more weeks received a check but it was less than amount of the other half. I have contacted them at least 12 times and when you live on social security every bit helps. They refuse to resolve the situation. DON'T DO BUSINESS WITH THEM UNLESS YOU WANT THE WORST CUSTOMER SERVICE POSSIBLE!
Reviewed Oct. 22, 2022
I purchased a coat and used a coupon. The coupon was not applied to my order. I told them this when I picked it up. They said it wouldn’t be an issue. I can call and have them make an a price adjustment, I called and they are refusing to honor the coupon. This is a corporate company where customers like us keep it going and they do nothing to keep their customers happy. Will not be shopping there anymore. SMH.
Reviewed Sept. 7, 2022
I wish I could give a -5 star rating. I purchased a pair of Ashley bar stool from JCP. I realized later that the chairs were lacking wooden support on the seat. They are super uncomfortable and make my thigh hurt. They sent me defective items. I called to JCP customer service and they denied to adjust or return of the order simply because it's past 90 days. The customer service manager was rude and simply denied to make any correction on the mistake they committed. Can a seller like JCP sell any garbage to customers and rob customers' hard-earned money? Can a seller like JCP back off from their responsibility of consumer satisfaction? I am not surprised JCP is doing super poorly and vanishing from the market. I am super disappointed and will never return to JCP in my life again, will tell to do so to my family and friends. Adios JCP!
Reviewed Aug. 12, 2022
I ordered a sectional on Aug 2nd, 2022. Fantastic sale, super discount with coupon - took screenshots, purchased the item - got order receipt and ship date of 8/18. JCP cancelled my order on 8/12 and had the audacity to tell me that I cancelled it. I did not cancel it - in fact, I had purchased other furniture to go with it. They said I could re-order it at the te escalated, non-discount price now that the sale is over due to it being cancelled. I am furious. Such a scam. They hold your money, collecting the interest off the transaction and then cancel your order while gaslighting you trying to convince you that YOU cancelled it. Such a joke. I am so disappointed and hope they close down.
Reviewed Aug. 10, 2022
I ordered T-Fal pans. They were packed in a plastic JCPenney bag and I received them with a crack in the handle. I'm super disappointed. Also a shampoo was leaking. They require me to pay $8.00 for the shipping label and bring them to the UPS store. What a inconvenient.
Reviewed July 29, 2022
I buyed women shoes from JCPenney but the size was wrong. I returned but never got my refund. It been a month and still no refund. I call and email and still nothing. Sometime you think trust a company but if you're nobody like me and disabled person too I was really disappointed. I said I never got my refund. What to do. **
Reviewed July 21, 2022
Ordered sectional sofa may 30 2022, order was to be shipped by June 29th 2022. Hadn't heard anything and called on July 5th, they knew nothing, just said it should be on the way. Still nothing. Called again July 11th, was told they'd look into it. Received email from them that night saying new ship date of July 18th. By the afternoon of July 18 still nothing. I respond to email for update, no response. Today, July 20, I email again, no response. So I call customer service again, rather than provide any info they hang up on me. Call back and get a supervisor, Kim **, she says new ship date is Aug 15. That's unacceptable, so I ask for a refund. She says it won't process. She also said she's never heard of the FTC, the 30 day shipping rule, or the fair credit billing act. I was never informed of the delay much less asked if I consent to it, nor was I ever offered a refund. I feel they are giving me the runaround to run out the 60 day clock of disputing the charge so they can keep my payment for a sofa that likely doesn't exist.
Reviewed July 6, 2022
I ordered some clothes for my son on June 15, 2022 I changed my physical address but I didn't change my delivery address. I noticed the mistake the next day so I called UPS to change the address but they explained to me they couldn't do anything because it already was shipped. I called JCPenney.com customer service. They said they couldn't do anything to help me. They delivered the package to the wrong address on June 24th and forwarded the package to usps and created a claim. I still have not received my package yet.
Reviewed June 22, 2022
Recently my GF and I purchased a couch a bed and a bed frame from JCPenney during their memorial day weekend sale. I received a phone call to set up a time for my drop off and the person on the phone informed me that they wouldn't be able to bring any of the furniture inside my home. I was confused I just spent 1800$ dollars with this company and they couldn't finish the job. They informed me this was because of covid restrictions. All I wanted them to do was bring the couch in which is the heaviest and most awkward thing to move. No can do. I offered to wear a mask and not even be in the area. No can do.
NOWHERE on their terms and conditions nor on their website does it say anything about restrictions because of covid and the inability to bring things into people's homes. After getting off the phone with customer service there is nothing that can be done because the hub that THEY employ tells them what they will and will not do. I'm honestly dumbfounded by the lack of customer service from JCPenney and I can say for certain I will never shop with them again.
Reviewed June 21, 2022
A couple months ago I ordered clothes and shoes. I never got my package. I did however get a package of the wrong item that they sent me. So I sent it back and the agent said I would get a full refund. I sent that item back and now they want me to file a police report on my package. On the wrong item. What sense does that make? I got a package, but it was not what I ordered. I’m having to fight tooth and nail to get my refund. I’m going to file a police report and they're going to look at me stupid because I got a package of the wrong item. I hate JCPenney and won’t be ever shopping here again.
Reviewed June 3, 2022
I have shopped at JCPenney since I a young child. I’ve seen the company flourish and flounder. Recently, due to Klarna and my being on a fixed income I was able to shop here again for all of my needs and all of gift needs. I’ve never missed a payment and I shop here quite frequently. After shopping a recent sale I go to check out and can’t find the Klarna app. I contact Klarna thinking it’s their error. They to see the app has disappeared. I call JCPenney and am told yes they have cancelled the Klarna app and in about a year they will have have their own version of buy here pay later. Well what am I supposed to do in the meantime. I’ll tell you what. I’ll NEVER step foot in one of your stores again or shop online. My business obviously is not important to you. I’ve deleted your app and blocked your emails as junk. How dare you pompous ignorant fools. I can easily spend my elsewhere. You are not the only store in town. Good riddance.
Reviewed April 25, 2022
Went in salon and picked up shampoo & conditioner. There was a 40% off sign on same shelf. I put items on counter to check out and lady comes from behind the counter to remove the sale signs. She insisted I pay full price. No thank you. I will shop elsewhere.
Reviewed April 19, 2022
So, I bought the set of sofa and loveseat but once received was in total shock! Never in my life seen sofa that came in a box and need to be put together like a puzzle. One red flag! So I put the sofa together and it sit okay on its handle but the loveseat was not as lucky with as one side was not set correctly. So I did not call to get it pick up or changed due to it was during all this Covid-19 shenanigans and was not sure if they would pick it up once deliver. Well, I waited to call them but when I did was told it was over a year ago and there was nothing they could do about it. Horrible business. Lack of integrity to their customers. Indeed don't recommend anyone to do business with JCPenney! Sad as it sounds.
Reviewed April 5, 2022
Horrible! Tried to place order on the website. The website won't remove shipping if you ship to store. Then you call in to customer service. They give you the run around. They want to verify your account details and all you simply want to do is to get help with your order online. First you have to spend 10 mins verifying your account details. If the details don't match because you moved they won't help you. All you want to do is get help with the shipping to the store for free and not delivered to your home to avoid the shipping cost. Extremely hard to get help with a basic order. All you want to do is get help with removing the shipping to the store. This is why retailers like Sears go out of business of making it to hard for customer to order something.
Reviewed March 29, 2022
I ordered clothes online. They were never delivered. I have cameras at my house and nobody came to my house or delivered anything the day they said it was delivered. I called JCPenney and they said it's not their problem since the delivery company said they delivered it and I would have to go file a police report. I've spent an hour on the phone with customer service, who did not care and just repeated that it's "their process and they were sorry." Been using JCPenney since I was a kid. Will no longer be using them. Pretty bummed out that they could not care any less about the situation if they tried.
Reviewed March 6, 2022
While I used to think JCPenney was a great place to shop a recent online order proved otherwise. I ordered several items including a denim pair of shorts- they sent shorts 2 sizes smaller than I ordered. I tried to begin a return but they tried to charge me $8 return postage- so I called the number provided. The lady argued and said they don't offer them in the size I received. I immediately read her the UPC number on the shorts. All I wanted was the correct size shorts and I asked to speak with a supervisor.
I asked the supervisor to please just send the correct size and their corporate policy would not allow him to do that. He spent a lot of time trying to assist me, but their policy would not allow an exchange. The shorts were a clearance item with a very limited quantity. Now I have to wait for my refund to reorder. Please keep in mind that JCPenney is who caused this issue, however they won't fix their mistake. I will no longer purchase items from this company and I highly suggest others reconsider purchasing from them as well.
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