JCPenney Customer Service

User Reviews, Ratings and Comments

JCPenney customer service is ranked #184 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 47.55 out of a possible 200 based upon 1043 ratings. This score rates JCPenney customer service and customer support as Disappointing.

NEGATIVE Comments

933 Negative Comments out of 1,043 Total Comments is 89.45%.

POSITIVE Comments

110 Positive Comments out of 1,043 Total Comments is 10.55%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • JCPenney

    Customer Service Scoreboard

    • 47.55 Overall Rating
      (out of 200 possible)
    • 933 negative comments (89.45%)
    • 110 positive comments (10.55%)
    • 5 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.9 Issue Resolution
    • 3.4 Reachability
    • 3.4 Cancellation
    • 4.6 Friendliness
    • 4.2 Product Knowledge

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Posted by Dawn


My husband bought me a 10 carrot gold rope necklace for my birthday in November. It started unraveling in January so I stopped wearing it. We went into the store last week and asked for a replacement and the lady behind the counter said that after two months they don't do exchanges. No exchanges on a $650 necklace? I'll never spend another dime at jcpenney's.

Posted by lisa


JCP is denying returns with a valid receipt. they use a 3rd company called "the retail equation" to track returns. I buy clothing for 5 people and the fitting rooms at my jcp are always closed. I buy several pairs in different sizes, go home and have the family try them on, whatever doesnt fit I return usually within 2-3 weeks with the valid receipt, all tags attached, and unworn. Most of the clothing ranges in price from $8-$30 and the receipts were around $100 total. Not sure why a mom is being targeted for "fraud" when I have valid receipts. I spoke to the manager at jcp and he says he cannot do anything and i have to contact "the retail equation", when I call the retail equation they say they will contact jcp and get back to me in 30 days? seems strange that jcp doesnt accept returns with a receipt. I will no longer shop at jcp if i cannot return anything.

Posted by llisa


JCP is tracking your returns by a company called (the retail equation). my jcp always has the fitting rooms closed. over the past 2 months i made 5 separate purchases. Total amount was around $300 dollars. I bought about 13 pairs of childrens jeans, 3 pants for woman and 3 shirts. I returned 90% because it didnt fit well. I had all the receipts, all clothes were unworn with tags, and i returned 2-3 weeks after purchase date. The retail equation company thinks my returns are abusive and now I am unable to return anything at jcp. Do not buy anything from JCP if you might need to return. Now i am stuck with a bunch of childrens jeans that do not fit. very unsatisfied with jcpenney

Posted by Melissa


They are very unprofessional at the Kerrville Texas store number 1048 today. My friend and I were shopping and we were harassed by supervisor Charlotte Dempsey and the beauty manager Melissa Vela. When we walked in the store, Charlotte was cashiering at the men's register. I went to jewelry where I asked about some repairs needed to jewelry that I have purchased. My friend went on into beauty. I followed after him because he was going to buy a lip gloss. The beauty manager, Melissa Vela proceeded to call Charlotte in there, and Charlotte then came in and was yelling at us very loudly all the way until we left the store other customers were looking at us like we did something wrong. One actually came up to us in another store and asked if we were OK . We did absolutely nothing wrong other than being ex employees of the store. I have reached out to the general manager, because the beauty manager, Melissa Vela hand wrote bogus, childish papers with my name and phone number, and place them all over the mall. The mall manager reached out to me to let me know.. myself, and several others have reached out to HR letting them know of things that they have done, and absolutely nothing has been done. so as of today, my husband and I will be paying off our card and no longer shopping at JCPenney's and we will tell everyone that we know.

Posted by Jennifer L


JCPenney, Daytona Beach, Florida. My daughter went into the dressing room with her baby. She forgot to lock the door but shortly right after that she got a knock on the door and she said I'm in here and employee from JCPenney. Still open the door. the employee didn't say oh, I'm sorry you're in here. She was trying to talk to the baby while my daughter was trying to change in there. I called the manager and he basically pushed it off. His name is Roger at the JCPenney mall in Daytona Beach Florida. How can I escalate this. Someone needs to be written up for invading my daughter's privacy, like that. that is not safe.

Posted by Anonymous


So I received a 50 per cent off coupon by mail so I went to the salon and was getting a curling iron for 80.00. So I told the young lady behind the counter that I had my coupon for half off. She took it from me and at that time she said it would probably give me only ten percent off. I said well it says on fine print salon also. Anyway my husband and I asked for it back so I could go use it on something else and she said I already ran it thru and I can't give it back to you. I said well just delete the purchase I don't want to buy it. She said I can't I already ran it thru. She shouldn't have done that until she was sure she didn't even read the fine print. So she tried to make me feel better by telling me that it was on sale anyway. I was devastated cause I wanted to get a piece of jewelry I had been waiting for and the coupon would've been my chance to buy it. She gave me a coupon for 30 percent but I wanted my old 50 percent off coupon. She ruined my whole day after that. These ladies behind any register need to make sure that the coupon is going to work for that certain percent because as an elderly I still didn't understand why it didn't take the 50 percent off on the curling iron. Other than that I love shopping at Penney's my favorite store so when something like this happened to me I was and still am bothered about it. And so this is the only reason my rating for you will be low.

Posted by Anonymous


Terrible customer service. Called to check on an order that wasn't received. I was hung up on so I called back and got a male associate that was difficult to understand and when I asked him to repeat what he said he just ignored me and continued talking. He wouldn't listen to me and I ended up hanging up and never getting an answer.

Posted by Denise


4 different times I ordered the same Oneida Lincoln 45 piece flatware set. Each time email stated it was delivered when it wasn't and i was charged each time. Last time it was UPS that delivered to a dock 11 miles from my house. No wonder these places are going out of business. I ordered from J. C. Penney because it was about 10 dollars cheaper with the coupon code and points, never again. Next time I'll just use my Amazon and be safe and done it's worth the 10 dollars compared to the hours on the phone arguing and trying to figure out where the order is weeks later.

Posted by Anonymous


JC Penney has the worst website,the worst Customer Service (There is no Service) They received my money 5 weeks ago. No merchandise. Called Customer Service, which could not speak my language, though he did get my order numbers right. Now, JCP.com claims I have made no orders. I'm done with this clown show company!!

Posted by Anonymous


I love JCPennys! I enjoy shopping for all kinds of things there. They have cut back on staff which is unfortunate but on Sunday I went and needed to ask a question. The sale lady (Tavina) was so rude, huffed her breath and rolled her eyes. Unbelievable! I ask where the carts were since they had moved them and you would have thought I ask her to go and build it!

Posted by Mixie 57


I received services at JCP salon today at Lynnhaven Mall. The stylist was nice, but the salon was dirty, including the wash basins and waxing equipment. Employees that were not serving clients were on their cell phones or holding personal conversations. So unprofessional, so disorganized, so dirty. The whole salon needs a complete overhaul. Peeling paint and wallpaper. Cabinets falling apart.

Posted by Tamera


My husband went in to the Woodbury store and bought a suit and he was going to pay with his debit card but they talked him into getting a jcpenney credit card.
They charged both his debit card and put the charge on his new credit card. He called and they said sorry we may take up to 60 days to give your money back. This is ridiculous and we will never shop here again. There is no reason when the store is at fault that you need to keep our money for 60 days.
The person who answered the call was hard to understand so this made it worse.

Posted by Patricia


Have been a card holder for years and active customer. Was sick and tried to make a return after 60day policy and was treated rudely and disrespected and belittled by manager at Fairview Heights store on 8.4.23 around 7pm CST. She allowed the employee to disrespect me as well and laughed as I walked away. I will go to another store and spend money and share my experience wherever it's acceptable. Very poor representation and customer service skills no appreciation for devoted patrons. I told the manager I'd never made a return and was not aware she srugged and said business is doing well and that's our policy. So dismissive and lack of empathy. Do not shop here during this time the manager is so disrespectful! Copy and paste.

Posted by Mratha


I list my receipt I had my credit card bill. I just wanted to exchange items for a different size. Was told no returns without receipt. Although website says you can use credit card bill. I have loved jcpenny for years. But the attitude and tone I received when I called the Valporaiso store. I probably will close my account been a customer for over 40 years. I do realize it's my fault I lost the receipt. But now I have bras I cannot use due to size I thought they were correct size but after wearing a couple I realized I needed a smaller size. I was only wanting to exchange the ones I didn't wear.

Posted by Kim


JC Penney return policy is terrible. Kohl's and Target are so much better. Tried to return items never opened and was denied. Never will shop online there again. Lost a good customer.

Posted by Anonymous


Worst online order, worst customer service

Posted by Zoraya weiss


Hello I am writing this review because we are concerned with the customer service at the cherry hill mall jcpenny wich my daughter and me went and the closing time online says 8 pm but the workers were closing the doors just before 7:27 pm....we have to rush out of the store because the woman was closing before the time....and we ask are you closing now? And the lady say " yes we are" I said oh the closing time online says 8 pm but she rolled her eyes and continue to close..ignoring us!!

Posted by Sandy


Do not buy a mattress from jc penny. If it needs to be returned they charge you the entire original amount plus a 15 to 20 percent restocking fee even if it is unusable. Then they exchange it during delivery, which they tell you not the other way around like it should be,then after a time they won't give you then they refund the money you've spent twice. This is asinine. I mean wtf really. DONT BUY. BEWARE.

Posted by Cattery


Horrible experience purchasing a mattress. Salesperson misled us on discount available. Delivery company terrible. Can't contact them, rude, and delivered mattress with no warning. Wouldnt remove old mattress as stated by salesperson. I talked to at least a dozen Penneys employees and they all told me something different regarding the various problems I was encountering. Still fighting with them to take away old mattress. A truly lousy experience.

Posted by Nonda510


My customer service experience at JCPenney's Avon lake Ohio was horrible, unprofessional and discriminatory to say the least.

I went to purchase jewelry and the jewelry department the sales associate saw me did not greet me and then when I had to go and ask her for help, she was very reluctant to assist.

Finally, Paula came at her leisure to assist and she was not very helpful. Her tone was very truculent.

I ask Paula to show me a gold bracelet she threw the bracelet on the glass counter.o found this to be offensive. I had to ask Paula to show me a bracelet. Then she threw it. I felt as though it was preposterous, discriminatory and unprofessional.

As there were Caucasian shoppers in the jury department to which Paula Stone was very nice she greeted them once they enter the jury department and she was very pleasant towards them until she got me who is a multiracial individual.

Posted by Paula


I placed an order April 19/20, 2023 through the JCP online Outlet website. I was so excited to get such great deals.
I waited weeks and weeks for the order show. When I emailed (there was no way to reach by phone) I was sent a link to their order tracking site. That was a joke.
I waited for 8 weeks and no order. The tracking system says it delivered to my mailbox but it did not. I never received either one of my packages. I got scammed!!

Posted by Anonymous


I have been so frustrated by my order for mattresses.the store contracts deliveries from another town. They said delivery in 7 to 10 days. It took over a month
Then the box spring was damaged. Now they want me to pay for another one before they'll pick up the damaged one and deliver a new one!

Posted by Joann


Went to Penneys today saw pair jeans with pink tag for 299 two black sales clerks called a manager though I have never seen here before the innuendo was I had switched the tag so not true 299 come on and gold member they should have honored the price on the tag totally pissed off they said they scanned for 10.99

Posted by Kranraspberry


My order never arrived. Called customer service 3xs and not once did they offer to overnight or reship. Just told me to wait 2 weeks and then they would refund me. Never shop there again. Plus the quality is piss poor. So sad.

Posted by Heather P


I was told over the phone that I'll be charged $8 to get a return label. I don't see that anywhere online in the return policies. I refused and he said I can come to the store for free. Very unprofessional. I was a loyal shopper but I'll just take my money to Kohl's where the returns are easy and friendly.

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Posted by Anonymous


I am a customer for the salon and Gena is an excellent stylist and manicure ? pedicure assistant, she's the Best!....but the salon needs to improve the A/C system because is unpleasant to stay for two or three hours that I usually spend every week
Hopefully my request will be listening because I don't want to loose her profesional and lovely work
Thanks! ?

Posted by Ramona


We had the GREATEST!!
experience at JCpenny in Westery RI today never happens in the CT store the sales person Linda in Mens department was extremely helpful we was looking to buy a mens suit & dress clothes for our grandaughters wedding
Linda was so helpful & informative made recommendations but not pushy in any way ,never had this service ever before & we have shopped with JCpenny for years will shop at this store in the future Sincerely Ramona Smith

Posted by Debra


Want to acknowledge the Great Customer service I received on 8/3/23, at the Stonecrest Mall location. I needed to pick up a .com order & return a few items. CRYSTAL was the only employee working this area. She was able to "multi-task" several activities at a time, which kept the line moving. She made every Customer feel that she valued their time & wanted to handle their transactions ASAP. Such a welcomed customer service experience! KUDOS CRYSTAL!!!!!

Posted by Anonymous


Charlotte provided us with superior service in our recent shopping experience during the pre Father's Day and Fourth of July Sales. I would highly recommend her to my friends and family as someone who is very helpful and attentive!

Posted by Tonie


Great service. Toni's is amazing Hair Stylist she does exactly what you want above and beyond love her energy and smile, always listening to the costume road and making sure that the customer is happy with the end result.

Posted by Anonymous


Had a lovely experience at out
JCPENNY in Lafayette,In store. Thank you DEB for your help with getting us a wheelchair and helping us with finding a perfect blouse for mom. Love JCPENNYs sales and love DEB THANK YOU

Posted by Anonymous


Had a good experience at JCPenney Wilke Barre Pa. The manager (Zavier)resolved an issue I had on the day of my visit to the store. I greatly appreciated his assistance. He was extremely kind and professional!

Posted by Anonymous


On Sunday we went to P nets in Mishawaka In. We purchased drapes and rods. Betty helped us fine what we needed. She was delight to work with. She was helpful and very friendly. Very good employee!! She called a lady over to help with something, I don't know her name but she was very pleasant as well. Thank you Betty for being such a big help.

Posted by Anonymous


Cindy from store 2346 assoc 0043 is great and very friendly. Thank you Cindy.

Posted by Karen


Bonnie in the jewelry department was especially patient with me as I looked at several items.

Posted by Cheryl


Just want to let JCP know that I received outstanding customer service from Pacina today while shopping/purchasing at JCP!

Posted by Nancy


I appreciate the security lady's help! She was so friendly and helped me bandage my husband's hand. Very sweet lady.

Posted by Anonymous


Had an excellent experience at store in San Antonio Tx at Southpark mallJCPenny! Think associate # 0688 at 3:05-2/28/23pm. I picked up an order! She was very attentive that I was waiting for help at pickup station. She was at cashier line! She turned to me and said she would call someone to help! One associate passed right by me not even asked if I need help! This young lady #0688 came right back to apologize for the delay in waiting and proceeded to get my package!! That is customer service!! She should be appointed to give a class on customer service!! Hope you can give her recognition!! S. Hernandez!

Posted by Svitlana


Gerardo was very helpful, friendly and professional.

Posted by Mary


Mary was very friendly, knowledgeable and informative. She did a wonderful job!

Posted by Anonymous


Mindy was a very friendly, professional clerk who helped me with my sales issue.

Posted by Store Employee “Debbie” Men’s ar


Let me begin by saying my experience at the Quaker Bridge Mall JCPenney today was a fantastic one. My interaction took place at the cash register with an employee by the name of "Debbie". I overlooked the big and tall department when I initially entered the store. I spoke with Debbie at the cash register, and she directed me to the appropriate area. I was extremely satisfied with her level of service, being both attentive, and concerned that my purchase went successfully. Another customer who purchased a shirt from the big and tall section was unable to receive the advertised price. For some reason the cash register would not except the price, and Debbie personally came to the section to verify the price so other customers would not have to experience that inconvenience. When I returned with my shirts, the application that my wife uses JC Penney branded was not functioning as expected. We worked with Debbie and she went the extra mile to ensure that we received the additional 20% after I purchased three big and tall dress shirts for over $130 . Debbie exemplifies what going the extra mile means and whatever recognition program you have in place, she truly deserves. I am very happy that I ran into her today and besides saving me money she had a smile, the entire time my wife and I interacted with her. Thank you Debbie for a job well done. United States, Navy Submarine Veteran.

Posted by Michalyn


LeAnne was very nice and helpful. She helped with my prom dress and got me plus an awesome discount as well. LeAnne went above and beyond signing me and mother up for the JC penny's rewards program. Outstanding absolutely thank you for your help, LeAnne.

Posted by Anonymous


On the morning of 12/22/2022 I had such a great experience at your McDonough GA location. I was first directed by Miss Caren to look for gloves for women. Miss Caren was very nice and engaging. I then met Miss Wanda in ladies accessory and what a pleasant sales person knew her merchandise which encouraged me to buy more. I went to the jewelry Dept and met Miss zJolene what a professional demeanor and pleasant disposition. Haven't shopped in JC Penney in a while, I am glad I went your store that morning.

Posted by KFish1220


Great customer service for a return!
Ordered curtains twice. Quality item for the price I paid.

Posted by MARIAN


Would very much like to commend Ayesha for her friendliness and assistance when I visited your Flower Mound location on Long Prairie Road-12-08-2022.

Posted by Anonymous


What a wonderful representative!
She is putting a cancellation through for me.
Thank you,
Carol Holland

Posted by Anonymous


There is a lady named Terri at the store in Cookeville, TN, she is the most fantastic employee that Penny's has ever had. I had a problem with a piece of jewelry. She took care of me and made it right. I am so grateful to her for what she did for me. She should be rewarded for being such a great person! Thank you again, Terri.

Posted by Jennifer


Highly satisfied. I talked to a women named Jennifer today about a delivery issue with may package. She was an agent manager I think. She did an amazing job helping me and I did the survey after our phone call ended but was cleaning my table as I did the survey and may help pressed buttons that reflected badly on her. I wanted to try and rectify that survey! I was very happy with the service she provided.

Posted by Joy


The person at Montrose store named joy went above and beyond to help me. She did a geeat job! Thank you for that

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Posted by Anonymous


I applied for a job with jc Penney's. I am 60 with 15 plus year's experience. Interview went really good. they are still looking. They are age discriminating BIG TIME. No reason to not hire me. I have filed a complaint with the attorney general's office in my state.

Posted by Anonymous


My daughter has worked for JcPenney for almost 45 years, starting when she was 16 years old. The company has never been fair to her. She has picked up the slack through several managers, the takeover where they had to reconstruct, filling in when people are fired, because the work is too hard for them.

The most horrific is her having to work the Holidays. She cannot be happy for family time, since she doesn't have any. Thanksgiving is coming up, and once again we are all disappointed once again. When I saw on tv that her mall, West County, and South County mall, where my granddaughter were scheduled to close for the day. But once again, JC Penney was not included.Why don't you CEOS come and take her place. You all will be celebrating the holiday with YOUR families, like everybody should with their families. No, they cannot be grateful for they have to go home and get some sleep so you can make MORE money while you are being thankful with YOUR families.
Disgusted in Missouri!!!!!!!!

Posted by someone who cares


How is it your corp hires only part timers and works them hard.think you are using these poor workers like slaves! Just so your Corp doesn't want to pay benefits! That's really sad no wonder it has a bad reputation to work for you use these people who need jobs for a few hours a day when you want them at your beck in call should be reported to labor board!

Posted by Anonymous


June 29, 2013


To Whom It May Concern,

I would like to share my feeling on some things at the Hiram Georgia location, Store #0161. I have been an associate with JCPenney for over 9 years. I have resigned and June 28th was my last day. I really want to bring these things to your attention even though I will no longer be with the company. JCPenney does an excellent job at taking care of their customers, as always, however, not so much their associates. There are so many unhappy associates working at this location and I was included in that number. I feel that no one is interested in listening to the associates or implementing any changes that would help us perform our jobs better. Complaining on the sales floor among the associates as well as several members of management is a daily occurrence.

Although I am no longer with the company, I would love to see some changes made for the associates that are clearly unhappy. There are lots of associates still there that I care about, and I want to see them happy. Many dread coming to work daily, which is sad. Associates are afraid to voice their opinions for fear of being removed from the schedule until the system drops you out. This is what management does to anyone they have an issue with. I do not understand why they do not sit down with associates and discuss the issues. Also, management often comments, "You don't have to work here" when an associate chooses to voice their opinion. Having had both of these example occur during my employment there, I speak from personal experience. I have also been a witness to it being said to other associates. Associates that has been with JCPenney for any length of time have also been a witness to it happening to someone, or have fallen victim to it themselves. It has also been confirmed by a few members of management, that this is indeed what takes place. When supervisors make their schedules, they tell us that the store manager goes in and makes changes as she chooses. By her doing this, it results in some associates dropping out of the system for not working any hours within a certain time frame. Supervisors are aware of this happening, but apparently cannot prevent it. This is a form of retaliation that JCPenney claims to prohibit, but is being exercised frequently at the Hiram, Georgia location.

Many associates would have much of the same to say, and more, if giving the opportunity to do so without retaliation. They remain silent in order to protect their positions. It is very sad that so many associate do not enjoy coming to work anymore. I really hope this matter can be addressed in order to make JCPenney a more desirable workplace for associates. I cannot address everything that takes place at the store in this letter. I really hope that someone will give the associates in Hiram a chance to have a voice. I know that JCPenney is always willing to listen and address any need or complaint from a customer. I hope that you are willing to do the same for associates.


Thank you so much for taking the time to read this letter

Posted by Melo75


Worked for my local JC Penneys here in Valdosta Ga. I was hired approx. 7 months ago in the shoe department. My fellow associates were paid 9.50 a hour or more. They started me off at $7.50 a hour. My job was to do theirs , my department manager (Pam) and my job as well. I was never acknowledge, offered a pay increase, or offered a promotion. I was actually let go today because of that very same reason. I was yeld at by the Store Manager (Mr. Bynum) and told I wasn't doing my job because I asked my department manager to speak with employees who weren't doing theirs or for a pay increase. It is beyond me how companies treat their employees. The ones who work the hardest , get degraded and the lazy , unreliable ones get rewarded. Theres's no fair and square treatment of any kind here!

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