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 Local Branches.

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• 

  J C Penney Company, Inc.

  2401 S Stemmons Fwy STE 4000 Lewisville, TX 75067-8797

• 

  J C Penney Company, Inc.

  1999 Bryan St., Ste 900 Dallas, TX 75201

• 

  J.C. Penney Company, Inc.

  270 Loudon Rd # 5000 Concord, NH 03301

• 

  JC Penny

  1500 S Willow St # E200 Manchester, NH 03103

• 

  JCPenney

  381 West Street Keene, NH 03431

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.

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

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

  Business Response

  Date: 06/20/2025

  Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated June 17, 2025, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney.? We reached out to the customer and ensured his concerns were fully addressed to his satisfaction.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a mattress and box spring set from JCPenney on 5/12/25. It was delivered on 5/21/25 and I started the return process a few days after delivery because I wasnt satisfied with the purchase. JCPenney charged me for a restocking and return fee on 5/30/2025. It has been nearly impossible getting in contact with the delivery company JCPenney uses (HubGroup final mile) to have the item picked up. I already have a BBB complaint against them but Im looking to JCPenney for assistance and no one has been able to give me any. Ive called the JCPenney customer service lines numerous times and havent been given a solution. Ive spoken with supervisors whove put me on hold and ended the call. Ive spoken with escalation agents who cant seem to give me any real answers. This is totally unacceptable given JCPenney already charged me for the return! I dont know what kind of delivery company JCPenney is doing business with, but I want my money back for the mattress and box spring and a refund for the restocking fee.

  Business Response

  Date: 06/17/2025

  Tell us why here...BBB Serving North Central Texas 1601 Elm Street, Ste 1600,
  Dallas, TX 75201
  
  Dear
  
  Please allow this correspondence to serve as J. C. Penney Corporation, Inc.'s ("JCPenney") response to your letter dated June 17, 2025, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We're unable to grant your request at this time to refund the pick up and restock fee at this time. Delivery fees are non refundable. We appreciate your understanding. 
  
  
  Regards,
  
  
  Office of the President

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  06/02/2025 The cashier said she would refresh my JCP charge card. She was able to pull up my name and some information on the stores computer system. She asked for some additional information which I provided since the computer already had some of my information. REFRESHING A CREDIT CARD IS NOT THE SAME AS OPENING A BRAND CREDIT CARD WHICH IS EXACTLY WHAT SHE DID. Stores need to quit using deceptive (LYING) practices to open new accounts. Quit paying the employees to open new accounts as these same employees will do anything to earn that extra money. The cashier fraudulently opened a new credit card account in my name. I have now received the credit card in the mail an have NOT and will not activate it. This is straight up FRAUD and I want JCP held accountable. Can you do anything to help me?

  Business Response

  Date: 06/19/2025

  Dear
  
  Please allow this correspondence to serve as J. C. Penney Corporation, Inc.'s ("JCPenney") response to your letter dated June14, 2025, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney.

  We are currently in contact with the consumer via email regarding the incident. As representatives of JCPenney, we would like the store to follow up directly with her to discuss the details of the in-store experience and work toward a resolution. We have asked the consumer to share the specific store location and her preferred contact information to facilitate this outreach. At this time, we are awaiting her response.
  
  
  
  
  
  Regards,
  
  
  
  
  
  
  Office of the President

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 took my ring in for repair at the ************ JC Penney. I was given a repair estimate for $269 to replace a diamond and fix the band. I got the ring back in late May. By the fifth day, the new diamond fell out. I returned to the store and was told they would send it out, but they weren't sure if the repair would be covered under a warranty. They were not nice about it, indicating there was no warranty on the repair. I called corporate, and they were no more helpful.

  Business Response

  Date: 06/19/2025

  Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated June 12, 2025, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney.
  
  Our Corporate Resolutions team member contacted the customer for more details regarding the ring repair and forwarded the information to our store leadership team. The General Manager has responded they have contacted the customer and is working with the jewelry repair for a final resolution.
  
  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 Answer

  Date: 06/20/2025

  The  Polaris store did reach out to me yesterday telling me they are sending the ring back to the repair shop but they have done this once before and the repair shop was not willing to fix the ring we will see if this made a difference thank you very much for your help eith this matter I will reach back out to you when I hear back from them one way or another. Sincerely Teresa Milligan

• Initial Complaint

  Date:06/11/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 online order with ** ***** late Jun 9, 2025 for the amount of $93.92. I selected my default address as the shipping address for my order, which I also confirmed matched my billing address on my card. I then changed my mind for payment and selected ****** as my payment option. I confirmed my shipping address with ******, which also matched my ****** billing address. I confirmed that everything looked correct then completed my order. This morning, June 11, 2025, I received confirmation from *** that my order was out for delivery to my OLD address from three years ago, five hours away, in a different state. I then logged into my JCP account and confirmed that my default address was indeed my CURRENT address. The old address was nowhere to be found on my JCP account. I logged into *** to intercept the package. It would be $38.** to change the address or $5.99 to have it taken to a *** local to the old address. I paid the $5.99 to avoid possible theft of my order and additional tracking issues. I called JCP **************** where I explained in detail to CS and then Escalations, that the only way that my OLD address would have been on the order is if I MANUALLY added it to the order since it was NOT an option to select AT ALL on my profile. The only resolution offered to me was to file a complaint with *** as I was repeatedly told that "I" was the one who added the very OLD address as my shipping address. I am NOT paying $38 to *** for an error that is with JCP's system. I really want the items, so I would have been fine with a cancelation and reship at no extra charge. Instead I was basically made out to be a liar about the obvious system error. I am now afraid to ever order anything else from JCP, which is terrible since a majority of the physical stores have now been shuttered. Had this been my own error, I would have sucked it up and moved on, BUT THIS IS NOT MY FAULT!

  Business Response

  Date: 06/15/2025

  Please allow this correspondence to serve as a J. C. Penney OpCo ("JCPenney") response to your letter dated 6/11/2025 about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We confirmed that this order was refunded and assisted with a reorder. Thank you for bringing this to our attention. 

• Initial Complaint

  Date:06/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had purchased a Serta Mattress Quilted Perfect Sleeper Hybrid King and its adjustable base in a promotion at the JCPenney Store located at *********** at ****, address ************************************************************* on 05/23/2025. It was a Memorial Day promotion, and I got a reasonable price for both. JCPenney offered me a credit card, stating that I would receive more discounts, and I applied immediately. I was accepted, and I received a temporary card that enabled me to make my purchase. The attendant told me that someone would call me back in three weeks to schedule the *********** the second week of waiting, I visited the JCPenney site to track my order and discovered that I needed to update the payment method with my new JCPenney credit card, which I had received and validated. I did the changes and called JCPenney customer service to check possible delivery dates. The attendant told me that everything was correct and that someone would call 06/09/25 to schedule the delivery.What surprised me today, 06/10/2025, was when I called JCPenney because nobody called me yesterday, and I discovered that they had canceled my order without any email communication. The attendant told me only, I'm so sorry. She told me that they had tried to call several times, which is incorrect because I did not receive any calls from them. Additionally, she stated that there was nothing to deliver because my order no longer exists. When I inquired about placing a second order at the same price and conditions, the attendant stated that it would not be possible. What happened? I noticed significant issues with the statements and their attitude toward me. I want to receive the same promotion on my purchase because I spent hours in the store waiting for my credit approval, and I need explanations about this kind of unreliable business. I felt disappointed and disrespectful. Please help me with this complaint.

  Business Response

  Date: 06/11/2025

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated June 10th 2025, 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 with replacing the order for same price.   

• Initial Complaint

  Date:06/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  To Whom it may concern: June5th, 2025 I, ***** W. ******* have a J C Penny account and was going to make a payment on June 4th 2025 and was not aware that I didnt have a $600.00 credit limit or my available credit was changed from$111.00 to $17.00 available credit. I, ***** ******* was not notified in writing or nothing. I called ** ***** and talked to a female and she talked very nasty to me when I ask her why did my go from $600.00 credit limit and decreased to $500.00 and the only thing she told me me was because of my credit history and that ** ***** can do whatever they want to with ** ***** accounts.Before I made a payment on June 5th, 2025 the only available credit I had was $17.00 and it should have been $111.00. I ***** ******* never missed a payment and havent use the credit card since November or December 2024. I have been battling cancer since October 2024 when I was diagnosed and yet Im still taking treatments. I Thank God Im still here regardless of what Im going through.The female I talked to on June 4th, 2025 from ** ***** I asked her what happened and she said they decreased my credit limit from $600 to $500 but its not showing on the statement what happen to the available credit of $111.00 . I, ***** ******* always made my payments on time and never had a problem like this with ** *****. Thank You, My name is ***** W. *******, Tel: ************, mailing address: *************************************, physical address: **********************************************.

  Business Response

  Date: 06/11/2025

  Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated June 9th, 2025, in reference to Complaint Case # 23441515. Thank you for bringing this concern to the attention of JCPenney. We sincerely apologize for any concern or frustration the customer experienced. We forwarded the complaint over to Synchrony Bank, they will contact the customer directly to resolve this matter. 
  
  Below is the contact information for Synchrony Bank:
  
  JCPenney Credit Services
  SYNCB P.O. Box 965009
  Orlando, FL 32896-5009
  
  Again, we offer our apologies to the customer for their experience.
  
  
  We thank you for the opportunity to respond and assist the customer.

  Customer Answer

  Date: 06/12/2025

  I am rejecting this response because:   I Nancy W Padgett had a $600.00 credit limit and all of a sudden it was decreased to a $500.00 credit limit and my available credit went from $111.00 to $17.00. This complaint is against JC Penny credit card services

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 merchandise and they sent it to the wrong address. Not my fault. I called and they offered NO RESOLUTION. no reship no refund, absolutely nothing. ******** customer service.

  Business Response

  Date: 06/11/2025

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated June 7th 2025, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We have contacted the customer via calls and email and there is no response we are closing due no response.   

  Customer Answer

  Date: 06/12/2025

  I am rejecting this response because:   

  They did not even give me time to respond to them. I am still looking for Resolution to this matter and they need to allow people more than a few days to respond. This is ridiculous. They are just avoiding the fact that they took my money and I did not receive my items because they shipped them somewhere else. 

  Business Response

  Date: 06/16/2025

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated June 7th 2025, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We have contacted the customer via phone and have come to a successful resolution.   

  Customer Answer

  Date: 06/17/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 canceled my jcpenney credit card on 5-24-2025, they are still sending me statements to keep paying interest on a account that has been canceled.

  Business Response

  Date: 06/10/2025

  BBB Serving **********************************************************************,
  ****************
  
  Dear
  
  Please allow this correspondence to serve as ***** Penney *****************'s ("JCPenney") response to your letter dated June 10, 2025, 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 over to **************. They will be reviewing and responding to this complaint. Below, is the contact information for ***************
  
  JCPenney Credit Services
  SYNCB P.O. Box 965009
  *****************-5009
  
  Regards,
  
  
  Office of the President

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 on May 26, 2025 that included an offer advertised online for buy one, get two free towels. I only received one towel. When I called for assistance, the representative told me that I was supposed to order 3 towels in order to get the two for free. I explained that I did not see any such information. The representative said the information was in the description of the offer, but I didn't see any description. I asked to speak to someone who could help me with the issue and the representative told me she would "escalate" my request. After a wait that included several pre-recorded messages about how valuable my time, another representative answered and told me what the prior representative had told him. I stated that again that I had seen no information about how I was supposed to order and at that point I was disconnected. This probably seems like a small and silly matter, however I just wanted my towels (and that's still all I want) and was treated with rudeness and dismissed. My complaint is as much about the absence of any customer service as the mistake on my order.

  Business Response

  Date: 06/10/2025

  Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated June 3, 2025, about the above captioned complaint. We appreciate you bringing this matter to our attention. We have thoroughly addressed the customer's concern and have assisted her by sending the missing merchandise. The customer has confirmed her satisfaction with the resolution provided.

   

  Case 20250604597437