Business Profile

Department Stores

J C Penney Company, Inc.

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Complaints

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

Customer Complaints Summary

1,132 total complaints in the last 3 years.
310 complaints closed in the last 12 months.

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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:06/02/2025
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.
Monday June 2nd, 3:15 pm, cashier's name was ******** or ********. I was so flustered and embarrassed that I didn't stay to find a manager. The cashier tried to trick me into signing up for a JCPenney credit card, by asking me to enter my social security card number, to use my rewards and get points. I refused to enter my SSN, and she wouldn't put in my phone number to get my rewards points. She purposely flustered me, and made me feel like I was the one being rude, for refusing to enter my SSN.
Business Response
Date: 06/09/2025
Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated 06 09, 2025, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We have called left voicemails and emailed the customer numerous times with no response. Please consider this matter closed.
Initial Complaint
Date:05/30/2025
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.
On May 26, 2025 JC Penney had a sale on towels where you bought one towel and got 2 free. I bought 2 regular size bath towels and 2 hand towels thinking I then would have 6 of the regular size towels and 6 of the hand towels. The sale was for a limited time only and that kept running through my mind as I did not want to miss it.. I mistakenly placed the order for quantity 1 on each of the 4 towels I ordered thinking the free 2 would be included. Now looking back I see that was not how I should have done it. But I just didnt give it a thought at the time and wanted to get the order in before the sale was over. Today I receive the order and have 2 bath towel and 2 hand towels. I called **************** immediately and the *** had to put me on hold after I explained my situation. When she came back she said unfortunately they could not help me because the promotion was over. The thing that upsets me more than anything is I paid the price asked to get the 2 free towels per towel purchased so I am not asking for anything extra. I made a mistake. I take responsibility for that but all that is needed is for the commitment of the promotion to be fulfilled. Who would have ordered only one towel per color knowing they could get the other 2 free???? I feel stupid for what I did but it is done and requires a simple fix. I have been a long term faithful customer and if this is how their loyal customers are treated I will cancel my ********************** card and never shop there again.
Business Response
Date: 06/06/2025
Please allow this correspondence to serve as ***** Penney OpCos (JCPenney) response to your letter dated May 30, 2025, regarding the above-captioned complaint. Thank you for bringing this concern to our attention. We sincerely apologize for any frustration or inconvenience the customer may have experienced. Upon further investigation, we have attempted to contact the customer via phone but have not received a response. A voicemail was left, and we have also sent two email updates regarding the resolution. A credit of $17.62 has been issued to the customer. Additionally, we have provided the customer with a solutionthey may reorder within the next 30 business days if they choose to do so. We are submitting a request for resolution and closure of this case. Thank you for your time and assistance in addressing this matter.

Best Regards,

Office Of The President
Customer Answer
Date: 06/10/2025
I have reviewed the business response and accept this resolution. The company representative was very understanding of my situation and assisted me in getting the towels at the special rate. I am very pleased with this whole process. Thank you very much.
Initial Complaint
Date:05/30/2025
Type:Delivery 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.
On 5-18-**** I ordered 6 items, order # ****-1385-1485-8218, total $101.36. The order was split into 2 seperate deliveries. One item was delivered on 5-20-25, total $11.56. I received the item and had no problems. The second part of my order, 5 items totaling $90.80 was delivered on 5-24-****. For both orders I received proof of delivery texts from the carrier that included pictures of where the package was put. Per the photo from the carrier the package was left outside of the apartment building I live in. (The first delivery was placed in the mailroom). I was at work when the second package was delivered and by the time I got home the package was no longer located in the same place as the picture showed. I checked in the mailroom but it wasn't there. I put a sign up in the mailroom asking other tenants to return package if taken by error and I called the management company of the apartment building to have them retrieve video footage from that day. I was told by the management company that there wasn't any live footage from the cameras, they were just "for show" and there was no response from the other tenants. I contacted Jcpenney's CS and was told to file a police ***ort and to send it to department that handled these issues, they would review and investigate. So, I contacted the police to file a ***ort but the officer told me that since no video footage was available to review it would be impossible for them to investigate the stolen package. I called the ******** at Jcpenney again and told the *** what I found out. The *** told me the same thing that the 1st *** did, that if I wanted a refund for the stolen items I had send in a police ***ort. I asked if I could be transferred to the other ***** and was told that there was no way to communicate with them other than by sending in the ***ort and then they would reach out to me. If the police tell me there is nothing to investigate, how and what is JcPennys going to investigate? I
Business Response
Date: 06/01/2025
Please allow this correspondence to serve as ***** Penney *****************'s ("JCPenney") response to your letter dated May 30, 2025, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney.
Thank you for allowing us this opportunity to assist our valued customer! We have reviewed the complaint and order and have assisted our customer to her satisfaction. Thank you again!
Customer Answer
Date: 06/08/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/29/2025
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.
a very unpleasant experience
Business Response
Date: 06/02/2025
This letter serves as ***** Penney *****************'s ("JCPenney") official response to your correspondence dated May 29, 2025, regarding the above-captioned complaint.
The customer was previously connected with our corporate team under case number #************** and has accepted an appeasement offer of a $50 JCPenney e-gift card. Additionally, we have forwarded the complaint to the stores General Manager for further review.
The case remains pending closure, awaiting the final response from store management. However, at this time, we consider the matter resolved.
If the customer has any questions or requires further assistance, they may contact our corporate team at ************** and reference the case number.
Thank you for your time and attention to this matter.
Customer Answer
Date: 06/02/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/23/2025
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 3 items from ************************** on 5/22/25 at 7:58am. During the checkout process it has you enter the shipping address so my current address was entered for the order. Later that evening on 5/22/25 I notice on the shipped email it showed an old address as the shipping address. I contacted their customer service via the chat option explaining that it shipped to the wrong address and if the delivery could be intercepted or canceled. The chat agent ****** provided me details to contact *** to have the delivery sent back to them and that they do not contact **** After the call I went to ******* to see about stopping the delivery but it required the tracking number, which was not found after numerous attempts. On the next morning on 5/23/25 I tried making changes on the *** website but was not able to. Called 3 different numbers to speak to a person with *** to finally get someone at 8:16am. The *** *** told me that only the shipper could make changes to the delivery and that there wasnt anything I could do. Contacted JCPenneys again at 8:23am for the next *** to tell me the same thing that I had to dispute it with *** and there was nothing they could do including canceling the order (even though it was an error made by their system.) The order has now been delivered to the wrong address and JCPenneys isnt willing to do anything to fix the issue that was caused by their system. I attempted to prevent the delivery from being delivered to the wrong address and they made no attempt to correct their mistake before the delivery was made or to even cancel my order for the inconvenience.
Business Response
Date: 05/29/2025
BBB Serving **********************************************************************,
****************

Dear Ms. ******************** allow this correspondence to serve as ***** Penney *****************'s ("JCPenney") response to your letter dated May 29, 2025, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We have processed a full refund for order number: 2025-1425-1069-4888 in the amount of $57.35. The credits will be issued to your **** card within 7 to 10 business days. Thank you!

Regards,

Office of the President
Customer Answer
Date: 05/29/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/22/2025
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.
On May 12, 2025, I purchased mens clothes at JCPenney located at **********************************************************************. Included in the purchase was a pair of SJB WOVEN FLIPS.Items were clearly marked with 30% discount with a QR displayed to scan for discount. Upon scanning the *** discount was only 20%. Cashier refused to honor the discount, so I asked to speak with a supervisor. A female supervisor arrived at register and in a very rude tone said, "Those signs should have been removed, and discount is only 20%". I asked again if they would not honor the displayed discount and she only repeated what she said and walked away. I purchased the item and returned instantly only to have proof of the situation. I also have pictures of the discount shown.
Business Response
Date: 05/29/2025
Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated May 22, 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 regarding this matter. Upon further investigation into this complaint, we have spoken with the customer by telephone as requested and followed up with the store leadership about his experience to ensure it is addressed properly. We also offered to honor the 30% deal for the customer and waive the ship to home fee, which he declined. Our customer expressed that his preferred resolution is the termination of the two employees. While we will take all appropriate steps to ensure that this issue is addressed internally we cannot share any corrective actions with the customer. We take this complaint seriously and apologize for the experience as we want all customers to have ****** experiences here at JCPenney. We are asking that this complaint be closed out at this time.
Initial Complaint
Date:05/22/2025
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 placed a online order with ** ***** I belive on May ******* this time I had updated my account to my new address. I had deleted my old address in *******, for some reason my address in ******** won't delete JC Penney's for some reason had shipped the package to my old address I had explained to the customer service which was very rude and arguing with me about the address, continue to still argue when I am requesting a supervisor.I was rude back to him and call him a ahole, reminding him that customer is always right.The supervisor that did not want to solve my issue with the shipment address and to offer me a credit of $14.99 for a shipping credit which is not useful. My order cost me $155.00. I now have to drive a half hour to my old apartment to make sure my packages are there. I had changed my address and I had asked for a email of the supervisor to send her the screenshot showing my correct address.Still there was not an apology just repeating that they have this address
Business Response
Date: 05/30/2025
Hi,

Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated 5/22/25, 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. The customer was contacted by our ******************************** via email. We apologized for any rudeness on the part of any JCPenney associates upon calling our customer service department for help in re-routing her order. We advised her that we would be reporting this exchange to the associate's supervisor for review for any needed coaching opportunities that may exist.

It was explained to the customer that once an order is submitted in our system by a customer, it is only able to be cancelled within the first 30 minutes. Our ordering system has certain security features that prevent us from being able to change an order once submitted. In order to protect all of our customers' information and security, our system is not designed to be able to make changes to anyone's order once it has been submitted. When placing an order, we do give our customers numerous steps to double check the final shipping address on the order before submitting. JCPenney is not responsible for the wrong address being submitted by the customer, nor do we refund orders in these situations.

The only option would be to contact ******* thru their website and request a change of delivery address prior to delivery. This was explained to the customer and she understood our process. She was able to have one of her two packages be held for pickup by *** at their facility. The second package was, unfortunately, delivered to the address supplied by the customer at the time of her order on May 18 at 9:25pm (prior to her updating her address in our system). As a token of goodwill, we did issue a $25 e-gift card which she accepted.

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.

Best Regards,

*******
Corporate Resolution Team, *************
Initial Complaint
Date:05/21/2025
Type:Sales and Advertising 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.
they crockpot they sold me has a tiny handle on the lid. this can get very hot. can barely hold it when it is room temp it's unusable!
Business Response
Date: 05/22/2025
JCPenney

BBB Serving *******************
****************************************************************************************

Dear

Please allow this correspondence to serve as **** Penney OpCo ("JCPenney") response to your letter dated March 27, 2025, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We understand that the customer may be frustrated that this situation has happened. We have refunded the customer for the item, notified our product safety team and emailed the customer this update. We now consider this complaint resolved.
Office of the President
Initial Complaint
Date:05/20/2025
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 ordered a blue set of bedsheets and the sample photo on the ** ***** website is clearly a bright blue. I received the sheets and was disappointed that the are actually a weird dark green-blue color. It's as if someone took a photo of a completely different set of sheets and attached it to the wrong color label on the website. I contacted customer service asking if I could get a return label to mail them back (I do not live near a physical ** ***** location) and have the return fee waived since the sheets were not the advertised color. I was told I'd have to pay the fee since I received the correct item even though the color is totally different than the color shown online. I wouldn't have bought the sheets if the correct color was in the photo on the website. It doesn't make sense that I'm having to pay a fee for ***************** mistake.
Customer Answer
Date: 05/21/2025
Just realized I'm going to be charged a fee to return the sheets, but also won't get the shipping I paid with the refund. So I have to waste time making a special trip to *** to return the sheets, pay the return fee, only get a partial refund, and look for sheets to buy elsewhere. It's a lot of hassle and expense for me. I'm basically paying and being punished for ** ******* incorrect item listing.
Business Response
Date: 06/03/2025

Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated May 20, 2025 about the above captioned complaint. We have resolved the complaint with a full shipping refund. Thank you for bringing this concern to the attention of JCPenney.
Customer Answer
Date: 06/20/2025
I ordered bright blue sheets and they turned out to be an ugly green when they were delivered. **************** said I could only return for a partial refund (minus return fee and original shipping) because correct item was sent even though the color pictured online is totally different than the actual color of the product. Submitted BBB complaint ********. Sent photos of the green sheets and screenshots of reviews of other customers complaining about the color not being right. I was told I would get a full refund after returning. ** ***** received the returned sheets on May 28th. I got a refund for just the return fee and then another refund for just the original shipping. Then got an e-mail on June 3rd saying the rest of my refund was on the way. Never got the rest of the refund after of June 20th. E-mailed customer service but no response.
Business Response
Date: 07/02/2025
Please allow this correspondence to serve as ***** Penney OpCo ("JCPenney") response to your letter dated May 20, 2025, about the above captioned complaint. We spoke to the customer regarding her concerns and a resolution has been met with a check being sent for her remaining refund. Thank you for bringing this concern to the attention of JCPenney.
Initial Complaint
Date:05/20/2025
Type:Product 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.
JcPenney **************** promised me refund in the amount of $465.44 and *** has declared this order lost in transit. I have emails from JcPenney customer service promising me this refund and *** customer care saying this order was conisdered lost in transit.
Business Response
Date: 05/25/2025
Please allow this correspondence to serve as ***** Penney *****************'s ("JCPenney") response to your letter dated May 20, 2025, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We have corresponded with this customer through phone. We have corresponded with *** and have completed a refund to the customer. Who is happy with this resolution.
Customer Answer
Date: 05/26/2025
I am rejecting this response because:

I was never contacted by phone regarding this matter. Could you please send me email documentation confirming the refund and indicating when it will be issued to my original form of payment? I have already been promised a refund multiple times, but according to my financial institution, it has not yet been issued.
Business Response
Date: 05/26/2025

Good ******************************* your request, the refund was processed on 05/24/2025 at 9:38pm. As the previous email stated, please allow 7-10 days for the refund to process into your account.

Respectfully,
Customer Answer
Date: 05/27/2025
I have reviewed the business response and accept this resolution.

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