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

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Department Stores

J C Penney Company, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Department Stores.

Complaints

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

Find a Location

J C Penney Company, Inc. has 544 locations, listed below.

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

    Please enter a valid location.

    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/18/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 3/28/22 I paid JC Penney $1,213.26 for matching manual recliners. By June the right ride of one of the chairs was completely compromised and out of alignment. It was clearly inferior construction. The chair has not been abused in any way. I called customer service and was told that even though we were beyond the 30 day return period, these items should have held up better and JC Penney would send a service repairman to fix the chair. After not hearing anything I made several follow up phone calls (7/11, 7/14, 7/25, 8/8, and 8/15). With each call I was assured that my complaint was documented ...case#XXXXXXXXXXXXXX. On August 8th I spoke with a customer service person named ******* who told me she made my case a high priority and that I would hear from the repair people within 24 hours. I heard nothing and called back on the 15th. Again I heard nothing. It is very clear to me that I paid over $1200 for junk and that JC Penney has no intention of repairing the furniture as they assured me they would. I would appreciate any assistance you could provide in rectifying this shoddy customer care. Thank you very much,
      ********* ********

      Business Response

      Date: 11/10/2022

      Business Response /* (1000, 9, 2022/09/21) */
      Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. Our Furniture team has facilitated scheduling repair service, however, we have been advised that the customer no longer needs repair service. We sincerely apologize for any concern or frustration the customer experienced.

    • Initial Complaint

      Date:08/16/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      JCP was suppose price match my original ordered sectional on clearance for 400.00, I received an email confirming order and delivery date. JCP cancelled my order with no notice. They said technical difficulty but that i can reorder sectional when back in stock and the price will be adjusted to what I originally paid. I reordered and now they will not honor clearance price. I waited two weeks for item to be back in stock.
      08/02/22 order number XXXXXXXXXXXXXXXX XX/16/22 order number XXXXXXXXXXXXXXXX

      Business Response

      Date: 11/08/2022

      Business Response /* (1000, 9, 2022/09/15) */
      Please allow this correspondence to
      serve as J. C. Penney OpCo ("JCPenney") response to your letter dated September 15 2022, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. We have made multiple attempts to contact the customer directly to advise of pricing, and was not successful. Should you have any questions/ concerns, feel free to contact us at 1-800-322-1189.

    • Initial Complaint

      Date:08/15/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a mattress on 7/28/2022 and also paid for the old mattress to be picked up. As of today 8/15/2022 the pick up hasn't been made delaying a reimbursement of $1,300 back to my credit card. I am extremely frustrated as many calls have been made to resolve this matter. some of these calls have been within a time frame of hold time of 30 minutes.

      Business Response

      Date: 10/17/2022

      Business Response /* (1000, 10, 2022/08/30) */
      Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. The customer has been refunded. We sincerely apologize for any concern or frustration the customer experienced.

    • Initial Complaint

      Date:08/14/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I've had a JC Penney credit card since 1992 (not sure what year they changed it to a Master Card with Synchrony Bank) I've always been able to have an associate look up my account number in the store if I didn't have my card. Since it changed to a MC I don't carry it in my purse unless I know I'm going to use it. If I get coupons I may just stop in but I guess that won't happen anymore. My complaint is the associates because the card is "NOT FOUND" using my SSN try to get me to apply for a new card. I explain I have had an account for years but they try to get information to open a new account. I've called JCP customer service, completed surveys and called Synchrony Bank but it continues to happen and NO ONE explains why. JCP is loosing my credit business because I have used other means of payment and after yesterday I'm not returning with or without my card. They don't seem to care to have answers so why should I care to shop there.

      Business Response

      Date: 10/12/2022

      Business Response /* (1000, 5, 2022/08/24) */
      Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated August 17, 2022, about the above captioned complaint.
      Thank you for bringing this concern to the attention of JCPenney.

      We sincerely apologize for any concern or frustration the customer experienced. We have forwarded the complaint over to Synchrony Bank.
      They will be reviewing and responding to this complaint. Below, is the contact information for Synchrony Bank.

      Sincerely,

      Corporate Resolutions Team

    • Initial Complaint

      Date:08/08/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order for bedding and never received it. Order #****************. I called and chatted with different people and was advised I needed a police report. The package shows delivered Aug 3 front door. They wanted me to falsify a police report and say it was stolen. I contacted the police ************** and officer ****** badge **** advised me I needed video or if I have seen someone steal my package. I said no. He said he couldn't file a police or incident report without knowing what truly happened to the package. I advised jasmine through chat of what I was told, then I called and spoke with channel, she said the same thing. I was transferred to supervisor Cassie and same thing. I told them I would not falsify a police report and was ignored by the supervisor. I told them I would not force a police officer to file a police report I would be arrested. Cassie then said do it online and again I told her, go to the Laredo police website and tell me where the option is because we don't have that in our city. So here I am filing a bbb complaint to get my refund.

      Business Response

      Date: 09/16/2022

      Business Response /* (1000, 5, 2022/08/17) */
      Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney. The customer has been refunded. We sincerely apologize for any concern or frustration the customer experienced.


      Consumer Response /* (2000, 7, 2022/08/18) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:08/08/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a sofa from JCP on May 27. I am still waiting for it to arrive. When I called JCP they told me the sofa was delivered. I never received anything. I ordered for my small children to have a place to sit as our sofa is old and broken up. These people repeatedly told me that the shipping company says they DELIVERED IT, but I have not received anything. I had the order to be delivered to my stepchildren's apartment and they were waiting all day, never arrived. Now for the 6th time at least I call JCP and they have not done anything to find out who stole the sofa. I am paying for this and I will NOT continue to pay for something I never received. I have waited many months to have this resolved and all they can say is that "the shippers say they delivered it"
      The shippers are not paying this account, I am. and Since I am paying, I tell you that I will NOT continue to pay for something I DO NOT HAVE IN MY POSSESSION.
      I am an honest person, unlike these shippers and JCPenney.
      Please investigate. Meanwhile I am not paying for this sofa at all anymore.Thanks

      Business Response

      Date: 10/25/2022

      Business Response /* (1000, 12, 2022/08/30) */
      Hello,

      Please allow this correspondence to serve as J. C. Penney Corporation, Inc.'s ("JCPenney") response to your letter dated August 15th, 2022 about the above captioned complaint.

      We have reached out to the customer for the customer concern. Our furniture team is investigating this matter and is keeping in contact with the customer with resolution.

      Thank you for bringing this concern to the attention of JCPenney.

    • Initial Complaint

      Date:08/07/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 2/6/22, I purchased a Michael Strahan Suit Jacket online from JC Penney using a $100.00 gift card. The order number was XXXXXXXXXXXXXXXX. On 2/7/22, I received an email from JC Penney stating the following: "You have great taste! Unfortunately, one or more items from your order are no longer available. We apologize for the inconvenience. A refund has been applied to your original method of payment. If you paid with a gift card, you will receive a refund check in the mail. For any other method of payment, please review our refund policy."
      I waited on the refund check. After a couple of months and no check, I called JC Penney customer service to complain. On 5/12/22, I received an email providing me with a reference number for my refund. The reference number was XXXXXXXXXXXXXX.
      It is now August 7th and I still do not have my refund and it has been 6 months.

      Business Response

      Date: 09/28/2022

      Business Response /* (1000, 5, 2022/08/12) */
      Please allow this correspondence to serve as J. C. Penney Corporation, Inc.'s ("JCPenney") response to your letter dated August 9, 2022, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney.

      We have assisted our customer to his satisfaction.


      Consumer Response /* (3000, 7, 2022/08/15) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      JC Penney stated that they will issue a refund back to my Paypal account within 3 to 5 business days. It is the 5th business day today and I still don't have a refund. The initial response that I received when the item was cancelled stated the following "A refund has been applied to your original method of payment. If you paid with a gift card, you will receive a refund check in the mail. For any other method of payment, please review our refund policy'.

      I used a $100.00 gift card as the primary basis for this transaction. Additional balance on the transaction would have come from my Paypal account, but I'm due a $100.00 refund check. When I called JC Penney back in April, the gentleman that I spoke with said that they would put $100.00 back on my gift card. I told him, "who in the **** hangs onto a gift card after it has a zero balance". I no longer have the card.
      I tried to view the original transaction from JC Penney, but their certificate has expired and I can't see the transaction.


      Business Response /* (4000, 9, 2022/08/22) */
      Please allow this correspondence to serve as J. C. Penney Corporation, Inc.'s ("JCPenney") response to your letter dated August 9, 2022, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney.

      Our customer has received an e-gift card in the amount of $100. This e-gift card is his refund since we refund the original method of payment and he originally paid with a gift card.


      Consumer Response /* (2000, 11, 2022/08/23) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      JC Penney issued me a refund check in the amount of $100. and I received it in the mail today. Huge thanks to the BBB for helping me with this situation. JC Penney had over 6 months to do the right thing, but didn't do anything that they promised until the BBB intervened. I received my refund and am satisfied with the resolution.

    • Initial Complaint

      Date:08/05/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 12/5/2021 I had paid Jcpenny portraits $153.88 for pictures. I have not received the pictures to this date, when I call to fix the issue I was told they could not order my portraits or refund my money. There solution is no pictures no refund, I don't understand what did I pay $153.88 for? At this point if no product or service is rendered the customer should be refunded. I have spoken to 5 representatives none of which can solve the problem. I spoke to my local police department and was advised on filing a civil case in small claims against Jcpenny

      Business Response

      Date: 10/27/2022

      Business Response /* (1000, 9, 2022/09/01) */
      I sent the customer a follow-up email to advise they should have their refund check within 2-4 weeks, possibly sooner. Thank you.

    • Initial Complaint

      Date:08/05/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      see Attached document
      Click here to Get the File - use the Password: E4BAAB3D
      https://bluecomplaints.bbb.org/attachment/?c=XXXXXXXX

      Business Response

      Date: 10/12/2022

      Business Response /* (1000, 5, 2022/08/22) */
      Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated August 9, 2022, in reference to Complaint Case # 91674916 .

      Thank you for bringing this concern to the attention of JCPenney. We sincerely apologize for any concern or frustration the customer experienced.

      On the BBB complaint there was no phone number or email listed so that we could contact the customer. We are sending a letter to her seeking more information so that we may better assist her. In the letter we have provided specific contact and case information for the customer.

      Again, we offer our apologies to the customer for their experience.

      We thank you for the opportunity to respond and assist the customer and we trust that this will close this matter.

      Sincerely,
      Corporate Resolutions Team

    • Initial Complaint

      Date:08/03/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 17, I ordered a 5 drawer dresser for my bedroom for 474.37. It was finally delivered on June 29. It was damaged all shelves broken, corner damaged, and back split. On June 30, I called to get refund and have them pick up the broken dresser. The agent said I had to set up an online account because I purchased as a guest the first time. I did so, and the girl said I had to purchase and pay for the new dresser 399.37 (since I wanted a dresser). They would refund my money 3-5 days after delivery of the new dresser and picking up old dresser. On July 9 they delivered new dresser, damaged with a hole in box, looked like dropped, and leg completely broken off. I refused to accept it. I told them they were supposed to pick up old dresser (per the agent I spoke with on June 30). They said they didn't know about the return, they took the broken return dresser and kept the new broken dresser I refused to accept. On July 11, I called and the agent said I would have refund in 5-7 days. I told them I'm still getting calls and emails from Ryder for pickup, but I don't have anything. On July 20, I called and was on the phone for 1 hr 36 mins. I still haven't got my refund and I'm still getting Ryder pickup requests. I told them when I call Ryder I only get high call volume messages and never a real person. I told the jcpenny agents that I DO NOT have the dresser--it was taken by Ryder's delivery crew. I ask them to please have Ryder stop calling me and they said they would. They said my two orders weren't connected and that was problem and that they fixed it and I should get a refund in 7-10 days. On July 22, I called about still receiving Ryder pickup calls, and ask them to have Ryder stop--he said they would. On July 29, I called and was on the phone for 1 hr 58 mins. I was put on hold for over an hour with no agent coming back to check on me. I called headquarters on 8/3 and was given complaint #*****************. I just want my 474.37 returned to me.

      Business Response

      Date: 09/30/2022

      Business Response /* (1000, 7, 2022/08/18) */
      Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated August 3, 2022, in reference to 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. After further review, as per the customers' request, we have issued a refund. Please allow 3-5 business days for these funds to be posted to your account/original payment method.

      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.

      Sincerely,

      Corporate Resolutions Team

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

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

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.