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. has 544 locations, listed below.

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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

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  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:08/02/2022

  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 purchased a Sealy Posturepedic Humbolt Ltd Cushion Firm Pillow Top Mattress
  Item #XXX-XXXX from JC Penny on 2/8/20. Order #XXXX-XXXX-XXXX-XXXX. The mattress has sunk on both the left and right side and in the center. Clearly a defect that JC Penny acknowledged and has been reported by many customers. It is impossible to sleep on this mattress as it causes excruciating back pain. This mattress has a 10 year warranty against defects. On June 26th, 2022 I called JC Penny customer service to report the issue and was told that this mattress is no longer available. I was informed that I would need to purchase a mattress and then the defective mattress would be picked up and credited. As disappointed as I was, I ordered a new mattress and was charged on my credit card immediately. 32 days later after several missed delivery appointments and 19 phone calls I was informed that the new mattress was on back order. Needless to say I cancelled the order.
  
  JC Penny customer service does not care about their customers or tell the truth.
  
  Before I proceed with litigation to collect my money for a defective mattress with a 10 year warranty, I am giving JC Penny the opportunity to resolve this problem. All i want is a replacement mattress or a full reimbursement.
  
  I have been a long standing loyal platinum customer and I deserve to be treated as such.
  
  These are the order #'s referenced.
  
  case XXXXXXXXXXXXXX
  
  case XXXXXXXXXXXXXX - refund

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 7, 2022/08/23) */
  Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated August 2, 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. After further review, Our Furniture Department has reach to the customer by email to inform him of the procedures for the return process. With any other questions the customer can contact our Furniture Department at X-XXX-XXX-XXXX.
  
  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
  
  
  Consumer Response /* (3000, 9, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No one contacted me by email. They should have my email as I have been a platinum member for a long time. Also have a JC Penny credit card. It was also submitted by the BBB.
  
  I called the X-XXX-XXX-XXXX number and they were no help. Someone from JC Penny should contact me to discuss a resolution on this defective mattress. This has been going on for too long (3 months since initial contact with JC Penny) and they are not responsive. At this point they can pick up the mattress and issue a refund.
  
  
  Business Response /* (4000, 14, 2022/09/05) */
  Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated August 2, 2022, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney.
  
  JCPenney is currently working on this claim. We are requesting a 14-day extension to allow us time to do further research and to resolve this concern. The reason for this request is as follows.
  
  We are currently working in partnership with our furniture escalations team to attempt to obtain a satisfactory resolution for the customer.

• Initial Complaint

  Date:07/27/2022

  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 placed a order online for my children's birthday parties. I paid for expedited shipping to ensure that I would receive my kids gifts by the timeframe. I did not receive the order except for one outfit which was the Juicy Couture outfit and was $7.99. My complete order was $320.20 after the extra shipping charges. My order number was #****************. I spoke to a customer service rep on Friday, July 22 and again on Sunday, July 24 and again on July 27. I was told on Friday and Sunday that I would need to wait until Tuesday morning until they could issue a refund because sometimes UPS marks packages delivered and in fact they do not deliver until a later date, so I would have to wait until the 3 business days. I waited until Tuesday morning and spoke to an Angela and she was rude and told me she could not refund my order due to the amount of my order. I asked to speak to a supervisor and she said that she could save me the time because they are going to say the same thing as well, per their policy. I then called back today, Wednesday, July 27 and spoke to a gentleman who said the same thing and transferred me to a supervisor and then she stated the same thing. I don't understand how my order is too much to refund due to not receiving not only on time but not at all but yet it wasn't too much to place the order and add the expedited shipping to. JC Penny needs to train their employees all the same way instead of having customers call back 4 different times to hear 3 different results. I just want my money back I had to buy presents twice now for my children's birthdays because of this not being delivered.
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 7, 2022/08/22) */
  Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated July 28, 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. After further review, we will need to receive a copy of the customer police report to resolve this issue. As of today, we have been unsuccessful in doing so. In order to complete our investigation, our customer will need to forward us a copy of her police report to **************.
  
  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
  
  
  Consumer Response /* (3000, 9, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have sent in the police report as of yesterday. THe email address I was given was not going through. I have resent it and should be processed. I am awaiting my refund now.
  
  
  Business Response /* (4000, 11, 2022/08/25) */
  Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated August 24, 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. After further review, as per the customers' request, we have requested a full refund in the amount of $268.16 be adjusted to the customer account.
  
  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
  
  
  
  
  Consumer Response /* (4200, 13, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I spoke to somebody at JC Penny in customer service and they are hanging up on me and not answering any of my questions regarding this refund. I have already amde the payment on my JC Penny credit card and now there is a $0 balance and now JC Penny is saying they are going to refund me $268.16 but I can not get an answer of where my money is going to. I do not want my money to be refunded to a credit card account which has already been paid. I would like my money to come back to me even if its form of check. Can somebody please give me call regarding this matter as I can not get any information.

• Initial Complaint

  Date:07/21/2022

  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.

  Ordered sectional sofa may 30 2022, order was to be shipped by June 29th 2022. Hadn't heard anything and called on July 5th, they knew nothing, just said it should be on the way. Still nothing. Called again July 11th, was told they'd look into it. Recieved email from them that night saying new ship date of July 18th. By the afternoon of July 18 still nothing I respond to email for update, no response. Today, July 20, I email again, no response. So I call customer service again, rather than provide any info they hang up on me. Call back and get a supervisor, Kim *****, she says new ship date is Aug 15. That's unacceptable, so I ask for a refund. She says it won't process. She also said she's never heard of the FTC, the 30 day shipping rule, or the fair credit billing act. I was never informed of the delay much less asked if I consent to it, nor was I ever offered a refund. I feel they are giving me the run around to run out the 60 day clock of disputing the charge so they can keep m payment for a sofa that likely doesn't exist.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Please allow this correspondence to serve as J. C. Penney OpCo ("JCPenney") response to your letter dated July 21, 2022, about the above captioned complaint. Thank you for bringing this concern to the attention of JCPenney.
  
  ***** ***** spoke with our Furniture Customer Care regarding his furniture order. A estimated delivery date of 8/15/22 was communicated with ***** and he requested for the order to be cancelled.
  Our customers' order has been cancelled per their request. The pending charge for the order will fall off within 5-7 business days based on the financial institution's pending charge policy. No further action is needed. We thank you for the opportunity to respond.
  
  Sincerely,
  
  Corporate Resolutions Team