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JCPenney

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5.4

Overall Score

Author: Kalicia Bateman

LAST UPDATED: April 19th, 2022

JCPenney has been in business since 1902. It serves customers at approximately 840 stores across the United States and Puerto Rico, and online at jcp.com. Its operations are supported by a variety of U.S. and internationally based support facilities, including its home office in Plano, Texas.

JCPenney has undergone several transformations over its more than 100 years in business. In 1963, it issued its first mail order catalog, influencing the way Americans would shop for decades. And then in 1994, JPenney evolved again as one of the first national retailers to embrace e-commerce by launching jcp.com. Today JCPenney stores are mainly located in shopping malls and do a large amount of business online. 

In recent years JCPenney has faced a slew of financial issues as the retail industry has changed rapidly. In May 2020 JCPenney filed for Chapter 11 bankruptcy protection and announced that it would close 242 stores. In September 2020, the retail chain was purchased by two large property groups. Its stores and e-commerce site are operating as usual. 

JCPenney sells clothing, shoes, accessories and household items. Its website also sells a large range of jewelry, salon items, and Sephora Beauty products. Customers should be aware that its stores vary in their offerings. Not all stores feature add-ons such as their optical departments, photography studios, JCP Salon, and Sephora Beauty. 

The fashion industry is responsible for 10 percent of humanity’s carbon emissions each year, and this impact is growing. JCPenney is one of the largest purchasers of clothing, shoes, accessories and household items to be sold in the United States and Puerto Rico and is dedicated to ethical and environmentally friendly sourcing for the goods it sells. Customers can review information related to JCPenney’s standards on its website.

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The Good

  • Clothing Competitively Priced
  • More Than 100 Years of Retail Experience
  • Free Shipping Offered on Orders Over $49

Clothing Competitively Priced

JCPenney, as one of the most experienced clothing retailer, provides its customers with great low prices for quality merchandise. For example, tuxedos that could cost hundreds of dollars from other online clothing wholesalers can be purchased for far less. You are able to purchase nice tuxedos, especially the Stafford brand, near rental prices. This is a great option for a customer who might not have big bucks to spend on a prom, wedding, or other special occasion. There are lots of options for items beyond clothing. Besides men, women, children, and baby clothing products, there are also bed and bath products, furniture, and other items for around the home.

More Than 100 Years of Retail Experience

Being in business for several decades has benefited JCPenney throughout its transition to the online store shopping world. The company regularly responds to customer complaints and works on repairing the client-company relationship when a poor customer experience has occurred. Because of this, JCPenney has an excellent customer service reputation. The company has consistently responded to customer complaints politely, timely, and worked effectively to fix issues the right way.

Free Shipping Offered on Orders Over $49

JCPenney offers a number of different shipping options, including standard (three to five business days), premium (three business days), express (one or two business days). When shopping online, free shipping is offered for orders that total over $49. Orders that qualify for free shipping are shipped via its Standard Delivery 3–5 business day method. Eligible customers must select this option in checkout in order to receive free shipping. Free shipping excludes truck-delivered items and may also exclude select manufacturer delivered items based on participation.

There is also the option of ordering something online and then picking it up at a JCPenney Store. JCPenney stores offer curbside pick up as well. Customers must place orders by 3 p.m. for free pickup at their local store. This makes getting your item relatively easy and fast.

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The Bad

  • Shipping and Delivery Issues
  • Restocking Fees
  • Review Tool

Shipping and Delivery Issues

JCPenney’s online reviews include many complaints regarding shipping and receiving issues. Some complaints regarded the slow shipping of certain items. Complaints like these usually indicate a pattern of problems with inventory and distribution center processes, and the complaint resolutions made it sound like JCPenney is working on this.

Restocking Fees

There are problems involving restocking fees for some certain products. For example, there is a restocking fee for returning furniture. Customers should be able to return unused furniture without a restocking fee if they find that it wasn't a good fit for them. Smaller items, like clothes, don't have as many issues with this however.

Review Tool

Not very many customers used the online review tool for JCPenney products. It would enhance the shopping experience if information about products that customers have purchased was readily available on the site; this information helps customers determine whether or not a product is a good fit for them.

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The Bottom Line

Overall, we definitely recommend JCPenney to those shopping for low-end to mid-range priced clothing. Although the company has experienced a slight decline due to the disappearance of the catalog industry, we found that they have a great selection of clothes online. One of the nice things about JCPenney is that you can purchase regular products like special occasion dresses or tuxedos for close to their rental prices.

We also liked that JCPenney has done a great job with customer service. We found that the company was significantly beating Nordstrom when it came to keeping customers happy. Also, the rewards program is not "exclusive." You do have to spend a certain amount of money at each service level in the rewards program on the store credit card, but there are many great perks with the rewards program.

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Star Rating

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3.9

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323 Reviews

Review Breakdown

5 grade

43%

4 grade

28%

3 grade

13%

2 grade

5%

1 grade

11%

Sentiment Criteria

Value

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Quality

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Service

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Trustworthiness

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Hayden Yarbrough Laurelton, NJ

I’m not one to turn people away from businesses, as I know people need to have their own experiences and make their own opinions. However, I STRONGLY advise literally any and everyone to stay away from JCPenney in the Ocean County Mall. My husband purchased my wedding set in 2017 and it has been issue after issue with them ever since. Not only are ALL of the jewlery associates inconceivably rude and unhelpful, but I have been calling customer service over and over, asking to be transferred to managers and supervisors for two hours now and my issue is STILL not resolved. Once I get my rings back (IF EVER) after not having them for over a month, I will be taking them elsewhere to be serviced even after my husband paid extra for the lifetime warranty, because at this point, I would literally spend any amount of money to never be treated like this again. Do yourself a favor and don’t bother buying anything of value from this store. You will 1000% regret it.

5 years ago

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Julie Heckler Antioch, TN

Is there a way to put 0 on here. I’m a literally fuming, and I don’t think I have ever been this MAD in my entire life!!!! I want to say a lot of bad words, but I am holding it in. I placed an order for my gma as a surprise.... she is very ill, and she loved this suit; unfortunately, she couldn’t get out of bed today. She called me several times raving about this suit, but she didn’t want to pay the clearance price. Plus, the darn “coupon” wouldn’t work, and even at that point she said, “they are fooling us.” Of course, I went ahead and ordered her the suit. It kept saying out of Stock, but I refreshed the page. It showed on-stock immediately, so I placed the order. After HURRYING to do so, I placed the order, and within 7-minutes of doing so, I called “jcp” as instructed......... After 2-HOURS of being on- hold (which was around 5:30pmCST on a Saturday of all things), they finally get me to a supervisor. During all of this, I remained extraordinaryly calm, understanding and empathetic. Again, it’s been 2- hours at this point. The “bia” cancels my order; then, within seconds (literally) less than 5-seconds, she can replace the order and can’t do a thing about it. I asked her very specific questions as I have managed/directed a call center. Not to brag, but frankly, this is Bs, and I know/deserve better......I can’t say enough how calm, sweet, and collected I maintained, bc I totally get it; I deal with this ever day. After the supervisor (Aka maybe 14-yr old) tells me she cancelled my order for nothing and can’t do crap, I ask her questions about warehouse options. Again, I am still totally calm and very nice; guess what?!?!?!? This “BIA” hangs up on me for no reason at all! I’m sure it’s bc she didn’t know what to do bc she sounds like an uninformed person to begin with, which is totally not her problem..... It’s JCP PROBLEM! Not only did they pull the “wool” over my gmas eyes, they placed an order without asking for shipping info, and as instructed, I followed their rules to correct it. After and in total spending 2.5 hours simply trying to order this item, they hung up for no reason at all and couldn’t call back?!?! Talk about the worst experience and customer service. My gma constantly orders from JCP, and I usually spend 200-300/month. Do you think I will or my gma will ever order from here again?!? No!!!!!!! I have never been so extraordinarily upset, esp when we were nice, AND STILL, we are screwed. Plus, I have to wait for money to be put back on my card, HA! We will see if that happens, and if not, I will release every amount of hell on anyone and everything!!!! This is BULL! We will never, ever shop here a again, and bright will my (oh did I mention I have over 70 people in my family), they ALL agree, we will NEVER shop here again!!!!! I hope y’all burn!

6 years ago

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sue

I do all of my shopping online because I live very far from any large towns. But I haven't shopped at this store in nearly 35 years because they never had anything I wanted. Then, while shopping online I stumbled on a suit jacket at a reasonable price for my husband. Placed the order online on the 12th to ship to my home, he needed the jacket by the 25th. Whenever I buy at clothing at other large store web sites I get a shipping notice within a day or two and it's usually here within 8-12 days. But after 4 days I hadn't received any notice from JCPennys that the order had shipped, so I contacted customer service who said they're processing the shipment. So, I wait another couple of days and had to contact them again. Still processing!!! Then I got a shipping confirmation e-mail that it would arrive on the 25th!!!! WHAT! I needed it by the 25th! Then the tracking number came and it now says the 27th!!! So when it gets here it will promptly be returned and it will be another 35+ years before I shop these worn out old store again.

7 years ago

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Son in Law Allison Park, PA

My 86 year old mother in law purchased jewelry at JC Penney that sale priced at $150 down from $270. She had an old Penney charge card that she hadn't used for well over a year. At checkout, they suggested she get a new card for an additional discount. She provided the required info including her new independent senior housing address and phone number. The new total on the new card was $101. After a few months, being 86, she never thought about not having received the bill in the mail. It appears that JC Penney somehow screwed up the new card application and billed her old card and mailed the bill multiple times to her old address where she hadn't lived for almost two years. Mail was no longer being forwarded so JC Penney got the bills returned. They should have had her new address and phone number from the new credit card application, but they can't explain to me what happened and how that information got lost. JC Penney turned the debt over to a collection agency that now wants my mother in law to pay close to $300 to clear the debt. The collection agency has no information on the debt and just wants their money. JC Penney says it is out of their hands! BUYER BEWARE OF THE BEHIND THE SCENES OPERATIONS AT JC PENNEY.

7 years ago

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Katlin La Porte, IN

I’ve shopped at Penney’s for years and hadn’t had issues until very recently and has turned me sour to the point where I will no longer be shopping in store or online any longer. I placed an order and received my items and of the items was completely shattered in the box. I had to drive an hour to the nearest store to exchange the item. The sales associate told me to look for the item in toys. I spent over 30 minutes looking for the item before I returned to the service desk and the associate actually scanned the product and told me they didn’t have any of those is store. Why wouldn’t she just do that in the first place? I had arrived to the store with my sister who was returning two pairs of children’s snow boots and the zippers did not work. The associate she spoke with told her she could not exchange her boots for new ones yet she had to wait for a refund to her credit card. The woman took her merchandise and gave her a “refund” which was under the price she paid for even with a receipt. The refund was supposed to be in her account within 24 hours. It has been 3 days and the money still has not been refunded. We’ve just gotten a ton of snow and her kids don’t even have boots. Shame on jcpenney. I can guarantee that we will no longer be spending any money at their store or online. The customer service was terrible.. I was shopping here once a month at least. I’ll be taking my money elsewhere. I hope they make some changes to their company or they’ll be closing just like many businesses.

7 years ago

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Kiersten La Porte, IN

My experience with jc penny was awful I ordered snow boots online for my children both of the pairs did not zip when I went to return them at the store I was told i could not return them I even proceded that I'd pay the remaining balance for the new boots my children just needed snow boots. The lady told me all shes suppose to do is put the money back on my card and can take up to 24 hours .. I didnt understand why I couldn't just return them and purchase different boots she could not explain this to me. The woman was rude nor could she explain anything its been 24 hours and the money still hasnt hit my card. This was my first and last time shopping with jc penny beyond annoyed and the costumer service sucked...

7 years ago

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Amarilys Fuentes Gotha, FL

JCpenny App tells me I have rewards points, so I make my order on Nov 2nd hoping to have the stuff ready for Thanksgiving. I call twice first time they said I need it a new method of payment which I gave to them, three weeks later no items, call again so they tell me to go to the store because they have no idea what happen to the order. I go to the store they have no clue, they called and put us on hold for over 20min. Wasted more than one hour and the only thing they said sorry we will refund the order,you need to pay full price. Zero empathy, zero customer satisfaction. I have spend thousands on this website but after that experience I will be taking my money somewhere else.

7 years ago

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Mary Beth Mobile, AL

Went into the Mobile, Alabama JC Penney's tonight. There were several customers whom, along with myself, noticed there was not a staff person to be found. I wandered the store for over 20 minutes before seeing an employee. The place was a dump and the shoe department counter was dark - with lights turned off - and people were just pulling stuff off shelves to try on and leaving where they were. The dressing rooms were unattended and had garments left on the floors - as though the rapture had come and people were whipped right out of their clothes. Some lights didn't work, and it was just plain creepy! Like no one was around at all!!! There was only one cash register with the one employee that was open and that girl, very sweet, had only been working there for three days and had very little cashier experience, yet was working alone. The quality of the clothing is just horrible now. I worked there back in 2013 when you could buy decent clothes. And the sales, I got a shirt and pair of shoes a spent over $50 at 70% off. The ONLY reason I bought something is because I have a JCP credit card and am on a tight budget at the moment. The clothes are now all cheap stuff from china. I felt like I was in a five and dime store! It was very surreal - like an end-of-the world movie where the other customers and I had free reign of the store. Really! We could have robbed the place blind!

8 years ago

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Meme Burlington, MA

I Ordered 2 facial creams on the JCPenney website, they withdraw the money on my account and waited 2-3 days to send me an email that one item is not available. A week later I never received the other item. When I called and entered the order number it says the item was shipped, when I spoke with a customer service agent, she simply said no "Maam' your order was cancelled by the factory, not us. She didn't even say sorry for the inconvenience and what did she mean by not "us" while ordered directly on their website. More than a week no product and no refund. It was the first time they were going to get my money anyway. I went to the store about 10 years ago in MA, I didn't like any of their pattern and fabric, never went back. Lord and Taylor, Nordstrom and Amazon will continue to get my business. Rule the World Amazon!

8 years ago

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Shirley Oregon, OH

?Warning to our family and friends! We have been royally hosed by JC Penny furniture and disrespected and lied to by their corporate office. Fair warning....NEVER ORDER YOUR BEDROOM OUTFIT FROM THEM. It was 5 weeks late. They claim that it is made in Texas once the order is placed yet there were stickers all over the wood indicating that it was made in VIETNAM. Even the boxes that they came in said made in America which is a lie. We paid to have a very expensive outfit shipped and put together and their 3rd party delivery lost our whole bedroom outfit and when they did finally deliver it they lied to us and said that they were not responsible for putting it together and just left it in huge boxes for my husband to put together only to find out later that the bed would not go together because the people in Vietnam could not measure and drill holes. Most people save and dream and work hard for a new bedroom outfit for years and JC Penny spit in our face by offering us $400 for weeks of inconvience, schedule changes, sleeping on the mattress on the floor, living out of laundry baskets, and when we called for updates and explanations they had the unmitigated gull of hanging up on us, handing us off from one manager to another, lying, making us put our furniture together and not returning follow up calls as promised. And beware... If you think that you will get in touch with someone at corporate in a timely fashion then be ready to spend several hours on the phone. They are getting it all back!! We are done and done with JC Penny!!

8 years ago

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Jonny Hancock Mona, UT

I apparently opened a JC Penney credit card years ago that I never received any mail for. Recently, I noticed that my credit score dropped 50 points, which seemed strange to me because I didn't think I had done anything that would have caused such a significant drop. Upon further investigation, I discovered that the credit limit for the JC Penney credit card that I didn't even remember that I had had been cut in half, which caused my overall credit to take a hit. It is frustrating to me that JC Penney never sent me any notices about its credit card. Would not recommend JC Penney card services to anyone.

9 years ago

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Chelsea tyrrel Davenport, IA

I am so disappointed. On their page they have a picture of a hutch for sale and that picture includes a changing table... However the changing table was not included. When the hutch came I was very disappointed to discover this. I looked to see if I could buy the changing table and what do you know, they don't sell it anymore, even though they keep a picture of it up. So when I asked to return it I was told I had to pay $75 dollars on top of the $75 delivery fee... So in order to get it returned I had to take a $150 loss.. The hutch was $160. I am so mad and upset about this, I don't know if I will ever shop at JCP again. Also, the lady I talked to at JCP online was so rude.

9 years ago

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Sandra Fynboh Andress Akeley, MN

I went shopping for some much needed clothing at JC Penny. At the checkout the sales associate was more interested in getting me to sign up for a credit card than in getting the magnetic tags off of the clothing. I asked her to please make sure she got them all because I lived a long distance away and don't make it to the mall often. When I returned home, sure enough, there was still a magnetic tag on a pair of jeans. Since I work 60 hour weeks and don't drive the 21/2 hours to JC Penny often I asked several managers if they would send me a shipping label to return the jeans with the magnetic tag and send me a new pair that does not have a magnetic tag on them. Apparently, JC Penny, an on line shipping store and a traditionally mail order company, can't do that. This will be my last shopping trip at this store.

10 years ago

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Review Source

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Kim Miller Fayetteville, AR

My experience with JCPenney's is not good my father bought my mother a ring in December he also bought the extended warranty and paid $90 for it to be sized my father died in May after my father died my mother and I took the ring into JCPenney's to be sent off to be sized it was the last piece he ever bought her and JCPenney's locked it and will not make it right you all are not a family ordinated company and do not care about your customers no wonder you're going out of business

4 years ago Edited December 6, 2021

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Kim Blake Newark, DE

If i could give a zero i would. I place an order on the 17th of December. Was sent an email that it was shipped on the 19th. Was given a tracking # for usps. Then i go further to view order and i have a diff tracking # now for ups saying i won't get my order till Jan 6th. I have checked order status everyday and it keeps changing further and further out. Customer service was not helpful at all. Will never order from thwm again!

5 years ago

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No Mo Ontario, CA

BEWARE!! My package was shipped to the wrong address. JC Penny's website had a glitch and reverted my account back to a VERY old address which doesn't allow to be deleted because it was the address used when the account was opened (10 years ago!). JC Penny wants me to go file a police report otherwise they don't do anything. So I have to leave work early to go file a police report otherwise I'm out $159 and no merchandise! I have been a loyal customer for soooo many years without any complaints or problems and this is the thanks I get! I will NEVER shop here again!

6 years ago

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Cheryl Harris Brandon, FL

Extremely slow shipping. Estimated delivery date was 7/20 - 7/24. Order was a birthday gift for a birthday on the 24th so I figured worse case it is delivered on the birthday. Wrong! As of 7/26 it has still not arrived. Estimated delivery is now 7/30. The order was placed on 7/16 and not even shipped until 7/23 via the slowest possible method. Will not order from JCPenney again.

8 years ago

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Amanda Mariposa, CA

Pre Black Friday 2017, I began my search for a kitchen package. On JCPENNEY's website I found a GE 4 piece appliance package and began the ordering process. I attempted to order, and found that I was unable to order the package for the listed price. I called several times. My attempts were elevated to the corporate Leven and still I was unable to order the set for the price they advertised. The company finally stated they were wrong in their price but would not honor their add. Shameful! I missed other opportunities for sales and feel abused and mislead.

8 years ago

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Evette Decatur, GA

Last night 12/6 at 8:30pm was leaving the JC Penny at Stonecrest Mall. I️ purchased cologne, jewelry, and jeans. As I️ was leaving the mall the detector went off so I️ asked the clerk in the children’s department if there was someone else who could assist since she was busy. No response. She completely ignored me. My mom was with me and she has cerebral palsy and I️ was trying to keep her from having to walk far. The clerk was unprofessional and had terrible customer service. Will never shop here again.

8 years ago

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Project Ecommerece Irving, TX

I bought a sofa from JC Penney. It was suppose to be delivered today and a day before delivery they call me to tell me that the item has been damaged and they have already refunded without even asking what would I want to do. I ordered from them because of free delivery. However, they leave me with no option but order from them again. However, they are telling me that the delivery fee is $125.00. When it comes to furniture or bedding item they are not efficient nor effective. Rest it is up to you whether you want order from them. O ya, delivery wait time is 3 weeks to a month.

8 years ago

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ken wilder Fresno, CA

I HAVE A PAIR OF STAFFORED MENS DRESS SHOES, THE SOLE WITH VERY LITTLE USE BROKE AND CRUMBLED APART. I tried to 'CHAT' WITH CUSTOMER SERVICE THEY TERMINATED CHAT WITHOUT ANSWERING ANY OF MY QUESTIONS , OTHER THEN CLAIMING THAT SHOE SOLES FALL APART FROM USE OR STORAGE....SOMEHOW MANUFACTURING DEFECT WAS NOT A CONSIDERATION . THEY THEN TERMINATED CHAT FROM THEIR END WITH NO RESOLUTION OFFERRED......YOU CAn't even begin to call that customer service

10 years ago

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Edith O'Halloran Englewood, CO

I called JC Penny on Feb. 4th ordered two Stafford mens shirts. Paid an additional expedition fee so that the shirts would be delivered in time for an occasion. I then received an email stating the order would be delayed and I would be notified when the order would be shipped. I contacted the customer service was told that I could not do anything until after I received the order. I did receive the order on Monday Feb. 10th. The shirts were LONG Sleeved. I could simply shorten the sleeve length. Measured and marked one sleeve. To my dismay the cuff on the sleeve came into the hem area. tried to call the customer service and was buried in ads and bargains. My time is worth more than the bargains and ads.

6 years ago

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Amanda

JCPenney has ditched international buyers. No notice. No thanks for your 10 years of custom. They won't ship outside the US and won't let us ship to a freight forwarding company despite doing do in the past. Had the added arrongance of putting in an email that I could shop in store - from Australia? Really? Thanks for nothing. Disgusted.

7 years ago

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SAMUEL CHOI Brea, CA

I will be very happy when JCPenney goes out of business. On 12/31/2017, I ordered JCPenney merchandise in the amount of 127 dollars. JCPenney happily took 127 dollars from my bank account, but never bothered to ship the items that I had ordered. I have yet to receive the merchandise that I ordered from JCPenney

8 years ago

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Mary Johnson-Ambrosio Fort Myers, FL

Do not order from JC Penny online!!!! Horrible Experience..my order was cancelled 3 times for no reason. They said after hours and m,any phone calls that it can take at least 2 weeks to verify orders!! Meanwhile, I have had to dispute 2 pending charges on my credit card Terrible Customer Service !!! Warning!!

10 years ago

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W.F. Miami Beach, FL

Bought 5 items on line, paid for shipping and after 2 days of late delivery , I have no idea where my things are. I will never buy anything from them on line ever again. Lesson learned.

9 years ago

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Leslie Jackson Middletown, DE

If i could give a negative star review, I would. I purchased an item, was shipped the wrong item and JCPenney wouldn't ship me the correct item, and hung up on me. And I'm still waiting for a return label for the item they miss-shipped me so I can get a refund. Why should the customer be the once inconvenienced because of the company's mistakes?

6 years ago

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Kristin Santabarbara Estero, FL

Never shop with JCPenney, BBB complaints and proposed resolution’s that they promised but never followed through. I’m done with them.

8 years ago

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Sav Flo Salt Lake City, UT

I'm not too impressed with the quality of clothing. JcPenny isn't my first pick for clothes but they do have cheap prices.

9 years ago

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Rachel Torres East Stroudsburg, PA

The jcp customer service is the most unprofessional and incompetent customer service I have ever encountered.

9 years ago

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Doug Murphy Mansfield Center, CT

Horrible appliance purchase experience. Do not even take a chance of buying at JCP.

7 years ago

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Jackie Winter Haven, FL

Can I give a Zero???Customer service representatives are extremely rude.

5 years ago

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Dale Zollinger Kaysville, UT

Good store. Sometimes does not have the right sizes. Large selection.

8 years ago

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Olivia Keel Knoxville, TN

Just awful that's all I have to say.

10 years ago