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JCPenney

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323 User Reviews

5.4

Overall Score

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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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User Reviews

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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Pamela M Mercer Plainfield, IN

I was in the Plainfield Indiana store today and they have the area roped off at the registers for people to wait for check out. I was lined up by the sign and they took a customer from the exit instead. When it was my turn I ask the cashier if they were taking from both sides not she said no. I stated they had taken the other people from the exit before me. She said they had been waiting there. I know in fact that they were right in front of me heading to the register and they stopped at the exit and I went ahead and were to the entrance. That I could over look but when I ask why some customers followed the rules and others did not. The cashier smarted off to me about it. I said no wonder JC Penney's is going out of business and she stated this one is not in a snotty way. She never thanked me for my business. No wonder the stores are having to close when I can sit at home order the product and not be bothered by people who do not want to follow the rules and the snotty help! When I got home I called the store and asked for the manager and was put to a voicemail. The store was not that busy. I left my name and what I was calling about and my phone number about 2:30 and I still have not heard back from him.

7 years ago

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LK East Lansing, MI

I ordered an item online to pick-up in store. The instructions claimed that the item would be ready either that day or the next. Time goes along, and I still have not received an email. I called the JCPenney (which in this case was located at Lansing Mall) to sort this out, as I'm traveling back home and will need the item by the end of the week. I ordered it on a Friday, and called on the next Wednesday, with still no word. The associate I spoke to was very accommodating and said that they could just cancel my online order since they had 2 items in store matching what I ordered. Unfortunately when I drove 25 minutes to get to this location the items they claimed to have were nowhere to be found. The only person who seemed to know what to do was a manager, who took me upstairs to the online order backstock to find out that my order was just sitting there. I am very thankful for this manager's help but overall just very frustrated with this JCPenney and will probably never go to that store, nor use the online ordering service again.

7 years ago

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Ingrid Salisbury, NC

I Order items on November 23, 2018, to be delivery to the store got confirmation that the order was place and should be getting notification of it's delivery. A week later call customer service and was told that my delivery should be at the store by Thursday of the following week and someone at the store will give me a call to let me know that my order is ready to be pick up well the week can and left, so Friday December 7, 2018 I call customer service to see if they can give me some information on where my order is, I got the worst customer service ever, she was not trying to help me find my order, she said that they can not track to see if it was delivery to the store, she did not do anything to keep the customer satisfied, and hang up on me. After talking to a supervisor I did find out that the order was at the store and ready for pick up. (but still not know why I did not get that call of email notification). Here is the kicker once I pick up the order JCPENNY email thanking me for picking up my order. Now if they can not track to see if my order was delivered how can they track to see if I pick up my order. WORST CUSTOMER SERVICE EVER!!!!! I Shop a lot at JCPENNY during this time of the year, but I may have to rethink this :(

7 years ago

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Lucy Yang Hickory, NC

This is the 2nd time that I have used the same day pick up service available on the website and my order was not ready for pick up within the promised 4 hrs. 2 days ago I purchased 3 items online for same day pick up. When I called to see if my order was ready, 24 hrs after I had ordered it, the manager tells me that it wasn't ready and for me to call back at 3pm. When I called back at 3 pm, the phone just rang and rang and went to voicemail. I called a few times and no answer. At 7pm, I decided to go into the store to pick up my items. The clerks then, told me that they couldn't find my order, they were unsure if it was ready for pick up and had no clue of the status. Then they told me that maybe I had not selected the same day pick up option and made a mistake to have it to shipped to the store instead. I couldn't get any phone reception to check my order online, so I walked out of the store and verified that I had selected the same day pick up. I had to walk back in the store to tell them, I did pick the same day pick up option. . After a whole hour, they called the manager who then says, one of my items were not available, therefore my order did not process. I did not receive any notifications that my order did not process. When I checked my credit card, my purchase order was pending charges. They then told me that I had to purchase the items again, and would give me the sale price I got it for online. It was such a hassle and so inconvenient and so unprofessional. I don't want to deal with JC Penny's same day pick up no more.

7 years ago

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David Cape Coral, FL

J.C. Penney has been steadily on a decline for years. Each year they drop product lines they used to carry until, they have become basically a cheap clothing store. Like most of the stores today they want to sell you a credit card more than the products they carry. The clothing they carry, has become so cheaply made that it seldom last a full year of use. I remember the days where you could walk into their stores and be assured you could find just about any product you wanted from furniture to Clothing and Electronics at a reasonable price and good quality. Those days are over.

5 years ago

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angrycustomer Wayne, MI

There is no sales reps in any of the departments. When I complained to the manager, she said they are all at the register helping customers. I said that I was standing at the counter and there were 2 people at the register for the ENTIRE 1st floor. What happen to customer service reps in the aisles. There aren't any. This is why the sales are going down in these stores. There is no help on the floors until you wait 15 min at the register to ASK a question.

7 years ago

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Gordon D Tiffany Richland, WA

Ordered couch online relying on color chart provided on line. Set couch back since it wasn't even close to the online color. Penny's no longer has a way to get fabric samples, either by mail or at store. Crazy decision makes me wonder if they have given up on customer service and will be ending all furniture sales.

8 years ago

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Christopher Haueter Salt Lake City, UT

JC penny really isn't the best store. There are so many places that are cheaper with a much bigger variety of clothes...which is the main reason I don't like it. I will say that I was happy when I found my suit that I wore to my wedding and it was a very reasonable price. Other than that....not my first or even fifth choice.

9 years ago

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Sandra Dubas Salt Lake City, UT

JCP is not my favorite, stuff there looks really cheap and not quality. I only bought a few things from there in the past and it wasn't what I was expecting it to do. The prices are the only motivation to go to JCP.

9 years ago

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Blake Wilcox Salt Lake City, UT

The styles at JCPenney are outdated and not as stylish as other department stores. Their prices are great, and they always have deals going on. However, the quality of thier clothing is not worth the money.

9 years ago

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Makayla Holland Gaithersburg, MD

I don’t really like JCPenney, I’m not very comfortable with there clothing and there costumer was not to my liking. I don’t think that this was worth my money.

5 years ago

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Review Source

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David T Draper, UT

I would not buy clothes from this website. I don't really like JCPenney, not knowing if they are going to be in business in a year anyways. The coupon code I had didn't work online.

6 years ago

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Mervin Raggs

Need better shipping options and tracking. When you order online there is no comfort in knowing more about the arrival of the items

7 years ago

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Lourdes Rivera

I liked their clothes and many of their brands but I dislike their management

7 years ago

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Bruce Sorensen

Too many items, crowded stores, poor customer service

7 years ago

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