JCPenney Customer Service Issues

I recently visited the Woodland Mall location and encountered a situation with one of your associates. I am uncertain of her name, but she was an older woman working at the registers near the mall entrance. She displayed condescending behavior, instructing me to join the checkout line despite there being no one else waiting. As someone who works in a public-facing role as a nurse, I found her rudeness to be particularly unnecessary. Fortunately, another employee, a polite young lady, came to my assistance and reassured me. The contrast between their attitudes was striking. It's important to address incidents like this as they may drive customers away. If you require further information to investigate this matter, feel free to reach out. Thank you for your attention to this issue.

I recently made a purchase and was surprised to see my husband's girlfriend's name on my account. The associate was unable to resolve this, so I was given a new account. However, upon making another purchase, both our names appeared linked to my phone number, affecting my coupon mailings. I would appreciate it if her name, Angela Wood, could be removed from my account. My details are as follows: Peggy Penny, residing at [redacted] County Route Norfolk, NY, with the phone number [redacted], and my husband, Edward Penny. Angela Wood's details are 10 Whitney Street, Norwood, NY, with home phone [redacted] and cell [redacted]. I suspect this was intentional, and I am upset by this situation. I kindly request assistance in rectifying this issue.

On November 18, I placed an order for two items. Order #[redacted][redacted] was for a pair of pants that was to be shipped. However, the boots were said to be available for pick up at the Amherst store within 2 hours. I was told to wait for an email to confirm their readiness. Regrettably, the confirmation email did not arrive until almost 24 hours later on November 19 at 1:03 PM. By then, I had already been to the store and returned home. I am extremely disappointed with JCPenney and their poor customer service. When I called in the late morning today, I reached an appliance representative who attempted to transfer my call, but unfortunately, no one picked up. This lack of responsiveness is unacceptable. After being a loyal customer for over 50 years, I have decided to no longer support JCPenney due to this frustrating experience.

Order # 2[redacted]-2[redacted]. It took 5 attempts to get this shoe order placed, with 4 of them done over the phone. I am concerned about the fulfillment until I receive confirmation. During the first 3 calls, I was informed the shoe was in stock and reordered it each time. I suggested switching to an alternative color (BLACK vs. BLACK PU) just to be safe, even though I preferred Black PU. The service reps I interacted with were helpful but misinformed, with the last call being somewhat matter-of-fact. I requested to speak to a manager at the end of the last call but got disconnected during the transfer, leading to increased frustration. This order is part of a larger one already eligible for free shipping. After multiple callbacks to reorder, I expected some gesture to retain my loyalty, like expedited shipping or a consolation discount. I appreciate great customer care as I work in sales. Walmart resolved a past issue by offering a discount and expedited shipping, which earned my continued business. Despite being a longtime JCP customer, I have been disappointed by this poor experience. I hope for improvement but felt it was essential to share this feedback. Wishing a Happy Thanksgiving to those who read this, Doug O.

Earlier in the store, I tried to purchase some Ambrielle Underwear. I selected two pairs, each ringing up at $12 rather than the advertised $3.99. When I pointed this out to the cashier, she acknowledged the discrepancy and called the manager. Initially, the manager seemed helpful but then left abruptly. After prompting, she went to check the sign and returned saying the $3.99 price was only valid for a purchase of seven pairs. However, the sign only mentioned the brand and the price without any mention of a minimum quantity. When I suggested matching the online price of $4.99, the manager declined, citing store and online pricing differences. I was left wondering if I truly needed to buy seven pairs to get the advertised price, especially since this requirement wasn't specified online.

Yesterday at JCPenney in Ashland, Kentucky, I encountered some issues with my purchase. One of my items didn't have a tag, and the cashier insisted I find one with a tag, which I had to do. I also had two items that were supposed to be 25% off, but the cashier argued with me about it, despite there being a clear sign indicating the discount. Due to the long lines on Black Friday, I couldn't address the problem at the time and had to spend over $[redacted] without the correct discount. After checking later, I found out I was right about the 25% off sign, and I have a screenshot of it. I live over 30 minutes away in another state, which makes returning the items a hassle. I'm hoping to receive credit for the discount I should have gotten, which amounts to over $30. I have the receipt details as follows: Store: [redacted] Terminal: [redacted] Transaction: [redacted] Date: 11/23/18 Time: 03:05pm Associate: [redacted] I can also provide a photo showing the sale that I should have received on items from the women's Nike collection, including a Nike jogger for $55 and a Nike hood for $60.

Hello, I made a purchase on Black Friday for $[redacted] but had trouble applying a 25% coupon from my dad's account. Despite reaching out to JCPenney customer service and the store, I was transferred to multiple representatives without a resolution. After being promised to speak to a manager, the call ended without a solution. I am kindly requesting the price difference to be refunded to my JCPenney card or original payment method, as visiting the store is inconvenient. I can provide the receipt information, card number, account number, and the promo code used. Your prompt assistance is greatly appreciated. I have been a loyal JCPenney customer and have never experienced such poor service before. Thank you for your help.

I visited JCPenney yesterday and made a $[redacted].33 purchase. Unfortunately, I forgot my booklets at home and asked the cashier if they had any, as they usually do. However, this time the cashier did not have any and was a bit irritated when I searched online. I inquired about a discount with my JCPenney card, but there was none offered. Despite having the card, the cashier did not mention any rewards, leading me to download the app later to claim my points. I missed out on $20 in savings and believe that cashiers should show more understanding towards customers, especially considering the challenges we all face.

Subject: Continued Delivery Issues with JC Penney Mattress Order I am sharing a chain of emails to illustrate the ongoing frustrations I have experienced since purchasing a mattress from JC Penney on November 1, [redacted]. As of November 27, [redacted], at 11:00 AM EST, the 3rd party delivery company has failed to deliver my mattress for the fourth time. I intend to cancel Order # [redacted] due to the unacceptable delays and poor service. Thank you, Isaac Email Excerpt: I am disappointed in the repeated delivery failures and lack of communication. I have attached the tracking information showing another missed delivery. I will be escalating this issue to ensure others are aware of the subpar service provided. Thank you, Isaac --- Email sent by Mr. Smith expressing his frustration with the delayed and rescheduled delivery of his mattress. He emphasizes the inconvenience caused by the changing delivery dates and the lack of proper communication from the delivery company. Mr. Smith expects immediate action to resolve the situation promptly. Thank you, Isaac & Catherine Smith

I placed an online order and got a text confirmation (#[redacted][redacted]). My order with 7 items was due on 11/15, but none arrived. UPS or USPS noted the box was empty. Customer service opened a claim on 11/21 and was supposed to follow up, but I haven't heard anything since. I need my order replaced as soon as possible at no extra cost. The delay caused me to miss wearing the pants I ordered for Thanksgiving. I've been patient, but it's 11/29 and still no resolution. My order has been located in your system. Please email me with the order confirmation and tracking details. I know JCPenney can expedite orders like my recent one on 11/23 that I received promptly on 11/28.

I visited the salon today and was assigned a different stylist since my regular one was unavailable. I've been loyal to the galleria location for three decades without any issues. While the color was right, the highlights turned out a drastic Christmas red, which was very disappointing. The stylist didn't have the formula for the highlights and mentioned bringing swatches but never did. She also mentioned she had a fall and had difficulty moving, leading someone else to blow dry my hair. The end result is not acceptable, as the bright red highlights are not what I expected. Despite tipping the stylist, I'm now considering finding a new salon for future hair appointments as I value good service, like what I always received from Natalie.

I recently visited the Cheektowaga, NY salon for my regular hair color and highlights appointment, which I've been doing for over 20 years. My usual stylist was not available, so a different stylist took care of my hair. Despite not having the formula for my highlights, she proceeded without it, leading to a disappointing outcome. Another stylist had to assist due to my stylist's back issue. Unfortunately, my hair now has bright red streaks that do not suit my age or usual style. I paid the bill and left a tip, hoping it would improve, but it hasn't. After this experience, I have decided not to return to the salon, which is disheartening after being a loyal customer for so long. Should you need to contact me, I can be reached at [redacted]. Thank you for your attention. - Karen H.

I recently visited the JCPenney store to exchange a coat I had bought online for a smaller size. I was disappointed to find that the only coat available in my size was not in good condition, so I opted for a different Liz Claiborne coat with a similar price tag. However, the staff member processing my exchange made an error by refunding the original coat at $59 and charging me $30 more for the new coat. This seemed unfair as I was essentially making an exchange for the same priced item in a different size. I am questioning why the clerk couldn't adjust the price of the new coat to match what I originally paid. Both coats had the same price tag, but the one I purchased had quality issues. I am hoping to have the $30 price difference credited back to my account, as I frequently shop at JCPenney for various occasions. The new coat cost me $89, while the original transaction was $59. I am seeking a resolution to this situation.

On 11/22, I purchased a 12-piece Pyrex Simply Store set at the UP Mall store. I waited in line for over an hour to buy the item listed on the shelf as on sale. However, the cashier informed me it was a rebate item, not on sale. I agreed to do the rebate but faced challenges trying to complete it online for two days. After calling the [redacted] number and speaking with three different representatives, I was informed there was no rebate available, contrary to what was stated in-store. Despite contacting the store for assistance, I was transferred multiple times only to end up with the same unhelpful person. Feeling frustrated, I decided to return the item due to the misleading advertisement. I have been a loyal customer of this store for over 40 years, but the service quality has significantly declined. As it is the holiday season, I enjoy shopping at this store for gifts, but this experience has left me dissatisfied.

Hello, my name is Christin. I recently purchased a lightsaber sword for my son. Upon receiving the package today, I noticed that the packaging for the sword had been ripped open at some point and then taped back together. It looks quite unappealing! I am puzzled as to why anyone would ship an item in this condition. The poor packaging has left me feeling disappointed. No store should send out products with such damaged packaging. This sword is a gift for my son, and I am frustrated that I paid full price for an item that arrived looking like it had been torn open and hastily taped shut again. I am now faced with the hassle of either returning it to a store or figuring out how to ship it back, both of which require time that is hard to come by during this busy season. I had hoped that ordering new gifts would mean they arrived in good condition. Fingers crossed that the sword works properly once my son receives it for Christmas.

I am writing to share my frustration with the poor customer service I experienced with this company. Despite working in customer service myself, I had to reach out multiple times to obtain my tracking information, receiving contradictory information from different representatives. After finally requesting a supervisor, I was left waiting on hold for 30 minutes. This level of service is unacceptable, especially during this busy holiday season. I understand the challenges of seasonal hiring and training, but the lack of competence in tracking packages is disappointing. Now, I have to personally pick up an item that was supposed to be delivered to me. I am disappointed with the overall service and request an additional 20% off my order as a resolution. My details are as follows: Emma H., [redacted] Truxel Road, Sacramento, CA [redacted], [redacted], hillemma95[at]yahoo.com. I hope this issue can be addressed promptly to restore my faith in your company.

I recently purchased a sofa from your company and was given several delivery time slots which changed multiple times. Despite the delays, the delivery ultimately arrived much later than scheduled, around 5:40. While I understand that external factors like traffic and weather can affect delivery times, I believe it would greatly improve customer service if the delivery personnel could give updates if they are running late. The delivery staff were courteous, but I feel that a simple phone call notifying customers of delays would go a long way in improving the overall experience. I suggest considering implementing a procedure where customers are informed promptly of any delays to enhance the delivery process.

I purchased a Cooks coffee maker on November 9, [redacted]. It was delivered on November 14, [redacted], and I started using the coffee maker on November 15, [redacted]. Order #2[redacted]-4[redacted], Invoice #K[redacted]0, Purchase price $35.77. However, I do not live close to a JC Penney store. Having used the coffee maker for only 18 days, it has stopped working. Despite efforts to troubleshoot, it remains non-functional. Contacting customer service, I was informed that the coffee maker cannot be returned due to being used, despite the short usage period. This response does not align with the store's return policy, leaving me dissatisfied with the service received. I had hoped for a resolution allowing me to return the defective item for a refund as a loyal customer. I am disappointed with the handling of this issue and will not consider shopping online at JC Penney in the future, intending to share my experience with friends. Shirley McKay

I am extremely frustrated with the JCP online ordering process. This is my second order, as the first one took 20 days to receive a sweater. After ordering a pair of shoes on 11/17/18, I faced multiple delays and confusion. Despite being informed that the shoes were at the store, my visits yielded no results. I requested a refund for the charge on my account, as it should not be processed until I collect the merchandise. The process of returning the shoes for a refund is now causing further delays, with an additional 5-day waiting period. This has been the worst ship-to-store experience I have encountered, with a lack of assistance and clarity on the status of my order. Waiting 17 days for a pair of shoes to arrive at the store is unacceptable. The service has been truly disappointing.

I made a purchase online with order number [redacted][redacted] on November 17th for a Stafford Brown Windowpane Classic Fit Suit for my fiancé for our wedding on December 15th. We only received the pants on November 23rd, and were expecting the jacket by December 3rd. However, the tracking number provided no information and when I called, they couldn't locate the package. I was informed that the jacket is out of stock, despite there being two available when I placed the order. I am at a loss for what to do next. I have been very upset about this situation all afternoon. The tracking number for the missing package is 1Z880152YW[redacted]5, but it shows as Ready To Go without any actual info. What steps should I take now?