JCPenney

Reviews

• SP

  SHAWN PATTERSON

  2 days ago
  1.0
  1 star — and only because zero stars isn’t an option. I picked up an online order from JCPenney on August 11, 2026, consisting of four bath towels. When I got home and opened the package, there were only two towels inside. I immediately called the store to find out what happened. The employee who answered the phone immediately put me on hold, and I remained there for more than 20 minutes while I could hear her assisting customers in the store and having conversations. I understand that in-store customers need assistance, but I was a customer too and I should not have been left waiting indefinitely without any communication. I eventually hung up and called back. The same employee answered and attempted to put me on hold again. I explained that I had already waited over 20 minutes and that this was unacceptable. Instead of apologizing or offering assistance, she told me I could either continue waiting on hold or speak with a manager. I chose to speak with a manager. Donna, who I later learned is the Store Manager, took the call. I explained everything, including the missing merchandise and the excessive amount of time I had already spent trying to get assistance. There was no apology and no acknowledgment of the inconvenience. Donna simply asked for my order number and investigated the issue. She discovered that my order had been split into two separate packages. I asked if the remaining towels could be shipped to me since I live more than 15 miles from the store. Donna responded, “It’s a whole process and I’m not sure if we can do that.” She then asked me to hold while she looked into it. Shortly afterward, the call was disconnected. I immediately called back for the third time and asked for Donna, only to be told that she was suddenly in a meeting. Tasha then came on the phone, apologized, and told me my only options were to drive back to the store or cancel the remaining order. I explained that the towels were purchased during a special sale, so canceling the order was not an acceptable solution. I was told there was simply no way to ship the items to me. I asked Tasha for her title for documentation and was told that she was with Human Resources. I ultimately agreed to drive back to the store another day to pick up the package that should have been given to me during my original pickup. The result? More than 60 miles of driving over two round trips because JCPenney failed to provide my complete order. And despite the inconvenience, multiple phone calls, being left on hold for more than 20 minutes, being disconnected, calling back a third time, nothing whatsoever was offered to make this right. Not shipping. Not a discount. Not a credit. Not even a meaningful apology from management. I haven't shopped at JCPenney in several years, and after this experience, I can honestly say I haven't been missing anything. Mistakes happen. Orders get split. Employees get busy. I understand that. What I don't understand is the complete lack of urgency, communication, accountability, and customer appreciation when the company's mistake directly inconveniences the customer. JCPenney, this wasn't just a fulfillment mistake. It was a customer service failure from beginning to end. If this is how customers are treated when something goes wrong, I have no reason to return.
• DP

  David Parsons

  Aug 12, 2026
  5.0
  I purchased a nice 24 inch gold chain at an awesome price.
• PN

  Patty Noblin

  Jul 28, 2026
  5.0
  Had a wonderful experience at the Hair Salon with Elizabeth. She was friendly and did an excellent job on my hair, and I will go back!
• AD

  Angel Downey

  Jul 17, 2026
  5.0
  Best experience I have had in years !! After years of searching for a stylist that listens and understands and doesn’t just jump in , I finally found one !!!! If u need anything done Elizabeth is the best stylist ever !!!!!! I will definitely be going back and taking my kids too !!!!
• LW

  lois washington

  Jun 19, 2026
  1.0
  Poor customer service

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