JCPenney

HORRIBLE CUSTOMER SERVICE!!! I would give the store/​company a «0» rating if it was an option.
I haven’t been to JCP in a long time, but this time I gave it a chance since I needed shorts for my baby boy for a vacation in December and they were one of the stores that still had inventory of them online. Note to self, never go back.
JCPenney should not advertise Buy Online and Pick Up in Store if they don’t know how the heck it works or how to resolve the issues that come with it.
I placed an order on ¹⁰⁄₇ and the order was supposed to be available for pick up by ¹⁰⁄₁₆. I never received an email that the order was ready for pick up so I started calling
and they told me that 4 out of my 5 items are at the store. I can go ahead and pick up the 4 items now. I do not live near this store, nor do I want to make two trips to that store. When I started questioning where the 5^th item is, nobody could tell me.
told me to call the store, the store told me they didn’t have ANY part of my order. I’m going back and forth between
phone calls, customer service chat, and talking to the associates at the store. NOBODY knows where my order is. I was getting frustrated and fed up and nobody that worked there seemed to care. I wanted to cancel the order and return everything, since they had charged me when I placed the order.
said they could not do that because majority of the items are at the store already. This whole time the store is telling me they don’t have my order, I am SOL.
I go to the store to get some face-​to-​face interaction and again the store associate says they do not have my order… the associate starts talking to her counterpart and that associate said that she did see my name on some orders from earlier that day, however, their computer system says my order is not in the store. I’m anxiously awaiting for the 4 items and the first bag they opened up is NOT my item. I ordered a navy pair of Carter shorts for my infant son, what arrived to the store was a navy pair of Van Heusen shorts for an adult man. The good news is that my other 3 items were correct, but I am still missing the 5^th item from my order that nobody knows where it is. The original associate that told me my order wasn’t at the store now had a change in attitude from being irritated with me to being friendly. She said she was new and so were a lot of people on her team and the whole buy online, reserve in store option is new to them, so they were all going through learnings and she is going to take it upon herself to resolve this issue. I thought FINALLY, someone is going to fix this stupid problem. I had to cut the conversation short (it was already 30min in) since I was on lunch and the associate was trying to figure out how to do a return on the adult pair of shorts, but didn’t know how since it was a different process for Buy Online Reserve in Store and she was going to find out. She was also going to return my 5^th item back to me. She gave me the store’s phone number and her name to call her and follow up later in the day. I walked away feeling less angry and somewhat relieved that they found my order since they had already charged me.
I called the store back later and the phone just kept ringing, NOBODY answered the store phone… well this is a first… I tried calling back 2 days later and the associate did return my shorts, I saw the credit go back on my credit card. For the 5^th item that nobody knew where it is, she was supposed to refund it onto store credit and order it and express ship it to my house, she instead just put it on store credit and said she sent it to my house 7 days ago. I have yet to receive it and she was mailing it from her store to my house which is in the same city.
Who knows if I will ever receive the store credit, but this was a learning. I’ve been so irritated with this whole incident, I tried to get my compliant out in social media and it went to a black hole on FB, so this is my next resort.
Some suggestions for the company:
1) Do not charge the customer until the items are picked up, so there is less hassle
2) Train associates and management on Buy Online, Reserve in Store process!
3) Have better customer service — store manager should have really stepped in here
4) Answer the phones at the store
This is a prime example of why the company is going to $hit

Seems like a fine store, Layout is strange, then again i’ve only been here twice. People working seemed a bit irritated when i was there, could be just a bad day.

I’ve had a love hate relationship with Jcp for a long time. I will say the last few times I have shopped in the store I was able to find thing I could not find anywhere else. I also have experienced much better customer service than in the past (they are notorious for the worst customer service). I hope they realize their past mistakes and keep on keeping on. I would love for them to succeed and give Kohls some competition. I love Kohls but noticed their products are getting cheaper and cheaper, Jcp has much better quality when it comes to clothing!

Tried calling 13 times to see if a pair of pants were in stock. Finally someone answered, transferred me, but I waited 10 minutes and no one in the Men’s Suits Department was there to take the call. The only reason I would even go to JCPENNY is because they’re the only place to get this particular pair of pants. With terrible service like this it shouldn’t be much longer until JCP goes bankrupt.

In recent years, it seems like the only place you could find a J.C. Penny’s store was in a shopping mall. In years past, a J.C. Penny’s store was a staple of a downtown area in smaller cities, too. With the decline of the mega mall and the growth in big box stores and shopping areas that harken back to the days of a downtown, it stands to reason that smaller shopping centers might also be making a comeback.
This JCPenny store is located in the Crossroads Shopping Center, on County Line Road between Menomonee Falls and Germantown, in the heart of a developing retail area. JCPenny is the major anchor here, A new Pick ‘n’ Save is the other. The center recently had a major facelift It is located within a circle of familiar big box stores.
You’d have to know this building started out as a gray, cinder block discount store that resembled a prison. The building has been extensively remodeled, besides a major facelift, the entire interior has been redone. If someone dropped you in the middle of a department store and asked where you were, you might not be able to guess. You’d know here, because this store is uniquely JCPenny. There are attractive displays throughout the store and there are several store-​within-​a-​store kiosks.
There are several checkout registers and JCPenny does it right — there is one line for shoppers, and the first in line steps to the first available register.
The store has a large parking lot that is easy to get to, just west of US 41 – 45, Turn left at the Culver’s.

When did jcp elevate itself so much? This store is fantastic and has so many excellent products. I stopped going here years ago because I found other stores instead of jcp to have much nicer stuff. Wow have they changed! Quality, selection, friendly employees, excellent prices! Kohls and Boston store are severely lacking in comparison.

I had a nothing but nice experiences here. To me, the store always seems neat and clean. Easy to navigate and easy to find what I’m looking for. While people are falling out the door of the crappy Kohl’s across the street, I was able to score some sweet deals on the exact same tee’s and adidas pants. And cheaper! Than Kohl’s? I’m not kidding!
Today I found a pair of Clarks slippers for my husband for $ 25.00. Good deal for some awesome slippers. A store that still has slippers this time of year is a-​ok in my book.
There was also a very pleasant lady working in the department I was looking in — she even offered to get me a cart while I was looking. That’s just plain nice.
With their new «lower prices — all the time» plan in place, I do plan to frequent this store more now. With the same items at Kohl’s, but for much less, it just makes sense.