Poor Customer Service Experience at JCPenney Online

I placed an order with JCPenney, Wednesday, February, 24th. After ordering, I realized that I needed to have the order shipped to my home address instead of the store. JCPenney doesn’t let you to modify an order after it’s placed like Amazon does. So, I emailed customer service and asked them to ship it to my home instead of the store. I received an e-mail response that the order had already processed and couldn’t be modified.

I then checked the order status, and it was still “in process”, so I emailed them back asking that they cancel the order. I received another e-mail response stating that they couldn’t cancel the order, because it had already processed.

I checked the order status again, and the status still hadn’t changed. It was still “in process.” I sent another e-mail expressing my displeasure, and today I received a response stating that I’ll receive another email when it ships, and it should arrive at my local JCPenney Friday – 9 days after the order was placed and 9 days after I tried to have the shipping method changed.

JCPenney needs to wake up. Poor service doesn’t cut it, because they’re not the only game around. Next time, Amazon will get my business, just like they do for most other items I order.

JCPenney Contact Us  	Wed, Feb 24, 2010 at 18:35
Reply-To: JCPenney Contact Us 
To: Stephen Jenkins 
Thank you for your email.  We appreciate your taking the time to provide
us with your comments and suggestions.

This email is automatically generated to let you know that JCPenney has
received your email.  A JCPenney Representative will respond to you
within 48 hours.

You can always access helpful customer service information at
www.jcpenney.com. For information regarding the JCPenney company you can
log onto www.jcpenney.net.

Thank you for choosing JCPenney.

JCPenney Contact Us  	Wed, Feb 24, 2010 at 19:27
Reply-To: JCPenney Contact Us 
To: Stephen Jenkins 
Thank you for contacting us online.

We are unable to make the change you requested to your jcp.com online
order.  Orders with the status of 'in stock' process quickly and a
change is not always possible.

We apologize for any inconvenience.

JCPenney Internet Customer Service
jcp.com
Every Day Matters

Original Message Follows:

Form Message

Subject: Recent Orders
First Name: Stephen
Last Name: Jenkins
Topic: request order cancellation or change
OrderZipCode: 
ItemNumber:
OrderNumber: 
Comments: Can I change the shipping destination?  Instead of shipping it
to the store, I'd like it shipped to my billing address.

Thanks
Email Address: 
Cluster: ww3.
Browser: Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.9.1.8)
Gecko/20100214 Ubuntu/9.10 (karmic) Firefox/3.5.8




Steve Jenkins  	Sat, Feb 27, 2010 at 08:48
To: JCPenney Contact Us 
Then I'd like to cancel the order.  I just checked the order status, and it says it's in-process, so please cancel the order.

Steve Jenkins
[Quoted text hidden]
JCPenney Contact Us  	Sat, Feb 27, 2010 at 08:49
Reply-To: JCPenney Contact Us 
To: Steve Jenkins 
[Quoted text hidden]
JCPenney Contact Us  	Sat, Feb 27, 2010 at 21:49
Reply-To: JCPenney Contact Us 
To: Steve Jenkins 
Thank you for contacting us online.

We have not been able to make the change you requested to your jcp.com
online order.  Orders process quickly and a change is not always
possible.  If you have additional questions about the order, please
reply to this note.

JCPenney Internet Customer Service
jcp.com
Every Day Matters
7235

Original Message Follows:
[Quoted text hidden]
Steve Jenkins  	Sat, Feb 27, 2010 at 21:52
To: JCPenney Contact Us 
This is ridiculous.  I just checked the order again, and it's still "In Process", i.e., it hasn't shipped.  
This the first time I've ever contacted your customer service department about an order, 
and it is the LAST time I will ever do business with JCPenney!

Steve Jenkins
[Quoted text hidden]
JCPenney Contact Us  	Sat, Feb 27, 2010 at 22:01
Reply-To: JCPenney Contact Us 
To: Steve Jenkins
[Quoted text hidden]
JCPenney Contact Us  	Sun, Feb 28, 2010 at 15:20
Reply-To: JCPenney Contact Us 
To: Steve Jenkins
We appreciate your taking the time to contact us.

Orders are processed in a timely manner, usually the next business day
after your order is submitted.  Although all of the merchandise you have
ordered is available, the fleece jacket was not in stock in the center
that usually fills your orders.  We are happy to inform you that we are
able to obtain this merchandise for you from another center.  Because of
this, please allow an additional 1-3 business days for delivery of your
order.

You will receive a shipping notification email once your order has
invoiced.  The email will provide the total of your order and invoice
number.  Please make note of the invoice number as it is helpful in
researching your order, should it become necessary for you to contact us
in the future.

Your order should be ready for pickup at the Tanglewood Mall after 3:00
PM on 3-5.  The Catalog Desk will contact you when your order arrives.

Your order will be charged to your credit card at the time it is shipped
from the warehouse.  For identification purposes only, please bring the
credit card used for payment when picking up your order.

Orders are held for 10 days only, so please call if you need extra time.
After 10 days, merchandise is returned to the warehouse and your account
credited for merchandise plus applicable sales tax.

To find the location of any of our stores, please return to
http://www.jcp.com and click on Store Locator at the top of the screen.
You may also access our store locator using the following URL:
http://www.jcp.com/jcp/StoreLocatorMenu.asp

Cordially,

JCPenney Internet Customer Service
jcp.com 7691
[Quoted text hidden]

9 thoughts on “Poor Customer Service Experience at JCPenney Online”

Oleschoolhouse March 3, 2011 at

JCPenney has become the worst place to shop, and catalog/online ordering is nothing less than a waste of time. Very few items are stocked. We may check out with a notice that all items are available, but then we most often we either receive emails stating that the items are no longer available or they just arbitarily cancel the orders without even telling us. Surprise … when we check our order status items or orders just say “cancelled.” Who knows why. And they have even been known to just delete entire orders from their system so we are unable to access them online to check the status.

JCP is now notorious for poor customer service. The associates no longer sign the emails that they send to customers, and don’t expect them to spend much time researching an inquiry or trying to make you happy. It is clear that the associates simply don’t care and their position is just a job for them. I will say that my home is full of JCP merchandise, as we have been shopping there for 30 years. However, we very seldom shop there now because the entire ordering process just turns out to be a waste of time. And when they don’t offer free shipping and free returns … well, you are well advised to pass and order elsewhere.

Reply ↓

Grannyb1 September 9, 2012 at

My shopping experience at Penny’s, Johnstown, PA, was frustrating.� Someone had to bring me a copy of the bridal registry list, and then no one was around to help me find the items I was interested in.� Also, the store certainly needs many more check-outs, as you have to search for one!� Makes me lean more toward on-line shopping, which is a lot less nuisance.� Customer service, and the shopping experience itself, has gone downhill.� Give me the good old days!� Lots of improvement needed in today’s stores!!!� The lady at the register was the only nice thing I can say about shopping today at Penny’s.!!!!!

Reply ↓

David December 21, 2015 at

Very unclear order dont think i will come back

Reply ↓

Zach November 22, 2016 at

I had a similar experience today. I placed an order online and needed to immediately update the shipping address. I called within 5 minutes of placing the order and was told the order was already processed and they could not modify the order in their system. JCP uses a system that prevents online orders from being modified. This is backwards to anyone who is accustomed to sites like Amazon that allow you to cancel or modify most orders if take action in a reasonable period of time. I am reluctant to place another online order with JCP in the future because I know that it I make a mistake they will make me jump through hoops to correct it. Today I was told by two representatives that I have to wait until JCP ships the order, then call then back and change the address so they can notify UPS to reroute the order. When I asked why the address couldn’t be updated now I was basically told that their system won’t allow them to do anything until the item is shipped. Their system is totally broken and they don’t seem to care that certain customers are unhappy.

Reply ↓

Dan M February 19, 2017 at

An order was put in on 2/19/17 around 8 am and I went and called j.c.penny at 11 20pm to cancel order. Before canceling I checked status and it was still in process. When I called they told me you only have 5 min. to cancel after placing order. Now I have to wait until it arrives, return it at store and wait another approx. 5 days for money to be put back on card. This is the last time I will be ordering ANYTHING from j.c.penny

Reply ↓

ezwack March 15, 2017 at

I had a similar experience to Dan M except I ordered clothing that was the wrong size and I wanted to cancel the order or exchange for the right size. I noticed this mistake within 10 minutes of the purchase and called JCP right away. They said they could not do anything once the order was processed. They said they have to send it out and then i will have to return it and wait for the refund. This whole exercise in futility will take around 3 weeks. JCP must be in pretty bad shape financially if they have to “play the float” to use my money interest free for the next month. No wonder they are closing up all over the country. Their employees, while polite enough, are so restricted and probably threatened by job loss if they actually cancel an order. Their mantra is ” I cannot do anything once the ordered is processed” which is bs because the order will not go through for several days. The item will be taken from the shelf and put in a box and sent out. It would be simple enough to just get a message to the packing people to stop the order and it would be done. Like I said JCP must be in bad shape financially to be going through all this trouble to use my money to play the float. Amazon would have resolved this matter in 5 minutes. Which is why a lot of the brick and mortar stores are going bye bye. To make America great again we have to start recognizing that the customer matters in business.

Reply ↓

Lori Manning September 12, 2017 at

Same experience as others above – extremely frustrating that you cannot modify an order – NEVER again!
No wonder they are going out of business….

Reply ↓

Karen Wisenbaker February 22, 2018 at

I agree, it popped up free shipping so I sent it to my home, wrong I�m charged $8.95 and there is no way to change to in store pick up.
Not very good customer service if you can�t change the shipping within 15 minutes of placing the order.

Reply ↓

Beverly hryciak July 25, 2018 at

Amazon will put JC Penny out of business, their on line ordering and supposed customer service is very bad. How frustrating to spend an hour trying to track a purchase! There is no one to speak to and the system is terrible. I’m cutting g up my Penny’s card and will not be back.

Reply ↓

Oleschoolhouse March 3, 2011 at

JCPenney has become the worst place to shop, and catalog/online ordering is nothing less than a waste of time. Very few items are stocked. We may check out with a notice that all items are available, but then we most often we either receive emails stating that the items are no longer available or they just arbitarily cancel the orders without even telling us. Surprise … when we check our order status items or orders just say “cancelled.” Who knows why. And they have even been known to just delete entire orders from their system so we are unable to access them online to check the status.

JCP is now notorious for poor customer service. The associates no longer sign the emails that they send to customers, and don’t expect them to spend much time researching an inquiry or trying to make you happy. It is clear that the associates simply don’t care and their position is just a job for them. I will say that my home is full of JCP merchandise, as we have been shopping there for 30 years. However, we very seldom shop there now because the entire ordering process just turns out to be a waste of time. And when they don’t offer free shipping and free returns … well, you are well advised to pass and order elsewhere.

Loading...

Reply ↓
Grannyb1 September 9, 2012 at

My shopping experience at Penny’s, Johnstown, PA, was frustrating.� Someone had to bring me a copy of the bridal registry list, and then no one was around to help me find the items I was interested in.� Also, the store certainly needs many more check-outs, as you have to search for one!� Makes me lean more toward on-line shopping, which is a lot less nuisance.� Customer service, and the shopping experience itself, has gone downhill.� Give me the good old days!� Lots of improvement needed in today’s stores!!!� The lady at the register was the only nice thing I can say about shopping today at Penny’s.!!!!!

Loading...

Reply ↓
David December 21, 2015 at

Very unclear order dont think i will come back

Loading...

Reply ↓
Zach November 22, 2016 at

I had a similar experience today. I placed an order online and needed to immediately update the shipping address. I called within 5 minutes of placing the order and was told the order was already processed and they could not modify the order in their system. JCP uses a system that prevents online orders from being modified. This is backwards to anyone who is accustomed to sites like Amazon that allow you to cancel or modify most orders if take action in a reasonable period of time. I am reluctant to place another online order with JCP in the future because I know that it I make a mistake they will make me jump through hoops to correct it. Today I was told by two representatives that I have to wait until JCP ships the order, then call then back and change the address so they can notify UPS to reroute the order. When I asked why the address couldn’t be updated now I was basically told that their system won’t allow them to do anything until the item is shipped. Their system is totally broken and they don’t seem to care that certain customers are unhappy.

Loading...

Reply ↓
Dan M February 19, 2017 at

An order was put in on 2/19/17 around 8 am and I went and called j.c.penny at 11 20pm to cancel order. Before canceling I checked status and it was still in process. When I called they told me you only have 5 min. to cancel after placing order. Now I have to wait until it arrives, return it at store and wait another approx. 5 days for money to be put back on card. This is the last time I will be ordering ANYTHING from j.c.penny

Loading...

Reply ↓
ezwack March 15, 2017 at

I had a similar experience to Dan M except I ordered clothing that was the wrong size and I wanted to cancel the order or exchange for the right size. I noticed this mistake within 10 minutes of the purchase and called JCP right away. They said they could not do anything once the order was processed. They said they have to send it out and then i will have to return it and wait for the refund. This whole exercise in futility will take around 3 weeks. JCP must be in pretty bad shape financially if they have to “play the float” to use my money interest free for the next month. No wonder they are closing up all over the country. Their employees, while polite enough, are so restricted and probably threatened by job loss if they actually cancel an order. Their mantra is ” I cannot do anything once the ordered is processed” which is bs because the order will not go through for several days. The item will be taken from the shelf and put in a box and sent out. It would be simple enough to just get a message to the packing people to stop the order and it would be done. Like I said JCP must be in bad shape financially to be going through all this trouble to use my money to play the float. Amazon would have resolved this matter in 5 minutes. Which is why a lot of the brick and mortar stores are going bye bye. To make America great again we have to start recognizing that the customer matters in business.

Loading...

Reply ↓
Lori Manning September 12, 2017 at

Same experience as others above – extremely frustrating that you cannot modify an order – NEVER again!
No wonder they are going out of business….

Loading...

Reply ↓
Karen Wisenbaker February 22, 2018 at

I agree, it popped up free shipping so I sent it to my home, wrong I�m charged $8.95 and there is no way to change to in store pick up.
Not very good customer service if you can�t change the shipping within 15 minutes of placing the order.

Loading...

Reply ↓
Beverly hryciak July 25, 2018 at

Amazon will put JC Penny out of business, their on line ordering and supposed customer service is very bad. How frustrating to spend an hour trying to track a purchase! There is no one to speak to and the system is terrible. I’m cutting g up my Penny’s card and will not be back.

Loading...

Reply ↓

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Poor Customer Service Experience at JCPenney Online

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