JCPenney — Local services in Riverside Township

Top line - It's baffling to me how this store (individually and as a chain) remains in business given the far superior competitors in the market.

I hadn't been to a JCPenney in decades but my mother sent me a gift (jewelry) from out of state with a receipt in case I wanted to exchange it. My first impression of the store as I walked in was that it looked like a sad, dilapidated mall store from the 70's that hadn't been updated at all. Literally, there were multiple broken florescent lights flickering all over, water damaged ceiling tiles, old, stark, dirty walls. It felt almost post-apocalyptic.

First I shopped to find some things in the same price range as the item I wanted to exchange so that I could go to a register and do the swap all at once. When I was ready to check out, I asked a floor associate where I should go and they told me I had to back downstairs all the way to the front of the store to customer service to do the exchange, which to me is ridiculous. 2 weeks ago I returned something to Nordstrom from a Nordstrom Rack in a totally different area of town, walked up to a random associate on the floor and they immediately took me to the nearest register and did the return in less than 30 seconds. NOT AT JCPENNEY.

I stood in line at customer service for at least 10 minutes, then when it was finally my turn, I told them about the exchange and they said they couldn't do it there, that I'd have to go back upstairs (where I came from) to the jewelry department. SERIOUSLY?! This is the customer service desk for the whole store and you can't do an exchange from one of your departments? How does a company survive without a holistic point of sale system? Is it 1995?

THEN, I went back upstairs to the jewelry counter, explained what I wanted to do, showed them the receipt and they said that they couldn't do it because I had to exchange items at the same store I bought them. WTH?! WHO DOES THAT ANYMORE? You're a NATIONWIDE CHAIN. All Targets take returns from any store, all Gaps, all department stores, etc etc. I nearly had a melt-down because I'd been there over an hour at this point and there's no way I could go out of state to do this transaction. They called a manager and finally, FINALLY the manager agreed to do it, but as if they were doing me a huge favor, as if this isn't table stakes in 2025! I also want to point out that the item I was exchanging was less than $100 (so it's not like I was trying to get away with fraudulent activity, which seems to be the underlying rationale for the policy) AND I was spending MORE money on top of the exchange. JCPenney, do you not want my business?

If you want to go to a department store with class, amazing products and customer service, do yourself a favor and just go to Nordstrom. They know what...

Shady Shady move from the hairdresser. I was going to let her get away with it too until 1. I saw my receipt 2. The excuse she gave me and 3. the nice girl in the front said this lady pulls these kind of moves often. I set up an appointment thru the JC Penney for a haircut for my 10 year old daughter. The app said I would pay $14. I go in today and a hispanic lady with blonde hair in a bob takes care of her. She cuts her hair AND once she is done she blow dries and styles her hair. I did not think much of it only because other salons include flat iron or hair drying along with your haircut. Once she is done she rings me up with the help of the very nice girl in the front. I notice she is charging me $24. I thought maybe she added a tip for herself? or maybe my daughters hair is thick so she had to bump up the price? I was in a very good mood so I thought to myself "whatever".She gives me my receipt and I notice she charged me for 2 services, her haircut and the blow dry and style. I asked the nice girl "I was under the impression I would be charged $14, but I am seeing I am also being charged for the styling of her hair? I suppose she had to ask if thats another service I wanted and she never asked me and I didn't asked for it". The hair dresser interferes and says that it was required because of my daughters hair and length, pretty much. The hairdresser leaves and I was not very happy. I began walking out telling my daughter it was not ok of the hairdresser to have done that and the very nice girl catches up to me and asks if I would like to speak to the manager. After thinking about it I sure did asked to speak to someone. What if she continues to make these moves to others? Adding services we dont ask for and than be forced to pay for it? what if i had walked in with only $14?! Not cool at all. However, thank you to the nice girl for approaching the situation and helping me out. She saw that I was walking away...

If I could give 0 stars, I would!!! I took my baby girl for her 1st Bday photos @ North Riverside, IL location. The photographer that took care of us (Sam) was very impatient with us. She was rude & inconsiderate to the fact that we were there with a baby despite inclement weather conditions. She did not seem to have experience with children’s photography & did not have the attitude to be there. Photographers are suppose to be kind & have a radiant personality especially when working with children. My 11 yr old even noticed how rude she was being. How can a child have a better judgement of character? All of our pictures were not satisfactory. I was not able to use a $30 credit from an expired groupon. I was told (in a very condescending way)that next time when I didn't use a groupon, I could use it. It’s so upsetting, the service allowed to be given to customers like my family. We have been customers of JCPenney for decades. It is one of our favorite stores. This was such a horrible experience and I want to make sure not another person works with Sam. I did not buy a bundle for obvious reasons. I was asked, (by the person checking us out)only after I asked for the photographers name, if I wasn’t happy with the pictures? I said “not at all” She went ahead to say “I said you can come for a redo” Believe it or not the receptionist was kinder than the photographer! I am not going back ever again! JCPenney has lost a lifetime customer. My parents were witness of the poor service that was given and will no longer be shopping there. I understand we are one family & it will not affect a multimillion $ company, but I hope I can reach more families...