JCPenney — Local services in Sugar Land

Awful experience for myself and my 2020 grad today at JC Penny. Today my son and I went to return/exchange bedding purchased as graduation gifts shared from family in a different state. I thought the exchange would be simple....someone bought my kid the standard extra long twin, I just need to exchange for a full size since he will actually be in an apartment instead of the dorms. Exact same brand, exact same comforter.....simple right? Wrong!! The kid helping me in the Home/bedding section was really doing everything in his power to help me. But The moment he called a supervisor over for assistance in how to code the exchange in the system things went terribly wrong. I was utterly dismayed at the lack of empathy this woman who is supposed to be a leader of people in a customer service capacity showed for us. Admittedly I was there Without a receipt attempting to exchange a XL twin comforter for a full. Simple, in my mind I’d pay the difference between fully s XL twin and I’d be on my way. Well that’s not exactly how it worked. The supervisor quoted the JC Penny policy to only exchange for the lowest price sold i. The last 45 days. So this means what should have been simple exchange was going to cost me nearly the full price of the gift. Regardless of my attempts to explain “ma’am it was a graduation gift,” her only response was I should have a gift receipt. Yes I’m sure what family was thinking of when they purchased everything in XL twin. (Sarcasm) in all my years of working with customers I have never seen a manager arrive with such lack of empathy for the customer. My son was clearly upset and didn’t understand why I was having to pay again for what was already paid for as a gift. As if 2020 seniors haven’t suffered enough, thanks JC Penny for making it even more difficult to manage this Covid pandemic as a new incoming freshman. I for one am so disappointed I have spent so much money over the years supporting a company that treats customers this way. Again my issue remains unresolved. So now I’m left to jump they hoops and backtrack with family members to try and find a receipt so my son can get his comforter without us having to basically repay for the gift they purchased in good faith. Damn JC Penny I expect so much more! Please train your supervisors to make exceptions where necessary. What’s the purpose of an override if ur not going to use it to make it easier for customers to do...

On Saturday, May 18, 2024 I went into this JCPenney to return a dress I purchased online one month prior. Prior to arriving at the store, I processed my return online, and was informed that I could either return it in store for free, or pay $8 shipping to return my item back to JCPenney. I decided to go into a local store as I was in the area. After a few minutes wait I was called up to the register. I provided the staff member with the return slip (as instructed by the return email I received) the dress, and the original item tag. I was told that it is JCPenney’s policy that they do not accept returns on dresses that do not have the tag attached to the dress as it had been when received by me in the mail. I was shocked.

I have never heard of such a policy in my 25+ years of shopping with JCPenney. I asked to see the policy, and the staff member would not provide the policy to me. Instead, she brought the manager over. When I asked the manager to see this policy, the response I received was in a mumbled voice with her head down that “There is a long line right now”. I never received the policy both the staff member and the manager stated was active.

I worked in retail for 5 years. I understand that processing returns with a long line of purchasing customers can be taxing but, it is a retail workers job to review the return and all documentation properly.

Again, I have never heard of this policy that they claim is active. When I researched this policy on JCPenney’s website, I could not find such a policy. Please note that the dress I attempted to return was not a Special Occasion dress therefore, the policy regarding returning such a dress with the green return tag does not apply.

Extremely disappointed in the way that I was treated yesterday afternoon. This return is well within JCPenney’s return window, and I had all documentation to prove that I was the original purchaser of this item, and that my reason for the return was valid.

JCPenney’s Returns Made Easy motto is unfortunately not uniform throughout the country.

UPDATE (06/24/24): I sent my return back to JCPenney in advance of the 60-day return window. As of today, JCPenney has accepted my return minus their $8 shipping fee with no issues. Very upsetting that my return had to...

Absolutely INCOMPETENT Store & Staff

On a Saturday I went to try out mattresses at this location. There was no one anywhere close to me on the sales floor. No one to answer any questions. Every employee was tied up at a cash register. I found a mattress on sale I liked listed for $699.

I tried calling a few times a few days later. I talked with the operator and left a message for the "Mattress Sales Associate". In reality this associate is being stretched in multiple departments. I left my name and number and wasn't called back even a few hours later. I had to try calling several more times before I finally connected with someone.

When I finally did connect with an associate, the mattress was now $1500+ just 3-4 days later! Imagine that.. They even claimed in their system at no point was it ever listed at $699. I offered to text/email the picture so they could see it. They said it wasn't possible.

After I said I wasn't interested they said if I came into the store MAYBE we could work something out. I said obviously that I wanted to know the REAL price before I wasted any more time with these people.

Long story short I will be buying my mattress elsewhere. Never...