Contact JCPenney Customer Service

Hi there,
A few weeks ago (12/24) I bought a 32 piece cookware set for my new apartment. All of the pots and pans coatings have started to peel after a mere 1-2 uses while just simply boiling pasta and the coating pieces that come off in flakes from the pans as they peel get all through the food to the point I ingested some without knowing and have been having stomach issues since.

also think it should be said in case you arent aware the price of groceries is higher than ever and this situation caused me to lose around $20 in groceries, not including the groceries I had to use for the replacement meal I had to make.
So all in all this issue caused me a loss both in wasted time ingredients and money as well as the losing the ability to cook for myself until the issue is resolved which the timeline as stated to me was roughly 14 days via the rep I spoke to on the phone which I personally think is ludicrous.
When I spoke to customer service they told me my only option was to return the product which would take a minimum of 7 business days and then another 7 to process the return. This means Im going to be without cookware for over two+ weeks or I could accept a $7 courtesy credit which I personally found insulting. No one should be stuck with defective products just because you make them $7 cheaper.
I cant imagine this is the creative positive experiences level of service you strive to provide to your customers, I personally think either providing me a replacement set (preferably a different brand at a comparable price) as returning this seems pointless seeing that its no longer feasibly usable and most certainly not in salable condition so Im not sure why would we need to go through the hassle and wasted shipping costs and carbon emissions from frivolous shipping (which I already had to pay an extra $9 to have it shipped in the first place when from my research the weight of the product compared to shipping requirements should not call for that) when I could just throw the product out myself as I assume youll be doing just that once you receive it. And save us both the time and hassle.

Im move than willing to provide photo evidence of the damage as well as me discarding the faulty product in good faith so you dont feel like Im trying to do some thing nefarious.
I personally think either providing a replacement shipped to me or at least providing me a credit in the amount of the price I paid (bonus points if my overpriced shipping fee is included in that as well, but I wont hold my breath) for the item I purchased so I could put that towards a higher quality set and continue supporting your business would be the best appeasement strategy. Depending on the outcome of this interaction I think I may be looking outside JCPenney for my needs in the future as this situation has started making me believe JCPenney does not care about their customers or the quality of the product they provide them.
Order number: 202336****318595
Item: Moda Fina Chef's Du Jour 32-pc. Kitchen Combo Set
Email: clintonmhill@***.com
Phone: 878256****
I look forward to working with you in finding a solution to this issue.
Feel free to reach out if youd like me to provide any images of the defective products.
Best,
CLINT HILL
**edit to add: I purchased this online and dealt with customer service online.

Submitting the review required me to attach a store so I just attached one around my area. The employees in the Monroeville mall location have nothing to do with this situation and I cannot speak to any of their personal customer services skills.

I placed an online order that never shipped. JCPenney never contacted me, reached out or updated me to let me know that my order never shipped.

Instead, they continued to collect monies for me for the item -- while the item never actually left the warehouse. They marked my item as "shipped" and it was not. When I called in to see where my item was, I was told that it was "never picked up" by the carrier. When I asked, how is it that other orders have been picked up except mine, they couldn't provide an answer and continued to try to shift the blame on UPS -- even though JCPenney has the item.
I asked to speak to a supervisor, given that the remedy provided was:
1.

We will refund you
2. We will recharge you, but for the "Same Price" (Why would it be for any other price, other than what I paid?)
3. We will give you free shipping, but cannot expedite it and it will be standard shipping
When I asked, well how do I know it will be shipped this time? Why do I have to be recharged again for this to ship?

Where is my original order I placed, or, why must I pay again to have the item replaced? I paid for two items that never came and never left the warehouse.
I spoke to the supervisor, Verisha from "Escalate Advocate" department. I was then told, the prior agent refunded me incorrectly, verified me incorrectly and if I didn't provide:
- My name
- Number
- Account Order Number
- Full Address
- Email address
I couldn't be helped, even though I provided all of that to the prior person. When I advised Verisha that I didn't have the order number in front of me anymore, Verisha told me that she couldn't "help me then", even when I asked if that information was not available after providing the other FOUR pieces of information.

When I asked Verisha to cancel the order and delete my account, Verisha rudely told me "You can do both yourself, is there anything else?". I asked her again, I need my account deleted and I can't do it. She continued to be rude, telling me she couldn't "do it". When I asked her to transfer me to someone who can, or provide the department that can, she flat out told me "I don't know and I can't help you".

I asked her numerous times, "if you cannot assist me, is there someone you can refer me to who can?". Verisha continued to double down on telling me that she cannot help me and to have my account deleted, I CAN'T. Verisha told me to "close" my account, just "log out" and don't place any more orders.
Shame on JCPenney. Providing someone with a "I can't" isn't customer service, as I've worked in customer service before.

Providing someone with a "I don't know, go figure it out on your own" attitude, when you are the employee of the company and an escalation point at that, is a problem.
Providing someone with a resolution such as "I can have you pay (again) for the same price you originally paid" is not a resolution. It's a given. Why would a customer pay any more than they originally did, when the vendor (JCPenney) dropped the ball? I'm the customer who paid my hard-earned money to JCPenney, while JCPenney never held their end of the bargain and delivered what I paid for.
I'm met with a grumpy supervisor, who seems to be one call away from checking out of JCPenney, as she refused to help me, provide me with help, or transfer me to someone willing to actually do their job and help.

When I confirmed with her, "So you can't help me and you're refusing to find someone who can help me correct?" she continued to double down, stating this is a recorded call, etc. I told her I would be filing multiple complaints.
I've also filed a complaint with the BBB, as well as reviews to let others know my experience. As a long-standing customer of JCPenney, this is no way to treat a situation. You should focus on hiring those who actually want to help.

We will no longer be spending any more money towards a company who is fine taking your money, but has a problem when it comes to accountability of holding up their end of the bargain.
I asked for the item to be reshipped as expedited, for the same price, since I'm the consumer that's been inconvenienced, waiting almost two weeks as of tomorrow for an order that never left the warehouse. Instead, I was met with a "Unfortunately" after every sentence, no understanding, no actual solution beyond recharging me (again) and being told to figure something out on my own, by an employee working in the "Support" team.
Also, if JCPenney is unable to delete my account and what Verisha said is true, that there is no "way" and I just have to "log out" please point me to the documentation stating that. Because the website says otherwise and even states, that there is a department who can close a JCP Rewards account. Verisha told me if I wasn't a credit card holder of JCP, she was unable to "do anything".
Unacceptable.

Shame on you, JCPenney. Your employees are dishonest, unhelpful and unwilling to assist actual consumers who have gotten the short end of the stick.

JCPenney cancelled my order not synchrony their credit partner. Yet pennys claims it synchrony who says no no no.

The email was from JCPenney the next day after I paid with my other creditors. I guess when there are holiday specials this is the tactics not honor those specials. Now JCPenney wont honor sales tells me to reorder full price. Who do they think they can cancel orders not even using their credit cards.

Whole order process pain to begin with computer refusing change billing address. Making me change passwords over over. Customer service extremely rude blame game back and forth hours not return phone calls. Now I understand why theyve lost so many customers.

Undependable, unreliable, childish customer service unable to manage correctly. If JCPenney thinks Ill ever rely on them again nope nope nope not worth headache. Ill go where theres respect honor for customer not customer service playing games with our holiday purchases I missed due to their negligence. How many ways or times do you need to verify its you my other creditors didnt have that problem I was on phone with them to make this order yet JCPenney decides cancel orders next day after they all went through my creditors except the one thing on their credit.

Therefore Im assuming JCPenney thinks they have right choose what and how I spend with credit Ive earned from other companies. Im truly disgusted. Why isnt the one order on their credit not cancelled but all the other were?

I have excellent credit 800 plus absolutely no reason for their grinches steal holiday shopping JCPenney lost great customer for years. Please please get some educated customer services

I purchased a pair of Nunn brand shoes online because your store in New Braunfels, Tx gave me a pair of worn display shoes off the shelf. I paid you your asking price and was very unsatisfied with being called back to the store for the same worn shoes I pasted up in store two days prior to my online purchase.

Horrible customer service by JCPenny Policy to grab the display shoes.

This shows poor decision making by your staff and store policy.
Bad business practices!!! Unsatisfied Customer!