• Report: #221425

Complaint Review: JC Penney

  • Submitted: Mon, November 20, 2006
  • Updated: Tue, January 22, 2008

  • Reported By:Hudson Massachusetts
JC Penney
Soloman Pond Mall Donald Lynch Blvd Marlboro, Massachusetts U.S.A.

JC Penney fraudulent jewelry return policy, fraudulent sale information and pricing, over pricing, not enough sales associates Ripoff Berlin Marlboro Nationwide

*UPDATE Employee: Get your information right before you complain

*UPDATE Employee: No receipt on fine jewelry, no refund or exchange

*UPDATE Employee: JCP gives you up to 60 days on returns with a receipt

*UPDATE Employee: About the list you made of issues with JCP

*Author of original report: JC Penny

*Consumer Comment: Marketing 101

*Author of original report: JC Penney Fraudulent Jewelry Policy

*Consumer Comment: Wow-it's called the free market system

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1. Overpricing: I have seen many items at JC Penney that were $10-20.00 more in other stores. For example I bought a massages cushion at JCP found the same thing in another store. I brought the one I bought to JCP, they refused to refund me the full amount because the item was now on sale. Maybe it's me but I but I feel you should get back the amount you actually paid.

2. Rip-off sale items: I had been looking for a Gazelle excercise machine. They are advertised on TV for $99.00. JCP priced them at $119.00. After looking around I found the same model at Walmart for $94.00. I mentioned that to a sales clerk and the next week it was advertised at JCP for $84.00 in the sale circular, however the sale ticket on the Gazelle was still priced at $119.00.

3. Fraudulant jewelry warranties...don't buy them they are useless. I bought one for a bracelet I purchased . When it needed repair I brought back to the store and they sent it to the repair company. After several weeks of waiting for my braclet I received a check for lesser value than what I paid
for the braclet. I called JCP to see what was going on and was told an electronic company had taken over the jewelry warranty so anyone who had purchased this "warranty" was out of luck. Obviously they refused to refund the cost of the warranty!

4. I have saved the best/worst for last. My sister had bought me 2 braclets as a gift. I wanted to return them for something else. I did not have the receipt but the tags were still in the boxes which were terribly overpriced. I did not expect a refund but at least an exchange. They refused to exchange the items gave me a brochure which said no refunds/exchanges on jewelry. I checked with my sister, apparently they don't tell you this policy when you're buying just when you're returning!!!!

Hudson, Massachusetts

This report was posted on Ripoff Report on 11/20/2006 09:32 AM and is a permanent record located here: http://www.ripoffreport.com/r/JC-Penney/Marlboro-Massachusetts-01749/JC-Penney-fraudulent-jewelry-return-policy-fraudulent-sale-information-and-pricing-over-221425. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Get your information right before you complain

AUTHOR: Leigh - (U.S.A.)

1. Overpricing: We alway try to be competitive, if you find it somewhere lower and bring in the ad we will match the price. We will ALWAYS refund you the price you paid if you have your receipt. (I don't know why after 50 years we have been telling people to keep their receipts, they still don't and expect a full price refund, I don't get it!!)

2. Again we will match the price if you will bring in the ad from another store. Did you ask the cashier about the price on the item in the store? Yes, it should of been ticketed with the sale price.

3. Fraudulant jewelry warranties: Yes, sometimes this happens and we are as upset as you are, we can not always control what other companys outside our own does. Without knowing more facts I couldn't tell you what that store should of done. Not sure how long you had the item, how damaged, ETC.

4. best/worst: Even if the tags are on the items that does not mean that is what was paid for the items, you know that some items the sale price is taken off at the register. As for the refund policy: ALL refund policies are posted outside of most register areas for all customers to see. So when a customer tells me that they what to see where it is posted they always feel pretty stupid when I point down right in front of them. We Alway have Gift receipt.

Closing: Sorry for all the bad situations you had, sounds like if someone might have took a little more time to explain and maybe a little more kindness on our part this might of helped you.
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#2 UPDATE Employee

No receipt on fine jewelry, no refund or exchange

AUTHOR: Laur1984 - (U.S.A.)

Due to the high value of fine jewelry, a receipt is required and must be returned within 60 days of original purchase. This policy is stated on your JC Penney receipt when the jewelry is purchased.

The policy is the same with electronics and small appliances.

Source: 2 1/2 years in returns @ JC Penney
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#3 UPDATE Employee

JCP gives you up to 60 days on returns with a receipt

AUTHOR: Hoosier - (U.S.A.)

Anytime someone brings in an item to JCP, or most other responsible stores, you are required to bring in your receipt in order to receive the amount you paid in return. First of all we want to know that you actually bought it and it was not stolen. Then we want to make sure that the amount you are refunded is exactly the price that you paid. Routinely people try to get back more than they paid.

The new policy which went into effect in October states that the customer must have a receipt dated within the last 60 days. If there is no receipt then the customer receives a gift card for the item's lowest sale price for that period.
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#4 UPDATE Employee

About the list you made of issues with JCP

AUTHOR: Ivafiria - (U.S.A.)

I am an employee at a JCP store. Have been for quite a while now.

Businesses are in the market to make money. Anything that will draw the customers in so that the business can make that money is what the company will do. The manufacturer SUGGESTS that a company sell the item for that price, but the selling company has every right in the world to price an item at whatever they want. They could just as easily have sold it to you for five cents. Businesses are always competing to drive the customers into their stores, or to buy their products/services. It is for that reason that the price of the Gazelle dropped from $119 to $84. Regardless of your disabilities, you, or someone else, can perhaps call around, asking prices, or go online looking up items on the company's website BEFORE making the trek out to the store

Keep this in mind. The sale signs and prices have to be done manually, by someone. The signs and prices in the registers do not simply "appear" there out of nowhere. Each store is equipped with what they call a "pricing team" which usually consists of only a handful of people, 4-5 if they're lucky, to run around the ENTIRE store, marking and lowering the prices of items. Clearance merchandise is particularly troublesome. They can't put only a sign there that says everything on this table, $1.97, for obvious reasons, "Oh, I got this item off the clearance rack, you HAVE to give it to me for that price now!" they have to have a sticker on the item with the correct price on it.

Having said that, it is very difficult for them to always have the correct signs on every correct item 100% of the time. The store prices change sometimes daily. There are doorbusters that only last for a few hours and then must be taken down, there are one-day-only sales, so you can see it can be difficult to make sure that EVERY item is signed correctly. Occasionally, they might skip over one on accident, or whatever. Also, some sale items are not entered into the register's pricing system correctly sometimes. That's when the cashier must be diligent to ensure that he or she is ringing the items up the right way, until management can contact the correct people to fix that problem.

My question to you, is did the Gazelle still have the sign that said $119 only? Did it ring up that way, or did you bother to ask? If you had showed the sale paper to the cashier, or had them price scan the item for you, then the cashier would simply have adjusted the price, and that would be the end of it.

You can also come into the store *with your receipt* and say that you bought this item that is now on sale. That applies ONLY if it has been LESS than seven days, and only if the item has been reduced but is NOT clearance. Clearance merchandise does not apply. You could have asked someone else to do it too, provided it was purchased with cash or something like that. If it was on a credit card, or check they wouldn't have been able to do that. (Checks must have 10 days to ensure that they have cleared through the bank. It is against the law for someone to use a credit card if they are not an authorized user on that account.)

While I'm talking about returns, it is the store's policy that they cannot issue the full price of a sale item if you do not have a receipt. You could have paid full price for the item, but if it is $1.97 the day you want to bring it back without a receipt, then that is the only price you will get and it will only be on a gift card or JCP charge card.

**Returns are issued differently for fine jewelry items than for normal fashion (aka costume) jewelry, given the sheer price and quality of the merchandise sold in the finer jewelry sections. If your relative had bought the item, then she would also have received a packet of information stating warranties, repairs, and return policies. If she did not bother to read and keep that information, then I am sorry, but you are out of luck. There is nothing else that they could have done, in keeping with the store's policies.

Please note also, that while I do work for JCP in the store, I cannot be held responsible for the actual views, opinions, and actions of JCPenney Corp. I can only state my *personal* opinion and my personal experience.
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#5 Author of original report

JC Penny

AUTHOR: Joanne - (U.S.A.)

Dear Cory,

I am well aware of the marketing ploys that big corporations use. Unfortunately although they may be legal I don't consider them ethical.

Regarding the jewelry I was returning it was a gift from my sister which is why I didn't have the receipt. I wasn't expecting a refund just an exchange. The two saleswomen told me I couldn't even get an even exchange.

I have bought jewelry from JCP in the past and as you suggested I checked the receipt and it didn't mention the refund policy. That purchase was awhile ago so maybe they do it now.

The most interesting thing about the return policy which they stated is incorrect. The brochure they were quoting from states:

"Without a receipt: We accept refunds and exchanges without receipts. The price refunded will the lowest on sale price within the last 30 days.A refund will be issued only in the form of a JCP gift card, or a credit to your JCP account.

I would have gladly accepted the gift card and I had already assumed they would not go good for the entire amount. As far the tags go if they just scanned the bar code they would have known it was a JCP product and from there checked to see if it had been reduced and taken it from there.

Just so you will know Cory I obviously am not going to do business with JC Penney again, that goes without saying.

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#6 Consumer Comment

Marketing 101

AUTHOR: Cory - (U.S.A.)

Let me explain something to you. A company knows how they're gonna sell something. It's gonna go something like this; 10% at full retail, 20% at 20% OFF, 20% at 30% OFF and the rest at 50% OFf or more. They've already gotten their money back buy selling the first 30%. Anything else is pure profit. Some companies jack up the retail of a given by product by 20% and then "give" you 20% off.

An educated buyer is aware of all this. As for the TV ads, many of those will add on large shipping charges. That's assuming you get you order at all. Remember, JCP has to pay a salesperson to stand there and ring up your order and pay the rent and pay the mall's cut and pay the light bill and everything else. Beside the commercial, the TV guy is usually a dropshipper. The refund policy is printed on the receipt at purchase. Tags in the box mean nothing. The people who shoplift, have the tags "in the box". I know you're not a shoplifter, but they make things difficult for all of us. I'm not a fan of JCP but that's the way it is. If you don't like their policies and proceduries, shop elsewhere.
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#7 Author of original report

JC Penney Fraudulent Jewelry Policy

AUTHOR: Joanne - (U.S.A.)

Dear John,

I have read your rebuttal and I think you missed my point.

1.As for "shopping" around I am disabled and I go to which ever store the person who is willing to take me shopping is going to.

2.The MSRP for the Gazelle is $99.00. Other department stores sell it for that price. JC Penney is selling it for $119.00 even when it is advertising it as a "sale item".

3.The biggest issue is the return policy for jewelry is the return policy or lack thereof. The worthless "warranty" policy which they charge for $20.00.

4.I have no intention of having an internet debate with you. You seem likeyou enjoy shopping at JC Penney, please continue to do so. Please don't waste my time with rebuttals that are not addressing the real issue of the complaint.
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#8 Consumer Comment

Wow-it's called the free market system

AUTHOR: John - (U.S.A.)

If you feel those prices are too high, then don't purchase from them. You said you did some shopping-after the fact-and found it cheaper. Should have done the shopping before hand.

Why do you only have an issue with Penney's price on the exercise machine but not the TV ad's price and then not Walmart's price when Penney came done lower than them.

This is why it's called "shopping". If the consumer fails to research, it is not anyone else's problem. Prices are set to what the market will bear. Apparently people are paying that price or Penney's would have lowered it initially.
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