If I could give the team at JC Penney West Covina 25 Stars I would. You all are a blessing to me. My wallet was misplaced at your store and your team members had it safe and ready for me to pick up the next morning. My wallet was intact with everything just as I left it. I am so grateful for the integrity and kindness of your team. Thank you to store manager Angela for facilitating the owner-wallet reunification. ;) read more

This morning I went to go pick up an online order that I had ordered a couple of weeks ago in the store. I went to the online pick up area on the second floor . I got in the store when they opened promptly at 10:am . I went to the second floor and there was a lady at the cashier . She didn't say hi or anything, so I said I'm here to pick up an online order, she said "your going to have to wait I'm not open yet" I said ok , so I sat down waited and she then said ok I'm ready , I said do you need my phone number? She said wait I'm not ready , I was like ok.... so then she asked for number and ID card . I gave it to her, she then got a call and proceeded to talk on the phone and argue with a customer about a return , she then told the customer to hold on. Then she was helping me out. I get my box and I ask her if she has a bag I can put my 6 hairsprays in . She didn't bag my stuff I had to which I don't mind , then I asked her for a reciept and she said that I have to sign for it , I told her ok, that I have never ordered anything from jcp before so I didn't know what to do , she looked at me like I was stupid , so I signed and got reciept and told her thank you and asked her for her name. She said her name was Sonia. I felt that was not true in my gut so I went downstairs really not looking for the manager and the manager was standing by the escalator and I explained to her what happened and then asked the manager what the ladies name was that was working at the online area and it was GAZLA!! Omg my gut was right! If she had great customer service she would have said her right name! I'm just sayin! By the way, the manager Angela was awesome! read more

Jc penny's always have great staff and deals. They staff is always friendly and helpful.

I went to "find" and buy shoes for my son for school and for his PE class....... complete and total disaster. I was so angry and so disgusted. It legit took us over an hour to find a matching pair of shoes. There were boxes thrown all over the floor, empty racks, empty boxes, shoes mis matched, completely out of shoes, no samples, no stock and we even found an old converse (just 1) in a box of nikes. I went to seek help and the sales associate said "we are only focusing on purchasing woman's boots. We might get a shipment of shoes this week but I don't know what will come in." I expressed my disappointment in the kids shoe section and she shrugged and walked away. I finally found a pair of decent nikes for PE and they were on sale. I took them up to get rang up and instead of the sale price of $47 they tried to charge me $89 I was like excuse me wtf!? These are on sale! Well the boys shoes were in a woman's shoe box. Really? Get organized dude. No wonder your stores are closing down Ugh! Needless to say, no school shoes were purchased because they had nothing and everything was a mess!!! read more

See all

The customer service behind the jewelry counter by the escalators today. 12/22/16. 9.00 pm. Instead of helping customers they're over here chit-chatting helping their friends out on break from the store. Will never shop at JCPenney's at West Covina Mall ever again. read more

Best palce to shop!.. talk about some major coupons and deals! Prices are great and customer service is Excellent! they also have new merchandise for the younger crowd like MNG and shoes by Aldo at prices you cnt beat. read more

I like this JCPenny the best! Staff is friendly and helpful and the deals here are awesome! Great shoes have all the good brands and much cheaper than going to Foot Locker. I always find something good here jeans,clothes,shirts ect. read more

Overall experience has been positive. Only complaint is the line gets long and it seems there is not enough cashier, so be prepared to wait. Bought a watch here recently and the staff is friendly and very helpful. Would definitely come back and shop here. Just needs more cashier :) read more

Wasn't really happy with the customer service. The staff is slow and not very helpful.

Where do I begin I've been trying to purchase some appliances(refrigerator, washer and dryer) here for about a week now and I was dealing with Rebecca after hours of trying to find the best deal she gave me an estimate and I was fine with the deal but I asked her to make sure the warranty and everything is included and she said no problem a week later I come back and she tells me that warranty is not included on any of the appliances and taxes aren't included either !! Like really how can you built customers with such dishonest service . Seriously I would rather go pay more elsewhere with honest people then buy here with someone that can lie to your face like that. It sucks because I'm in the customer service industry and I know that treating a customer this way is definitely not the right way. I kept my word on coming back to her but now I'm leaving with nothing on hand and feel completely lied to and after talking to her and her telling me that she hasn't made a sell now I know why smh . I will take my business elsewhere and will not recommend anyone to come here . read more

The salon is an absolute joke. The hairstylist by the name of Nora was very inexperience. She spent over 2 hours cutting my hair. She had to ask for another stylist to help because she did not know how to cut layers. After she was done, she went to blow dry and style my hair, all she did was make it frizzy. It was a horrible experience. I will probably never be getting my haircut there again. read more

SALON: They have a promotion for free haircut for kids between K-6th grade. Took my friend's kids and my own son to the salon. Definitely need to have an appointment. They are fully booked. But it is not worth it. These hairdressers are over worked. I overheard one of the hairdresser telling another hairdresser that he has not eaten lunch nor taken his break yet. And that was 3:45 pm. Because these employees are overworked, the efficiency of their work shows how bad the haircut was. We regret taking the kids there. You are only given 15 minutes with the hairdresser. So employees has to work on your kid's hair really fast. Imagine the quality of their work. Think about it..... still have to give tips to these hard working hairdresser and gas to drive to their store. Is it worth it? read more

deals, Deals, DEALS. they have nice quality stuff here and its so cheap! totally worth comming here. associates are nice, and the management is even nicer. plus the sephora inside is a real plus. Way better here then i had expected. read more

Was just there few days ago. Wanted to buy some drapes. I needed some help so I went to the cashier. She said she was helping the other customer and will help me right after. 15 mins went by she was still talking to the two young customer. Then 30 mins went by I approached her again and she said she is by herself and will be with me shortly so I waited again , browsing. Those two girls must have been her friends. They were chatting, giggling and it seems the two were sitting comfortably. Another guy who works there joined them and started chatting too. These people are in their twenties. It seems like they couldn't care less about their job as long as they are being paid. I tried to look for other staff but couldn't find any so I left. I used to like this store but the service is getting worse. Very sad. read more

HORRIBLE customer service in the Sephora inside .. Literally Walked around the store 3 times was not greeted asked if I needed help All the girls were just in the corners standing doing nothing, keep in mind one of the employees clearly was looking at me yet didn't offer to help me once I walked out she finally came out .. Terrible service read more

I love JCP so they get 3 stars automatically. BUT, this location does not have enough registers. The ones they do have are located at far ends of the store, not convenient for those that want to get in and out. I agree with having someone separate from other cashiers to sign people up for credit cards....long wait while someone's applying. read more

Portrait studio is excellent, sephora is awful (products are open and filthy, customer service sucks) jewelry department a mess- stand in line, you're next, and guess what? You're no longer next and back in line because the associate forgot about you. 3 stars because of the portrait studio, overall awful place and I would give 0 for the other departments. read more

I am using a fake name for privacy and protection purposes. This is a true story that had happened to me today.(2/6/19) I had an interview for the jewelry department on Monday. I spoke with HR and it went well. The HR lady told me to come back on Wednesday @ 1:00PM, to speak to the General Manager. Every time I have an interview I always arrive 30-15 min early. I dislike being late. Soooo I arrived at 12:40 and waited and waited. At 1:09 the HR lady arrived to work and saw me. She gave this nasty looking face and said "oh you're here" .. I shrugged it off and said maybe I didn't see what I see. Then I heard her call out the General managers name on the speaker a few minutes afterwards. When he came it was already 1:21 already. He told me I'll be back I'm going to blah blah blah and come "get you" .. it was 1:30 and no sign of the HR lady or the general manager. They are very unprofessional. If they say to be here at 1, they should be there at that time as well. We all have things to do. They missed a great opportunity. read more

Sooooooooo rude! Was just in here shopping inside at their Sephora, which was poorly stocked. The rest of the mall closes at 9pm while the jcpenny closes at 10. When we tried to leave at 9:02 the gate was locked that led to the rest of the mall. Since their wasn't an employee waiting by the door to let us out, we asked the nearest associate who rudely replied that they couldn't let us out because the rest of the mall was already closed. This didn't make sense to me because obviously the stores that are closed would have their gates closed and we could just walk to our car safely inside. Instead, we had to walk through the parking lot in the dark, that's really safe! Sometimes it's not about what you say, but how you say it. This inconvenient situation could have been smoothed over with kindness and a smile, but no such luck. This is the reason why I shop at Nordstrom and not these this piece of crap department store. Two words...customer service. read more

I Black Friday shop every year.. This year I went into the JC Penny at the West Covina mall.. and as usual they had great deals we shopped for two hours in the store and got everything we needed and wanted.. time to get in line.. waited an hour and a half .. normal for being Black Friday you have to have patience.. finally yay get to the register, they ring us up and our gift card and ATM card is declining.. the cashiers have no idea what's going on and every cashier is now having the same problem so they finally get a manger and she calmly says o sorry our machines are down absolutely no cards!! And she was like can't do anything for you.. I was upset we waited so long the sale ends in 1 hour and at that, I had to tell the manager to go let the people in line the know what's going on because they have been in line just as long I'm sure they will be upset.. really I had to tell her to do that.. so she then says come back I'll hold your items and honor those prices, so I said awesome thank you.. came back 3 hours later the system was back up, went to the register to get my items .. they hand them to me and tell me to wait in the 2 hour line.. Really!!! All that hassle I went through at your store and you couldn't accommodate me in any way!! I will not be going back to that JC Penny.. we left the items and walked out .. it was exhausting trying to shop and pay at JC Penny.. ridiculous!! read more

If I could I would rate this JCPenney 0 stars. NEVER purchase any appliances from this store ever. I bought a washer and dryer from here & within the first week that I had the dryer, my dryer was leaking gas internally. It was then deemed unsafe and a hazard by the gas company!!! Not only will JCPenney not return my damaged dryer but they are giving me the run around to go through the manufacture. COMPLETE SCAM!!! This is a remainder as to why you shouldn't purchase from JCPENNEY. A month later and still no resolution, the store manager is ignoring my calls and voicemails. After speaking to the manufacture they want to order a part that's backordered until 1/25 ( TWO MONTHS AFTER I ORIGINALLY PURCHASED THE DRYER ). Completely horrible service, absurd. read more

Spent over an hour selecting items online, placed the order on Dec. 27, 2017 and the site said items arrive to my home in 4-7 business days. Received an email from JCP on Jan. 4, 2018 stating items shipped with a UPS tracking number. Couldn't ever use the tracking number.... Called in on Jan. 5 to find out where my package was and the automated system said "items shipped." The customer service representative could not find my package so she put me on hold for another 20 minutes waiting for a supervisor.... A woman named Ashley finally came on the line. She did not identify herself as a supervisor, and asked me for my order number. How irritating to wait on hold for 20 minutes and have to start all over. I told her I just went through this with another representative, which is why I was holding so long for a supervisor. Ashley yelled that she is a supervisor!! After I advised her that she could have decreased frustration by identifying herself as a supervisor, she said my items were never shipped and are sitting in a warehouse. I told her I received an email stating the items shipped already. Ashley said that email "just means a label was created and the only thing I could do is give a refund and reorder the items." Naturally, the refund will take 4-5 business days!! HORRIBLE ONLINE CUSTOMER SERVICE and the in-store service is worse!! read more

Thank you, Maria, cashier in the women's wear department, for great customer service and recommendations of which coupons to use for our purchases and helping with our delivery order. read more

Worst Customer service ever!!! called the customer service number and they refused to let me speak with a supervisor, when I finally talked with a supervisor she was very condescending!! Really wish I hadn't got a credit card with them!! cant wait to get rid of it customer wish I could give 0 stars!!! read more

The "new" system they are using (the handheld card swipers) charged me twice unbeknownst to me, when I asked the clerk she stated it didn't go through and I wouldn't be charged twice..... Of course I was charged twice, when disputing it the supervisor said their in house records show I was only charged once, however my bank statement shows the amount was deducted twice. The fight for my due credit Is still ongoing.... Shopper beware ...shop with cash or don't shop..... I'm choosing not to shop.....customer service rating is 1 read more

I called into the West Covina, CA store to check on a order and the lady that answered the phone told me to come to the store because they were very, very busy! I told her NO and to put someone else on the phone and then I was helped. This store has very little help on the floor I went to purchase a man's suite and there was not one sales person to help, several customers roaming aimlessly around trying to figure it out and finally leaving out of frustration. I ended up leaving and going to Kohl's! JC Penney's needs to hire more floor help and have more registers open especially during the busy times! Customer service is really poor! read more

I have been a customer of JC Penneys West Covina for a lot of years, many times it was my only reason to shop at the mall. I have also had a store credit card for Penneys so I always get 10.00 gift certificates in mail. My last trip with my 10.00 gift was the worst. There were no salespeople on the floor, wandered around for 30 minutes trying to spend my 10.00. There was no one to ask a question too! I have never worked so hard to spend 10.00. The store has removed probably half of the registers and the dressing rooms have always been in need of paint and tidying and then there seemed to be a lot of people who stocked merchandise, they were no help at all. They never even made eye contact or greeted the customers,seemed odd they needed so many people stocking merchandise because it seems because the store certainly can't sell that much. Then when I took a survey and a representative from the store called me to respond to my "shopping experience" , she left a message and I returned her call , it only took my fourth call to her before we connected!! (I had left 3 messages) ! I definitely felt like she could have cared less about my comments. Will not be shopping there at all ever! Times are tough in the business world but Penney should know CUSTOMER SERVICE is no.1. read more

I saw a recliner online and decided that i wanted to purchase it but the website would not allow me to do so...the chair was on sale for $500. I tried all day thinking that maybe the website was having some sort of trouble to no avail. That evening i go into the store and the saleswoman tells me that the chair is 600 and i explain to her that the website says something different. We both go to the computer in store for her to see that it was there and she said they had to honor that price. She tries to order it but the site is not letting her. Since its close to closing time she took my name and number and told me she would contact me the next day. I waited all day and she never called so after i got off work i called them with no return call. I went home and checked the website and the chair was no longer 500 but 900 now. The store never contacted me, i missed out on the sale because of their own doing. I will never shop there again...you may say thats a little bit extreme, but my thought is that there are too many other retailers to take that type of treatment. read more

call jcpenney on 04/11 i want to buy a mens new balance shoes they have for $64 and i want to buy it in store because the convenience of my home town store rather than buying "amazon" that way we generate business to our comunity. that is my point of view" but unfortunately customer service here at jcpenney west covina mall its suck. 15 minutes trying to get connected try all the extensions and not one pick up the phone last try was online department and the lady with indian accent toldme this is only online orders we help and i said i understand but i just need to be connected to a supervisor that can assist me with a question i have, so finally i got connected with klisa a women's shoes and she said i can help you but it will take a while since is not my department so she took her time..... of course willing to help" so by the time she answer i were able to warm my soup at my stove 12 minutes, feed my dog, and pack my food for work. and finally after other 10 minutes she answer and told me i have a white pair what color you need when i already have told her i need a black pair 12 and she said let me check again, so by the time is already 30 minutes on hold and finally answered we don't have it. so i was calm and ask how about jc penney in montebello she rapidly answer not in stock that i think that she even not bother to check for me. i wonder why people specially younger generation "orderrrr on amazoooon" and jcpenney is at risk on crossing a lot of their stores and i wonder why that is happening. answer is you place an order online at amazon paid there and shipping free most of the time for items over $49 and addition the price is amazing and you don't have to waist your time whit people that they don't want to help and only waisting company money. because at the time of pay they check for every single cents to be paid. i am sorry jcpenney you should trained better your associates to be helpful with people and give an understanding customer service to keep it up. another department that i hate to buy is home that ladies there have bad aptitude like if you have to beg then to help you find an expensive sets of curtains. that in reality prices are hight expensive than anyone else. really frustrated customer. i ending ordering my husband pair of shoes in amazon and will arrive tomorrow. that order in jcpenney , and get it free store pickup and some time they cancel your order for not reason. read more