JCPenney (legally Penney OpCo LLC) is an American department store chain founded in 1902 by James Cash Penney. It operates approximately 645 locations across the United States and Puerto Rico, primarily serving middle-income households with apparel, home goods, beauty, and lifestyle products. JCPenney is owned through Catalyst Brands LLC, a retail holding structure formed in 2025 following its combination with SPARC Group and backed by major real estate and investment partners.
JCPenney Responsiveness rating
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What you need to know about JCPenney
JCPenney’s customer service provides support for purchases, returns, account management, rewards inquiries, and store-related issues, available via phone, email, online chat, and social media.
- Depending on the method of contact, volume of inquiries, and nature of the issue JCPenney’s customer service response times can vary.
- Our insider guide or executive contacts below can help you resolve a problem with JCPenney.
- JCPenney’s customer service policies are standard. Here are our frequently asked questions about JCPenney.
JCPenney customer service response times
JCPenney’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue. However, here’s a general idea of what to expect:
| Phone support Toll-free: (800) 322-1189 | Representatives are available Monday through Saturday from 7 a.m. to 11 p.m., and Sunday from 9 a.m. to 9 p.m. (all times Central). JCPenney typically responds within minutes during business hours. |
| Email support support@jcp.com | Response times typically range from 1–3 business days. |
| Live chat | JCPenney offers a live chat feature, typically available 24 hours a day, 7 days a week, though it may be unavailable during high demand or outside business hours. Access it via the lower right corner of jcpenney.com. |
| Social media | JCPenney’s customer service typically responds to social media inquiries within 24 to 48 hours. See social media channels below. |
| Help center/FAQ | JCPenney’s help center offers immediate access to common answers about orders, returns, rewards, and more. |
How to resolve a problem with JCPenney
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.JCPenney mailing address
6501 Legacy Drive
Suite B-100
Plano, TX 75024
JCPenney loyalty program
JCPenney offers the JCPenney Rewards and Credit Program, a free loyalty program launched in April 2024. Members earn CashPass points on qualifying purchases, with rewards issued as $10 CashPass Rewards upon reaching $200 in eligible spending. Members may also receive a $10 CashPass Reward for signing up and a $10 reward on their birthday, and rewards can typically be combined with other coupons.
JCPenney social media channels
JCPenney executive customer service contacts
Primary Contact
Kara Johnson
Senior Manager, Customer Care
6501 Legacy Drive
Suite B-100
Plano, TX 75024
kjohn581@jcp.com
Secondary Contact
Michelle Wlazlo
Brand CEO, JCPenney
6501 Legacy Drive
Suite B-100
Plano, TX 75024
michelle.wlazlo@jcp.com
Also try: mwlazlo@jcp.com
Chief Executive
Marc Rosen
Chief Executive Officer, Catalyst Brands
6501 Legacy Drive
Suite B-100
Plano, TX 75024
marc.rosen@jcp.com
JCPenney customer service policies
What is JCPenney's privacy policy?
JCPenney’s privacy policy explains how the company collects, uses, shares, and protects customer information when you use its stores, website, mobile app, or related services.
What are JCPenney's terms and conditions?
JCPenney’s terms and conditions govern the use of its website, mobile services, purchases, promotions, and related services.
What is JCPenney's accessibility statement?
JCPenney’s accessibility statement outlines the company’s commitment to making its website and digital services accessible to customers with disabilities.
JCPenney self-service links
How can I track my order?
Visit the website and sign in to your account or use the order tracking page with your order number and email address.
How do I update my account information?
Sign in to your account on the website to update your address, phone number, payment methods, or email preferences.
How do I cancel or modify an order?
Visit the website and check your order status in your account. Changes or cancellations may only be possible before processing begins.
How can I contact JCPenney customer service?
JCPenney customer support is available by phone at (972) 431-1000.
What is JCPenney’s customer service email address?
JCPenney’s email address is support@jcp.com.
How do I close my JCPenney account?
To close a JCPenney online shopping account, sign in at jcpenney.com, open Account Settings, and choose the option to deactivate. To close a JCPenney credit card, call Synchrony Bank, the card issuer, at (800) 542-0800. JCPenney’s main corporate line at (972) 431-1000 cannot process card closures.
How do I get a refund from JCPenney?
The quickest method to receive a refund from JCPenney is to go to the store to return the merchandise with the receipt. If paid in cash, the refund is instant, or if paid for using a credit card, debit card, or gift card, the money is credited to the method used for payment.
Where is JCPenney’s customer service chat support?
You can click on the chatbot on the right-hand corner of the JCPenney website.
How do I file a complaint with JCPenney customer service?
You can file a complaint with JCPenney customer service by calling customer service at (972) 431-1000.
How to get professional help with your JCPenney problem
If you need help with JCPenney, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
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