ComplaintsforJCPenny Portraits

• Initial Complaint

  09/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I have scheduled two appointments for my newborn to have his photos taken. I have been calling the store non stop since the first booking. I have also left messages with my info to be contacted back to ask questions I never received a call back so I had to cancel the appointments I then rescheduled and again attempted to contact them. In one day I called 37x starting from 11am I again left a message never received a call back. Your website doesn’t list specifics about the props that will be available, are swaddles available if we want a picture with mom and dad only holding babies feet is that possible. I rebooked another session and still have YET to hear back. Now since it is now less than 24 hrs I can’t cancel otherwise I will be charged a late cancel fee in which your business is refusing to answer the phone and refusing to return phone calls to answer customers questions

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We had appt for photos at jcp portraits in modesto ca day before Easter! Sat march 30th appt was 230 and we didn't get seen until at least 4-430pm They said were running late due to an employee not showing up when other employee was off… And employee was returning call so she was down someone. As soon as other employee showed up the other employee went to lunch instead of trying catch up! I understand emergencies happen but making customers wait almost 2 hrs isn't good service! Honestly had we not had new dresses on for 3 kids Easter I would left!!! Like other customers did!!! No phone call in-advance! And taking lunch instead getting caught up! I left review when got email from jcp! To have mgmt call me She did and said ill send u $50 Coupon for next visit by end of day never happened called left message no reply yet At this point I want corp do full refund for wait and how many pics taken! Pics were limited due to time im assuming if u see other seasons u Will see more poses taken on past times So would like full refund of total spent $130 and have next session free for The wait and portraits not being taken correctly… I suggest next time getting a call ahead that times need be pushed due to workers being later etc

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company took pictures of my family and the shots were horrible but they refused to work with me to get anything resolved. They wanted to tell me about their policy but I informed the photographer when she showed me the pictures that I did not like them.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  JCPenney In-Store never refund my cancelled order I'm in a bit of a situation and could use some advice on how to proceed. I've never pickup an item at a JCPenney store and was cancelled, they promised will send a refund via check. It's now been over 7 business days without any sign of the refund. To complicate matters, I originally paid for the item using PayPal, and when I opened a dispute with them, it was denied. I'm considering reaching out to Chase (my bank) for help, but they've indicated they need proof of the issue. The only evidence I have is a paper provided by the store manager at the time of the return. I've tried resolving this through JCPenney's online customer service, but they've informed me they can't assist with issues related to in-store pickups. Additionally, attempts to contact the store directly have been fruitless; it seems impossible to get anyone on the phone despite multiple attempts.Has anyone here faced a similar situation, or does anyone have any suggestions on how to proceed, especially with the added complications of dealing with PayPal and Chase? Any advice on how to effectively communicate this issue to my bank or any alternative steps I could take would be greatly appreciated.Thank you in advance for your help and suggestions.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Jcpenny portraits stated that we had to pay to get our pictures shipped due to covid but still don't understand stand why becuase we have to go in store to take photos. They are still using that excuse and it doesn't make sense I lean in thay case they should just close if it's due to covid because you in there for an hour or more taking photos and choosing them after but we can't come in to pick them up in store like we have. I spent like close to $50.00 on just shopping cost amd they don't even ship them in the best conditions i have had photos dropped off at my door in the rain. I still plan on try to go there for when my son is born but I honestly meed to find a better place I havnt becuase im use to coming here I been taking photos woth JcPenny portraits since 2011 and it has real down graded. I have had memberships and still have to pay shipping. I really would like ot to be how it was where you don't pay for shipping and can pick up in store. Just feels like a waist. Would be nice if they don't charge this and more and refund my shipping fees. I take pictures of my kids 4 to 5 times a years. With my newborn coming ill have milestones and birthdays for him so more fees on top of a membership that barley offers stuff for the 2 years its active.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Scheduled an outdoor photo session with JCPenney for 6/4/22 and advised that I have a Groupon to be used. Went to the session for my 1 year old son and was advised by the photographer that no money is collected in person and that the Groupon can be entered when the studio emails me the proofs. I received the proofs on 6/8 and on 6/9 tried to purchase the ultimate photo package and also apply my Groupon. The website advised that the Groupon was not valid, but it expires on October 2022. I called Lifetouch and spoke with Champaign. She was very confused so I asked to be escalated to her manager. Her manager Dontate advised that he was not familiar without door promotions so he was not sure if the Groupon can be applied. I feel as if this was a rip off because the Groupon once viewed can not be exchanged and JCPenny offered no resolution. In addition to my Groupon not being accepted on the website, I had several other coupons that were rejected too ($50 gift, $15 off, 50% OFF additional photo purchase and etc...). I explained to Dontae that I followed the Groupon as advertised and should not pay $179 for the package in its entirety when I have an used Groupon. Escalating to the BBB to offer assistance.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made an appointment for holiday pictures and called to confirm on the same day. No one called me back til 15 minutes before closing the day before my schedule pictures and it was just to tell me they cancelled my appointment and to call back to reschedule. Upon calling back I was told, they’re not jcpenny, they’re lifetime portrait studio operting in Jcpenny, and that jcpenny changed their store hours, so the website to select the picture times was not updated. First that doesn’t make sense because it was jcpenny a website. Second, the woman was rude and unaccommodating on the phone when rescheduling. I arrived at the new time. It was 100% overcapacity and unsafe for COVID conditions. Moreover, I ended up waiting until my requested appointment time anyway which was nearly an hour after my schedule time when I was seen for the pictures. Then, I wasn’t able to review and confirm until the exact time I selected originally because they were behind. The woman taking pictures was yelling and slapping the floor in front of my infant child who was obviously scared and crying. Finally, at check out I requested the military discount and was told I can’t use it (despite showing the coupon and ID) & the Black Friday special was the only thing I could apply. At checkout they rushed me and never gave me an itemized receipt for what I paid for each item purchased. My pictures arrived folded and the envelope was folded and creases and so were the pictures. I called to report it on 12/27/22 at 5:43pmand got a case #**************. The rep who gave me this barely spoke English and didn’t understand how to do his job due to poor training, so he didn’t let me finish with the complaints I had and told me just to tell them to a supervisor who would cal me back. No one called me back. I called again on 1/29/22 to follow up and still no one has called me back.

• Initial Complaint

  01/29/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We sent to JCPenny Portraits on December 14. The pictures didn't turn out great but we bought the digital copy because this was for a Christmas gift. We were not told at the time that they had a system outage. We were told we would have the digital within 48 hours. I received an email confirming this time-frame. We didn't receive the digital copy till 12/20. At the time is was to late to get the canvas picture for Christmas. I filed a complaint on 12/17. After a few weeks they agreed to refund my order. The pictures were no longer good to us. Now we are being told that they could credit my debit card back and they will mail a check. Nobody has asked what my address is or what they have is correct. I shouldn't have to wait an additional 8 weeks for a check to maybe be mailed. They should refund my order ASAP. I've attached the email where they agreed to refund. I've asked to escalated the issue higher and told there is no higher explanation.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩