J.Crew Responds to an Aficionada: Jenn_Brak

In the "J.Crew Admits {Some} Mistakes" post, Jenn_brak shared the following {exciting} news with us:
Ladies - I totally apologize for this very long post. However, I thought the message on the website this morning was surprising due to the e-mails you will see below. I sent an e-mail directly to Mickey last evening. Received a reply this morning, and then that message is on the website.

Dear Mr. Drexler,

My name is Jennifer Brak** and I am a pretty good J. Crew customer. The style and service offered at J. Crew is beyond amazing, and my last year as a frequent shopper has been profitable for your company and beneficial to my wardrobe. '

However, I am writing right now to tell you of my dismay with your recent updates, upgrades and changes. First of all, I like change. Love that you now have a zoom feature and that there is a size search within the sale section. Other than that, these alterations have been a fiasco. Your wonderful customer service reps have been left to deal with the fall-out from the mishandled upgrades and they have so much less information than usual. Just last night I called to find out when a bracelet from the Look Book would be available, they had NO information. When I called a local store today it was in stock? That is just so unfair to your phone reps. I talked to three different people who were all willing to help, just not able.

I am writing now because I recently found a blog called J Crew Aficionada and realized that others have shared my frustration and are planning on spending less than usual. A problem that probably reached critical mass within your organization about 20 days ago has now become a nightmare for your consumers. I personally saved about $500 or more by not having the sale items updates daily at 6:45AM. Hopefully, this news is as disappointing to you as it was thrilling for my husband.

My hope is that this e-mail spurs you to action on two fronts. Please do something to boost the morale of your poor phone reps. They have had a rough month of it from the public, I am sure, and need it. Second, we, the customers, want to hear from you regarding the expected dates of solutions for these problems. Erica on the phone and a message on the website is no longer enough. Please speak to your customers about when we can expect our service to return to previous levels.

Hoping to continue our mutually beneficial relationship.
Thank You,
Jennifer


His Reply came via Blackberry at 5:28 this morning:
Hi And thanks for taking the time to send your email-i am totally aware of and living with "24/7"-and totally sorry and embarrassed-we clearly did not anticipate the extent of the issues we are having-i'd like to say will be "fixed" sooner than later-doing what needs to be done now and hope you'll see some signs of imoprovement day by day-here if you need anything- Mickey

He also sent his phone number.

Jenn_brak then shared the following-up news with us:
Hi All - Just wanted to let you know I just finished a 25 minute phone conversation with one of the Customer Service Managers from Va who called me in response to my email to Mickey. One interesting fact. If you send an e-mail to contactus@jcrew.com and it is addressed to Mickey, it gets to him. They are painfully aware of all of our frustrations and share them. Also, I am pretty sure they are aware of this blog (even though she did not say so) so people are seeing your comments and concerns.

First, I am very excited for Jenn_brak! Second, I think it is great that Mickey contacted her. You always read about him contacting customers personally, but you are never sure if it is true. It is great to read that it, in fact, is true! (P.S. Mickey: you are totally welcome to guest blog here anytime. This is an open invitation.)

What do you think about Mickey's reply to Jenn_brak? What questions (or comments) would you ask Mickey if you could?