Tuesday, July 1, 2008

Sale: The best ever... Really?

Okay, I know J.Crew's IT people are super busy today with the whole "super slow, messed up website" situation. However, someone there really needs to remove this image from their sale section. I cannot help but either laugh or be ├╝ber-annoyed by its message. ;)

First, the wait is not over. It should really read "the wait has just begun..." as it is still slow to navigate around the section. (Although, I will say that the website is running much faster today than the past few days!) Second, the sale is not better than ever. This sale is one of the worst I have seen, because they keep displaying items we can't even purchase (either because the items are sold out or they are in fact regular-priced items). When a customer does want to purchase something, the checkout is very difficult. :(

All I am saying, is that maybe J.Crew should reconsider the message and put up another one. Something similar to the main page, where they were honest about the current situation. My vote is for it to say, "Whoops! Things are a bit slow, my bad!" :)

What do you think about the sale message? What would you rather see in its place?

52 comments:

  1. The message should say "Our bad, we screwed up our website and made it a lot more difficult to navigate for no reason, so we're switching it back!"

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  2. "Final Sale: Disappointing J.Crew Customers Since At Least 2006"

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  3. Anonymous & Silver_Lining: I laughed out loud at both your messages! Well done! ;)

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  4. How about "THE FINALLY SALE" as in...I FINALLY found the item I was looking for after 50 clicks, then I FINALLY got to the product page, then I FINALLY added it to my bag (after 5 clicks), then I FINALLY "proceeded to checkout" and paid. Next day...I FINALLY got through to a CS rep to check on my order, then after several days I FINALLY got my tracking #, then a week and a half later I FINALLY received my package, and opened it up to a plastic bag with a little white sticker that says "Final Sale Items Cannot Be Returned"...that's RIGHT...after ALL we have put you through you STILL cannot bring this back!

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  5. I have sent JCrew 3 emails today. I keep getting this automated message back within minutes stating they are super busy and offering free shipping. This just makes me madder:( Why would I want to buy more stuff when I can't even get the stuff I ordered last week???? I am so upset. My friend want to go shopping this weekend and I told her I am not stepping foot in the JCrew. It is leaving such a bad taste in my mouth right now.....I can't believe a company could mess up this bad and treat it's customers my cancelling items in orders, etc. without letting them know.

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  6. silver_lining: I love it!


    Or how about:


    "Final sale: because our launch just didn't go badly enough."

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  7. FFM: Well put. I have officially, FINALLY had it with JCrew after a 6 1/2 year love affair. I am wearing the cutest outfit from BR today that my hubby gave me. The quality is fantastic and I have been cool and comfortable in it all day:)

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  8. FabulousFloridaMommy: I laughed at yours too! Too, too funny! (And sadly, too true!) Loved, the last line about "all we put you through you STILL cannot bring this back". ;)

    Anonymous at 4:29 PM: I would be upset too, if I got the same automated response from them. I have to admit, I am also surprised at how long it is taking J.Crew to resolve these website issues.

    Michelle: That is great too! "Didn't go badly enough" Well said! :)

    Anonymous at 4:31PM: Nice husband! You are quite lucky to have one who gives you nice presents! :)

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  9. "Final sale: because your expectations have now been sufficiently lowered."


    Sorry, I don't mean to J.Crew-bash; I'm just venting some frustration ;)

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  10. Michelle: Laughed out loud for several seconds with your "Final sale: because your expectations have now been sufficiently lowered."... {tear} Well done!

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  11. Alexis: they really ARE still going through with the whole "everything is Final" deal...the girl I talked with today who said my package is still in the warehouse and NOT actually on the truck (like I was told this morning), was quite adament about the fact that the Via Vittoria Jacket I was inquiring about is Final Sale, so I should really make sure it is going to fit me before I order it, as I cannot bring it back...SAY WHAT???? You can't even have someone in your warehouse throw my package (that has been sitting there for TWO DAYS and already PAID...yes, that's right...I said PAID FOR) on a truck, and you are telling me that I better be 100% SURE of my purchase...give me a big, big, big...yes, even bigger BREAK!

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  12. FFM: Yes, I guess Final Sale means Final Sale. I have a feeling they are going to really enforce it this time...can you imagine the business they are loosing and then having to return or exchange final sale items...I wonder how long the customer service reps will last. Wouldn't it make you want to quit your job at JCrew?

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  13. FabulousFloridaMommy: I know! I was surprised they kept "Final sale" up there too, considering they were trying to keep customers from leaving with the FREESHIP offer. I think it is hysterical that you asked them to just throw your package (that you paid for and is just sitting there) on the next delivery truck! :) Although, really why couldn't they just do that? I am sure your package is just taking up space in their warehouse.

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  14. Anonymous at 4:44 PM: I really hope they don't super-enforce "Final Sale" items. I also agree with you about the customer reps, and wondering how long they will last. I mean, after a couple of days of this, they can't be happy. :)

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  15. Tired Memphian: I can't believe the site is down again (I haven't checked yet- to be honest I have been avoiding the site altogether). I would hate to work in their IT department today.

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  16. Hi everyone, I just have a question, sorry if it's been covered here, I thought I read mention in this blog that final sale items can or have been accepted as returns in-store? Is that what you all are talking about, that it wasn't always enforced?

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  17. I really wish I knew and could compare how much merchandise J.Crew sold and what the profit was in a regular sale vs. a final sale. It isn't like the prices are significantly better on items during final sale to make people say "Oh, I have to have ___ for that great price!". For example, all the items I got before final sale are still the same prices now as they were before.

    So what is the rationale behind the final sale? Obviously it must move merchandise or be somewhat profitable otherwise they wouldn't do it. I just can't envision how that is true since I know there are more shoppers out there who are like me and avoid final sale like the plague! :)

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  18. Hi Cheri- Sometimes we get defected items that are "final sale" (like a button missing, or there is a hole). Those definitely can be returned no matter what the status (final sale or not) because they should have never been sold.

    But sometimes, some of us receive items that don't fit like they are suppose to (or a color isn't the color it was suppose to be). For example, I am always a size 9 in shoe. I order a size 9 shoe, but it clearly is too big for a size 9 foot. In that scenario, J.Crew will make an exception to accept a final sale item return.

    I hope this helps. :)

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  19. I just tried to get on site and got the "be right back" message. ... so much for that great sale. :-)

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  20. La Belle Helene: With the website down again, Can you imagine how much money this is costing them?!?

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  21. it's a southern thing - I would love to know that, too. I don't know of a single other store that ever has a sale with this policy. As I've mentioned before, I rarely shop the final sale, unless it's to get a better deal on something I've previously bought, and want more of (like t-shirts).

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  22. UPDATE: Website is back up. :)

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  23. Oh, I just read silver lining's hilarious ""Final Sale: Disappointing J.Crew Customers Since At Least 2006" which brings up a good point: Is that when these things started? I can't remember J.Crew always having final sales, but then, I go through phases of shopping there, so maybe my memory is wrong.

    Either way, it was a terrible, terrible idea to institute.

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  24. wow...site down again...their web update is soooo bad. i have done website testing myself in the past, and this is just soooo bad! i mean some bugs are to be expected but this is ridiculous...they never should have gone live with the new site until these major kinks were worked out. they also should have hired the people who updated GAP/BR/OldNavy...i like the "quick look" feature they have.

    also,
    alexis (and all): not sure if you saw my post under "go jcrew website go" but there's a 20% off coupon for cole haan sale items online and in store...
    for online the code is JULY4 and it expires july 6...in case you need to get out some online shopping aggression :P

    cheri: the associate in my store told me that if you really aren't happy with something and really can't wear the item then you can return it. but i think it all depends on the associate you get...some are more accommodating than others. of course if something is damaged/defective they will take it back :)

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  25. Allright, thank you, Alexis, now I understand what you all have been referring to! Now I know you and I are the same size. So... I have a pair of knee-high gorgeous Espresso brown pull-on "Holden Leather Stacked Heel Boots" that I picked up last winter in the New Haven store for $75, they originally were $238, style 78263. They fit perfectly size 9 but they are too tall for me. Let me know if you want a photo! I am waiting for them to be in-season before I sell them on eBay.

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  26. oops, sorry alexis, i didn't see that you answered cheri's question already...i took too long typing :)

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  27. Thanks, ccbmum, you are right, some associates are nicer than others. There is one lady in my store who is sweet as pie when I buy something but when I return to the store to return an item, she acts like I'm trouble. So annoying. I would never treat a customer like that!

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  28. Growl. Why does it say a dress is $69.99 on one page of the sale, but when I click on the link, the price jumps to $139.99???

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  29. La Belle Helene: I know that Ann Taylor and Ann Taylor Loft occasionally have merchandise that is final sale, but it is only things that have been in the store for eons and they price it ridiculously cheap (i.e. almost everything that is final sale is under $20). They never make all of their sale items final. It just seems to be their way of moving the last bit of merchandise out the door. Personally if there was something I thought I might LOVE, I would consider taking the risk for only $15 or $20. Then again, maybe not. I really detest the whole final sale concept. ;)

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  30. Dear Aficionadas:

    More than anyone else in the blogosphere, you’re probably aware that we’re upgrading our website. Good things take time and effort, and we’re putting the finishing touches on what we hope will be a more comprehensive and user-friendly site to make your lives easier. We want you to know that during this time, all of your comments, feedback and observations have been incredibly helpful to us. And of course, we’re grateful for your patience.

    We’re looking into each and every suggestion that you’ve had, and we’re working on fine-tuning our site with the help of your invaluable feedback.

    Please make sure to take advantage of our free shipping offer with code FREESHIP. (And based on your online poll results, we’ve decided there’s no minimum required for this offer – thanks for the insight!).

    So hang in there and let us know what you think of the soon-to-be-fully-re-launched jcrew.com. We hope you’ll be as excited as we are.

    All the best,
    J.Crew
    contactus@jcrew.com

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  31. IAST: that I can totally agree with. For $20, I wouldn't cry over an item I ended up not liking. But I'm not buying a $99 item without knowing it fits or that I can return it.

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  32. CCbMum: Thanks for letting us know about cole hann sale! Also, I really like the "quick look" feature of BR/Gap too!! Its too bad J.Crew didn't borrow that idea for their upgrade.

    Cheri: Thanks for the offer on the boots. I just looked them up and they are beautiful (and you got a great price for them). I am surprised that the New Haven, CT store even carried them, to be honest I didn't know they had shoes besides some sandals. Unfortunately, I really can't buy anything right now. As I mentioned before, my credit card needs the rest. ;) But thanks again! :)

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  33. Uh.. is the post from 5:36 PM for real? If so I could die from happiness!! They listen to us, they really listen to us...

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  34. Alexis: I was thinking the EXACT SAME THING!!!! Is this for REAL???? If it is then we WERE right...they have been reading this blog...now if they will just listen and make the changes for the better! :)

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  35. FabulousFloridaMommy: Oh, how I really want the post from 5:36PM to be real. {fingers crossed}

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  36. Wow! I mean the one thing we are always consistently saying is that J.Crew has wonderful customer service. If for real, that comment is so nice and thoughtful that I might consider hanging onto my J.Crew card. (I threatened to cut it up during the chaos this weekend). Now if we can just get rid of final sale! ;)

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  37. If it's not real, it's downright mean. And the culprit should be condemned to fashion hell for 7 generations.

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  38. Alexis,

    You should be able to check the IP address of where posts are coming from. Once you have the address, you can usually look it up and tell what part of the country/world a visitor is coming from.

    You can see if the IP address for the post matches up with J.Crew headquarters.

    (My instinct says that this might not be real... I have to assume that J.Crew technicians have more on their mind that thanking bloggers right now, but we can definitely hope!)

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  39. Okay Ladies, I made the comment its own post. But I will see if I can find the IP of the comment. To be honest, I am not sure if I can tell through Blogger. But I like to think it is from them (although, pixel girl makes an excellent point: they have a lot better things to do right now than comment on this blog!)

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  40. Anonymous at 5:48 PM: Too funny! And yes, if it were a joke, then the person (and the next 7 generations) should go to fashion hell!

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  41. it's real, they are listening/reading, and they DO value your opinions and insight.

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  42. The website is no longer slow now. And has updated prices. Madras jacket now 49.99 and solid san telmo going for 69.99 now.

    - vivian

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  43. The website might not be slow but I just went to check out the San Telmo jacket and it told me "We are unable to process your request at this time. Please try a little later." Then no more searches work for me until I refresh the whole page. Weird.

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  44. This part... "site to make your lives easier." makes the comment sound phony and suspicious.

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  45. Also, as part of the new site, will we have to deal with items in the sale section that look like they're for sale but aren't available at all? Or do you think that's just a bug?

    And, finally, I think I had an old order that was waitlisted. :) I emailed, rather than called, a few days ago to inquire about the status, since my old order number doesn't seem to work, but still no response. Hope I'll hear something soon. :)

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  46. Anonymous at 6:04 PM: I like your positive thinking! :)

    Vivian & Melanie: It is working faster. Unfortunately, the site is still showing dead links. Grr. (Melanie: I was also checking out the San Telmo jacket! Too bad the link didn't work.)

    Abijah: Too funny and too true!!!

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  47. Cheri: I realize you were offering to sell the boots to Alexis, but I have been looking for a good price on those boots for like at least a year. I am really interested in the boots if you're willing to part with them. Let me know. My email is ASISLS@hotmail.com if it helps. Also, I have an ebay account if you want to check if I'm a good customer.

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  48. On another note: I'm so sad that products that are not available show up in the sale search. I get so excited to see something I would love at a great price and then it's like aww.....not available.

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  49. To all:
    Girls, your comments on despicable Final sale made me laugh so hard that I almost fell off the chair. Too funny and too sad 'coz they are so true. I hope J crew does not take them close to heart , they should know by now that we are extremely loyal and devoted and just trying to paddle through the mess with a little bit of humor.

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Dear J.Crew Aficionadas & Aficionados: Please feel free (and encouraged) to share your thoughts and opinions. :) However, please note that this is still a personal blog. So comments that are considered inappropriate (e.g. obscene, racist, homophobic, personal attacks, rude, and just plain mean) will be removed.

And now back to J.Crew! :)