Thank you so much for your recent order with us and we hope that you are enjoying your purchases. We have been working to make some updates to our website and systems and know that we have definitely hit some bumps along the way. We are working hard to fix them and can ensure you that the changes will definitely be worth it.
From your recent order, we shipped your items in multiple packages to ensure the quickest delivery. During this process, we have discovered that we did not charge you for all the items that were shipped. We wanted to notify you that we are in the process of rectifying this and you will see your final charge appear on the payment method you originally used in the next 24 to 48 hours. We truly apologize for any inconvenience this may cause you, and want you to know how much we appreciate your understanding.
We are available to answer any questions you may have—you can reach us 24/7 at 800 562 0258.
This email appears to have been a canned email response since A mentioned (in the "Extra 30% Off Final Sale: Is it Back?" post) receiving this email as well. A also said (in the "Seek & Find: Will you visit J.Crew this Weekend?" post) to "wait a couple of days and if they haven't charged you within that time frame, they will not be charging you at all".
But as a "just in case" I thought this info is worthwhile to share in its own post. Also, "thanks!" to Lauren & A for letting us know. :) To be honest, I am really surprised that the website/system is still having issues after all this time.
Did you get a similar email? Have you been ordering online? If so, have you been experiencing any difficulties with your orders?
Yes, I received this exact email, I mentioned it to the CS I spoke to about another order (they're now sending me out tripicates of each order I placed when they changed to their "new and improved" site). I was on hold for about 10 minutes while she tried to figure out what orders I might be billed for but was unable to give me any information, that may give an indication of badly their system is still running. It will be awhile yet before they fix up this mess, I will have to keep a close eye on my credit card statement to make sure I won't be charged more than I should be!!
ReplyDeleteCompare Netflix: They've been having distribution difficulties for about two days. First, there is an apology on their web page. Second, I've received two e-mails: one warning me of the delays and apologizing for them, and another with a further apology and a 15% discount on my next month's charge.
ReplyDeleteHexicon,
ReplyDeleteI got those apology emails from netflix too. I thought they were very well done--they apologized before i even had a chance to get annoyed about the delays!
See:
Dear XXXX,
As you may know, we had issues with our shipping systems this week. As a result, we didn't ship DVDs to you in a timely manner, and you likely didn't receive email letting you know we got a DVD back from you. Our shipping systems are working again, and any outstanding DVD shipments are being mailed today (Friday).
We pride ourselves in delighting you, and we've let you down. We apologize, and we will issue a 15% credit to your account in the next few days. You don't need to do anything. Your credit will automatically be applied to your next billing statement.
Again, we apologize for the inconvenience and thank you for your understanding. If you need further assistance, please call us at 1-888-638-3549.
-The Netflix Team
I didn't get the email, but am bummed because I just started ordering again after the long dry spell and multiple treks to the B&M each week. :(
ReplyDeleteI have a couple of web orders with non-working tracking numbers. :( I had placed a few orders with no problems since the upgrade and this is my first real problem. What do non-working tracking numbers mean?
ReplyDeleteI placed my ist web order on the 7th, it is still showing open, it was shipped out on Tues, I received the tracking # yesterday, and I still have not been billed for it.
ReplyDeleteI am a little worried about what was shipped, receiving duplicate orders, and what will be charged to my cc. To make matters worse I have another web order coming.
I haven't received this email, however I did have this happen to me over the course of the last 8 weeks...my CC was charged for items they show as shipped, but I never received. One of the items I was charged for even had a recycled UPS tracking number that showed as being delivered in GA in 6.2007...I live in Florida and it is 2008. Noone bothered to look at that, but just charged me because the item showed as shipped. Keep an eye on your statements...I continue to monitor and will do so for the next several months, as I just don't trust it.
ReplyDeletemelanie: call UPS about your tracking numbers and see what they have to say. They can probably tell you more at this point than J.Crew, or will tell you if you need to contact J.Crew about the order...that's how I found out my second Joelle and Kelly weren't actually coming at all (I was charged, too, btw).
On a more positive note: I have placed about 4 orders over the past 2 weeks...I have received 2 out of the 4, and the last 2 are due to arrive Monday or Tuesday (they have working UPS tracking numbers and weren't short shipped). :)
i got this e-mail too! when i called the cs rep said that they sent that out "to a lot of people." she then seemed to indicate that it wasn't supposed to be sent out to everyone.
ReplyDeleteThanks everyone for sharing. I haven't gotten this email, but am really concerned about it as I came home yesterday to find that I had been shipped a "partial shipped" item twice. As of now it isn't showing up on my credit card but there are a few "pending" charges from j.crew. So I'm scared to take it back and say I wasn't charged for it, and then later get charged. I guess I should just hang on to the second necklace for now and wait and see what happens?
ReplyDeleteI'm so discouraged. I thought things were getting better, and now they are going to start messing with our credit cards again? It's just not ok.
I received the exact email, and since then I've been going over my credit card charges several times a day watching to see if I will get double charged. And the weird bit is I received my orders in all one box, not in multiple boxes.
ReplyDeleteHopefully none of us will have to deal with multiple charges from a system that has been undergoing updates and revision for far too long.
Well, I now have a collection of chinos i didnt order all mislabeled so they are going back :( I keep trying to order tall 4s and I got a Tall 14, a Tall 10 and a Tall for that fits like a tall 12 (obviously mislabeled!. I have the T4 in the green alpine and i just want more colors... Like FFM I have also been short shipped, mis-charged, order charges, charged when I wasn't supposed to be, ordered items I didn't receive and had my orders lost! I just wanted a better apology from them... and I don't feel like I ever got one (except from my PS who is so sweet and generally AWESOME!)
ReplyDeleteI did not receive this email even though I have had several messed up orders as of this month and of course end of June and all of July. I am almost scared to look at my credit card statement b/c I just don't feel like dealing with more problems/issues.
ReplyDeleteIt did look like I was charged for a short shipped item but when I called CS said I hadn't and I didn't know what to do at that point other than contact my CC company.
It is just not really worth it for clothes--even JCrew ones. My time could be better spent volunteering or helping others....not messing with clothes!
I was the original person who got this email - when I called into CS the day I got it, they told me that there was nothing on my account to indicate that I should have gotten this email, and that this was a blanket email sent across to many customers (he seemed to indicate that it shouldn't neccessarily have been sent to me). I called in the next day on another matter and the CSR i spoke to then also indicated that it didn't look like I had anything to be concerned about, and to wait until Monday to see if I had been charged at all, and if not, no worries. To date, nothing (I received this email Thursday evening) and I've been monitoring my credit card like a hawk. Fingers crossed, nothing will happen :-) They've removed all authorizations from my card so I'm hoping all is good!
ReplyDeleteAn FYI, the original CSR I spoke to advised that normally if a customer were to call in and dispute it, they would probably write off the charge, I don't know how accurate this is but just thought I'd let people know!
Thank you Alexis btw for making this into a post! :)
ReplyDeleteI did not receive that e-mail. However, back in June, an order I placed never arrived. After two weeks I e-mailed CS, their reply was that they would check with the shipper. Three weeks passed with out a reply, so I sent another e-mail. Once again their reply was prompt with an apology that they would check with the shipper and I would receive a reply within 7-10 days. After 14 days no reply, so I called my credit card company and disputed the charges. I still have not heard a peep from CS.
ReplyDeleteThe only order issues I continue to have is with poor tracking consistency. I have not received tracking emails at all recently, only order confirmation emails. Then when I check my account onlne to check order status, the orders usually read pending or released with no tracking info available. When I called the CS line last week to check on shipping status, I was told the order was ready to ship. It arrived on my doorstep 5 minutes later, courtesy of UPS! I did not receive the email from J.Crew, and I have not had any misbilling issues (but I use my J.Crew card for most purhcases, and I presume they make/fix those errors invisibly - when they can.)
ReplyDeleteAlisha
Off topic here, but... thought that people would be interested in knowing that I placed an order on Thursday and subsequently sent an e-mail asking them to apply my educator discount. I got an e-mail back today saying they would do so! Maybe there is still hope for educator and student discounts online/over the phone?
ReplyDeleteAfter I got the email, I replied back asking for them to verify what they were going to charge me. The next morning they sent the original order information with the correct amount. But, there are still no charges or pending charges from them on my card, so who knows if I will get charged. I'll keep checking.
ReplyDeleteI did it, another order through the contact Mickey set up for me. This gal rocks. My order is in stock, on sale and ships out Monday meaning Tuesday it's mine.
ReplyDeleteHow many secret wash shirts does a guy need?
I got the oddest e-mail today! It listed all my charges and everything I had bought in basically the last month. Totally weird! There was a charge that was disputed because I was told that I wasn't getting charged for something and then I was charged... Anyway I will call the to figure it out. Its just VERY odd that I got a 2 page email from them that was so detailed it was insane!
ReplyDeleteA: Thanks for letting us know what the CSR told you- hopefully you don't have excess charges on your credit card. :)
ReplyDeleteJCrewDude: Your order experience sounds terrible. I can't believe you still haven't heard from J.Crew! :( Perhaps, you can try calling them again during the day (which many other Aficionadas commented how the day CSR are better to handle situations). :)
Dr. J: Thanks for letting us know that the discount may still work via phone orders. :)
J.Crew Guy in Canada: Congrats on all the wash shirts from J.Crew. I love those (for my husband) as well! :)
blumre - Was it on your J Crew card or a regular credit card?
ReplyDeleteblumre: AMAZING how they are able to email you a 2 page statement of your charges, but cannot seem to send you a promotional email for savings on their merchandise...how convenient for them!
ReplyDeleteGigiofica= it was on my visa debit card. I dont use my jcrew card too much... the rewards arent worth it.
ReplyDeleteFFM: I KNOW! And I asked to be called back about a certain charge and I wasn't so the e-mail isnt very helpful since it didnt answer my question! UGH. I am sorry Jcrew I dont have time to wait 4 hours everytime I have a 2 minute question... If i ask to be called back, I should be
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