"Thanks!" to Ann (in the "J.Crew Investors: Conference Call Today" post) who came up with a great topic for a post which is about canceled orders.A few Aficionadas have mentioned that their recent orders seem to be oddly canceled, even though the items ordered are a "new arrival" and/or still "in stock".
For example, Kirbydog (in the "Product Review: Berry-trim Astrid Jacket {delicious!}" post) let us know about her recent order for the Berry-trim Astrid Jacket in Plum that has been canceled as it is now "sold out." Molly (in the same post) mentioned that she was also notified about her recent order for the Jacinda Jacket being canceled. However when she called customer service about the jacket/order, she found out that J.Crew did have it available. :)
Have you been able to order recently with out an issues? Have any of your recent orders been canceled or waitlisted (that you didn't know prior to ordering)?
I know this is off-topic, but today, I received an email from the J.Crew factory store, which I was kind of surprised about. I've never even been to one before, or gotten an email about one! Did anyone else get this one?
ReplyDeleteI am in the same boat. I had an order from 8/16 that never shipped. I finally called and they just said it was canceled. It shows up online as "Released" and 1 of the 2 items is still on the website!
ReplyDeleteI've never recvd an email from the factory store. Interesting. The topic keeps popping up so I hope to visit a factory store soon. Very curious as I haven't been to one in a couple of years.
ReplyDeleteI made an order through Final Sale earlier today. When I came home 6 hrs later, there was a confirmation email that they've recvd the information. In my experience there was a period of time where there was a larger time gap between the order and the confirmation email but they've cleaned that up. Things seem better. But not. :-)
I received the email from the JCrew Factory store too. It says "Happy Labor Day - Enjoy up to 40% off select new fall arrivals. *This is not a coupon. Prices as marked. Sale is valid for a limited time while supplies last and on select items only.
ReplyDeleteJust happened and not happy.
ReplyDeleteThis was my email to JCrew after getting notice and then me calling customer service:
This was not just a request but a chance for JCrew to prove that their company had a reliable customer service and an up to date website that can carry out an order.
order number:(XXXXXXXXX)
This order number (XXXXXXXXX)was canceled four days after placing the order and I was notified at 8pm Tuesday, Aug. 26 when the order was placed on Friday, August 22. I believe my order should been in the mail.
There are warnings not to order from JCrew for this very reason of them canceling items last second on people and then no follow up of customer service to resolve the issue and therefore giving the company a bad reputation for not being helpful. I called customer service upon receiving my cancelation notice and was told they would search the WORLD to find my dress for me. From my understanding the world does not consist of Boston to L.A..
This dress was going to used as part of my wedding blessing and I thought JCrew would not let me down. I have been a customer since my early teens and now am in my 30s. The cancellation of my order is a big disappointment to me and others who looking forward to seeing me in that dress.
I would like to give JCrew a third chance to remedy my situation before I decide to no longer be a loyal returning customer.
-end
we will see if I get a reply
This post is about cancelled orders...not JCrew factory stores!
ReplyDeleteI want to find out more about what is going on with the online ordering and if they can handle the new fall sales....Thank you:)
I'd placed an order for the Cashmere Cover-Up Hoodie in Heather Stone (size small), which I'd gotten using the 'EXTRA30' code. Then on August 20th I received an email stating "we wish we had enough." Well, seems like you *do* have plenty, J.Crew! I re-ordered the item AGAIN that same morning, albeit without the extra 30% off and it's scheduled to be delivered by UPS tomorrow. I plan to call Customer Service to see if they'll honor the original price I'd paid (with the 30% off). Not the biggest inconvenience in the world, but it is annoying...
ReplyDeleteI've had 3 orders cancelled over the last two months. These were all sale items BTW. Before the upgrade fiasco, I've never had a problem. The last cancellation came this morning. I made an order for an item that was clearly mislabeled as a S. The inside tag clearly said it was an XS. I returned it, and made a re-order only to have it cancelled. Aaaargh! It's frustrating because it's an utter waste of my time. Why spend the time browsing and carefully selecting the items only to have them cancelled?
ReplyDeleteI've had the same item cancelled twice. The first time I ordered was through the phone, the order got cancelled a few days later. I ordered the exact same item last night and received a cancellation email this morning.
ReplyDeleteIt was a sale item but am disappointed that they are not able to keep track of their stock levels adequately. If the sale item is not available why offer it online??
I haven't had any trouble with recent orders--as a matter of fact, I placed an order last Thursday for buttery twill trousers and they arrived on Monday. I couldn't believe how fast they came.
ReplyDeleteDo the cancellations/delays involve sale items or new merchandise, or is it both?
BTW, I have gotten emails from the factory store, just not recently.
I was reading that peoples RECENT orders of NEW FALL merchandise had been cancelled....when in fact the stock is still there...
ReplyDeleteNew stock is being cancelled. I had pre-ordered an item in July, when the website got the August new arrivals in, it got cancelled, I called CS they said it was no longer available, it reappeared on the web two weeks later and CS said they had 300 in stock in my size. CS did not know what happened. They have no communication between their warehouse and their shipping dept.
ReplyDeleteThings are disappearing and reppearing on the web. I just gave up, I will order again in the Spring.
Do you think they are trying to create buzz around certain pieces, or is it just an old-fashioned screw up?
ReplyDeleteMary: I think that it is old fashioned screwup for most things. The Astrid piece could have been to create a buzz.
ReplyDeleteIt's just amazing to me that such an big, reputable company could still be in such a mess nearly two months after the website update. I have enormous brand loyalty, so I'll stick with it, but I could see how a lot of customers have been totally turned off.
ReplyDeleteI did have a problem with a small order over the summer, but it was rectified fairly quickly. It was annoying, but I guess I felt more sorry than angry about it, having had so many excellent experiences with J.Crew.
Not only was my Berry-Trim Astrid canceled yesterday; but also a Slub cotton Graphic Tee and the Isabel Blouse as well! All 3 of these items are new in the latest catalog. I did use the 15% coupon on these, perhaps that's why they canceled them. However, the 3 tanks and the matchstick jeans..... no problem! This makes me think that the 15% discount only applies to the previous catalog and sort of a "bait & switch" if you will.
ReplyDeleteThere is a sunny side to this whole "problem". I did call my B&M store and they were great! They said they could get these items at a 20% discount and treat it like I made a Personal Shopper appointment appointment. In addition, since none of these items were in the store, I would have them shipped to me free of charge! ME HAPPY....my wallet is not.... :)
This comment has been removed by the author.
ReplyDeleteHi, yes my Jacinda was cancelled and then I was able to order it over the phone. So if they cancel your order, call CS!
ReplyDeleteI can't wait to get it. I had the Honey Glaze for about 2 minutes, then decided that color is just not for me. It makes my skin tone look really florid. I'm jealous of those of you who can wear it! I can barely get away with Spicy Mustard, but I have to wear it with black and white near my face. For instance, I cannot wear a Spicy Mustard twinset, but I can wear the cardigan with a black and white patterned T underneath.
I have made 5 or 6 orders since the website upgrade (beginning of July) and have not had problems with any of them (knock on wood.) The first few shipped rather slowly and then the next few I received before I got my shipping notice and took longer than it used to, but I still got all of my items. On my most recent order, which I placed Monday night, I got the shipping info on Tuesday night and it should probably be here today or tomorrow. I am waitlisted on one of the sale items in that order and I expect it to be cancelled since it was a summer piece, but I figured I'd try my luck because it was a piece I liked, but not enough to buy it at full price. It is only $19.99 on sale. If it gets cancelled I really won't be upset about it. My orders have been half new items, half sale items.
ReplyDeleteIn general, I am not a sale shopper. If I really like something, I will get it at full price because I don't want to take the chance they won't have it later. If it goes on sale later and they have my size I'm not to frustrated especially when it's a couple months later (if it was a week later on the other hand, I would try for a price adjustment.) I always browse the sale sections because you can find good deals but usually I get the items I like as soon as they come out.
I wonder if the system is trying to close open status orders that have shipped out, but remain open, and it cancelling orders that are truly still open and not yet shipped.
ReplyDeleteIt just shouldn't be so hard to place an order and actually RECEIVE your item, and I think the whole issue of new merchandise orders being cancelled is just absurd.
ReplyDeleteLuckily, my orders havent been cancelled yet. I placed an order yesterday and found out last evening they billed the wrong credit card (my mom's) which isnt even on my account. I have to say, the customer rep was more than helpful and gave me an additional 15% off my order.
ReplyDeleteI haven't had a problem with canceling orders, but I have had problems with shipping dates. I wanted to order the scoop neck tee in bright persimmons. The website says it will ship on 9-17. So, I click on the bright mineral. It is going to ship on 10-10. Each time I clicked on a color, there was a new shipping date with the white tee shiping in Feb 09. Needless to say, I moved on.
ReplyDeleteMelanie- I received the factory email. But I do have two factory stores close by.
ReplyDeleteI placed a pretty hefty order (all full-price fall merchandise) online on Saturday 8/23 and haven't received a single email from J.Crew regarding the order. I closed the confirmation window because the "thank you for your order" email always comes immediately with all the info in it. No email ever came, and no shipping notice. I typically get all my shipments within 2-3 days because I live in NC and they're shipping from VA, so if I haven't seen or heard anything by the end of today, I'll be calling CS. This is the first time since the web upgrade I've had a problem with an order, but needless to say I'm not happy - especially if some of the things I ordered are sold out by the time the order actually goes through.
ReplyDeleteEveryone with canceled orders: I am really sorry to hear about those cancellations- especially the recent ones (where you really would not expect this to happen). :(
ReplyDeleteKathy T and Melanie: If you still have the email form the JCrew Factory store, do you mind emailing it to me so I can post it on the blog? (Also know that I would remove your email address in the URL, so your email address doesn't show). :)
I want to order but I am tired of dealing with problems.... I appreciate everyone posting about their recent experiences with the fall merchandise...I am going to sit this out until I HAVE to order with my rewards card expiring in 3 weeks or so...hopefully the fall bugs of cancelling orders will be fixed by then??? wishful thinking??? :)
ReplyDeleteOh good lord, don't even get me started about cancelled orders. I don't have enough fingers for the items I've had cancelled on me in the last three weeks. It's been completely ridiculous. The worst part is that when I go online to look for the item, it still shows as 'in stock'. I will have to give it to the CS reps I have spoken to on the phone though, they have all been very helpful and have attempted to placate me with free shipping etc. My thought is this: what good does free shipping do if nothing ever ships because it gets cancelled? Ugh.
ReplyDeleteDoes this make anyone else nervous about their credit card info on the site? If they can't keep inventory straight--who knows about the credit card security!
ReplyDeleteI have been having such good experience in the stores, I would honestly rather shop there now. Too bad they don't have as many sale items!
The store discounted my purchases from the PS that inadvertently hadn't been discounted. AND they hemmed pants from BR for free!
I just placed my first completely online order of new fall merchandise with the 15% coupon I received because of orders getting short-shipped (the FX5 or whatever one - it's on the first page of the blog!). Hopefully it will all come and not get canceled, but I know that I have to keep my fingers crossed!
ReplyDeleteI ordered the harlow blouse in fresh guava, the hammered-silk laura dress in bright peacock (I'm worried that maybe this isn't lined, and that's why it's so well priced?) and the super 120s suiting dress in royal violet. I'll definitely write reviews if and when they come!
SS: I do think about my CC & personal info's security at J.Crew. I often question if it is safe for me.
ReplyDeleteKater: Congrats on the harlow blouse!!! :) I would love to post your review once you receive it.
Peacegrrrl: I agree with you that having an order that is canceled, only to see it the next day for sale on the website, is the worse! It is just completely frustrating. :(
I've been having problems with any orders with sale items. I've been able to reorder some stuff under a different item number without the EXTRA30.
ReplyDeleteI placed an order this week when all the new stuff showed up in the sale section and over half the order has been canceled with no warning (just an e-mail with the shipping notification). Also, still not getting tracking numbers for orders going to Canada.
I had one order that was "skipped" twice. Still have not had confirmation that it was shipped.
ReplyDeleteI had another that was the opposite--Martine cardigan in pink/orange at 40% off sale was cancelled due to lack of inventory. I wasn't that crushed b/c CSR had warned inventory was low. Weeks later, I just got a shipping notice.
Now--what in the HECK am I going to wear with it???? I think orange shoes are in my future.
I should add, my order for regular priced merchandise arrived complete but the order is still showing open on the website and I never got a confirmation e-mail for it. Very odd.
ReplyDeletealexis: I would love to have a review posted! I'm traveling for diss research right now though, and won't be able to try it on till late next week when I get home (if it comes that is - I'm nervous with all this canceling)! Is it ok if it waits that long?
ReplyDeleteHere is a rundown of my problems over the past 2 months, keep in mind, I order quite a bit, however - I believe that should make my customer service even higher since I am such a great customer (on top of it, I don't get any teacher discounts, have a local physical store, etc. - I usually pay retail). That being said, here we go:
ReplyDelete1- for 1st 2 weeks, could not use website, this resulted in me having to call in orders and not being able to process sale items, not a biggie.
2- when I finally could use site, had sale items sent but not at sale price, paid full boat, contacted CS several times and they keep telling me to forward and tally overages, which I have about 5 times, I believe I overpaid almost $75 on one order alone. Still mention it with to no avail.
3- in the past 3 weeks or so I have had about 7 items, some brand new, some waitlisted, none on sale, no rhyme or reason to it - inventory cancelled. Even CS reordering items for me getting dropped. This is a system error, not a bait and swich ploy, to create buzz, etc. - to add to the problem, CS cannot communicate with shipping, so that is another story. I have several items supposedly on a CS super's desk to go out overnight because they do not trust shipping or system to send to me. Sad.
3 - I have had a few items in limbo, about 4 or 5. One released to ship for weeks, CS just cannot get it to go out for some reason, again, its a disconnect between ordering and shipping due to glitches as I am told.
4- beware if you have orders waitlisted for a while, chances are, they may never come as you will be told they are out of stock. Don't take their word, call them or email, it may not be so. Also pre-ordered a summer item over phone and they lost it and never got dress for a wedding. They had no record of it.
5- I was send a wrong item I am sure of lesser value than shoes I was supposed to get, still trying to get resolved after 3 weeks, to add to insult, they overnighted me shoes I did get in error from another order so I have to send those back. A mess!
6- Website down again, cannot use it to view and item or add to cart for 2 days now. Houston, we have a problem again! Well, it never really left IMHO.
7- Still having issues with sale items, just gave up, so frustrated by seeing an item only to have regualar pricing coming up, I was told by CS they are working on it, another bug in system!
8- shipping and CS replies are super slow, understandable since they are part of a sinking ship right now!
OK, that being said, my advise after being in contact with CS probably over 20 times since meltdown. Be persistant, and firm but polite, I know we all want to scream but its not going to get you anywhere quicker. If you have a CS that seems to help you, KEEP THEM ON FILE! Some of these CS reps I believe do not even read emails all the way through and just give generic replies. If all else fails, ask to speak to a supervisor, this always perks ears up. I love the items, so I will suffer through it, but I am reaching my limit. If anyone has any suggestions for me it would be wonderful, as I do order most of my wardrobe from them. I am open to any tips out there, as I cannot help but feel I have lost a ton of time and money over the past 2 months with not much compensation. I have had much less problems with my old love, Anthropologie, and at times I even got wrapped gifts with handwritten notes for my trouble. I have yet to even get a measly gift card or percentage off offer. That is what has me most dissappointed. Oh yeah, they told me to keep a teeny bathing suit I have no use for that I got in error, gee thanks, only problem is I still did not get my $198 shoes yet that I paid for instead. Crazy! Sorry so long but I had to share/vent! Maybe it will give someone food for thought.
Kater: I don't mind waiting for your review at all. :) I am thrilled you are even considering reviewing the harlow blouse for us. :)
ReplyDeleteAnon at 10:22 AM: Wow! I am sorry for all the issues you encountered- it really is one too many. Also please feel free to express your frustration here anytime! :) I also totally agree with your point about being nice to J.Crew's customer service representatives. Not only is it not their fault (but the system), but you will get better service too. It is a win-win when everyone is polite. :)
HI Everybody...I too have shared the "canceled" experience! I ordered a suit: the wool gabardine one-button jacket along with the favorite fit wool gabardine wide-leg trousers, both in dark chestnut. With the additional 30% it was an amazingly good deal...best price I've ever seen for a complete suit at J Crew!
ReplyDeleteA couple of days later, I was checking my order status and saw that the jacket was being shipped but the pants had been canceled! I quickly checked to see if the pants were still in stock, and they were. I called the customer service line and they went ahead and re-placed the order for me. The jacket should arrive today and the pants on Friday. I'm not really sure why the pants were the canceled item in my original order...I believe that they are STILL listed as being in stock!!! Thankfully my story has a happy ending but for a minute there, I was panicking!!!!
I placed only one order since upgrade and had no problems with it whatsoever. I ordered stuff at extra 40% off and free shipping and got them all, including a men's cashmere sweater for my BF for $42! BTW, got my order last week, 7 days after placing it.
ReplyDeleteAnybody else having an issue of not being able to use the site in past day or so? I have to re-order cancelled item but cannot view the item when you click on it in list view let alone order it. Tried exiting and not going through links and it keeps on happening. This is what happened to me when system first we live in July. Same old nonsense again! Uggggh!
ReplyDeleteanon @ 10:22 AM - You asked for some tips on ordering since that is the main way or only way you do business w/J. Crew. Here is what I do if I call CS to place an order:
ReplyDeleteI load everything into the cart and then I print the page.
As soon as the rep comes on the phone, I write down the time & his/her name on the page I printed. I use it in the conversation so s/he knows I am paying attention.
I place the order and write down the confirmation number on the same page. I am repeating this because sometimes you will wonder if you are going nuts with the ordering/billing from J Crew. It's good to have everything written down in one place.
Within a couple hours of the order I usually get an email confirmation, but some of them have been delayed as long as 2 or 3 days. That's why it's nice to have the print screen from the web w/the order number written down.
After a day or two, I check the J Crew Order Status online. They're not quick, so the status usually shows as OPEN. Even if the items have SHIPPED there is a tracking number, it may not be in the UPS system. I print that screen regardless if a UPS tracking number has been added or not. I make sure that printout has the date on it. Checking an order this way is how I have found out about cancelled items. For some canx I recvd an email notification and for some I did not.
If there is a tracking number listed, I go to ups.com and check the status. If the package has not gone to UPS, the tracking number will not show in their system. That doesn't mean it's invalid. It has taken a week for a J Crew tracking number to show up in the UPS system. This is why many of us thought we were giving bogus tracking numbers. That was not always the case. It seems they sometimes start pulling an order and assign a tracking number. I don't know much about warehouse shipping. I would think the tracking # is the last thing to be put on the order. :shrugs:
Hopefully that will help you a little bit or if you've already been doing that then that's all you can do. I think we're creating our own frustration a bit by expecting what we see online to be true. I just order and hope for the best. Of course we should expect to purchase what we see for sale online, but they haven't successfully updated the system. Even the CS people aren't seeing accurate information. We're expecting things to make sense and I think that's just too much to ask at the present moment, sadly.
An update on a Fall Item (albeit old): I placed an order for the Lucille Jacket in spicy mustard with the 15% discount on Sunday, the 24th...
ReplyDeleteOrder was "open" on Monday, then "released" with a tracking no. yesterday. I just got an email that it shipped this morning. I expect it will come Friday or Saturday. I'll let you know how the package comes in (accurate, etc.).
I'm beginning to wonder if it depends on when you place your order and for what quantities. I didn't have problems with this order (knock on wood), nor my previous extra 30% sale items. Both orders were placed via web in the late evening PST. I had 4 items in my previous order. Hmmm...
Good news! My dream tie eggplant cardi that was supposedly "lost" in the system has been shipped and billed! I still have a back-up order on waitlist but will not cancel the back-up order until the original order is in my hands.
ReplyDeleteAlso, I am still waiting on a belle skirt that is canceled and is now backordered m(and now out of stock and cannot be ordered at all in color/size combo I need)---of course they canceled it when it is in stock, then sent an e-mail, and now that it is backordered I wonder if I will get it.
Also, my denim pencil skirt (that blumre she called about and was told it was out of stock online, so I was nervous) and grey cord skirt have tracking numbers, as does my Jacinda jacket. Hopefully all will really arrive and I can write a review.
Now if the belle skirt will just show up...
And I am waiting for a sale on some other items. Luckily I have only had a few mishaps so I am fortunate. Knock on wood!
I ordered a pair of shoes (albeit on sale) 12 days ago. The order is still sitting in online retail purgatory. There has been no status update on website, nor have I received them anyway (sometime website is slow to update), nor have I gotten any message that they are out of stock. I am getting kind of irritated. I wanted to order some new fall stuff but am holding off on principle until they ship my darned 12-day old order!!!
ReplyDeleteI think Mickey should go to MIT or some other prestigious technological university and offer big ass bonuses to their brightest computer/programming minds to come fix the j.crew system. This has already cost j.crew $3 million; *somebody* has to be able to fix the system--time for guerilla tactics!!!
ReplyDeleteHere's an annoying thing. My items get cancelled and they show still available on the website. WHY can't they update the site the second they get an order they can't fulfill?? A skirt I ordered a month ago and got cancelled has CONTINUED to be on the site in my size and color!
ReplyDeleteI fear this is going to happen to me and my super 120 pants. I'm about to break down and buy a pair full price in store. Sigh...
I had an order canceled, but the item was still listed as available on the web site. No response yet to a CS email, but I'd better call if I want it.
ReplyDeleteI'll bet the company is in a twist over all this and will have it fixed soon.
here's an amusing glitch in sale section:
ReplyDelete"linen cable v-neck sweater. was $60. select colors now $110."
I haven't had anything cancelled, but the two website orders I've placed have been very slow to ship (also slow to bill my card and not applying my student discount) while the one red phone order I placed shipped the next day and the student discount was so easy. I wonder if this is just by chance, or if I should forget the website and just use the red phone.
ReplyDeletejacquelyn: Congrats on the dream tie eggplant cardigan!!! :) That is great news. :)
ReplyDeleteNo cancellations yet! But I am sure it will happen since I have been waiting two weeks for my order to ship! Even though my card has already been charged. I can't believe the level of incompetence at J.Crew right now.
ReplyDeleteThe only order I've placed recently (2 weeks ago) was executed flawlessly. I picked-up the Cotton-cashmere (87911) in heather kelly green originally priced at $65.00 for $19.99. It arrived 4 days later.
ReplyDeleteApparently I'm in the minority and will not tempt fate again until management gets a handle on this.
Hynotic, I don't think you are going to get your order from my past experience with 8 problem orders....in the past 5 weeks.....oh the stories I could tell...
ReplyDeletesome people on this blog just don't like negativity...will restrain myself for (jcrewjunkie's sake:)
I placed an order on August 23rd and the notification on the cancellation of a pair of pants (a sales item) was sent to me on the 26th. But my main issue was that I ordered a matching blazer which would have no value to me without the pants. I called to see what my options were and the agent told me that I can try to locate the pants which I agreed to. I called again to get an update and I was told that the "locate order" was never entered. I had to request for it again but I am very disappointed with all the things I had to go through (I had to make 3 or 4 calls because of this one order) and at the end of the day, I am still looking for the pants. I don't think I will ever truly feel assured placing orders online.
ReplyDeleteIn each of my seven orders, one or more items were cancelled. I didn't get any email or phone calls. I called CS this morning and CS immediately offered me a $50 gift card for each botched order, as a token of apology from J.Crew. $350 in gift cards, yay! The CS rep was supernice, and even gave me a 30% off plus free shipping for a future purchase. The biggest order was $200 but the rest were $50-$70 a piece. All final sale items, so I'm not that surprised that some were cancelled. But I was surprised to get the gift cards and 30% off plus free shipping.
ReplyDeleteJust got an email from J Crew on this:
ReplyDeleteDear ,
Thank you so much for your order this past weekend—we have included some
very important information below.
We experienced some glitches with our new September site that directly
impacted your order. Some of your items appeared unavailable in our
systems when we went to ship your order. We are in the process of
rectifying this issue and determining which items are in fact available.
Don't worry—we will be sending you notification shortly outlining your
available items, and, for these items, we would like to extend free
expedited shipping as we are sure you are eager to receive them. If at
this point, however, you wish to cancel any of the items we do have
available, please let us know and we will make those changes for you.
Lastly, you can disregard the cancellation emails that you received
earlier this week. These were a result of the glitch that we
experienced, and we apologize for any confusion.
If there is anything you need in the meantime, we are here 24/7 to
assist you with all your needs. Simply call us at 800 562 0258.
Best regards,
The Customer Service Team at J.Crew
What, are they going to reship my cancelled items? I no longer want them because I had bought them elsewhere - either in store or ebay. Who needs to call CS and be put on hold for 30 minutes again just to cancel a "cancelled" item? This is ludicrous!!
ReplyDeleteWhat, are they going to reship my cancelled items? I no longer want them because I had bought them elsewhere - either in store or ebay. Who needs to call CS and be put on hold for 30 minutes again just to cancel a "cancelled" item? This is ludicrous!!
ReplyDeleteMolly was it for f/p items? I have noticed new items appearing and disappearing like crazy lately.
ReplyDeleteYes, it was the full price Jacinda.
ReplyDeleteDang, I wish someone would offer me gift cards. LOL
I had a huge problem with JC last week, they screwed up twice, and they did not offer me giftcards or free shipping on my next order, however they did reimburse the postage to return the items that were shipped by mistake.
ReplyDeleteNo issues here. Made a $300 order on reduced but not FS items on 8/25, got shipping notification this morning. But... we'll see if I get the right items/sizes/colors when it arrives! :D
ReplyDeleteMolly: thanks for the heads up on that email! :) I just created a post on it: J.Crew Sends Mass Email About Orders
ReplyDeleteOh boy, what the hell were they thinking on this one!!! I got the email and now am fearful of what I am going to get in duplicat or triplicate, as I have customer service sending out items on their own and or I ordered them myself. At least I was prevented from making matters worse as I cannot access website at all past 2 days. This is going to only worsen problems for them. They are digging deeper. As I said before, they need to just shut down web operations until they get squared away. This is going to cost them a ton of money in returns because many, many people are going to freak when they probably already went to store or re-ordered items 2 or three times. Yikes, the plot thickens!
ReplyDeleteI'm trying to order a fall 08catalog only cardigan but everytime I make my color selection the "back order until.." date gets farther and farther into 2009! I finally called a store to order it for me and they told me they were already sold out (A cashmere cardigan sold out in Aug?). So then I tried online again and although my order has yet to confirm, it supposedly will ship in a month. I don't know what to think but am anticipating a cancelled order in a couple days based on everyone's posts.
ReplyDeleteI just noticed that on jobs.myspace.com there is alot of IT jobs posted for JCrew.
ReplyDeleteI got 2 cancellation notices on my order this morning, just called them back and reordered.
ReplyDeleteThen I finally received the shipment I ordered a few weeks ago, and it's missing the shoes I ordered. This is the second time it happened in 3 weeks, both missing shoes.
It's really getting quite annoying.
I am getting really, really annoyed. First, I read of all of these gift cards being handed out! I have yet to be offered one or any sort of compensation (I am the one on here with the laundry list of problems, more than 10 this month). I spend an insane amount with J Crew, almost always full boat and new items, so, it sucks to be honest, I am getting really upset at this point and in trouble here at work due to all of the time I am wasting on this.
ReplyDeleteI hate to call out my CS guy and ask why, after having to contacted CS more than 20 times this month, have I not really gotten any sort of token for all of my time. And after explaining about being overcharged and giving him the figures several times, he keeps asking me to resend them to him to see what he could do and then he forgets due to me having so many other issues unresolved.
About all I got were items shipped to me that I paid for and one coupon applied that was missing in error. Woopie, they sent me a pair of shoes next day air that I spent hours trying to get after I paid for them and he told me to keep a bathing suit in a teeny size that I have no use for. I literlly spend thousands and I am quite taken back that not one kind offer other than recovering my lost items has been offered! I am not that bold to just come and blurt it out or call up and demand. So, I am a bit torn how to handle this, but, I believe my time and all of the business I give them is worth something other than him commending me that I am very articulate and probably successful in my work. Not anymore since I probably could be on their payroll I have been spending so much time with them.
Getting back on subject. AFTER I had that mass email sent, I just got 2 items cancelled this morning. I was told by my CS guy he was holding them for me to be sent, so, if I call and re-place the order and then they go back and re-do this order and he sends one too, I get 3 of each. Or none if problems continue. Its crazy. I cannot use website either as something is preventing me to view single items. How are you people getting these coupons and gift cards, etc? I have asked for a supervisor's contact info at least 5 times and without it even being addressed let alone granted so I am hopping mad this morning after viewing all of the posts about gift cards. I have no local store and not really an hour to spend to call and wait to speak with someone right now. Any suggestions would be wonderful, this site is great, I have to register so people can address me properly! Am am just so frazzled right now over this.
anon: I am really sorry about all your troubles, and am floored you haven't gotten better customer service. My first advice - do not continue to call the person you have been dealing with. There are FAB customer service reps, and you seem to have just gotten a bad one.
ReplyDeleteThat being said, I would call the general line again 800 562 0258 and be insistent that you would like to speak to a person in the find it now dept. Unfortunately, they don't list a direct line to this dept on the website, but I know I've gotten the best CS from people in this unit, and believe that other aficionadas have too. If you don't have a good experience with the find it now dept, maybe try and ask for a personal shopper? Both these different divisions seem to have more "power" in terms of overriding the rules. Unfortunately though, it's probably going to take a little more trial and error in terms of finding a good person over there to work with.
I would also tell them how frustrated you are, how much time you've spent dealing with this, and how disappointed you are with them as a company. And what a loyal customer you have been till now. They can see your order history, they'll now that. I would find it really surprising if those words did not get them to work very hard to resolve your issues, if not compensate you in some way. I also would never ask for compensation, so I understand how you feel. But I think the best CSR's understand the frustration, and want to keep you with the company, so offer it. Just be calm and patient, and I have faith that with the right CSR, you will get this worked out. It's just finding the right CSR that can be tricky! Make sure you write their name down, and ask for their direct number also - that seems to let them know how serious you are about this.
Good luck! Please let us know if you continue to have problems!
Thanks kater, points taken. This CS rep is the best one I have found so far as I went through about 4 or 5 that just sent me generic replies or really did not understand my issues. As you can see from my long posts, I am more than able to explain myself! And I am not sreaming or rude, which I should be right now! What I may do is just print out my email history and forward it to a board member or this Drexler dude somehow. I just need to do some research that of at this point, I am all out wind as far as J Crew goes! Maybe on weekend. Its out of control. Especially in light that I told about 2 or 3 reps about my overcharges and requests for a supervisor's contact info. They just keep asking me for the same info and going on and trying to sweet talk me about all of their problems. Yeah, Ok. Just send me my goods that I paid for and at least go over my orders in question that I overpaid on and give me a measly gift card or something without making me do THEIR JOB. I have done enough leg work I feel. Anybody know an email or regular mail contact for this Drexler guy or board member to save me some trouble. I am open to anything. I feel like I am being duped at this point. And guestimate I lost over $200 so far in extra shipping, overcharges, etc. - then you have all of my time and stress. I know they are only clothes, I have to keep telling myself that. But, I guess at this point its more principal than anything after investing so much into these issues!!! What would you guys do. I tried calling and was on hold forever and had a client come in, so, phone not working out for me too well either (plus I may lose my cool and spend 5 hours going over all my issues!!!!) Yikes! This is insane!
ReplyDeleteAnonymous at 10:35 AM & 11:49 AM : I completely understand your frustration with your orders. I also agree with Kater's advice that you should try another CS representative. I find that in general the CSR are great- but some are way nicer than others (and some can give you better service than others).
ReplyDeleteAlso, please know that the majority of customers probably did not receive free shipping, gift cards, etc for their troubles and time with the system upgrade fiasco. (Although I would add, consistency in giving out perks would be nice. I have read several stories from Aficionadas where I though J.Crew should offer them an incentive like free shipping- would have been nice.) :)
Thanks again for advice. I fear I am going to have to deal with an influx of duplicate orders because the general help line is now finally addressing my orders that for some reason got picked up by other reps (that I sent direct to my CS rep mailbox). So, aside from this guy who has been my only lifeline at CS, now, I have random people chiming in and respsonding from email I sent last Saturday. So, she is now telling me she has placed an order that my rep has placed and will probably be replaced twice because my originals I placed myself were cancelled and according to mass emails, will be processed? She finally recognized my asking for a supervisor and told me to forward my emails and put in heading "forward to management". I don't know, sounds like its going to be read by whoever and maybe sent over into a mailbox with 1000 other complaints to sit and get an automated "gee, we are goofing, sorry" reply. I am just giving up at this point. Its not worth all of this strain. I do much appreciate all of the input in trying to help. I have such a labryinth of issues at this point I may just see what happens and then write a mother or all letters to someone who might actually care. I understand problems but geesh, this is off the hook!
ReplyDeleteSorry, I meant to say mother of all letters, I am not losing it, I am ready to, but not yet! I am enjoying this site though, I just wish I didn't have only bad things to say right now. The items are wonderful!!!
ReplyDeleteThis post is ancient, but hey I'm going to add my experience. In the three years or so I've been ordering from J.Crew they have cancelled one item on me and messed up two. I'd say out of 50 total items. Overall, pretty good.
ReplyDeleteJust yesterday I ordered a sale item where there was "only a few left". As soon as I clicked purchase, I went back to admire the item and saw it now had the "sorry, this is sold out" message. I thought, "oh great, no way I'm getting this". However, the very next day I'm at order status 'Complete' and individual items 'Shipped'. Guess they've really come along.
How's that for good news?
Well-written information. Very impressive and to the point
ReplyDeleteHave a look at my new blog Program 4PC DJ Music Mixer Crack 2023