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
If you received this email from J.Crew, please know that you are not the only one. Your orders may or may not be affected by this. I think this is a general (CYA) email. ;)
Did you get this email? Are your orders still being delivered on time and complete?
I too received this email. This was in reponse to my second ever J. Crew order. I'm not impressed. I ordered items for myself and two friends. Thankfully only my order was affected. My disappointment here is that i'm Canadian and i had our things shipped to a friend in the US for pick up this weekend. And, though one of my items is still available it likely won't get to my friends place by Friday. :(:( So sad....and disappointed.
ReplyDeleteI didn't get the e-mail, no surprise there! But the same thing has been happening to me (several times). Items have been canceled that seem to be in stock on my end and on the CSR's end. I'm still watching my cc charges closely. I am so afraid of being charged multiple time for the same item (or lack there of). Weird!
ReplyDeleteI didn't get this email, but then I haven't placed any orders for a couple of weeks until this morning, and that was ONLY because the Jacket I ordered is a web/catalog only item and the price was reduced by $20...almost not worth it since they couldn't find the order under it's original number even though I was charged, and I was on hold with CS for almost an hour today trying to get it sorted out. After being given 3 different order numbers it is finally showing up under Order Status as Open...time will tell...hope I DON'T end up getting this email afterall. I really DREAD ordering online now (even MORE after this morning's fiasco), and my store doesn't really carry any of the merchandise that I want to buy, so I think I am pretty much just NOT going to buy anything right now...sigh...I miss the *pre-ugrade* days...
ReplyDeleteI didn't receive an email, but I find it refreshing that at least someone is making an effort. The "proof is in the pudding" and I would love for anyone who did get this email to follow-up with what kind of service/shipping they received. I so want JCrew to get it together.
ReplyDeleteOT: but I got two JCrew catalogs today (DH is the other addressee). Did some of you get an additional discount, greater than the 15% apology ("FALL")? I hope some of you did - I didn't, but I wasn't deserving. No hold-ups on orders yet (knock on wood!).
Interestingly, I got my Boden catalog today as well. In addition to the same JCrew model ("Anouk") there are a number of styles that are very similar to JCrew's - just not in the jeweled tones. Prices are between 15-20% less than JCrew,,,,interesting. I also got the boden offer of buy 3 get 4th item for $1. Wouldn't that be something if JCrew did something similar? :)
I was just looking at Boden trying to figure out what three items I would get - if I could afford to order anything after my Fall J. Crew spree!
ReplyDeleteanon 4:50 - When the item finally arrives get your friends to send you the package as a gift, that way you don't have to pay the duty.
ReplyDeleteI have stopped ordering for now, 15% off is not worth the headaches that you have to go.
This is a disaster. I got the email and am now wondering what I am going to get 2 or 3 of since I had both CS and re-ordered things myself. Not to mention anyone who went to local store and bought item they were told was cancelled is screwed. What are they thinking?! This is only going to make their mess even more horrible. Crazy, this is getting out of control. Heads are rolling for sure. They are going to lose a ton of money on this one in wasted shipping & returns. If I were a CS rep, I would just look for a new job now, they have got to be going nuts.
ReplyDeleteI received this email, and when I called CS they advised the suit jacket that matched the pants I had also ordered was not available any longer, so was cancelled Bummer). The pants were on their way. I requested that they find me an alternative jacket in the same wool gabardine, same color to complete the suit, which they willingly did. That jacket is on its way and I already received the pants. They waived the shipping charge as well at my request. So overall, they handled a disapointing situation fairly well.
ReplyDeleteI haven't gotten this email (yet), but I'm getting more and more nervous about orders, rather than feeling better as we all should after two months of this mess! I'm almost scared to open boxes to see what is actually isn't, and what is...
ReplyDeletewill the ever get it together? I'm over the surprise element, and want the old reliable jcrew back...
I didn't get this email but did get an order delivered yesterday. Checked all the items carefully and discovered that the "flame cosmetics case" which is a small laminated cloth case was listed and the sticker for it was on a bag with a very elegant calf hair belt from JCrew Collection. Totally different item numbers and I wouldn't think the same price points....what to do now? not that I care about the cosmetics case.
ReplyDeleteI didn't received this email. Although I was upset that some of my orders/items were canceled. I do not hope to receive them now--Because after the cancellation, I ordered again and received those. So I actually hope that the cancellations were for real. I don't want to have several duplicated items!!!
ReplyDeleteI didn't get this email, but I did get the one, referenced in that email, a few weeks ago saying some of my orders were canceled and that I would receive a follow up email detailing which orders. Which, I never got.
ReplyDeleteAs much as I would love to start doing some fall shopping, and I'm an avid jcrew.com customer, I definitely won't be ordering anything until there's some sort of confirmation that the issues are worked out. Completely. Several weeks ago after another botched order, I called CS and they said that the issues were worked out....clearly that is not the case.
Is there any kind of ETA on when things will be running smoothly again??
ffm: What jacket was it that was reduced by $20? I can't get into the site to find out, but if it was the Jacinda I ordered it Sunday and I wuold like to call and get an adjustment.
ReplyDeletejacquelyn: I ordered the Chino Cooper Jacket in British Khaki, item # 96789...it was $98 but got reduced to $78 today. I also received my educator discount. :) I checked the Jacinda for you and it is still at $148.
ReplyDeleteAlso, does anyone know if I can get a price adjustment for something I ordered online that is cheaper in the store? I ordered the cord skirt on Saturday because my size is not in store. If it is cheaper at the B&M (which I read in another thread) I would like a price adjustment.
ReplyDeleteThanks!
I did not receive this email b/c I did not place an order this past weekend. However, I placed on order on the 7th that has never come. JC thinks it has shipped but UPS says they haven't received it. JC is doing a search for it. And, they have plenty of the item in stock. The cs I talked to today told me that if they sent me another one, I would probably end up with 2. So, she wants me to call back next Monday or Tuesday to see if they've found it. They have already charged me for it and credited me 30% b/c it has taken so long. But, I just want my tunic!
ReplyDeleteWhat is B & M store that is mentioned on your blog frequently??
ReplyDeleteanon at 6:40: "B&M" refers to the physical store (or "brick and mortar"), as opposed to the jcrew website..
ReplyDeletemolly: Don't you have the Martine Cardigan? How is the sizing on it?
ReplyDeleteOkay, so add me to the long list of people who received this email. I was expecting an order today; did it ship a day late or ...? Come on J.Crew you were doing so well for me lately. My PS left for a week's well deserved holiday. Guess I might be waiting till she returns to find out what's happening.
ReplyDeletejcrewmommy: I was just wondering if they would still honor the b&m extra %. There are a few things I would like and I can't get to my store until Monday. By then, they may be gone. Maybe this new policy is finally in effect, or is it still the luck of the draw?
ReplyDeleteYes, I got a large and it fits nicely. I take an extra large in Jackie for comparison.
ReplyDeleteI received this e-mail as well. After getting the original cancellation notice, I re-ordered the item the next day but in a different color (the color I really wanted was unavailable). So, it looks like I may have two of the items I wanted in different colors. Fortunately, I don't having two of them.
ReplyDeleteI received one, and a couple of hours later received an e-mail confirming that my item was shipping. Both e-mails came too late because I called CS as soon as I got the cancellation e-mail and had them locate and ship the product from one of the stores.
ReplyDeleteI think the e-mail signals what a major SNAFU the cancelled orders were for JC. Guess its one thing for customers to have difficulties placing orders through the website, but its an entirely different matter when the inventory system starts canceling booked sales the first weekend after the fall roll-out!!
FFM: I purchased the grey Martine in a medium. Its a boxier shape but still fits like a traditional JC cardigan.
I received this email. However, I did not place an order this weekend - I am still waiting on an 8/9 and an 8/15 order and sent emails complaining this weekend.
ReplyDeleteThen I got an email saying everything was shipped except one item.
What really BUGGED me about this email is the way it was addressed:
Dear LASTNAME.
I know this is off topic (sorry) but I think the Crew is adding more stuff to the site. I see cashmere ballet flats in the shoes now, and I did a search for cardis and found item 98781, merino rose cardigan. It is really pretty!! The ETA dates on it though are very strange. What is up with all of the WAYYYYYYY off in the distant future arrival dates?!
ReplyDeleteOMG, that is beautiful. How did you find it?
ReplyDeleteMolly, I just put "cardigan" in the search field and found it amongst the pages. I also just searched "blouse" and found a snow leopard Harlow blouse I think is new too! (item 97954)...am I nuts? It is new right? Go search by a very common term and see what you come up with! Alas, I searched "scarf" and nothing new came up.
ReplyDeleteI was debating about opening a jcrew credit card for the first time discount to buy a new peacoat, and I was wondering if I can use the apology coupon ( FALL) and double up the discounts and get 25% off. DOes anyone know if i'd be able to do that?
ReplyDeleteThank you!
mags: The last time I was in my b&m, I was told that I couldn't use the teacher's discount with the extra ps percent, but that the 10% cc discount could be used with it. However, that's a different discount then FALL. I would call and ask if no one here knows the answer.
ReplyDeleteI'm finding all kinds of crazy stuff using the search - things I haven't seen on the site in ages, like the spotted cat sweater and the chain link sweater, and they are all my size. Dare I order them? Or is this a twilight zone phantom site that will laugh at me when I try to submit my order?
ReplyDeleteMolly, I'd think the newer items would be more likely to be in stock vs. old sale items. But that is just my guess. I sent a PS a ? re: the merino cardi's arrival date.
ReplyDeleteIn response to the last "we screwed up" email, I emailed a complaint about the fact that I was charged for increased shipping (the price for over $150) even though most my order was cancelled. The next day, they sent me an email refunding the entire shipping costs also, so at least I got free shipping.
ReplyDeleteInteresting. I can't access the site in Safari on my Mac, so I used my other computer and can get in using IE. Anyway, I noticed when I searched for "skirt" that the belle skirt has "selected colors on sale" but when you click on it, none of the colors are the sale price of $59.99
ReplyDeleteI looked at the merino rose cardigan and it is cute but I would wait for a sale. It just seems like a cardi with appliques.
Check out the "sketchbook roses belle skirt"---so pretty! I think it is the skirt I have been stalking since I saw it in the August Lucky.
Yep, that skirt I mention above is the one I have been stalking. Too bad it only goes up to a size 12. Why does J,Crew do that?
ReplyDeleteholy moly - I just saw the snow leopard harlow. I want that shirt!!!!
ReplyDeleteKater, it's in my cart as we speak!
ReplyDeleteI didn't get the email, and I reordered, so now I am wondering if I will get 2 of the same, or if my PS didn't put in the second order.
ReplyDeleteOn the new blouse and cardigan. Seems like they must have prematurely loaded those items into the inventory system, and they are available in the search, but are not indexed into the categories yet. That's a neat trick, as even if I don't order now I can get a sneak peak of what's upcoming.
BTW, more markdowns at stores, and it's 40% off final sales at stores. They added the hammer silk tank, and a store only grey silk dress (ella) that ended up $48 instead of the original $125.
si anyone suspicious of the fact that they've got all these great sweaters that are "on sale" and have a lot in stock?
ReplyDeleteanon @ 11:04 - the hammered silk tanks were on sale in your store? yay! how much were they marked at?
ReplyDeleteThis is just the WORST! Cancelled orders! JCrew....is in BIG trouble I predict....they aren't going to last long at this rate and in this world of the next guy is bigger/better...on to greener grass for me.
ReplyDeleteMolly, I LOVE Boden. The quality is what JCrew, in my opinion used to be, also their slogan is good clothes, great times...I haven't been having a great time shopping online at JCrew recently....I just got my Boden order this morning and am loving everything I got for fall. Also, in the sale section at Boden I got these really neat embroidered skirts...brown one with bead and white one with little black squares...too cute and perfect to wear this fall with boots and super price!
ReplyDeleteKirbydog, where you able to reorder your Astrid?
ReplyDeleteI got the email, but also received a phone call from J. Crew informing me that the dress I ordered was unavailable. I have tried 3x to order this dress. In the voicemail, they had the nerve to suggest another dress that I should order!
ReplyDeleteI didn't get the email but my order of August 18 still shows as being open. I emailed J Crew Customer Service yesterday to find out the status of my order and I have yet to hear from them. Nice! Shouldn't an order from 10 days ago have shipped by now?
ReplyDeletePrior to the website upgrade, I was a fanatical J Crew shopper - I would easily place 3-4 orders on any given week. All 6 orders between June 29 and July 7 (totallying $700) were eventually cancelled by J Crew on July 19. I didn't receive any of the items I ordered and was throughly disappointed with J Crew. At that point, I decided that I wouldn't shop J Crew ever again.
However, on August 18, I thought I would give them another opportunity to redeem themselves. I am now regretting it.
To J Crew, What do I need to do in order to get my online order of August 18?
Thanks for letting me vent.
KG
OT: Does anyone know why J Crew offers different discounts online and in the actual stores?
ReplyDeleteI live in Canada and the closest J Crew is a 3-1/2 hours drive away - 1 way. It is not convenient for me to visit a store regularly. I know that I am not the only person who does not have a J Crew located near them.
So, my question to J Crew is, why do you as a company offer different discounts online and at a b&m store? J Crew's competitors consistently match their discounts online and in-store, ie BR. Why can't J Crew do the same?
I feel punished for not having a J Crew located near me - when in fact, I have no control over where J Crew decides to build their stores.
This is so frustrating!!!
anon 12:00 - Have you tried phoning CS and asking to contact shipping to see what he status is on your order?, maybe they can get in moving for you, that is what I had to do.
ReplyDeleteanon 12:17 - The prices are different because JC knows not everyone has a store nearby, and WE ARE willing to pay fp.
I am a bride using JCrew for my girls' bridesmaids dresses...we had just ordered the final two dresses (after a lot of ordering/returns to find the right sizes) when I got the cancel notice! One of the dresses was "inventory canceled"
ReplyDeleteI immediately called Jcrew customer service because I can't just have 3 girls in a plum dress and the 4th bridesmaid in something completely different. They found the dress, and ordered it for me, but I had to call back AGAIN so they wouldn't charge me for shipping twice.
Now, it looks like I will have an extra dress coming...grr...
As for the differing prices online and in-store, I am kind of OK with that. Say for some reason a certain style or color is just not selling well at a B&M single location, or they got a bunch of returns of a dress in an ugly color. Instead of lowering the price for ALL stores and online, they have the flexibility to lower the price in that one store to clear it out.
Anonymous @ 12:17 I completely understand your situation. I haven't been in a store since Feb. 07 in San Diego. I do almost all of my J.Crew shopping on line as well.
ReplyDeleteI've heard rumours of J.Crew moving into Canada. If and that's a big if, I'd expect them to go to Toronto, Montreal or Vancouver. Possibly the West Ed mall. I wonder if that happens will they change how they ship to us.
For some strange reason my order shipped on Thursday, hit the border and then was sent back to J.Crew. I contacted my PS and it was resent. I'm thinking it was either the shipping company's fault or some odd glitch. Or is the Canadian government concerned with the amount I order?
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