Shipping on your red phone order is no longer free if you order both full-price items and sale items. Shipping is only free for the full-price items, and you have to pay for shipping on the sale items. I learned this the hard way (although they did refund my shipping since the sales associate specifically told me that I would get free shipping if I ordered a full-price item). This is a result of their system update - they've updated red phone shipping fees, too.What do you think of the new red phone policy change? Do you think the new policy is fair or unfair?
I cannot believe this! The CSRs in the b&M stores would always point me in the direction of the red phone as a way of satisfying me if they did not have something in the store at no additional expense to me! I am REALLY disappointed in this change!
ReplyDeleteTHATS AWFUL!!! The entire point of the red phone is free shipping. WHo cares whether is it sale or full price. If I go to the store and they dont have something but the catalog does I should be granted free shipping since I drove to the store to try and get it and they didnt have it. I would be happy if they sent the item to the store too. I just dont want to pay shipping fees. This could really stop me from ordering unless there is a code available and I have the financial ability that week to meet the minimum purchase!
ReplyDeleteI just found this out the hard way as well - and now the item I purchased is available for an extra 30% off. I know they can't win them all, but seriously?.... This has made me VERY reluctant to purchase anything from them.
ReplyDeleteI never really thought I'd have Jcrew to thank for helping me get over them. Sadly, that's the case. Disappointment really doesn't sum up my feelings - I guess I will let them know by saving my money.
Emily: I just want to echo what you are saying about being disappointed. Who can afford Jcrew any more? Full price isn't an option for most of us.
ReplyDeleteTo add insult to injury I'm home from Germany and this was something I looked forward to - being able to go to a real store and pick up some of my online purchases at my parent's house. (Sad I know, but everyone here clearly understands).
ReplyDeleteI used my rewards card from spending too much $ and now I'm officially finished.
From my point of view it would also help (this won't happen) if they would give clear cut messages rather than 'Just Ask' as to what has changed, because it's evidently a lot and not just website based.
When I went to the store I had a return, and they gave me a gift card and then the manager voided it and put it on my credit card. I didn't complain, but they no longer even had that option.
All of this just gets more complicated when you're finding things out the hard way. It's nice they know they have screwed up and I am sure they think it will blow over, but not in my case.
I also find it so interesting that they don't budge on things. Most people would be enticed by a small generous favor, like free shipping, but they aren't even giving that? And we're supposed to feel valued for 'sticking it out'... even with that I'm hitting them where it hurts and saving my money.
I really hope they don't follow through with this...with the removal of the FreeShip/NoMinimum coupons, it would really be adding insult to injury.
ReplyDeleteFirst, are we 100% sure this is a company-wide policy change? In the last month I've heard a lot from CSRs about "policies" when those "policies" clearly aren't used company wide.
ReplyDeleteSecond--and please don't misinterpret this because I think the red phone customers should continue to get free shipping on all puchases--I see even reduced red phone sevice as one more way that J.Crew treats customers with access to B&M better than web-only customers.
I was very lucky (knock wood) and didn't lose any money or orders during the "update." But I did very nearly get ripped off by J.Crew by paying $180 for an item that was $37 in the stores, and I had a terrible time getting the adjustment. All the other details I've b%itched about here before . . . it just makes me so mad that if I lived near a J.Crew store I could waltz in and use a red phone to get free shipping (even if only on regular price items). As a web customer I have to wait for a code with a minimum. And according to the CSR this discrepancy is a "policy."
Emily, you are so right. A small favor would make a big difference. Frequent free shipping coupons (no minimum) would do a lot to soothe my bad feelings about not getting access to the store sale prices.
ReplyDelete(Supposedly now they will adjust **if you are calling from the store** I guess they don't realize that some people have to shop the web because they have no store nearby.)
That is SHOCKING! How very dissapointing.
ReplyDeleteI've only ever ordered from the red phone twice - once was for my very first grown-up-person suit. The other was for a shirt that was on sale. That was four years ago and the woman told me that I couldn't get free shipping on it then because it wasn't a full-price item.
ReplyDeleteI wonder if that has given me a subliminal aversion to the red phone? :) I never, ever use it. But now that I know more about it, maybe I should.
I've ordered several times from the red phone and never had any problems. I hope that all sa's know the policy, though. Not too long ago, I ordered a sale item and the sa mentioned that if I added a full price item, the shipping would be free. However, according to others, that's not true. I agree that if I made the trip to a b&m for a specific item and it's not there, I should be able to get free shipping. It's not my fault that it's no longer in stock. Especially since I have to pay for parking since my b&m is downtown.
ReplyDeleteI was aware of this new policy last week when I went to the b&m store to see if the Ludlow wool trousers are there in my size and at additional 40% off.
ReplyDeleteI used the red phone and the csr does have my trousers in my size and of course they are still marked at the web price. I can have the store's discounted price, plus the 40% off but no free shipping, eventhough wanted to add a new Fall item to the order. It would be shipped seperately, and that was their new policy (it's also printed in black and white and posted near the red phone). I think it's okay, since I'm happy that my wool trousers (I bought two) fit well and I got a great price for it.
i think that new policy stinks and is unfair...it's kind of insulting...really, what's the difference between an item that is on-sale and one that is full price? you can buy a bunch of sale items that add up to the same price of one full price item...why make a distinction of on-sale or not...geez...it all goes in the same box. not very consumer friendly of jcrew...
ReplyDeleteSo much for that strategy...I will be ordering from the red phone a lot less now and waiting for online free shipping codes.
ReplyDeleteOkay - just to be fair (too late right?) the store's policy has been no free shipping using the red phones if the item is a sale price - meaning ending in .99 cents. It has been that way for over a year now at least. However, if an item is on a promotion, not ending in .99 cents, then the associate helping you just has to verify over the phone with the cust. service rep on the phone that free shipping should be allowed. Good luck.
ReplyDeleteAnonymous at 3:48 AM: Thanks for letting us know that an item not ending in $.99 but is a promotion can be eligible for free shipping. :)
ReplyDeleteI think what beachbum's comment is that you use to order a whole bunch of items (sale & non-sale) and you would get free shipping on the entire order. However, if you now order a bunch of items, the non-sale items will get free shipping but the sale items will be charged (regardless if you are ordering it all in one order). :)
Anon: Then I have to disagree I have used the red phone many times for sale items and I have always gotten free shipping and I have never asked for it.
ReplyDelete