I know some of you are tired of seeing posts about the website, but I find this whole situation fascinating. C'mon, you know you do too! ;) I mean, who could have foreseen their website having these kind of issues a month later. Certainly not me. ;)I also post so much about this topic because (1) it is in the recent news concerning J.Crew (and this blog is all about the Crew) and (2) I find something new in each article which in turn I want to share with you. :)
"Thanks!" to Jackie N. who shared with us an article over at the Washington Post about J.Crew's website situation. (Click here for original "J.Crew says sorry" article by Ylan Mui in its entirety.) What I find interesting is the following two paragraphs of the article:
The heartfelt apology comes courtesy CEO Mickey Drexler and President Tracy Gardner. (But alas, no coupon or discount! A source inside the company said that was worried an big promotion would drive a rush of traffic that would overwhelm a system under construction.)
"He personally wanted to put his name out there as being sorry and letting everyone know that he is aware and working on all the issues to make sure we can get up to speed as quickly as possible," spokeswoman Margot Fooshee said.
First, I appreciate Mickey putting his name out there like he did. I am sure it wasn't easy to acknowledge what an e-commerce disaster the J.Crew system upgrade had turned into. I don't think anyone over at the Crew expected the system upgrade to take this long or have so many issues. Second, I appreciate that they withheld a promotion of some type in order to prevent more system order errors. At first, I thought they should have offered some sort of coupon for its customers. But now, after finding out that their system can't handle the push, I recognize it was a smart move on their part to avoid a promotion. (Although, I still think the smarter move is just shutting down the site for a week and get everything sorted out.) :)
What do you think about this article's comments? Do you think more or less of Mickey since he put his name out there? Do you agree or disagree about not offering a promotion of some kind now that you have read their reasoning behind it?
First, I could like to commend you, Alexis - I'm sure you have so much going on, but you're still at it, posting information about everything J.Crew (and on the off-chance, an off-tangent topic - which are helpful as well!). Thank you for working so hard on this blog! You ARE appreciated, believe me!! *hugs*
ReplyDeleteI do commend Mr. Drexler's attempt at apologizing for what has happened. I DO have hope that there will be something wonderful for all us J.Crew-philes at the end of this murky rainbow...
Eddie & Stretch's Momma: What are you doing up so late?! ;)
ReplyDeleteThank you for the nice comments- it has been a pleasure being a part of this community of J.Crew Aficionadas. :)
I also agree with you that I commend Mickey's apology and do hope there is an awesome sale for us at the end of the month. ;)
I *do* think there is much to be said for Mr. Drexler associating his name with the website issues. It's smart business.
ReplyDeleteSwitching gears a bit -- it always comes down to the bottomline. Stock has dropped 40% according to another article that was linked to the blog (yesterday?). Also amazing is that 30% of the company's revenues are from catalog/internet sales. I am not surprised. I just imagine it things are super scary right now. I'm certain the focus is on pleasing the shareholders. So coupons are the last thing on their minds. *lol*
eddie & stretch's momma: Ditto to everything you said! I too appreciate all that Alexis is doing for this blog! I am as addicted to reading/responding on this blog as I used to be getting up early in the morning to check the J Crew sales page! :)
ReplyDeleteI'm glad they acknowledged it. ('ve been one of the lucky ones as I've received all of my orders since the "upgrade," but I think the apology should come with a public commitment to do something for those who've lost money or merchandise. I also think the apology would have been better as a PR statement if it had included an affirmative commitment to extraordinary service in the future (I understand why they wouldn't want to offer another deal right now).
ReplyDeleteAs I posted in the other thread, I still have a problem with on-line customers not receiving deals offered to in-store customers. (I wouldn't even have know about this situation if it weren't for all the great information-sharing on this blog.) I don't think J.Crew's response to my inquiry was adequate but plainly they have bigger stuff to worry about.
P.S. Loved, loved the stories about smuggling packages past the husbands. I employ many of the same techniques!
I don't think a week would be nearly enough time to get things right. They just started shipping to Canada after a MONTH of this changeover. Who knows if anything is shipping to Japan? Can you imagine the shipments they've accumulated in that time? The boxes piled up? They need to get over this horrendous shipment constipation before things start moving smoothly again.
ReplyDeleteHi Alexis,
ReplyDeleteThank you for your hard work to share all useful info with us! Also, I do like your positive comments to any remarks:)
I just wanted to know the reason behind J.Crew IT issue - simply out of curiosity (not try to blame J.Crew).
I found another article: J.Crew brought tech operations back in-house. It seems that J.Crew decided to terminate its outsoucing contract with Electronic Data System (EDS), a third party which provided services and administrative support for most of the information systems in headquarters, stores, and distribution and call center facilities. Then, J.Crew tried to upgrade system by themselves.
http://www.informationweek.com/news/management/outsourcing/showArticle.jhtml?articleID=196901571
If this article is true, it sounds like that CEO refered to this decision as a "mistake" in his apology letter.
The J.Crew and EDS article was written in 2007. But the article said that the contract made in 2001 was supposed to be expired one year later (=2008). So I guess that J.Crew upgraded system in-house and encountered issues, but can't bring it back to old version because the contract with EDS was already expired... It is just my guess, though.
ReplyDeletehttp://www.cbronline.com/article_news.asp?guid=C005E33A-4D7E-45BF-9C6A-5496F45B5978
This situation is beyond ridiculous. I sent an e-mail hoping to get information about an order I placed two weeks ago. After 3 days and no response I decide to call. After waiting more than an hour on hold, I finally get a CSR. Wouldn't you know it? The CSR who took my call was an e-mail person. This explains why e-mails aren't getting answered. They're all on the phone! If you're hoping to get some service, DO NOT E-MAIL THEM. They won't answer.
ReplyDeleteAre there chimps running this company now?
hi alexis: i wrote this in another post but i'll say it here too - that you're doing a truly FABULOUS job with this blog! as you said, who could have forseen that this web upgrade could be such a disaster!! :)
ReplyDeletei also find it fascinating especially since i've done website user interface testing before - i have wondered the heck happened with jcrew's site since it has taken so INCREDIBLY long to fix the problems. naomi's posts seem to have possibly explained the problem...wow.
it's great that Mickey Drexler apologized...he needed to say something considering what has happened...and i agree that now's not the time for a promotion. i haven't shopped online in over a month and it will be a while before i feel comfortable doing so again. ;)
Alexis: You KNOW that I think you are just FABULOUS and I think the blog is AMAZING! We are really fortunate to have an outlet to discuss ALL things J.Crew!
ReplyDeleteNow for my comment on this thread...I am glad to see the issue actually getting press. I am also glad that Mickey made a public apology on the website, but do feel it should have come earlier, as opposed to 4.5 weeks into the fiasco, I mean upgrade. I don't think they should have offered a coupon or extra percent off with it, as they cannot handle the orders they already have, and that would just add to the caos that is going on. I do think that a coupon for orders placed once the website is able to handle the load IS in order, and should possibly have been offered or at least needs to be offered a few weeks down the road. I do know after speaking to my rep yesterday, that J.Crew has done major hiring this past week for phone staff, so that the "higher level" CS and SS reps can spend their time actually addressing and trying to fix the trouble with the orders.
I'm glad they got a public apology out there, but it should have happened a few weeks ago. And I also think that they should give some sort of coupon code. Maybe not to the general public, but to everyone who has ordered since the "upgrade."
ReplyDeleteSince the sale section this morning is displaying JSP_EXECUTION_FAILED every time you click on an item, I fully agree that driving additional traffic to the website would do more harm than good. (And to think I placed an order yesterday -- a friend and I split one of the free shipping for $150+ orders) Let's face it, putting yourself out there and admitting a mistake is not easy.
ReplyDeleteThat said, I think J.Crew has lost a lot of goodwill over the past month or so, and since they ARE known for exemplary customer service -- which they have demonstrated despite all this craziness -- I'm sure that once everything is back up and running smoothly 100% of the time, they will do something for us. And even if they don't, they have gone above and beyond to give something back to those who have been affected the worst by this mess.
Alexis - You do do a fantastic job and I love the blog - After only a week!
ReplyDeleteThanks for posting this. I find it fascinating too, from a business perspective. First of all, think of the excitement and energy that was pulsing at J Crew as they got ready to launch their wonderful new website. Then crash - and the excitement turns to disappointment. As problems continue disappointment turns to dread and a company crises. I would imagine that jobs are now on the line and summer is ruined for a lot of people. And I am just speaking about the employees. Now add the customers. It is really an unbelievable situation from any angle.
Also, and I am not trying to be insenstive to any organ donors - but it almost seems like an organ rejection. No matter what they try, it does not work. The website, order processes, shipping. It almost seems like it can't be fixed!
I have never heard of something like this anywhere else. It wil be a cautionary retail tale for years to come.
Naomi: Thank you so much for sharing that article with us! I will be sure to use it. I too find this whole situation interesting. :)
ReplyDeleteFabulousFloridaMommy & Jenn_Brak: Thanks again for the nice comments- they are very encouraging! :)
Naomi: I am going to post about your two articles tomorrow! I think they are great and deserve its own post! Thanks again. :)
ReplyDeletehello, all
ReplyDeleteI, too, find it fascinating, but it DOES seem like Mr. Drexler was perhaps unaware of the extent of the issues up until this week or so... so I am confident that they will do whatever they possibly can to win back the loyalty of those who have found their loyalty waning, due to their issues ordering, etc.
big fan of the site, you gals are a laff riot!.. (Alexis, staying anonymous but.. I've emailed you here and there. ;o} )
Well, it was as we speculated.
ReplyDeleteI am also fascinated with this debacle!
Alexis: I also think your opinions are right on!
I think they should do some kind of "future" promotion, similar to Ann Taylor Loft (or for those of you with kids, Gymboree's Gym Bucks), where they give you $25 off $50 (or a similar amt) during a future specified time. That way, it may placate some of us who have had issues and also give them time (and a deadline!) to get the problems under control.
ReplyDeleteWell, Alexis, the J.Crew site USED to be my first stop every morning, but now this blog is front and center on my bookmark tool bar. Thank you for waving the banner of belief in J.Crew despite all the recent drama!
ReplyDeleteI am among those of you who troll the site each morning, hoping to find items I have been lusting after. If they are marked down significantly, so much the better. I recently realized that going through the sale items page by page offered many more choices than merely clicking on the set categories.
Yesterday, I noticed items from last fall showing up, including the Alexia heels and Somerset tote showing in the blue and brown Windsor print. This print was akin to my Pavlovian response last year. Any time I saw it, my heart raced. I still go to Ebay hoping to find the tote up for sale. It is the one item I desperately wished I had gotten last year but had to pass on at the time.
My idea for a post is to ask others what was the one item they missed last season/year that they SO desperately wished they had gotten?
By the way, the picture of my tote on the site is a big tease. Nothing came up yesterday, and today it lists the midnight ivory as being available. I believe that is the library print that just didn't do it for me. Oh, and it's listed at $158!
Any people pining for J.Crew love lost?
JaneK
Good morning, all! I would like to echo the sentiment that this blog is now my first stop as opposed to the J.Crew site. You have got us hooked, Alexis!!
ReplyDeleteIn addition to my earlier post, I was starting to wonder why the press hadn't picked up on this sooner, given the bigger role J.Crew was (supposedly) taking in the retail industry.
FFM: I recently called into CS and got a nice, young lady who said that she likes the new website, but she really didn't see and was not familiar with the old one. I then proceeded to teach her in the old ways of the J.Crew of yesteryear and how it was so much simpler then.... =)
Hi, JaneK! There are so many items from past seasons that I so regret not jumping on when they were available. One of the many is the coveted and loved Bella jacket. =( I loved the Sadie coat too; such a fun cut! The San Remo silk dress was darling as well...gosh, I could go on and on!
ReplyDeleteJaneK: What a great idea for a post. Y'all know mine. Those bromely boots.... sigh.....If jcrew makes them agian this year I am buying them!
ReplyDeletejanek: the item I regret not purchasing is the bella jacket. I am now watching them on ebay. I also loved the windsor print and regret not getting something (anything!) in it. I learned from my mistake, though. I loved the fiji print this spring, and when it went on sale, the second they did an extra % off, I ordered it and I love it. Now, I can't wait to wear it (got the cardigan and until school starts, it's too hot to wear out running around).
ReplyDeleteJaneK, I totally overdid it on the Windsor peacock print: I have the ballet slippers, cardi, hair band and clip, sash, tote, and umbrella. (Needless to say I don't wear them all at once). That means I DIDN'T buy the Emma dress, the halter (which seems to be quite rare) and the Alexia shoe. But when I saw the Alexia up on the sale site I seriously considered it--they didn't have my size. And I'm watching the Emma dress on eBay . . . . How cruel of them to tease you with the picture of the tote!
ReplyDeleteMy long-lost J.Crew item is the Bella in azalea. So foolish not to buy it when I had the chance. There is a 10T on eBay but that's nowhere near my size.
hexicon: I do truly wish I had bought that pattern. It was great and I know we wont see a blue that gorgeous for a while :(
ReplyDeleteSo, speaking of my Lucia ballet flats in Windsor Peacock, yesterday I got my Clea ballet flats in the flame/black striped silk. They are totally flimsy--the Lucia and even the Barcelona had some structure but the Clea barely stay on my feet. I will have to put an insole in them. They weren't worth $118 full price and I now think $71 on sale was too much.
ReplyDeleteHexicon- I am quite envious, in a friendly way, of your extensive Windsor collection. I myself only have the sash, and I look at it and wish it was the tote. Hmm..someday.
ReplyDeleteI have a question about your flats.
Last year, I got the metallic Marsalas dirt cheap. I am a straight size 6, and these things are torture chambers on my feet. I have heard others say that J.Crew flats run small. Have you found this, as well?
I am eyeing some of the sale flats, and I don't want to pay money just to give myself foot deformities.
Thanks for any info!
Ahh that peacock print from last year! I have the cardigan and I LOVE it - so cute and its not strictly a "fall" print.
ReplyDeleteAs for the ballet slippers, I find that J.Crew's run narrow and a bit larger (length wise.) I'm usually a 7.5/8 in ballet slippers, but I have a 7 in a green patent leather pair (can't remember the name). Those were one of my best purchases - from $150 to $27!
Jane K,
ReplyDeleteIn general, I have found that J.Crew shoes run very true to size and I can order a 7 with confidence. The only exception is that some of the open toed D'Orsay (which means open-sided) evening shoes (like the Hadley) run quite large. On last fall's Danielle, for example, the site recommended to size down. I have the Barcelona (three pairs in various colors and materials), the Lucia, and now the Clea, and I've found them to be a consistent fit--the Clea seems large just because it is so floppy.
Re foot deformities, I recently went to a podiatrist (early middle age sucks!). Although he advised that I should definitely wear better shoes, he told me that a lot of foot problems come from one's own anatomy/alignment and the breakdown of collagen in the foot's connective tissue rather than shoes per se. As if I wasn't already worried about the breakdown of collagen in my face! Fortunately my orthotics fit into my driving mocs!
janek: I have a wide foot and I bought the marsalas last year as well. Total torture! I tried stretching them and that didn't help. So, they are going to consignment. I have the pink and green paisley from last year (can't remember the name of the ballet flat) in my regular size, and they fit fine. I recently tried on the penelope ballet flat and last year's lucia flat, and going up 1/2 size worked well. I will definitely be buying the penelope this year when they go on sale (or get waitlisted!). Is there a b&m close by where you could try on some shoes?
ReplyDeletemath teacher- I'm a teacher, too! Yeah, summer!
ReplyDeleteI live in Minneapolis, so there are quite a few stores around for me to go to. With two little ones at home with me, the web site is more accessible at times.
I will have to make a quick stop this weekend and try some on.
Thanks for the advice!
janek: doesn't it seem like this summer was shorter? Maybe it's just because this was the first year I've ever gone to school in June! We are starting later than normal, but it still seemed too short. Don't we wish we were in higher paying jobs so we could buy more J Crew? :) I need a DH to help me pay the other bills so I could have a bigger clothing allowance. :P
ReplyDeleteGood luck on the shoes. The marsalas taught me to not buy any more of their shoes without first trying them on! I have to have comfort at school.
math teacher- My husband is a teacher, too, so I have to really love something to pay full price. Last year, that was the Bella for me. I got it in the store in the riviera, and actually wore it for school pictures. I don't regret that purchase at all, because that color then went on backorder until January!
ReplyDeleteI got SO many compliments on it, and I don't think the Ecole is anywhere near as charming.
Summers go faster and faster every year!
My students kept asking me why I was wearing those pretty gold shoes when they made me limp. I said, "Frankly, I have no idea!" I hope I wasn't instilling bad fashion habits to my elementary children!
What age do you work with?
janek: I teach 10-12 grades. Mainly college prep, which is fine with me. I taught honors one year, and the parents were not fun. I like the lower level kids, but the apathy is hard to deal with.
ReplyDeleteI had the purple velvet bella waitlisted, and I canceled it. I just couldn't deal with paying that much for a clothing item. Of course, I'll pay that much for a Coach purse . . . funny how I can rationalize that purchase. Had I loved the ecole, I would have bought it. I did pay full price for the tartine cardigan and I don't regret it. Although, more colors will wait until a mark down.
janek: I meant to tell you that I take my flip flops to school on days that I wear not real comfortable shoes! :) Then, during my planning period and right after school, I change. The things we do for fashion. :P
ReplyDeletemath teacher: what color tartine did you get? I absolutely LOVE that sweater. I think that FFM did a Polyvor set with the Persimmon one (or was it Rhubarb?) and the gray Marcella and it was stunning.
ReplyDeleteBTW...I totally agree that summers are going faster and faster. I hate this because I really do love having my boys at home with me. I am going back to subbing this year (as I already told you) so I am rationalizing all my purchases as "back to school". LOL.
jcrewjunkie: I got the rhubarb tartine. It is a very nice shade of pinky red. I would love to have more, but will have to wait for a sale. I know I shop a lot for back to school. I always feel I deserve at least a new outfit for the first day. That feeling must date back to being a kid in school; mom always made sure we had a new outfit for the first day. :)
ReplyDeleteAnon at 9:13AM: Happy to see you posting! :)
ReplyDeleteJaneK: I hear you about "use to" checking the J.Crew site every morning! :) Also, I will definitely use that post idea of yours! There are so many pieces I regretted not getting. :) I also find that J.Crew shoes run true to size. :)
Eddie & Stretch's Momma: Thanks for the nice comment about the blog! :)