This weekend, I went to several J.Crew stores in the area to take advantage of the additional 50% off final sales. I ended the weekend feeling disappointed with my J.Crew shopping experiences (which normally are wonderful for me). Without going into too much detail, I essentially felt like some policies were changed and not clearly expressed to customers (and even to associates)- leaving me frustrated and less inclined to shop.Therefore, I thought it might be worthwhile to share the following tidbits (which other members of the blog have shared before as well) to make the shopping experience a bit easier. :)
First, if you are at a brick and mortar (B&M) store and an item the store carries is on sale, but is priced higher than the same exact item online, the store WILL price match the online sale price. Moreover, the store's "additional percent off" can be applied to the item with the online matched price. For example: a blouse is for sale at your local store for $60, but J.Crew online is selling the same blouse for $30. In this case, the store can match the online price. Also, if the local store is offering an additional 50% off while J.Crew online is offering an additional 30% off, you should be able to receive the 50% off the $30 blouse since you are physically purchasing the item in the store.
Second, if you are using the red phone to order a sale item that the store does not carry (either the store does not carry the item at all, not in your size or not in your color), then you are NOT able to apply the in-store "additional percent off" to the red phone order. However, if there is an "additional percent off" promotion currently running online, then the red phone associates can apply the online "additional percent off" on your order.
Lastly, several J.Crew stores are discontinuing the application of the student/educator discount in addition to the "additional percent off" sale even though (1) those same stores use to allow both the discount and sale to be applied and (2) there are other stores in neighboring towns that still allow both the discount and sale to be applied. The main reason cited is that the "additional percent off" cannot be combined with any other offers. However, I do not know if the educator discount is considered an ongoing "offer" or a policy. (Unfortunately, it's not clearly defined online, as shown in the image.)Did I get those policies correct? If not, please feel free to clarify any points made. :) What are some recent policies that you learned about? Have you experienced any policy changes?
Last weekend a SA ordered the velvet ecole jacket over the red phone for me and had no problem matching the price (which was significantly less than online). I was also able to use my student discount with the other discounts the store was having.
ReplyDeleteI'm sorry that you had such a bad experience, my experience last weekend was so great I was just commenting to a friend today that in the bad economy this is why I still chose quality over cheaper prices, because of the great customer service.
I was just at the outlet in Leesburg, VA and they were having a sale on blazers. The one I bought (Bella I think?) was a % off plus I could use my student discount. I was thrilled! Seems to me that this combination is up to the sales accociate/individual store.
ReplyDeleteI purchased a necklace from the JCrew store at the San Francisco Shopping Center, which was cheaper online. They did not honor that price for me. I wish they had as it would have been a lot cheaper with the in-store discount applied too. I seem to find that it depends on the sales associate you deal with and what kind of mood they are in, which is a not always a good shopping experience :)
ReplyDeleteAlexis, I purchased several items at my "local" B&M a couple of weeks ago and discovered something quite interesting: J.Crew is now giving different names in-store to the same items they sell online. Here are two examples from my recent shopping:
ReplyDelete1. In-store Merino Lily Tank = online Tres Rosettes tank
2. In-store Camille Wool Bow Dress = online Tailored Wool Carrie Dress
When I discovered this, I immediately thought of mattress shopping, where the same mattress has a different name at every store. The reason for it is well-known in the mattress industry: to make apples-to-apples price comparisons impossible. In J.Crew's case, I would bet dollars to donuts that this related to their new Price Matching policies. What do you all think?
J.Crew likes to use the bait/switch technique on most of us. I've had several bad experiences via the red phone, in store and online.
ReplyDeleteI don't feel like J.Crew cares though, which saddens me. Their policies seem to be made up in the morning, and altered in the evening. But then again, no where on their website states what the actual policy is. Do they change it based on what kind of day they're having?
Come on J.Crew, we're loyal followers, but are kind of getting tired of figuring out why the square peg doesn't go in the square hole.
FSW, it should be consistent if they have the same style #....
ReplyDeleteI think the most important thing to remember is that associates are people too. They make mistakes & surely they don't all know the exacts of company policy. I had an associate tell me that I can't apply a student's discount on the red phone today, but I knew I could & I was able to. I didn't have a problem with that. The only part that truly matters is the attitude of said employee.
ReplyDeleteOn a bit of a different note, I usually shop at the flagship store at Rockefeller & service has always been consistently pleasant at menswear. The problem is at women's. I'm not sure why, but I've picked up things for a friend a few times & it's always met with an attitude. Is this usual for the ground floor at the Rockefeller?
Last Tuesday, I was able to place an order on the red phone with the additional 50% applied as well as the teacher's discount.
ReplyDeleteDoes this mean that the policy has changed within the last few days? If so, I won't bother making the drive to my b&m to place orders, and will be end up doing a lot less shopping in general w/jcrew.
Like Alexis, I also learned (sort of) this weekend that online will not match the in-store discounts, even if you are calling from a red phone. I called from home to ask if they would price match the in-store price and the CS rep I spoke to said they would but only if I called from a red phone. So, I drove to my local B&M and called. The CS rep I got on that call said they would NOT price match the in-store discount. After explaining to him my previous call, he did do it, "as a favor". He also admitted that they, CS, and the SAs in stores are not on the same page with this policy.
ReplyDeleteI was also told today that JCrew won't do a "we'll find it" on sale items, even though I've done two other ones this weekend (both sale items). So, still not sure what the actual policy is on this one...
I think the policy depends on who you get on the other end of the phone and where you shop. For the most part, I have been lucky to price match store prices and promos over the red phone and vice versa. I do wish that the policies were more consistent so that shopping wasn't a guessing game.
ReplyDeleteSmarty, I had the same experience as you. The CS people LIE. They tell you one set of rules, then you drive to the store, get on the red phone and then they tell you, oh, I don't know why so and so would tell you that, that's not the policy.
ReplyDeleteAlexis, I hope J.Crew writes you and spells out what the correct policy is, because like the others, I'm totally tired of guessing!!!!
Well, after working similar jobs, this is what I have to add. YES, there are rules, but some CS reps are urged to abide by certain rules depending on which manager is there at the time. It's the luck of the draw basically. Sadly, this is something that can't be fixed since everyone has a different POV on how far these rules could be stretched. So, just keep your fingers crossed next time.
ReplyDeleteJeff, your explanation, unfortunately, is not helping...we can't be making excuses for the lack of knowledge in the CS department. They really should be trained to get it straight...
ReplyDeleteI'm sorry, but that's just how it is. I mean, are you sure you want better "trained" CS reps? That just means you want them to be stiff on rules, which will render them immovable when it comes to getting what you want. I've had to deal with those on the phone before. They tend to give you quite the headache. If that's really what your striving for, go ahead. Call & ask for it. Maybe all CS reps will finally stop stacking student discount codes.
ReplyDeleteHi,
ReplyDeleteJust curious if this is normal for JCrew since I usually order from Nordstroms, etc.. I had a large order that was received last week and charged to my cc (the full amount). A few days after I received it, a temp authorization appeared for JCrew for $1.00 on the cc. Is this typical for JCrew? Should I be worried? Has anyone ever had this happen?
Thanks!
I don't think Jeff is the one voice for j.crew. I'd ignore someone who bats for the other team...
ReplyDeleteI went to JCrew on Saturday to check out the the silk taffeta skirt. It's in the sale section at 50% off. I was debating the champagne or pink color, but the store did not have my size in the champagne color. I decided to use the red phone, but I was told they would not apply the 50% off if I ordered it over the phone. Two weeks ago, the policy appeared to be different. They should really devote a section on their website to this issue.
ReplyDeleteIt's quite clear, jcrew isn't sure what price they're willing to let their clothes sell for, so they think it's better to monkey around in a bad economy...test the waters long enough and no one is going to want to go swimming in it.
ReplyDeleteAnon@1250 - great thought! I did not compare the style numbers. I will have to check that out and see if they are the same. I'd not be surprised if they are not the same, but thanks for giving me some detective work to do!
ReplyDeleteFSW
"IF we only knew what the policy was, we would tell you. The truth is, we've let our legal budget lapse and spent all our money on promoting the Merchant Prince and the Texan. IF you don't mind, we're going to keep you guessing. IF you only knew...we don't really know what we're doing."
ReplyDeleteWith ongoing extra 50% disc. in-store, i was able to buy some items at my local JCrew
ReplyDeletehere in northern CA for only $4.99 each as final price ... like the patchwork, floral yellow skirt & shorts from last spring/summer collection
a price so hard to get on-line (even if they offer us free shipping)
I agree that interpretation of policies varies from store to store, and from CSR to CSR, which can make shopping unpleasant. In NJ, I've been to four J.Crew b&ms, and in each one, the policy/discounts can be different on any given day. For example, in three of the stores, the educator discount is stacked onto extra final sale percentage, no problem. (I hope that doesn't change!) In the fourth store (this shopping trip was within a day of the others), the manager would not honor it, and the final sale percentage off was less than in two of the other stores. So, I decided which item in my hand was at the unbeatable price, and took that, leaving the other items behind. Later on, I found one of the items on line for less than what I would have been willing to spend for it had the manager been slightly more flexible. So go figure.
ReplyDeleteIt's weird to hear that applying "policy du jour" takes place with certain items (ie, the silk taffeta skirt "st" mentioned)--it's like they know they can probably sell it for more, and try to adapt policy to suit themselves. Everyone is looking to do the best they can in these tough times, I guess.
Alexis,
ReplyDeleteAll the policies you stated I have been told about as well. Also, I have had all the same experiences you have had. It is such a shame. I get very frustrated with JCrew sometimes. Yes, I will keep buying from them but I have cut the amount I buy from them....I don't just buy what I like or think is cute anymore...I really have to want it AND it has to have a good price or at least free shipping.
I shop elsewhere where I can get free shipping all the time and stack codes for basic items and get much better deals.
The problems I have had with JCrew have made me go out and look elsewhere and I have been pleasantly surprised with the clothing from other retailors. It has been good for me to shop around, vary my wardrobe and spread the wealth to other stores in this bad economy.
It also did not help that JCrew screwed up my presale order...that really did me in!
I went to a B&M yesterday and had the exact opposite experience, at least on the first two points. I *was* able to use the in-store 50% off for items the store NEVER carried by using the red phone, but the store REFUSED to match an online price for me (I did ask).
ReplyDeleteI didn't try to use a student/educator discount, but I'm sure they would have contradicted themselves again if I had given them the opportunity!
This is all very disturbing...as if it isn't hard enough already to *rationalize* non-essential purchases in the current state of the economy...J.Crew is making it more and more difficult to shop with them, especially when there are numerous other retailers offering fab deals on clothing that is the same, if not better quality. I personally shop at J.Crew because I WANT to...not because I HAVE to...I'm sure it's the same for many of their current customers, and something they should keep in mind.
ReplyDeleteThey really need to get their sh*t together regarding the education/student discount. It is great that they offer it, and I am thankful that I can use it, but honestly, I feel like every single time I try to use it they tell me something different! If it's not good for sale stuff, fine, but then they really need to make that their official policy and stick with it!
ReplyDeleteAll this policy nonsense has made one thing clear to me- don't shop there anymore! I used to like going and now find it a terribly stressful experience. Am I going to get the price offered online? Am I going to be made to feel like sh%^ when I ask for the extra discount they supposedly offer? If I order something online that is sale, will it fit (though no final sale helps, I wonder how much longer it will last)? These are questions I don't ask myself when shopping elsewhere. Sorry J Crew, your loss.
ReplyDeleteSome of the price in sale section has be lowed. Herringbone Fiona jacket is 89.99 for all colors now and City-fit stretch chino café capri is 19.99 for all colors.
ReplyDeleteabout the differing names for items, another example is the cashmere audrey dress (which it is called on-line) is called the alyssa belt dress in the store.
ReplyDeleteabout the differing practices, i totally agree it depends on who you get that given day. during the last private sale my PS kind of whispered to her manager if she could do the 20% private sale and my student discount, and he loudly told her it was up to her.
An associate at 5th ave store told me about 2 weeks ago that by placing an order over red phone won't get you price match with extra % off. I proceeded to place my order and got my beautiful soiree jacket for all of $60 and a dress for $60 (they had 40% off at the store, plus I used student discount).
ReplyDeleteThis past weekend I got both 50% off and student discount on 2 different purchases at 2 different stores in NYC. Very happy!
another item i think is the ponte pants that were available in only six stores and sold out so quickly in august are i hope the jersey knit pants that are waitlisted online
ReplyDeletei really wonder why they give the items two different names?
I went to the B&M at Easton center in Columbus, Ohio on Saturday and had a great experience. I was able to buy the dream jewel button cardigan for 50% the sale price, plus my educator discount. I don't know about other stores, but the store at Easton never has a problem with stacking my educator discount.
ReplyDeleteI am a long time J.Crew shopper and over the past 2-3 years have probably averaged like $800-$1k/month, which seems on a par with what other people on this blog spend. I cut way back earlier this fall when it was clear our economy was going nowhere good. I've had my eye on a few things though, so I went in this weekend to take advantage of the sale. When I was ready to check out with about $700 worth of stuff, I got a hard time about (1) even requesting to use my student discount along with the additional % off (how was I supposed to know policy had changed) and (2) making a $30 return. Yes, I had the receipt, but it was over 60 days - I specifically requested that the return just be credited towards my purchase (i.e., store credit). Well, the SA said they couldn't give me any $ back, and I'm not one to fight, but I merely pointed out the language on the sign right in front of me that said I could get store credit. He was clearly not happy, and got the manager, who also was not happy and deliberated right in front of me with another manager about whether to allow the return. I'm fairly non-confrontational, so I decided to leave rather than push the issue. Long story short, they lost a $700 sale (probably would have been about $500 with discounts) over a 15% promotion and a $30 return. They also left me with a bad taste in my mouth from being treated like a criminal for wanting to make a return.
ReplyDeleteI haven't been to Nordstroms in a while, but I went straight there after this experience and the difference was like night and day. The SAs were falling all over themselves to see if there was another discount they could apply to my order - literally. I waited while my SA ran to another register to grab a coupon code I hadn't even asked for. I spent all the money I'd intended to spend at J.Crew (and more) and got some awesome deals, with no attitude. If anyone's looking for some deals on cute work clothes and holiday parties, Nordstroms is having sales akin to what we see during the anniversary sale and semi-annual sale.
This one bad experience won't outweigh all the good experiences I've had a J.Crew in the past, but I've noted a definite trend towards making it more difficult, rather than less, for us to get good deals. In this economy, it's very hard for me to justify paying $14.50 to ship an order that would be shipped free almost anywhere else - it's like throwing money away. I'm not super attached to brands, and I have some very expensive pieces in my closet that I pair with stuff from the Gap, or heaven forbid, Target. I've decided to take a "treasure hunt" approach - J.Crew has always made it simple to pick out cute, coordinated outfits in awesome colors, but if I'm willing to put in a little time and effort, I can find similar outfits for much less. Today I'm wearing an outfit that's all from Nordstrom, Banana, and Target, and (if I do say so myself) I look like I walked out of a J.Crew catalog. But I saved a lot of money by looking for deals elsewhere. I have to think that J.Crew is going to wake up and smell the economy pretty soon, and will start being nicer to its customers, but in the mean time I'll spend my shopping dollars elsewhere.
Well put, Amelia. I spend alot less now on JCrew than I used to. They are due for a "rude awakening" at some point, and I'll be there to snatch up all the great deals!
ReplyDeleteBTW, anyone who's been reading this blog for a while knows what Jeff is all about. He's jaded, negative, arrogant, and annoying. I wish he would lighten up and relax.
amelia,
ReplyDeleteThanks for the post and I do agree with your comments...I posted something similar yesterday:)
You do not have to share but... what store where you at or what state? I travel a lot and want to steer clear of unfriendly JCrew stores...Thanks...that is my only interest...I usually just have time for a store or two before closing and don't want to "waste my time":)
It doesn't matter where you shop...most everything is made in similar factories in China. I look for nice, quality items and find them from Target to Walmart to fancy designer brands...I have a sweater from years ago from Walmart and people think it cost a small fortune!!! I love the shocked look on their faces when I say Wal-mart and they say, "I thought it was uber expensive:)"
ReplyDeleteAnon @ 10:28 - It was in the DC area. I'd rather not name the exact store b/c I don't want to get the store in trouble... I spend most of my undergrad years working in retail and I understand that SAs are only carrying out company policy when they decline to honor coupons or allow returns, and I would never want the SAs to personally pay the price for what is essentially a corporate decision. If you travel in the DC area often, maybe we can talk via email.
ReplyDeleteI can see jeff's point. It's clear that jcrew wants to eliminate deep discounting, code stacking, etc. It seems like despite a change in policy, some associates are still either going by old policy or flying by the seat of their pants. It sucks, I know, but if you complain to Dexler, what do you think the outcome will be? Do you think he's more likely to go back to the old policy, or put his foot down & enforce the new policy more strictly? I'd be willing to bet that it'd be the latter.
ReplyDeleteAmelia, I am planning to make a return in the DC area today...would you mind emailing me at amyereagin@gmail.com? I really don't want to deal with that. :/ I understand, though, if you'd rather keep it private!
ReplyDeleteI also have a question about returns. When you return something that you bought online, can they exchange for something in the store? OR do you have to return it on the card you bought it and then purchase the item separately? I'm asking because I used my rewards card for something and I want to exchange it, but don't want to have to go through returning it, then getting the rewards card mailed back, etc., etc. TIA!
BTW, I got some J. Crew-ish jewelry this weekend at Target for very little $$! I'm sure the quality doesn't come that close, but for more trendy items, I'm certainly happier paying $10 than $100...
ReplyDeleteTo Amelia
ReplyDeleteFrom Anoy@10:28
Thanks for the info. I completely understand...I have only traveled to D.C. area twice in the last two years and will be in IL, CA, and NC and SC in the next few months so I think I am OK for now:)
Re: pre-sale orders. I don't understand why Jcrew even bothers with pre-sale orders if they there is no confirmation number or reliable way of tracking the item. I've had difficulties with pre-orders in the past and will not be doing anymore in the future. I can't imagine Saks or Niemens's messing up their pre-orders.
ReplyDeleteWhen is someone from J.Crew going to comment?
ReplyDeleteAmy,
ReplyDeleteI was able to return and purchase on the same transaction this weekend, so I think you should be able to.
HTH!
^Thanks so much, Smarty! Was that an online purchase that you returned for an in-store item?
ReplyDeleteI don't know if it's just my store, but whenever I return things I've ordered online, they have to do it one by one, even if it's all on one receipt. One time, I had ordered the favorite fit chinos, in two colors and two sizes (four pairs total) and they didn't fit. When I returned them, I had to sit through four transactions. I didn't mind, but I felt badly for the sales associate who spent about twenty minutes ringing up my returns. One time, they were able to ring up multiple items on one receipt but every other time, it was rung up individually. Has anyone else had this experience?
ReplyDeleteAnony@11:16
ReplyDeleteI have only tried a preorder once this past week and it did not work. What a mess! I have emailed the lady twice who placed it for me but have not gotten a response other than it was placed. I emailed her back saying I was the one who place the order b/c she (or JCrew never did)after the item was available for 3 days on the website~!
What other company could get away with screwing up preorders and still have people buying from them...JCrew is really lucky if so b/c eventually word of mouth will get around...
Amy,
ReplyDeleteI returned two things from online (same order), one thing from in-store and bought one thing and they were able to do it all together in one transaction.
Melanie,
I have had the same experience as you, but only when I've had more than one online order to return from. They can (at least in my store) return all the items off one online transaction together, but each online transaction must be returned individually.
Anon @ November 10, 2008 10:23 AM: Serenity Now.
ReplyDeletealexis, I think that picture you posted with the policy sure does seem like a POLICY to me, yet they don't abide by that. I clearly says 15% off ANY store purchase but now they are trying to make it seem like a promotion that can't be combined. They need to change the wording then. It says policy and other coupons/codes always mention they can't be uaedd with other PROMOTIONS but the educator/student discount does say it is a policy! Jcrew, don't offer the policy if you're then not going to let people use it, even though you've led everyone to believe by the language that it's applicable.
ReplyDeleteHi there,
ReplyDeleteI recently experienced the no double discount for educatorswhen I ordered online. I had a promo code for 10% off, and when I emailed J.Crew to ask for my educator discount (which I had successfully done just two weeks earlier, as well as 3 previous times...) I was emailed back that I could not double up on my promos. When I wrote the SA back and explained that this was news to me, and that I had never had a problem before, I received no response and no credit to my account.
I also had a bad shopping experience at J Crew this weekend. I picked out a bunch of stuff and ended up leaving it all at the cash register without buying it because I was so frustrated.
ReplyDeleteI went to the J Crew at Columbus Circle, and ALL of the prices were significantly higher than they were online. At least 20-30% higher. They would not honor this price difference, nor would they apply the extra 30% coupon code which I had brought with me. They also would not honor a student discount. I am really tired of all these stupid changes, and I just can go shop elsewhere where the policies are CLEARLY ARTICULATED!!!
I am just DONE.
Smarty and Melanie- thank you!
ReplyDeleteThe factory store never gives me a problem using my educator discount on top of the percent off sales. And I had no problem using it at two separate B&M stores this weekend, in addition to the 50% off sale. In fact, I expected a problem and was shocked when the clerk handed me the 10% off for giving your email, explaining I could give it away because my educator discount would always be better and they could not be used together. But she explained the ed. discount could always be used on % off sales.
ReplyDeleteTo be honest, I don't know many teachers who could afford to shop at J.Crew regularly if the ed. discount could not be applied to sale merchandise. My salary is nowhere near high enough to shop there on a regular basis otherwise. One outfit would cost an entire paycheck!
Their policy varies with the employee :) Most of the time, the cashiers in my local store don't honor the online price and claim that they are two different systems. However, the manager will always honor the online price if I ask. I think J.Crew need a better policy training on employees.
ReplyDeleteYou know, I have become very friendly with the manager at my local store, and she knows I'm a teacher (I've been shopping at this particular store for about 10 years now), and yet never has she mentioned this teacher discount. I'm really glad I discovered your blog!
ReplyDeleteI used the student discount this past weekend at B&M store in Orange County. I got 30% off for the sale and an addition 15%. There were a lot of people in the store, so the SA had no time to argue or ask for my ID.
ReplyDeletei emailed j.crew about using the student discount in combination with the extra 30% off. apparently, whether or not the student discount gets applied is at the whim of any SA; there is no consistent policy across the board. see j.crew's response to my email below. my email to j.crew is at the very bottom.
ReplyDelete"Our apologies for any concern or confusion regarding the application of our education discount to in-store, or direct, purchases.
Because this discount is applied as a coupon, the guidelines for our
education discount, as will all of our coupon offers, disallow it being combined with other coupon offers. This does not include special reduced pricing that is available without a coupon.
To use your example; when prices are marked down 30%, the education
discount may be applied. When a price reduction comes by way of a
coupon, such as our recent EXTRA30 promotion, the education discount
should not be applied.
Any time the education discount is combined with a coupon, it is offered solely as a courtesy as a situation warrants and at the discretion of that associate.
This allows a non-expiring 15% discount for those in the education
system when no other promotion is available."
Original Message Follows:
------------------------
Hello!
I've been met with mixed information at different J.Crew stores regarding the use of the student discount. Most recently, one store running an extra 30% off of sale items allowed me to use the student discount in combination (and I have done this before); and another store
did not allow me to combine the student discount with the extra 30% off of sale items.