"Thanks!" to Hi, I'm Erica! (in the this post) who came up with a great topic for a post. She suggested a discussion on shipping and orders (whether we are getting our orders on time, right items, etc.).Many Aficionadas and Aficionados have discussed (throughout posts on this blog) about your online and catalog orders- both the good and the bad. This post might be useful to see what is going on- if there are improvements or ongoing issues to be aware of.
I have not ordered online as much as I use to pre-upgrade, so my experiences may be somewhat limited. (To be honest, I have been buying less overall. If I do purchase from J.Crew, it is from the B&M stores.) The majority (approximately 90%) of the items I have ordered online, I received problem free. The rest of the time (that pesky 10%) involved orders that got canceled. (E.g. "In stock" items purchased where canceled, and then available the next day for sale.) Overall, my impression of ordering from J.Crew at this point and time is (1) that order fulfillment is getting better at J.Crew (even though things were much better pre-upgrade) and (2) I have the expectations that the item I order may or may not be sent to me. ;)
Do you think ordering at J.Crew has gotten better or worse since the "up-grade"? Have the items you ordered been sent to you? In general, have you been able to order & receive your online purchases in a timely manner and error free? ;)
I continue to have issues with orders - items missing, returns take forever, I am charged for items not shipped, taking 2-3 additional business days to receive orders, etc.
ReplyDeleteIf that isn't enough "fun" trying to fix these issues with CS has become a nightmare! Each and every item requires being put on hold and a call about one issue averages 15 minutes. If I have more than one question/issue to address, it easily takes 30 minutes or more to get resolution.
My online and B&M purchases have declined dramatically due to my overall experience.
what does b&m stand for?!
ReplyDeletei've really only had one major problem with online ordering (hopefully it will be the only one). i ordered the "andie" bag, which was in stock when i ordered it, and which i received the shipping confirmation for. when i received the package, the box was MUCH smaller than expected. when i opened it, there was a small silver box with a gold bracelet in it. i looked at the receipt, thinking i got someone else's order. nope! it had all of my info, and the andie bag as the only item on the receipt, with the $159.99 charge! i was floored! i called right away, and they credited me what i had been charged (the andie bag sold out), and let me keep the bracelet. i honestly had never even seen the bracelet online, and i'm generally not a j.crew jewelry fan. i'm glad it worked out though, because i was scared that i would have a problem trying to fix the mistake - there was no indication that i received someone else's order, because it was my reciept in there. the experience made me wary of ordering from j.crew, but i still do it all the same.
ReplyDeleteOn-line orders are a joke since the so-called upgrade. I'm a long time customer and in 10 years of ordering pre-upgrade I don't EVER recall experiencing a problem with an on-line order. Since the upgrade I've had items cancelled, items not shipped and now most recently the wrong item was shipped. In addition orders seem to be taking at least a day or two longer to ship than pre-upgrade.
ReplyDeleteI waited about a half an hour on the phone tonight to try to sort out my most recent problem, but I ended up hanging up before I spoke with anyone. I'm done with on-line shopping at JCrew! I just can't be bothered anymore. If I do any more holiday shopping at JCrew it will be in-store only.
If the posts on this blog are any indication, I'm not the only long-time customer JCrew has alienated. They have let this go on way too long and imo JCrew management hasn't done enough in the way of apologies.
B&M = Brick and Morter (physical retail store)
ReplyDeleteI haven't had any problems personally with items being cancelled or not shipped. I'm sorry so many other people seem to be having problems though!
placed an order this morning.
ReplyDeletewe'll see what happens :)
Tried to return an item to the store and get credits to my card. CS said I never paid for the item and refused to refund me. The truth is I paid for my original order which was cancelled - I was not notified until I called. And since the original order was cancelled, a CS supervisor offered to ship me the item again and he went ahead to place a new order and put it under "invoice" which means on J.Crew expense. After some 30-45 minutes of investigation (first CS thought I was scamming them and insist they did not find the cancelled order whatsoever), CS finally agreed to refund me. What a pain!
ReplyDeleteTo follow up on my previous post... the worst is I did all those talking in a red phone in the store... those who nearby heard me insisting I paid, etc... probably thought i was crazy or something. It was embarrassing.
ReplyDeleteI've been a customer for a decade, and before this summer, I NEVER had a problem with any of my orders. Quite the opposite -- most of my packages arrived insanely fast, within 2-3 days, even though they were shipped standard delivery. And the quality of the items was perfect.
ReplyDeleteSince around June, however, I've experienced too many problems to count. Items get cancelled even though the website shows multiples are available, double items are sent to me, or items are left out of my shipments but I'm charged for them anyway. Once, my $450 opera-length pearl necklace wasn't in its package even though it was on the receipt. I freaked, wondering if CS would think I was making it up, but it turned out the necklace was shipping separately and arriving the next day, even though nothing I'd seen had indicated as such. Most recently (today), three items out of two of my turkey orders were missing, but I was charged for them. During the very narrow window the website was up tonight, I was able to see that two of the three items are sold out. And I still have a couple of turkey orders coming (they're still listed as "open" even though I ordered them days ago), so I'm just holding my breath to see what's wrong with them. At least I haven't been charged over $9000 in shipping costs, at least.
It's so frustrating to have to comb through every order and every credit card charge to make sure no mistakes were made. If I didn't love the clothes so much and have faith the problems would cease, I'd give up entirely. As it is, I've decided to take a 6 month vacation from ordering anything J. Crew. I have more than enough clothing to last me until then (and then some), and it will spare me much frustration (not to mention save me a bundle of money). Hopefully by July all website and warehouse problems will be fixed, and then I can enjoy next year's fall collection, which I always looked forward to.
i had been pretty lucky with my recent orders (they were very small) until my turkey order last week. i received it today...it had 5 items and one was a scarf which was missing. i received the bag that had a label for the scarf on it but in the bag was a cashmere sweater...i called CS and they were very friendly and offered that i keep the sweater. too bad it wasn't my size, style or color :) they refunded my shipping and i opted to not have them ship me a replacement scarf. i'm going to take the sweater back to the store. needless to say, with all the recent problems happening i'll stick to shopping at the B&M for a while. i have to say again that the CS lady was extremely nice and i was nice to her...i *really* feel sorry for those guys these days...what a mess they have to deal with. what's going on at their warehouse??
ReplyDeleteoh yea, and they did give me a refund for the scarf i didn't get :)
ReplyDeleteI ordered two men's polo's for my boyfriend as a birthday gift. I had them both monogramed. When the shirts arrived, one was correct, but the other shirt was the wrong color ( I ordered a white polo with blue initials and I got a blue polo with green initials). At first I didn't mind and figured he would wear it anyway, then I realized, it wasn't even the RIGHT initials on wrong shirt! I called CS and she said I had to send the wrong shirt back, when they got it, they would make my shirt and then send it out. Lame! Took days longer for me to get my order.
ReplyDeleteI feel lucky that my latest order came through with no problems. :) I've had a couple of wrongly labelled shipped items and a heirloom henley floating wait listed until forever but I have no major complaints beside that. :) I feel pretty lucky, comparatively. I hope they iron out the problems for everyone else's sake!
ReplyDeleteI pulled this from J.Crew's SEC filings. Thought it was pretty funny. Guess they realize that they are having problems...and they just expect them to continue?? Who knows.
ReplyDelete"During the second quarter of fiscal 2008 we implemented certain Direct channel systems upgrades which impacted our ability to capture, process, ship and service customer orders. As a result, our Direct sales growth rate was lower than recent quarterly trends. We expect the impact of the systems upgrades to continue into the second half of fiscal 2008."
I made 2 turkey orders. Got Round 1 today - everything was correct. I didn't love most of it though, so it's going back but not J.Crew's fault. We'll see how round #2 goes.
ReplyDeleteIt may have gotten better since the summer but now (as I predicted many times on this blog--LOL:) JCrew cannot handle the larger amount of holiday sale orders and once again, THINGS ARE A MESS!
ReplyDeleteI received two turkey orders. Both have problems. one jacket missing. one jacket is not new, a return.
ReplyDeleteHas anyone got a shipping confirmation from a Monday-Dec. 1-order?
ReplyDeleteI placed an order around 2:00 am Eastern Time Monday and nothing is happening with my order yet....just sitting there.
The order I placed on Sat. Nov. 29 has already shipped and will be delievered today:) I hope everything of my 9 items is there...
But I am worried about my Monday order not shipping yet...with all the online problems and website being down...
Anony@4:36
ReplyDeleteWhat is wrong with the one jacket that is not new?
I ordered 3 TURKEY orders, 2 on the 25th, one of those has shipped. I was on the phone for 40 min last night asking why my second order, placed at 2am on the 25th (I shop earlier living in the UK) was still in released status and why I have had items cancelled when surely I ordered before most people were even up. The excuse for the cancellation was that they pack the orders by order number so obviously all of the items that I ordered were sold out by the time they got to mine, which turned out not to be the case because my ordered wasn’t even packed. I was told at first to call back the next day and talk to a supervisor but I insisted that I speak to a supervisor right away. The supervisor found out that my order was just “sitting” around for no apparent reason and she said that she was going to personally call the warehouse and have them box the items. I was also offered free shipping and a gift card for my trouble, which I really appreciated. I urge any of you that are still waiting for orders that you placed on the 25th to call and talk to a supervisor because it is highly likely that they are just sitting around while all the stuff you ordered is being bought by other people. The third order I placed on the 27th arrived at my mothers before the second order I placed on the 25th, not sure why. Hearing the stories I am concerned that I will receive random things that I did not order and be charged for them. And as I am not going home for 2.5 months I am not sure how I will work it out.
ReplyDeleteAnony@5:02
ReplyDeleteI am in the same boat living in the UK too...I won't be home until July to check my stuff. I won't be ordering anymore...I can't stand this mess...I am concerned about the order I place on Monday at 2 am...
Anon 5:23: make sure you call them ASAP. Chances are your orer is just sitting there and make sure that you talk to a supervisor. I too am done ordering for now, who knows what mess I will have to deal with when I get back.
ReplyDeleteI had an 8 minute wait for CSR last evening, so I knew that many others were having problems with their orders as well. I guess the website going up and down is only the tip of the iceberg. I can't believe that communication with the warehouse is still so poor after all these months, and that quality control (how about you check your packages for the right merchandise before you send them out?) hasn't been fixed, either. This is a major national retailer in the middle of the biggest sales season of the year in a ruined economy. How can this still be happening?
ReplyDeleteI never had a single problem with an order before the website upgrade. I wouldn't want to be Mickey Drexler right now--how do you explain this kind of consistent poor service to your stockholders?
I don't want to repeat myself as I had said enough in the other posts but I will say this for FYI only, and is not a complaint.
ReplyDeleteI had a string of successful orders (15-18) between September and November 15.(Prior to Sept. it was bad), then I attempted fate and it bit me big, they lost 2 parcels (5 items) in the same week that were ordered separately one order was phoned in the other on-line. They went out without tracking numbers, and they admitted to me they are lost, ans a small chance they will show up.
When I called to get the tracking numbers I received different answers, I even wrote contactus I nevered received a reply back, this is where this blog helped me out, I was able to ask questions and then I was able to ask pointed questions to CS and find out was going on. Alexis, thank-you for this blog.
Last night I had an amazing CS who really tried to help me out, she wanted me to re-order some of the items were available at a discount, I said no I was done ordering from them. The CS rep was great.
I agree with the other poster about getting through to CS it is really hit and miss.
Is is so hard to admit to a customer they made a mistake, this would help me, but by covering it up and get different excuses who know are true gets me ticked off!
Thanks for listening.
anon 4:48 - Nope Dec 1 order is still Open, I realy wish they cancel mine I don't want another screw up.
ReplyDeleteNow I know why I kept seeing the quantity numbers kept going up on the weekend and items that were long sold out reappearing ont eh sale site, ORDER SCREWUPS.
Anon 5:31am
ReplyDeleteI am sorry to hear about your experience. I am in the same boat.
When we experienced the IT fiasco in Summer, orders were still normal level. But I bet that orders at holiday season are more than double of normal months. I am wondering how J.Crew hundles all of this mess.
I am really sorry for customers as well as employees who have to deal with this situation...
Anony@5:25
ReplyDeleteThanks. I can't deal with it anymore either...who wants to come home and find a mess of their orders months later? Not me! I feel like I can't ask my parents to go through my stuff. They are nice enough to keep a stack of boxes in a room for me and they have their own health issues and lives and I, heck, they don't know what they are really looking at anyway...what garment is what in a large order of 9 items...I mean (sorry mom and dad) but they are old and in their 70's:) The packing slip might not even be there...
Will call a supervisor later today. I am not sure if one is even on staff at this early hour...anyone know?
anon 5:52 Yes a supervisor should be there now.
ReplyDeleteAnon 5:52 AM
ReplyDeleteI feel your frustration very well(my parents are in their 70's too).
J.Crew CS is open 24/7. I am sure that you won't have to wait for a rep to pick up your call right now. Hope you will be able to reach a nice customer rep and solve the issue.
My online ordering SEVERELY decreased after all the screwed up orders I had over the summer after the *upgrade*...I have only recently ordered again, and that is through my online PS. The CS reps seem to all be new, and just don't have a clue how to handle the orders...shopping with J.Crew just really isn't all that enjoyable anymore...it's really more stressful than anything. Not to mention that we have been conditioned over the past 7 months to place orders with the knowledge that they may or may not arrive...you just give J.Crew your money and *hope* for the best...that's NOT the way it's supposed to be!
ReplyDeleteAnon 4:49, The jacket I receive has no tags on it. Its magnatic strip is also cut off. Obviously it was returned by someone after wearing it. Jcrew didn't check, I guess.
ReplyDeleteI had almost given up, but my *waitlisted* Tartine finally came yesterday!! took me forever...
ReplyDeleteAnon 6:15 AM, the same thing happened to me. My waffle henley had no attached ribbon on it. Not sure if it was a retured item, but J.Crew didn't check.
ReplyDeleteI rec'd an order yesterday that was missing a pair of socks and I was charged tax too- no tax in PA! ARGH!!
ReplyDeleteJust got off the phone with CS, the problems off last summer are back now with the Holiday volume, do not order from them at all right now, you don't want to tie up your cash or credit over the Holidays, and trying to sort out the mess.
ReplyDeleteIf they only carried out some QUALITY CONTROL!!!
Anon 5:52
ReplyDeleteI had my sister going through an order I placed in October last night and she was trying to explain the items that were there, some I know I didn't order. There is no way I am going to ask my mother to go through my stuff, same as you, she would have no idea what I was talking about. Well, my fault for ordering from the UK, although I have been doing it with the Gap with no problems. No more ordering from JC.
Naomi: which tartine was it, I am waiting for a Med navy cardigan
ReplyDeleteI ordered a sweater a couple of weeks ago, which the site said would not be available until December 4th. I checked back with the site a few days later, and it said it was in stock, yet mine still has not shipped.
ReplyDeleteAnon@7:08am, Mine was navy in size XS. It had been waitlisted and expected ship date was 12/08. So it actually came earlier than the original expected ship date. Hope you will get one soon!!
ReplyDeleteI have placed a few orders in the past 3 months and only had one hiccup. One order I placed was shipped to me twice. It appears everything was refunded correctly but I have not gotten my credit card statement to verify yet. For all of my orders I have received all of the items in the proper size including a "TURKEY" order. I have one items waitlisted that is still open but I will not be ordering anything else until next year.
ReplyDeleteI placed an order about a month ago for a pair of boots and a pair of shoes, and received pants and a sweater instead. I was able to re-place my order for the boots and return the incorrect items, but I never did end up getting the shoes...
ReplyDeleteMore recently, with a TURKEY order they decided to cancel the Glass-bead ribbon necklace in Dark Fog. When I called, the CS rep first said it was probably because they didn't have them in stock. But after checking with *someone* he came to find that they had had problems with the system canceling jewelry orders. Why just jewelry? Who knows.
Other than that, I've got three orders from the TURKEY order that have supposedly shipped last week - I'd gotten emails saying as much, but according to UPS they'd only received the billing information. Finally - as of yesterday afternoon - it appears all the orders have actually been put on a truck and are headed this way.
I remember having problems like this with Banana Republic years ago. Guess all good websites do have problems from time to time {sarcasm}. No excuse.
My backordered Large Navy Tartine came on Tuesday earlier than it waS supposed to :)
ReplyDeleteI order from two accounts and both have had missing items. I am seriously fed up with this nonsense. I mean, if only one box was missing an item I would understand, but missing items from BOTH accounts? Also, these were not small items. Glenbrae boots? A peacoat? Yikes!
ReplyDeleteJust received my TURKEY order. Oddly enough, I have not had one single problem or cancellation for any my orders. It is a little sad that I should be shocked by this!!
ReplyDeleteSome items I love, some are going back.
Thanks to gigiofca for the advice on pants fitting. I absolutely love the wool university pants. They fit perfectly!
Victoria cami - going back. I wanted to adore it, but just too many ruffles.
Lydia - going back. Too much fabric.
Love both tartines in deep persimmion and buttercup.
The Maggie in camel. IRL, this is an extremely classic coat. I can see me wearing this for years. Even with the 30% off, I have never spent that much on a jacket, so my wallet says "take it back." My good sense, is actually telling me to keep it, simply because it is not trendy and is one of those staple pieces. I really should be investing in good pieces, instead of nickel and diming on pieces that I may not like next year. We shall see. . . .
I'll add to this: got a man's coat instead of boy's jacket, missing a pair of pants, items declared returned before I received and when received they're in the order but JC is sending another one because they presumed items were not included in order.
ReplyDeleteArgh! because I don't want to lose money & time going over call & shipping history with multiple CS.
Also, I don't plan on paying full price, only discounted because the merchandise has definitely not been worth the price. I've always loved JC and shopped only there but I'm just tired of being disappointed. :(
I haven't had much of an issue online until last week. I mostly order online for petites, items that are no longer available in the store or items that are only available online.
ReplyDeleteFurther to my previous post, I called CS regarding my plum peacoat that was supposedly shipped 11/24. They previously gave me a credit adjustment as a "one time courtesy" once it went on sale, 2 weeks after ordering. They are now going to credit my account for that order and they re-ordered another one for me with free shipping and applied the 30% discount. In the end, I will only be charged $122.50, down from the original price of $225 when I originally ordered it. I just hope I receive it this time.
And my two remaining TURKEY orders should be delivered today, hopefully with no missing items.
I was very apprehensive to order online and not through my PS; but she was away and I wanted a popular items before it sold out. One click and it was ordered and it worked; without a problem.
ReplyDeleteBut, and isn't there always a but, an order I received last week was followed by an email telling me one item sold out and I won't be charged for it. Funny when the item was sitting next to me as I read the email.
I haven't had any order problems since the infamous upgrade, just luck and clean living I guess.
I ordered the silky pleated-neck sleeveless top in bright rhubarb. Yesterday, I received a tartine cardigan in bright rhubarb. I thought the cardigan was cute so I kept it. (The top I originally bought is now sold out.) Surprisingly, my items shipped out amazingly fast. OT, I heard some aficionadas rave about Martin & Osa. I decided to order their version of the skinny jean. The fit is fantastic and the quality is top notch. The jeans are quite stylish without being trendy (nice dark wash with no crazy embellishments). M+O's jeans are currently 40% off. I had an additional 30% code which I got in this blog (thanks Alexis!) which made my jeans $38 and change. You can't lose with free shipping and returns.
ReplyDeleteSophia: doe you have the M&O 30% code please?
ReplyDeleteI think I've been relatively lucky with my orders. I've received my enite TURKEY order, but I do have one small complaint. I had called CS about a coat because the price was reduced by $50 hours after I ordered. They said they'd adjust the price as a "one time courtesy." However, my packing slip does not reflect the adjustment. I emailed CS, rather than calling. This order contained a Madeline dress I ordered to replace the one I bought at a store that had clearnly been worn. When I tried it on in the store, I noticed a lot of deodorant in the armpits and a wrinkled inner lining. The sales associate assured me that it was just from trying on and steamed it for me. When I took it out of the garment bag days later, the deodorant was still there, and when I really checked, it was OBVIOUS that someone had worn it and sweated in it. Gross. I was pretty annoyed that they told me it "came out great" after steaming. I also have to take back a merino sweater that I bought with two small holes in it. I've had more problems with items I've bought at stores. I wouldn't think I'd need to so carefully check such "high quality" merchandise. Makes me nervous about buying gifts there.
ReplyDeleteAnon 8:30am - I just checked the November thread that listed the code. It was 42592242. However, I just tried it on the M+O website and it said it expired on 11/23. Sorry....
ReplyDeleteAnon 8:35am - I have a code for 20% off that expired Dec 1st. It was on a postcard they sent me with my jeans. If you call your order in, CS might let you still use it. It's worth a try. Code: 97448017. Good luck.
ReplyDeleteI think my issue, and maybe others', have to do with the inventory control in the shipping warehouse (or lack thereof).
ReplyDeleteIn my case, the item I ordered was listed correctly on it's plastic bag, the size of the actual sweater was just incorrect. Now they are sold out. CS offered to search the stores for it when I called, but I got a call an hour later from CS telling me they were canceling my "find it" order. Real funny J Crew. I'm returning most of my order now out of spite.
rats on parade> The dark fog ribbon necklace is the same one I had cancel on me. So annoying!
ReplyDeleteShopping is supposed to be fun. All these hiccups have sucked the fun right out of it. I'm so disappointed with jcrew.
i've only had one order problem with j.crew in the eight years i've been shopping with them. several years ago, one of the shirts i ordered came with the wrong monogram. i called CS and the shirt was replaced free. i even got to keep the wrong shirt.
ReplyDeletesince june and haven't had any problems. the orders always take 7 days on standard shipping, but never with any mistakes. i'm glad because i definitely prefer shopping online, the b&m store here is so small and never seem to have the size/color i want.
Hello all!
ReplyDeleteMy first TURKEY order came fine yesterday, 2nd one on its way today- it's a big one , so we'll see!
On onther hands, has anyone was able to get educators/student's discount applied to TURKEY orders? I have got two firm 'No's. Upset, but I guess there is nothing I could do.
Fabulous Florida Mommy:
ReplyDeleteyou mentioned yesterday that you were able to use 30% off and 25% card on-line . Would you mind sharing how did you do it? Thank you very much!
Mickey, are you reading this stuff?
ReplyDeleteI ordered a coat for my wife that didn't fit and it arrived in a timely fashion with standard shipping. I was able to return it to the store at my mall with no problems.
ReplyDeleteI ordered a replacement that was a different style and it came a day quicker. I am very pleased with the service and shipping times.
I have bought a lot of clothes in the past from Crew and thank them for making quality men's clothes. Sometimes my wife has trouble with the quality of the woman's apparel. But it is easy fixed with a thread and a needle.
I just wished the buttons stayed on better.
I placed a large order with J.Crew using the Turkey coupon and, unfortunately, once received one of the items was missing. :(
ReplyDeleteI called and simply asked for a refund without reordering. The CS was professional but offered nothing more than an apology. She did reveal that they had received many calls about missing items in orders.
I can't understand the quality control and web issues they continue to have. J.Crew really needs to make a dedicated investment in IT.
I have only (so far) ordered like one thing at a time, and have had no problem w/ orders revd (quality wise).
ReplyDeleteI placed an order Monday and I'm not sure on the status - the top of the page says the order was released, the bottom says it is open ... either way, no tracking number yet. Guess I'll have to wait and see what happens.
ReplyDeleteSlastena: As you know, the card says that it can be combined with regular and sale merchandise. I explained that the items I want are not available in my store, and asked if I could use the card for my online order instead. Luckily it was allowed...it's my understanding that they CAN actually combine two offers, and that the educator OR the card SHOULD be allowed with the coupon codes, but no more than two deals at a time...at least that's the way it was explained to me, but as we all know...consistency is NOT a trait that J.Crew seems to possess.
ReplyDeleteI've found the service to be the same as it's always been - pretty good. (I've always found that it takes a while for an order to leave the warehouse and I find their shipping charges exorbitant!) I ordered two sweaters last Monday night using the EXTRA20 code. They went down in price the next morning so I emailed them requesting a price adjustment. I got a prompt email back that they're crediting my card and received my order the following Tuesday (which considering the holiday I thought was ok).
ReplyDeleteDue to the recent online problems, I am staying away from the site until it seems to stablize. I am sure there are a ton of orders waiting to go through anyhow. It is uncomprehensible to me how the website is so screwed up for SO long.
ReplyDeleteOn a bright note, I have gotten some really good deals in the store. I saved a TON of money with the 25% off card and snagged a bulldog sequin tee for $5. However, the sales associate took my coupon card, saying it was one-time use only.
Some people are always scamming and trying to work out deals with the most interesting of reasons as to why they deserve their discount...OMG...really, some people...always working the angles...
ReplyDeleteFYI anon@10:12: Since I'm assuming your remark was at me... another aficionada posted earlier this week that the SA at her B&M had called to CS from the red phone and had the 25% card applied to her ONLINE order because THE MERCHANDISE SHE WANTED WAS NOT AVAILABLE IN HER STORE...it's no different calling from home and asking the same to be done if the merchandise ISN'T in your store...you shouldn't be so quick to judge. J.Crew USED to have the extra % taken off automatically and allowed code stacking...there ARE no angles involved in my asking for that to still be done. I can ask for them to honor coupons, special promotions, educator discount...whatever they offer...they in turn can say yes or no...that is NOT scamming on my part.
ReplyDeleteCompared with July&Aug orders, every single one of which was either missing items or overcharged, my recent orders have been delivered problem free. Yeah! However, I do find it more difficult to order online. Because 50% of the items I click into are actually sold out. And the website doesn't display the updated sale section correctly. For example, for one moment, I see a total of 800 items, the next moment, 1000 items, then it goes back to 800. So I think when the website is updated, it only shows the updates at random occasions, which is very frustrating.
ReplyDeleteSummer was BAD and I agree thigns got SO much better and I had NO problems with many, many orders until..dum dum, dum dum, dumdumdumdumdumdum (that is JAWS theme BTW)TURKEY CODE!! I don't have the breath or patience to discuss all the BS that has gone on with my TURKEY order--just know it is bad and I feel it getting worse when I actually receive the order based on what I am reading here.
ReplyDeleteI KNOW for a FACT that it has been sitting around since the 25th AM with no attention and items will be GONE when they go to FINALLY pack it.
Just to breathe some humor into this..to keep me from crying..I understand from reading here that there is a GREAT chance I will have items I did not order..a pair of young boys knickers, perhaps a girls overpriced fancy party dress and maybe even some employees' underwear from the warehouse. Actually, I may find holes in my sweaters where the packers' with a joint hanging out of their mouth ashes landed in the in the box..as it is obvious someone very high is packing these boxes.
bug pin: very funny you are right on. I would call them because you are right, your order is sitting around, that is what happened to me. And it will continue to sit around until a supervisor calls the warehouse and makes them pack it. In the mean time prepare for cancellations.
ReplyDeletebug pin - too funny (i believed someone called them "mouth breathers" yesterday, hilarious!)
ReplyDeleteanyways - i have been obsessively checking my order status' and this morning they were all (5 of them...i know, i know..but mostly replacements of wrongly shipped items) updated with tracking numbers!
I also have a tracking number for my order placed on Monday...nothing for the orders placed yesterday, though...hopefully by tomorrow...fingers crossed! :)
ReplyDeleteTo Kateri at 7:15:
ReplyDeleteBe careful! I had ordered a cashmere henley that was waitlisted until Dec. 16. I randomly checked the availability of another color a few days after placing my order, and the color and size that I had ordered was available! Something in the back of my head told me that I should just place a new order, but I didn't. Alas, I checked my order the next day and it had been cancelled. I called CS and they told me it had been available for a short time, but was now out of stock and I was out of luck.
I don't understand what the problem is and why it is taking so long to correct. Between ordering problems, quality issues, and countless fit issues (I am between a 0 and a 2 and anything at J. Crew in a 0 I am now swimming in) I am just about ready to throw in the towel.
I need to call CS about a recent issue I had with my TURKEY order -- I placed an order for a bag, and it sat for a week just saying "open." I called CS twice and they said it's coming. I called a third time and she said nope, it's cancelled, and she didn't know why I hadn't been notified.
ReplyDeleteThen yesterday the bag arrived -- albeit in a different color than I'd ordered. I'm planning on calling CS after work today to sort things out...
I ordered using the TURKEY code on Friday, November 28, received an emailed shipping confirmation on Monday night, December 1 and got the actual items on Tuesday night, December 2. For reference, I live in VA; so I've always experienced super-quick shipping (usually 2 days from ordering).
ReplyDeleteAll items I ordered were there and accounted for. However, just one issue of note, when I received the confirmation from J.CREW and I checked with UPS, it just said that the billing information had been received and had been scanned at the origin (Roanoke, VA). For much of the day of Tuesday (Dec. 2), that's what the UPS site said about my items. The expected delivery date stated the items to arrive on Weds., Dec. 3.
Imagine my surprise when I saw the J.Crew box on my doorstep when I got home from work! :)
Received my TURKEY order yesterday and surprise, surprise! Missing my carte de la France tee. I ordered a lot of items and on the invoice, each one is marked with a pen on the right side next to the item number. The missing tee has a mark on the left side, like the packer KNEW the item was not in the box but hey, let's charge her anyway. After a 10 minute wait for CS, was told I was the second call she had that evening regarding the SAME missing tee. And guess what, tee is sold out. They are doing a "we will find it" but I'm not hopeful. If the shirt does show up, I'm sure there will be another problem, or I will be charged for shipping, or not be charged the correct (SALE) price. It's so aggravating. What is worse is that I have come to expect the poor service and am not surprised when I'm charged for something that was never shipped!!
ReplyDeleteI was able to have my student discount applied to my EXTRA30 order. Here's how I did it:
ReplyDeleteAll I did was type one e-mail asking for my extra 15% to be applied. I sent this email to contactus@jcrew.com 5 times. Because a different CS rep answers each e-mail, you have 5 shots to get one of them to apply it (pretty good odds).
Ugh! They cancelled my coat order from Monday w/ Extra 30off. They processed it and then was out of stock.
ReplyDeleteIt was a Christmas present for my sis that she really wanted. So frustrating.
No problems here...ordered on Friday, got it today and it's all perfect!
ReplyDeleteAnon 11:06--I was notified via canceled item that this same tee was not coming to me and they are in process of doing "we will pretend to find it". I do not hold a lot of hope. When I placed my order there were a great deal of these tees but it still canceled off my order.
ReplyDeleteI just checked the web again for my order from the 25th (31 items) and now it reads that the tracking is "n/a" so I called. They tell me that they are back to summer issues due to an onslaught of orders where tracking numbers will somehow go unfounded and that I should expect the entire package by next wed.
She assured me it was indeed packed up with all the wrong items and to call when I open it and find someone else's invoice and their knickers inside.
bug pin -- it would be even funnier if it wasn't true. :)
ReplyDeleteI also have a package from 11/25 sitting around while items sell out. The funny thing is one item from that order was waitlisted, and it arrived yesterday. Not so with the rest of the order, however. There go my Owen hobos, and I really wanted to see them in person. :(
I made some orders using the turkey promotion and i am wanting to return some the items that I got with it. Does anyone know if i will be charged full price for items i keep since my total order will now be less than 250?
ReplyDeleteAnon -- that happens to me too! Often when an item is missing, there's a little pen or marker notation next to it on my packing slip. Someone had to notice, but they sent it to me without the item(s) anyway! Insane.
ReplyDeleteAnd I suppose I can call and say since I don't live near a store then I can use my 25% off coupon on a phone order since NO STORE is near me...
ReplyDeletejust for the heck of it I tried calling and both reps said NO WAY could I do this.
FFM...you have got to know someone or pull some sort of trick...LOL
I told them about FFM's little trick and one said it is for in store merchandise only. It is OK if I have a store employee call and use it from a red phone but no way is it allowed from home.
Also, for the record I was told this as well in Sept. as well....
And I bet she got free shipping as well! and got to use it on more than one order...as she states orderS from yesterday...
ReplyDeleteIn defense of FFM, it is not a trick and she is not taking advantage. JC rules are not consistant and CS reps seem to do what they want. If you can a better deal then great, there is no harm in trying. She isn't doing anything wrong and I as well as many others do that same thing
ReplyDeleteIt appears 11/25 was a REALLY BAD DAY to order. I have TWO orders sitting in pergatory that I placed on 11/25. The order I placed on 11/27 is being delivered today (although no telling what will be in it). I have emailed jcrew twice abbout these orders. They gave me a curt reply that the orders would be shipped any time now-- they are marked "released." I emailed back and said they have been marked "released" for over FIVE DAYS! Their reply was each time an item is canceled from your order, it delays the order b/c they have to recalculate it... (huh?). Each of my 11/25 has items canceled out of them b/c they have been sitting there sooooo long! Whatever J Crew. What really steamed me (besides my dwindling orders on hold) was their very curt, almost rude email replies (two different CS reps). As if I was causing them an inconvenience. GRRRRRRR.
ReplyDeleteI placed a fairly large turkey order, which included 2 two-piece bathing suits. Needless to say, both of the tops never came with the package, even though I was billed for both and my order status showed they'd been shipped. Also, my receipt shows only two of the items yet displays a final amount for all of the items. When I called CS, they said there must've been a glitch in the computer system and had messed up their inventory tracking.
ReplyDeleteAnd this isn't the first time this has happened either.
The coupon clearly states it is for in store use only.
ReplyDeleteShe is trying to figure out a way to get what she wants at a super discount...it has been that way since the beginning of this blog with her and I have been here since day 1.
ReplyDeleteI have been extremely fortunate with my online orders (knock on wood!), especially after continuously reading for months about the issues that many are having. I have received all of my orders within a week of placing them, and only once out of all my shopping did I receive a wrong item. CS was very helpful, all I had to do was return the item and they refunded me the entire amount including S&H.
ReplyDeleteKitchy7 said - I totally agree with you. I have ordered with JCrew for years and in the past, I always had superb service- the packages would arrive so fast, I wouldn't even need to look at a tracking number.
ReplyDeleteGenerally, I have had good luck with my J crew orders this year although I did see a slow down in the transit time- definitely takes longer to get packages now.
Right now I do have an order that has a missing tracking number so I have a gut feeling that I will probably not receive the item. I just hope that they do NOT charge me for the item. I think I will call them now and ask again.
I also have another order coming that does have a tracking number but has not arrived yet. I'm getting nervous as it is an xmas gift and if something happens to that order, I will have to find another gift.
normally i don't ever complain and just take all the ones on here as "good to know" but wont happen to me. WRONG!! I am so upset right now b/c i bought the cashmere navy argyle vneck a few weeks ago and took it out to wear this am and there was a HUGE hole at the shoulder seam!! i didn't try it on when i bought b/c i had tried on for size before and i was in hurry that day!!! also, i bought a longsleeved cashm tee on final sale (70$) that i noticed had a tiny hole near the wrist after i wore it. i just thought i did it playing with my baby but now i dont know. thats 2 for 2 . i thought nothing could stop me from still wanting to shop their cute clothes but i think i am going to chill for awhile now. and definitely returning that sweater today so i can stop feeling jipped.
ReplyDeleteI placed two orders last week using the TURKEY code, and boy, was it every a turkey! I received the first order on Wednesday, then a duplicate of it - kind of - on Friday. The manifest for the duplicate order on Friday contained all the items from the first order, plus three items I had not ordered at all. I called CS and they were lovely in helping me sort out what I'd actually been charged for and what I was sending back. I kept two of the three items that I had not actually ordered (one, the candy t-shirt in blade green, for which I was already charged, and another, the Taj Mahal necklace, which was not even listed on the manifest and for which I was NOT charged and which they let me keep for free.) Everything else is going back at their cost. I did received order number 2 yesterday with no problems, and I received another order (placed on Friday without the TURKEY code, but using the EXTRA30 code) this morning with no problem. I went to my local B&M yesterday, and other than the fact that the inventory was very low and picked over, I was pleased and wished yet again that the B&M's carried the petite sizes that I need. Then, I could avoid the website and catalog altogether!
ReplyDeleteCan anyone explain why a sale item might be "waitlisted" online? I ordered the French Silk Twill Vionette in a 4 last week, got it, and decided that I should order the 2 just, to be sure that I was getting the correct size. When I went to order it last night, the site gave me an expected ship date of 1/12/09. They aren't going to make more of these dresses, right? So why would my order be placed on a waitlist, as opposed to the site simply telling me that they are out of stock in that size? Apologies if I'm showing my ignorance about how online retail works, and thanks in advance for any insight you can offer?
ReplyDeleteAnon @10:12: I am truly sorry if you are having a bad day, but taking it out on me is really uncalled for. I also don't see why the fact that I choose to sale shop seems to make you feel justified in being mean to me...if you speak to the CS reps the way you have been speaking to me, then it's obvious why they don't give you the discount. I know who you are, and I also know you have had an issue with me and other aficionadas trying to get deals from day 1 of this blog...if you want to pay full price you are more than welcome to, but to talk negatively about me because I choose not to is really uncalled for and unjustified.
ReplyDeleteAnon @11:36: Thank you for defending me...it's truly appreciated. :)
ReplyDeleteShopper555: If the order status say it has shipped and you do not have a tracking # you have been charged. Call CS for a refund. Last Sat 11/29 was good day for no tracking#.
ReplyDeleteI had gotten my overnighted Turkey order last night after they had "lost" it the first time around. Everything that was in stock was there, 2 items are backordered. Still annoyed that I had to order 2 items in diff sizes since after they lost my order my sizes went out of stock!
ReplyDeleteOne other thing that is bothering me is that, why do they keep adding more items to the Sale section, but its all out of stock anyways?!?!?
I went to store yesterday-sweaters were 20% off plus used my 25% off card and then sale was 30% off and I used my 25% off card--they gave me my stuff with $10 in the pocket..oh and gave back the 25% off card for future use. The stores with the deals and discount card are rocking. Online..forget about it!
ReplyDeleteBTW-those that that encounter the SA trying to take their 25% card need to tell them what they are hearing from others with regard to multi-use of that card.
@ anon 11:06 AM:
ReplyDeleteThe Chestnut Hill J. Crew had loads of the Carte t-shirt on Saturday (I picked one up myself in the dark grey color, though I think that's the only color I had.)
Their # is 617 332 0122.
HTH :)
I am not having a bad day. It is a very good one:)
ReplyDeleteAlso, I do radio and TV voice overs for a living so I have a great voice and get what I want 99% of the time. But the coupon clearly states store use only. Also, it is one thing for a store rep. to offer and use the red phone to get the discount but it is quite another for you to take it upon yourself and try to make it work for yourself..what a joke! LOL
Sounds to me like the jokes on you as FFM used the card to her benefit and you are too dull to make it work for yourself. Get back to "news".
ReplyDeleteAnyone else SHOCKED and APPALLED that
ReplyDeleteJ Crew has made NO MASS APOLOGY on their website for the time is was down!! I find that downright strange.
Thank you very much for the info on the Carte tee. That is the color I ordered. Will try to give them a call this afternoon. I am headed to my local B&M to return some merchandise and see if they have the tee in stock.
ReplyDeleteSorry but the joke is not on me...I got a $50 gift card, free shipping, and 30% off for my problems:)
ReplyDeletePlus, free shipping on my next online order. My voice is good:)
You obviously have a hard-on for FFM--you seem to be "taking advantage" of J Crew just fine.
ReplyDeleteanon 12:54 : I got the same offer for my troubles so it is not unique to your voice, I actually turned mine down because I don't want to order anymore.
ReplyDeleteFabulous Florida Mommy: thank you!
ReplyDeleteLast time I checked, finding the best deal wasn't called scamming, it was called smart, particularly in this kind of economy. If you want to pay more for J. Crew clothes than FFM, go for it! I for one love hearing how people score deals. It makes shopping with J. Crew (which is insanely frustrating right now) seem a little more worth it. And I appreciate knowing what works for others and what doesn't.
ReplyDeleteEveryone: Thanks again for sharing your experiences. I am very sorry for those who have had issues with your orders. :( Especially orders that contained gifts for the holidays. I am also very happy to hear some of you had no issues with your orders. :) From reading the comments though, it still sounds like J.Crew orders are "hit or miss".
ReplyDeleteI also don't think FFM or other Aficionadas/ Aficionados are "working the angles" at J.Crew. :) If this blog has taught me anything it's that J.Crew's policies are, unfortunately, not clearly defined. One rep may tell us we can use two promos (free ship & student discount) for an order, another rep may tell us we can only use one- it just depends on who you speak to. ;) Also, let's try to avoid personal attacks against one another. I think we can all benefit from our collective knowledge in a positive way. :)
Anon at 5:31 AM: I can totally appreciate where you are coming from about being slightly annoyed with different excuses/ stories on what happened to an order gone wrong. Sometimes errors just happen, I think it is just easier to admit to them and move on from there. :) (P.S. I do find that most CS reps at J.Crew are fabulous!)
Bug Pin: I love your optimism and humor!!! :) Your comment about possibly getting "young boys knickers, perhaps a girls overpriced fancy party dress and maybe even some employees' underwear from the warehouse" made me laugh out loud! ;)
Anon at 10:12 am:
ReplyDeletecan you, please, explain how allowing 30% off in-store and being able to use educators's discount and 25% card AND no shipping is scamming when you try to get less of a deal on-line? On-line it's 30% off and 25% carf (if you are lucky) plus GINORMOUS shipping charge and NO educator's discount. Your logic frankly escapes me.:)
Ali:
ReplyDeletethat's so funny. When I sent me request 2nd time, I got same rep responding ( Michelle) and bshe asically told me: nice try from yesterday, but the answer is still no.:) LOL.
Anon at 12:54pm:
ReplyDeleteLOL! How is THAT not scamming?
Slastena: Ha! That is such bad luck. I'm sorry. :(
ReplyDeleteI'm in CA and it used to take 7-10 days for J.Crew orders to arrive from the east coast. My most recent orders have taken about 3-5 days and I notice they've been shipped from Salt Lake City, Utah. I wonder if J.Crew is using a different distribution warehouse for the West Coast customers? I placed an order Saturday night and the UPS tracking says it's out for delivery today. So they seem to be shipping faster lately. Things have been pretty smooth with my orders *knocks on wood* Although I am disappointed that I stopped receiving their catalog. I have no idea why.
ReplyDelete*Vicky*
ReplyDeleteI've also noticed that orders to the West Coast are arriving MUCH faster these days. I got two TURKEY orders yesterday and have one more scheduled to arrive today.
So far (knock on wood!!!), I haven't had any missing items, etc in these orders...maybe this possible new distribution center is doing a better job than the VA one??
I need the help of my fellow aficionadas! I am getting married in July outside and my fiance and I would like the guys to wear tan cotton suits. The Italian Chino suits are actually on sale, which would make them a great option for the groomsmen to get a great suit for a great price. However, since we got everyones sizes a few of the sizes are no longer in stock. Has anyone seen these suits in the stores? Any idea of the chances of the website inventory not being accurate? Thanks so much in advance--I love this blog and read daily!
ReplyDeleteBug Pin,
ReplyDeleteI think that is exactly what is bugging (really bad pun) about this whole JCrew situation...the total lack of accountablity on JCrews part. This upgrade has been a complete and total FIASCO and I think they need to finally just admit that publicly. They really just need to get over it and get on their knees and plead for forgivness... both to their customers and employees (especially those in the call center who are stuck in the middle of all of this). They need some sort of action plan that addresses the problems and a standard procedure for customers who have been affected by the problems. The lack of comment from corporate makes me just makes me think they don't care enough and I'm now inclined to take my business elsewhere. I'm sure I'm not the only one who feels this way.
I ordered a small Odile bag on Monday during a small window in which the site was up and I've been biting my nails since then worrying whether or not the order actually went through and whether it would ship. Well, today it shows up as having shipped in my order history, and the UPS tracking says it's already out for delivery! Now hopefully it'll actually show up and be the right item... but if it does, all my faith in J Crew will be restored. Great bag for a great price, and really fast shipping! Probably helps that I just ordered one item and I live fairly close to the distribution center.
ReplyDeleteLooks as if they updated the order history again...I have another tracking number for an order placed yesterday...YAY!!!
ReplyDeleteI am still waiting for a tracking# for a Monday am order, another parcel gone to parcel heaven!
ReplyDeleteBig Mistake!!!
ReplyDeleteJ.Crew is sinking! My TURKEY order really was a TURKEY. I knew by the size of the box it was not going to be a good quality experience full of pride. I ordered the Jamie Bag and got the Sean bag instead. I emailed CS 7:30 this morning and haven't heard anything back. I will call them after work... all I know is they are going to make me happy about this or this is the end of our long affair.
Vicky and Smarty:
ReplyDeleteGlad to know you got your orders without any problem!
I also live in CA and all of my items are shipped from Salt Lake City, Utah since the begining of 2008, but so far full of missing items, always taking 7-10 days:(((
I don't understand what are the issues that some Anons have with FFM, who has always been extremely helpful and kind to other aficionadas. To me, her story (and those of others) demonstrate that there are huge inconsistencies with J. Crew ordering that need to be rectified to have more happy customers. If one wants to get upset, blame those at JC who don't enforce consistent policies; not the messenger.
ReplyDeleteFor FFM or any other aficionada to point out what has worked for them *is* helpful to some. Should those folks who have received good fortune from their SAs and J.Crew stay quiet? How would someone even know to ask about how a discount or coupon can be applied? I find the information incredibly useful.
Okay..back to some ideas that may help. I've noticed a few things from posts:
1. Smaller orders/fewer items statistically have fewer problems.
2. Items ordered in-store with the help of an SA on the red phone seem to process in a more timely manner and have fewer issues (missing items, wrong pricing, etc.)
3. Ordering during the height (usually the first day) of a promo begets issues, as does ordering on consecutive days.
4. Pre-ordering seems to lead to more headaches than it's worth. With the potential of a lost preorder (and no order no.), billing issues, etc., it may just be better to wait.
I think I have had the best luck ordering no more than 3 items at a time and spacing them out over the course of the promotion; waiting a few days in between. You run the risk of something you love being sold out, but then I guess you just prioritize.
Makes sense to me about a distribution center in UT, because isn't that where there was a warehouse sample sale, not too long ago?
ReplyDeleteaudball: That is what I do order very small parcels and they have either messed up or lost orders. The problem is the warehouse there is something not right.
ReplyDeleteanon at 2:28: :( okay...so much for that theory! Well, the other advantage I could see with a small parcel order is maybe the lost dollar value wouldn't be so huge...at least it's not a huge amount of money running amok until they sort it out...
ReplyDeleteanon @ 11:16 #2 (asking about the returns): you were asking if you would still get the discount for other items if you return an item making your total less than $250...the answer was yes for me today. i returned a coat from my turkey order which makes my total less than $250. they gave me my full refund for the coat the pricing for the items i'm keeping did not change. i returned it to the store so i was able to see exactly what was done. i was going to ask the SA about that too :)
ReplyDeleteBlue Nile accidentally sent duplicate sale emails the other day--as an apology the store sent discounts ($20 off a $50 purchase). Now, that's what I call accountability. Can you imagine if JCrew sent out apologies for all these website problems? I don't think they should advertise their website (I get their ads on the NYTimes site everyday) until they FIX the website.
ReplyDeleteSlastena,
ReplyDeleteYou are a smart girl? Right? Well, just take a minute and use your brain.
It isn't scamming when JCrew offers you the discounts WITHOUT asking b/c they screwed up your orders.
It is another thing to take a coupon meant for in store only, call and ask them to give you a discount.
NOW that is the BIG difference in scamming! Asking for something special VS NOT ASKING AT ALL and being offered it by JCrew!
ss: It is more than the website, it is also their warehouse, shipping, security chain that needs to be addressed. and f course the biggy QUALITY CONTROL!
ReplyDeleteI don't understand AT ALL why they are having the warehouse and shipping problems. I would be embarassed to operate a company that had the kind of warehouse and quality issues that are reported here. I would shut down shipping and re-train the workers until I could ensure that shipments were correct.
ReplyDeleteI put a navy Jackie cardigan in my shopping bag. When I came back, the cardigan had been removed -- "Sorry, we've run out of this item." I went back to the sale items, found the cardigan and there it was, in navy, same size and everything. What gives?
ReplyDeleteThe only problem I have with people using discounts inappropriately is when they have NO BUSINESS receiving them. As a teacher who works in a public school system, I am really thankful and need the 15% discount I receive. However, I am DISGUSTED when I hear about those who never set foot in schools that claim to be "teachers" in order to get that discount. Pretty soon we'll lose that, too.
ReplyDeleteWow, Anon @ 2:57- Way to go. You have officially attacked two of the nicest and most well respected members of this blog. Bravo! Your posts speak volumes about the kind of person you are!
ReplyDeleteNext time, before attacking those who merely attempt to help us all by sharing their J. Crew experiences, show some accountability and post your negativity and sarcasm with your real name.
I am appalled.
Anony@3:32
ReplyDeleteDon't you have to show proof of some kind to get the discount...I don't see how just "claiming" could get a person the discount.
Just curious. I am a teacher too and there is no way I could shop at JCrew without a bit of extra help but I do so honestly and don't try to get more than I should or ask for special provisions like others...
All is fair in love and retail! Its a jungle out there and many stores want/need your business. If that means putting discounts together for a customer, just because they asked for it (and the SA/PS/CS knows how to do it), so be it. I say "BRAVO!!!" to FFM, Slastena, and others that *ASK* -- sometimes they get it and sometimes they don't. That's life in retail and you don't know until you do ASK. And that is not dishonest, fraudulent or deceptive.
ReplyDeleteI guess school is out for the day judging by the negative attacks by the anons attacking regular posters.
ReplyDeleteUnfortunately, I am not around the computer too much today (just sneaking in breaks when I can), so I can't monitor the situation too much. However, please *stop* the personal attacks. There is no need for them here.
ReplyDeleteAnd now back to J.Crew! :)
Since it seems like the recent online problems will be driving many of us into B&Ms (if possible), I wanted to make sure to tell you about my experience about the 25% off card. i posted on another thread, so I apologize if this is a repeat read for you.
ReplyDeleteI went to my B&M Monday night and specifically asked the SA if the 25% card was one-time use. She said no and said that "they" (I assume corporate) had just sent out a message to clarify that. She also said the coupon was stackable with promos and sales (ie, 20% off sweaters).
When I went to check out, though, the cashier tried to keep my 25% off card. I politely disagreed, recounting my conversation with the other SA. She checked some papers behind the register and said I was, in fact, correct (she was kind of rude about it, but whatever, I got the card back!).
So, if your B&M is telling you it's one-time use, it's worth it to have them double check!
*The original SA did say the 20% off card (I didn't get this one, so don't know what it is; she said it was a postcard) is only one-time use.
HTH! Happy Shopping!
I have been ordering online from JCrew since back when their e-commerce first started running in 1996 (I think). They always had outstanding CS. Never did I have any problems nor at any time had to call CS about an order until this upgrade. Since then I have had available items cancelled, items being over charged and items missing. Eventually they got straightened out by CS but each time I had to stay on the phone for an average of about 25 minutes. It's just a pain to have to keep track of all all my orders and constantly check my CC. So I will not be ordering any Christmas gifts from them this year. I still love JCrew but I think I will wait until the website is completely fixed.
ReplyDeletesmarty: Thanks for clarifying (re. the 25% off card). I wish they had sent out the memo earlier - I would have gladly sent my card on to someone who didn't receive one, as I am "J. Crew"-ed out this season. I don't think there was any linkage between purchaser and discount card, and it would have been nice to pass the good cheer on...
ReplyDeleteI placed two turkey orders. Order #2 arrived and I received the shipping confirmation email two days after the order arrived at my home. I will not be the least bit surprised if I receive a duplicate shipment.
ReplyDeleteTurkey order #1 should be here tomorrow. I received a shipping confirmation 4 calendar days ago.
Over the last couple of months, I tend to get the shipping confirmation email the same day the package is delivered - very strange.
Hi guys. I have a totally OT question: I bought the opera gloves in mint at full price a while ago and now they are $78 plus 30% off. Can I return the ones I got at the original price and just buy a new pair? I know stores usually give returns at current price, but it sounds like some people here have returned at full price. Thanks!
ReplyDeleteAnon @ 4:43 - As long as you have the receipt for the full price pair, you should have no problem returning them for the full price refund.
ReplyDeleteCompassionate anon with your unfaltering sense of fairness:
ReplyDeleteIn an entirely fair world, J.Crew would offer FFM a certain amount for every single item sold due to the fact that she took the time to put together the sets on Polyvore. I can tell you that there have been quite a few items I would not have ever noticed on the website/in the catalogue if not for the way they were showcased by FFM on Polyvore.
In an entirely fair world, you would also show an obviously intelligent adult woman enough respect not to condescendingly address her as 'girl'.
I also honestly hope you take your unfaltering sense of compassion to the streets and put a couple of bucks in some homeless person's outstretched hand... once you finish your noble task of virtually protecting J.Crew's (already healthily padded) bottom line, that is!
Smarty: I was told the same thing today at the Michigan Avenue store. The 25% off card is multiple use; the 20% postcard (I did not get one of these) is one time only.
ReplyDeleteBy the way, the sales associates were discussing the markdowns to be done tonight, so watch for new markdowns tomorrow.
Anon 4:47 -- thank you! Phew. Now does anyone know any LA-area stores that are having the 20% off sweater promotion? I've been everywhere and don't think I've seen it. Thanks!
ReplyDeleteAnyone missing items that have sold out keep checking the website, I found a couple of mine, that is if you are willing to risk placing another order.
ReplyDelete*anon @ 5:21*
ReplyDeleteThe B&M near me doesn't have any signage promoting the 20% off sweaters, so I think it's a "secret sale". I was in the store on Monday and they were still running it. Since the SAs don't always offer up the info about secret sales, I just ask them straight-out now. I hope this helps!
Well, I just received an order I placed on the 25th and was missing one item, the Quinn Cami, which there are plenty in stock of. I did have 11 items in my order, so it's not completely surprising, but I'm definitely disappointed as I've had really good luck getting all items I've ordered and no cancellations throughout J. Crew's recent debacle. I did call CS and the rep I spoke with was VERY friendly and helpful and offered to ship via 3-day instead of standard shipping.
ReplyDeleteJ.Crew's phone representatives continue to be pleasant and cooperative in spite of what must be a hellish time to be them working there. I feel horrible for them!
ReplyDeleteI received my Turkey order with all 12 items in the correct colors and sizes. So happy! One bummer - I ordered the Tissue Chiffon Rose Cami. I tried it on for about a half hour and 3 of the roses have already fallen off. :(
ReplyDeleteI swung by the Michigan Ave store on my way to a movie today looking for the cashmere hat/glove/scarf in black (does anyone's store have those?). They had a couple of sweater sales going - cashmere sweaters for $99 and all others 20% off, if I remember correctly. Also 30% off final sale items. The store had one of my items that was cancelled from an online order and then sold out, which was great. Also great, it was marked down, then an additional 30% off (applied to all sale items), and then an additional 25% off because I had that little card with me, which they told me I could use as many times as I wanted between now and Dec. 15.
ReplyDeleteI received the reordered BLACK bubble necklace today! Super quick overnight shipping - Thank you J.Crew SA! (Instead, the BLACK men's jacket will go back to J.Crew!) But now I'm waiting for refund of the original order... :(((
ReplyDeleteOh My! My luck has run out! I just got my first messed up order. This was an order of items for my husband for christmas. It was missing the main item - a sweater. It contained a shirt I didn't order. It was missing a pair of socks. AND NO RECEIPT!!!
ReplyDeleteJust called CS and am in the cue which is 9 minutes waiting -- man they must be swamped!!!
--lucegirl
anon 7:12 - When did you place your order? Sorry to hear about the mess, and what shirt was in the order maybe it someone here order it?
ReplyDeleteAgain, J.Crew site is working but running very slow...
ReplyDeleteOT: How does the tartine fit? I sized down b/c I heard it's boxy, but on another site I heard it was actually TTS...What are your opinions? Also, what size did you order & what is your bust size, if you dont mind me asking!
ReplyDeleteI ordered an XS and am afraid it will be too small...Can I cancel and re-order in another size? Ive been told that theres only a "20 minute window" in which you can cancel your order...
Thanks!
It depens on how you wear Tartine cardigan. I don't think Tartin is boxy, actually more "fitted" than any other sweaters in my opinion. I usually order sweaters in XS. My Tartine is TTS for me. But if you want to layer under Tartine, you might want to size up. HTH!
ReplyDeletelucegirl:
ReplyDeleteI didn't receive a packing/shipping ticket in my $700+ order and am quite worried about it. They're sending me a return parcel label and supposedly I won't be charged for the returns made using this label. I have never returned to the warehouse and I'm nervous they'll screw up the returns (esp. since they can't get the original shipment correct).
What are they doing for you?
I received the
ReplyDeleteWool jersey Stephanie dress item 96809 and it's absolutely horrid. I'm sure someone out there loves it so no offense! Unless you're able to super-size down (then it'd be too short unless you're petite) I don't think it's very flattering on. Especially those big buttons and the droopy ties on the sides. It is not lined and it looks very inexpensive. Some of the items from JCrew lately have reminded me of Express clothes from the early to mid 1990's. Maybe someone could wear a chunky turtle neck and funky boots and tights with it but it's not to be worn as shown on the model. I do think it would look better if it was more fitted in the waist area.
By the way, when you get to a page with the Stephanie, it says it's now $11.99. When you click on the product page it's still $39.99. More mark downs on the way??
Oh well, I posted a happy post this morning saying that all my orders have been problem free. Now I just found out that a necklace order I placed yesterday was canceled :( I've been so looking forward to it. So much for my trust in Jcrew.
ReplyDeleteSomeone was looking for a 30% off Martin and Osa code. Here is one that is valid until 12/24/08.
ReplyDelete52216266
I posted earlier saying my Odile bag purchased with the 30% Monday had shipping...and now it has arrived. The order is correct and it was super fast shipping. So I guess they can get some things right. Though I still never received any email saying it had shipped.
ReplyDeleteWell, here's another topper~don't call me crazy~I am doing enough of that type of thinking for myself right now:(
ReplyDeleteAfter my screwed up TURKEY order on the 25th AM, I have had to call most everyday. Many of you know my story by now and yesterday--a nice CSR offered to re-send me (with free overnight shipping), a couple items that were from the original order that I needed ASAP and said I could add whatever else to the order plus the 30 off. Well, okay I thought, there are a few other things I would get now with the 30% off and free overnight shipping which should guarantee I get the items without them first selling out.
Guess what?? my order came (super fast) but with two items missing! One being the skirt that I needed! Guess who is waiting on the phone now for 45+ minutes. The skirt is sold out (yes the replacement size from the first order) and a jacket. They want to credit both back and re-send the jacket. I got the most inept CSR and finally had to ask for a mgr (yes, I remained nice the whole time with lots of deep breathing techniques). The mgr gets on tells me the inept CSR has re-ordered the jacket but says in a sz 4 which is the WRONG size and that it is being over nighted--holy shit~you gotta be kidding me. Now she has to stop that order by re-routing the package and once again order my jacket--and CHARGE me again! I started to get pissed when the MGR told me she was sending me the RIGHT size jacket via STANDARD shipping! I told her "don't you get why the jacket should be sent the same way it was originally when it was MISSING from the order?" Then she had the gall to tell me I could pay for overnight shipping! That's when I lost my cool--the deep breathing turned into FIRE breathing! I am royally pissed off--she did finally send it free overnight--gee thanks!
Finally, on to the skirt which I ask for a "we will pretend to find it" and cross my fingers.
I am MOST definitely done with online..someone email me when the mail orders are are in good working order. I am not doing it anymore. After I call everyday about these orders, fight tooth and nail for compensation and measly shipping fees--J Crew--in the words of Chelsea Handler "suck it"! Sorry and thanks for listening
This is just my take on the "deal getting" or whatever you want to call it. I don't think it is scamming, but it is also kind of irritating to me when people try to layer discounts and do things that aren't allowed. If it's not allowed, it's not allowed, and I don't think you should expect an exception to be made for you. Some policies are not defined clearly, but many are, and people still choose to try to get the rules bent. I was behind a woman at a b&m today who was trying to layer 4 different discounts. It was truly ridiculous, as she held up the line for about 10 minutes as well as flustered all the sales associates, who weren't sure what to do/. Bottom line to me? If you can't afford to shop at J. Crew, don't shop at J. Crew. Don't become a nuisance trying to make it more affordable for yourself.
ReplyDeleteOMG!! I am sorry but I am back.I just checked my jacket order and she charged me $27.50 to ship the jacket! I GET to call back--I have seriously lost it for good. I am sorry to spread the misery but things are beyond bad with JC. Also just got another item cancellation. WOW~~I am speechless. DO NOT ORDER!
ReplyDeleteBug pin:
ReplyDeleteSorry to hear about what happened to your oderes... but your post made me laugh:) you're so hilarious!!! (pls don't take it badly - we all feel your frustration). You're always welcome and please keep us updated.
I received my "Turkey" items yesterday and one item was one size too small and another was one size too large. I looked my receipt, just to make sure that I ordered what I thought that I had, and it matched. However, the wrong sizes actually fit well. It worked out fine. However, I shouldn't have received the wrong sizes.
ReplyDeleteOT:
ReplyDeleteMartin & Osa has 25% off all sale items
(*and* free shipping, no min: hear that, JCrew??)
: )
I'm counting my blessings I guess, because I've received my TURKEY order already and it was all there, the right sizes and colors even! Granted, some of it didn't fit so I returned it to the store, and they even refunded shipping charges! Hooray!
ReplyDeleteMy JCrew had just about everything on sale today when I went in and I'm having them search for the Rivington kitten heel boots in my size since they were marked down to $149.99 in store!! The price differential between online and in store shocks me sometimes...there are some great bargains in-store, especially combined with the student/educator discounts!
To the anonymous poster at 10:12 who is jumping all over Fab. FL Mommy for "scamming".
ReplyDeleteYou must be jealous, or a sore head, or so full of yourself, not to mention stupid, because "scam" means fraud. If you plain out "ask" for the discount, that is not fraud.
J Crew knows it's customers, and when you shop regularly, they will treat you fairly. The salespeople in the stores are always willing to help you get the best price you can, because then they know you will come back and shop again. So it works for everyone involved.
That's NOT scamming, so go pick on somebody who
is as much a sorehead as you are.
I will add that I just looked up the canceled item, a necklace, and there are over 99 left!! All I can do is laugh--one must be DESPERATE to shop here and I am having a serious "Ground Hog Day" flashing back to this summer!
ReplyDeleteMickey is going to have a heart attack. Someone in shipping needs be canned, IT needs to be pounding more coffee and working overtime and honestly I fear this is going to be SUPER hard for them to recover from--the HOLIDAY season royally screwed for them! I fear JC is going down in a ball of flames:(
It is very weird... The orders I placed yesterday appear "Completed" on my account. Usually it takes at least couple of days before "completed" I can not find allocated tracking numbers at UPS web site...Seriously I worry about my orders. What is going on????
ReplyDeleteIt is very weird... The orders I placed yesterday appear "Completed" on my account. Usually it takes at least couple of days before "completed". I can not find the allocated tracking numbers at UPS web site... I haven't even received shipping confirmation email. Seriously I worry about my orders. What is going on????
ReplyDeleteMy TURKEY order was missing one shirt. (Warehouse seems to be having trouble keeping track when I order multiples of same item in different sizes, but if I am going to pay for shipping, I going to get my moneys worth!).
ReplyDeleteBut here's a good one: one cashmere sweater came swaddled in tissue paper embossed "Talbots". When I called CS this morning about the missing shirt, I mentioned the tissue paper twice just to guage her reaction and she had none. I guessin' they are hearing a lot of crazy stuff.
JC apparently does nothing to inspect merchandise that is sent back to the warehouse. With all the shopping and returning that has been going on the last week due to promotions, I am going to be very circumspect about ordering anything after the holidays. Who knows what they will have taken back by then.
J.Crew charged me again the amount which they should refund for my cancelled order! I Can't belive it...
ReplyDeleteoh no, bug pin! what skirt was it?
ReplyDeleteI've ordered twice from J Crew over the course of like a year and a half -- both times from the internet. The first time they never sent my order AND never told me about it. The most recent, a few months ago, they did notify me that they were canceling 1/3 my order -- which was annoying because I was willing to pay s/h for more items, but not necessarily for less. Neither time did I get more than a form apology, though I complained each time. Don't order online anymore because of it -- if I'd at least been given a token 'we're sorry' I might have tried again, but ...
ReplyDeleteI returned most of my Turkey order tonight (I had probs with one item and got pissed off so I returned the rest too) and the B&M store was SO nice and apologetic about my mishap, they even refunded me the original shipping charge. Not to mention they continued to honor the student discount above and beyond sale prices (even extra % off promos).
ReplyDeleteViva la B&M!!!!!! Boo online...
I received the regularly priced turkey item placed 11/27 today without mishap, and also the orders from 11/23 and 11/25 too. It's kind of strange as I noticed a lot of boxes seems to arrive at the same time, even if I ordered them a few days apart. Not sure if it's J Crew or UPS.
ReplyDeleteThe rest of the 18 items are finally being shipped. Out of the lot, there's only one that I will be seriously ticked off if I don't receive.
Stop by South Coast Plaza tonight and they had a few new items in the sale section which was an add'l 30% off.
ReplyDeleteDream Valerie Bow Cardi
Open cardigan with the satin trim- can't remember the name of it but a lot of people liked it when it first came out. It came in navy blue and grey. Marked down to $99.99.
Juliet heels in blanched almond - $129.99
Got a TURKEY order missing one item - a skirt that they have since told me was unavailable and has been refunded to my card. Also, instead of a size 0P pant I got a size 6! And there were a few things I wanted to exchange because they were too small.
ReplyDeleteCS (via email) was VERY prompt and told me I could return everything together without incurring any shipping charges AND that I would get free shipping on my next online order. I thought this was pretty great, though as a petite purchaser I am annoyed in general that I usually have to pay for shipping clothes back and forth, not knowing what will fit.
I thought I had managed to escape the TURKEY fiasco with no problems...wrong! Box 3 of 3 arrived with no invoice and missing a sweater I was charged for.
ReplyDeleteI'm on hold now waiting for CS. I *only* have an 18 minute wait. I can't imagine how long the wait was earlier when all you East-coasters weren't in bed yet! :)
At least the CS line has some decent music...
WRT all the missing items... I wonder if someone with access is ripping off inventory and selling it on eBay or wherever. Could happen... Obviously something bad is going on somewhere along the supply chain.
ReplyDeleteOr are their IT systems really just that bad?!
Just got off the phone with CS (18 minute wait was really more like 30, but who's counting?). I got a really nice girl and she explained to me that the glich seems to be that items went out of stock as orders were being filled and the system, instead of canceling the item, kept it on the invoice, which is why so many of us got charged for missing items that are now out of stock. There is also, obviously, a problem down in the warehouse because whoever is packing these boxes is letting them go despite seeing that things are missing.
ReplyDeleteWhile it sucks for us, the customers, I also feel bad for the CS reps! It would stink to have to deal with this onslaught of calls, all complaints/problems/etc. My gal told me she is just as worried as we are about orders...she said called her husband on her break and asked him to comb through her recently delivered order to make sure it was all there!
Paperwork Missing --
ReplyDeleteI was able to resolve my missing sweater and shimpment reciept without issue. They said to just use the email version of the receipt if I need to return anything from the order once I get the items that should have shipped. I am not going to worry about this! Interestingly - when I told them the men's sweater that was missing -- CS said that there were problems with particular items in the distribution chain - like what the prior poster said -- if something sold out - and people kept ordering it -- more than 1 person was getting a shipment with the same thing missing. ALthough -- the items that was missing from my box -- was in stock when I called to report it. WHO knows. The visual in my head of the JC warehouse is quite entertaining...
--lucegirl
Oh - and they aren't doing anything "extra" for the trouble -- just resending the missing item -- no refund of shipping or anything. I don't really care -- I just want the sweater...
ReplyDelete--lucegirl
I have something positive to say about J Crew--I have only ONE TIME had a NASTY CSR in all my 100's of calls (this is all throughout summer with gobs of crazy orders too and all the current mishaps). They are all so pleasant and very willing to help and do what they can. THIS is something JC is training it's reps to do RIGHT:)
ReplyDeleteI do have to back it with one slight negative though. Ever notice how calm they are-almost to the point of ignoring or..I don't know..it's like they can almost robotically go through the motions and tell you, "I am sorry about that" and then just get straight down to work doing something to rectify the order but it can feel so emotionally devoid of any real "heart."
As a customer that just went through such a ridiculous call with even a mgr--where I had to say to her--are you seriously thinking you are charging me shipping right now--when it is YOUR fault the item is not in the box?? Like, HELLO--anyone in there?
I want them to offer me something right then "we will offer you free shipping on this order" (shipped the way it came the first time OVERNIGHT!) And perhaps--send out a courtesy note with free shipping or $10 off on a future order for my troubles. I don't want to have to ASK for these things-that is wrong (but squeaky wheel gets the grease)! You know, fix the problem but make it feel better when I make the CHOICE to shop with you again which right now will ONLY be via the STORE!!
Anomy@8:57,
ReplyDeleteExactly! That was my point from the beginning! Scamming/trying to bend the rules in your favor and ask for special treatment...Yes, those kind of people make me a "sorehead" (to quote somone else). The coupon is for instore use and that is that....
I sent two emails to C.S. and it has been 24 hours and I have not gotten a reply to either.
ReplyDeleteI will not order again from JCrew online....EVER. They are really in bad shape.
I could see the company going under very quickly with all these issues as this is just a sampling of the problems on a much larger scale...My LOVE has faded from JCrew after a decade and now I honestly can't stand them. I cannot imagine treating customers as poorly as some of you have been treated and coming out clean on the other side....this is really going to bite them in the but.
Well, I spoke too soon. My 2nd turkey order arrived today and the hammered-silk tank was missing even though they charged me for it. There is no indication that it will be shipped in another box even though there is room in the box that arrived. I'll have to call CS tomorrow. With that said, I've been ordering from J.Crew for 15 years and this is only the third order that has been messed up so I'm not ready to give up on them yet.
ReplyDeleteI think I'm done for the rest of the year. In the past 2 weeks I've bought 3 crest tees, zebra cardi, 2 stretch shirts, 2 hammered-silk tanks, flannel Kate dress, Super 120s Blair dress, boucle Astrid jacket, boucle Penny jacket, super 120s pencil skirt, wool gabardine skirt suit, double-cloth Madeline coat, and the silk tricotine short Cecelia dress. So congratulations Mickey.
Bug pin: I am also in the same boat, I noticed on the web some of the items that I wanted were back on-line when J Crew lost my parcels, I called CS and they reordered with 30% off and fs, the on-line ordering and orders placed by the rep do not mess up until hours later, and this is resulting in cancelled orders. So the items that I wanted so badly got cancelled on me too.
ReplyDeleteAnyone else noticed that the inventory counts are some items keep going up I wonder if it all the missing items, I was told they go back into inventory.
Also how does JC explain the boxes that go MIA from the warehouse to the truck?
fellow posters: If I have an order and they sent me shipping notification but there is an n/a under tracking number, what does that mean? Am I never going to see it?
ReplyDeleteAnony@4:17
ReplyDeleteYes, you will never see the item or items...:(
OH Thank goodness...I could not have slept without the definition for: scamming....so glad there are lawyers and teacher around this blog!
ReplyDeleteI can't believe all these posts! In spite of my screwed up EXTRA20 (pre-TURKEY) order, I've still been thinking about placing an order or two before the holidays. Now, given all the craziness posted here, I'll probably hold off. Thanks to everyone who let us know to proceed with caution!
ReplyDeleteI noticed that J.Crew recently updates rare items in the middle of the night. Now it is 4:20 EST and I found following items after EXTRA30 was extended.
ReplyDeleteSketchbook roses Belle skirt: size 10 $39.99 only 1 available
Ciffon Rosette belt: slate rhubarb $14.99 only 1 available
Felted wool mini: Camel in size 2 $59.99 only 1 available
I've wondered why J.Crew uploads items which are already sold out, but now we know: They upgrade in the midnight and all good deals are gone by the time we wake up. But it doesn't make any difference anymore as I won't order online...