The new email (as shown above) with the subject line "News about your J.Crew order", recognizes that there was not enough merchandise available. They also recognize this was their error and apologize for the inconvenience.
The previous standard email that was sent (also shown above here) had the subject line of "Important news about your J.Crew order...". The original email made it sound like the customer requested the item to be canceled, even if that was not the case. This of course was frustrating to read (and usually was followed by a phone call to customer service to let them know there wasn't a cancellation request from the customer).Although I am disappointed about not being able to purchase the item, I am happy to see that J.Crew finally changed the wording on the email they send to notify customers.
What are your thoughts on the new cancellation email? Are you satisfied with the message? What else do you think J.Crew could include (if anything)?
"we're sorry we decided to withhold items from your order because of the 30% discount"
ReplyDeleteAww I'm so sorry to hear that you got a canceled item!! I've had my share! If you haven't had it done before for a sale item, they'll do a We will find it for you on a sale item as a "one time courtesy."
ReplyDeleteI used my one time courtesy and was able to get my Sequin bow tee shirt a while back.
Try it! Or maybe one of us JCA's could help you find it in case we have one/saw one! :)
I've always received the "new" email when an item is cancelled (twice around Thanksgiving of last year.) I've only received the "cancelled" email when I myself decide to cancel the order. Strange.
ReplyDeleteYeah, this wording has been around since at LEAST the beginning of December.
ReplyDeleteOh that bites. At least the wording on the canx is better.
ReplyDeleteWhat do they need to? Fix the freaking website so it works real-time. Yes, it's improved, but one of the major issues is clicking on something I think is on sale and being taken to a page of full price only items. Or only one color is on sale. It's a waste of time.
Additionally, they (obviously) to coordinate the website w/the warehouse. Whatever they have going isn't efficient enough, esp when they have promos like the one we just enjoyed.
So sad. Yes, I have gotten this email more times in the past year and a half than I did in the 5 years preceding the website update. They just don't do as good of job with inventory/selling as in the past. I don't know how they can go from good to worse with technology advances but JCrew has managed to do this. It is really unfortunate b/c this has really made shopping with JCrew no longer much fun.
ReplyDeleteWho cares? This is the risk that you take when you order final sale, people keep buying FS and complain about it at the same time. This topic is only going to drum up more complaints on this blog.
ReplyDeleteAnony@4:58
ReplyDeleteLots of people care! If you don't please leave and do not post your nastiness.
I have shopped JCrew for over 10 years. I never received cancellations on any items except one in all those years...now, they are having problems and it does make for good discussion.
Really, please leave ASAP and stop posting and just go elsewhere!
Thanks everyone for your comments!
ReplyDeleteAlso thanks for letting me know that the email wording has been changed for awhile. (I didn't know, or maybe didn't notice this until yesterday.)
I am happy that they changed it though. The new wording is much better. :)
Bummer! It would be nice if they offered free shipping or a small percent (say 5-10%) off your next order when this happens.
ReplyDeleteThat really stinks, especially with the 30% off. I think they should definitely apply that discount to the next order you place.
ReplyDeleteBummer, Alexis! Maybe the item will turn up again with better results :)
ReplyDeleteI got the 2nd email yesterday after manually canceling an order myself. the subject line still read, "important news about your order..." but it was just like a reminder to me that I had canceled it. I don't remember them sending emails for that before, but I haven't really canceled too many orders before...
I dread getting the "important news about your order" email. It's probably happened about 4 times. I never received those before the website overhaul. :/
ReplyDeleteWhen I receive the cancellation messages, if I want something else, I request free shipping for a replacement item and they always honor the request. I only initiated requesting free shipping because they had offered it to me on several occasions in the past.
ReplyDeleteAlso, I contacted them about the Final Sale items shipping without being marked as FS on the shipping ticket. (After gambling and winning on a number of orders I finally got burned!) The computer at the warehouse isn't getting the 'final sale' message from the database. As usual, they're working on correcting the problem. I still love you JCrew.
Guess I should add that I have received email cancellations with both subject lines, but the body of the email was still the same-- "we wish we had enough..." *sadface*
ReplyDeleteI hope what you wanted pops up in future sales, Alexis!
I hate it when that happens! I nervously check my email several times a day waiting for the "News about my order" update when I order something I really want.
ReplyDeleteThis "new" email has been around a while--I know I was receiving it last December. I never received the old one, but would be pissed if they blamed the cancellation on me!
They could do what every other store with responsive customer service does--- offer a special discount for a future purchase.
ReplyDeleteRevolve, AE, and several others do this. The fact that J.Crew has poor customer service is something that disincentives me from purchasing.
I have occasionally gotten free shipping, no min. codes from JC when I have an item cancelled on me. Not always though...don't know how they decide to send it or not.
ReplyDeleteI totally agree with Anon at 4:58.
ReplyDeleteWho cares??...... You buy final sale that's the risk you take. End of story!
anon 5:57 am: Chill out dude. Differing opinions are welcome your comments are snarky too you know.
ReplyDeletetastymoog: DUH, inventories are low money is tight more people are waiting for FS to shop, it has nothing to do with the computer upgrade. Get over it. SHOP AT YOUR OWN RISK.
Anony@5:57 is right on. If you are a long time shopper at JCrew (and many on this blog are newbies) he/she is so right on the money!
ReplyDeleteTo Anony@6:51
Wow, you are way off the mark. The computer upgrade has EVERYTHING to do with it.
uhh, anon 6:51am,
ReplyDeleteI've been shopping the catalog/online for over 10 years, and only since the big web upgrade last summer did I experience a canceled order. Why don't YOU get over yourself and stop attacking people for no reason.
-H
I have shopped at J. Crew since the 80's and I had plenty of items cancelled prior to last summer's web upgrade. I also received wrong items in my box on occasion as well as extra items in my box. All of these problems existed prior to the web upgrade. I have always been able to resolve them.
ReplyDeleteI have also had cancelled orders and wrong items shipped from other retailers. It is not an issue that is exclusive to J. Crew. It is inevitable when retailers post items that are in very low supply on their websites. If J. Crew removed items when supply dropped below 10 or 15, you would see a lot fewer cancellations, but you would also miss out on scoring some long sought item.
If the cancelled item pops up on the website at a later date (and it probably will) just call customer service and ask them to fill the original order at the original price and terms. They will be happy to do it.
The correct cancellation email used to be the standard one but something changed in the last few months and they started sending the misleading one. They were still sending the misleading one as recently as last week.
Anony@11:22
ReplyDeleteYou must just have bad luck. Due to health reasons and living in a small town I do 95% of my shopping online. I shop Gap, Old Navy, Banana, JCrew, JJill, Zappos, Endless, Talbots, just to name a FEW. JCrew is the only store in 15 years of shopping online that has ever:
sent me the wrong item
sent me worn clothing
cancelled my order/or item
NO other retailer has ever done this to me. Shows that JCRew is really lacking!
Anon 12:21,
ReplyDeleteOr, perhaps, you have very good luck?
I live in a rural part of the country about 3 hours drive from any major retailer, and I have a very hard to find shoe size so I too do most of my shopping online. At different times I have shopped at J. Crew, J. Jill, Zappos, Shoebuy, Bluefly, Arthur Beren, Garnet Hill, Cole Haan, Title 9, Champion, Amazon, Neiman Marcus, Macy's, Nike, Nordstrom, Brooks Brothers, etc. Most orders are trouble free, but with a high volume of online ordering I am not surprised when there are occasional problems. For example over a one year period, J. Jill cancelled at least 16 items from orders that I had placed. The fact that retailers have postards printed up with "Due to an inventory discrepancy..." means that I am not the only person this has happened to. I order items only when very deeply discounted so I understand that there are limited quantities and other people ordering at the same time as I am. Acquiring things is not my main objective in life so it is not the end of the world for me when an item is cancelled. Human beings make mistakes sometimes and I have plenty of other stuff.
Besides, when I called Nike last year to inform them that they had shipped me my order twice but only charged me once, they told me to keep the extra items as a gift. So I got an extra pair of running shoes for free! The occasional disappointments are also offset by the occasional bonuses.
Anon 11:22 am
Could their inventory system really be that bad, or is it by design? It seems they put stuff on the sale page just to entice you, and then, when you click on the item, they bring you to the full price page with the supposed sale items are sold out. I find it hard to believe that J. Crew can't get a grasp of their inventory. If Walmart can do it, why can't J. Crew???
ReplyDeleteBoy,
ReplyDeleteI am glad I am not you Anony@11:22 That would suck to have all those issues. I order at the same places you do and never had any issues except with JCrew...so I still think JCrew is the one and only that has serious website and inventory control issues b/c prior to this summer I had basically none. So that is my story and I am sticking to it!
Any yes, I do have good luck. I win so many free things and contests my daughter expects me to win everything I enter now (which of course I don't) but yes, luck is mine:)
Anon 9:07pm
ReplyDeleteYou brought up a good point. If Walmart can do it, it means JC is not entirely innocent, esp. when you hear stories where saved items disappeared only to resurface after the FS promo or sale items back to FP during the promo.
While JC may strive to elevate its brand by showering celebs with free stuff, its long term viability depends, largely, on whether the less glamorous people will continue to support it.