So many feelings rushed through me while reading the email. Mainly I was hurt because it was an item I had been stalking online for quite sometime. (Yup, I am an idiot to have wasted my time!) It wasn't like I placed the last one of the item either. Oh no, there was stock left over after my order. I even called CS a few days after my order to make sure everything was okay. The CS rep said of course and that everything looked fine. Yet, my order didn't make it. So here is my open letter to J.Crew:Dear J.Crew,So there it is. :( I don't know what is left to say except I am going to start to see other retailers again. Right now Land's End Canvas is courting me pretty heavily. ;)
My feelings are hurt. The email you sent is so cold and impersonal. Like we didn't share all those wonderful years together. You know I didn't "cancel" my item, so why even say that? I thought we were friends.
When I called you about the email, you said you were sorry. But I don't think you really mean it, since you then told me that it was never a guarantee when I placed my order and that I could have avoided this by purchasing regular priced items early on. {heart braking a little bit here}
You kept telling me the new information system upgrade from two years ago would reflect inventory properly so emails like this would never be sent again. I believed you. I wanted to believe you.
I don't know. Maybe we should take a break. I still deeply care for you, but hopefully the time apart will help me figure some things out.
Love,
Alexis
P.S. I don't care for your P.S. either. Of course you are not going to charge me. Why would you even say that?
Have you experienced the {dreaded} cancelation email recently? What would your open letter to J.Crew include?
Oh I have had that email more times than I want to think about. :(
ReplyDeleteI like your P.S. the best: Yes, thanks for telling us we won't be charged! (thanks for...nothing!)
I am sorry you are so disappointed, Alexis! You deserve better!
I too have received this dreaded notice. Now, I just rarely buy popbacks or when I do, I don't count on them until I have them in my hands and have checked them for flaws.
ReplyDeleteSorry, you didn't receive your order, and it might be nice of them to offer a % off on something else (Banana Republic has done this for me), but a store can't sell stock it doesn't have and no inventory system is perfect.
Aw! Sorry Alexis, I TOTALLY know the feeling! I always get that email when I try to buy a popback. I give up on popbacks now. It sucks that when you get this letter they won't do anything to "make up" for it. It was their fault so I don't get why they don't throw in free shipping for your next order or something?! So lame!!!!
ReplyDeleteI always get that email when I order shoes on sale - urgh. I'm sorry but the comment about buying the item full price was just rude. 90% of the stuff ends up on sale anyway (because lets face it, as much as we love J.Crew, their prices are waaaaaaay too high and they know it) so there should be no shame in purchasing something reduced.
ReplyDeleteURGH.
I'm already on a break from them (for lent) and I'm telling you, my wallet is totally thanking me!
Yes, I have gotten this email about a half a dozen times at least. And, like you, there was inventory left a couple of times as well.
ReplyDeleteOne thought. I know for a fact that JCrew's system was down for over an hour yesterday--closer to two hours total. My online PS told me so. She could not place my order. So, with issues like this I can see where it may appear there is still inventory when there is not if the systems are down and an online order is placed.
So sorry, been there, not happy either.
Ooooh ... that makes me so angry when I get that e-mail! I personally feel like sold out items should not even appear on the web site, including when you search for them. It makes shopping with them feel like a waste of time!
ReplyDeleteI have pretty much given up shopping for popbacks. This kind of email...NEWS ABOUT YOUR ORDER is one of the MANY reasons I no longer want to waste my time to hunt down an item, sometimes it comes defective or a totally different item is in the bag. Like kitsmommy said I don't count on them at all. I don't get my hopes up b/c the notice is likely to come....sorry it happened to you too, Alexis.
ReplyDeleteThe last e-mail I received like this was captioned "Your Cancellation Order Has Been Processed." I had to call up and say "WTF?" because of course *I* didn't cancel the order; they did, for lack of inventory. At least they've changed the text of the e-mail!
ReplyDelete(Though I can't complain . . . I've had some good luck with popbacks lately and nary a cancellation notice.)
Aw, I'm sorry...that is the worst feeling ever. It has not happened to me with J. Crew, but just happened the other day with Anthropologie. And the stupid authorization is still on my card (it usually is for a few days) which is annoying, too.
ReplyDeleteI love your open letter, though:)
Since you're looking to others....LE Canvas just sent me an email today - free shipping if there is one Canvas item in your order. You have to click through the email to get the promo so sign up for those emails! And LLBean Signature has 2 new items up for sale before they do the full on roll out soon (a chambray dress for women and shoes for men).
ReplyDeleteI had a similar experience with Eileen Fisher, when I ordered an item and then they were uable to ship it.
ReplyDeleteBut...they gave me a $25 gift card for my troubles and disappointment!
And, it was a sale item!
Awww, that must have been so disappointing. I hope the item you wanted shows back up! I have to admit, my spending at J.Crew is down about 90% at the moment. I'm hoping to send them a message with my wallet.
ReplyDeletehaha love the letter! this happened to me once, and I called to complain. I said that Banana Republic compensates me with this happens with them, and j.crew ended up sending me a $10 gift card, so it's worth a try :)
ReplyDeleteUgh, so annoying. Sorry, Alexis! I think you are totally justified in seeking out other retailers at this point. It would be a different story if they seemed truly sorry about the cancellation and offered some kind of compensation for your frustrations, but...yeah. Something needs to happen, either a more realistic inventory representation online, or better customer service.
ReplyDeleteYou know, good for you, Alexis. How quickly people forget how crummy of an infrastructure they have and how poorly the company they run is a direct, I mean DIRECT reflection of their CEO, Mickey. Spend a little less money and time chasing down these "indie" designer/models and a little more money on getting my order right. I'm pretty fed up too, but it's not like the company cares. Oh wait, yes, they will throw in free alterations. (Walking away...)
ReplyDeleteI share your frustration when this happens--so annoying. Last time it happened to me, the item they had cancelled showed up again online in the sale section update the very next morning! By then I decided it wasn't worth the aggravation to try to reorder.
ReplyDeleteWell written, heartfelt missive. I too am sick of the cancellations. I got one yesterday for a CC item (about all I'm buying lately) and it of course plopped back today. (Mistype but I'm keeping it! "Plopped" fits somehow in this instance.)
ReplyDeleteAs much as I hate cancellations, being sent the wrong thing is the real bee in my bonnet this winter. It has happened like four or five times, either the wrong color or item altogether!!! I'd rather have something cancel and not have to take it back to the store and waste my time like when the wrong thing is sent. It's all disappointing, though, isn't it?
lol@the PS
ReplyDeletealexis, i got the same email a few days ago
This doesn't really have to do with this post, but everyone here seems so knowledgeable and I didn't know who else to ask! For the past month (maybe 6 weeks?) I had been looking at a pair of sandals on the JCrew website. They were catalog/online order only. They were flat, came in 3 colors, were very strappy, and the color of each was a bit two-tone. Sorry for the poor description! Anyway. I went back to look at them the other day and they are gone! And not even in the sale section.....just gone! They were so adorable and I was going to order them though I have never before ordered shoes online in my life. It just seemed out of character because I know things usually stick around on their site for a while. If they didn't end up in the sale section, is there any chance of them every returning? Thanks, ladies!
ReplyDeleteYou're more than welcome to join the Land's End/Canvas "crew".
ReplyDeleteI just placed my first order a few weeks ago and I'm in awe. I got a Canvas boyfriend slub cotton t-shirt. It isn't the thin, going to get holes slub cotton but the perfect level of thick. Also, got a pair of petite LE jeans that are my favorite jeans now. Most jeans are too tight in the thigh but this has the perfect width for thighs. Also, the rise is high enough but not too high.
I'm already contemplating my next order. Thanks for the heads up about Canvas emails. I only signed up for LE and now I've signed up for both!
Ladies, you are the best! Your comments (kind, humorous, and truthful) made me feel so much better about this cancellation.
ReplyDeleteDaniBP: Thanks for nothing with their PS is right! Like its a favor they didn't charge us. ;)
KitsMommy: Great point! I love that BR offers customers a "mea culpa" with a code to be used on the next order. It definitely takes some of the sadness away. :)
Ashley: I am sorry to hear you got the email too. Pop-backs are its own came of J.Crew roulette. ;)
Cloggsy: I thought the comment about buying full priced was rude too! I was taken aback. Especially since some of the new arrivals goes on sale so quickly. I agree with you: There should be no shame for buying on sale! :)
Genny: Sorry to hear how often you get this email. That sucks! :(
NYC Recessionista: I am with you, sold out items should appear never. It is like dangling a carrot on a stick. It's cruel. It's J.Cruel. ;)
Hexicon: I got that email once too! It sent me into a panic and having to call them in hopes of salvaging the purchase. It really is a WTF moment because you totally didn't cancel it.
Coco: Sorry to hear about your Anthro order. And to have the authorization lingering is an insult. :(
Kristin: I got that email from LE Canvas too. So great of them to have all these offers! :) I also got the email (albeit too late for me to use) on Monday for 30% off and free shipping on any item. I am crushing on the Canvas line.
SE Mom: That is great customer service from Eileen Fisher! I love hearing those great CS stories! :)
Roxy: I have a feeling the item will show up in the next few days. Just mocking me with its availability. ;)
Chanel Fashionista: Love that BR compensates for these mix-ups. I agree that J.Crew may want to incorporate some version of that. Also, that was nice of J.Crew to send you a gift card. :) No gift card offering for me though. :(
AppGal: I couldn't agree more with your realistic inventory representation comment. I know no system is perfect, but I honestly thought the system upgrade would have addressed this issue. Ah well! :)
Christy: LOL! Free alterations comment was hysterical! :)
Ann: Isn't that the worse! To see your canceled item available for purchase later on! It really isn't worth the aggravation.
CheesyGoodness: Oh no! Sorry to hear about your recent cancellation too!!! :( And being sent the wrong item (which happened to me a few times) is pretty bad too.
Casey: Sorry to hear about your item being canceled too. :(
Sloane: Yes, I do think those sandals will be back in stock if it was a new arrival. I find that items last around a year on J.Crew's website (from the time it arrives to when it goes to Final Sale). Also, if you have the item number you might want to call customer service and have them do a "we will find it for you" (to locate it through the stores). I hope you get your item! :)
Amalea: Thanks for having me! :) I got LE Canvas Poplin shirt in navy and ordered the light blue because the fit, material (a little stretchy), and style are perfect. In fact, I love the shirt more than my J.Crew perfect shirts. Now I have my eye on a beautiful dress. Love them! :)
Wholeheartedly agree - well written missive. I recieved a "newsie" email twice for the same item. Doesn't speak well for their attention to the detail in the tactical execution of their customer service AT ALL.
ReplyDeleteAlexis sorry to hear abour your cancellation notice, I do not buy FS to avoid this disappointment. I purchased a Slub Cotton Henley from EB on their 30% sale and I never knew slub cotton could be so thick and not see through. I walked into BR today and it looked alot like JC, they had the popular Chino Safari jacket, ruffles, and a similar style to the Scout chino. There are other retailers out there, you just have to have patience and try everything on.
ReplyDeleteSomething has happened to JC, their once stellar CS is no longer, and their styles can be found elsewhere for cheaper prices.
Heidi, I love your question, where was the inventory hiding???
ReplyDeleteAlexis, I am SUPER sorry; I feel you totally. I ordered the perfect pencil skirt in the plum color, and it was backordered until mid-March. I called twice to verify that the item would actually ship, and both times I was told yes. Then, I got the same email you just received. I'd suggest calling CS, I got a nice person who sent me a giftcard to make up for the mistake. It doesn't make up for the item you/I really wanted, but at least it's an effort on their part.
Sloane: I wonder if its the Soleil Nubuck Sandals, Item# 20308, that you are looking for. They were a new item that sold out really quickly. I was also looking at these but now they are gone! I'm hoping they get more in!
ReplyDeleteElizabeth:
ReplyDeleteI just googled soleil nobuck sandals and I found this image:
http://tipsysociety.com/wp-content/uploads/2010/01/sk-jcrew.png
Those are them! Do sold out items typically come back once they have restocked? You'd think if they were so popular, more would be available.
I hate this email! I received it a while back and was absolutely livid (I'm getting all worked up just thinking about it). When I spoke to someone on the phone, they were pretty unapologetic and didn't do much to ease my pain.
ReplyDeleteI really wish that these emails came with some sort of, "P.S. We do feel really bad about this, and to prove it, here's 20% off your next order."
Like Cloggsy said, most of their stuff is grossly overpriced, so there's a clamor to get things on sale, which is why things like this happen... That person on the phone sounds like a douche for making the comment about buying regularly priced merchandise.
Sorry for your loss. :(
Sloane & Elizabeth: I was thinking it was those too. They came in wisteria, champagne, and... er... I think it was "tobacco", and were catalogue only I think. I truly hope they get more in too - I was dying to get them. It seemed like they were available for only a matter of days. Not cool. I've seen them pop back a couple times, but only in one size (12).
ReplyDeleteLove it, Alexis! I've received that email too. I guess whomever wrote it thought it would be cute and funny but I agree, it's just irritating. And it seems like they could offer *something* to make up. Oh, but wait, that might not be cost-effective at the rate they send these babies out...
ReplyDeleteOh, and speaking of such things, I can't believe the pear bijoux bracelet (22685) sold out so fast! If anyone receives it and doesn't want it, or sees it in a store, would you mind letting me know? Thanks! :)
ReplyDeleteI'm sorry this happened to you, Alexis. Since last December I've had four items canceled all in separate orders. JCrew needs to step up in their inventory management or better yet do searches storewide to find those items for you.
ReplyDeleteThey should offer you or anyone a free shipping with no minimum or % off future order for order canceled due to error in their poor inventory management.
Sloane.. I posted my comment before I saw your response. I have seen sold out items come back a lot, but it seems totally inconsistent. These are on final sale now, too, which I thought was REALLY odd... they were out of stock when FP, and then moved to final sale really shortly after they came out... I dunno.. I thought popularity somewhat played a part in when something went on sale? But it doesn't seem to bode well for us scoring these :(
ReplyDeleteOh, I have so been there and I feel your frustration!
ReplyDeleteLast fall I ordered the Harbor Pea Coat during their outerwear promo, and after a couple of days got a cancellation notice, worded as though *I* had cancelled the order! I called CS and they said it was out of stock, yet they showed stock on the website. They scratched their heads and placed a new order for me at the sale price.
I thought fine, ok, little hiccup but no worries. Then, a couple days after that, I got ANOTHER cancellation notice! And there was still stock showing online.
CS couldn't understand why it kept happening. They re-ordered the coat for me and gave me free expedited delivery.
But I was always to taken aback by the wording of their auto-reply, like I was the one choosing to cancel my order when clearly it was their system booting me out.
Heidi, ThANK YOU!!! On the phone right now with one of your friendly SAs
ReplyDeleteTHANK YOU SO MUCH!!
So sorry your item was cancelled Alexis!
ReplyDeleteI've had that experience before (not lately), and was super-disappointed. Again, it's not that I am going to die for not receiving the item. It's the whole concept behind it because we are betrayed once and once again! We are promised something and then they come back and cancel on us. Ugh!
Are you serious when you say they told you you could have avoided this by purchasing regular priced items early on?
This makes me wonder if it's a marketing strategy at all. In the long run, they'll get those who can afford full-price items to really purchase full-price items rather than waiting for a sale.
Oh, Alexis, I can certainly empathize! Anytime I order a sale item I can never get my hopes up because I know that most often, I get that dreaded email.
ReplyDeleteI think it's so rude of them to tell you that you should have purchased at regular price early on. J. Crew, the root of this problem is that your inventory is not up to date and your website continues to have issues.
In my open letter I would thank them for sending me a pair of cords that smell like they were worn and buried under a pile of ashtrays, and then thank them for allowing me to be more open minded and discovering other stores --like Boden! :D
I've received this email a few times and once I was really choked but I can't even remember now what the item was so obviously it wasn't as big a deal as I thought at the time. ;-)
ReplyDeleteThere is likely some manual entry with popbacks whether they are returns or end-of-season stock from the B&Ms. Inventory errors are bound to happen.
J.Crew is pretty good at making some of us ardently pursue certain items but as someone else said, they can't sell something they don't have.
Heidi: You ask the best question! Where are these random pop-backs from seasons-gone-by coming from? I picture a magical warehouse in Virginia run by stylishly dressed Umpa Lumpas. ;)
ReplyDeleteChristy: Your point about CS is right on! :)
Casual-Crew: I will definitely be stopping by BR this weekend. And you are right, a lot of other places are offering JCrew-like items that I should check out. :)
Rynetta: I am so sorry to hear about your pencil skirt! It's awful that it got canceled, even after you called twice to check on the order!! The worst!
Ally: It really is an awful email. This email brings no comfort. I also love your new P.S. line. I think J.Crew should consider using it. It's perfectly worded.
MommyDearest: I agree that the email should be reworded. There is just something about it that doesn't sit well with me.
JCrewPhD: Sorry to hear about your experienceS. That sucks that it has happened so many times!!! :(
Clicquot: Your situation made me feel frustrated all over again. How could they continuously show stock for that coat and yet cancel it!?! That's crazy!
NewYork0311: Right on! It's not like I won't live without the item, but it is super disappointing. Especially since I had been stalking it for so freakin' long. Also, I am completely serious about the CS reps line that I could avoid all this by buying new arrivals when they come out. I was so taken aback by it. I told her what's the point when the items go on sale so quickly. Then she said something like that is the game we play with inventory then. Ugh.
TresTippy: LOL! Your open letter about the cords is hysterically funny. But, in all seriousness, its horrific that they sent you a pair in that condition. Gross!
BayBayBay: Sorry to hear about your experiences with this email. Awful. :(
OT -- These may have been mentioned in a post yesterday, but there are new markdowns in the store:
ReplyDeletecrosshatch pencil skirt - $69.99
crosshatch blazer - $119.99
double breasted merino cardi - $69.99
O/T: To those looking for the Soleil Nubuck sandals they were marked down to $99 last week and it is sold out. I ordered mine 20% off FP during promo but the Wisteria color I received was poorly made. You could see dried glue marks on the nubuck and showed poor workmanship for "Made in Italy" shoes. Not to mention the smell of the glue they used.
ReplyDeleteI called to exchange and they were completely sold out and they said at this time they were not making more. I ended up returning and I'm just going to get one of the gladiator sandals...
Just a guess but I bet the random popbacks from a year or more- past seasons- are returns people make to the stores and then the stores send back to JCrew. They cannot put the older items on the floor to sell; that I know for sure.
ReplyDeleteSorry Alexis...I got that email a few weeks ago for a FS item I'd been stalking. I was so upset...it appeared, and then disappeared in an instant! I hate when that happens and I've been waiting for an item to be marked down...come on J.Crew! Thanks for letting me know about LE Canvas though. I had never heard of them, and I'm going to be doing some shopping today. Also, J.Crew has had Liberty Fabric in the past, which I love, so in case the message isn't fully out...on March 14, Liberty of London and Target are rolling out a collaboration line...not sure of the quality, but will definitely take a peek. The shift dress featured in magazines looks adorable! Always love your blog...thanks!
ReplyDeleteBarbara and other,
ReplyDeleteI just got in the mail a few momentes ago the ladies new spring catalog from LLBean. Some amazing cute pieces. I almost felt like I was looking at an old JCrew catalog. Lots of critters if anyone is still into that like I am:) Happy Shopping.
Sign up online to get the catalog sent to you. Worth a look in paper vs online as well IMO.
Wah! I'm sorry to hear that your item got cancelled, Alexis. I think every time I order something I worry that I'll get that email.
ReplyDeleteGood for you for writing them a letter! Imagine if we all did that every time we received the dreaded email? Hmm...
sorry that happened, Alexis - I've received that email a few times. I ordered the sonia snakeskin clutch ummm...I think a total of 4 times, and it got canceled. every. freaking. TIME! and a suiting skirt I ordered on 1st markdown, which makes me mad because I see it pop up every once in a while and can't complete my suit because year to year the fabrics change just slightly.
ReplyDeleteWhen I want a break from the crew, Anthro always entices me :) and their in-store SAs are supernice.
aw, i'm sorry alexis:( i recently placed and received a jcrew order of two pairs of shoes and some gloves they arrived fine, except that i checked the website and now they have restocked the color of the shoe that i originally wanted, and now i'm stuck with the ones i ordered. is final sale really always a final sale??
ReplyDeleteI only had the cancellation email once, for a pair of boots that had popped back in my size. I wouldn't have been that upset if they had sent the email sooner, but they sent it after five days from the date of my order. Five days to realize that something isn't in stock????
ReplyDeleteIf it can be of any comfort I received a similar mail (not phrased in the same way but same thing) from the Gap a couple of times, so it's not only Jcrew.
How ridiculous that they told you that you "could have avoided" not receiving an item you thought you'd purchased, fair and square. Never mind that they "could have avoided" the situation by using an inventory system that works properly. This is a great example of what's given J. Crew CS its snobby reputation over the years. Why have a sale at all if you're going to make your customers feel bad for taking advantage of it?
ReplyDeleteThis morning I ordered some popbacks I'd been stalking that are waitlisted...so I'm sure I'll be getting the dreaded email in the coming weeks.
And Alexis, so sorry you lost your item! :(
ReplyDeleteOuch .... can't believe they commented about how you should buy the item at full-price! We aren't stupid, JC! There are only about 2-3 full-price-worthy items per season IMO... if that! And many of those items still end up going on sale at some point for at least 20-30% off! When they discount items before they are even seasonally appropriate to wear, why WOULDN'T we wait for at least a little price break on most things? Sheesh!
ReplyDeleteAlexis, I haven't received one of these emails in a long time. I'm sorry that happened to you, it's so disappointing. On the other hand, I did receive the wrong size of an item I ordered and am busy trying to get customer service to make that right.
ReplyDeleteHeidi, I just took a bunch of NWT items from as long ago as 2 years into the store to return. I think Summer is right, that's where some of these old random popbacks come from.
I always thought I either needed a receipt to return a J. Crew item, or a history of the item in my J. Crew card account. For many of these items, I had neither. They looked them up and gave me the last selling price as a merchandise credit. Many of my items were ordered as tagalongs to make the minimum for free ship. I ended up with a fat gift card! I fully expect to see some of them show up on the website as popbacks.
Alexis, I got the same email this morning. The metallic leather gallery hobo that I placed an order on yesterday morning and was super excited about has been canceled :-(
ReplyDeleteOnce or twice is understandable but I think I got over 10 canceled order emails in the last 2 months..which is very annoying..especially when I purchased something on extra20 promo:-(
Well everyone has already said it, but how rude of the CS person to tell you you could have avoided this by purchasing the full price item "early on" ?!! I mean it is getting annoying to me when I buy a few items at full price and lo and behold they go on sale just over 2 weeks later! Even my experienced PS can no longer predict which items will sell out and what will go on sale quickly anymore and yet lately has been saying (rolls eyes :) "just wait a few weeks and it will go on sale". I mean so that is really disappointing to have your order cancelled but also as I said, stupid and rude for them to make that comment to you about the full price item, esp with the way they are doing things lately. Sorry you missed out on your item though...I never even bother with popbacks though, but maybe just because I am too impatient to bother with that stuff :)
ReplyDeleteSeriously, would it kill them to offer a one-time use FS coupon when they cancel orders like this? I still remember Boden giving me a $10 credit when they informed me that something I ordered was actually going to take three weeks to be in stock. They had me for life after that gesture, and it only cost them $10!
ReplyDeleteSo, again, why can't JC comp shipping when they do stuff like this? It's such a little thing on their end, but it engenders customer loyalty.
Since this morning, I got in some CC I ordered with the last 30% off. All the items were the right ones, thank goodness, but the pair of Riley cords I bought for next year were someone's cast offs. Where do these popbacks come from? Apparently, from someone's grody laundry pile!!! They have a stain on one leg and the hems are worn looking. No hang tag, either. I don't know if this was a bad return or they got majorly shopworn, either way, they should NOT have gotten sent back out.
ReplyDeleteI called CS to get this fixed. I asked to get another color at the price I paid, since what I bought was out of stock and the other colors didn't go as low. They very pleasantly complied, so if this happens to anyone else, at least there's a decent solution.
While I was on the phone with CS, I wanted to fix my recent cancellation that popped back. What happened was, I ordered a CC sweater with the percent off. I got a lovely cancellation email. It popped back in the exact size and color so I reordered. I asked to be charged the price I paid originally. They ended up agreeing, and crediting me the difference. BUT! Before they agreed, they had the unmitigated gall to ask WHY DID I CANCEL MY FIRST ORDER?!?!? Did I wake up in Bizarro world today and not realize it? Now, all I can do is wait for it to ship...
Amalea:
ReplyDeleteI have been contemplating a LE order, but not sure about sizes.
Did you go with your usual petite size for the jeans? And for the tee, what size did you go with? How is the length on the tee? (They are usually too long on me, would love to find some tees I can wear out and not tucked in.)
I have experienced worse thing than a cancellation email. There was one item that I have trying to get for months, and finally it came up and I placed the order for it. But when I received the package, it was a wrong item but with the tag of the item I thought I was buying. When I called the customer service, the guy didn't even sound like he trusted what I told him and was reluctant to offer me free shipping for returning this wrong item, though he eventually did. I was so disappointed and I didn't even trust that they will refund my return shipping if I did return. So I just gave that wrong item to my friend.
ReplyDeleteI've never had that email but I'd rather get that than what I just experienced. I was so excited to score a popback of the Silk Tiered Cami in Toffee. I got my package today only to find a different tiered/ruffled cami (t-shirt) in a pink color.
ReplyDeleteSo, I feel your pain.
I have received those, even for orders that my PS had placed for me - shouldn't they know when an item is available and make sure that the customer's order goes through? After all, that's what "personal" customer service is all about. JCrew has cute clothes, but is a mess from a business perspective. You just live with that or move on. I live with that for the time being, although I must confess that I buy less and less items from them. :(
ReplyDeleteGigiOfCA: Thanks for letting us know the new markdowns! :)
ReplyDeleteJCrewPhD: Wow! The pair you got did not sound like they should have been sold. :(
Summer: That makes complete sense. It explains how these older items reappear all of a sudden.
Barabara: Ah! I hate it when you see an item you are coveting pops up and pops away quickly.
Kat: It is a bit sad to start thinking (like I did two years ago) that maybe an order might not go through. We shouldn't have to worry about it! :)
JCBelleMarie: So sorry to hear about the clutch! And the suiting story is awful too! You are right, the suits from different seasons do not pair up perfectly. So you really do need to buy the whole suit.
Camera Obscura: Thanks! Also, you can always call CS and explain your story. They may let you return. :)
Ema: I am sorry about your boots. It is weird that it takes so long to figure out no items are in stock.
Mimi.Magnolia: LOL! I love your first paragraph. Yes, it could have all been avoided if stock didn't appear as available when its not! ;)
Lindsey B.: I hear you! New arrivals eventually go on sale, so if I can wait, why shouldn't I? ;)
Desert Flower: I am sorry to hear about your wrong size order! I hope CS can resolve this solution properly! :)
MissMasala: Oh no! I am sorry to hear you got the email too! The leather gallery hobo is beautiful. I can understand your excitement, and then disappointment. It is too annoying on J.Crew's part.
SydneyGirl: I agree with you. The "buy at regular price" comment was something she could have kept to herself. It wasn't the time to hear it. Thanks for the nice words. :)
Lauren S. It would have been nice to have been offered a one time code of some kind or a gift card. It's great to hear about Boden coming to your aid like that- that's amazing!!! :)
CheesyGoodness: A stain!?! Outrageous!!! That should have never left the warehouse. I hope they remedy that mistake. As for the comment about why did you cancel your order- again that would piss me off. Bizarro world is right! ;)
Gata: Sorry to hear about the order through your PS. I would think orders placed that way would have a better success rate of delivery too!
Everyone: Thank you so much for sharing your stories & comments! There is comfort in knowing you are not alone. :)
I'm definitely guilty of returning NWT items long after they have faded from the site. I ship them all back in a big box and just for fun, watch for them to popback on the site. Lately I offer them up on the Weekly Exchange for a couple of weeks first, just in case it's something that someone else really wants. I would be better with prompt returns but there are no stores in Canada so I have to take on a trip to the U.S. or ship it back at my expense and I'm never in a big hurry to do that.
ReplyDeleteI fail to see the greatness of Land's End Canvas. I admit it's a great step for Land's End, and I have seen a few items I like, but overall it is missing the edge of J Crew. J Crew has its problems with quality and inventory, but it still has good, fun, and different items (as different as you can be with a national chain!).
ReplyDeleteNot sure if anyone else experienced the issues I had yesterday. I went to my B&M to do a few returns and was told the entire system was down and they could not take returns from the catalog. They said that jcrew.com was down as well?? I then tried on a few items and needed to order 1 item from the catalog. Since the system was down my SA and I got on the phone to place the order. The helpful CS rep took my info and said that as soon as the system was up she would place my order... I then checked the website later last night and all was working and I saw it was in stock. Called today and guess what? that nice CS rep NEVER placed the order and now it is sold out in my size!!!!!!! ARGHHHH
ReplyDeleteTwiga,
ReplyDeleteYes, Genny mentioned the JCrew system being down in the 5th post this morning. I knew it too as I could not log onto my account and was wondering (knowing) something must be going on so I contacted my PS and she told me the office was CRAZY b/c of the issue of the computers being down.
After receiving that notice so many times, I'm even surprised whenever I place an order and everything is available!!
ReplyDeleteIs this why J Crew just emptied my shopping bag too???
Twiga, I called yesterday for a price adjustment on new spring items I ordered last week and are now on sale, and they said the system was down.
Crystal, that happened to me once too! It was last year's double serge pencil skirt, the wool one, in bronzed ochre. They shipped me a corduroy skirt, same color, with the tags (I'm talking sewn in tags and outer tag) that matched the wool skirt. It was so bizarre. I just went to the B&M immediately to return it and they were pretty shocked too but luckily were not suspicious.
ReplyDeleteLuckily I've never had this happen to me. Does this mean I order too much at full pop?
ReplyDeleteMy last order did take a full week to ship from the time I placed it with my PS till I received an email that it's on it's way.
More and more I'm lovin' Canvas, LE is quickly winning me over.
Meredith,
ReplyDeleteFind something and give LE Canvas a try. The quality it outstanding and NO time limit for returns.
Also, LE has THE BEST customer service IMO. I have been ordering from them for years. They leave JCrew CS in the dust. And, yes, for the most part JC's CS is very good. But they cannot come close to LE's customer service.
Ok this is off topic but I can't find a place on the blog to ask questions.
ReplyDeleteWhat is up the the cashmere stripe scoopneck colors? I like the one that LOOKS teal- but it's called slate? and the one that looks grey (what I thought would be slate) is called pale turquoise? i'm afraid to order and get the WRONG color! anyone see this?
Twiga: I went to make some returns last night and due to the system being down they couldn't do it but try it this morning.
ReplyDeleteI would be so upset if a CS said they would place the order and to find out she/he didn't and it's sold out now. You should demand them to do a store search even if it's a sale item. Hope you get that item you want.
When I get a canceled item email from BR or GAP they always include a 10% off code for a future order. At least it somewhat makes up for the mess up.
ReplyDeleteTwiga, that happened to me too - I purchased 2 Icon trenches (for size) and went to return one yesterday and they couldn't process it because JC's main internet system was down - they could process returns for items purchased in-store but not online. So irritating!
ReplyDeleteOT -- for those that are interested, the dogwood flower earrings in both colors are on sale at the store for $29.99.
ReplyDeleteAll of these shipment and inventory mixups are starting to make me feel like it's 2008/2009 all over again! Grr!
ReplyDeleteThat e-mail makes me furious. They could at least include a free shipping or 10% off code. Something to show that they realize they screwed up and they're genuinely sorry.
ReplyDeleteDuring the recent 30% off FS, I ordered several items I've been stalking for ages and I was SHOCKED that I didn't receive the dreaded e-mail and every one of my items was exactly what I ordered and brand new. Like I said, I was SHOCKED.
Sorry to hear about your cancellation email Alexis! Fortunately, the only ones I have received lately are for orders that I actually DID cancel, but then I haven't been purchasing from Final Sale lately, either, so that is probably why.
ReplyDeleteI didn't realize the system was down yesterday, but my online PS did mention that she got a new computer and it took a good part of the day for it to be installed. I wonder if a lot of the other employees got new ones, too? Maybe that was part of the issue? I did make a few returns at the B&M yesterday afternoon without any trouble, though.
A couple of people have wondered if FS always means FS. My experience has been that if it is not marked Final Sale on your receipt that comes with your order, you can return it. Very seldom do I see Final sale , with and asterisk , on my receipt when I purchase online and I have been able to return everything I did not want....even if I ordereed it under a FS promo. When placing your order online, Final Sale items will be highlighted in red at checkout. If they are not highlighted in red, even if you order them from the sale section of the website, you can return them!
ReplyDeleteAlexis, how was the sizing on the Lands' End Canvas poplin shirt? How does it compare to JC perfect shirts? The LE website suggests sizing up on that shirt. What do you think?
ReplyDeleteThe saga continues... I did a 'We will find it for you' (NOT) and no luck- got the dreaded e-mail right back at me... So the stalking continues- Isn't that pathetic that now I have to stalk the website and hope for a popback? I must move on....
ReplyDeleteI had the same experience on Sunday! I took in my bag of returns and they said the computer was down for direct returns. I left my bag with my personal shopper who took care of everything Monday morning and then mailed me receipts and my gift card.
ReplyDeleteMy online personal shopper sorted out my skirt issue. She ordered me the correct size and I can mail the wrong size back free. Hopefully the right one shows up this time!
SE Mom:
ReplyDeleteIn the petite jeans, I'm usually about 8-10 in all the jeans and got an 8 in the LE jeans.
The t-shirt that I got is the boyfriend scoop neck and the description states mid hip which is where it hits on me. It is Canvas so it's not a petite size. LE has petite t-shirts that I haven't tried yet. I would assume from my Canvas experience that will fit true to description. Most shirts that I get are S and rarely a M. The XS t-shirts have fit me quite well.
Good luck!
xoxo: That makes sense to ship them all back at once. Hopefully Canada will get its own B&M stores soon! :)
ReplyDeleteMeredith: I agree it doesn't have the edge of J.Crew, however there are lots of pieces that are similar to J.Crew, with great quality and lower starting price points. It was hard for me to "cheat" on J.Crew, but LE Canvas is making it easy. ;)
Twiga: Several JCAs, (including myself), found the system down yesterday too. At least it was just for a few hours. It definitely reminded me of that crazy summer when the system was down for days. As for your order, it is really awful that the CS never placed the order. I would be furious! That also sucks the "we will find it for you" didn't work either. Grrr.
Summer: I can only imagine how hectic the employees were while the system was down. It is awful for everyone involved.
LDC: Isn't it crazy how quickly some of the new spring items went on sale? Not complaining about it though, just surprised. :)
Em: Sorry to hear about your skirt too- It is bizarre!
JCrew Guy In Canada: LE Canvas is a great line that is winning me over too! :)
Amanda & Matt Dalton: I don't know for sure the color (because I haven't seen it in person) but you may want to call CS and have them explain the colors. They have better info (or at least, I hope they do!) :)
JCrewPhD: I agree that BR & Gap sending the code for a cancellation is a nice touch to an otherwise crappy situation. I hope JCrew considers something like it. :)
Silver_Lining: It is irritating after you traveled to the store. :(
Priya Cherry: Thanks for sharing the new price! :)
Lindsey B.: It totally reminded me of the system upgrade time too! Let's hope it never goes back to those days.
Heidi: Oh wow! That is quite a price drop. Thanks for sharing! :)
Jeane: Congrats on getting all your items- that is fantastic! :)
FFM: You might be right, maybe online associates got computers so they had to freeze the system. Although, what an inconvenience for everyone!
TXMom: I agree with what you wrote. I would add that a lot of times items on promotion (like the 20% off sweaters going on now) are in the Final Sale section, but are not really Final Sale items, just on sale.
Jeane: Don't size up! I found that going with my J.Crew size in tops (which is now size 0) worked best for the Poplin Shirt. I did a review of the shirt in a post today about LE Canvas if you want to check it out. Also, you can chat instantly with one of their associates (via Internet/instant messaging) and ask for measurements. That is what I did. I asked her for the measurements of size 0 & 2 and figured out size 0 is best. I really like the shirt, so much that I got a second one. I would definitely recommend it! : )
Desert Flower: I hope you get the right skirt too! :)
Amalea: Thanks for sharing LE sizing. I think a lot of us are going to check LE & Canvas out now. :)