This is the weekly "Looking to VENT with J.Crew" post, a place to share our not-so-stellar experiences with J.Crew.If you have recently experienced a frustrating situation with J.Crew, maybe you might be willing to share that information with us in this post.
Please feel free to share your story on almost any topic— including poor experiences with purchases & orders, promotions/ offers, in-store visits, transactions with store associates, etc.
I placed an order last week that included a pair of black bootcut cords. While I was out and about before Christmas, I stopped in the Charlotte, NC Southpark store and found the last pair of black bootcut cords in the same size I ordered for about $20 less. When I tried them on, they were HUGE on me, even though they were my normal size. There is NO WAY I've lost weight (quite the opposite in fact), and I'd tried on that size in bootcut cords before. Anyway, I didn't buy them, even though I wanted to in order to get the lower price. So I get home and found my order with the cords...and this pair fits me perfectly! GRRR!!! Same size, same color, but $20 more expensive. I'm hoping I can find another pair to repurchase at the lower price at the Asheville store. So frustrated with both the size AND price discrepancies!
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ReplyDeletemath teacher, sorry, I guess I'm wrong. Last week people were reporting 30% off the entire store and I assumed it was going on as long as the SHOPNOW promo online. I'm going to delete my vent.
ReplyDeleteAppGal,
ReplyDeleteThat is too bad about your cord experience. I have had similar problems with their flannel lined chinos years ago. I bought two pair; same size and I could not even get one on over my hips and the other fit fine!
I am staying away from final sale. Not even looking for the next few months. I have learned by lesson and am not going to be taken in by the crewlade anymore! (when it comes to final sale online)
AppGal, I've had that happen, too. My ps always tells me to try on even if I've had it on before. I think that the pants get stretched from trying on as well. I recently ordered the leggy denim from the red phone b/c I'd had them on before and the next size up was big in the b&m. Well, now I have to get mine stretched out. :) I hope you can find a pair to get the price difference.
ReplyDeleteI was just told that the stores are doing 40% off sale.
ReplyDeleteTwo vents:
ReplyDeleteOrder a pair of the studded tretorns in 8.5. They arrived and were marked as 8.5 alright- only in UK sizing, which is 11 here... so, they're going back.
Ordered the crystal wing flats with the promo on Christmas, before the code was "publicly" released. Got the dreaded "out of stock" call last night. *sigh* This was the only item I really, really wanted from the order. Anyone have a pair they want to sell??
Thanks for the info, Rynetta. Called my local B&M and they are also offering additional 40% off sale merchandise.
ReplyDeleteKeep telling myself: MUST. STAY. AWAY. Closet is bursting with sweaters already!
Shopalot, I hear you! I am saying the same thing!!!
ReplyDeleteI got my first cancellation e-mail today from an order I placed in November on a final sale item. Boo!
ReplyDeleteI thought it was weird that a final sale item was back-ordered until February when I placed the order, but I wanted it and it was a great price. Now I have to hunt for something similar. :(
I just wish they would have cancelled earlier when I still had a better chance of finding something else. Not cool J Crew, not cool.
I hate price discrepancies between stores and online/catalog and switching promos in the middle of current promotion. I went yesterday to make some returns and bought a sale scarf for my mom and now it's additional 40% off final sale?
ReplyDeleteAs someone said, only thing JC is consistent of is their inconsistencies.
Bought the perfect fit mixed-tape cardigan in 4 colors when it was on sale + 30% off. $20 each was a steal. Anyway, I received them and they are all a hair too small and need to be exchanged. When I first discovered this they were still on sale so all of the colors in my size ran out very quickly. I was bummed but not too much because a few days ago they went back up to full price and everything had been restocked. Well, I was filling out my exchange form today and ALL THE COLORS IN MY SIZE ARE GONE AGAIN. I am so upset. I bought them for the unique colors. I can't justify 4 new cardigans in colors such as white, grey, and navy. This angers me that stock changes so frequently. Maybe if I hold out a couple more weeks they will get fun spring colors in stock so I can try to remedy this. In the meantime I'm going to stop into my local store and see if they can call around.
ReplyDeleteSidenote - Does anybody know how long the extra 40% off in stores is gonna last and if they put out any new sale merch????
Sub
ReplyDeleteLisa, I think those cardis are .com/catalog only :( Hope they will popback!
ReplyDeletemommydearest,
ReplyDeletethat makes me sad :(
however I have faith in a popback (due to the fact that these are basic pieces)
crossing my fingers!
I purchased the Lulu Frost for J.Crew heirloom oval blitz bracelet. It was a gift for a friend and when I received it, I was utterly disappointed. The quality was so cheap. The description said that it is a 10K gold plated brass chain. THAT IT IS NOT. The chain and clasp are so light and flimsy--almost like plastic. Looks like something that you find at a 99 cents store or even you could find something better. The rings that attach the crystal buckle to the chain were already chipping! I returned it immediately. Don't bother ordering any of the Lulu Frost jewelery pieces. The price they charge for such poor workanship is ridiculous.
ReplyDeleteI purchased the Lulu Frost for J.Crew heirloom oval blitz bracelet. It was a gift for a friend and when I received it, I was utterly disappointed. The quality was so cheap. The description said that it is a 10K gold plated brass chain. It is neither. The chain and clasp are so light and flimsy--almost like plastic. Looks like something that you find at a 99 cents store. The rings that attach the crystal buckle to the chain was already chipping! I returned it immediately. Don't bother ordering any of the Lulu Frost jewelery pieces. The price they charge for such poor workanship is ridiculous.
ReplyDeleteUpdate the sale section already! I'm looking for a popback that I got screwed on thanks to an unreasonable customer service rep. I ended up having to drive to the store and by the time I got there the item was sold out. I should have called back and worked w/another rep.
ReplyDeleteIt seems like you have to be really snobby to work at a b&m in Atlanta these days. I have had horrible customer service at Lenox in the past, so I tried perimeter the other day to take back some returns....big mistake. I have recently moved hours away from atlanta, so I do most of my shopping online now, and had a stockpile. I apologized in advance for the inconvenience, but the MANAGER was incredibly rude and annoyed that I had so many returns (probably about 8-10 items). She was also annoyed by the fact that I had ordered one item again after it went on more of a sale, and brought back the original. I'm sorry, but if j crew wouldn't play crazy sale games with me, I wouldn't have to play these games with them....or just make me happy and allow price adjustments for sale items like anthro does. In the meantime, they really need to work on their customer service at their b&m's.... If I spend thousands of dollars a year at a store, I am going to have some returns....geez.....
ReplyDeleteA little OT: I would appreciate it if a JCA who works with an SA or is an SA could comment on what exactly is the huge drawback of being the b&m that processes the returns. Leslie, similar to you, I have also endured the rolling eyeballs, huge sighs, and general displeasure of having my returned handled in a less than pleasant manner. Maybe I'm missing something - does that specific store take a loss on their books? Is it the actual process of dealing with the paperwork? Does it reflect on store commissions or something?
ReplyDeleteSeriously, if your store is *empty* and I come in with my 2 returns, I don't understand why I have to be made to feel 2 inches tall. I'm not taking money out of your hands! And given the current state of the economy and most budget-minded people, I'm sure a J.Crew SA would also consider a return/re-buy when the price of an article of clothing goes down by more than $20 within 14 days.
/rant
(Incidentally, I've been in retail, so I know how obnoxious some customers can be. But I, like I'm sure other JCAs, have everything organized for the SA, try to be as pleasant and courteous as possible, and generally have an item in hand to *buy* with the $ I've gotten back)
Audball, I too, always have everything organized with each receipt, ready to go....I just don't get it...
ReplyDeleteAudball, next time the SA rolls his/her eyes, ask if he/she is feeling ok--for a minute there you thought he/she was having a seizure.
ReplyDeleteOr ask if s/he's having a bad day.
Or ask if she's had a break to eat something, gotta keep that blood sugar level at a safe level lest one gets shaky or cranky. (Ok, I've had that happen to me, now I keep nuts/raisins in my purse at all times)
I think I've experienced an attitude problem twice in the years I've been shopping at my local store. God knows I spend way too much there during the year (online & in store) so there's no excuse for a crap attitude. What I return is miniscule compared to what I keep.
If it bothers the SA to process returns, perhaps s/he can write to Dear Leader and ask that he cease allowing catalog returns in-store lest the SA experience an on-the-job injury via her/his eyeballs getting stuck in the back of her/his eye sockets while rolling them around.
I'm convinced they aren't updating the sale section while the extra 30% off promo is taking place. Last week when the 30% off was hidden, they updated the website each day. This week, they haven't updated at all. I'm not convinced it's just a coincidence.
ReplyDeleteI also got my first ever order cancelled. Totally disappointing.
I would assume they subtract returns from their overall sales and perhaps they're getting some pressure from above to keep their numbers up? I worked at Nordstrom years ago and my dept manager would get a little peeved (not noticeable to the customer of course) when we got huge returns from neighboring Nordstroms. We would take the return hit, while the other store got to keep the sale. The online CS reps seem to push for in store returns while the stores don't want to take it. There is definitely a backstory to this.
ReplyDeleteAlso my vent is about the Aigle boots. Twice I've purchased Aigle boots (first time it was the short grey ones, this time the tall green ones) and received a different size than what was in the box. The grey ones were full price when I purchased them and it was early November so it wasn't a Christmas or sale rush. The CS I talked to today was kind enough to offer a gift card, but they really need to do a better job checking what they are sending out. My size is now sold out. Boo!
ReplyDeleteFollowing up to last weeks vent when I moaned about a gift order placed 12/5 which had shipped (got email), but could not be tracked because tracking no. was "n/a." CS could not explain this in any believable manner. Well, I got a thank- you call from the recipient, so now I know the pkg arrived. Tracking number is still n/a. Deciding whether to let JC know.
ReplyDeleteI took a Commercial Real Estate class in law school taught by an attorney that handled mostly shopping centers and large-scale malls. While off on a tangent, he told us that for most chain stores, returns (no matter where they come from) are deducted from that store's overall sales. He was discussing LL Bean in particular. That chain obviously gets the majority of its business online, and the retail stores would get huge returns from online customers. Those numbers would bring sales down, skewing the B&M numbers. This had a huge effect on B&M sales for that brand, and for that reason (among others), they closed a lot of their B&M stores.
ReplyDeleteIf J. Crew calculates sales this way, I could see how it would reflect poorly on the B&M. This in turn would displease shareholders. But they could work around this by offering free returns (other companies do).
Even if this is true, there is NO excuse for being treated poorly when making returns. I, too, have returns I need to make but keep putting them off because I don't want to deal with cranky SAs.
I miss good customer service!
Catrina, that's interesting...I'm contrasting my experience at JCrew with how my local Sears feels taking back my Lands End Canvas items (for awhile I ordered things in two sizes because I couldn't figure out what my size was from there!). They always did the return with a smile and put customer service first. Perhaps there is a specific agreement with LE and Sears about how returns are handled.
ReplyDeleteEven if the store swallows the return, I don't think there is any excuse for making the customer feel bad. I'm bracing myself for a return I have to do with a FS item. The SA I spoke to on the phone said she would make a note that I could return one of the two sizes I got because we couldn't make heads or tails of the size information she had. While I appreciate her help, I just *know* I'm going to be given the side eye in store LOL!
To add to the return saga, I've heard sa's and ps's mention that returns that were their sales are tracked back to them. I don't know if the amount is subtracted from their total sales (which they receive bonuses and perks for at certain amounts), but it does affect them. I have personally never had any negative comments when I've made returns at my b&m.
ReplyDeleteReturns do affect stores sales and such however there is no excuse for a sa being rude to you!!!
ReplyDeleteSo, speaking of returns (and inconsistent JC sizing), anyone know how flexible they're being on final sale purchases right now? I just received the moto pants I ordered on Christmas Eve (the day final sale came back) and they're *way* too small-- this after I tried them on in the same size in-store to verify the size. Think I'll be able to take them back?
ReplyDeleteAlso-- did I read correctly that they're offering 40% off in-store sale? My nearest B&M is an hr away...
Dear Friends,
ReplyDeleteI would like to comment on how we are treated during returns. I have noticed that when I go to the store with a return being dolled up, I receive a different treatment than when I look "normal."
Unfortunately, the wealthier one looks, the better treatment she/he will receive.
Hope this helps.
Direct sales returns DO NOT affect the numbers for the day for the B&M store in any way. In fact, all of the direct return merchandise is bundled up and returned to the catalog for resale. Just kill the rude SA with kindness......there is no excuse for that silly snobby eye rolling. Most customers, if treated respectfully, will take a look around the store, and end up buying something. And remember, one of the two of you is working for minimum wage, and one of the two of you is supplying the others paycheck.
ReplyDeleteNicely said Chic Chauffeur!
ReplyDeleteI loathe doing returns even though I am yet to experience hostility. Occasionally I'll get the scripted "any reason for the return" and my own scripted answer is — doesn't fit/look like it appears online. Period.
So long as we are within the return time frame and items are New and tagged no SA has the right to make us feel uncomfortable. JC is a catalog/mail order retailer and they should expect returns. Especially since they won't allow product reviews online—It's so simple and runs itself like a bulletin board.
I'm a pretty laid back person and don't make too much of a fuss to service providers in general, but I have written to J.crew Customer Service before when I felt that my local store was being rude/unfriendly/unhelpful. I swear, it seems like maybe the managers at my store got the memo from "on high" and over the past few months have been much more accomodating since then. Anyone who is having difficulties with the SA's at their store might want to consider just shooting an e-mail to CS and see what happens and if conditions improve.
ReplyDeleteI'm sorry but I find the comment about minimum wage to be incredibly condescending, elitist and just plain stuck up. I hope you don't treat people with an air of pretense because you assume that they are working for minimum wage.
ReplyDeleteSun in Seattle - I guess you took it wrong. I AM the minimum wage earner. No offense intended.
ReplyDeleteJust picked up a new catalogue today, lots of clean styles, but absolutely basic and boring. There is not a single item I want, so disappointed. Boo !
ReplyDeleteAppGal-I tried the bootcut cords from this year in navy and they were huge on me too. Haven't tried anymore but glad to hear what happened to you so I know not to risk a size down in them from final sale. On the other hand, I did receive jeans from the last final sale and was 'allowed a one time courtesy' to return them because they ran huge compared to other similiar style, same size jeans.
ReplyDeleteLisa - I'm in the same boat with you on the mixed tape cardis. I was stocking up on them for spring while they were on sale (love them!!). I received two, another was backordered and one canceled. Then they all went back up to full price :( I hate their pricing games!
ReplyDeleteAlso - a new one for me, got my tatum tweed jacket today (love it!) with a security tag attached to it! Very strange - don't those only get attached to merchandise that has been in store? Not catalog merch?
I went to the store today, new roll out is cute, but nothing great. Sale is a mess - left empty handed. (and it is 40% off FS)
I was so elated this morning to see a popback of my beloved mixed-tape cardis that need exchanging...............IN EVERY SIZE BUT MINE. Bahhhhh. I'm still hopefully holding out for them to return. :(
ReplyDeleteI love these things.
Slastena,
ReplyDeleteSo sorry to hear that the new arrivals are disappointing. Remembering the days when JCrew was so unique and fun! Good ole days!
Ok so I ordered the Wool Majorette Jacket in Olive Moss Last week. Great Deal 55.99 Or so I thought.
ReplyDeleteOnline and in the catalog they show you a Jacket with Leather Details and a significant contrast in the Button detail area. Well when you get the Jacket at home it is ALL the same color no leather details or contrast!! extremely dissapointed and to top it off it was a Final sale item! Called Jcrew they said I could return and I also asked to please credit the shipping which they were not going to do but when the SA went to the warehouse and checked out the jacket for herself she realized that yes there is a difference from the product pictured online to the actual item they credited the Shipping ! what happened with this item? Did they make a cheaper version to put on sale?
My b&m store in the short hills mall has the WORST sales staff ever. Whenever I go in there, no matter how few people there are, they never offer to help. I was holding a wool suit jacket in my hand looking for the matching skirt for about 20 minutes without about 4 college-age sales assistants standing there trying on belts or whatever. And the suit section isn't even that big. I HATE the short hills store.
ReplyDeletejcrew is increasingly hiring the most incompetent people. they cannot find things much less determine if an item is truly full price or on sale. and on top of all of this they refuse to locate items for you if they are on sale through the store locator. i found the perfect wool dress for work last week and as luck would have it i was told it was still full price so i passed thinking i would have ample time to buy it in the future. WRONG!!! it was on sale for $99 and i would have gotten an extra 40% off. Now it is not online anymore and they refuse to do a store locator on it. like doing a store locator on a $99 dress would really lose them money!?!
ReplyDeleteI broke down and emailed JC customer service last week after realizing that, despite my best efforts to get over it, I continue to be seriously annoyed that I've been overlooked with regard to every promotion in the last six months, i.e. free shipping tied to my account, the fruit basket, the daily planner and the $50 gift card. Is this how a company rewards someone who not only frequents their B&Ms but places multiple large online orders every month?
ReplyDeleteI did receive a half-hearted voicemail from a CS rep to which I saw no need to respond as I had already communicated my issue. A few days later, I received a large envelope from J.Crew and actually felt guilty for a moment- surely therein would be my daily planner which had gotten delayed in the mail! Well, no, it was some more crappy catalogs like I don't get enough with all the orders I place.
My shopping spree has officially come to an end- and over something like a planner that probably cost you a dollar, J.Crew! Aren't you silly?