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 returned several items in one box to the warehouse the week before last. When they finally got around to processing the returns this week, they charged me $5.95 return shipping for EACH item again. This is the second time this has happened and very frustrating to say the least. My PS was able to have the charges refunded, but it really shouldn't have happened in the first place. If you return multiple items by mail, be sure to keep an eye on your return notification emails to make sure the same thing doesn't happen to you.
ReplyDeleteFabulous Florida Mommy,
ReplyDeleteThanks for the tip. I just returned a big box on Monday. I will be watching my email return notification.
Last return I made in Dec. I was charged for using the smart label when I was told I would not be by customer service b/c the one item I returned was obviously defective. I included a note as well and customer service made notes in my order. I was still charged the fee and have yet to see it credited to my account. My online PS has not been helpful and I have tried calling too. Very frustrating!
I have returned things via mail for YEARS and never experienced any problems until this fall/winter 2009.
The stories above are exactly why I rarely send back returns by mail. I am terrified of having something similar happen and I Just don't want to deal with the hassle. If I do return by mail, I always just do it through the post office and pay for the cheapest option w/delivery conf. rather than do a pre-paid label.
ReplyDeleteThanks for the warnings, ladies :) So frustrating that this is even an issue...
Fabulous Florida Mommy & Genny: Ugh! That is terrible on J.crew's part! :( Thanks for the heads up.
ReplyDeleteAppGal: me too! I always visit a store for returns because I am afraid of the very thing Fabulous Florida Mommy & Genny experienced.
I actually prefer to send my returns back to the warehouse because it's much less of a hassle for me (when they don't mess up the refund) then trekking them out to the mall. I've been sending them back with the smart label for a long time now and never had a problem until this past holiday season. My PS said she thinks it may be do to the temporary holiday help they hired who aren't aware of the return label *rules*. Hopefully everything will go back to normal in the next month or so.
ReplyDeleteI always return to the store because the one time I returned by mail it took two weeks! This is despite the fact that the warehouse is 1 business day from here by USPS or UPS no matter what (it's only a few hours away by car). After that I decided it was worth the 25 minute drive to the closest store to have my money back.
ReplyDeleteMy vent is about returns too! But in-store, so it seems there is no good way to return things.
ReplyDeleteI had three items to return last week, all from the same 30% off order, before final sale kicked in.
The store (Boca) was having some problem with its computer processing returns (although I suspect the SA wasn't entering my packing slip info correctly). After trying that for 5 minutes, he says he needs to do it over ther red phone. There is one other SA on the register and a line forming. It takes them 15(!) minutes to process my return over the phone. In the meantime, the other SA is apologizing to people in line because they "had to deal with a very large, complicated return" while looking directly at me! It was 3 items! I ignored it the first time she said it, but the second time I smiled and explained that I only had three items and it shouldn't take so long. Then she said "It's harder to process sale (emphasis here) items." WTF? The other customer said that had to be false (I mean, seriously?), to which the SA said "Well, it's just the way our system is set up."
When my SA finally got back (and I should say, he was very nice through this process), he explained they couldn't return one item because it was final sale. It was the glitter leather wrap bracelet and was about $7 when I bought it, but it dumped glitter everywhere, so I wanted to return it, regardless of the cost. I explained this and he looked helplessly at the other SA, who then said again it was final sale. I pointed out that it didn't say so on the slip or on my email, and she said, "Well, I'm sure it said it at some point. Maybe it was on the slip before but it's not now." You mean to tell me it said final sale on a piece of paper, and now those words somehow mysteriously disappeared? Then she had the nerve to tell me "It was only $7." I don't care if it was $1. it was DEFECTIVE. She finally said that they could take it back, issue a gift card, but it would be a "one-time courtesy." I swear to all that is holy, if that was my "one time," I will never shop there again and I will send Mickey my credit card in tiny pieces.
I have never been treated so rudely in my life (and have had some other poor experiences with J. Crew's CS). I won't be returning to that store, so with final sale also in effect on-line, I'm saying goodbye to the Crew for awhile.
Why can't the people who work for J. Crew be as nice as the people who shop there? Ugh.
Rant over.
Like Fabulous Florida Mommy states returning by mail is easier for me than driving to the mall. I love using the prepaid label. Usually it is hassle free until recently. I leave the package and UPS just picks it up. I usually get my refund with one week. It would cost me about $6 in gas just to drive to my local store and the label runs $5.95-$7.50.
ReplyDeleteReturning by mail is a disaster, at least for me. I returned a coat to them over a month ago.... because they sent me the complete wrong item and I was not about to drive 45 min to the mall for their mistake. I should have because the return was never credited until I called them a few days ago. Luckily, the person I talked to was really nice and helpful and immediately credited my J.Crew card, but I am still nervous. I am never ever returning by mail again. I would rather have my card credited the same day than a month later!
ReplyDeleteCatrina, your rant had me in hysterics! I totally feel your pain. They are lucky they were dealing with you and not me because if some SA tried telling other customers the queue was all my fault, I really might have had to tell him/her off, and loudly. LOL.
ReplyDeleteAnd really, sale items are harder to process?? Maybe in the Mickey-doesn't-like-markdowns universe...
In other news, I am still checking my mailbox daily for my free planner to no avail. What does a customer have to do to get a gift these days? Spend way too much money? Write an email to customer service saying how disappointed she is that she seems to have magically fallen off the gift list this year? Oh wait, I've done all that. Deep sigh.
Maintaining my resolve to spend zero dollars at JC until my Rewards Card arrives, and thereafter until I decide JC is again worthy of my business. If that means doing a lot more purchasing here and on eBay and a lot more shopping in my already overstuffed closet, so be it.
sub :)
ReplyDeleteThe ease of returning online orders to the store (I'm in NYC) is really a major reason for why J Crew gets a big chunk of my clothes budget. Some other mail-order brands also work well for me, but mailing returns and waiting for the credit is always a hassle. I hope FFM gets her money back presto!
ReplyDeleteMy vent is the lack of tall sizes for anything but basics. I can't wear any of J Crew's cute dresses. They're too short in the waist and too short overall. I still regret having to return the beautiful Terra Paisley Shift dress (in fall 2009), and this season they could've sold me an expensive Trudie coat if the sleeves had just been an inch or two longer, or even if there had been enough material in the sleeve hem for a tailor to work with. Sigh.
If anyone can recommend another brand that might do a dress like the Terra Paisley Shift, I'd be most grateful. BR offer some of their dresses in tall sizes, but I haven't fallen in love with any of them yet.
Just received my Nov/Dec promo items this week (don't ask, I have mail forward/stop delivery orders on my address in 2 cities through the holidays, confused the heck out of Canada Post).
ReplyDeleteAll in order but 1) CS wouldn't do a price adjustment on a few items because right after I placed my order they were further marked down...would have saved me $70+!!! 2) boxes did not arrive prior to me taking off for holidays so could not take items with me to return at B&M 3) now that I'm back and have items in hand, they are sold out in my size or bumped back up to full price. *sigh*
The items are not final sale, so I could have returned them, but by mail and not in person. After reading the experiences some of you have, maybe it's better that I hung onto it all.
Oh, one final note, the Dark Pewter Jackie cardi I got has a broken button, but I've emailed CS and they'll be sending me a replacement in a few weeks. And the colour looks NOTHING like the online pics (which looks almost blue/purplish on my monitor). IRL it's very flat, with brown/taupe undertones.
I seem to have a problem with buttons falling off everything from button up shirts to pajamas...on the first wear. I e-mailed CS and they're going to send me extra buttons for a few things. It's a little awkward for an unfortunately placed button to fall off a blouse on Christmas Day with the entire family.
ReplyDeleteI have to say- the buttons have been falling off of everything I have bought!!!! It's crazy! It makes me feel better this is happening to others. I have been taking everything back to have their tailor fix them (I don't sew and don't feel that I need to pay someone to do this because its their fault for not securing them!! What is their reasoning of not securing buttons???
ReplyDeleteAnother return issue here! I've usually always returned things to the store, but lately have been feeling uncomfortable with the response I get from the SAs. They all know me there, but now when I go in, they're constantly pressuring me to buy something else instead of just returning.
ReplyDeleteSo anyhow, I have started using the mail back, and in this particular case I had to anyway, since it was a factory item. I sent back the lace tiered camisole about 2 weeks ago, and get the email today that it was received. That's followed by an email saying "Thanks for you order" (huh? I didn't order anything) and a confirmation that they are sending me a gift card for the amount of the return because it is more than 60 days! The item only shipped to me on December 9! Yes, I ordered it months ago, but its been backordered! Doesn't anybody look at these things?
The SA who helped me on the phone was very nice and (supposedly) credited my credit card right away (we'll see if that actually happens). But the fact that I had to call them and explain it to them is ridiculous!
Other retailers don't have these issues, so why can't JCrew get it right? I've had a card for years, but I'm through. Closing my account and ordering with my AmEx from now on. It's just not worth the hassle. At least AmEx can fight my battles for me from now on.
Catrina, that is awful! A return is a return. It should not matter if it is a sale or regular priced item. They should not have made you feel bad that their computer system was not functioning properly.
ReplyDeleteThanks for dumping my cart in the past 30 min. Thanks for no wishlisht feature. Thanks for making me have to click on each thumbnail to get a zoom of that particular view. Thanks for the zoom not even working at times. Sarcasm, of course.
ReplyDeleteCatrina-you need to make the store manager or regional director (or whoever is above the store manager if they are unsympathetic) aware of the cs's poor attitudes. It's your right as a customer to return those items to JCrew's store. I'm sure JCrew wouldn't be happy to know customers are being treated this way over a few returns.
ReplyDeleteFor those shipping back to the warehouse via UPS, you can enter the tracking # on UPS site & sign up for UPS status updates & delivery notifications. At least you know when JC has the package, & could call if you don't receive the JCrew return emails within a few days.
I did return all I could to the b&m since I had read FFM's issues w/returns to the warehouse in another post. The Madewell & Factory items had to be shipped to the warehouse. Here's to hoping there aren't any issues!
Hate final sale so I'm staying out of it.
ReplyDeleteCatrina- I'm sorry you had to deal with an SA like that! How rude! What nerve that lady had to say its ONLY $7! Shoot, $7 is MONEY! I HIGHLY suggest you write to CS, give the location and description of the SA and your ordeal. I had an instance like yours at a different JCrew a few months ago, and I certainly gave them a piece of my mind. I was later called by the Regional Manager who then apologized my ear off and "remedied" my problem. Sure they can apologize all they want, but that SA still ruined my shopping experience and is probably still out there ruining other people's too!
ReplyDeleteGigiofca: ITA. I absolutely hate having to click on the product image in order to see it closer. Usually the little dial just spins and spins after I tell it to zoom, and then when it actually DOES zoom, it's blurry. Normally I just give up on it and move on.
ReplyDeleteAnd get with the customer review concept already! That would be a plus for UO or Sears buying them out. Most of the stores under their umbrellas use the review system, right?
I really thought the first time they charged per return had to be a *fluke* and didn't think twice about sending another batch of returns back to them again. I'm not sure why it happened again but at least my PS was able to take care of it (again). It is really annoying though to have to spend so much time on something that used to be done correctly the first time. I do think the person in charge of processing the returns needs to pay better attention to what they are doing though. Just like the case with Michelle getting the gift card notification for her lace cami...if someone was physically checking the return invoices and paying attention, they would have known to refund her CC instead of giving store credit. Seems as if this is the next area after quality control to be falling apart.
ReplyDeleteCatrina: I think you should email Mickey Drexler about your experience. The way you were treated is completely unacceptable, and he should know about it.
Catrina your post cracked me, but in all seriousness I think most of us here can empathize with you on your rude SAs experience; especially dealing w/ returns.
ReplyDeleteFirst, that's just weird that an item is coming up FS, when it was never indicated on your order or packing slip. In any case, there is no excuse for rudeness. That SA probably looked bad to the other customers who witnessed the the bad behavior.
My closest B&M are are not as rude, but the manager usually comes close. She also makes off hand comments such as weren't already here before. Yeah, this is the closest B&M, so what does she expect for me to do, drive to another b/c I already exceeded my monthly limit in her store?
On the other hand, I always get taken back with the Nice SAs at the next closest B&M compared to the one closest. And with exception of you ladies, most of the JC customers I have run across have been snobbish and upright rude as well. Just from my experience though.
Catrina, I'd definitely recommend emailing a letter about your experience vs. writing a hard copy. I'm still waiting for a response to my snail mail letter RE: horrible customer service 3 months later. (I mean, I get that snail mail is *slower* but come on!)
ReplyDeleteI always feel a little judged because I do a lot of returns... but my store doesn't carry any of the stuff I like so I have to order and try it! I also do a lot of price adjustments, but I justify it by telling myself J.Crew is the one playing the pricing games, I am just playing by their rules.
ReplyDeleteAnother complaint, DF received the wrong shoes today. The box had two different stickers on it with two different item numbers. Where is the quality control!? They also wouldn't ship him a replacement pair today, said it wouldn't go out until tomorrow. He really wanted them by this weekend (which he should still get if everything goes well), but I feel like for their mistake they should be able to speed things along a bit. They did give him overnight shipping (which doesn't matter because we are 1 day away anyway), but apparently they can't expedite when your order goes out, just the speed it is shipped.
My beloved Stadium Cloth Peacoat in navy w/gold buttons lost a button today. Just an fyi for others to keep an eye out for their falling buttons. My coat is not under any strain or stress so I was surprised when it happened.
ReplyDeletecatrina, you should have reminded her that if it's ONLY $7, then why can't they just give you your money back?!
ReplyDeleteI'm both relieved and sad that I'm not the only one who has experienced such poor customer service.
ReplyDeleteI did write an email to Mickey. Will try to get one out to the regional manager as well. I'll let you guys know if I get a response!
Thanks for commiserating with me :)
I have to say I really miss receiving a J. Crew catalog every month that was packed with beautiful, well-made things to lust after... it was such a staple of my life from 13-30, but I'm finally getting over it and finding places that are a better fit for what I want from my clothes, and that don't leave me feeling totally slimed from every transaction the way JC has for the last year or two. I hate reading the stories that get posted here because I know they're just a small percentage of the tales about how far downhill things have gone at my former favorite retailer. The dress I got in the mail today (the Siren dress) was so poorly draped/sewn (and unfinished on every edge, and looking shredded coming out of the bag) that I think I actually heard myself say "let Sears have them!" I don't know what I was thinking giving it a try in the first place, honestly... it's not like I haven't learned this lesson already.
ReplyDelete