Wednesday, January 26, 2011

"Looking to VENT" with J.Crew

Preface: A big "thanks!" to Ibi who suggested weekly 'Looking to LOVE' and 'Looking to HATE' posts where we could all "deposit" our best & worst current experiences. I think it is a brilliant idea and will try it out for a few weeks. Hopefully this will help out our fellow JCAs! :)

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.

60 comments:

  1. MUSTSHOP subtle message or coincidence?

    My vent is not about the clothes or the service but about the choice of words JC decided to use for this second back to back 40 percent OFF promo.

    Seems to me they read all the discussion and lamenting about 'over shopping' and 'shopping bans' on Gigi's blog last week. Then to test our resolve, or in a mad panic, they whip out another 40 percent off. Is it just me or does anyone else think that was deliberate?

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  3. Hmmm...not sure. But very interesting observation lbi. Either way, they got me! I managed to stay away from the website the ENTIRE week last week. I was super proud of that as it was a substantial accomplishment for me. But then came this promo...and they got me. I am so weak :)

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  4. ANOTHER order with the wrong item! Naturally it is sold out and there was no restock this am. JCrew is losing my interest and goodwill.

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  5. I know this has been said before, but I cannot believe how horrible this year's cashmere quality is. I love the Cashmere hoodie, and I finally ordered one. I've worn it twice for only a couple of hours each time, and it is pilling like crazy, not only on the arms, but on the body of the sweater as well! It is ridiculous. It's a $200 sweater that you can only wear once.

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  6. mommydearest...I too got another order with a wrong item yesterday, which is two orders in a row now. The part that really ticks me off is that every time I talk to my PS or CS, they make it seem like I'm the only one with these issues. I'm pretty patient but these issues are getting really old.
    I'm a CPA and I can only imagine they have nightmare audits given the inventory issues we see as customers.

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  7. Please, please, J. Crew -- can you make skirts that are a tad longer and maybe a few A-lines????? Not everyone is tall and willowy like Jenna or perfectly proportioned for a skinny pencil skirt. Mini skirts, super skinny pencils don't work for most women. How about throwing curvy girls a bone.

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  8. Pet Peeve -- those personal shopper boxes that pop up much too soon as I'm browsing the site. Arrgh...let me just shop in peace instead of making me click to make it go away! Just like the pesky salesperson who follows you around when you're trying to just get ideas.

    JCREW & Madewell, if you're listening, please disable those pop-ups. I loathe them! I'll open up the chatbox if and when I want your help, thank you very much.

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  9. I totally agree with annegav! I've been really turned off by their skirt styles this year.

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  10. I can't stand the pop up chat boxes either. They never pop up when I actually need help and I can never figure out how to get them. I have found if I click a lot of expensive items it seems to come up, but it could be a coincidence. What is the point of having chat support if you can only use it when they want to give you the box!?

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  11. I have three gripes - two in-store, one online. In-store: lately I've found that lots of the SAs at the two stores I frequent don't seem very up on the current offerings. I've had to do everything short of follow them into the stockroom in order to find specific items that *should* be on the floor but are still hidden away. If I describe the item in detail and give the catalog name, they either (i) ask which JC I work at (I don't!) or (ii) look at me like I'm the crazy catalog/online lady. Also, the stores have been quite messy (beyond the sale section). Online: it seems that J.Crew is taking forever to put some new items online. I got the petite Timex field watch with the plain face and the lemon Sperry duck boots within the past week; neither of them are online yet. I Polyvore my daily outfits, so having them online is helpful. As they are "In Good Company" items, I doubt they're retail only.

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  12. The chat box is helpful when it's in effect, but the timing usually isn't there when I want it. I think the box is activated when reps log into the chat feature and then the popups begin. If there are no reps available, no chat box.

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  13. Why does it take days for stock room to check inventory if my item is no longer available? The order placed on 14th is arriving today (I'm on the West coast). Very annoying...

    Speaking of those online chat reps. I've had an encounter with one couple weeks ago where I asked for measurements between regular and petite size where she didn't want to give me the measurements but just said "petites are for women 5'0"-5'4"." I told her I still needed the arm measurements (which she gave me a wrong info) since I sometimes find the arms to be a bit short. Anyways, it was not a pleasant one cause she came off as why are you asking for so many measurements? Well, if JC was more consistent on sizing I wouldn't have to ask!

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  14. Are the suede flattery booties seriously back to fp? http://www.jcrew.com/womens_special_sizes/size512shoes/size12/PRDOVR~31028/ENE~1+2+3+22+4294967294+20~~~0~15~all~mode+matchallany~~~~~Wedge/31028.jsp

    Glad I got mine for deep discount on sale last week! Stop the price insanity!

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  15. two orders in a row with wrong sizes! In each case, correct size on packing slip, correct size on box or plastic bag within shipping box, wrong size on the item itself. And no, CS, I could not "make it work," nor would I have any confidence in the condition of a clearance sale item located through "we will find it," and no, I did not want to pay to send the stuff back (for FS the shipping label is removed from the packing slip, which would be fine if the packing were done correctly). Finally carried stuff to a B&M, where they were extremely kind and sympathetic, but this should never have happened in the first place.

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  16. WHY is Lauren Hutton's ugly mug on the main page on jcrew.com? I do not understand it. She was a model in the NINETEEN SEVENTIES! And according to my mom 'some people even thought she was ugly then!'

    If I were a new, unsure customer logging in and saw that I probably wouldn't go any further. Especially a guy my age (23).

    Hopefully Feb brings a new home page. VENT OVER!

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  17. /\ She may not be your idea of beautiful, but why the "ugly mug" comment?

    Far, far better (IMO) to use her than some vapid, lifeless looking twiggy model that represents a completely unrealistic standard of beauty for 99% of women. Unless, of course, you're into that kind of thing. Just saying...

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  18. To a poster who seems puzzled:

    Why do we still stop and stare
    at the photo of Jackie with the wind in her hair,
    At Audrey smiling in tight capris,
    At Marilyn walking over a breeze?

    Patchett's cold elegance,Twiggy's sparrow-like charm,
    Shrimpton's blue eyes and darling knees
    Live on in old images, think what you please
    If you saw them today would you jump back in alarm?

    All beautiful? No. All famous? Well, maybe.
    Marlene's nose was too long, Ingrid's chin was too thick,
    And yet we still look when the mouse glides over
    An old movie still, another old cover.
    The style, the grace, gone in a click.

    I'm glad your mom had the chance to see Lauren
    In her youth, in her prime, one of many enchanters.
    I wish she'd taught you some better manners.

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  19. @jbird: Haha. Did I say it had to be a twiggy model? All I'm saying is that she is the wrong choice. I understand girls like the cuteness of older women and classic women or whatever. But I know a lot of people who wouldn't get that sensibility. So guess what- put that on the second tier i.e. the womens front page. And make the main page more neutral.


    @wellfedfred: Like for real though? You're talking in poems? Easy with the poems, please. I must be on the wrong blog/PLANET! And i'm glad my mom taught me to not be a freaking weirdo like you.

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  20. Imax1987 no need to be attacking out little community here! I love wff poems!

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  21. I think Lauren Hutton's beautiful! I hope I look that good when I'm her age.

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  22. iMax1987 - be nice please. WFF is a regular member of our community, and we stand behind our own. Besides, she's hilarious!

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  23. iMax1987, J Crew has a lot of mature customers. Just because you're in your 20's doesn't mean everyone who shops J Crew is.

    When you get older you'll really enjoy posts like yours coming from young people who think that they are the center of the universe. :)

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  24. Just want to add too that the older customers, in general, have more expendable cash, and J Crew is smart to court them. It all boils down to $$$.

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  26. Team Lauren!

    I love that J Crew uses a woman who speaks and acts her own mind. Good for her! And for us for having that example.

    Whatever you think of her appearance--and I vote 'beautiful'--she is confident and self-possessed. And isn't a far more healthy image given all the poor alternatives?

    I'm just sorry that I couldn't make this rhyme ;)

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  27. Ditto. iMax1987, personal attacks are totally unnecessary. WWF is so witty and we love her posts!

    Beauty is in the eye of the beholder . . .not everyone is going to feel the same. Next time try being a little more constructive in your criticism.

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  28. I think Lauren is pretty awesome. But I completely understand that she might not be everyone's "cup of tea". ;) With that said, let's avoid any personal attacks as we have a pretty great community here. :)

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  29. And while I am on this "Venting" post... I just got another order today with the wrong size sweater. I ordered XS and the bag says XS, but the sweater and its personal tag read S. Of course, the sweater in S doesn't fit me and is completely sold out now. Oh J.Crew! :(

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  30. @iMax1987, like manners,(or civility, if you prefer), Ms. Hutton seems to have a wonderfully timeless quality. Even though you may believe that she is not the best "face" to put forth on the website, the fashion industry thinks otherwise. She and few others, (Iman comes to mind), are appreciated not only for their individual beauty and grace, but also their enthusiasm for life. She comes across as very sensible and charming, and seems not to take herself too seriously, much like WFF.

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  31. And I do have something to grouse about.

    I've found a few choice items online in the men's section--but there was nothing gender-specific about them at all! Don't women need office supplies? And wouldn't I want a cotton watch strap for my big big Timex?

    Come on J Crew! It's not all bows and spangles for us gals--especially when you you recognize that we so often 'borrow from the boys'.

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  32. Boo! I got a box today and 2 of the 4 items were completely wrong. Wrong size, wrong color. So sad, as they are sold out now. Sigh.

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  33. All of these wrong orders remind me of something that happened to me last week. I had received an order with a grossly undersized merino cielo cardi, label on sweater said L but it was only 32" around the chest! J Crew had no prob with me returning it, the rep was really nice. I asked for a return label to be mailed to me because the store is not convenient. When I received the label it had my correct first name and address but wrong last name. Did their customer database get screwed up? My order slip had everything correct. It was weird.

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  34. Count me as a Lauren Hutton fan. I can appreciate when companies feature a mature model. And as a woman who's seen lots of fashion, I appreciate what she has to say and her support for J Crew. I'm so happy to see several clothing and other companies feature models of different looks. There are lots of different looks out there and models should showcase the beauty in all of us. Everyone should see a beautiful representation of themselves, from young to old, all the different ethnicities, sizes from small to large.

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  35. Sorry but tell me about my mom and i will personally attack you. Guaranteed! Thats all that was! Right or wrong!

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  36. iMax1987, I can see your point of view. I'm 25 and I don't necessarily see Lauren Hutton as someone to draw me in when shopping for clothes. If she was on a huge poster in a store window I may not even enter if it wasn't a store where I already shop. I would get the impression it is for older women. Just being honest here and nothing against J.Crew, Ms. Hutton or her JCA fans and I can respect the nod to a classic model.

    That said, I do like that J.Crew has some styles that are ageless because I like to buy clothes that will have lasting appeal, like Lauren Hutton does for many people. Having shopped at J.Crew for many years they could have a pic of my grandmother on the splash page and I'd still proceed. Once you have drunk the Crewlade it is hard to turn back. ;^)

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  37. Thumbs up to WFF and Lauren. I would rather see her than some of the vapid skeletons that have been gracing J Crew's photos lately.

    Thumbs down to bad manners and snide comments. If one doesn't like something, there are nicer ways to say so...

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  40. i will chime in about the personal shopper pop-ups... i don't understand why they don't have it in a box in the corner that says "Chat now...we're online." and if they aren't have it just say "We're Offline" One time I clicked on the box and then had to wait 5 minutes for the CS person to be available.

    Also, I kept wanting to order all of these dresses that didn't look like mini dresses on the site, and weren't described as such. When I asked their measurements, they were *all* above 36 inches. The Nanine, Flora, Aveline (cady and crepe), Origami. Some were 33 inches. I am only 5'7" and right above *my* knee is 39 inches. The Banquette is the only dress I've purchased where the length was perfect-- but I wanted to buy a pretty non-work dress... and had to empty my cart. I was going to buy four dresses and ended up buying none.

    btw- when I told the CS rep that they were all too short for me. She said they "are almost 3 feet long" ... (like, geez, what's wrong with you! that is so much fabric!).. and she then suggested I pick the Sophia, because that is the only style that longer than 38 inches.

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  41. Not in defense of anyone at all, but if I hear someone tell another, "wish your mom taught you some better manners", it's pretty...um...wow...offensive and condescending. To me, that phrase can only do harm. It connotes a certain assumption on part of the mom's character, like she neglected her duty to teach good manners. Wish that phrase wouldn't be thrown out so casually these days...

    my 2 cents...

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  42. ..oh, one other question:

    This may sound crazy, so I apologize if no one knows what I'm talking about. But, does anyone have any 120s suiting blazers/jackets they bought in '08 that get these extra-fine fibers sticking out all over them? I thought it was cat hair at first, but then when I pulled them, realized they are coming from the fabric... clear (no color) kind of stretchy or elastic-like.

    If you know what I'm talking about, can you tell me how to get rid of them?
    Thanks!

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  43. How many days after my order and I receive that dreaded email "News about your order"...no jeweled ballet flat for me. Jcrew, get you act together of you plan a big sale!

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  44. MAK, maybe we should blame it on the father. :) (Just kidding)

    I received my latest order yesterday. 4 items, 3 were perfect but the merino dore cardi didn't have tags and it was totally wrinkled. It was neatly folded when it arrived to me but so full of wrinkles I'm thinking someone crumpled it up and returned it in a ball. It was kind of creepy, I don't like buying clothes that people have worn and returned, but I saw no evidence that it had actually been worn. No pills, no creases from wear, no bags, etc. Still, it kind of grossed me out. But on a bright note, the sequined top came with the most wonderful paper wrapping to protect the sequins. The first one I had ordered didn't come like that.

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  45. I feel for everyone receiving wrong sizes and items from JCrew in their orders.

    That is why I had to really stop shopping the end of season sales at JCrew no matter how good the deals. I have not bought anything since final sale started.

    I had SO MANY totally wrong items inside a correctly marked bag or totally wrong item period or defective or previously worn items sent to me I just couldn't deal with the frustration/return/hassles.

    I ordered A LOT but still should not have been happening as many times over the years as it did.

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  46. Last week, I purchased a final sale skirt that's a size up from what I usually wear because it was the only size available at the time and I didn't want to miss out on the "MUSTSHOP" deal. Then I look on the website today and find that the item has suddenly been restocked in almost a full size fun (including the one I want!) and they're all still on sale, too! Grrr!!!

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  48. Why is imax1987 allowed to post? He/she is not even saying anything of any relevance to the topic. So far, the insults have been flying at: 1. Anyone who is older than him/her, 2. Lauren Hutton, 3. Anyone who tried to be reasonable and explain the facts to him/her. Imax1987, if you don't like J.Crew and you don't like their models and you think you are too cool and/or young, then why do you continue to post? J.Crew as a brand is older than you are (many current customers were customers at the beginning) and most of the people who enjoy the brand, know something about its history and also what it is trying to accomplish now. In case you haven't noticed, people older than you- 30, 40, 50, etc. are people, too. They can actually shop and they actually care about how they look. Whether you think Lauren Hutton is attractive is largely irrelevant to those of us who understand and appreciate style, class and fashion. I am glad to see that some of my fellow JCAs are not ageist. Because imax1987, while you are entitled to your opinion, you're going to have a difficult life if you go around hating everyone who isn't you or like you. Wise up and get over your prejudices. Please!

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  49. Thank you so much, Denimologista, for warning me about the cashmere hoodie! I was this close to ordering one, but I don't want to pay $188 for something that pills. Does anyone else have any recommendations? I really want a hoodie.

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  50. Ok, the cord skirts and the trouser cords are really irritating, both for their own reasons. The cord skirt cannot be worn with hose or tights of any kind, because as you walk the front of the skirt crawls up your legs, slip or no slip. And the trouser cords make NOISE when I walk, when they rub either at the thighs or knees (I am a size 4). In a quiet office this is irritating. The regular cords don't do this, grrrrrrrrrr. And, of course, they were final sale.

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  51. Full disclosure, I am not a fan of J Crew using Lauren Hutton either, I don't find her attractive at all, and think she would be better suited for Ann Taylor or Talbots. Let the hate begin.

    Sometimes J Crew items will even have the right size tag on the item, and it will fit like a size up or down. I have purchased multiples of the same item, and some will come super tight or super large, and I am sure they are mis-tagged.

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  52. WFF - Love your poems and your comments. Thanks for the entertainment.

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  53. Charlotte, definitely no hate here for you thinking that Lauren Hutton wasn't a good choice. I'm not a big fan of hers, but I think I understand what J Crew was doing. Hutton was one of the most famous, unconventional, and free-spirited models ever. She was a supermodel before Janice Dickenson. :) She's very smart, has travelled the world, and has led a very full and interesting life. She wouldn't be appropriate for the stodgy Talbots brand, and she's too up-market for Ann Taylor. I think J Crew is appropriate for her. We shouldn't forget that J Crew isn't just a brand for the young, there are plenty of mature women (and probably men too) who buy the clothes. In fact, it wouldn't surprise me if the J Crew makes more money from people 40+ than from people under 40. Now that I think about it ... does anyone have a statistic like that? I'm curious.

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  54. This is off-topic, but WFF is quite clever with her poems. Her poem from the J.Crew of Seasons Past: Holiday 2006! is one of my all time favorites that I have saved.

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  55. Wow, I did a little search for J Crew demographics and I found this. I don't know if it's their target audience for mailing or the actual buyers:

    71% female, 17% male
    average age 41
    average household income $75,000+
    79% own homes
    67% married
    38% have children

    Look at that average age. The range probably goes from 20 to 60. Interesting.

    I was just thinking about Eileen Fisher, which was always marketed to mature women until recently. The brand is having a difficult time drawing in younger buyers, they're using younger models and the clothes are more fitted and stylish, but I don't think it's working. Mature women don't pay much attention to young models, but young women apparently do pay a lot of attention to mature models. Fear of aging, I think.

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  56. Tamara,

    That is interesting. Thanks for the post:)

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  57. If I was as talented as WFF I'd be posting some poems as well.
    I'm only 30 and the reason I've been wearing JC for the past 10+ years is for their classic time less style. I hope JC continues to stick around so my little girl can grow up and we can wear the same brand to some extent.

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  58. Anyone else having problems with the drapey stripe hoody? I've ordered 2 now and both are cut totally crazy and crooked. I could go to wal-mart and get a striped shirt for $5 that's cut crooked, but for $65 i expect a little more.

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Dear J.Crew Aficionadas & Aficionados: Please feel free (and encouraged) to share your thoughts and opinions. :) However, please note that this is still a personal blog. So comments that are considered inappropriate (e.g. obscene, racist, homophobic, personal attacks, rude, and just plain mean) will be removed.

And now back to J.Crew! :)