Wednesday, May 18, 2011

"Looking to VENT" with J.Crew

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.

34 comments:

  1. I ordered the weekend dress in a size 10 and it never arrived - they sent me a bathing suit instead.

    I requested the "we will find it for you" service in the store and they emailed me 2 hours later saying it wasn't available. (which I doubt they actually looked for).

    Just this week I was able to snag it on a popback in a size 12. The we will find it for you was in a 8, 10 or 12.

    Such a bummer. No one was even sorry that the whole thing happened.

    With inventory control, you'd think they'd realize the had one too many items or one too few. There seems to be NO QA/QC there because I know this has happened to a number of you.

    Thats my vent! Jcrew, fix your inventory problem. Fix your item pulling problem. Fix your problems! (this has happened to me multiple times in the last 3 years. Come on guys!)

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  3. Grrrr.

    I bought the Oxford Ballet Flats in a 9 in February, but they were backordered until 5/30. I'm moving in early June, so I used my parents' address as the ship-to address. Then a few weeks ago I got nervous that the 9 would be too big, so I ordered the 8.5 to be on the safe side, also with the same shipping address.

    Of course, they (both pairs) shipped early (while I'm still at my billing address), and not only are they now sitting at my parents' house, they also shipped me a pencil skirt instead of the 9s. Called CS last night but all they can do is put me on the waitlist AGAIN for the 9s, which are now due sometime in August. (But now I'm moving in late June--so if they ship early again, we could have the same problem.)

    I'm so irritated that I ordered these FP in FEBRUARY and that because of their incompetence in packing (a skirt...for shoes. I think your first clue should probably be that you're packing my "shoes" in an envelope mailer) now I won't even get to see them until late summer, even though I should have gotten them already. UGH.

    Does anyone have any suggestions?

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  4. Dashrashi, I returned a pair of 9's to my B&M a couple of days ago and they may still have them. Send me an e-mail and I'll give you their phone number.

    silver.lining.jca at gmail

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  5. @Dashrashi go to a store and ask them to do the "we will find it for you"?

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  6. OT but there are a few new additions to sale today. Linen suiting (skirt and jacket). Peasant blouse. Lace dress... twisted dress. Etc.

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  7. Okay what the heck is up with J.Crew no longer printing their return policy on the receipts? Not on the back, front, nowhere to be found. Just says to visit their website, which I find to be complete crap. This is the case for both Crewlet and B&M. So I had some things to return to Crewlet, the SA informs me that he cannot take them back because their return policy changed back in Sept. 2010 to 30 days instead of 60. I said the retail store is 60 days, and he tells me in no way is the outlet affiliated with the retail store, something else I did not know. So, I clearly had no idea about the return policy because it's not listed ANYWHERE, not even a sign at the register. I asked him what my options were, he called the manager over and she ended up giving me a store credit because I was unaware of the policy change. I proceeded to tell him that corporate really should reconsider listing their return policy somewhere and he just shrugged his shoulders. I don't have a problem with the merchandise credit instead of a credit to my account, but I do have an issue with a return policy, a major clothing store policy, not being posted anywhere BUT their website. Can someone please tell me what is up with that?! I told him the 30 day policy is now BURNED IN MY BRAIN. Makes me not want to shop at J.Crew at all anymore :(

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  8. Frustrating...I don't receive my catalogs anymore. I moved and told J. Crew my new address and received 2 months worth of catalogs. Unfortunately I haven't received one in 5 months or so. This is really upsetting...especially since there are coupons in some of the catalogs. I re-signed up using a different email address, but the same mailing address...hopefully it will start coming!!

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  9. @nonickname: I understand your frustration as I have had the same experience at the crewlet a month a go. The SA said the policy was stated on this little 5X7 cardboard paper in front of the register. You couldn't even read it if you didn't actually held it close up.

    Yes, JCrew state your store return policy CLEARLY on your receipt than directly me to your old website that needs some major updating. It just seems so shady a major retailer would do this.

    Inventory control is another issue. Why can't a store look up it's inventory on their register computers rather than having a SA look in the back or in the rack for it? Why can't they do store searches instead of having to call several stores to search for "full price" item?

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  10. nonickname and jcrephd, I made an in store purchase yesterday and now the 30 day-return policy is clearly stated. They must have listened to you ;-). Still it is very restrictive, I hope that they will go back to a 60-day or store credit soon.

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  11. I am buying only online anymore b/c I have 60 days to return. 30 days is just crazy if you work full time and have a family and cannot keep running to the mall every month! If the online policy every changes they will have lost me as a customer! I hear you ladies. The 30 return policy is not good.

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  12. I bought a Crewlet gray Jackie back in December. I went to wash it last night and noticed a rather large hole in the back of the cardigan. It's less than 6 months old and I've only worn it a handful of times. Argh!

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  13. I've ordered 2 Jackie shells in Neon Azalea now that have had ink or some sort of stain on them. I give up. I really wanted the set, but I'm not re-ordering it again. How are so many of their items stained? And why do they ship them out with obvious stains on them?

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  14. @Genny - funny, I am no longer buying things online because of the huge price discrepancies between online and in-store prices. Unless I have to get pants, because I need tall sizes.

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  15. Ordered finespun draped tank and they sent a crewcut dress. Following my call to return/reorder, I got an email that item now wait listed until June and CS forgot to apply the discount I had on original order.I just cancelled. So not worth it.

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  16. Alexia,

    You have to do what works for you. With gas prices and my time being money and the closest store being 30 minutes away and NEVER carrying what I go in for anyway...in my book the price discrepancies don't bother me. I would loose money shopping in store the way my life is:)It seems the three items I have my eye on right now are online only items and that is the case with everything I like in the past 6 months or so.

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  17. I love J. Crew's aesthetic and when I had a wedding coming up I jumped at the chance to order the Lorelai embossed dress.
    Well to my dismay the measurements were all wrong. The dress was super low cut, almost-to-the-crotch thigh high and short waisted on me (since I am tall), no to mention the fabric was see-through. It didn't look on me at all like it looked on the model online. Maybe they use petite models? Or maybe the should just have "tall" sizing available for dresses because I am not into the practically thigh hemline look.
    Also the overall quality was much cheaper than I expected for the price I paid.

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  18. @Stene, I don't receive catalogs anymore....and I haven't moved. Phoned J.Crew re. this problem and then received February & March in a priority envelope. That is it. Can't figure out what I've done (other than spend too much $$ at J.Crew.com) to be bumped off their mailing list.

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  19. I was startled at how difficult it was to read the return policy at the register during a recent store visit. The actual policy was written in shadow, as though they were deliberately trying to obscure it. Really strange.

    Another vent, oft repeated on this blog: I really wish J Crew had customer reviews. I find them very helpful for ordering clothes for me and for my daughters. Increasingly I am doing my on-line shopping only at places with reviews, especially Garnet Hill and Boden.

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  20. my order for the coddington shoes in mediterranean olive size 9 went through and i was so happy. a while later, i logged in to my account to find out why i hadn't received them yet and they were cancelled. i didn't even get an email about it. majorly disappointed.

    i also haven't received the navy trench yet. it shows me on a wait list, but there's no date showing on the actual item page. even if i evenutally get it, i won't even be able to wear it this year. i have been on the wait list since early april. considering cancelling it...

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  21. I'm so glad to hear that I'm not the only one experiencing the same problems. I am a new subscriber to this blog. It happened to me at least a couple of times that I either 1) not received the item but was charged 2) received item in color that's not as depicted as the website (I mean way off) 3) not receiving catalogues (I didn't know there are coupons in them) 4) got a merchandise I want but somehow the system cancelled my order.

    So, guess I'm not the only one

    @Alexis, u think the price online is more expensive? I observed that too, but I don't think it applies to all items. I am actually more prone to shop online bc of the longer return pd. However, I think their shipping g charge is way too much.

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  22. I used to receive catalogs regularly, and then when I started buying tons of shoes and a few other things suddenly I'm not getting them any more? I updated my catalog preferences on the web site and got the May catalog, hopefully I'll keep getting them now.

    French Made, sorry to hear about the Coddington cancellation. :( That happened to me with a pair of Miller boots.

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  23. I gotta say, I'm not happy w/my in store PS. My old PS was great. She "got" me and was on top of things for me. But sadly, she left. So, the one I have now, while nice, just doesn't have the eye for putting things together and doesn't catch when things I want go on sale. And she's been very pushy about trying to get me to do "promotions" where I get %20 off if I bring 2 friends and we all spend $150 or more. Please. That ain't happening.

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  24. What is with the espadrilles being on endless backorder AND an outlandish full price of $118? I waited and waited but now I'm done. I cancelled my order and am ok if I missed them. They're really cute but canvas and jute shouldn't cost $118 and I shouldn't be made to wait three months to get them!

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  25. Tamara: I, too, have had endless problems in the last year with catalogs. I finally contacted el heffe (Mr. Drexler) and thought it was straightened out, but...I didn't get the May catalog until last week. So I don't know what is going on but you're not alone.

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  26. Ok. Jcrew has done it again, sent me something completely diff than what the website stated. I dunno what I can do but it. Last week I called and the cs guy was not even apologetic about it.... So disappointing.

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  27. Wow, Jcee, what is going on there! I know it's happened to others but you seem to be having it the worst! I've never received a wrong item, just a grossly undersized one, right tags for an L but sized like an XS if I'm recalling correctly.

    I'm miffed that my aged driftwood Emellines came in a generic shoe box, no plastic bags, and no cloth bag. I realize they might have been a return but I paid $199.99 for the shoes and I think I deserve the complete packaging. I don't know if it's J Crew's fault or if the person who returned the shoes kept the bags. And what happened to the box? I know it's silly, but the shoes feel dirty to me even though they look quite perfect (and believe me, I went over them with a magnifying glass and did an elaborate series of symmetry checks too!) They're for my wedding anniversary which is becoming more important to me each year than the wedding!

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  28. I’m new too (new to posting :)) and also have been not receiving my catalogs on times either. I just have given up. I just received my May catalog.

    Also, I’ve been afraid to order anything online lately since I’ve had sizing issues. Anyone else? Sizing seems to be off more so than usual for me that I can’t trust what the website says anymore. I tried on a fitted size 2 dress this past weekend and it fit perfectly (I’m normally a size 6) and then a size 8 in another dress and that fit great. I know it depends on the style of dress too, but this has happened a lot lately with other clothing..shirts, shorts, etc. Oh well. Thankfully I live near a B&M.

    I do agree on the quality lately..sadly. I’ve gotten a few holes pretty quick in my shirts, which is frustrating.

    Finally, I wish they would carry some petite/tall sizes in stores. I’m petite and buy more things if they were available. I love that places like Ann Taylor, BR, etc. do this.


    Anyways…so glad I found this place…yay.

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  29. I really, really wish they would put pics of models in all the shoes online so we could see what they actually look like on!

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  30. And Tamara I totally agree with you about the packaging. That shows such carelessness on their part.

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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! :)