As mentioned in the "So long, long weekend: 20% OFF your jcrew.com order" post, and by several JCAs throughout the blog, several popular items "disappeared" from J.Crew's website during the recent FABFEB promotion. Unfortunately, this practice of removing popular items to prevent customers from applying the current offer is not new.
A big "thanks!" to Beth who not only contacted J.Crew about this but shared the following response from J.Crew:
...Thank you for reaching out.Whaat?!? I highlighted the part that I found interesting and annoying at the same time. I will address two parts to this email, please bear with me.
That style was temporarily removed from the site, because it was ineligible for the FABFEB promotion offering 20% off your order of $150 or more. This style recently debuted and in low inventory, these styles are removed during promotions to allow other customer to purchase the items at full-price first. Promotions must be added at the time the order is placed and are not eligible on previously-placed orders. We are unable to apply any promotion to this item.
If there's anything else we can do to assist you, please don't hesitate to reach out to us. You can contact us 24 hours a day at 1.800.562.0258, or simply reply to this email. ...
First, I am totally cool with J.Crew excluding new arrival items that are extremely popular from promotions. It makes complete sense. I get it. But instead of secretly removing the items, and their item pages altogether (thus disappearing from their website), why not just say that those hot-ticket items are excluded? (It's not like J.Crew does not already employ that technique. How many times do we see in the fine print that collaborations are excluded?) It looks shady to make it appear like all items are eligible for an offer, even though it is not the case.
Second, the "to allow other customer to purchase the items at full-price first" line bothered me too. How are those customers able to purchase online at full-price when the items are pulled from the website!?! Crazy move.
Overall, I am disappointed by J.Crew's disappearing-item practice. Hopefully, they will make things simpler for their customers (and themselves!) by being up-front with their exclusions.
What are your thoughts on disappearing items during J.Crew promotions? Do you think J.Crew should make it clear which items are excluded?