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.
This is OT, has to do with the new factory site. I had a back ordered factory top. Earlier today, I got a cancellation from "the old site" then a few Hours later, I got a confirmation email for an order for the same top, same price and all, from "the new site." Anyone else have this happen? I found it odd, and sounds like they really will be separating them so you won't be able to combine orders anymore. Which would be terrible, I do that all the time! If anything, you should be able to combine JC, factory, and Madewell all together, not be separating further! Ok, this sort Of turned into a rant, but it's a hypothetical rant. :)
ReplyDeleteAnother crappy "improvement" from JC to further me not to shop w/ them! I agree. That is just weird abt the emails.
DeleteAnd, yes. You will no longer be able to combine orders from the two sites so your rant is not hypothetical!
DeleteI liked combining retail and factory orders, boo J Crew! I hope we can at least still use the J Crew card for Factory purchases. I don't understand what improvements are being made for customers with this move. Sounds like it may be only inconveniences for us, going to 2 web sites & not combining orders.
DeleteThat's too bad. I combine orders from both sites too. And I think you'd make more sales that way... You can combine orders on gap, old navy & BR all the time and lord knows i buy more because of it.
DeleteI also think that they didn't (originally) intend for every promo to also apply to Factory items, but it just happened to work out that way because everything was in the same cart. I wouldn't be surprised if we see different or less promos on the new Factory site (remember, it's already supposed to be the cheaper version of JC, ha).
DeleteI have only purchased from the online factory site one or two times, but did appreciate being able to combine the items with regular J.Crew, and also receive any extra % off that might have been going on. If these are things that will not be possible with the 'new' Factory site, then it definitely will not be an improvement, IMO.
DeleteI agree with ajr that they should really allow you to combine Madewell, retail J.Crew, and factory J.Crew orders. That would be a REAL improvement for their customers!
With the free shipping minimum staying at $175, all this is going to do is stop me from buying any more Factory items. Bad call, JC. If you don't want us to use retail promos on factory items, seriously, fix your website.
DeleteI'm surprised Mickey is not taking a page from his old GAP buddies and combining all the JC "Brands" like Gap brands. I love that I can combine all my purchases in one, apply the various promos offered and gives me quick links to similar items from the different stores.
DeleteI'm glad so many agree! And audreybella brought up a great point that I'd forgotten about the gap brands - it is all one cart but they usually have separate promos. So, no reason they couldn't keep it that way if they wanted. It's all coming from the same warehouse anyway, why not save on shipping and processing costs by allowing us to combine orders?
DeleteThe sale promo has been moved from SHOPJCREW for 25% off to MUSTHAVE for 30% off. Good thru this Sun, 10/14.
ReplyDeleteI guess can be considered a vent because I think it's tacky to flip the script mid-promo. I don't care what the legalese says. These are the little things that chip away at trust and contribute to our dissection of the brand.
And so begins the calls to CS for an adjustment of 5% on orders placed over the weekend...
DeleteI was thinking the same thing silver_lining.
DeleteI just sent my e-mail...ordered yesterday...if they say no...I will be very upset...YOU CAN'T FLIP LIKE THAT AFTER ONE DAY.
DeleteSame boat here. Will be expecting a reply about a one-time courtesy adjustment if I'm lucky ;)
DeleteFwiw, I called and they made the adjustment very nicely, no one time courtesy line or anything, just sweetly accommodated. So give it a try!
DeleteSub
ReplyDeleteThis is kind of a stupid vent, but I hate the new tags. That thin black grosgrain just looks cheap, like something they would use at H&M (and I have nothing against H&M...besides the fact that everything I've bought there looks like I store it in a pile on the floor of my closet). Just another example of J.Crew nixing all those special little details they used to do so well, I guess.
ReplyDeleteITA Whitney. I couldn't put my finger on why it bothered me but I think you're right about the cost cutting on the details.
DeleteWhitney, I heard that was a mistake about the tags. Someone mentioned it here. I guess they'll be going back to the other version or something in between. They're awful. If the retail tag falls of you, you can't tell if you're trying on a 6 or 8 or what.
DeleteThanks, Gigi! I just bought another cashmere l/s tee (J.Crack) and was grossed out to see that tag on the inside. I mean, they jack up the price and call it "collection", and then they top it off with a cheapo tag. Come ON.
DeleteGigi - The 6/8 thing on the tags drives me nuts! And sometimes it really does make a difference.
DeleteTotally agree with both points made by ajr and gigi.
ReplyDeleteCannot wrap my head around WHY they wouldn't combine all the sites, including Madewell. I suppose if they kept Factory shipping free all the time, then maybe I'd still order, but if they have anything higher than a $50 min for free shipping, I doubt I'll be ordering from it at all.
As for the 30% off bump, they should have done that in the first place, but I'll take it. Yes, they are going to be inundated with calls from people for that extra 5% off, not only for the $, but just on principle.
I HATE how items disappear from the site, seemingly at random. The calf hair martina wedges disappeared for, I don't know, two weeks? Then they magically reappeared in all sizes. Why oh why does that happen? I know they like to hide items during promos, but this particular instance happened seemingly randomly.
ReplyDeleteUgh this bothers me like crazy!!! Especially with the shoes and handbags. I will never understand why this happens.
DeleteThey disappear from the site when its out of order and reappear when they get more in-stock. Its a bit ridiculous to have an item on the website when its no longer in stock.
DeleteHas anyone had any issues with the hems coming undone on their clothing? I had two items in one week! Both my kaledioscope capris and my back-bow dress. I know they are easy fixes. But it is very frustrating to spend so much money and then for the clothes to fall apart while I am wearing them. Makes me look sloppy!
ReplyDeleteI had this happen on a couple of silk tanks. I agree that it is frustrating. That hasn't even happened with clothing I buy at H&M and Target, so it's puzzling that this would be a seemingly common occurrence with J. Crew items.
DeleteI have sooo many JC items with undone hems, blouses, dresses, and pants....I must be a slow learner because I continue to buy their clothes.
DeleteNot sure if this will reply to @AJR thread because my Internet Explorer hates me, but I can see why they are doing it that way with not letting you combine the orders, even though IT SUCKS. For whatever reason, when the orders are combined, and then returned in a retail store, it allows for factory merchandise to be returned to a regular retail location unless the employee is paying extra close attention to the tags for the two diamonds. This strikes me as more of an issue with their system in retail stores, and shouldn't make a difference on shipping abilities, but I'm sure that's why they're doing it. Retail stores can't do anything with factory merchandise since they are considered two "separate" companies, so they get stuck with stuff because of the dual shipping.
ReplyDeleteAlso, does anyone have the Peter Pan Collar Sweater and think it is SO itchy? I wore a long-sleeved tee under it to squash some of the itch, but good lord, that sweater is persistent!
I reviewed it and the rest of the J.Crew collared shirts here:
http://sequinsforbreakfast.com/2012/10/08/collars-by-j-crew/
I fell in love with the jewel collared sweater but it was so itchy the love went away and I could not keep it. It drove me mad! I am not normally sensitive to wool so maybe its the alpaca? I don't know.
DeleteI hear what you are saying but I'm not sure stores can feasibly return factory items? If by chance it happened to go through their system, they could post-void the transaction and ship it to the factory store for return. They wouldn't be stuck with those items. But I can imagine it would be important to keep it in check. They should just change their shipping order forms to do a better job of reflecting factory items if that is the real concern (second order form with factory only?) I guess it won't matter if they separate the new site:(
DeleteI agree with others--the real concern is they want factory to operate separate from the retail site. I'm worried about what that ultimately means on many levels.
Wanted to get the Peter Pan Collar Sweater in that nice burgundy color over the weekend because it was on sale with an extra 25% off at my B&M store. Tried it on in the fitting room... NO WAY. Super itchy! And I am typically not that sensitive at all! Goodness I love that sweater but I'll be damned if I'm going to be scratching myself all day... haha!
DeleteHas anyone noticed that the Minnie pants don't fit they way they used to? The leg opening on the wool iterations are much wider than in twill - i.e. like the Cafe Capris.
ReplyDeleteThese were the only skinny pants that truly worked for me.. alas
Today's vent is with regard to the three fall sweaters I purchased at full price this year. It's just started to get cold here, so I've worn each one maybe twice. These sweaters are the hen sweater, the inside out fairisle sweater and the colorblock sweater with the stones on it, the name of which escapes me. I know better than to buy anything with that darn dream yarn or whatever they're calling it on these items, so this vent should be with myself, but since I paid $95-118 for each of these sweaters, why does each one look like I've already worn it 200 times? This is exactly why every time I hear Mickey or Jenna talking about their concerns over quality and customer feedback, I know they're just telling us what we want to hear. I think they both seem very personable and I enjoy hearing what they have to say, but it just takes a glimpse into my pilling wardrobe to convince me that the two of them are big on aesthetic and big on profit. Quality has no place at JC anymore.
ReplyDeleteOh goodness... the collection beaded colorblock sweater (checked the website for the style name) I'm wearing today looks the worst of them all - and I paid more than I thought I did! I got 25% off in store but even with the discount it was not worth it. This is my second wearing, it's only noon and I have what appear to be pilling little worms crawling down my arms. Not cool.
DeleteIf you knew anything about natural fibers such as wool or cashmere, then you would know that pilling is totally natural. Get a wool comb for all your wool and cashmere sweaters. Pilling will decrease in due time. If your wool or cashmere sweaters dont pill then its probably not the real thing
DeleteOne more vent - anyone else notice that the Collection leather-trim peacoat, which was excluded from the outerwear promo, has been fully stocked in every size except 00? Well I stalked and stalked and finally as of yesterday it appeared in 00, but that is the one and only size backordered and it says it's not shipping until late November. Two issues here: (1) it's cold in NYC now, not to mention I'm traveling to Seattle next week and last year's JC coat is torn at the seams so I can't wear it; (2) the last two times I backordered a winter coat from J.Crew, the coats arrived earlier than expected but were clearly defects that had been returned by other customers. While I think it would be foolish for them to have not made this item in 00 initially, I almost hope that's the case so I don't end up with someone else's return again. I splurged on that coat and I deserve for it to arrive in perfect shape.
ReplyDeleteA rant about my local B&M. I made a purchase last week, and while I was distracted by the fancy credit card machine, the cashier thought it was perfectly acceptable to carelessly wad up my top into a ball and throw it into a bag. There wasn't anyone else in line behind me but it was way too much effort for her to even make a half hearted attempt to fold my top. At BR,they know to to do it right, folded neatly and wrapped in tissue!
ReplyDeleteAlso, what's the deal with the security/doorman? It's a small store and they're stationed right next to the door. Sometimes, they greet everyone and tell you about promotions and other times make no eye contact or look right through you. I'll usually say hello to be polite but it can feel really awkward.
Mine is about cashmere. Last year I broke my no-JC cashmere rule of four years because I simply couldn't find the plum orchard color anywhere else. I picked up the cashmere SS tee last fall even though overnight the FP was hiked from $98 to $128 (now $148).
ReplyDeleteI'd been hopeful that the jacked-up price represented a commitment to better quality, and for the first few wearings it looked OK. Now that the weather has turned I pulled it out of the cedar chest yesterday. The neckline and upper front were covered with pills! Perhaps from the friction of a scarf? Perhaps just from sitting around all summer? Never, ever again. This time I really mean it.
Just to add my two cents on the idea that they may have decided to split up retail and factory orders because customers were returning factory items to retail stores, shouldn't their staff members handling the returns know the difference? Wouldn't one of us if we were behind the register? I guess I'm just saying they should look to better train their staff before heading in a direction which inconveniences the customer. Thinking about retail shopping in general, I know I get frustrated when I'm in a store, perhaps with a specific item in mind, and the sales associate gives me a blank stare that tells me I know more about the current offerings than he or she does. One thing I will say about the J.Crew store at 347 Madison in NYC - the staff really know their merchandise and can carry on a whole excited conversation with you about the collection. I love that.
ReplyDeleteA good programmer could set up an alert to the cashier that the item can not be returned the "regular" store. I dont see why that should be an issue. Final sale is quite easily denoted on every sale.
DeleteWore my factory striped boatneck painter tee today, for the first time. Just took it off to wash it and noticed a gaping hole in the armpit. WTF? I ordered a size larger than my normal size and it was loose fitting... not sure how this hole formed. I guess it could have been there when I put it on this morning and I just didn't notice... but SERIOUSLY? Grrrrrrrrrrrrrrrr. I hope I can exchange it at the b&m for a non defective one.
ReplyDeleteI never have and never will buy anything FP at J Crew. I love/like some things but the FP are always not what the item turns out to be worth in times of wearing when it still looks good. Carolyn From Vancouver
ReplyDeleteOkay, brace yourselves for a rant! I am baffled/frustrated/annoyed with the "rewards" program. How can it be a reward if I never know how why or when I will get it? If I were a rat in a behavioral science lab I would have lost it ages ago!
ReplyDeleteThis is actual recent correspondence with Customer Service:
Thank you for trying to help me understand this program. This is as clear a statement as I have seen, and yet it is still confusing. Why, with 741 points in March did I not get a reward? Why was the next reward paid in July rather than June? Why does the point total on my statement jump around so that the ending balance in one month is not necessarily the beginning of the next month? And most importantly, why is so little detail included on the statement? It's cryptic, and I can't think of any reason why it should be.
Please see below how Nordstrom reports their rewards on a statement. They send rewards as soon as you earn them, but J Crew could just include a statement something like "The current rewards season ends 9/30/12 and rewards cards will be mailed on _______."
Keep using your Nordstrom card and for every 2,000 points earned, you’ll receive a $20 Nordstrom Note in the mail.
FASHION REWARDS BENEFITS RECEIVED THIS YEAR
Nordstrom Notes earned 6
Complimentary standard shipping
Complimentary alterations
...
Your total to date $120
YOUR SUMMARY
Previous amount 504
Amount added 1103
Amount adjusted 0
Amount redeemed 0
...
Your new balance 1607
What's helpful here is that I have rough idea of a year's worth of activity, instead of a point total in a vacuum. I have tried to explain before that the current system doesn't make me feel good and motivate me to buy. Actually, I feel confused, frustrated and suspicious that I may have been shortchanged! I don't think that's what you were going for!
I have addressed this issue more than once, and have yet to have someone say, oh, I see what you mean. But it continues to frustrate me, so I continue to try to explain.
Good vent, Robin! I don't trust the reward numbers either. I'm going to start taking screen shots thru the quarter. The numbers I had just before they cut off the period don't add up based on what's listed on my account now.
DeleteIf it wasn't implied by the fact that I am posting here, I did NOT get anything more than a "thank you for being a good customer" response. No one at either J Crew CS or Comenity Bank seems to own this issue.
ReplyDeleteI don't understand these points either. In fact, I got a phone call telling me that they did not send me the correct rewards amount and that I was getting another $25.00. That was nice but damned if I know how much I was supposed to get and that doesn't make sense to me.
DeleteI too am in utter confusion when it comes to the rewards program. I've purchased two outerwear pieces and a FP dress on my JC card in the past month - funny because I never use it but decided maybe I'd start again since I've been buying a lot and figured I'd get a nice rewards card - and as of this morning I have 72 points. Huh? And I agree that neither CS nor Comenity has been able to provide a comprehensive explanation for the program or is willing to accept any responsibility for it. I've got to cut the card; it just isn't worth having.
ReplyDeleteDara - Rewards switched over from holiday rewards to spring rewards about a week ago so likely the points you earned overlapped the two periods.
DeleteI agree that it makes it seem mysterious when they don't show you rewards from past periods. Also, the benefit is not all that different from other programs EXCEPT that you only earn rewards in $500/$25 increments and the delay between when you earn the rewards is much longer than most programs. I think changing these two facts and some clearer language on their site could go a long way.
Sometimes Nordstrom sends rewards so quickly that I've already returned the item when I receive the rewards coupon. I feel like I shouldn't use the rewards in that case.
Cate, thanks for the reply - that's the first thing I checked but I'm still hopelessly confused! My spring rewards, which are what show up when I first login to my account even though spring is long gone (don't think I used the card once during the summer), are showing up as 72 points earned and 428 needed. Then my holiday rewards show up as 0 earned and a current balance of 202 points. That amount doesn't reflect my purchases nor the points that should've carried over. I haven't gotten a rewards card in a long time because, like I said, I rarely use the card, but given that I just made several sizable purchases with it, I'd like to be properly credited for my points! The 5% rewards are crappy enough without them cheating you out of your points or driving you nuts trying to understand their math.
DeleteDara - the Spring rewards you're seeing are what you've accumulated for next Spring (the current rewards period). These will be mailed sometime in January.
DeleteI *believe* that what you see for holiday rewards is what you earned, mod 500. For example, if you had 702 points for the Holiday rewards period that ended last week, they would have subtracted the 500 points, earning you a $25 rewards card, leaving you a balance of 202. I think this number should be below 500 for everybody and it essentially represents your "lost" rewards - the penalty for only accumulating rewards in $500 increments. This balance doesn't roll over from period to period, you just lose it.
Thank you - that makes so much more sense to me now! Funny that they're calling this quarter spring '12 when the next spring won't be until 2013. Also funny (for lack of a better word) that even with the crappy rewards they don't let you carry your points from period to period.
DeleteWe've been down this road before, but the price discrepancies between the store and the site are infuriating.
ReplyDeleteI bought a sale skirt for my daughter in a B&M 3 weeks ago for $16. Just today the skirt has been put on sale on-line for $44.99. I came out ahead on this one, but each time I make a purchase I wonder if I'm getting the shaft.
Usually the stores have (much) better prices, but the stores in the Boston area are mostly in the distant suburbs and a real drag to get to.
I don't know why JC doesn't realize that trust and credibility are important (and will foster more loyal customers)!
Just had a "Wish we had enough..." email about an order placed on 10/9 that had both a Factory and Retail purchase combined. The Factory item was cancelled and the Retail item was not. Then I called the phone number and was given the "sorry, this number has been disconnected" three times! The 4th time it worked.
ReplyDeleteHere's the kicker...the Factory item is on the new site and there are plenty in stock! The phone VPS said there was a "glitch" (I'll say) when transitioning to the new site. Though I suspected and asked if it was because they didn't want to honor the discount from that day with combined items she said it wasn't and would honor the discount and re-order the item. I passed.
So, if an order hasn't shipped yet and had some Factory items you may get the same email.
Like many JCA's, I have a mixed relationship with J Crew. Hence my (sincere) post in the "Looking to Love" section this morning, and my current vent.
ReplyDeleteIt's more an expression of sadness about this season. It's now October, so the fall stuff has been fully released. It has been the most disappointing women's season I have ever seen (though crewcuts has not been as bad).
There are a few gems, but to find them loyalists have to dig through an extraordinary avalanche of re-tread Jules, grim polyester bridesmaid dresses, "mistake" swimsuits, low-rent stretch jeans, "dream" (nightmare) sweaters, and an unprecedented bombardment of leopard print.
What the hell happened? Have they changed design teams? Will we ever get the real J Crew back?
I feel the same way!
DeleteAnyone have the stripe derby dress from a few months ago? The color is listed as Navy, but I am convinced that it is black. I get a bit upset with the inconsitant coloring somtimes.
ReplyDeleteThought I'd post a helpful answer I just received from Comenity with respect to the rewards program:
ReplyDeleteI apologize for any confusion this may have caused. The reward points
are redeemed automatically for you at the end of each quarter, when you
have earned enough points for a reward gift card. Any reward points that
are not redeemed from the previous quarter are rolled over to the next
quarter. Please also be aware that when items are returned to the store
the points are deducted from the point balance. The reward points expire
after 12 months from the date of issuance. Below are the dates of each
quarter and when the reward will be mailed out.
Quarter Mailed
1/1-3/31 May
4/1-6/30 August
7/1-9/30 November
10/1-12/31 February
Just received my pixie pants that I ordered during the 25% off promo. They felt different than what I had tried in the store but I ignored it. I went in to my b&m this week to try on a size down in store and had brought my pixies with me to compare sizes. The sales associate made a remark about how they've changed them, and theyll be getting the new ones in when they sell through their current ones. The material feels cheaper and more flimsy, much more soft with a cotton-like quality of traditional leggings. Needless to say, I'm disappointed. When I pay $66 for pants, I don't just want leggings with a zipper up the back. The current ones in store feel much more substantial. Unfortunately I need a short which is only available online. I may do a WFIFY when I stop in today to compare fabric content.
ReplyDeleteRE: short pants, etc.....i do not understand why the b and m does not offer ANY Petites!!!! So, to the sales associate at Tyson's, don't get annoyed when I bring back something from an online order and can't do an exchange for color/size because j crew refuses to stock any of its items in petites in store. Yeah, thats why even with your sales, I can't "look around" ahead of your processing my return, and I just want to return the stuff and leave. Most of the competitor retailers offer petites in store these days, some now even have exclusive petite stores like BR and Ann Taylor, might want to get with the program, j crew.
ReplyDeleteI hear you on this, I wish more stores (GAP)stocked petites and smaller sizes instead of offering online. Sometimes you just want to try on and buy more than one size.
DeleteThere is room in the store for petites and guess what you just might actually sell some
I was told by a rep over the chat function that the cafe capri (cotton stretch) in navy will be discontinued!! how can that be when navy is a staple color? NO!!
ReplyDeleteIf anyone is looking to sell their cafe capri in navy, size 0, please let me know!
Super lame email from customer service this morning regarding an order I placed last week that never shipped. The email said that one of the items wouldn't ship, then proceeded to show all the items in my order without indicating which one so I actually had to add up the items to see which one I wasn't billed for. Helpful, right? And then to add insult to injury, I receive another CS email from a VPS saying he'd be happy to do a store search for the item and that he was cc'ing his colleague on the email who would also be able to assist me. I promptly responded and received an out-of-office reply from both of them stating that they would be out for the next several days. Thanks for nothing.
ReplyDelete