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.
Has anyone else ever been blocked from their own account on J.Crew? I've been ordering as a guest for the last several months simply because I couldn't remember my password a couple months ago...I've never seen it this way where my only option is to call. Why don't they call me? Why can't I resolve this over e-mail? Even my bank allows that.
ReplyDeleteIs it me or is the updated website still not working with Chrome?
ReplyDeleteIt's not and not working with Mozilla either-SO frustrating!
DeleteReally big sale update this AM ... 1300+ items.
ReplyDeleteThanks ruffles! Look's like there are a lot of new markdowns, too. I'll have the updated list posted on my blog a little later this morning. :)
DeleteThe update was really late, too. Odd. I looked before work (7:30) and was sad to see no swim section update. But then I Looked again around 9:30 and there were all the items I wanted to buy! Woohoo!
DeleteThe update this morning had a lot of top $ Collection pieces. It is striking that so many of them are so deeply discounted and yet still have a lot of sizes available.
DeleteDo folks think that this is an intentional pricing strategy or the consequence of poor planning? I can't tell.
I think it is intentional. No one is that bad at pricing...especially because they do this year after year. I imagine they sell a few collection pieces at full price but the majority are deeply discounted. I really think this has to do wi the quality situation too. Since they sell most of their t-shirts around $15 on sale...you are actually buying a $15 t shirt...and it falls apart like you should expect from a t-shirt costing that.
DeleteI bought a few items today on sale..items I can use in the fall. I have already switched to fall mode...so let's see some new arrivals!!!
I'm getting a little frustrated with their bathing suit tops. The sizing is so inconsistent. I ordered my size in bras and the cups are teeny tiny. Then I ordered a medium string triangle top, and it barely covers my bits. Sadly, it's all final sale.
ReplyDeleteAdaPotata, I totally agree. The bra sized tops are a total wild card - never know what will fit. I am a 34D. A 34D bra sized top is almost always too small. But in the ones that aren't bra sized (S-M-L) and you have to get the special D cup sizes, even the XS D is HUUUUUGE.
DeleteAnd yes, the string and other tops are so small. I am a 6 on both top and bottom, so why on earth do I need to order a Large swim top when a medium bottom is borderline too big?
I realllly wish they'd get this straightened out. The last few years, sizing has changed in swim from year to year, adding to the frustration.
Ditto. I originally thought it was because I just had a baby...but once I was back to regular size...realized it was just inconsistency. I have stopped buying Jcrew bathing suits which is unfortunate because I love the liberty ones and the punk floral.
DeleteDoes any J Crew B&M actually carry swimwear? I haven't seen swim in any local store in about two years.
DeleteI HATE the tie back bikini tops. It just screams "cost cutting"! I can never get it tied correctly myself and then the knot digs into my back. Seriously, bring back the clasp!
Now that you mention it, I haven't seen swim in store in a very long time...certainly not this summer or last.
DeleteSwim is probably a high-theft item. Maybe that's why it's not in stores? I have never seen it in stores.
DeleteJ Crew used to carry swimwear in the store. Even my local (now closed) smaller store had it back in the day. I remember digging through the baskets looking for my size once markdowns were done. Still have a couple of those bikinis, too. The good old days when you could actually see what you were buying . . .
DeleteMy store also used to carry swimwear up until a few years ago. Now all the swim is online only, so I'm assuming that is why they have free shipping and free returns for several months during the year, so customers can try them out with no shipping charge penalty. That being said, I do think they should still carry swimwear in stores. It would be much more convenient for their customers than having to buy/try/return & then wait for their refund. Perhaps they ran out of room to put the suits when they started making so many of the ruffle tees a few years back...
DeleteNow it's striped tees everywhere you look. Makes a girl almost miss the ruffles. :)
DeleteAs previously mentioned, there were a lot of new markdowns with the large update this morning. I've noted them in this post on my blog. Enjoy your day everyone! :)
ReplyDeleteHere is my email exchange with J. Crew online. Part One:
ReplyDeleteMe: I was just at the X store where the cafe capri (57064) in natural and black are on sale. Of course there's also the additional 40% off. I asked the sales assistant to place an order for the cafe capri in natural for me, but in a Tall size. I was told that online would not match the price because it's in Tall not Regular. Is this true, and, most of all, is this fair?
JC: Thank you for reaching out - I'm happy to help clarify. I spoke with our X store, who confirmed that the promotion being honored in-store is for final sale styles only. As the Tall Cafe Capri is listed at regular price, it isn't eligible for the promotion.
With that said, if you'd like to place your order for these pairs of capris and provide us with the order number, we'll be glad to adjust the price to match what item 57064 is in our X store ($59.99) and apply the additional 40% discount. Please be aware that we may not be able to honor this for you in the future.
If there's anything else we can do to assist you, please don't hesitate to contact us. You can call us at 1-800-562-0258 for immediate assistance, or simply reply to this email. We're available 24/7.
This comment has been removed by the author.
DeletePart Two:
DeleteMe: The Tall Cafe Capri is the same as the one on sale but the size tall. That is the only difference. J Crew matches in-store prices, correct? Or has that changed? You really need to have your policy stated clearly somewhere online. Tall sizes will never be in stores so how is that fair to your tall customers? In addition to that, when I was in the store this morning, the price for the cafe capri in color natural was $29.99, not $59.99. As for my "order number,'" I did not order them because I was told I had to pay full price for them. Why should I do that when someone else can get it for $29.99? I have the Tall Cafe Capri in a size 6, color black, so I knew I needed a Tall 6 in the color natural. I thought I would get the in-store price, plus discount, a shipping charge and a final sale warning. Instead I'm told to pay the full amount? Come on!
JC: We appreciate you reaching back out to us. Please know, we will match the retail store price of any exact item (as long as it's verified by an associate). Because the Tall version of this pant is still listed as full price, it will not be eligible to receive the 40% off. Be aware, because they are 2 different pants with different style numbers, we are not able to honor the sale price. We do understand your frustration to this matter and will share your thoughts with the appropriate team. If there's anything else that we can assist you with, please don't hesitate to let us know. You may contact us at 1-800-562-0258 or simply respond to this email.
Me: Please clarify something for me: You do not match sale prices for the same item if it has different style number? It's funny to hear you tell me that the cafe capri is a "different item" because I'm asking about a different size. People who wear size Regular can get sale prices matched, but people who wear Petite or Tall cannot. Where is this on your website? This is becoming like the now you see it/now you don't educator's discount.
JC: At this time, we do not offer Tall sizes in our stores, but we are currently working on expanding the Tall and Petite sizes so that they will be available in our stores in the future. I'll be glad to share your feedback and frustration regarding this with the appropriate team for review.
Please keep in mind that the prices of items in our retail stores can differ from the prices of our online items. We offer some online-only and retail-only items, and sometimes we offer colors of items that can only be found in our retail stores. Also, there are times when we offer promotions and sales in our retail stores that we do not offer online, and vice versa. However, when an regular item goes on sale online in a specific color, the same color of the Tall and Petite sizes will also go on sale.
As for the matching of prices, we do not normally honor the in-store price of an online item, unless it is requested by a retail associate. Typically the Tall and Petite sizes would be ineligible for a price match, as they are not available in our stores. However, if it is specifically requested by a retail associate to honor the sale price for the Tall or Petite item, we will be glad to do so. I apologize that this was not the case in your recent experience. If you would like to place an order for the Tall Cafe Capri, we'll be glad to honor the in-store price of $29.99 for the Natural color, and $59.99 for the Black color, both with an additional 40% discount. Simply reply to this message with your billing and shipping address, and confirm the last 4 digits (and expiration date if applicable) of that card you'd like us to charge. The item will be considered final sale, and there will be an $8.95 shipping charge for the item.
-I chose not to place the order because I thought I'd be better off making dinner than arguing with J. Crew. I hope this exchange helps someone, especially if you're petite or tall! Talk about confusing.
I TOTALLY agree with you on this point. Why are Talls and Petites punished because the items are not available in store? It is the same item with a few more or few less inches in the inseam. I have actually curtailed most of my JCrew shopping since they took away my only store since I am really tired of reading about such huge discounts in store vs. online. JCrew is punishing me for the fact that THEY closed our only store. I am sick of the games and poor customer service.
DeleteBut aren't you glad that they are glad that you are "reaching out"? lol Seriously though I agree with you completely. They may have to have different item numbers for inventory reasons, but they need to find a way to link the 3 sizes (Regular, Tall, Petite) when the item is the same and offer like pricing for all.
DeleteHi all, I am a little upset this morning to see 3 tops that I paid a combined 500$ now all available at the factory for a combined $160.
ReplyDeleteIs this a new jcrew policy, that within 12 months everything turns up at the factory?
If so I think I’ll be taking my business elsewhere (or directly to the factory--just to say this is not because I'm too snooty to go factory).
It upsets me, too! They should at least change the colors if they're going to copy all the styles from previous years. I'm not being snooty, either, because I like shopping at factory. Lately it just seems like the same old, same old at both stores.
DeleteI agree. I won't buy on Ebay since the sellers try to conceal the fact that the item is a Factory item and not a Retail item.
DeleteDon't feel bad. I was excited to see the chiffon swiss dot top re-issued at Factory, b/c I missed it last year. It's not silk, it's poly. And I'm not about to pay $75 for a see through poly top that needs a cami underneath. It's not the same thing as the original. Although the reason I passed in the first place was b/c it needed a cami underneath, which I find ridiculous to begin with. So I guess I should be happy I didn't buy it and won't be tempted by the Factory imitation. Sorry, I got off track with a side vent, lol!
DeleteLIke Jruby18 said, there is usually something different about the retail look-alike items at Factory. Occasionally it isn't worse than the original, but usually it's a polyester version of a silk item, that kind of thing. I recently bought the Factory version of the Quorra ballet flats in the tan color. Nowhere on the shoe can I see what materials the shoes are made of, but I'm sure they are totally synthetic. Not nearly as nice as the retail Quorras.
DeleteI was just browsing shoes on the Factory site, and all the cute and interesting ones I clicked through for the description had "polyurethane upper" listed. That totally scared me out of the shoe section real quick. If I want PU, I can get all I want at Forever21.
DeleteJ. Crew, just above the knee is a good length for a dress. Just below the crotch is not.
ReplyDeleteHA! Cate, I couldn't have said it any better! I'm going to start calling J. Crew dresses "crotch tops"...hee!
DeleteAmen, sister!
DeleteI feel the same way. it is ridiculous. and I can't imagine who is buying the petite size in some of these dresses since they are so short to begin with! I wish they made tall sizes in more of the dresses.
DeleteI don't have any complaints simply because I've stopped looking and buying from the Crew. This year I've spent only about $150.00 with them. I think that's a pair of sandals that are border line too small and a sale bracelet and a Tippi sweater on sale. The Crew just wore me completely out with all the pricing weirdness, sizing issues, begging for price adjustments, tracking down items myself because WWFIFY didn't help me and ordering online only to return to the B&M for all kinds of reasons. Being off the "we'll run you ragged buying from us" wagon feels pretty darn good.
ReplyDelete@Stray Cat
DeleteI'm on the same boat as you! It's liberating to not have the desire to buy!
I know this topic has been beaten to death, but I have 2 items sitting in my cart that probably will not be purchased b/c I'm not paying $9 for FS items to ship them. No way. I probably should be happy about this, instead, huh?
ReplyDeleteand I hung up on a VPS who told me that JC never waives shipping (????), but that to "help me out (???)" there would only be a "small shipping charg" which turned out to be the full $8.95 - and since shipping is a service, it's subject to sales tax in my state, which means a $10 shipping charge.
DeleteSo a 2-pronged rant, first about the shipping cost generally, and second JCREW WHERE DO YOU FIND THESE PEOPLE ?!?!?!?!?
wellfedfred: That VPS really had no clue what she was talking about. Shipping is always supposed to be FREE when the order is placed with a VPS. That is one of the 'perks' of using the service, according to J.Crew. I would call back and place the order with someone else.
DeleteThis has always worked for me. No problem with free shipping through a VPS.
DeleteFree shipping with VPS only applies to regular priced item. If you have at least one regular priced item in your order than the shipping is free.
DeleteIn my experience it applies to both regular price and sale items when ordering with a VPS.
DeleteMy experience has been the same as FFM and Crewmum. They used to say shipping free only on full-priced items. Now my VPS ships sale items to me with no shipping charge added.
DeleteI have found this issue to be very inconsistant and completely at the whim of whoever you are talking to. I've been charged shipping by a VPS and called to have it refunded. And I have also had free shipping offered on sale items that I just tracked down on my own or that a VPS has found. So who knows what's going on?
DeleteGood for you if you get a VPS that will waive shipping. I have talked to several via phone and have one and none of them will ship free unless there is a regular priced item. Probably have talked to at least 10 who have consistently told me this is the policy. I just don't buy much from J.Crew anymore....so really doesn't bother me and I am used to their craziness by now....
DeleteThere was yet another large update this morning. A few more of the Lulu Frost pieces went on sale today, and they are not marked as final sale right now. I've noted them, as well as several items that were marked down yesterday, (but sold out before I could catch their sale price, which I did end up getting with today's update) at the top of this post.
ReplyDeleteLooks like I'm sticking with warehouse sales and eBay for my J. Crew purchases, final sale and overpriced shipping is not the way to get me to purchase. I never buy anything full price from J. Crew. If the prices were really slashed in the sale section I could justify having something final sale but these prices are not low enough and I know they are using that terrible SlowPost service through USPS and charging the same price for when they used UPS Ground which used to arrive in two days, now it takes a week and is more expensive?! No thanks
ReplyDeleteI agree. For the first time in many, many months my J Crew credit card has a zero balance, I have a $50 gift card and I have no interest to visit my B&M. On a positive note, I have been shopping my own closet and putting together some 'new' outfits with lovely items from prior spring/summer rollouts. Like katertott, I have been shopping E Bay and have picked up some wonderful older J Crew items that I missed. Plus of course, I am checking out the Weekly Exchange to see what JCAs have to offer so keep listing please.
DeleteI agree. I got sick of their pricing games with online and in store being so different plus my lifestyle has changed a lot in the past two years and while I still love clothing I am wearing what I have in my closet and not buying much anymore.
DeleteI agree about the shipping. $9 is a lot to pay for shipping, but the package used to get here in 2 days. Now it has to be transferred to the post office which seems to add 2 extra days for me. How is that not cheaper??
DeleteYeah, UPS would always get here in two days, $8.95 is still a bit expensive but at least it got here quickly. SurePost takes a week and it's definitely
Deletecheaper, for them, but they are still charging $8.95 flat rate? Don't think so J. Crew. It's fine to offer that if you're running free shipping promos or even the $5.00 I suppose but almost $9.00? I wish they'd at least offer free shipping to card holders, it's a very basic but great perk that most other stores do.
Thanks for sending me the survey today, JCrew!
ReplyDeleteMy two favorite questions:
Why are you buying less than usual at J.Crew?
I feel like the quality has declined and does not match the prices. Loose buttons, hanging threads, holes in the armpits of every cotton t-shirt I've worn twice, lower quality fabrics, etc.
I don't have the energy or time for the constant pricing games: prices in store and online not matching, items being removed from promos/sales and then being relisted for full price after the sale, buying at full price only to find something goes on sale a day or two later, etc.
Shoe sizes and swim sizes are not consistent.
What happened to the gorgeous jackets and blazers in classic styles, but also in beautiful rich colors? People stalk these items from mid-late 2000s on eBay!
Shoes are no longer appealing to me- I have tons of shoes from 2004-2010 that I still wear, but hardly anything recent.
The skirts and dresses are way too short. I'm 6'0 and most of the dress styles barely skim the top of my thigh! I appreciate that there are some offerings in Tall, but those are usually the "basics". Would love to see more Tall items offered, including dresses, skirts, and pants. I'd love to let out the hem on a few non-Tall items, but they are cut in such a way that the dress/skirt vent can't accommodate a drop in the hem or there isn't enough fabric left at the bottom to justify taking the hem out.
Thanks for adding the wish list, but I'd love a "review" feature. Thank goodness for blogs like JCrewAficionada where the JCrew community can come together and share information with each other about size, fit, color, availability, etc.
Do you have any other observations or comments about your recent experiences at J.Crew you would like to share with us? What is on your mind?
Why, yes…yes I do....
It is so frustrating because I love JCrew. I spend 90% of what I spend on clothes at JCrew and have been a loyal customer since the early 1990s. But something has been off there for a while now. Maybe you are chasing trends too much? Skimping on quality and jacking up the prices? I do not race to the mailbox to get the catalogue and dog ear the pages with things I am going to order anymore. I do not send links to my friends to ask their opinion about what I want to buy like I used to. I do not get up early to catch the new arrivals online or mark my calendar to visit the store when the new rollouts happen.
The catalogues, or Style Guides, whatever they are called now, used to feature gorgeous exotic locations with fresh faced and happy models. The bland catalogues lately with unsmiling models are unappealing. As for the latest catalogue, a random chicken is going to entice me to buy a pair of shorts?
What is up with Collection? I see these outrageous prices for items and then weeks later they are in the sale section. What's the point?
AHHH....felt good to get that out of my system.
I just finished the survey too! I had some of the same responses but also mentioned the shipping prices should be free, as a perk, for JC Card holders. And to bring a section for reviews. It was really liberating to vent!
DeleteViewFromTheHill, your responses are spot on! All I've bought lately is swimwear on super clearance and a couple other random things that were over 80% off the original prices. I recycled the last catalog without even opening it. They really need to get it together. They are one of those companies that is super customer UNfriendly. It doesn't seem sustainable when you have companies like Nordstrom, Land's End, and others which excellent return policies and CS who will bend over backwards for you when warranted.
DeleteJust finished the survey with my vents, too. Boy are they gonna get an earful today :)
DeleteIt's so interesting to me that they are doing customer research NOW. They are obviously not moving inventory with all the promos, and investors were questioning their margins and % of sales on promo a couple months ago ... investors don't like it when gross margins fall because it means lower PROFITS. Imagine what margins look like this month!
I think Fall 2013 is really going to be a make-or-break season for them.
View from TheHill...I loved that line "Why, yes...yes I do..."! That was hilarious!
DeleteI am sure they are watching my shopping habits via my email address and am very doubtful that I get called for a focus group.
oh my goodness, the random chicken! I almost forgot about her - so I guess she was random but not memorable. Thanks for the smiles, VFTH, and thank you for sharing your responses.
DeleteI received an email from factory saying that all new items are 40 percent off. They're actually "up to 40 percent off." That's not the same thing! That makes me so irritated!
ReplyDeleteI just want T shirts (any anything made from knit fabric) to not get pin holes in it! Seriously, my clearance GAP t shirts are better and cheaper!!! HEY MICKEY, I LOVE YOU GUYS BUT MAKE BETTER T SHIRTS!
ReplyDeleteOh the holes in t-shirts. I don't know if it is just me, but the bottom front of all my vintage tees (plus around the neck line on my most recent v-neck) develop a smattering of holes within 2-3 wears, without fail. After this most recent batch, which are also significantly more see through than my circa 2008 or 2009 vintage tees, I am done.
ReplyDeleteThe final nail in the coffin for me (on top of the shirts) results from the drama related to several bridesmaid dresses I purchased from J.Crew for a wedding I am in next month. I returned one last week, but the returns department listed a different dress from the order as having been returned. I have in my possession the non-returned dress, its bag, and its shipping receipt (it was backordered and shipped later in time than the one I actually returned).
When I called to have this resolved, the less than enthusiastic gentleman I spoke with did not make any changes, but instead made "a note" on the order. I expressed my concern that if I decide to select a different style, I will not be able to return the dress they errantly listed as having already been returned, but did not receive any expression of concern from customer service. Instead, I was told that the note on the record would be sufficient. In light of the fact that the bag, dress tag, and receipt were not sufficient to process the return correctly in the first place, I have very little faith in this promise.
After this wedding, I will no longer be shopping with J.Crew unless I see evidence of improvements on this or another blog. It is absurd to ask me to pay the amounts that they do for items that fall apart, incorrect shipping/return processing, and poor customer service. I am so disappointed in the downfall of the brand since 2008/2009. :(
Catherine - That's a pita. I would deal with the incorrect return issue in-store. Yep, take the non-returned dress with you, your receipts & explain everything. They should adjust it for you. I've had it happen to me and been in the store a couple of times when other customers were attempting to resolve the same issue.
DeleteAs far as holey t-shirts. No solution. I'm with you on not buying or just special colors on deep discounts. Definitely not my go-to brand for tees.
I had a similar issue and the notes in the order were not problem. I agree though that they can and do make errors on returns but when they have the notes in the order have been there if/when I needed to call back and/or return or resolve a related issue. You should have no problems. I would only take the time to go into the store if there is a problem that crops up later OR call back and double check with another CS rep that the notes are there to make yourself feel better.
ReplyDelete