In last week's "J.Crew's Shipping Method Change {upgrade or downgr..." post, ElizabethM mentioned the following:According to the manager at my JCF store, they are, indeed, planning to go the way of GAP brands and start shipping orders from store inventory. Not sure when it's going to start or if retail will be doing the same, but I'm not a fan either. I've had very bad luck with used and damaged items coming from GAP via this method.Many of you, including Firefighter Wife & WellFedFred (in this post), have already confirmed this news. Lennie (in this post), shares this:
Hi! I spoke to a customer service rep today, and she explained that when an item is sold out online, they automatically are looking for it in a store, hence the items shipping separately. The used to cancel the item and give you the option to find in store, and now they do it automatically. I think it's a great service, provided that items are not "shop worn" as someone else mentioned.While I appreciate that J.Crew is trying to fulfill orders that they accidentally over-extended themselves on, I am not sure if this is the case. A lot of JCAs have reported that they are being sent in-store items. So it sounds like it is more like what the Gap does in terms of fulfilling orders. As I mentioned in the other post, I really had hoped that J.Crew would not go that route. I actually stopped purchasing from Gap and Banana Republic online for this very reason.
For a variety of reasons, I don't want store items shipped to me for online orders. First, I can't see the quality of the item. Items from stores have been tried on many times and while some pieces are fine, others look used (aka shop-worn). Plus, as many of you know when you do a "we will find it for you", the items are not shipped with the same care as online orders are. I just can't imagine a store associate getting 20 online orders to fulfill, taking out the time to careful inspect each piece, wrapping it up carefully, in addition to all the other store related duties they have to do.
Second, if I order multiple pieces in a single order, I do not want to track or receive them in multiple shipments. If I place one order, I would like to get it in one box. I don't want to feel like its Christmas everyday and receive a separate box for each item. Meh.
Frankly, I think J.Crew is better off just having stores send back their merchandise to the warehouse and having someone there inspect it before putting it back in stock online.
Instead, J.Crew should include a feature that allows customers to check store inventory online. This is not a new concept as Gap, Anthropologie, Nordstroms all have a little button on item pages online that lets customers see if an item is available at brick and mortar locations. This is a simple thing that can be replicated. Especially since J.Crew already has the capability to check store inventory.
Did you receive an online order from a brick & mortar store? What are your thoughts? Is this an upgrade or downgrade?
I just received an order that appeared to be from a store. It was well-packaged and in excellent condition. I am happy with the option since it was an item that was sold out online in my size. My order included two items which I received separately, and the item from the store arrived one day later. Not a problem for me.
ReplyDeletei've been lucky, i guess, that all of my online purchases have come from the warehouses and not a BM store. (unless it's something i order with my VPS and she'll let me know it's coming from the store) i'd REALLY hate it if i was looking forward to that coveted item and it's messed up from the store when i finally receive it. i do have to say i love the way the gap brands sites are set up. i REALLY wish jcrew would do that with retail, factory and maybe even madewell.
ReplyDeleteAlmost every item I've received from in-store fulfillment from Gap/BR has been returned due to stains or other wear. A white cardigan had dirt all over it! I hope J.Crew will have better quality control but that's wishful thinking, I'm afraid.
ReplyDeleteFor those who received in store items from an online order, do you still have the online 60 day return period or is it the 30 day store policy?
ReplyDeleteI assume that it will be 60 days because the order was placed online.
DeleteI've had mixed results lately. Worst was a charge-send, and this story should have had a happy ending - lovely SA tracked down my item, my size at another NY store, and called and asked them to courier it to me! It arrived within 2 hours! Sadly, it was creased and crumpled and there were snags in the silk. When I brought it back, I explained that it was unwearable, and got a story about how the creases occur during shipment and they could steam it for me - no, I've seen them steaming silk and it's hit or miss as to whether the resulting water spots can be removed - and what about those snags? So, yes, I'm agreeing that on a busy day, the store staff just doesn't have time to inspect before packing, and not every shopper is as considerate as WE ALL ARE when trying stuff on in a hurry.
ReplyDeleteOne of the items that I received from a store did have a store receipt with it showing a different % off than what I had ordered online. This time it was a good thing since I had ordered the top with a 25% off and the store gave me 30% off (stating final sale - didn't order it online as final sale..grrr...)but I am going to have to watch those receipts to make sure its never the other way around. But then too, several of my "store" packages didn't even have a packing slip or receipt so I have no idea what they charged me. I think this is going to get messy for JC. Its already messy for me to keep up with it all!
ReplyDeleteI like it. There are a pair of earrings I am interested in and I would love to have them automatically search & send the item. I would expect a 60 day return policy, per my online purchase. However, if we're talking about sweaters, I would be concern about receiving the dreaded shopworn. I will hope for & expect the best, though.
ReplyDeleteI'm sure some personnel will be unhappy about the added duty, but I think it's great because we know merch is languishing in stores & sometimes the sas are twiddling their thumbs in the midst of it.
I'm not an expert but based on my perspective as a shopper, J Crew is behind in the area of inventory mgt. I would be really surprised to see search-by-store capability. I'm also impressed w/the Gap brands. Incl BR, who has the Reserve In Store feature. I've used that a couple of times without any problem. Ah, we love J Crew & all their bedazzling anyway.
re: inventory I was looking at the matchstick/zippers none in my NJ store I was up in Mass and there were tons. So shipping from store stock would make sense.
DeleteAlso why can't we search by zip code ourselves
every other store website lets me? Don't bother answering lolz
Another problem with store returns - I've noticed recently that no matter what I tell the SA, "I love it but the shoulders are too big," or "I am buying a larger/smaller size," or "the fabric is pilling/shedding/snagging," or "the zipper arrived stuck," the reason for return that shows in the cash register receipt is "just didn't like." This is so wrong for so many reasons.
ReplyDeleteWe may not like the new policy, but get used to it. JCrew is working on improving their inventory management (and therefore improving working capital, which leads to my favorite, better cash flow). So bottom line, sharply inspect what arrives.
ReplyDeleteHow can it be better cash flow for jcrew when they are paying shipping fees for say 4 packages instead of 1 package with 4 items inside. Another thought I am having is, my husband already notices the many packages from the crew now. What will he say if packages arrive one by one every day! I've already used the "it was on backorder when I ordered it a long time ago" speech:)
ReplyDeleteYou sound exactly like me when I talk to my husband:)
DeleteHaha. One big box each week is much easier to explain than 6 small boxes that arrive on 6 consecutive days. I usually say, "how weird that they used this huge box for that one sweater I ordered". Not sure what I'll say to my husband now...
DeleteI have a UPS Premium membership, and I send them to a UPS Store to pick them up. It's just easier that way.
DeleteFF,what a great idea!
DeleteDo you have more info on the premium. Membership?
k, that is intresting and makes sense, thanks! I can see why it would be good for a company, but J. Crew already has issues with quality control and shipping errors etc. Hopefully this won't make it worse.
DeleteI am in the not a fan camp. I have had so many issues with Anthro since they started doing the same thing. Sensors left on items, the completely wrong item sent, items missing extra straps/buttons that should be attached not to mention the shopworn factor. I also don't need to be getting three packages for every order. They should also make sure to keep their pricing between on line and in stores consistent if they are doing this. How long before that causes issues. I don't want to receive an item with a price on it that is less than I paid. Last but not least I hope I don't encounter issues trying to return items. As someone mentioned above the receipt from the store may say final sale but if the site did not say that when I ordered it I better not have trouble returning.
ReplyDeleteMy UPS person is going to give me major side-eye if single orders arrive in many packages.
ReplyDeleteAs for GAP and BR, I don't know if this means their inventory management is particularly good or particularly bad, but most of the time the item I am looking for is out of stock and the store searches turn up nada. I have nearly stopped shopping at both stores/web sites because it's annoying that they never have what I want in stock, anywhere.
I think the solution is for J. Crew to make it an option when you place the order. Let us know that the item is out of stock and check a box that says we want them to find it for us in a store. Then warn us that the order may arrive in multiple packages, do we mind? Check a box yes or no/cancel the item. It's not rocket science to put an option like this on the web site.
I have received a few packages from stores. The merchandise has been fine, but the packing slips have been inconsistent. Bottom line is that if we need to return, we should print out the email confirmation and bring that with us.
I also like the suggestion above to have the stores ship merchandise back to the warehouse and let them inspect it and ship it out from there. I assume this is what they've done up until now, but I guess they didn't like this approach since they've changed it to some extent.
I like it. My Madewell Bien Fait sweatshirt was backordered until December 20 and I received it last week. It was from a store probably a return or something. It also maximizes profit for jcrew. Online shoppers are not limited to warehouse stock. (One of the many reasons I'm a fan of the WWFIFY service). You never know if something you're gonna get is "shop worn". Even warehouse stock could've been a return. I've thankfully never had any issues but if I ever do they have a pretty generous return policy.
ReplyDeleteThey gotta do what they gotta do, but like Fred mentioned above, I hope they will at least be accurate with recording return reasons so they can assess how well the new process is working. Wishful thinking.
ReplyDeleteSince you're making "improvements", how about some online reviews, JC? *cough*
The multiple shipments are driving me crazy...to the point where I have stopped ordering. I have placed three different sizable orders in the last month and a half and every single item was shipped separately. Super annoying having so many packages showing up and the constant flow of UPS trucks. It's also an absolute pain to keep track of what has shown up and what hasn't. You can imagine how pleased the store was when I showed up with 20 receipts to return items and each one has to be returned individually because it was marked as shipped in a different package. And trust me, they tried to return them all together! I was in the store for nearly 2 hours.
ReplyDeleteJen, that is what I am dreading most. I have six items to return and each one is on a separate receipt. They have to do them separately, I get that, but it makes for unhappy SAs and don't get me started on the angry line that forms behind me!
DeleteThat's terrible, Jen! I'm not sure why I've (mostly) stopped ordering, but I think it's mainly because I return so much of what I order that it isn't worth the bother. There are gems now and then, but mostly I just don't like most things enough to keep them. The buy/return process is a pain for everyone and it's going to get even worse with this new policy. In a way I don't mind, because it will deter me from buying and that's good for the wallet.
DeleteI've had mixed results with this new procedure. If the items are in perfect condition and shipping time is reasonable, I'm fine with it. But that hasn't always been my experience in the past few weeks.
ReplyDeleteRegarding JCrew's motivation for the change: it sounds counter-intuitive, but it will be more profitable for them, even with the incremental shipping costs of some partial orders. They won't lose as many OOS sales, and they will be able to sell existing retail stock at higher prices than if they have to ship everything back to the warehouse and mark it down further to move it.
I think it's here to stay.
My last online order from the cardmember promo arrived in two separate orders from two separate retail stores. Both items were in great shape, except the stripe tee with leather sleeves had crinkles in the sleeves. I'm not sure that would have been avoided from warehouse fulfillment either. I'm fine with it right now, because it turned out okay for me, but I'd be piced if my swing sweater came snagged or stretched out.
ReplyDeleteCan't help but dread it - after inspecting the haul I bought at the latest Lynchburg warehouse sale, I have had to deal with makeup stains on almost every single top, a hole on the seam of minnies, a missing hook on a pair of men's pants... clearly no one is checking the returned/store stock now, supremely doubtful that it'll change. For the warehouse prices, it was worth it, but not at full price, 20% off, or even 40% off...
ReplyDeleteThere's a reason why I order online instead of going to the store a lot of times - mostly so I can get my size and so I can receive a "fresh" and not shop-worn item, especially if sometimes I am paying a bit more online or paying for shipping. This is disappointing since I recently placed an order from Loft and two of the items were sent from a store and they had makeup on the collar and pulled threads, so I don't have good connotations when it comes to stuff being shipped from the stores.
ReplyDeleteI agree with the other ladies though, like it or not, we'll need to get used to it ...
I think as long as we're allowed to return such items w/ no issues, I'm pretty happy with it. This new system still allows for a higher probability that you'll get what you want.
ReplyDeleteYes, but Gap's customer service in-store is terrible. They say they "can't" look up items in sizes and colors online. No wonder. I bought a sweater with a 25% off birthday coupon, but it was actually way cheaper online. On the other hand, JCrew and Madewell store clerks have always gone out of their way to find a size or color either online or in another store and have honored the best price.
ReplyDeleteI placed an order couple of days ago and received a shipping confirmation for 3 out of 5 items. I had to call Jcrew CS to inquire why. I would've definitely liked to be notified of this change while I was placing my order. The other 2 items are being shipped together, but there was a possibility of 3 separate packages for 5 items. I haven't received the store fulfilled order yet, I will post an update once I do. Side note: never had an issue with BR/Gap merchandize shipped from a store - it always had tags and was in perfect condition.
ReplyDeleteAs to returns to the warehouse to be inspected - I receive a used/tag missing/something else wrong with an item merchandize in 80% of my online orders. They had to actually put a note on my account to inspect each and every order carefully before it ships (shouldn't be done anyway?), and sure enough the first order after that had a damaged item.
2 things irk me about Jcrew the most: inconsistent store/online pricing and lack of review option on their site - it's 2013 people, let's get on with the program
Ooh, I am imagining what a mohair sweater would look like shipped from a store and I am imagining the look on the online customer's face would be upon inspecting the mohair sweater. I remember looking over some mohair items that looked like a combo between a mangy cat and a brillo pad in last year's sale section. Eeek. Caveat Emptor and all that.
ReplyDeleteFor the most part, items from the stores would be fine, but it really makes me hesitant to order anything from J. Crew that isn't sturdy, since the finer items are likely to look pretty bad unless they were just put out in the store. Thick double cloth coats? Fine. Leather boots? Fine. Silk embellished sequined blouses? No way, Jose.
I think this could work as long as you make it clear to the store staff to double-check the item shipped to you. I have returned things in the past if they were not in mint condition.
ReplyDeleteNew in-store prices are noted in the In-Store Price Guide. Look for 11/6 in red. Since we're talking about store merch, I haven't seen a lot of damaged items. No one is touching the stuff. lol
ReplyDelete30% off final sale is going on in-store + 25% off $100+
Sorry to be OT, but for the NYC JCA's, the Marissa Webb sample sale started today and goes through Saturday. I can't make it until Saturday, when she probably won't be there anymore :( http://www.mizhattan.com/2013/11/sample-sale-webb-browsing.html
ReplyDeleteThis is kind of a deal breaker for me. I really like receiving my J. Crew merch in "hermetically-sealed" packages. :) I guess I'll just have to buy from my local store so I can inspect for any defects before I buy.
ReplyDeleteJ. Crew factory finally has a mobile site!
ReplyDeleteI ordered yesterday. Four items. Four separate charges on my J Crew card (each item was charged individually). Four different tracking numbers on the shipping confirmation. I'm afraid to see what will show up.
ReplyDeleteThe second half of my order arrived today and I am happy to say that everything arrived perfect. Everything was properly folded, in plastic and the package included the invoice slip. yay! I was beyond worried because I had silks and leathers in the order. However, I'll still be a little apprehensive about what I order online now.
ReplyDeleteI placed an order of 6-7 items, and only one item shipped - my cashmere v-neck sweater (it was in great condition). I also received the crystal circle necklace separately from a store which was packaged beautifully in a box inside a plastic bag. Then I received a couple other "single" item shipments from stores. All were in perfect condition in plain clear plastic bags. The rest of the order was marked "open" so I called Wednesday to check the status, which is when they told me they were still searching for the order and that pieces could come from stores. I was nervous about quality, but I received the rest of the order today, and it seems to have been shipped directly from the warehouse in the usual tissue and plastic bags. I also placed an order last Saturday 11/2 which only just shipped 11/7. I placed an order on 11/4 and received it 11/7. No items were marked as backordered. Quite bizarre. My UPS gave me the stink eye with all these multiple packages every day instead of the occasional box. I have one other outstanding order, so I'm hoping the quality is the same. I do have a few returns, but I'm inclined to ship them all back in a single box rather than deal with the in-store hassle of returns with multiple invoices.
ReplyDeleteFor me, it feels more excessive to receive 5 packages instead of 1 package for an order from the same store. I know it's the same, but it feels excessive and curbs my spending, so actually it's a good thing! It would feel like walking out of the mall with 5 bags instead of one. It's just a feeling of excess for me that I do not like. It also feels wasteful to use 5 pieces of packaging instead of 1.
ReplyDeleteAlexis, I love those bags in the photo you used. I saved mine! (for what, I don't know, my moment on Hoarders maybe?)
ReplyDeletecate - I'm really trying to NOT be on Hoarders 2025, surrounded by J Crew clothing w/tags on it.
Delete#sendhelp!
A healthy goal! :-) Me too!
DeleteLOL! You two are pretty funny!
DeleteP.S. I kept those bags too! :)
I saved some of these holiday bags, too. The ones from last year were not as nice, IMO.
DeleteI'm having mixed feelings too. I've received both shopworn and perfectly fine items from in-store. But, I would like the option of knowing if it is coming from a store, and choosing whether I want them to "find it for me." I got a Nordstrom purse from a store once and it was missing a change purse that was supposed to be included plus it was the wrong color (similar, but was last season) but still was not reduced. When I pointed this out they didn't get it.
ReplyDeleteHowever, I do usually love Nordstrom and I love the store locator option, since I have a Nordstrom store nearby. I use it a lot! Wish J.Crew would add that.
I got two items from the last 40% off sale promotion from different stores. One item, a silk camisole, was fine. The other, a knit short sleeve dress, had a whole at the end of the zipper, the seam split. I called customer service and the rep didn't say anything about the new policy, but apologized for the issue. I simply said, if they are going to be shipping from stores, the stores should at least inspect the items before shipping. As it was out of stock she said I could return it or take it to a seamstress and get it repaired and call and tell them the cost and they would refund that to me, which I appreciated it.
ReplyDelete