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.
Racked had an article yesterday about the J Crew Mercantile concept and it's pretty much what we thought so why the mystery?? "J.Crew Mercantile Is Exactly Like J.Crew Factory, Except It's in Malls" http://www.racked.com/2015/7/14/8961771/j-crew-factory-mercantile
ReplyDeleteThanks TeriLynn13. Below is an excerpt - the quote about customer behavior is worth reading:
DeleteBuzzfeed News obtained a copy of an internal memo sent out to J.Crew employees last week that goes into more detail on the Mercantile concept, and basically, it's J.Crew Factory shops set inside malls to compete with fast fashion behemoths like H&M and Forever 21. The company plans to open up 10 Mercantile locations this year and there's more expansion plans in the works for 2016. The stores will carry the exact same merchandise as J.Crew Factory, which generally runs under $100 for just about everything.
"Some of our customers also shop at J.Crew, but buy at the outlets a few times a year to stock up on their favorites," the memo reads. "For many of our customers, J.Crew Mercantile or Factory is ‘their' J.Crew, both in our stores and on our web site. They appreciate the sharp price points for classic J.Crew styling, and feel they are getting a great value."
The retailer will have to strive to clear up what makes each brand unique and complementary to each other. According to Buzzfeed News, the memo notes that one of the most frequently asked questions is, essentially, why buy at J.Crew if you can get similar items for cheaper at Mercantile? In response, the memo explains that J.Crew's mainline will still carry all the newest styles, as well as brand collaboration and collection items. Plus, the regular J.Crew products are "utilizing finer fabrics and yarns and more elevated design details."
I'm not sure if this should be a vent or what... but I've learned again and again to never buy anything at full price! I was in b&m store on Saturday to take advantage of the 50% off sale price, and saw the Sleeveless Polynesian Floral Dress on display at the front of the store (https://www.jcrew.com/womens_category/dresses/day/PRDOVR~C6604/C6604.jsp) and it was love at first sight: fit great, nice thick fabric, pockets!!, work appropriate with a sweater but with a cute back cutout. I was ready to pull the trigger and pay full price ($148), but decided to sleep on it. On Sunday it was part of the online 40% off promotion, so down to $89. I was busy Sunday and forgot about it, and on Monday it went to 30% off ($104). Today it was added to final sale ($99.99) plus 40% off and I ordered it for $59.99! So something I was ready to pay $148 for on Saturday I got today for $60 (60% off). So crazy! I would be so pissed if I had paid full price. The seaside pant that I did buy at full price (sooo comfy!) are still listed at full price, and excluded from the 30% off promo. Rant?! Rave?! not sure!
ReplyDeleteWow Jamie - you've neatly and dramatically summed up a big challenge for JC - they have trained customers to wait for promotions. In your case, only a few days!
DeleteAbsolutely true. One doesn't need to wait long for a just released item be offered at a discount (not 5% ..not 10% but commonly at 30% off, often more). That is the ingrained mentality of JC shoppers and I doubdt that JC will be able to retrain and revert it.
DeleteAs for JC Mercantile...all I like about it is the name. That is about it. And I hate to think that I would pay good $ for a JC item to see knockoffs being offered a few doors down the hall.
IMO, if they want to retrain customers then they’re going to need to stop offering new arrivals every two weeks. Every time you turn around, there’s a new rollout, the stuff from two weeks ago is on promo, or promo + an additional percent, and so begins the return/rebuy/PA game. I’d say that even once a month rollouts may be too many for what they want to achieve. You just can’t mix fast fashion with starting prices that high, and I don't seem them lowering starting prices - it's part of their identity.
DeleteAgreed! Although Mickey & co. complain about "sale shoppers," they haven't done much as a company to keep us from waiting for the sale. It was just a few years ago that sale + 30% was exciting, then 40% off sale became the norm, now it looks like they are inching towards offering 50% off sale regularly.
DeleteAgree with all comments. If JCrew stops those steep sales of additional 40/50 off I will simply stop buying. And it is not only about us expecting it, the merchandise is simply not worth their full prices. Inflating prices year after year while decreasing the quality has finally backfired a big time.
DeleteSimilar experience here. I ordered the Petite Endless Shirt on June 26 for what I thought was a good sale price of $48.99. Less than a week later, it goes on sale for $29.99. I return mine, and re-order. The day after I re-order, the discount goes from 40% to 50% off. I ask for a price adjustment and get one. And now, less than a week after the order, the discount drops to 60%, so the shirt is $17.99. From June 26 to now: at least four different sales prices with four different discounts, sometimes going up, sometimes going down! It's ridiculous. I was already irked after the first price adjustment, but when I saw today's, it lit a spark in me. I emailed CS and Mickey, got a call 10 minutes later from Walt Winfrey, who let me vent. He started doing a second price adjustment for me except he was doing it manually and giving me today's 30% off full price discount - but my shirt is currently 60% off final sale! So he too had gotten confused about what discount applied and how much the price is/was/should be. I pointed out that I originally ordered the shirt three weeks ago, and he told me that despite J.Crew's so-called window of time for a price adjustment, if the timeframe was "reasonable" they would have had honored the price adjustments without my having to return the shirt and reordering.
DeleteThat said, he gave me a second price adjustment while we were on the phone.
I also asked exactly what department he's in, and he says he oversees a small offshoot of CS that specifically deals with customer service complaints that are emailed to Mickey. Found that very interesting.
Yeah J. Crew sales have greatly increased in the past few years...I do remember those days when J. Crew was mainly expensive at all times with an occasional 30 percent off sale...50 was unheard of then...But now sales are aplenty and I would hesitate to buy anything that wasn't on sale with at least an extra 40 off
DeleteMore than a vent, this is an expression of sadness about the current shipping policy.
ReplyDeleteAn order I was about to place a week ago was short a couple of dollars to qualify for free shipping, so I threw in a pair of socks to get me over the $150 hurdle. A few days later, I get an email informing me that a shipment of one pair of lonely, tiny, $3.00 no-show socks has been released. How in the world can this be profitable for the company? And, how sad for the environment and this planet. (Yes, I do care that much and I'm sure I'm not alone. :)
Ivanka, I agree. I placed an order this morning for about 8 items, I am expecting them to be delivered one by one. I ordered something from another store last week and they offered free shipping to a local store. To me that makes sense, order online and pickup at a store. They are shipping to the store anyway aren't they? and that should allow them to combine shipping as a company.
DeleteI have no idea why they do not offer free shipping/pick up in a store. I asked this an associate a long time ago. She was a manager, and I told her that I think that might even increase the foot traffic - the sales in brick & mortar decline, while the online purchases are thriving, so why not give a reason for some online shoppers to visit stores more often???
DeleteI am surprised the management haven't though of it yet.
I meant, free shipping with in-store pick up.
DeleteI would love that store pickup idea too. Packages could be kept secure and we could avoid comments from the family.
DeleteOh yes please!!!! Could avoid the UPS man saying "They're all for you today" when he comes in my office. I would love to go by and pick up my stuff at the store and yes avoid the comments.
DeleteI placed an order for 3 items earlier today and thought just for giggles I would call CS and ask them if they could tell from where the items would be shipped. She told me 2 from the warehouse and 1 from a store. I was hoping for just 1 package.
DeleteI'd love in store pick up too! I might even buy more if i saw something in person first while picking up my other stuff.
DeleteNot to add more salt to the wound. But I followed the tracking information and called the store to make sure it had arrived. Since they mention in the shipping email to wait until you receive an email that it has been processed by the store. They confirmed it was there, and the store hours today. Then I got an email from them....which screams amazing Customer Service and the item was on sale for only $39 might I add.
DeleteYour order # XXXXXX has arrived in our store and is ready for pickup.
Feel free to drop by and collect your purchase during our regular store hours or let us know if you’d like to make an appointment to come in and try it on.
We can have your purchase prepped and waiting for you in a dressing room, or pull additional styles that would work well together.
Please be sure to visit the store within 5 days of receiving this email. Due to space limitations, we can hold packages for a limited time only before returning them to our warehouse. As a reminder, when picking up your order, you or the person you selected will need to bring identification.
We look forward to seeing you.
Ok, guys, so I decided to browse (again) though their latest 10-K - the Annual Report to read up about something that came to my mind. (I work I finance, and read financial reports allll day long, but reading through JCrew financials is fun!!!) Anyways, this is what they say re: in-store pick-ups:
Delete"Our customers are seeking an omni-channel shopping experience through the integration of store and digital shopping channels. We have implemented systems that allow us to manage our inventory efficiently across all channels and to ship merchandise from stores to customers and we continue to explore additional capabilities that will broaden our omni-channel experience, including mobile, order online and pick up in the store, and various capacity and efficiency enhancements. However, these initiatives involve significant investments in IT systems and significant operational changes. In addition, our competitors are also investing in Omni-channel capabilities, some of which may be more successful than our initiatives. If we do not implement and expand our omni-channel initiatives successfully or we do not realize our anticipated return on these investments, then our operating results could be negatively impacted and we could fail to meet our strategic and financial goals."
Looks like there the in-store pickups might be a reality soon!
Nan, I agree I love the name 'Mercantile' it conjures up something like a general store for me. Lots of shelves filled with interesting, one of a kind, wonderful items. Instead, as one poster last week stated about Old Navy, the consumer will be greeted with a noxious smell of 'unnatural' fibers and racks of clothing that will be disappointing. I hope J Crew pulls themselves together from the retail side until then I will purchase the tried and true items that I rely on and hope they continue to make them.
ReplyDeleteMy vent: I wish J. Crew would notice their tall sizes sell out fast and many commenters admit they are not tall but buy tall sizes because the regulars are too short. That means those of us who are genuinely tall (5'11" in my case) lose out if we're not on the website every minute. Dresses in particular are just too short most of the time. It's frustrating that the company doesn't stock more tall inventory and/or make the regular sizes a little longer.
ReplyDeleteI'm one of those people making it hard for you to shop, my tall friend! I'm only 5'5" (ok, 5' 41/2", but I round up!), and often buy tall dresses for the extra length. I just don't feel the need to have my thighs exposed!
DeleteJCrew, a little more length! Help a short girl AND a tall girl out!
I am so with you here! I'm only 5'8" but I have to buy dresses in tall to get them anywhere near my knees...and I have a 35" inseam so forget regular-length pants. Customers for the most part seem to want longer hemlines!! I wish J.Crew would make their dresses and skirts longer too.
DeleteLadies please email, call or chat J Crew to share your thoughts and requests for more tall items (and larger quantity). I do from time to time, and have my fingers crossed they may be listening.
DeleteThey had the usual Tuesday night markdowns in store. Most of the Polynesian floral stuff went on sale. The geo brushstroke shirt was on sale. The bright orange plaid popover was on sale for $59.99 and the linen cargo skirts were also on sale for $69.99 all less 50%. They had also marked down many dresses. I did pick up both the popover and the shirt. It would be worth going by to check out if you are in the neighborhood.
ReplyDeleteGreat minds must think alike because I picked up the geo brushstroke shirt today too. Clearance was extra 50% off clearance jewelry and accessories were extra 75% off. No vent for me except that I spent some money today!
DeleteMe, too. Geo brushstroke shirt (aka Partridge Family Bus) and a bunch of 75% off jewelry that I was considering at full price over the weekend. So glad I waited!
DeleteLol partridge family bus!
DeleteDoes anyone know how much the geo brush stroke shirt was marked down to and is sale still extrea half off?
DeleteRN, I saw this shirt in the store yesterday and I'm pretty sure it was marked down to what it is online ($69.99). And yes, sale items were still an additional 50% off.
DeleteI paid $34.99 after the 50% off was applied for the geo brushstroke boy shirt yesterday. Fun shirt and still plenty of summertime to wear it!
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ReplyDeleteOT.....Vancouver Canada has its first Factory Outlet (Vancouver Airport Outlet ) opening July 28th. Got a card in the mail for 20% off $120. This new outlet has bee causing traffic jams all week.
ReplyDeleteMy vent is that I have been looking for a swimsuit from Jcrew this summer and I haven't seen many pretty prints or even the staple stripes, polka dots, seersucker. I'm pretty sure in past years I was able to find plenty of swimsuits available in July and even August. Of course the swimsuits I liked were lined versus padded, as well. This just won't work for me. I have a small chest and I hate the way it looks in a merely lined swimsuit top, like the skinny bra-less models. It doesn't leave enough to the imagination (especially when wet). I'm sad that swimsuits for this summer are mostly trendy (that there are fewer classic looks and colors) and I'm disappointed that Jcrew won't give me more padded top options. I'll have to go elsewhere this summer.
ReplyDelete