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.
Major vent: I got my order today, Website description is off (leather vs synthetic) and nobody can give me an answer. I just spent half an hour on the phone with 2 different reps getting inconsistent info, plus received an email from cs with differing info on the same issue. The first rep I spoke to lectured me and made it seem like J Crew's error was my mistake, and that I could either accept an item that was misrepresented on the website or order a replacement to see if the second one is as described or not. Email from CS suggested I got a product from a few seasons ago (mind you, it's a specific color, and color names change frequently) and finally the last rep I spoke to said he would look into it. Why would I be getting seasons old product shipped from a store when there is plenty of stock online in a color that was released in the spring? Why can the phone rep tell me with certainty if the item is leather or synthetic? Why in the midst of me being on hold the product description changes to remove the material in question? Why is the rep suggesting I got a defective item, the only non leather item in the whole production run of leather items? So many unanswered questions. And of course, the email from cs tells me they are happy to overnight me a replacement, and when I call to order it, another rep tells me she can only waive shipping for 3-6 business days, and why am I asking her to pinpoint the day the replacement will arrive? That's up to ups, and I need to wait and see.
ReplyDeleteI may be extra sensitive since I've been watching the news too much, but I am shocked at my level of irritation with J Crew right now. First world problems don't usually get me this rattled!
What item is it?
DeleteAnthro Blogger, you are wasting your time trying to get a helpful and sensible response from these clueless employees.
DeleteSuggest you email the boss directly -- mdrexler@jcrew.com
suggest you write "executive memo" style, that is, bullet points and short sentences. You have 2 issues, as I see it - (1) garment is supposed to be genuine leather but feels and smells like a synthetic, and (2) runaround and denial from CS.
Include NAME, COLOR AND STYLE # of garment.
Include all your contact information.
@Suz the item in question is the Cece shoes, and it is the lining that is synthetic.
Delete@Fred the sticker on the sole of the shoe says it is synthetic (not just my speculation!) Thank you for the suggestion but I think I'm going to return and cut my losses. But this shouldn't happen! At least now they fixed the website so no other unsuspecting customers get synthetic lined shoes unknowingly.
placing an order for $250 Can. ask that final sale be waived on one item ( $80 cashmere sweater ) as it may not fit. they said no. I said cancel the whole order. I will be just fine without a few more t-shirts and shorts...its almost Aug already anyway.
ReplyDeleteI've never had this problem. I try not to but I've returned final sale items.
DeleteIf you are ordering from Canada there is no "final sale". It has something to do with the Borderfree partnership and everything bought online, including the final sale items can be returned in store.
DeleteI have returning many FS items with no issue. It was actually one of the managers at the Yorkdale location who told me about this,
HTH!
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Deletei was told mths ago. no final sale for international orders.
Deletenow I am being told ... final sale does apply. As per my trying to order that cashmere sweater the other day.
So which is it??? J Crew has lost alot of business because of final sale. I cancelled my order because I have been burned by final sale before (online)...
Received a damaged (small hole in the middle) sweater that I purchased final sale. Is this something I can return due to being sent a damaged piece?
ReplyDeleteYes. Either call or email customer service and they will assist you. Since it was damaged you will have no problem returning.
DeleteYes, definitely you can return it. I just did this yesterday - same situation, hole in the cardigan. I'm supposed to be getting a new one sent to me and was credited for the damaged one, which I will be returning to the store.
DeleteThanks!
DeleteI received my green suede Sloans Monday that had shipped from a store instead of the warehouse. They were inside the shoebox with no tissue whatsoever and the shoebox was placed in a huge box with no packing materials at all. Luckily the look fine but I think they could have put a little more effort into the packing. My second vent is that I'm broke! Those $24 Sloans and Gemma really sucked me in:)
ReplyDeleteI am so irked that I bought the green MONTHS ago for way more than $24! That said, I have worn them a surprising number of times! I love them with navy. Have fun wearing them!
DeleteThanks Taylor. The fall Jcrew runway showed lots of green for fall and I am hoping these will coordinate!
DeleteWhen is the first roll-out for fall? Please don't say yesterday.
Delete@st I think it's in August - at least it has been in years past.
Delete@Taylor, i was venting to another JCA last week that I had the same $24 shoe experience. I bought my Striped Gemmas back in May or such -- at the time, I kept getting a 'low inventory' and even 'sold-out' reminders at one point. They went on Final Sale at some point so I bought them for what I thought was a 'good' deal, $83. Fast forward to last week when there was still a full size run, at $24. Ha! I don't even like them all that much tho, they run bigger than my other fabric Gemmas.) Oh well. Grrr.
Delete@st--the SA at my store said this rollout is more of a 'transition to fall', so the rollout in August (in 6 weeks, according to him) will be 'more fall'.
Delete@Taylor -- don't feel bad -- at least you've worn them a bunch. There are people who buy at full price, never wear the items except for photos and then the items are way, way discounted. Of course, it's usually better to wait for sale with J.Crew, but buying one pair of shoes and wearing them a lot before they hit deep discount is hardly a poor financial decision. Doing that (and not even wearing the stuff) over and over and over again for every item J. Crew puts out is a bad financial strategy!
DeleteOh ladies, I have DEFINITELY done that before, bought something full-price that I "had to have" & ended up selling it off because I never wore it. I'm trying to be smarter about my purchases now but sometimes I still get caught up in the moment!
DeleteI hate it when they take all the tissue out of the sale shoe boxes. They do this routinely in the stores, I guess so it is not as messy for them, but they could put a piece back in when they ship them out. I received earrings this week that were just put in a brown envelope and I was thankful that the they were not broken but they are the ones that were missing a stone. I think they were shipped that way. OT,I got one of the little coin purses today in gold and I really think it is cute. It will hold several credit cards/ID and will clip nicely to either a handbag or a belt loop. I might clip it to a belt loop for running around, I think it would look good and the gold goes with everything. Would really like the leopard one but it was $49.50 which I think is a bit pricey. Will wait for promo. Also, the alterations person sewed up the seam on my mixed plaid Sunday slim chino shorts for free and while I waited. That made me happy so I guess I got most of my J.Crew stuff squared away.
ReplyDeleteI'm starting to see the annoyance of the new UPS Innovations - they seem to not have their tracking data together - an order I placed that shipped on 7/13 was still showing as un-mailed as of yesterday...but when I got home from work I found the package in my mail. So, not a huge vent since I'd say the shipping time is standard with what I experienced with Sure Post but...I like to keep tabs on my packages and not play guessing games!
ReplyDeletex2! Especially since my recent orders have been shipped one item at a time, all from different locations. I'd like to know if all are arriving at once so I can avoid an embarrassing encounter with our mail carrier! "Um, I think ALL of these are yours . . . ." :P
Deletesame! I check my tracking links every day, I want to know (and get excited!) when a package is arriving, and those ups innovations ones are always blank. then I get worried it's lost or is out of stock and not actually shipping.
Deletesame! I check my tracking links every day, I want to know (and get excited!) when a package is arriving, and those ups innovations ones are always blank. then I get worried it's lost or is out of stock and not actually shipping.
DeleteDoes anyone know why they took the tropical floral cami off the website. I had it in my basket Monday night and all sizes were available. I went to check out later that night and it wasn't in my basket and no where to be found on website.
ReplyDeleteHi Natalie - jcrew.com has a longtime glitch where a handful of items disappear off the site when new arrivals are rolled out. It should be back online in a day or two.
DeleteThanks so much!
Deletepopped in on my lunch hour...saw new arrivals. wow...fabrics are really thin. can't imagine any of the pieces i looked at lasting very long
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ReplyDeleteI bought the Into the Wild loafers around 4th of July when they were on sale with an extra 30 or 40 percent off. They were backordered and not expected to ship until August 18th, but they must have had a return because they showed up this week (much to the surprise of my bank account). I know no two pairs of these shoes are going to look alike, but I was disappointed with the swatches of fabric mine got. The tops are mainly the berries/fruit, with a little bit of the butterfly/flowers on the side and a lot of white. Knowing how great that print is on other items made me feel like they did a haphazard job selecting fabric pieces for the loafers.
ReplyDelete