tag:blogger.com,1999:blog-1317882250647868056.post4618647599853821328..comments2024-03-28T05:33:23.130-04:00Comments on J.Crew Aficionada: J.Crew {Happy Ending} Customer StoriesAlexis {J.Crew Aficionada}http://www.blogger.com/profile/01823796392253094261noreply@blogger.comBlogger33125tag:blogger.com,1999:blog-1317882250647868056.post-52487925483902041192009-05-20T11:17:03.535-04:002009-05-20T11:17:03.535-04:00Thanks for sharing these great customer service st...Thanks for sharing these great customer service stories! Love hearing them :)Staciehttps://www.blogger.com/profile/08000903733479101210noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-88292075600695965182009-05-19T22:44:35.206-04:002009-05-19T22:44:35.206-04:00Thanks for posting these stories Alexis! We hear s...Thanks for posting these stories Alexis! We hear so much of the negative, it's great to hear that others out there are having positive experiences!<br /><br />I had my own run-in with Walt and the crew (pun intended) back around New Years Day - my email to Mickey returned a response only five minutes after sending, and ten minutes after that there were multiple calls on the answering machine from John O'Dell and Brittany Snyder. They went above and beyond and exceeded any expectations I may have had about J.Crew customer service. <br /><br />**For those who doubt Mickey (Millard) answers his own emails, this was one of the responses I received that same day: <br /><br /><I>"Just took off (on plane)-so "rushed email"-hope you received(prior)-i land in 41/2 hours-hope resolved by then(5ish eastern time)-<br />Mickey"</I>As a result of all that transpired, I received a lovely gift (after chatting with Walt and politely telling him a $25 gift card just wasn't going to cut it this time). I was also set up with absolutely the best Personal Shopper a JCA could ask for. And while I can't say every order since then has been perfect, having an online PS allows you to completely sidestep traditional customer service. Received a cashmere sweater with a hole? One email sent and the next day my account is credited and the new sweater is on its way, with free expedited shipping. Looking for a hard-to-find retail-only item? She'll find it in hours. I could keep gushing about my fantastic personal shopper, but I imagine you get the point. :)<br /><br />J.Crew by far has the <B>BEST</B> customer service of any retailer. There might be hiccups here and there, but overall they truly <I>do</I> care about their customers.Jayna Wallacehttps://www.blogger.com/profile/13604585647528052460noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-42416983322260191582009-05-19T21:39:57.652-04:002009-05-19T21:39:57.652-04:00I also have a personal contact with someone higher...I also have a personal contact with someone higher up due to all of the problems I have had recently with quality. This person is very responsive to my concerns and tries each time to make things right. So I echo most things people have said here: excellent customer service, sometimes really above and beyond, if you push a bit (politely); what they have done to rectify problems has really gotten my loyalty; at the same time, I regret the problems I've had. Still, I don't know any other company that responds to customers better and seemingly more sincerely. Now if they'd just do something about the wacky sizing!Corryhttps://www.blogger.com/profile/12732180751562292892noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-15916521911501083522009-05-19T21:07:40.325-04:002009-05-19T21:07:40.325-04:00I have had great experiences with JCrew. It is re...I have had great experiences with JCrew. It is really nice to hear about exceptional customer service stories. I do hope they correct the cashmere quality issue so that I can start purchasing those items.fiyahhttps://www.blogger.com/profile/15340536502302645590noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-72210639198442537772009-05-19T19:38:29.341-04:002009-05-19T19:38:29.341-04:00Great stories, thanks for sharing! I'm looking for...Great stories, thanks for sharing! I'm looking forward to the improved cashmere!Shannhttps://www.blogger.com/profile/04920055165881567597noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-16691015865393702142009-05-19T18:21:19.660-04:002009-05-19T18:21:19.660-04:00Everyone: Thanks for sharing your comments and per...Everyone: Thanks for sharing your comments and personal experience!!! I really enjoyed reading them. :) <br /><br />Hexicon: Your "Don't buy J.Crew cashmere--even if on sale!" note made me laugh out loud!!! ;) (And I didn't think your post was complaining- I found it informative.) :)<br /><br />Liz (aka Cashmere Liz): Thank you so much for the update! It's great to hear that you were sent a test cashmere sweater. I can't wait to hear your overall impression. :)Alexis {J.Crew Aficionada}https://www.blogger.com/profile/01823796392253094261noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-56853678255480431852009-05-19T17:15:47.126-04:002009-05-19T17:15:47.126-04:00I've really never had a bad experience with j.crew...I've really never had a bad experience with j.crew customer service. They always seem to go above and beyond for their customers, in my opinion. <br /><br />One of my best experiences was last summer...I had emailed CS about an issue I was having with one of their contradictory policies. Later that evening, I received a call from a "higher up" rep, who apologized profusely and offered to send me a $25 gift card. While he had me on the phone, he asked if I had been satisfied with my recent purchases. Turned out that just that week, I had received an order of 2 Cambridge Cable cardis, and when I pulled them out of the box to try them on, 2 buttons immediately fell off of one of the cardis. When I told him that, he seemed appalled and then offered to refund my money for that cardigan. I was so pleased with that exchange...it has definitely made me a loyal customer. <br /><br />Sure, j.crew frustrates me sometimes, but I always feel taken care of as a customer eventually.AppGalhttps://www.blogger.com/profile/00357132357374563505noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-49055786502862950752009-05-19T15:34:00.000-04:002009-05-19T15:34:00.000-04:00Hi everyone, I'm the cashmere Liz. Just to update ...Hi everyone, I'm the cashmere Liz. Just to update the story a bit, I received my new sample sweater yesterday and am wearing it today to test it out (it's just the basic long sleeve T in heather grey). So far, so good. It feels softer than the ones from holiday '08. There's been a tiny bit of pilling in the armpits but that's to be expected. The real test will be after a few more wears, but I am cautiously optimistic!Lizhttps://www.blogger.com/profile/04653872479643382524noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-77812810444195705972009-05-19T14:43:00.000-04:002009-05-19T14:43:00.000-04:00I am so happy to hear these stories! Can't wait fo...I am so happy to hear these stories! Can't wait for pictures of the wedding!! :)<br /><br />I also had a customer service experience lately. I placed an order in the store and unfortunatley the rep put me in as a 'new' customer instead of accessing my existing account. I didn't know this until I got home and checked my email. The email confirming my order had a shipping charge. I was surprised since I had ordered 3 regularly priced items and one sale item. I called customer service and was told " the sales rep has to request free shipping for you" and that their policy had changed on shipping charges with the red phone. I was a bit angry with that response. Then I noticed that I could not log in to my account online. I called customer service again to check it out and they reset my password. After that, I was able to log in, but all of my previous info was gone. Addresses, orders, etc. were no longer there. <br /><br />Remebering the little card we've been getting with our orders, I emiled 24-7 @jcrew.com It was a long email. <br />The next day I received a phone call from Walt at J Crew who apologized for all of the trouble. He reversed the shipping charge, (but did explain that their policy had changed for the future.) and he said he would do his best to fix my account online. My big concern was a backordered Gallery Hobo. I was afraid the order for that was gone, too. (I had ordered it with the red card discount.)<br /><br />The hobo has shipped and unfortunatley my order history is lost in cyberspace. However, what matters to me is that someone at J Crew listened and addressed the problem to the best of their ability. I appreciate being contacted personally and being able to follow up with Walt on my issue. Now I know I can contact him if I ever have another problem. Overall, my contacts with customer service are usually good. <br /><br />I'm a pretty reasonable person. I understand we are all human and we all mess up from time to time. What matters most is someone taking the time to apologize and fix it. Thanks Walt!Crewbiehttps://www.blogger.com/profile/08365276463700543652noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-58602169284148980032009-05-19T14:26:00.000-04:002009-05-19T14:26:00.000-04:00Thanks for sharing these happy customer stories, A...Thanks for sharing these happy customer stories, Alexis. I had a recent issue with an order, actually, it was the first time I've EVER had a problem with an order, and I've ordered a lot from JC in the past few years. Anyway, a pair of sale-priced cafe capris was missing from my order. I wrote an e-mail to CS about it, and I received an immediate response with a nicely-worded apology and an offer of free shipping on any item (the capris were no longer available). So, I splurged over the weekend and bought the fabulous Editor Sachtel in Fresh Melon at 20% off and no shipping charges. Can't wait for the package to arrive. I've been very lucky -- all of my packages always arrive within two-four days and I've never had any problems with damaged merchandise. So, I remain a very happy and loyal (online only)customer of JC.JKWhttps://www.blogger.com/profile/09153245466856207924noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-35905195056236385612009-05-19T13:53:00.000-04:002009-05-19T13:53:00.000-04:00P.S. I do hope they rectify the cashmere issue, b...P.S. I do hope they rectify the cashmere issue, because the pilling is getting ridiculous!JChttps://www.blogger.com/profile/00737609713961172869noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-32095688387906041062009-05-19T13:52:00.000-04:002009-05-19T13:52:00.000-04:00One thing that I love about J.Crew over other reta...One thing that I love about J.Crew over other retailers is their flexibility with returns. It's a reason I shop there over many other stores. If an item doesn't hold up, or if you aren't satisfied with a purchase, they will take it back! Between their return policy and Nordstrom, I'm more comfortable shopping there than any of the Gap Inc. stores. It's important when a retailer recognizes the value of their customers, rather than treating everyone like a criminal.JChttps://www.blogger.com/profile/00737609713961172869noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-45342647120793666952009-05-19T13:36:00.000-04:002009-05-19T13:36:00.000-04:00Wow! Both of these stories are really impressive, ...Wow! Both of these stories are really impressive, and I hope we get to hear how the "test" sweater holds up!!Juliahttps://www.blogger.com/profile/07812609583288803117noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-29354788918249830182009-05-19T13:35:00.000-04:002009-05-19T13:35:00.000-04:00Oh, I meant to say that I LOVE my PS, he's wonderf...Oh, I meant to say that I LOVE my PS, he's wonderful and very helpful. As another blogger has mentioned, since I began shopping through my PS, I have spent WAY more on JCrew than before.Gatahttps://www.blogger.com/profile/04012345602398794010noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-24372999716727566922009-05-19T13:32:00.000-04:002009-05-19T13:32:00.000-04:00Hi all,
Thanks Liz, Melissa & Alexis for sha...Hi all, <br /><br />Thanks Liz, Melissa & Alexis for sharing these great stories! <br /><br />As for my personal exp., I agree w. tastymoog... I've had amazing, so-so-, & very disappointing transactions in the last few years. A lot of it seems to depend on the JCrew associate. In my exp., almost every service industry has it's stars & so-so employees. <br /><br />IMO you can get results with praise as well as criticism. I note that in both stories, our fab JCAs were direct about their critiques or needs & were specific about how they'd like the problem fixed. <br /><br /> I try to be equally specific when I have an issue that I'd like resolved. I was pleased to note that Liz's requests for better cashmere were taken seriously. I think sending the sweaters for comparison & re-design was a brilliant solution. <br /><br /> Also, I was glad to see that when Melissa recv'd excellent service, she sent a thank you note. I believe in positive reinforcement & giving credit where it's due. As a result, I reg request to speak to a supervisor to tell them how pleased I was w. my transaction. I try to be specific, citing the CS or B&M associates knowledge of the products, the jcrew system or their willingness to make sure my questions were answered etc. <br /><br />Glad to hear that both Liz & Melissa's concerns were met.<br />I hope the dress is the icing on the (wedding) cake. <br /><br />Also, please send photos of the dress & the sweater!<br /><br />Cheers, <br /><br />Heather:DAnonymoushttps://www.blogger.com/profile/09617273124020604247noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-44787697310626574722009-05-19T13:30:00.000-04:002009-05-19T13:30:00.000-04:00Great stories! I love that JCrew's management list...Great stories! I love that JCrew's management listens to us and improves their products to please their loyal clientele! Hearing this stories makes me even more loyal to their products. Go JCrew!<br />PS: I am a cashmere-holic and I some of the cashmere sweaters I have bought this spring (cabin 7 gauge sweater) do not pill as much as others in the past. I hope this will be the rule moving forward...Gatahttps://www.blogger.com/profile/04012345602398794010noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-39258513770981347932009-05-19T11:43:00.000-04:002009-05-19T11:43:00.000-04:00I was disapointed to not recieve the extra 25% off...I was disapointed to not recieve the extra 25% off card last month, esp. since I got one last fall. I emailed customer service about it. Not only did they send me the card, but someone left a lovely message on my answering machine apologizing for the oversight! It made me feel really great! I LOVE J. CREW and I'm a man! NealNealhttps://www.blogger.com/profile/14640827131173445759noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-26409426383512057302009-05-19T11:34:00.000-04:002009-05-19T11:34:00.000-04:00Thanks for posting these success stores! So nice t...Thanks for posting these success stores! So nice to hear! I'm very glad that they're working on the cashmere issue. Like another person said, Lands End and others have better quality cashmere, but J. Crew's colors and styling are better. As for the bauble-button cashmere sweater I got a couple of weeks ago, I still love it, but it does leave nice blue fuzz on my beige car seats.himmiefanhttps://www.blogger.com/profile/02270899946791612366noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-62478925055747136022009-05-19T11:13:00.000-04:002009-05-19T11:13:00.000-04:00Hexicon,
Thanks for your input and post. No worrie...Hexicon,<br />Thanks for your input and post. No worries:)(original) Gennyhttps://www.blogger.com/profile/17209889879826124486noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-48102266252843314512009-05-19T10:43:00.000-04:002009-05-19T10:43:00.000-04:00Sorry if my previous post seemed to divert a posit...Sorry if my previous post seemed to divert a positive thread into complaining--it's just that I took out my Martine to wear it today and it made me so sad :-(<br /><br />(And actually I never did get a response to my e-mail to J.Crew last fall about the Fleur.)Hexiconhttps://www.blogger.com/profile/00834188332983426624noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-22690058992033613532009-05-19T10:34:00.000-04:002009-05-19T10:34:00.000-04:00I'm glad to hear they're investigating the cashmer...I'm glad to hear they're investigating the cashmere issues. <br /><br />Speaking quite literally, I have TWELVE-year-old J.Crew cashmere that looks better than the Crew cashmere I bought last summer. My beloved pink and orange Martine that I purchased on sale last August and have worn a max of ten times is covered in pills and fuzz and absolutely looks like #$@%. My "Collection" Fleur sweater jacket (not one whit better quality than regular Crew cashmere) is in the same state. <br /><br />Land's End and LL Bean cashmere sweaters don't seem to have the same problems, but I much prefer the colors and styles offered by J.Crew--I've actually had to tape a note to my JC card saying "Don't buy J.Crew cashmere--even if on sale!" So, I'm glad to hear they're taking the concerns seriously and really hope the quality will improve soon.Hexiconhttps://www.blogger.com/profile/00834188332983426624noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-45234033049598492012009-05-19T10:33:00.000-04:002009-05-19T10:33:00.000-04:00It is heartening to hear the attention that they w...It is heartening to hear the attention that they will pay when we ask for it and really need it. Thanks for sharing!!<br /><br />And, appropriately enough, my word verification is "suffer". I swear!HeidiGhttps://www.blogger.com/profile/17335791412412897005noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-9066773282167580662009-05-19T09:59:00.000-04:002009-05-19T09:59:00.000-04:00I had a bad experience that J.Crew turned into a g...I had a bad experience that J.Crew turned into a great one.<br /><br />I waited nearly two months for an order last summer (most will remember the 'downgrade' to the on line system last summer. Finally I contacted Mickey and he responded within an hour. Then he connected me with a PS who has more than made me a customer for life. The service and attention is amazing.<br /><br />Since being hooked with her I order more and have turned my wardrobe into over 80% J.Crew.<br /><br />My favorite place to shop and deal with.jcrew guy in Canadahttps://www.blogger.com/profile/13087438754180803097noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-68021840978296091102009-05-19T09:12:00.000-04:002009-05-19T09:12:00.000-04:00I just wish they'd be a little more consistent. So...I just wish they'd be a little more consistent. Sometimes their customer service is above and beyond, and sometimes it is pretty ambivalent. Depends who you get on the phone and how much you press them/your attitude (and theirs as well). For the most part I've had good customer service (placing orders, inquiring about finding an item, etc), but there have been a couple times when it seemed like the associate just wanted to get off the phone.tmhttps://www.blogger.com/profile/11794767345499432177noreply@blogger.comtag:blogger.com,1999:blog-1317882250647868056.post-42779499524401315742009-05-19T08:47:00.000-04:002009-05-19T08:47:00.000-04:00Great stories on the front page! Over the winter I...Great stories on the front page! Over the winter I'd decided I wanted a Madeline wool dress in eggplant but of course my size was sold out online. I hit the store but no luck anywhere in NYC. In an act of desperation I picked up the red phone and explained my dilemma. The rep was great! She confirmed that the dress was sold out online but recalled doing a store check for the same dress earlier in the day.<br /><br />She put me on hold, called the store again and sure enough they had the dress in my size! And because I never make things simple I also needed the dress within 2 days so she flagged the order and had it overnighted to me. <br /><br />The fact that she treated my situation as though it mattered really made all the difference. I wrote J.Crew an email to let them know how much I appreciated that rep's stellar service.roxyturtlehttps://www.blogger.com/profile/02175313932217919783noreply@blogger.com