There is an interesting article over at CNN|Money (click here) about J.Crew's future plans to increase profits by scaling back store openings.
J.Crew Group Looks Online To Cut Costs And Boost MarginsBy Alexandra Scaggs
July 31, 2009
J.Crew Group Inc. is going back to its direct- sales roots to help its bottom line.
The preppy retailer plans to focus on its catalog, how the company was founded and its Web site more than its brick-and-mortar outposts, management told UBS analyst Roxanne Meyer. The company wouldn't comment for this article.
J.Crew doesn't have too big of a transition to worry about, though - it already gets a large part of its sales direct. And only around 10% of its leases are expiring this year, less than many of its competitors, said Meyer.
But with customers still skittish, opening fewer stores will save J.Crew the cost of rents, utilities, and maintenance on a building. And selling clothes online costs even less than selling in a catalog.
The company told Meyer that it plans to open "fewer than expected" stores in the rest of the year. In its annual filing, J.Crew said it planned to open 15 to 20 stores in 2009, and that it had already "slowed the pace" of retail expansion.
J.Crew's shares have risen more than 64% over the past three months and recently changed hands at $28.27, up slightly on the day.
Other stores have tried to direct customers online, too. Gap Inc. (GPS) revamped its Web site in 2008 so customers can shop across all five of the company's brands and pay a flat $7 rate for normal shipping.
But analysts say J.Crew has an advantage because of its direct-sales history. J.Crew already posts significantly more direct sales than its competitors. In fiscal year 2008, the company earned 28.6% of its revenue directly. In contrast, Gap and Abercrombie & Fitch Co. (ANF) brought in about 6% and 8% of their 2008 sales through that channel, respectively.
The company's focus online may also help it avoid the push and pull of rent negotiations. In J.Crew's most recent earnings call, Chief Executive Millard Drexler spoke about the company's tug-of-war over rents. "Unless landlords start to realize the supply and demand balances, as our customers all around the world realize, we're not going to accelerate store openings because we don't want to work for the landlords," he said. "We want to be their partners. And frankly, we're not seeing landlords being flexible and open enough in this environment to understand that."
What are your thoughts on the article? Disagree or agree with any of the points made? Do you think J.Crew's focus on catalog/web while slowing B&M store openings, is a brilliant or short-sighted move during these times?
I think it is smart for J.Crew to be focusing on their roots thereby focusing on direct sales, but I also hope that they don't forget about the B&M stores. They are important too and I would hate to see J.Crew become ONLY an online/catelog shop. I enjoy going to the store and physically seeing what is offered.
ReplyDeleteSorry to go OT so early in the thread, but I noticed that my rewards card expires September 15th. I don't recall the points expiring in the past, can anyone clarify for me?
ReplyDeleteThanks!
Emily - I know the rewards card sent out back in May also had an expiration date. Can't remember about the ones before that but I definitely know the last one did.
ReplyDeletePersonally, it doesn't matter too much to me, as the nearest J Crew is about a 5 hour drive away from me. I unfortuantely have buy almost exclusively online.
ReplyDeleteWhat I would hope though, is if J Crew starts to focus more on catalog/online sales that they start having better shipping incentives to promote those online sales. If you take away some of the B&M stores,it seems many people would be less likely to buy online with the current hefty shipping costs.
When you add in tax and shipping, the true cost of an item is much more for those ordering online, and that might drive customers away, considering so many other lines offer free or flat rate shipping.
I need to come back and read this post. Just stopped by to say that Champagne & Cupcakes tried on the Lexington-like professor blazer:
ReplyDeletehttp://champagne-and-cupcakes.blogspot.com/2009/08/pics-of-few-new-j-crew-arrivals.html
I think we've already started to see stores moving in this direction, it makes total sense. More and more people are shopping from home and work.
ReplyDeleteWhen I started shopping J. Crew in the early ninties, it was primarily a catalog based company, there were a handful of B&M stores. They succeeded then and I'm sure they will continue to do so!
They better start treating their customers with lots more appreciation, because online ordering has been inconsistent for a year now (since the big changeover last summer).
ReplyDeleteEveryone is sick and tired of their lack of free shipping when the (final) sale section has an extra percent off offer, and also of their minimum purchase amounts (which vary from customer to customer) required to get these deals. They finally combined offers last month for about a week, with free shipping included with the 20% off sale price discount. I hope that this offer was successful for them and that they will do it more often.
On top of that, their shipping fees ARE TOO HIGH. I ship packages often, and I know it is expensive. But it doesn't cost as much as they charge!!!
I just hope that this move on their part to increase online sales will also be beneficial to (us) the customer.
If JC wants to boost their profits and more towards being more of an online retailer, then they really have some work to do!
ReplyDeleteStarting with their shipping costs, JC needs to get in line with other retailers and reduce their shipping charges. A flat rate would be nice or free s/h for silver cardholders. I never order without a coupon for free s/h. BR, GAP and many other retailers offer free s/h.
Second, offer better benefits to cardholders and frequent customers. There are no true benefits to having the JC card, except for the quarterly reward cards. With Pottery Barn's card, I get 10% rewards back and they are sent monthly, with at least 6 months given before they expire. JC should be shipping rewards out each month.
Third, get serious on quality control and order packing. MANY of us have complained about used or damaged items being sent or items being incorrect or missing from orders.
I'm sure there are other things I haven't thought of, but it's early. :-)
Oh, and FS is a joke. Even when it's final sale time, many items are not marked as such, creating confusion for customers as to which items can be returned and which ones can't.
ReplyDeleteIt seems apparent that J.Crew doesn't have to lower their shipping charges if they are already walloping the competition in online sales. >28% for J.Crew compared to 6-8% for Gap/A&F? No wonder the others offer so many incentives. Obviously a lot of people include shipping as a cost of the purchase or can find a free ship code often enough. Such a large share in the more-profitable online business is great for J.Crew. Maybe in time the others will catch up, but J.Crew has a lot of savvy from their years of experience so we'll see. They have really strong presentment in the online/catalog arena IMO.
ReplyDeleteI used to live very close to a B&M and although visited often, I have always purchased more online. I love the styling of the catalogs and shopping in the comfort of my home at a moment's notice. The downside of not trying IRL is offset somewhat by the many reviews and comments in the blogosphere.
Good. I'm sick of store-only styles and specials. As a petite, I must order online/catalog, only items like shorts, t-shirts, mini skirts, and accessories work for me in store. The only way I don't lose out in shipping if something doesn't fit is if I red phone an order, and that is not always convenient. Hope they incentivize shipping a little, so many other retailers (including more upscale ones) have far more reasonable shipping rates, I do not see why JC cannot do something similar.
ReplyDeleteIt won't be that dramatic of a transition moving into a more web-based sales environment for J. Crew. Haven't they pretty much been web/catalogue based all along?
ReplyDeleteJ. Crew only has approximately 300 stores (including factory outlets) nationwide. Whereas, the article compares it to Abercrombie (over 1,100 stores) and Gap (about 3,200 stores).
Walking into any J.Crew store immediately strikes the frequent catalogue or internet shopper as having a rather meager selection. For instance, my wife was looking for a dress for a class reunion. The website seemed to have an endless selection of styles, colors and sizes. The store we went to, in the Tampa area, had exactly ONE dress in the entire store. Perhaps mall locations with limited selection suffice with the typical mall shopper who drops in and makes an unplanned purchase. But for the frequent web-based shopper who is accustomed to selection and promo codes, the stores pale in comparison.
I would shop more online if the shipping costs weren't so high. I agree that if they want to increase their online sales that they need to offer more incentives. I have driving downtown and paying for parking, but it's still cheaper than their shipping fees. Plus, I love my PS, Billy. It would be hard to give him up. :) Our store doesn't carry everything, although I prefer to order from the red phone for those items.
ReplyDeleteI received my online order yesterday and the waterfall cardi that I ordered came with no tags, no magnetic strip, nothing. Obviously has been worn. I took it to the store the same night and complained to the store associate. Did not get so much as an apology. Nothing. Really? I mean, really, jcrew?
ReplyDeleteEmily - they've been expiring for years - as long as I've had the card. :)
ReplyDeleteElena - did you at least get a refund?
ReplyDeleteThis isn't surprising to hear at all. The former COO of The Limited gave a talk this past spring and mentioned that the concept of a mall will be gone in the next 5-10 years as anchor stores start closing, and companies move exclusively to online selling.
ReplyDeleteWhile it'd be nice for J.Crew to lower their shipping charges, they really don't have to, especially given their share of the direct market. If you compare their shipping rates to other retailers in their same market (instead of just to Gap/BR and Nordstrom), they're really not that high.
Em, yes I did get a refund. But I had to take time out of my day and go to the store to return it. I liked the sweater and would have kept it otherwise. I think I deserve an apology, no?
ReplyDeleteElena: usually online/catalog order items don't have magnetic strip or the price printed in the tag. It's unusual since you didn't receive the tag. BR/GAP items don't have tags at times and I have to take the package bag for the return or they just use the style number to look it up. But, I would have been upset, too if the item I received wasn't in a new condition.
ReplyDeleteAs for this article I do see it as a good move for J.Crew to focus on it's web/catalog sales.
However, they need to make major improvements on the layout of their website and make the shopping experience easier for the customers. A lot of other retailers already have "zoom" option where you scroll over the item you can see it in detail.
J.Crew also has to have their sizing consistent where one does not have to second guess their size since they haven't tried it on IRL. I know when I'm ordering from BR I don't doubt my size.
J.Crew has one of the highest shipping rates and does not offer combined promos like BR/GAP does (only recently we've seen 20% with Free shipping).
They also should have online "live help" where the customer can ask questions without having to use the phone.
J.Crew also needs to treat their credit card holders better by offering competitive reward system as mentioned in another blog entry where we discussed about credit cards.
Oh yeah, I'm also sick of the in-store only items where they purposely put only few in the shelves to make you pay FP for it.
As for the Reward Cards having expiration dates, it's always been that way. I remember the days when the rewards came with my credit card billing statement and I almost didn't notice it. It was attached to the top portion of my bill and it was easy to overlook it.
Sorry for the long post...
If JCrew is going to focus more online, they need to consider shipping for free and allowing free return shipping because you can't try on clothing online. It would not be fair, particularly, to some people who don't live near a JCrew store to have to pay shipping costs.
ReplyDeleteLOL, did anyone get the latest Final Sale reminder email?
ReplyDelete"Final Sale - now up to 50%. Prices as marked."
They forgot "*No guarantee you will receive the correct, unworn item"!
jbird: Re: Pottery Barn - I barely even use my PB card and we still get a postcard in the mail at least once a quarter for $25 off a $50 purchase (we've gotten most of the Great White Coupe set that way!)
ReplyDeleteI understand the frustrations with the store-only items forcing you to pay full price, but there's also that element of exclusivity that I personally like when it comes to retail-only items. One of my biggest beefs with buying from the catalog is that it's accessible to everyone -- meaning everyone and their sister's best friend's aunt may be wearing the same t-shirt as me at any given time. I actually like the idea that what I'm getting (like that silly dangling pearl layering necklace that seemed to be stocked only one per store) is rare and/or hard to find. That, to me, is worth a bit more when it comes to price. Plus with the help of my Personal Shopper and all these blogs, once I find out about that exclusive retail-only item I can have her locate one and ship (usually free of charge) so I have access to it just the same as everyone else without ever having to leave my computer.
I'm totally in agreement re: cardmembers rewards and shipping incentives. The shipping costs are completely ridiculous. And if they're moving to online/catalog only it would seem they'd have to rectify that or lose business. But who knows - as others have pointed out they're already doing much better than their competitors, even despite the exorbitant shipping costs.
jcmama - I don't want to burst your bubble, but J.Crew really doesn't have one of the highest shipping rates. Sure, they do when compared to BR and Gap and Nordstrom, but other than that, if you compare them to retailers who charge for shipping, they're not really that high (relatively speaking).
ReplyDeleteAlso, your point about BR & Gap letting you combine coupon codes as a little flawed - Gap & BR rarely offer free shipping codes to non-cardholders, so your comparison isn't exactly a fair one.
As for sizing, my sizing is all over the place at Gap. I can wear anything from XS to M. Vanity sizing/sizing discrepancies are not singular to J.Crew.
I don't disagree that J.Crew's rates are high and that it'd be nice to combine codes, but I think we'd get further by making fair and accurate comparisons.
I have to echo others about shipping. I am continually frustrated that those with convenient access to a B&M can get free shipping from the Red Phone on FP items but those of us who don't live near a B&M have to pay shipping on catalog/online orders.
ReplyDeleteI know that I would purchase more if I could treat myself to more frequent smaller purchases, rather than keeping items in my cart until there's a high-minimum free shipping code and then debating about what's in or out. It's not only about the money; it's that I'm continually irked that online customers don't have a benefit equivalent to the Red Phone FS.
But if J.Crew is indeed outpacing its online competitors I don't see any improvement in this area soon.
J.Crew's shipping costs are high, but those of Ann Taylor and ATL kill me. It's $9.95 to ship a $20 cami. I mean, really? And now that they no longer carry above a size L in store at AT you have to order online if you need an XL. I just can't justify paying that much to ship something.
ReplyDeleteAnthro's shipping costs can also be quite prohibitive, but lately they have had free shipping to Anthro club members, which is nice. Though I am sure as soon as that ends my shopping with them will go way, way down.
In the end I think we pay for free shipping, though, in the form of higher base prices that are peanut-buttered across all items.
Jacquelyn - AT & ATL used to be so much better about their shipping ($6 flat rate). Nowm they have joined the likes of JC and started tiering the shipping costs. Even their promos, which used to combine % off + free shipping, no longer offer that perk.
ReplyDeleteAlthough, today starts their F&F, 30% off + free shipping over $125, FRIENDS30.
I wish J Crew would go to a flat rate for all shipping and if you use your J Crew card, automatic free shipping. They need to stay competitive. This would give them the edge when shoppers are ordering basics or less trendy items. I find myself taking the extra time to visit the mall just to avoid the shipping rate and final sale. Just my $.02.
ReplyDeleteI wish they'd look to quality, which has diminished badly over the past two years. The dream yarn has been widely savaged on here, and I know I'm not the only one appalled by the cashmere sweaters I bought last winter, which pilled within a few wearings.
ReplyDeleteAs for emphasizing on-line sales, this is par for the course for most companies - and I agree with the sentiment on here that J.Crew's S&H is borderline prohibitive. I can't recall the last time I ordered from them without a free shipping code. Then there's the final sale aspect - it's ridiculous items go directly from full price to final sale. At ann taylor, for example, an item only goes to final sale after first having gone on regular sale.
I am a bit bummed to read this b/c I am always hoping J.Crew is on the brink of opening a store near me :(
ReplyDeleteThe catalog/online styling is so great that I'm sure J.Crew will continue to do well selling online.
I would hope though that if they are making it a point to sell more online they would offer more free shipping incentives or lower price points. Afterall, when they sell directly to the consumer obviously it doesn't cost them as much as stocking the same item in a store.
And please, please, please J.Crew - do away with Final Sale online!
La Belle Helene - re cashmere sweaters. I was at the 17th & 5th b&m yesterday, returning the Featherweight cashmere short-sleeve cardigan, which pills like mad! I told the SA why I was returning it, and he said that JC took steps this year to improve the quality of their cashmere, so this would no longer be an issue. I truly hope that this is the case....
ReplyDeleteMarietta, thanks for sharing that - let's hope it's true! I have some Lord & Taylor cashmere sweaters that have held up great, but J.crew does offer great colors & that's why I bought two last year, thankfully deeply discounted. Still, I hate having to de-pill them after a month - that's just inexcusable.
ReplyDeleteP.S. Regarding shipping, I don't expect companies to ship for free, but I do think flat rate is reasonable. It's not like the companies don't get deals on shipping if they're mass shippers ...
OT - I just purchased the auroras (16029, hydrangea color) in a pop back (btw, size 9 offered online), and was wondering about the fit.... does it run TTS, or size down? It didn't come up as FS on my confirmation, so I guess I could always return it if the fit is wrong....
ReplyDeletePerhaps J.Crew's online sales outpace other comparable retailers because they have fewer B&M stores and, therefore, a greater online presence. I would be curious to see the percentage of sales / profit across media -- B&M, web, shipping fees, etc.
ReplyDeleteI think J.Crew's shipping fees are outrageous, and who knows, maybe they derive a great percentage of their profit from direct sales shipping fees. When you compare them with other online retailers, Nordstrom, Neiman Marcus, Saks, BR, etc. (accounting for almost persistent shipping deals), J.Crew does not offer competitive shipping rates. I think this could hurt sales in this age of savings as customers substitute their offerings for other online retailers' merchandise at a lower overall cost.
I would say they sandwich (disguise) the shipping fees in the price of the item and/or offer flat-rate shipping (with minimum purchase?) as well as flat-rate returns (not dependent on the number of items one is returning). Silver cardholders get free shipping.
I've been think about this quite a lot acutally, and I realize that offering Free Shipping is probably not a real cost-effective possiblilty for J Crew.However as more and more people shop online, the truly frustrating thing,(at least for me) is getting something that doesn't fit, and then having to pay shipping AGAIN to send it back.Without B&M stores to try things on, its a crap shoot trying to find the right size (ahem, especially when sizing isn't consistant, J Crew).
ReplyDeleteSo I say at the least FREE RETURN SHIPPING! Wouldn't it give customers a lot more faith when ordering online to know that if they buy and pay for an item and shipping once,that if it doen't fit, they can return it for free? I know Boden usually does something like that. And I'm much more likely to order from them knowing that if it doen't work out, I'm not getting penalized yet again with the costly return shipping.
I would think a lot more orders would be placed if customers knew they could return items without paying the hefty return shipping charges, especially in light of the fact J Crew want to go to more online based sales.
Cleo - J.Crew's profit margin was about 4% last year. Their mark-up margin is around 40%, and this includes mark-up on shipping costs. Both of these are in keeping with industry standards. Their shipping/packaging revenue amounts to about 3% of their overall revenue, so I'd be surprised if it's a huge contributing factor to their profit margin, given the way they recognize revenue and how they classify shipping costs.
ReplyDeleteSilver Lining, I got the FS reminder. I checked the site and it doesn't really look like anything has been lowered in price though.
ReplyDeleteMy office is 2 blocks from a B&M and I used to use the red phone a lot to get FS but not so much anymore. Now that they want to charge separate shipping for a sale item, even when included in an order with full-price items, I just order online when there is a free ship code available and combine my sale and non-sale items into one order. Also it's more convenient than re-confirming all your info etc with the CSR on the red phone. Just log in, click, click and your order is done.
However I absolutely do not place any orders without some sort of code, either FS or a percentage off.
Interesting article Alexis, thanks for sharing.
ReplyDeleteI find the J.Crew website and service to be very good. I can't ever recall an issue that was not resolved to my satisfaction but I do think that the customer attitude and approach will dictate the end result. Love the catalogs and multiple views online. You can zoom in on things nicely and see the actual item in every color and multiple angles, except for shoes/accessories. I imagine J.Crew wants their website to have a different "look and feel" than others so no surprise that it does not have the exact same feature design as other sites.
The Find It service will ship to you for free if a full price item is not available online, similar to the red phone service in stores. Of course that is if the item is found in stores and IME I have had only one item not found through the service with more than 15 requests. Find It items are shipped via FedEx and always arrive very fast. I wonder if FedEx is cheaper or easier from the stores and why it is not the shipper of choice for the regular orders. Perhaps UPS has a competetive advantage with software or managing a greater part of the fulfillment process for J.Crew.
I remember when I was excited to find a free shipping code and over the moon with 20% off. I shop quite a bit online and J.Crew's shipping rates are not that bad, I've seen a flat rate of 30% for shipping on one site. Now that is obscene if you have a large order. At that rate shipping the new collection wool pencil skirt would cost $59.40 for a single item! If a business plan is to to make a certain amount of profit they must find a way to do it through shipping charges, item pricing or product/service cost cutting. If not, their bottom line and share price will be impacted. One way or another you pay for shipping, whatever the listed cost.
Although Final Sale is unpopular, it is really common at a lot of stores, especially for heavily discounted items. Some stores will not allow returns if an item is on sale regardless of how small the discount. I can't believe people have the attitude that J.Crew is the only retailer with this practice, even online. I imagine FS is a necessity to offload some of the merchandise and the cost of reprocessing things for resale could get ridiculous with multiple returns. Given the 40% margin FS has got to be a break even or loss for many items so why allow returns? For things that don't work out there's always the Weekly Exchange or eBay or a potential gift for someone or maybe even Goodwill. J.Crew likely hates FS too, especially over selling out at regular price and they are constantly refining their inventory strategy with that in mind, as they have stated publicly.
Personally, I've been a fan of J.Crew for years now and I'll continue to shop as long as they are selling what I want, whether online or in store. I applaud their success and admire their smart business moves. They really do "get it".
I always get free shipping at Gap/BR/Piperlime/etc. stores because I have a Banana Republic Luxe card. I can't believe J.Crew hasn't done the same for its customers yet. I recently received a J.Crew silver card and free shipping was not listed as one of the perks of that even.
ReplyDeleteI definitely order more from J.Crew when there is a free shipping code, but if they closed my local B&M and I had to pay RETURN shipping for the items I didn't keep, I wouldn't be shopping with J.Crew very much, if at all.
By the way, what happens to the rewards card money if you purchase something with it and later return that item? Do you get the reward money back?
ReplyDeleteI shop almost exclusively in JCrew only.
ReplyDeleteNo promotions, free shipping or other perks would make me to shop in BR, GAP or AT.
You shouldn’t even compare these stores with JCrew – it’s just a different level… The style, the quality, customer service – everything about JCrew is just great.
I will continue to shop in JCrew.
Team JCrew!
A very insightful article for me. I doubt we'll see any break on shipping except for the codes we're used to sharing. With nearly 30% coming form online sales no need to discount the shipping.
ReplyDeleteI do hope they lower the minimum on the free shipping, although I seem to find items to bump me over the magic $150 mark.
I really like what ShuLvr said. Pretty much the same for me.
I have several locations near me and still prefer to shop online- more colors, more sizes, more styles. The shipping is a bummer, but there are always codes out there for $150+ orders and you can always return the "extra" ride-along items. Final sale is pretty prohibitive though. Unless I KNOW it fits, forget it. And you need close B&Ms to figure that out...
ReplyDeleteAngie - the amount of the item you return goes back on the credit card used (provided you purchased more than the rewards card was worth, and ended up putting the balance on a cc). This has always been the case for me, and in the end works out nicely, since I use a JC cc, and the credit invariably ends up paying for some other JC purchase.
ReplyDeleteShuLvr - I really like what you had to say, and I pretty much agree with you. :-)
JC is no longer using FedEx, even from stores, only UPS. This change has taken place in the last week or so.
ReplyDeleteI agree with several of the comments posted here. I order mostly online and wish final sale would really be final (ie, late in the season and really discounted) and I hate to pay shipping for returns, but sometimes the $5.95 seems more reasonable to me than having to trek to the B&M.
As someone who has experienced countless defective and worn items since January (and several in the past week), I have sworn twice to stop buying from JCrew. I keep coming back because of the styles can't be beat. And neither can their CS, IMO.
Every time I have had a problem they have gone out of their way to resolve it. Yes, every problem has been a time-consuming headache, and I wish they'd get it together in terms of quality. Sometimes, though, I think I'm expecting too much from them for the price. Would making better quality clothes mean much higher prices--what do others think?
You know, I really wouldn't mind final sale if the items were heavily discounted. In my experience, that's how other retailers handle final sale. But if you mark something down $10, that's not final sale IMO.
ReplyDeleteThey really need to look at their exchange policy and offer fs for your next order regardless you re-order the same item or not. That is where the shipping costs add up.
ReplyDeleteThey have to improve their quality control from the warehouse, making sure all the items you order are in the box before it leaves the warehouse.
While I agree that flattening or eliminating the shipping charges would be just about the best customer appreciation gesture possible, J. Crew's rates are not the absolute worst. (Anyone ever pay $25+ to have a plastic envelope with a few weightless bras in it mailed from VSC?) That said, I'd never order without a free shipping code anymore, just because I can't stand the idea.
ReplyDeleteAlso - for the last six years, I've lived about a half-hour from a B&M in one direction, and about a half-hour from an outlet in the other direction, and have never been to either of them. I grew up getting the catalog in the mail, and get far more inspired looking at the pretty pictures than by looking at the headless mannequins, esp. since the stores only have a fraction of what's carried online. Seems like focusing more on quality control than on opening more stores might be a smart move for any company right now - after all, I keep hearing that people are trying to do less 'shopping' in this economy.
Rae, I know what you mean about shopping the catalogs - also, the pieces at my B&M always seem to go through a lot of "shop wear" from being tried on, and I'd rather get a new (feeling and looking) item from the website.
ReplyDeleteI have two stores near me, so that's where I take my online returns. If I had to pay to ship them back, I'd probably never order from J.Crew.
ReplyDeleteUnfortunately it hasn't been my experience that just because something is ordered from the website, that means it's new. I've gotten obviously worn items, as well as damaged goods.
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ReplyDeleteInteresting article, Alexis. Thanks for posting it. I agree with ShuLvr. I think it makes perfect sense in the current financial climate for J. Crew to focus more on its website and catalog. Although I live close enough to Chicago to shop in a B&M, I've actually NEVER been in a J. Crew store! Too busy with work, kids, etc. (Might get the chance to experience my first B&M next week in Madison, WI, however). So, I rely completely on the website, and I have been extremely pleased with the service and very fast shipping. I usually get my orders in about 2-3 days on regular shipping! I can count on one hand the number of "problem orders" I've had, and CS has treated me very kindly and professionally on those few occasions. I should mention that I do a LOT (too much, in fact...sigh) of online shopping with them, and I'm amazed that I've had so few issues with my orders.
ReplyDeleteI agree with points made by ShuLvr and will also continue to shop J.Crew. There is something about the J.Crew style that I love. The clothes just feel nicer and look better than a lot of alternatives.
ReplyDeleteAfter work today I put on my denim safari jacket, dark matchstick jeans and a basic cream sweater (it's cool here today). I went to pick up a few things at the market and was getting so many looks and smiles it was great. I came home and checked out my look, the safari jacket totally made the outfit. I looked put together and stylish with pretty much zero effort. That is why I love J.Crew. The look is me at my best.
Hi everyone! I have to say that I *really* enjoyed reading everyone's comments for this post. The responses were so thoughtful!
ReplyDeleteAnd ShuLvr... you made so many great points. I kept nodding my head while reading what you wrote. J.Crew is my favorite retail obsession for all the reasons you stated. :)
This was a good read, thanks for posting. I can appreciate Drexler's partnership approach with the many landlords. I know where I live, there are a number of popular stores (guess, arden b) that have closed over the last yr, only to be replaced by some no-name store...not sure how that is helpful to the mall as i would less likely shop there if my favorite store isnt there!
ReplyDeleteAlso, I find it interesting that no matter how much Jcrew doesnt offer incentives to shop online (free shipping, etc) they somehow still beat out --viciously--their competitors. I know I am telling my age, but I also discovered jcrew in college through a catalog in the nineties, and I must say I have been a fan ever since, especially over the last couple of yrs. They didnt have the option of online at that time, and it didnt matter if I had to pay shipping--I still bought. So I'm thinking that no matter what, they are always going to have their core base --I think we are evidence that they are a lot different from their competitors---there arent any gap or br blogs that I know of??
JTS: you didn't burst my bubble. I understand J.Crew shipping rates are industry standard. I guess I didn't make myself clear. I was speaking from my personal experience as an online shopper where J.Crew could improve their online shopping experience for their customers. Also, since I'm a BR luxe card holder I guess I was hoping J.Crew would offer similar perks...
ReplyDeleteI'm sorry to anyone who were offended by my comment. I LOVE J.Crew as much as any of you JCAs here, that's why I read/comment on this blog. :-) [Thanks Alexis!]
I may complain about J.Crew but there is no doubt that I shop there more than any retailers since I love their style. I've been wearing their clothes for more than a decade and I plan to wear them as long as I can pull off their style as I get much older... :o)
I guess we all can't deny the lure of J.Crew style ~~
I agree with many points others have made- the catalog seems to have way more selection than the stores. I end up ordering a lot more online and doing a lot of returning to the stores!
ReplyDeleteI hate their shipping costs! I have my $25 rewards card and I found something online- but the shipping is $12. I hate to see half of my rewards card go to shipping! So I will use it for an in store purchase.
I still love to go into the stores because I have to try on the clothes for size and color. There was a time where J Crew was very consistent with sizing so I could order online easily. But in the past few years, I found I was all over the place. (XS to Large!)Recently it seems I am back to being a consistent "Medium" so I hope it stays!!
I agree the S&H is too high, & too rarely free ship, & when they do, too high $ wise. Too rarely giving EXTRA20%, Their demographics re store stock mixes is grossly off here in the West re what people want to buy--they think we only wear jeans and tee shirts, even for the main urban flagships.
ReplyDeleteFS is a joke. I understand that FS at any apparel retailer IN STORE with no returns makes sense, as customers get to try things on. FS at other online retailers allows you to RETURN things. Not allowing returns on online purchases is INSANITY for apparel retail, it means it actually takes longer to sell the merchandise because customers are hesitant to take the risk. JC used to allow returns on FS. It apparently presumes that A) their sizing is consistent, which it is not (and the worst variability in the industry IMO); and B) that customers who buy stuff under the no-returns game are OK with it because they must have previously seen it and tried it on in a store (a flawed premise both re the customer's potential familiarity and the stock that most of their stores carry, which other then the flagship for each major city, have less than 50% of the current styles from the outset of each collection debut).
Finally the ongoing web problems in the sale section on the days they send out the sale emails--slowness, chronic crashing, including crashing during checkout--is inexcusable customer abuse.
Over all they are so far behind their competitors in service and policies--and always have been, I've been a customer since the 80s. I have written to them numerous times, and get only canned responses.
I am getting to the end of my rope, between the above and the repetitiveness of the styles. Yes they deal largely in 2 niches: staples and classics. But it is such a narrow band, even with Jenna and her team's broadening of it--and their color variations over the years have been minimal.
I am a size 0 Regular, but the last year those pieces have been growing in size that I am being forced into OP instead--and I'm 5"7"!!!!! And the ridiculously long lengths on pants--longer than any other brand-- only to apparently accommodate uptown NYC fetishes for heels as day wear, as most other places in the US women do not regularly where massive heels during the day.
I also think the exclusivity on certain catalog/online only JC Collection items is absolutely ridiculous in how it has been handled--when over the last year the web team has been lagging behind the catalog mailings in getting some of those items posted in a timely manner. So what often happens for me is that when I get an email re new stuff and cruise it, I don't know that the web team doesn't have it all up. I assume they do, take a pass through that day online, and don't necessarily check back until another email comes. In between that the catalogs are arriving at various intervals around the country at different times. SO MANY TIMES by the time I get the catalog (perhaps because my last name begins with S and they drop ship in batches alphabetically) the collection items are already sold out in the first week--and they weren't even on the website the prior week when the email announced a new collection. That is just poor internal coordination of their marketing plan combined with poor projecting with their vendors re quantities and not arranging for the ability to reorder those items from their vendors if they sell through. Having exclusive items for limited times in apparel retail is not meant to be abusive of the customers--having only enough stock for a week run is abusive. Exclusive items at other retailers tend to last at least for a few weeks in their more accurate forecasting of stock numbers. This is not a new problem at JC, it has been happening for years, and they still aren't learning the lesson.
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