Tuesday, December 22, 2009

J.Crew & the Return Policy

It's the season for giving gifts ... and for returning some of those gifts. ;) The New York Times (click here for the article in its entirety) has an article with some {commonsense} advice about the returning of purchases this year.
Nice Gift, but Ask if You Can Return It
By Tara Siegel Bernard
December 18, 2009

So you think you’ve picked out the perfect gift for your loved one. But there’s one more thing you should consider: how hard will it be to return it?

Before you take out your credit card, take the time to closely read the fine print of the store’s return policy, or ask about it, because there is a huge gulf between the most generous and the most restrictive. And do not assume that the stores you shopped in last year have the same return policies this season. About 17 percent of retailers have tightened their holiday policies this year, according to the National Retail Federation.

Many of the retailers that have changed their rules have good reason: the industry will lose an estimated $2.7 billion during the holidays because of return fraud and about $9.6 billion for the year, according to the federation, a retail trade group. Scam artists produce fake receipts, or they take advantage of stores with lenient policies, steal large quantities of merchandise and then return them without a receipt.

“Generally speaking, a store can set up any return policy it wants,” said Edgar Dworsky, a consumer lawyer and founder of ConsumerWorld.org, a consumer resource guide. But the policy does have to be clearly disclosed.

There are a handful of stores whose liberal return policies are renowned, Nordstrom and Lands’ End among them. Lands’ End likes to point to the old-fashioned London taxi featured on its 1984 catalog cover, which it sold for $19,000 that year. More than two decades later, the customer asked for a refund, and Lands’ End returned the whole $19,000. The black cab lives in Lands’ End’s warehouse today, as a testament to its lenient policy. ...

The following tips will help you navigate the various rules of return, both online and off.

DON’T ASSUME If you purchased something online, it does not necessarily mean you can return it to the retailer’s physical location. Many big stores, like J. Crew, will take back anything purchased online, but others... will not...

DO YOUR HOMEWORK Whether you’re shopping online or in a store, be sure to check the various return policies on the retailer’s Web site or at the cash register. ...

KNOW THE RESTRICTIONS It’s often impossible to get cash back, especially if you’re returning a gift. Many retailers will provide refunds only to the person who originally made the purchase, while gift recipients— even if you have a gift receipt— can only make exchanges for merchandise, or receive a store credit or gift card. ...

CHECK YOUR CARD’S POLICY Several credit cards offer little-known but highly useful benefits that allow you to secure a refund when a retailer will not grant one, as long as you made the purchase with that card. ...

KEEP RECEIPTS This is obvious. Get a folder, toss all your receipts inside and keep them, even long after you’ve handed out your holiday gifts. If you or the gift recipient end up dissatisfied with an item and the retailer refuses to take it back, you may need the receipt to apply for a refund from your credit card company.
There is another article over at the New York Times (click here for the article in its entirety) that sums up J.Crew's return policy (click here) quite nicely.
J.CREW Allows 60 days for refunds with an original receipt; refunds will be made in original form of payment (you need a government-issued ID to get cash back with a receipt). If you don’t have a receipt, you’ll also need ID, and can make an exchange or receive merchandise credit based on the current selling price. Gift receipts are good for merchandise credit or exchanges. After 60 days, you can still make an exchange or receive a credit for the price at the time of sale if you have the original receipt, or for the current selling price if you don’t have the original receipt. Merchandise purchased online can be returned to stores.
J.Crew has one of the better return policies of the retail industry. If the item is defective, J.Crew takes it back with no questions (as they should). I have also found that J.Crew will accept returns for "final sale" items, as long as there's a good reason of course. Like if the item is defective (for example, a belt is missing one of its jewel pieces) or if the item doesn't fit like it should (for example, I am always a size 2 in outerwear, but for some reason one of the coats is too big in the size 2).

Are there any pieces of advice you would share to fellow JCAs when it comes to J.Crew's return policy?

65 comments:

  1. Asking about the return poliy around the holidays is a must. I discovered -- after purchasing -- that items purchased at Wet Seal from 10/25 - 12/24 can only be exchanged. They don't even allow a credit to your charge account. Exchange/store credit only.

    One of the best return situations in the business is Target. You don't need a receipt if you used a credit card to pay. I never pay cash there anymore as a result. You also have 90 days to return. The return process is also really, really quick, even for online returns. Of course Nordstrom is another one with those double stickers. Love that, too.

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  2. Thanks for posting this. Even though JC frustrates me at times with their inconsistent sizing and customer service I do like the fact that they accept returns for defective/damage items.
    When BR/GAP changed their policy to 30 days for returns I really stopped buying from them even though I'm a LUXE CC holder.
    If JC changes its return policy to 30 days I'll be spending way less than I would do now.

    I like how a lot of retailers are able to find a transaction with credit cards but I always wonder if they are able to see all my transactions or only the ones related to their store.

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  3. this may have changed, BUT, when i worked at the gap and a customer was returning something without a receipt but that was purchased on a gap card, we'd scan the card and the item and it would basically either let you return it or not. there was no list of transactions or anything like that. it just went along with the return. maybe other stores are like that too. however, when i was returning something at jcrew the girl was "flipping" through all my purchases to find the right one. i think that's a bit creepy and makes me more inclined to return by mail because i don't like them looking through all my purchases. not that i have anything to hide, you know?

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  4. I wonder how long the 60 day return policy will last before JC will change it like other retailers? There are some retailers where I shop the return policy is now 14 days.

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  5. I hope J.Crew keeps the 60-day return policy. A lot of my orders take almost 3 weeks to arrive to Canada. That doesn't leave a lot of time to decide and return within 60 days. Of course, I've returned items after 60 days and have no trouble spending the gift card that is issued.

    Must say that I've never had an issue with J.Crew returns or CS in general. I can't imagine how busy they get during the holiday season yet they area always pleasant and helpful IME.

    I expect we are in for Final Sale pretty soon now. I hope it's a doozy!

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  6. as a long time GAP customer i am not too happy about the change to 30 days either. but i havent bought anything there in a long time. they styles are not what they used to be. today i have to go to nordies rack to return something in under 30days!

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  7. xoxo: How come your parcels take so lon to get to you? I live in Canada and mine arrive within 4-5 days of my order via UPS.

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  8. casual-crew, most of my orders arrive in ~2 weeks but it is not uncommon to take 3 weeks. From the time of order, that is, not from the time it is shipped. If you live further east you will likely get them a lot faster. Once they clear customs in Ontario they sit there for a day or two before they ship out west. I always request a tracking number and watch them closely, with anticipation.

    I've had a few orders that took the northern U.S. tour before making their way to Canada and much later, my doorstep. CS was kind enough to refund any shipping paid in those cases.

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  9. J.Crew has been very good to me and stands behind their products. If an item wears quickly, or has a defect they have always replaced it or offered me a credit on my credit card account.

    Their items are not perfect but in my mind their service pretty much is.

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  10. lands end has an awesome return policy as well. Sometimes to a fault-I mean, a friend of mine who use to work there told me horror stories of people bringing back items YEARS old to return! And they accepted them! I'm not sure how they found the last listed price for the items, but she said LE stands behind every item and will accept any return.
    i hope j.crew doesn't adjust their return policy. I think it's very fair.

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  11. I also hope that J. Crew doesn't adjust their return policy. And, I think that the store can pull up transactions purchased at another j crew store with your credit card.

    Like jcmama, I rarely shop at banana republic and gap now; the 30-day return policy is very annoying. Anthropologie also has a wonderful policy--you can return items whenever as long as you have your receipt (and, you may not need the receipt if you have your anthro card, I think).

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  12. Thanks so much for this post! I taken full advantage of J.Crew's (wonderful!) return policy. Just recently I made a number of returns - for store credit - on items purchased a year ago that were still hanging in my closet unworn. I make it a point to keep all my receipts for everything, whether it be to return because it's been unworn or if a stray hole or flaw appears when I finally get around to wearing it.

    Like jcmama, the day I found out that Banana Republic wouldn't accept returns with the original receipt after 30 days that was it for BR. I had some shirts I'd bought for my husband that he decided he didn't want, and it was just outside the 30-day window. The nice SA said he would pretend he hadn't seen my receipt (awh gee thanks! ) and allow me to return without receipt, whereas they'll send you a store credit BY MAIL for the current selling price. It took a good two weeks or so to receive that in the mail, and then I was stuck with store credit (that could only be used in-store, not online) for a store I didn't want to shop at. And don't even get me started on their "rewards" points - if you buy something with those and then return GOOD LUCK trying to get the points back. Seriously. Poo.

    J.Crew still wins hands-down when it comes to return policies (and customer service in general).

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  13. I don't see what the big deal is about a 30 day return policy. I still shop BR, Gap, etc. No biggie but then again I lived in the UK for many years and ALL stores had 14-28 day return policies no exceptions. I just got used to it. I mean 30 days is enough time to decide if I am going to keep/wear an items etc. If not, maybe one has too many clothes:)

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  14. I think a 30 day policy is fair. If you have something sitting in your closet for much longer than that and then decide to return it, the store is losing money b/c by the time it gets it back it will likely have to be marked down, whereas if they had received the return earlier they had a chance of selling it at a higher price. Of course, occasionally I have wanted to return something a long time after buying it, but if I miss the return window I understand why the store has that policy. I actually make a lot of returns myself because I am a big online shopper, but I always do the returns within a week or 2 of purchase.

    I do think it should be standard to accept returns for refunds on defective items, though, even if you have passed the return period. JC is pretty good about this in my experience. They have accepted back t-shirts and sweaters that got holes within 1-2 wearings, no questions asked.

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  15. I have had some serious issues in the past with J. Crew merchandise which has required me to make returns. I can only recall one time when I had an issue returning an item and that was mainly due to the attitude of the SA at the store. For the most part their return policy is great if you don’t take into consideration Final Sale. If J. Crew changed their return policy to 30 days I would seriously reconsider the amount of shopping that I do there.

    I second Gigi about Nordstrom and Target. Returns are so easy and they never hassle me about why I am returning. I also love that both stores will do a search and find for an item even if it is on sale. These two reasons are why I continue to shop there.

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  16. As for credit card search..J Crew is the only one I know of that has to search through your orders to find the item by using your card. No thanks. Most other stores that do this via CC (Target, ON/GAP/BR) their system locates the actual item/transaction and there's no hunting. J Crew updated their system but I cannot quite tell that it's any better. Certainly not for the consumer. They cannot locate merchandise, they have to do online returns one at a time (brutal), they cannot return an item with your card etc.

    OT:I am floored by Gaps declining quality..far worse than my experience with JC quality (mostly in the sweater dept.) In fact, I cannot believe I am saying this but I think it's worse than Old Navy (esp. for the price they are asking).
    I agree their new return policy is the pits. I do think 30 days is short..that comes around with a snap of the fingers. I, in fact, know I have too many clothes but it is a creative outlet for me. I like to play, try things on, determine how things look together and if I have enough "pairings" etc. I am mostly an online shopper that has to make returns to the stores. My busy lifestyle and limited time to play "dress-up" sometimes delays the opportunity to make it to the store within that time frame (I have been known to set an alarm on my hand held to remind me of the final day!) If J Crew shortened/changed their policy, I would definitely change mine. My shopping there would most certainly decline as it has at GAP/BR.
    Funny thing..Old Navy, you get the item and know immediately if it's going back so I don't have as many constraints with them. I think price plays a part as it's cheap. The other stores you are paying more and contemplating it's value.

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  17. Sweetsy, I agree w/everything you said. When I receive ON items I know immediately if I am keeping it or not. If it's a bottom, I have usually tried them on in-store and just need the petite size from online. So it's a matter of choosing between 2 sizes. As far as J Crew, I never get a chance to try petites on in-store, so I have to wait until I can get time to try things on and see what will mix & match. Also, J Crew has some pretty unique colors. Sometimes it takes a minute to figure out if something will really integrate easily in my wardrobe (I.e. butterscotch flannel blazer). I tend to take longer to decide whether I am keeping something or not. I don't know how moms find the time to try things on. I can see how that does *not* happen right away.

    I really hope they keep the policy as-is. I think 60 days is plenty of time. Otherwise I can see some customers putting holes in things just to be allowed a return past 30. I worked at Nordstrom and with a return policy like LE, you would be in shock what people will do. And finally, thanks J Crew for no FS for awhile now. Much appreciated!

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  18. OT, has anyone noticed their shopping cart clearing every night?

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  19. I like being able to return things if I change my mind, but mostly, I make sure I want the item before purchasing. J.crew's return policy isn't anything special - 60 days seems average, and I've yet to come across a place that won't accept a return if an item is defective. And, in fact, I just recently returned a skirt at j.crew after the zipper broke, and the sa was quite obnoxious - you know the type who acts as if the return money is coming out of her own pocket ... nordstrom's, to me, sets the standard for customer service & returns, and LE is right up there with return policy. Lord & Taylor is very generous, too.

    Oh, and I highly, highly approve of the sticker on price tag thing nordstrom's does - never have to find a receipt that way.

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  20. OT, BR just marked down a ton of stuff and has extra 30% off sale in store...we're talking cashmere sweaters for $42...Let the post-holiday clearance begin!

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  21. Oh, and on top of that, BR is giving a $25 shopcard for every $100 you spend.

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  22. Laura,
    I have tons of items in my cart and it does not clear every night. I wonder if your security suite on your computer does an automatic sweep every night to clear history/cookies.

    Does anyone know how much a JC employee can track your purchases and returns? Can your PS pull up your history just by name? It IS a little creepy knowing they can look at all your purchases if they have your CC number. I filled out a WWFIFY form at a store the other day and wrote my JC card number on it for payment. I wonder if an employee can record that number in their little 'book' and keep track of what i buy (and return!).

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  23. In my opinion, I think Anthropologie has one of the best return policy. They don't have restriction on when you can return their stuff. As long as you still have your recipt you can return your stuff a year later and still get the full refund!

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  24. McShoppy I think you are spot on. I just loaded new security software and it's making me reenter everything every day. As soon as I read your response it made sense.

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  25. I think the 60 day return policy is fine and appreciate being able to still return after that for store credit. My B&M doesn't receive a lot of the merchandise shown in the catalogs or online, which means I have to place numerous orders to even have the opportunity to see and try on pieces IRL. This also means numerous returns since many things don't work for me with the wacky sizing or I just don't feel they are worth their selling price. I'm fortunate to at least have a store to make returns to and definitely would not shop online as much if I had to return everything by mail, so I really appreciate the fact that the B&M's do accept direct returns.

    I don't really like the new return policy at Gap/BR/ON either, but I mainly only shop Gap and ON for my boys, so I usually know if something is going back the day I receive it and they try it on. I agree about the decline in quality at Gap for women, but the kids clothes are still well-made and you can always get great deals on them. :)

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  26. Alexis, there's an interesting article on
    http://mrs-o.org/

    about a J.Crew collaboration with jewelry designers, starting with a piece for Mrs. O. The article contains Jenna's tips for styling such pieces.

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  27. Here's an article about holiday customer service that I thought was interesting. JC mentioned, but not discussed much.

    http://www.nytimes.com/2009/12/22/style/22service.html?_r=1&emc=eta1

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  28. one of the reasons why I shop at J.Crew and no longer GAP/Br is because of the rtn policy. I love that I can always get a store credit (which I manage to spend and then some). Aas frusterated as I get with some of the recent quality, at least they'll stand behind the product and take it back. I worked at Nordstrom for many years, and I understand that taking care of the customer makes them want to shop with you again, and again.

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  29. Thanks for posing that Fidele,
    I'm looking forward to seeing the new Spring jewelry.
    I'm assuming at those prices these piece will be in the "collection" section.

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  30. I agree the quality at the GAP has declined with the exception of the womens Supersoft tees, and the Ringspun tees they had in Summer 09. I have washed and worn them numerous times without any issues. The Gaps new jeans are also good quality.

    The Resort line looks cheap so far, and that goes for some other retailers as well. Everyone is cutting costs and everything is Made in China.

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  31. I have found the Gap jeans and cords very good quality this year. I've been pleasantly surprised by the fits as well, much better than before.

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  32. I love JCrew's return policy and the ability to return internet purchases to the retail store. Hopefully they won't change these policies anytime soon. Familiarity and the excellent return policy keeps me a loyal (addicted) customer. Thank you JCrew!

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  33. I agree with Heidi about the Gap jeans. They've really spruced up their styles - I bought 2 pairs of their always skinny jeans and I wear them almost as much as my Seven jeans. Almost. I mean, I think Seven jeans quality is definitely superior but for $150+ a pair, it's a bit steep. I got two pairs of my always skinny gap jeans for $60 on sale. Not too shabby.

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  34. does damage or defective include items such as tshirts purchase within two weeks are riddled with tiny little holes?

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  35. I wear Gap jeans almost exclusively, and have for years. They fit nicely, hold up well, and you don't need decoder ring to find a plain wash in a normal fit. I'm really fussy about denim, in that I hate fussy! Lately it's hard to find non-whiskered, non-faded, no bells and whistles, no cuffs or tints. Gap always has loads of that... stuff, but a strong backbone of the no frills stuff each season and for decent prices. I've never paid more than forty bucks for jeans and intend to keep it that way as long as possible!

    I am one of the ones who loves having the reasonable return policy, and very much needs it! I wouldn't be able to shop at JC without it. Until they start carrying more merch in all sizes, I have to order to try things on for fit. And thanks Gigi for pointing out that trying things on, even if my size or item is in the B&M, it is next to impossible to do kids in the fitting room. You are so right, compadre! It's hard enough even when no human is around, my one cat LOVES plastic wrap and comes fast as lightning when I open up packages!

    OT: I actually really like the scoopneck shoulder strap dress. I was surprised how much, actually, since I was expecting boob poppage. Luckily, the ruffle stays rather flat, so there's definitely texture and interest without the uncovered side a' poppin'. The cotton modal blend is wicked soft, so it has the feel as well as the fit of a nightgown/ lounge piece. Very comfy without being sloppy. The fit is slouchy without being oversized so you still get a bit of shape. A million times better than the similar short ruffled sleeve jersey dress from fall, was it? which was sacklike and balloon-ifying. The material is on the thin side, but the sweet thistle is a gorgeous color that can be worn with both warm and cool neutrals, or other colors for fun contrast. I tried it with a dark green cardi, and it looked great, and I'm sure I'll wear it by itself come summer if it holds up. Not too shabby for less than $25 during the % off plus free ship.

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  36. Return policy is a very important to me. If I am on the fence about something I don't want to feel pressured to keep track of the days. 60 days is sufficient time for me and just makes me feel more comfortable buying. I avoid Saks, BR, and Gap for this reason. I love Nordstrom.

    Everyone is different, and it has nothing to do with having too many clothes. Some people are so quick to be judgmental.

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  37. ^Excuse the mega post, I think my cold medicine is working a bit too well! Robotripper, off the computer!

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  38. OT, but, just saw the latest J.Crew sale page : FINAL SALE.

    Ahh!

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  39. Sandra: Oh dear! It IS back! But nothing new (or seemingly marked down) to reflect it. Yuck. Double yuck! I hate Final Sale!

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  40. OT, but I checked the site to see if there was a last-minute promo. Far from it - sale has gone over to final sale. No inventory update as of midnight EST. Boo. We'll see what the B&M has tomorrow

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  41. I really should read through to the end of the comments before posting!! Sorry for the multiple everyone!

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  42. WOW. There is just no way I am buying anything final sale. My last few orders I have been SO surprised by what I have liked and what I have hated. And by what fit and what really, really, really did not fit. I've been returning as much as I've been keeping - but also ordering quite a bit. It looks like those days are over. This is going to make staying on my new years' budget a whole lot easier!

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  43. It seems as though the last best promo was the 30% off a few weeks ago. Who would have thought?

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  44. This comment has been removed by the author.

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  45. Dun Dun Dun... Final sale is back =( Just as we predicted

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  46. I can't wait to get red lettered tomorrow.... We're sorry. This item has been so popular, it has sold out. We've got other great ideas--just call us 800 562 0258, we're here to help.....

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  47. OT: Has anyone seen the Silk Tiered Camis at their B&M recently? If so, how much are they? I know certain colors were $19.99, but did all colors get reduced now? TIA for any help! :)

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  48. Cheesy Goodness -- ITA. I have 3 of the shoulder sash dresses now. 2 in dark grey/slate and one in navy. Living in them right now.

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  49. Anthropologie has the best return policy hands down. Nordstrom also has great customer service. They extended a price adjustment to me on a pair of Via Spiga boots almost 2 months after I purchased. I hadn't worn them & was contemplating returning them until they went on sale. They also price match almost any store as long as they can verify the price. I bought Uggs through them at 25% discount and free shipping.

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  50. I'm returning the Authentic Peacoat (Thinsulate) I purchased for my son for Xmas. I measured him and he was in the middle of the M range, but the coat is too small in the shoulders. I purchased it when there was a 30% off & free shipping promotion. Yesterday they had L listed as being available, but today they don't. I phoned customer service and they indicated they would use the We Will Find It feature and sell it to me for the same price I paid. I hope it works.

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  51. Ok, I was so excited to try out the Lomellina glam bandeau tank which I ordered for my b-day.

    It looked beautiful on UNTIL I went outdoors. As soon as I started to sweat, I took off my cover-up and was horrified to see that I had sweat marks!! This has NEVER happened in any swimsuit I've ever had. Mortified!!

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