Blair Sabol's {famous fashion writer for the Village Voice in the 1970's} experience with J.Crew's personal shopper was a delightful read. J.Crew's customer service (in general) does an excellent job taking care of its customers (e.g. locating an out of stock item, waiving shipping fees on an order, sending gifts during the holidays), that sometimes we honestly feel like we are their "number one" customers. So of course, it is a bit shocking to encounter situations where we find out the degree of love is not mutual. (And oh yes, I have been in those situations myself.) ;)What are your thoughts on the article? Did you relate to the author's story? Do you have a close relationship with your personal shopper?
Oh, NYT... Just give the page space for J. Crew to advertise so we can all avoid charmingly amusing human interest stories where I want to laugh at old ladies but can't because I was taught to respect my elders.
ReplyDeleteIf only I had time to lie around and flip through magazines at 7:30, drinking chai and spend, spend, spend...
But, in the 13 years I've been shopping at J. Crew, I've never had a bad experience with their customer service.
OMG, that is hilarious! It reminds me of my MIL, who thinks she is "friends" with the waitress at the club, the concierge at her timeshare, her housekeeper, etc. Sure, you can have a nice working relationship, but you can never really be friends with someone you are paying!
ReplyDeleteOh, and I have tried two different personal shoppers in two different parts of he country, and it has been a terrible experience for me. Each was nice but then never contacted me again. They didn't give me their email addresses and at the current store I go to the PS doesn't even recognize me!
ReplyDeleteI guess it's hit or miss, I've heard some have had great success with their PSs.
Thanks for the article Linda and Alexis! :)
ReplyDeleteMy experience with my personal shopper has varied based on what I am looking for. In terms of locating an item in my size or waiving shipping etc., she has been good.
ReplyDeleteBut in terms of outfit recos and suggestive selling, meh. Maybe it's just me, but I feel very pressured to buy at FP and things I really don't love or need. They are salespeople, after all. And I am suspicious of her advice at times...last week I tried on the Tiered Brique Skirt,just for fun. She raved about how good it looked on me. In reality, I looked like a MOLTING CHICKEN!
Off topic observation: Minnies are now $79.50 instead of $89.50. Does not look like a promo price.
ReplyDeleteFunny story!
ReplyDeleteI loved the personal shopper I had when I lived in Baltimore. She was honest and if something did not work, she would tell me. I really enjoyed the experience with her and I think it is sort of funny, but she could recognize my voice on the phone everytime I called the store.
My favorite part? We are all equal customers, but some I more equal than other. I can relate, lol! I stopped spending my hard earned $$ on full price items that don't hold up and mosly shop sales nowadays. No love for me from J Crew- no on-line personal shopper who contacted me on her own will and who stopped sending updtaes as I was not jumping onto buying every new thing she sent preview of. She, probably, talks to Blair now and they are mutually happy, lol!
ReplyDeleteRosa- I miss tat store. I did too have a fabulous expericne there. Girls were young and savvy and could realte to my need not to buy new expensive stuff. They were very honest and good mannered. Why did J crew decide to close taht one?? I'd rather see Columbia store go, nothing but rudeness over there( for me it was).
ReplyDeleteI've only dealt with PS through email. I've had three different PS and the first was and will most likely always be the best, the second one was quite good and the third one is okay.
ReplyDeleteOn the PS side; it's tough having never met me so overall they are doing a decent job.
Hi, I do not have a PS, but I was wondering if any of you have a free shipping code? Thanks
ReplyDeleteI've posted about mine before. Love her! She's usually right on point about what looks good on me and what doesn't. I never feel pressured to buy anything and she understands my need to "love something" before I buy it. I'm not sure how I feel about having an online PS. How might someone you've never met know what looks good on you?
ReplyDeleteI enjoyed reading the article. I guess if you spend a lot you get better customer service... but that's with other retailers too according to my DH. BMW dealers will contact their top spenders first for a great deal then what ever is left will trickle down...
ReplyDeleteI only have a PS at the B&M and I like her since she doesn't try to push for things that don't work to make a sale. She'll hold things on sale for me and try to call stores to track down items (but failed many times; common JCrew update your SALE SEARCHES!). I must say though that having such a close relationship with a PS may pressure you to spend MORE with them...
I've yet to find an online one since I just contact their main email for adjustments and such. It would be nice to have an online PS who would track down sale merchandise. :-)
This was a great read for the AM. I was amused and I must agree with Audrey--I havent had a bad customer experience with jcrew. I have a personal shopper online and in-store--at Columbia (Slastena, give them another try). The Columbia Mall b/m is closest to my home, so obviously, all the managers and most of the associates know me. I have ventured out to Pentagon City--good experience as well, but Friendship Heights was probably my least favorite--even though I would still rate their level of service better than most retail stores. I like BR, Gap, Ann Taylor as well, but really, there is nothing like the service I receive at Jcrew. I even took a friend with me one day--who is a die-hard Ann Taylor fan--and even she had to admit that the customer service level just doesnt compare. Now, I believe my in-store personal shoppers are pretty honest, they tell me the truth and always give me the option of bringing it back if I change my mind...and I have certainly taken them up on this offer! I dont do as much full-price items anymore unless I think it's one of those things that will sell out. My wardrobe is pretty balanced now so I add pieces here and there when I can. The last roll-out I was over-excited and spent too much--but the joke was I would not see my "friends" (associates) in the store for awhile because of it!
ReplyDeleteI've always wanted to get a PS (especially because one of the Boston Copley SAs is one of my fashion idols!), but I am always afraid to because I would be embarrassed to have to turn down the suggestions. I never buy anything full price and I can't afford to spend much. 99% of what I buy is from the sale rack or sale online.
ReplyDeleteMy instore experience with a PS is mixed. One was super duper. Did not care if I bought full priced or sale and was super nice. The other one was just interested in his very affluent clients who spent big bucks and I did not fit into that category....
ReplyDeleteOnline has been mixed too--one really good PS, another good one for almost a year but left the company and I never did get notified and kept wondering??? and was left hanging??? and the one I have now is a bit flakey. So all in all I would rather just buy items myself and not use a PS.
I have a great PS, who goes above and beyond for me. Aside from giving me great styling tips and letting me know when new merchandise is in, she is also great to talk with and has become a friend. When I had my foot surgery in January she checked in on me frequently, and also shipped a lot of the new merchandise to me, so I wouldn't miss out. When I was finally able to make it to the store, she had a lot of items for me, that she was holding in the back specifically for me in my size. She, too, understands my need to "love" what I am purchasing, and never pushes anything on me that I am lukewarm about. It's a very nice experience!
ReplyDeleteThe article was very funny and I feel for the writer, but there is a key point...she was dealing with a customer service rep at Lynchburg catalog center. Had she been dealing with an actual Personal Shopper I think they'd have been delighted to meet her. You can develop a fun friendship with a PS you 'click' with if you get along with them and J.Crew doesn't mind that, they don't control who the PS give their cell phone numbers too, go to lunch with etc (probably because lots of $$$ of sales often results). As Cortney Joy says it still may be a customer/PS shopper relationship but really, she just was excited to meet this person who knew her bra size...and good personal shoppers are used to that. So a pity Blair didn't have her 22mo phone relationship with one of these :)
ReplyDeleteps and like Marietta I really have a great PS, two actually. One in NYC who knows me well and who I chat to about various things other than JC and one I use locally that doesn't mind that I have the other one but is wonderful about coordinating getting things and having me come in before the store opens etc. I wouldn't shop JC without these people.
ReplyDeleteAny chance that someone has tried on the Eames potpourri dress? I'd love to buy it, but need to know about real-life fit.
ReplyDeleteI'd buy the whole line of this print. My colours done differently!
I only have an in store ps, but I love him. He's always honest, tells me when to wait b/c it will go on sale, calls me when new merchandise comes in, and holds items for me. We talk about other things when I shop (he used to be a teacher and we both love Disney World) and I get to play dress up with all the new items. Super fun! I don't feel pressured to buy and he knows I prefer to buy sale items.
ReplyDelete