This is the weekly "Looking to VENT with J.Crew" post, a place to share our not-so-stellar experiences with J.Crew.If you have recently experienced a frustrating situation with J.Crew, maybe you might be willing to share that information with us in this post.
Please feel free to share your story on almost any topic— including poor experiences with purchases & orders, promotions/ offers, in-store visits, transactions with store associates, etc.
I have to vent about something that happened earlier this year at the J.Crew in Northpark (Dallas).
ReplyDeleteI picked up a pair of cords and a belt, and was looking through a basket of jewelry on the counter. I picked out a bauble ring and moved on to some sweaters folded on the table across from the registers.
A sales associate approached me and offered to hold my items at the counter while I looked around. I unloaded my stuff and went to try on a sweater. When I got back, she had the cords and the belt in a tidy pile at the register, but the ring wasn't there.
I asked the other sales associate about the ring, and she gave me a blank look before saying that she had sold it to another customer. She said that she asked if anyone was holding it after the customer picked it up from the pile and put it with her stuff, and no one said anything. The sales clerk that had held the items for me came over and said that she wasn't asked, and the other girl said that she specifically asked her. They started bickering about it and the manager came over and basically shrugged and said that I was out of luck because the ring was no longer going to be sold (I think it was $14).
I was disappointed at their unprofessional behavior and especially at the manager's flippant response to the situation. I dumped the sweater on the counter and walked out and haven't really purchased anything from J.Crew since then (and definitely not at the Northpark store). I have started wearing more Calvin Klein and Banana Republic instead, and I'm not sure if I'll ever go back. Some things tempt me, but my pregnancy has kept me from acting on my impulses. I think that I'm finally free of my J.Crew addiction.
Today one of the straps on my Cyprus metallic gladiator sandals came undone from the footbed. I bought these sandals at the end of May and wore them a reasonable amount of times over the summer. Is it unreasonable to expect a pair of $100 summer sandals to last beyond one summer?
ReplyDeleteI'm probably just going to take them to the cobbler tomorrow and have them fixed, but a part of me is tempted instead to take them to J.Crew and ask to be reimbursed for the cost of the repair.
I've had issues with jcrew shoes as well. I purchased the reese back-zip gladiator sandals when they were still full price, and since day one I've had issues with the back zipper. The zipper won't stay zipped up. Pretty annoying considering the price, I mean is quality too much to ask for? I've seen girls in shoes that are similar in style and probably cheaper and their zippers manage to stay up...
ReplyDelete@Telly: I've had similar experience where my pile of stuff was sold to another customer who had lied to the SA ringing up saying it was hers. Luckily my former PS was there and spoke to the manager about the situation and they issued me a one time courtesy of 15% off entire purchase for the day to make it up. I was pretty upset since I found a lot of stuff for my DH on sale but since they were so apologetic about it I let it pass and the gesture of offering the discount kind of made for it.
ReplyDeleteYour situation could have definitely dealt better and I'm sorry to hear that you had such a horrible experience. You'd think these managers and SAs have better training but I guess Mickey doesn't want to spend $$ in customer service and making shopping experience better. Wish you the best on your new baby. :-)
@Andrea: You should take your sandals to JC and have them either repair it or pay for your bill. That Made in Italy sandal should have held up better. My Fiona sandals from last Summer has not lasted more than 3 mos of wearing. The sole has separated and it's in real bad shape. I used to love JC shoes but now I am looking elsewhere for better quality and style. I have a weakness for JC ballet flats but most of them are uncomfortable and these days I'm loving wearing my Pour La Victoire ballet flats with leather soles.
ReplyDelete@Heidi: I have so many holes in my tees and cardigans from JC I must be crazy still buying from them. It's the crewlade...
ReplyDeleteI have a load of things to sew and fix... :-(
Telly,
ReplyDeleteI had a bad experience similar to yours once many years ago. I got home and called CS right away. I got a $25 gift card much to my surprise sent to me. I just wanted to call and file my complaint and "feel better". The gift card was a nice touch.
I got over my JCrew addition by the way JCrew is currently treating its customers. The new return policy and new restrictions on educator's discounts has made it really easy. I am over drinking the crewlade. I am saving so much $$. It really is a good feeling.
Jcrewphd, the only reason I am reticent to bring the shoes back into JC is that I didn't save the receipt. It was an online order and I have the card I purchased it on, but I'm not sure I'll be taken very seriously without a receipt. Ugh.
ReplyDelete@Andrea: since you mentioned, I've recently tried to return two crewcut items that developed holes after one wash in gentle cycle. The SA would not accept it even though they were online orders since I didn't bring the actual receipt. I have a lot of online orders and it took forever for her to look up every single transaction. Now, I have to look through my box of receipts for the darn return. And boy did the SA try to lecture me about the new return policy. I told her it is WRONG not to state the new policy on the receipt and putting a tiny 4x6 card next to one of the cash register does not cut it.
ReplyDeleteI'm disappointed that J.Crew finally offered a 20% off $150 coupon online but didn't include free shipping. I got excited when I saw the promo and I just assumed free shipping was included but it's not. There is no incentive for me to order. Basically the 20% covers my shipping and tax.
ReplyDeleteStill wishing they would permanently do away with the final sale nonsense.
ReplyDeleteYeah, Final Sale needs to GO. Out of curiousity, I put a pair of popback Joley heels (at $99) in my cart and they've been there for like, 4 days. I'm not taking a hundred dollar gamble (but apparently, nobody else is either)!
ReplyDeleteAlso, is anybody taking advantage of SHOPFALL? I haven't heard a peep about it, but agree with JCA's on the shipping - after shipping and taxes a mock order of $152 comes out to $147.85, for a grand savings of $4.15! ;)
I bought a paír of chinos for my husband during the 25% off promo. They were the most wrinkled pair of pants that I have ever seen and it turned out that they were also stained (like grease) at the bottom of the leg. So I bring them back to exchange them for another pair in another store and the SA brings me a pair that it's even more wrinkled! I took me almost an hour to de-wrinkle them (my steamer didn't do a thing, I had to iron them and still). Seriously, what do they do to these pants? It looks like they came like that from the warehouse if they have the same problem in two Manhattan stores. Maybe it's the wash but I am very curious...
ReplyDeleteThe inconsistency between B&M prices and online prices is rather maddening. The Chiffon Cecelia cami is $118 online, but $49.99 in the store. And sometimes the associates give conflicting information out to customers. Last week I was told all sweaters were 30% off in store -- on Monday, I heard an associate tell a customer that it was only the novelty sweaters (I encouraged her to ask a different SA, and she confirmed it was ALL sweaters... sheesh). When I brought in my defective Vintage Bateau T, asking to do an exchange (I even had a receipt), the SA cooly reminded me that normally the return window is 30 days. Yeah, I don't need a reminder, but I would appreciate merchandise that doesn't start to develop holes in the armpits after a few washings. Sigh.
ReplyDeleteFS needs to go away! And sizing consistency would be a nice touch!
ReplyDeleteTelly, this past Sunday, my PS had put a few items for me behind the counter. When I went to pay, they had mysteriously disappeared. They had been randomly thrown on a table (to be put back?). WTH? I honestly didn't think much of it, but perhaps they should have some kind of card they could put on top of items behind the counter that says "still shopping" or something so that the SA's will know not to mess w/the stuff.
ReplyDeleteOn another note, I know it's been talked to death here, but really, the cost of shipping is ridiculous. I can't believe that the small profit JC makes from their outlandish shipping costs is higher than the sales they'd actually make if they had reasonable shipping fees. I use my JC card only. They should offer a discount on shipping like GAP does. I never pay shipping when I buy anything online from GAP, BR, ON or Piperlime. Why can't JC see how short-sighted it is to have such inflated shipping costs? there have been many times I've been tempted to buy one particular item or another online but don't b/c of the punitive shipping costs. In my individual case, they've lost out on countless sales. Add that up over their entire customer base and it's gotta be more than they generate from their inflated shipping costs.
My seaside madras shirt that I bought over the summer (and have worn ONCE) is already unraveling. I've found two spots where the patches are sewn together that are now lovely holes. Not hard to fix, but still...UGH.
ReplyDeleteAnd yeah...seriously. Get rid of FS.
Has anyone purchased a handbag from JCrew collection only to have it fall apart? I bought one of the bags from last year's collection & the handles are coming apart at the seams!!! I took the bag to a local leather repair shop & they said there was nothing they could do - they told me to buy some nail glue & take that to the seams. What the heck?! I spend over $300 on a handbag to have it fall apart less than a year later? What is my recourse?
ReplyDeleteI totally agree about the shipping costs and absurd inconsistency in pricing! There is no B&M (or outlet) in my entire State, although I live about an hour and a half from Pittsburgh. Not exactly conducive to many shopping trips as a college student.
ReplyDeleteThose costs, combined with the restrictions on returns and restrictions on the student discount, have ensured that I shop at Zappos or Revolveclothing. Free, fast shipping with free returns and great customer service. And revolve always has a 20% promo code. End rant.
Danielle- the same thing happened with my shirt. After 3 wears and washes the armpits looked like they has been eroded by acid. Two other tees that I have bought recently have had the same issue. Luckily when I went to exchange my vintage bateau, I had a very pleasant sa.
ReplyDeleteChristy, which handbag is coming apart at the seams? I'm watching for a few bags from previous season on ebay and would hate to pick up a dud. Please share. Thanks!
ReplyDeleteAnother question!
ReplyDeleteDoes JCrew usually accept returns of merchandise that just doesn't hold up?
i.e. If i buy a shirt, and after the second washing it's developed a hole, can i just bring the (already washed and worn) shirt back for a refund? Do they actually honor that? Or is it just my fault for wearing it too hard or whatever?
I've never even considered doing so, but it sounds like you guys do, with good results! How do you go about protesting these poor items? does it work?
Apple, I have returned a shirt after I wore it twice and it got a hole in it. I simply brought it to the store with my receipt, explained that it got a hole after I wore it twice, and the SA took it back for a refund with no probs. They might be more strict now with the new return policy if you try to do this after 30 days, but if you do it within the return window I don't think there is a problem.
ReplyDeleteI have had problems with JC interior shoe linings significantly peeling away from the sole of the shoe at the heel. This has happened with at least 5 pairs (no joke) of JC heels I have bought. Luckily I buy them on sale and the problem is relatively easily fixable with super glue, but I should not have to do this.
ReplyDeleteI would also really love it if JC would get on the bandwagon of adding some cushioning in their women's shoes. They are putting out shoes at the same price point ($200-$300) as the Cole Haan w/ Nike air shoes--so you wouldn't think it would be too much to add some cushion. Also, JC's mall competitors are now adding extra cushioning (Ann Taylor) and memory foam (Banana Republic) to their women's shoes, and these shoes are generally priced less than JC's to begin with.
Some JC shoes are so cute (though I don't love this season's offerings), but the sole feels like it leaves nothing between your foot and the ground.
Cass, I agree - I've found AT shoes to be much more comfortable because they've got padding at the front of the shoe (and leather soles). Materials and construction-wise, some of JC shoes aren't that much different than Target's.
ReplyDeleteBad return policies are a huge pet-peeve of mine. I know it's the retailer's discretion to create whatever policy they want, but they really show no faith in their merchandise when they make it difficult to return stuff. REI has a great return policy...they take stuff back if it falls apart years later, and if you buy something, like hiking boots, wear them out on a hike and hate them, they take them back!
ReplyDeleteI was at the J Crew in Century City (L.A.) this past Saturday, looking for something to buy with my 25% off coupon. The place was a mess, it looked like Mervyn's on a bad day. The cashmere sweater table looked like a hurricane had passed through. It was fairly busy, but I was surprised.
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ReplyDeleteI was given a discount on a replacement order that jcrew 'lost' and the discount was then charged to me in taxes a month after I received said order.
ReplyDeleteAs a Canadian, I expect to pay taxes but I don't expect J. Crew to placate me by offering me a discount rate when things go wrong and then simply exclude the taxes to appear as if I am getting a discount and then charge me on the back end via the courier.
Never has this happened to me before and I am so unimpressed with the 'passing of the buck' 24 hours and five different people later I was given a $25 gc in return for the mistake of the $60 'discount' that never was.
*sigh* Between quality control, sizing inconsistency and now lack of service I am thinking I may really just step away from the crew for a breather...though, I may be tempted to give them one last chance..IDK..NOT impressed..
Finally, a thread where I can rant and vent (which seems to be all I'm doing lately on this blog, sorry!): I hate returning ANYTHING to the store in downtown Seattle - there's this short guy with the blonde hair who always gives me the stinkeye when I return anything. First off, I have to buy things online because J.Crew doesn't carry petite sizes in store. Second, it's not my fault if your sizes are all wonky and the quality is disastrous. Thirdly, shipping is tragically OVERPRICED and online shopping is so much more expensive means that J.Crew should tell their staff to put up with people who return things that were bought online. I am sorry your store may be losing profits but damn it!
ReplyDeleteOh, yeah. And final sale is ridiculous. Stop making clothes that nobody wants to buy, overcharging for it then forcing people to buy sale items they can't return.
Glad to hear a canadian perspective. I too, have had some issues as the only way I am able to order is online.
ReplyDeleteLast year, I ordered a jacket, which was supposed to be size 10, but they sent me a size 2. So I quickly sent it back and sent an email explaining the situation. Someone got back to me and said that they would send me the right size right away. Instead of putting it as an "exchange" on the customs and duty paperwork, they wrote new sale so I had to pay taxes TWICE and canada customs as well as jcrew both refused to pay me my "double taxes" back.
Another time, I ordered a bunch of things so I thought I would get rush shipping - I thought it was worth it to get rush because I had a bunch of items and I didn't want to wait a month for them to finally reach in regular mail to canada. I ordered a pair of brogues - at full price - and after my order went through, I was told that it was sold-out. I contacted jcrew and they apologized and said it sold out. Fine - I didn't argue - it wasn't in my stars to have those shoes. A few days later, I was browsing again and I saw those shoes in my size available!! So I sent an email to jcrew and I heard back from them saying that yes there was a mistake and they do have my size so they will send it to me but I had to pay shipping. I mean were they for real? I asked to speak to a manager and a manager called me and I explained the situation and there was no way I was going to pay for shipping especially express shipping for one item that I had originally ordered. The guy was really nice and gave me free shipping and by then, the shoes had been discounted so it all ended well. I was thankful to him and I had my gorgeous shoes soon.
The SAs in my store give me the stinkeye because I never, ever allow them to put anything in the dressing room or behind the register for me. I had my stuff disappear that way when I was in my 20s and I was so traumatized by that loss (LOL) that I hold onto my stuff with an iron fist now! I know they don't like it, but I always make sure whoever actually helped me gets the sale so they get over it pretty quick :-)
ReplyDeleteI'm tired of J.Crew selling the same merchandise season after season. We get the whole "wear your boyfriends" clothes with jewels and embellishments but when every other store is doing the same thing, it's time to move on. They were once innovative but now I can wait for everything to go on sale because I know the merchandise will be there.
ReplyDeleteOne of my biggest pet peeves is when I get the new catalog and byt the time I get to the store, the majority of the items have already been marked down and the sizes picked over. I'm all for a great deal (which is all I get now a days anyways) but at least wait a few weeks!
One last thing...the sale merchandise in stores and online should have the exact same prices...this drives me bonkers.
Just a sidenote for all the online shoppers...you can order anything from online from the red phone in stores without paying for shipping (unless its sale) but many probably already know this!
Red Phone question: Can you order something that isn't carried in any store on the Red Phone? For example, a dress from "Weddings and Parties". I want to do that but I'm nervous that the lady on the phone will yell at me.
ReplyDeleteI've always had no problem ordering anything over the Red Phone whether the store has the item or not.
ReplyDeleteMy last complaint on the shipping issue is that for the prices they charge, why is it that their packages always take the longest to reach me? If you want to justify those prices for shipping at least have speedy service, kwim?
Jruby18, you are so spot on about the pony express shipping. I'm in Canada and it often takes two weeks for a package to arrive and sometimes even longer if it takes a tour of the NE US first. I live in a large city by Canadian standards and it's not like we are located in the arctic circle, I can drive to the border in an afternoon. Brooks Brothers shipping costs about the same but it is super-fast with FedEx. If I'm going to pay those prices then fly the darn package to me please!
ReplyDeleteWhat I just can't wrap my mind (and arms) around is the current "skinny arm" trend at JC. Now, I don't have huge guns or Popeye arms by any means, I would confidently describe them as svelte. But with my last purchase of the Rimini cardigan, the arms on this sweater were so tight and fitted, my arms looked like cased sausages! It would be virtually impossible to wear even a tissue tee underneath. Enough! Maybe this is why our FLOTUS hasn't been seen wearing JC sweaters lately. Can someone enlighten me as to how soon this trend will pass? .....
ReplyDeleteI recently ordered the very cute sequin necklace tank and was so excited for it to arrive...but when I opened the package, I found that the tank was covered in about a dozen little holes that looked like cigarette burns. When I unfolded it I saw that, moreover, at one of the holes the front and back of the tank was actually stuck together! I was so shocked. I couldn't believe that they would ever send something like that out. And then when I went to return the (obviously majorly defective) tank, the SA was totally cool and nonchalant about it and acted like it was nothing out of the ordinary! Wow, J.Crew, really?
ReplyDeletexoxo- I have the large campo bag from last year. It's the leather (non patent leather) version in the grey color. I'd beware of the handles!
ReplyDelete