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.
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ReplyDeleteI hate the initial shock, skipped heartbeat & adrenaline rush experienced when I go to the sale page on JCrew's website and it states, in big, bright font:
ReplyDelete"UP TO 50% OFF New Styles in Final Sale..."
and it's in regard to prices as marked & not an add'l % off.
The Emeryville, California store needs some customer service training or something.
ReplyDeleteI bought a jacket that I then found was cheaper so I went back in for a price adjustment.
The person I dealt with was not at all nice about it. I think her name was Karen and she did everything she could to make my experience miserable.
She kept saying it has to be within 7 days for a price adjust. It was passed 7 days but within the 30 day return period. So I said:
"Okay, what if I return my jacket for full refund within the 30 day return period. And, buy it again for sale price?". She said that would be fine so she made be jump through hoops and go all the way back home to get the jacket.
When I got back to the store Karen then proceed to try to tell me I can't return it because it had been used. She was VERY resistant to wanting to help me now and was doing everything she could to avoid it.
I defied her to point out any condition difference between the jacket I was returning and one off the store shelf. She could not.
She kept going on and on about things like "We need to protect ourselves and our policy from bad elements", etc. etc. Huh? How am I a bad element when I've got a receipt showing I paid full price and it is the store that is now resistant to honoring their current lower price??
She also told me the return policy can be 'ambiguous' and she asked me to compromise.
What?!! The customer should compromise in the store's favor?? Insane! I said if they have an ambiguous policy, it should be in favor of the customer not them! This is an assinine un-consumer friendly policy obviously designed to try to get customers to jump through hoops or to be scared into not getting a price adjustment or making returns.
I said that's just plain stupid and Karen told me if I didn't like their policies, she suggests I write to the corporate office.
I said that no, "Your job is to communicate with your own employer since it's you who has as direct line to the higher ups."
She said, "But they don't listen to us." She was clearly trying to pass the buck and get me out of the store at this point, and would say just about anything to make that happen. Basically, "talk to corporate, not me".
I returned my full-priced jacket for a full refund (yes, I had my receipt and the tags for the jacket). I walked out with the same jacket off the shelf for the sale price, which was significantly lower priced.
The bottom line is they should have honored the price adjustment within their 30 day return period without making me return the item since I had my receipt showing I paid full price. Only honoring that for 7 days is bogus and consumer unfair given that they actually have a 30 day return policy.
What a crazy and bizarre experience to say the least.
Subscribing. :)
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ReplyDeletesub!
ReplyDeleteI don't like the discrepancies between online prices and in-store prices. There are a lot of markdowns this morning but lots of the items have been on sale in store for a while, for much cheaper. I listed most of the markdowns on my blog, www.shoppingonthefly.blogspot.com. I would list them on here but there are already 25 items on my list -- a LOT of stuff!
ReplyDeleteWord of caution
ReplyDeleteI recently purchased the Dotted Tulle Fineline Cami (38802). The description reads "Silk.". Please note the period.
I received the item, and lo and behold it's Polyester. I called customer service for clarification assuming an error on the label. After some wait time, the CS informed me that "yes, it is silk". I reiterated my concern. After more wait-time, she had more detailed information "Only the bindings are silk. If I would like, her superviser would allow me to return the final sale item." No mention of correcting the product description for future shoppers, or concern for the deceptive information.
I declined the offer, partly out of concern that I would have a blackmark on my account. However, I am reconsidering. I paid too much for an H & M cami.
So, check your descriptions very carefully. Call if in doubt.
As a further note, someone mentioned in a previous post that their silk item had a lot of static. I'd doublecheck with a quick call to J Crew. Yes, silk does create static, but so do synthetic fabrics.
dinster, I don't like the price discrepancies either but it's the exact opposite at the store closest to me in Buffalo, NY. That store rarely has any sales and if it does, it looks like it's seriously the runts of the litter. Lol! Whereas online I find much better sale selection and much better prices.
ReplyDeleteIt's so weird. I wonder if their markdowns at the B&M stores are based on area or store specific inventory and sales stats rather than national.
Phototristan: I think most of the JCAs here have, at one point or another, experienced a slice of what you had to deal with re. your jacket. I can't believe the SA tried to *shame* you into not getting some of your money back. And to agree to do a return, have you come home/come back and then to deny you again? Completely asinine!
ReplyDeleteI never let the SA's attitude dissuade me from getting a price adjustment/return-rebuy, provided it's within the 30 day window. I do keep receipts and tags, as you did. Frankly, if you are going to take the item back home, what does it matter if it's "worn"? And if there is a problem with a specific store posting too many returns, that's a problem between the B&M and JC corporate - not us.
Good for you for not being intimidated! :)
phototristan: Yikes! That is some story. I really don't understand how the SA could say at one point, go home and get the jacket with tags for a return and re-buy, and then not let you do it after you had done so. :(
ReplyDeleteI received a call from J. Crew yesterday and an email today informing me that the item I ordered in December 2009 (YES! 2009!) is no longer available. YIKES.
ReplyDeleteIn fairness, it was back-ordered when I placed the order. And I remember checking the status a few times. And then it just feel off the radar.
My understanding may be dated, but aren't they retailers supposed to advise if an item won't be available within 30 days of order?
I find this comical, really. But in truth, it gives me some concern about JC's ability to manage and track the order process.
Phototristan: good for you for finding a way for J. Crew to honor one of their policies! I've felt 'shamed' a few times when asking for a price adjustment, and I've had to launch quite the campaign to honor the ever-changing policies.
ReplyDeleteWeMet: what a story! 'silk.' I don't like it. It's hair-splitting and it makes me want to check the tags of everthing I've purchased. Have they sold me 'kashmere'?
Thank you both for the insights!
Not only were my Lombardy suede driving mocs canceled on my last order, but my order hasn't even shipped yet. I think this is a record slow shipment. I ordered 6 items early in the morning on the 8th. It is now the 16th and it says they created a label, but I have no idea where it is. This is upsetting and I have been waiting for this stuff for over a week :(
ReplyDeletephototristan, that is HORRIBLE. What a b*tch. Seriously. What is wrong with these SAs??? Some people are not cut out to work retail... obviously she is one of them.
ReplyDeletephototristan, you need to cut and paste that post into an e-mail and send it to Mickey Drexler. all jokes aside, that is bullsh*t. i would never allow anyone to treat me that way and you shouldn't either. i'm glad you stood your ground, but it should not have been that hard! REPORT that SA, please!
ReplyDeleteThe nose dive in the quality of the clothing over the past few years is my biggest gripe, also the styles are just really moving away from what J.Crew was originally about.
ReplyDeleteSweaters were where I really noticed the huge difference in quality at first. Sweaters pilled within hours of wearing. I have sweaters from J Crew from years and years ago that are still in fantastic shape, sweaters that I am "active" in, gardening, rolling around on the floor with my dog etc..
I would say over the past 4 years, I have probably spent close to 4k on sweaters from J. Crew, they all look like crap frankly now and consider my "play clothes" at this point.
Same thing with jeans, ts, etc. All falling apart and looking terrible
Jackets /Coats though were the last bastion, they were still of the orignal high quality, but the last 2 wool coats i bought from there same thing, poor quality garbage.
I have not bought a thing from J Crew in over 1 year, when I used to shope there weekly.
I agree with Sue. The quality of Jcrew's clothes does seem to have gone downhill in the past few years. I'm surprised I don't see that metioned more often.
ReplyDeleteI thought I'd scored a Lemlem obi belt from Final Sale last week. The package arrived last night, containing some sort of striped stole by Lemlem (reminds me of church choir stoles!), but no belt. Packaged in a plastic bag labeled "obi belt", and doesn't even have a paper tag on it, so it's probably used. I hope I can return it & get my money back without too much hassle, assuming those belts are gone for good...
ReplyDelete(Word verification "consp" - some conspiracy going on there?)
@phototristan, thanks for sharing. I shop at Emeryville from time to time (Walnut Creek is my usual B&M), but I've had only good experiences compared to the Walnut Creek Store. Don't know that specific person, but sounds like she really has issues. Was there no store Manager or Ass. Manager available. I've had really bad return experiences with JC as well. They are more than happy to sell at full price, but return an item & they completely forfeit all decency & kindness. They should know that these impressions really stick.
ReplyDelete@We Met, What do you mean they blacklist accounts that return an item that's Final Sale? If that is indeed the case, I must be completely blacked-out. I return my fair share, but my monthly bill is a little more than half my rent for the month; so it all evens out.
J. Crew's sale/discount advertisements are very misleading. I realize they are just trying to get customers to their website, but their "coupons" are on the brink of dishonest most times.
ReplyDelete@Wolfy - I think the person I dealt with was the manager or asst. manager!
ReplyDeleteWhat's so bizarre about my experience is that it would have been to J. Crew's benefit to give me the price adjustment (even though it was after 7 days). Instead, they got back a so-called 'used' item from an unhappy customer.
Their policy makes no sense given that I had the original dated receipt which proved I had paid full price for it so it's not like I was trying to pull one over on the store or anything like that.
My experience demonstrates J. Crew's complete lack of an understanding of what true customer service is all about and furthers the fact that what they really care about is their own bottom line, at the expense of customer satisfaction.
I live in Australia and absolutely adore J Crew. Have got around the shipping restrictions with a freight forwarder and get regular deliveries. I probably spend about $10k pa on clothes for the whole family. My biggest beef is the sizing. I'm a US 12/14 but find that J Crew are very skimpy on bustlines and of course have very low quantities in the sizes above 12, so they sell out really quickly. I absolutely hate finding something lovely on the web that I can't wear due to sizing.
ReplyDeleteI know we all have complained about sizing before, but I got two packages from Final Sale today and have to vent...ordered both silk drapey tee and vintage cotton mixed lawn tape shirt or whatever its called, both S, and the latter was SUPER fitted, while the former was SUPER loose....what the heck J.Crew, can't you be consistent about sizing after all these years (and all our *constructive* criticism??) Sorry for the rant! Also wanted to give a shoutout to the Factory Trio of Circles necklace which is ABSOLUTELY gorgeous, I cannot wait to wear it!
ReplyDeleteI just received the purple "wildbloom" liberty button down shirt in the mail. I'm an xs or size 0-2 in everything from forever 21 to anthropologie. As usual, it's too small in the shoulders & underarms and a little baggy or just right everywhere else. I also got the sun-drenched sweatshirt and it has to go back too b.c of the cut. I don't have this problem with any other brand! I've always been a big j.crew fan but I have never had any luck with their woven shirts. I wrote them about it and they said they go for a "square shoulder". But they don't make any adjustments for people with slightly broad shoulders!I've seen so many complaints about this on the web. Can we do a petition or something? Help I'm J.crew obsessed too but I can't wear their shirts, although I can wear madewell.
ReplyDeleteTheir cashmere is the poorest quality fabric I have ever worn. It pills in 1 wear. So frustrating because the colors and cuts are so fun. STOP BEING CHEAP J.CREW!!
ReplyDelete