"Thanks!" to many of you, including T.J., Laura & DaniBP (in this post), who shared the following update to J.Crew's online sites for international customers.
J.Crew's Canadian site had a few changes this morning: (1) prices are shown in U.S. Dollars; (2) shipping at a flat rate of USD 9.95; (3) an image titled "Canada News Updated Shopping Experience", with a link, on the upper right hand corner announcing:
What will the duties and taxes on my order be?I am happy to see that J.Crew changed their double charge policy. I am also impressed by how quickly they handled it. (Honestly, I am. Do you remember how long it took them to
No additional duties will be applied at checkout or upon delivery. For purchases made in Canada, we collect GST and PST where applicable.
Hurray! WE WON! Go JCAs!
ReplyDeleteThanks Alexis! *rally*
Yes!! Fabulous!!
ReplyDelete(feels like placing a celebratory order...oops!)
This issue has been everywhere in the Candian media for the last few days - it's a powerful demonstration, of what mobilizing angry consumers to work together can do. I emailed two newspaper reporters who'd written glwoing reviews of the new Toronto store, and also got all of the women in my workplace who are J Crew shoppers to email the company
ReplyDeleteand complain. I am THRILLED that some change actually resulted.
I am very glad for all the Canadian shoppers.
ReplyDeleteNow I hope that they will make some substantial price changes to the UK site and that the forthcoming Euro site will be sable. Plus, give us a sale section!
I meant...usable.
ReplyDeleteWow, I am extremely impressed. I guess I shouldn't be... most retailers wouldn't have done the double charging in the first place, but for J.Crew, fixing something this fast is pretty much unheard of. YAY for Canadian JCAs!
ReplyDeleteHas anyone received the promised email yet?
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ReplyDeleteI know this is off-topic but I've got a free shipping code (no minimum) that came with a catalog - I'm all shopped out for now so if anyone wants it, leave me your email address and I'll send it later when I'm home from work.
ReplyDeleteExcellent news!
ReplyDelete@Kate: I would love to take it off your hands.
ReplyDeletepcheng DOT arch AT gmail DOT com
ok Pansy. I will email it to you later today! happy it will get used :)
ReplyDeleteI've been closely following the posts here at JCAs. Thank you all for the collective effort to make a change.
ReplyDeleteI'm so happy the changed their toolish policies. Hooray for our neighbors up north!
ReplyDeleteWell, it's still more expensive than it was before last week, but better than the double duty charges. I will still be a mega-promo only shopper!
ReplyDeleteI had placed an order for the double serge skirt earlier in the summer but cancelled it when I came to my senses, though it gives me a good 1:1 comparison.
before last week: $159.60 with duties (free shipping code used)
(33% higher than base US price)
current model: $167.00 after tax plus 9.95 shipping. (39% higher, plus the shipping fees)
I sure hope some free shipping promos come out from time to time!
thatdamngreendress: I calculated for the merino pencil skirt and it is at 15%, which is still higher, but in line with what BR and other retailers are charging up here.
ReplyDeleteCongratulations, Canadian JCAs!
ReplyDeletePOWER to the people!
I am so glad they changed their policies and I can end my J Crew ban. My September catalogue just arrived and it is gorgeous! Thank you Mickey!
ReplyDeleteI just received a note from JC. I can't cut and paste from it for some reason, but basically it's "from Mickey" saying that they have realized the error of their ways and changed their international ordering and pricing, and starting today prices will be different on the Canadian website. They plan to refund the extra duties charged on my red-phone order "in the next few days," and in the meantime here's a $25 e-gift card.
ReplyDeleteI'm impressed. Good work, JC.
still really not enough, they may have taken of the duties but the price difference is still there 15% more when you ship it to Canada even though the pricing is still in USD.
ReplyDeleteIt is still more for the same item than before the changeover, and we are ordering from a US website they should not be adjusting prices at all for duty. Please bring back the old website.
ReplyDeleteAnd why can't the prices on the Canadian site actually show up in CDN dollars? That's usually standard practice no?
ReplyDeleteYou can't cut and paste it, so I typed it out for the JCAs...here is the email I received:
ReplyDelete"Dear :
We have received many messages like yours in the past few days and appreciate that you took the time to reach out. We have taken these concerns very seriously.
When we opened our first Canadian store in Toronto last week, we aligned our store, online and catalogue prices to be consistent. In the days following the launch of the updated website, we quickly realized that we could have done things better for our online shoppers. And now we are making it right.
Starting today, the J. Crew online shopping experience will be duty free. As a result, you will see a clear reduction in the total cost of your order at checkout. If you have made a purchase at j.crew.com or through our catalogue since the launch on August 18th, we will automatically refund any duties paid to your original form of payment within the next few days.
Please accept this $25 e-Gift Card:
[instructions for card]
Best,
Mickey"
Sooooo...if the price increase between Canada/US is the same as the duty, then YAY!!!!
Yay! So glad -- I've been pining for the Blythe Dress in navy, and now I can actually afford it.
ReplyDeleteOn another note, if anyone is placing an order tonight, can they also order a lace-over tank in taupe, XXS for me? I'll paypal you the money right away. I can't justify the shipping costs for just one small sale item.
angela.chung12@gmail.com
Oh, and I'm really impressed with this community :) The power of the JCAs!
ReplyDeleteSlightly OT but maybe not: I received the Autumn Boden catalog in the mail today, with 15% off any purchase AND free shipping/free returns no minimum. And oh-my-gosh there are lovelies on every page!
ReplyDeleteIt reminded me that while today is surely a victory for J Crew customers abroad and the company has redeemed itself, I'm not going to give Mickey et al TOO much credit.
They did the "right" thing in reaction to a negative customer and media armageddon, yes. But there are other companies out there like Boden, who treat the customer well and offer beautiful things without being dragged to do so kicking and screaming.
Slightly OT but maybe not: I received the Autumn Boden catalog in the mail today, with 15% off any purchase AND free shipping/free returns no minimum. And oh-my-gosh there are lovelies on every page!
ReplyDeleteIt reminded me that while today is surely a victory for J Crew customers abroad and the company has redeemed itself, I'm not going to give Mickey et al TOO much credit.
They did the "right" thing in reaction to a negative customer and media armageddon, yes. But there are other companies out there like Boden, who treat the customer well and are offering beautiful things this season without being dragged to do so kicking and screaming.
Sorry for the double post ... screen froze :(
ReplyDeleteThis is great, thank you to Alexis, Sudu and everyone who supported this. I love JCrew's customer service and I think it's impressive how quick the change came about. My wardrobe will be happy at this change but not my bank account. :)
ReplyDeleteI also received the email re: the note from Mickey. I appreciate the email and e-gift card. Even though things aren't 'perfect' ie. some items can't be shipped to Canada since the changeover etc. I think J.Crew deserves credit for taking the concerns seriously.
It is so amazing that JC has responded this quickly. So happy that all were heard!
ReplyDeleteIt is so amazing that JC has responded this quickly. So happy that all were heard!
ReplyDeleteJust placed an order...nothing but HST was added at checkout. As long as the difference between Canada and US prices remains the same as it is now on the two websites (15%?), I feel this is very fair. Thank you, J.Crew.
ReplyDeleteI think it would be a good idea for us to keep an eye on this as new items come in and are priced on the two websites.
I'm afraid I'm late for something so I don't have time to write the update that I would like to, but I did want to let people know that I have had yet another very positive interaction with someone from JCrew. And, after a very sad week, I have to say that I am feeling good about JCrew again, which I did not start off the week thinking was ever going to be possible again.
ReplyDeleteI will definitely provide you with more details later because I know that those of you who have been feeling as I have (that there was still too much of an increase given that some things were clearly marked up by much more than 15%) will require more of an explanation. I certainly required convincing. But as of now I am ready to retract what I said yesterday about us not having been successful. I have genuinely change my mind.
More later. In the meantime, I'm off to celebrate.
not bad, JCrew, not bad.
ReplyDeleteMy PS emailed me with a very detailed explanation including a comparison of an item before the changes and what it would be today. She very clearly explained it to me along with answering my questions.
ReplyDeleteMy concern was that the UPS guy would be knocking at my door with his hand out to collect taxes/duty. She promised me this will not happen.
I don't mind having the prices show the true cost, in fact it might go easier on my wallet since it will show the price with the duty instead of the nasty tax total on the bill.
The $25 gift was a nice touch. Too bad the 30% the sale price is so picked over and empty. I'm sure it will be used quite quickly.
FYI... Online orders are still more expensive than they were before the Toronto store opened. They should revert to the previous website.
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ReplyDeleteHi Ladies! If anyone is looking for a 20% off code, email me! pixelant [at] gmail - I was able to purchase the items I wanted in store, and the store was nice enough to honor the discount so I won't be needing the code this time.
ReplyDeleteThere's still time to get your order in!
This comment has been removed by the author.
ReplyDeleteI hope J Crew takes your blog more seriously now, Alexis. Without you providing a forum for everyone to get rallied up, perhaps J Crew would have held on to the status quo.
ReplyDeleteFabulous! Good work JCA's and thanks Alexis for giving us a place to voice our concerns!
ReplyDeleteFor the time being, no good news for the UK and presumably for the rest of Europe.
ReplyDeleteI mailed them and this is their reply:
Thanks for reaching out – Mickey received your email and really appreciates your taking the time to write.
Our increased prices online reflect the higher costs of doing business internationally. We feel strongly that our goods are priced competitively and consistently in the UK market. We are committed to bringing you the best possible quality and design of product. With that, we strive to price our products at a rate that is fair and commensurate with the level of materials and craftsmanship involved. As service is also a priority for J. Crew— we’re excited to offer a duty-free shopping experience and flat rate standard shipping to anywhere in the UK (at 9.95 GBP).
Please feel to reach out if you have any other questions – always happy to help.
Of course, it's not a 'duty free shopping experience', as the 50% average mark up is two or three times the Customs fee.
They feel that the prices are competitive, we'll just have to wait and see. But if the Euro priced will increased as much as in the UK I will surely not order from them, it just doesn't make any sense.
You are right Cris, these are not competitive prices. I live in the UK, my wardrobe is 90% JCrew however, I will not be ordering from the new website or recommending it to any of my British friends. I will just continue to shop as I have done for years, ship things to my mother, and pick them up when I visit home. I do not need anything so badly that I would be willing to pay at least 50% more than the US site.
ReplyDeleteI do not think that JCrew will be a successful as they hoped here. Given that Boden will be their main competitor, here is just one example of the price difference.
Boden UK tweed jacket cost £149.00 (including all taxes) + £4.00 delivery total £153.00 ($249.85)
JCrew UK site herringbone jacket cost £189.00 + £29.81 taxes + 9.95 shipping total £228.76 ($363.79)
HUGE difference
Hi Cris,
ReplyDeleteYes I got the same email...oh well.
I absolutely love this rollout too, I pretty much want the whole kit and caboodle.
There are several things that I would also like, but if the prices will be the same as for the UK I just refuse to order anything at all when the Euro site will be up.
ReplyDeleteAnd not just because they will be far too expensive, but also because of their whole attitude and lack of transparency. "Our increased prices online reflect the higher costs of doing business internationally" is total crap, or better they might reflect J. Crew's unique way of doing business internationally.
But I feel that they will soon find out just how competitive they really are.
I sent an email to Mickey today in response to his UK email. I am a CFO and I basically called him out on the rationale that the higher UK prices result from the cost of doing business internationally. I too will no longer buy from JCrew, even given the fact that my husband travels back to the US regularly for business. Too bad - I was one of their best customers ;)
ReplyDeleteI received the email from Mickey yesterday though I have only just checked my mail.
ReplyDeleteI think this was handled really well, mainly because it was VERY quick.
The gift card is also a very nice touch. Off I go to place a celebratory pencil skirt order.
Thanks Alexis for staying on top of it all throughout. You are the best.
Sudu please tell us about your experience yesterday!
Thank you Linda. I hope that he will hear from more people in the UK and the rest of the EU.
ReplyDeleteBut surely, what will speak louder than any email will be the lack of sales.
So here's hoping for a fair pricing policy and until then I will be on a total J. Crew fast. Sigh.
I am so appreciative that all you JCA's were able to get this solved and so quickly too. From a fellow online Canadian Shopper CONGRATS!
ReplyDeleteI just wanted to mention to everyone that I got the $25 coupon from mickey yesterday. I wasn't sure if I was going to use it, but I am eyeing a couple of items. I have to decide if I will wait until my trip to the US - perhaps later this year and the items may not be available at that time.
ReplyDeleteMy main reason for writing here was to let everyone know that I just got a call from JCrew asking if I had any questions about the new site they just updated in the last 24 hours. She said she wanted to reach out to me because I am a loyal customer and told me that the site has been fixed to only add the 13% HST. She also sid she would send me an email so I could reach out to her if I had any other questions.
I thought that was really nice of her. They didn't have to call people after sending the e-certificate. I appreciated the effort they are going through...just wish it was done right in the first place.
I also just got a phone call from them following up on the changes and checking on how I feel about it now etc. They're obviously taking it seriously.
ReplyDeleteI am glad they "reached out," although I still don't think they resolved the issue of the British shoppers.
ReplyDeleteI’ve tried to keep this short but it’s just not possible. Here is why I’m celebrating:
ReplyDelete1) I didn’t initially feel this way, but we really did accomplish something this week. Everyone has been telling me that this is a very big win. If JCrew thought they were just going to ride out the initial storm and keep the extra duty charges, we made sure that didn’t happen.
2) The people who have reached out to me from JCrew have really seemed to care. They are as passionate about JCrew as we are and very clearly did not like this situation any more than we did.
3) After much number crunching, the pricing situation is not as clearly dire as it appears on the surface.
I told the person who called me Wednesday night after I’d sent my complaint email that I needed a lot more convincing. She crunched some numbers (including on my previous orders) and we regrouped yesterday. After our conversation I have concluded that:
1) One of the keys things in this is that JCrew is taking the pre- and post-8/18 shipping charges into account in their calculations.
2) Sometimes it really will work out to be about the same as before
3) Sometimes it won’t (the Jackie cardigan increase, e.g., will not be offset by the elimination of the extra duty)
4) Sometimes, surprisingly it will work out to be a bit less
I want to be absolutely clear that I have not just gulped the Kool-Aid. Assuming JCrew would choose the examples that worked out in their favour, I have done some of my own math and in one mock order I even saved money. Based on items I actually would have purchased, the order came out to $12 more than before (assuming a duty of approx. 20%), not including shipping. But once shipping was factored in, the additional $12 was, in fact, more than offset by the new flat-rate shipping cost. This was very surprising to me.
I can’t do this for the entire site, of course. So do I think it will still more often than not work out to more money for JCrew? Of course. Could they have done things better? Clearly. Just saying “15%” when it so obviously is higher on a lot of things was not transparent. I think in trying to simplify their message they went too far and made things worse. Some people might also not feel that the shipping charge should be taken into account in determining the overall difference.
But in the end I think we achieved the best outcome we could have expected (realistically, they would never have gone back to the way things were pre-8/18) and the cost of online shopping has been restored to something most will find palatable, most of the time.
I’m still smarting because, despite all of the above, it was a lousy thing to do. And the UK situation makes me sad. I haven’t rushed to fill my cart and I haven’t raced up to Yorkdale. But I do feel good about the interactions I have had and how quickly they reacted. And if other Canadian shoppers are feeling good about JCrew again, then I’m happy and we really do have cause for celebration.
Rose: What is it with the "reaching out" they are all at it now! It was in my last email again, someone has it written on a big chalkboard at J Crew HQ.
ReplyDeleteI loathe that phrase!
T., I know what you mean. ;)
ReplyDeleteHere's an interesting article on the J. Crew Canadian situation explaining the "Our increased prices online reflect the higher costs of doing business internationally" mantra.
ReplyDeletehttp://www.torontosun.com/2011/08/26/j-crew-price-war-underpinned-by-loose-duties-law
"As long as retailers describe the fee as an all-inclusive service charge, they can charge whatever they like and pocket any extra money not billed at the border, Sills said." and "That's what makes flat-rate fees so palatable to retailers, not to mention lucrative."
And I am sure that it's exactly what's happening with the UK site.
Thanks Sudu for bringing us up to date.
ReplyDeleteI still will order from JC but much smaller and less frequent orders than before the change. I will not touch the denim it is made in the US and it should not have not been included in the price hike.
I echo Cris, Linda, Penny and Rose on the UK issue. Cris has it right: J Crew will have to discover the hard way how uncompetitive their pricing is in the UK market. The problem is that until now they've only been selling a limited edgy range alongside luxury brands on Net a Porter - against which their pricing doesn't look so ridiculous. But up against Boden, it does.
ReplyDeleteI am bit disappointed that I have received no apologetic explanatory email or gift card from Mickey... however I did make one welcome discovery yesterday. Further to my very cross email to my personal shopper about J Crew taking away access to the sale section of the US site for people with UK IP addresses (even if they want to ship to a US address), this has now been fixed. Which is nice. But still not quite enough to make up for the 50% price differential on the UK site....