Bad Merchandise from J.Crew {they'll review it?!?}

"Thanks!" to many of you, who let us know about some recent changes to J.Crew's policy on sending out defective or incorrect merchandise:

Jess (in this post) shared:

Starting from this week, if you call in after they send a wrong item, the regular CS will refer you to a certain "specialist" who asks you to ship it back with no prospects that you'll get the refund soon. No it's no longer OK to just drop off the item at your local store."Send back your item and we'll proceed from there". What kind of CS is that???!!! It's your mistake, J.Crew!

Allyson (in this post) shared:

I got the same response when I called about the snap breaking off my matinee trench on it's first wear! CS told me to ship it back and they'd "review it." When I asked what that meant, she said they "review" my claim and would either return my jacket to me or refund my money. When I asked how long, she told me it could take several weeks. I felt like she was accusing me of lying! I just hung up. I am wearing it with a broken snap as a reminder of how cheap J.Crew has become. I am assuming that's what they want you to do. Just give up. For contrast, the strap on my son's Land's end back pack fell apart after a few weeks. Called CS, new backpack shipped immediately with envelope to return old one with no charge.

Riley (in this post) shared:

I contacted CS to ask for replacement buttons and this was their response: We are truly sorry for the quality issues you've experienced with our Jackie Cardigans. We stand behind our merchandise, so we'll be happy to review the items for defects.

As others have mentioned, they wanted me to mail the item back for them to review. I plan on buying buttons and replacing them myself and will have to find another source for Jackie-like cardigans in the future.

In the past, J.Crew was very proactive about correcting any mistakes in defective or incorrect merchandise sent to customers. I remember an instance where I received the wrong pair of ballet flats and J.Crew issued me an immediate refund- right then and there (no merchandise had been returned yet). They just apologized and asked me to drop it off at my local store whenever it was convenient for me. Even though I was upset that I did not get the right shoes, and the pair I wanted sold out, I was delighted how quick and customer friendly J.Crew's response was. It took the sting out of the mistake.

That is why hearing these changes on the new policy- about sending defective/incorrect merchandise to a "specialist", and waiting around for a decision (like going to some type of court to prove your case)- sounds disheartening. One of the reasons I shop at J.Crew and the like (e.g. Nordstroms), is because of their customer-friendly policies.

Personally, I would be really upset if I got a wrong item sent to me and then was told I had to send it in for review because they did not believe me.

Now I understand that customers might abuse the policies. It's terrible and I do not agree with it. However, J.Crew should take steps to note or indicate that on their individual account. The rest of the customer population should not have to be prematurely accused of misbehaving.

What are your thoughts on the recent policy change on defective/incorrect merchandise? Did you encounter it recently?

J.Crew's Holiday Return Policy

This past weekend I overhead a J.Crew customer talking to a store associate about how upset she was to not know about the change in return policy. (For more about those changes, refer to the "News About J.Crew's Return Policy {follow up}" post.)

"Thanks!" to Ema (in this post) who shared the latest news about the return policy now that the Holiday season is here:

Ok, so I asked about the holiday return policy today while making a return at the Collection store. Store policy: you will be able to exchange merchandise bought between November 1st and Xmas until January (not sure about the day) BUT only if you have a gift receipt. Your regular receipt won't give you the extention. Kind of makes sense but when buying presents for the immediate family I normaly don't think about asking a gift receipt. Anyway, better then nothing. I bought a gift for a girlfriend today (before asking about the policy) and the gift receipt doesn't mention anything. HTH!

J.Crew's return policy is so confusing! Especially with the whole gift versus regular receipt business. Incidentally, I was never told about this new return policy despite making holiday purchases at the store. Oh well!

What are your thoughts on this latest change? Did you know about this change? Will this have an impact on your future orders?

News About J.Crew's Return Policy {follow up}

As mentioned in the September 8th "News About J.Crew's Return Policy" post (which displays the original return policy), J.Crew recently changed their return policy.

"Thanks!" to many of you, including mimi.magnolia (in this post), who let us know that J.Crew's website explains the new parameters for returns (also found here):

Quality is our highest priority. Always has been, always will be.

our guarantee
We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange.

All in-store returns/exchanges in accordance with this policy for purchases paid for by cash or check require a government-issued photo ID.

retail store purchases
J.Crew gladly accepts returns of unworn, unwashed, undamaged or defective merchandise purchased in our retail stores for full refund or exchange within 30 days of original purchase. Requests for refund or exchange of merchandise purchased by cash or check must be accompanied by the original receipt. Refunds will be made in the form of the original payment.

telephone and internet purchases
J.Crew gladly accepts returns of unworn, unwashed, undamaged or defective merchandise purchased by phone or online for full refund or exchange within 60 days of original purchase. Requests for refund or exchange of merchandise purchased by check must be accompanied by the original receipt. Refunds will be made in the form of the original payment.

I am curious if J.Crew's store associates have been alerting customers to the new change. Hopefully they are. :)

What are your thoughts on this latest change? Did you know about this change? Will this have an impact on your future orders?

News About J.Crew's Return Policy

J.Crew's existing return policy is the following (found here):

Quality is our highest priority. Always has been, always will be.

our guarantee
We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange.

All in-store returns/exchanges in accordance with this policy require a government-issued ID and an original receipt to receive cash/check refund. Returns without an original receipt also always require a government-issued ID.

within 60 days of original purchase:
J.Crew gladly accepts returns of unworn, unwashed, undamaged or defective merchandise for full refund. Refunds must be accompanied by the original receipt and will be made in the form of the original payment. If the original receipt is unavailable, we'll make an exchange or issue a merchandise credit based on the current selling price.

after 60 days of original purchase:
J.Crew will gladly make an exchange or issue a merchandise credit for the price at the time of sale (with original receipt) or for the current selling price (without original receipt).

A big "thanks!" to Slastena (who runs the amazing "About All and Nothing at All" blog) who shared the following news about J.Crew's return policy:

...I have learned today from the PS and the store manager ...that in a week the new return policy will be in effect. The new policy will be return in 30 days only, no returns without receipts, no returns after 30 days -period. Store credit I asked? They said, most likely not even that. ...[They] replied that a boutique practice that J crew tries to emulate has a very strict return policy, some only allow 14 days for a return and 30 days for an exchange. They fell that a low-end mass retailer provides indefinite return policy. Then they [mentioned] about some crazy lady trying to return [something] after 4 years ...about stolen merchandise that [people] return to the store without receipt.

This is disappointing news as well. :( First, the student/educator discount and now this. Although I can understand J.Crew's position, I always hate seeing benefits, perks, and policies keep getting reduced.

What are your thoughts on this latest change? Did you know about this change? Will this have an impact on your future orders?

A Quick Note to Resellers of J.Crew

Dear J.Crew Resellers:

I am thrilled that you enjoy reading this blog and sharing your opinions on J.Crew. :) However, please refrain from adding links to your websites or email without checking with me first. I am aware that there is no clear policy on this blog about that (so I completely understand why you posted what you did). However, there now is a semi-policy which is: please check with me first. :) You can reach me at jcrewaficionada@yahoo.com. (To be honest, I am still deciding if I want to list those sites on this blog or not.) If you do not check with me first, I will delete your comment. ;)

As for individual customers who want to swap/sell/share among yourselves (and is independent of this blog), this notice does NOT pertain to you. :)

Thank you in advance!
-Alexis :)