About twenty years ago, Gap Inc. started an interesting experiment: they opened some outlet-ish stores that sold clothes that might not be out of place in a Gap store, but were lower quality and at lower price points. The brand that I first encountered in a Gap outlet store in 1994 is now very familiar to consumers: Old Navy actually outsells its sibling Gap Inc. brands. [More]
Over the past several years, companies that employ hourly workers in New York have come under scrutiny for a variety of practices, including not providing reimbursement for uniforms to requiring some work be performed off the clock. Today, the state attorney general’s office began scrutinizing another practice by major retailers: the use of on-call scheduling. [More]
Even the tiniest of the tiny women need clothes, too. J. Crew has answered the call for those who swim in a size 00 by offering the astonishingly small 000. But there might be more to the size than meets the eye. [More]
Times used to be, you wanted to buy a wedding dress, you had to go to bridal shops boasting designer creations, with the prices to match. But now retailers are getting into the wedding game, providing cheaper options for customers. Target just threw its veil into the ring with its new line of bridal gowns starting at the low price of $99, which made us wonder — can anyone even pick out the less expensive gowns from their pricier counterparts? [More]
Julie has a secret evil twin with the same name. That’s the only possible explanation for why her favorite store, J. Crew, has decided to split her reward points between two different accounts, neither of which receives enough points to get actual rewards. She wrote to Consumerist not only to complain, but to find out whether there are other customers experiencing the same problem. [More]
A few months before her wedding, Megan bought her bridesmaids’ dresses at J. Crew, and opened a store credit card account to get 20% off. She scheduled a payment through her bank, Wells Fargo, to pay off the balance, then panicked weeks later when she saw a large chunk of money leaving her bank account that she didn’t remember authorizing. She called to cancel, remembered what the payment was for, then canceled the cancellation. This led Wells Fargo’s fraud-flagging systems to believe that the next time Megan opened a store credit card and paid the bill, they should just go ahead and cancel the payment. [More]
Some of the stories of good customer service that we post are simply tales of good customer service executed by competent employees. These deserve praise, but don’t compare to true “Above and Beyond” consumer experiences. That’s what Jeremy’s family experienced from J. Crew after a terrible fate befell their daughter’s new dress (not pictured.) They called the store to see whether the dress was in stock so they could buy a replacement. Instead, J. Crew stunned the family by exchanging the damaged dress for a new one at no charge. [More]
The deal aficionados on the FatWallet message boards have various discussion threads devoted to providing the most current coupons for a slew of stores. Rather then dig for them, here’s a master list of their official store coupons and clearance threads. Members routinely get rid of dead coupons and post new ones, so this is definitely one to bookmark: [More]
Had a problem with an order or customer service from J.Crew and need to escalate your complaint? Here’s a list of e-mail addresses you should try when crafting your Executive E-Mail Carpet Bomb. [More]
We try not to be too paranoid about the cleanliness of things we purchase. We’ll purchase used books, buy vintage clothing, drive pre-owned cars. But the “Ick Factor,” as it’s known in the world of science, jumps off the charts when it comes to used undies. But that’s exactly what NBC claims to have discovered at several retail stores. [More]
J. Crew has a problem with their website. Whatever the problem is, it isn’t small. Meet Per, a J. Crew customer who tried to order some polo shirts and not only did he get the wrong shirts, the bill came with a shipping charge of $9,208.50. Per would like to return these shirts and not pay $9,208.50 in shipping, but he can’t manage to log on to J. Crew’s website.
A dozen readers (and probably a couple of PR flacks) must have forwarded us J.Crew’s email today, in which the CEO and president of the company extend a mutual apology for the non-workingness of their “enhanced” website and call center. Oddly, the email simply asks customers to “bear with us” but doesn’t offer any discount or sale. Well, maybe they figured driving more traffic to a broken site would only make things worse.
Kimberly, a frequent J.Crew online customer, placed an order on June 30th for five items from their newly revamped website. In the past, writes Kim, “it usually takes 2 days at the latest for me to receive any shipment that is not backordered.” This time it’s been 2 weeks, and not only has nothing arrived, but the UPS tracking number they’ve assigned her order is invalid (it doesn’t even follow the UPS numbering style). The unhelpful J.Crew customer service rep told Kim that they had her correct address and to wait 10 days before calling back. In the meantime, one of the items has already been returned and refunded to Kim’s credit card—although about $200 worth of merchandise has still been shipped to some as yet undiscovered location.