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.

We know shipping accidents happen, but what’s unacceptable about J.Crew’s response is how they keep putting Kimberly off instead of working with her to resolve the problem.

My credit card was charged on the day of purchase for the full amount of my order. When I first called on the 8th the rep had suggested for me to wait the full 7 days, I did not have a problem then with the wait. On the 11th I checked their website and noticed the aforementioned status change that led to another call immediately.

I was refunded $49.99 on the same day on the item that was supposedly returned but I never received, but their rep did not even want to look up my address to see whether or not it was sent to the wrong address. When I insisted that he check, he told me that they had the correct shipping address but I should wait 10 days to call back anyways.

It’s not like Kim’s a novice shopper who doesn’t know how shipping works. Now the question is: is there anyone at J.Crew who knows how shipping works? You two should talk.