J. Crew Customer Service Issues

Hello, my name is Brian Taylor, and I have been a loyal customer of J.Crew and J.Crew Factory. I visited the Cherry Hill location on Friday to shop for Christmas gifts for my partner. Unfortunately, the pants I wanted were not in stock at the store. I previously bought the [redacted] slim stretch chinos at King of Prussia and was hoping to get more colors. While everything was advertised as 50% off, I was disappointed to find out that the pants were not on sale on your website when I tried to order online. The website being down added to my frustration. I later realized that the item was excluded from the promotion, even though your taglines state 50% off the entire purchase. This inconsistency was misleading. Consequently, I opted to buy chinos from Banana Republic, where everything was 50% off without exclusions. It's disappointing to see such misleading advertising from J.Crew. Thank you. Brian Taylor

Subject: Order #[redacted] - Color and Size Exchange Request Dear J.Crew Customer Service, My name is S.Y. Park. I recently placed an order under order number #[redacted]. Color Exchange: I purchased the Daphne Topcoat in Italian Tweed, Size: 22, color: Navy Speckle. I am hoping to switch the backordered item's color to Peacock Green, now that it is available. Could you please send me the Daphne Topcoat in Italian Tweed, Size: 22, color: Peacock Green? Size Exchange: I ordered the Oversized Button-Up in Cotton Poplin Stripe Shirt, Red White Stripe in Size: 3X, which hasn't been shipped. Would it be possible to change the size to 2X? If not, please proceed with the initial order of 3X. I appreciate your assistance and look forward to your prompt response. Kind regards, S.Y. Park

I'm having an issue with J. Crew regarding an order I made on December 5th. They are not responding to my emails about cancelling the order. I am considering refusing the package due to discrepancies with the 48% discount not being applied to certain items, which influenced my purchase. Unfortunately, I cannot contact them by phone as my cell phone is lost. Despite the online chat availability from 9am to 11:59pm ET daily, I have not been able to access it. The order number is [redacted]. I have been reaching out via email to [redacted], but have not received any responses after multiple attempts. In the meantime, I have taken the precaution of freezing the credit card used for the order.

I want to commend Angelique from the Customer Service Department for her exceptional assistance. I had ordered a polka dot draped blouse on 10/23/18 with a shipping deadline of 12/23/18. Unfortunately, the blouse did not arrive, and I did not receive any notifications from Jcrew. Despite the money being debited from my account on 12/14/18, the blouse was still missing. I called the Customer Service hotline and after a long hold, Angelique answered. She was gracious, professional, and resolved the issue promptly by expediting the shipment. Today, I finally received my blouse thanks to her efficient and effective handling of the situation. Angelique's exceptional service deserves recognition, and she is truly an asset to your company. For further feedback, please contact me at [redacted].

I emailed on Sunday with no response. When I called on Monday, I waited 40 minutes on hold. The representative mentioned the order was with UPS. I was told I would receive tracking information, which I did not. On Tuesday, after another 40-minute wait, a different representative claimed the delay was due to me choosing a post-Christmas shipping date, which I did not select. After requesting to speak to a supervisor who promised to investigate and follow up by 5 pm, I never received a response. Today, I called again and was disconnected after waiting 45 minutes. If I treated my clients the way I have been treated, I would be fired from my welfare job. I expect this issue to be resolved promptly. My order number is [redacted].

I purchased 2 matching shirts for my granddaughters for Christmas, but my order was canceled due to the items being out of stock. I had also taken advantage of a 40% off promotion for ordering more than 4 items and paid for express shipping. I later discovered that the shirts are still available in the sizes I needed. This has been frustrating as I wouldn't have purchased the other items if the shirts weren't available. The cancellation has left me without the desired gifts for my granddaughters who are visiting this Sunday for Christmas. I hope for a resolution by receiving the shirts at the promotional price with free express shipping to ensure I have them on time for 12/23. I prefer a prompt resolution to avoid being inconvenienced further by this discrepancy. Thank you. - N. Hanley, Order #[redacted]

I received two items for Christmas without a receipt and wanted to exchange them for store credit, but the cashiers made me feel like I was stealing. After initially refusing, they finally gave me the store credit. While browsing, mall security approached me which was unnecessary as I was not causing any trouble. Feeling unfairly targeted, I spoke to the head of security and expressed my disappointment, mentioning I had been a longtime shopper at Cape Cod mall. It was upsetting to be treated this way, especially considering I have never had issues returning items before. The store manager was involved in the situation. I will not be shopping at J. Crew again after this incident on December 24, [redacted].

I received two items for Christmas that were too small for my daughter. I wanted to exchange them or get store credit, but I didn't have a receipt. The salespeople refused to process the return without a receipt, making me feel like a thief. After insisting on store credit, they gave me a lower price on the pajamas, claiming it was the policy without a receipt. Mall security was even called over. I've been a loyal customer at Cape Cod Mall for years, spending thousands of dollars. The presence of security was unwarranted, due to a misunderstanding prompted by a sales associate flagging them down. I expressed my disappointment, pointing out the lack of diversity in returns without receipts at J.Crew. This experience has soured my opinion, and I doubt I'll shop there again.

Dear Sir/Madam, I am reaching out for the third time seeking help with an order placed using the incorrect shipping address. The order number is [redacted], and it was intended for Beverly Nisbeth, C/O Phyllis Gumbs at [redacted] NW 128th St, Astan Box [redacted], Phyllis Gumbs, Medley, FL 33[redacted], US. I have updated my account information with the correct address. I need to halt the current order and correct the shipping address. Part of the order (tracking number 1Z19A258YW[redacted]8) has already been shipped to the wrong address. Additionally, I am facing issues accessing my account information and order history pages as they are not loading properly. Thank you for your assistance. Beverly Mae N.

Hello, I recently visited your J.Crew store at the Galleria in Dallas. Upon entering, I overheard one staff member making a concerning comment about me shoplifting in front of other customers. This was incredibly embarrassing and upsetting as I was wrongly accused. I left the store feeling humiliated and shocked by the lack of professionalism. I am using speech-to-text due to being upset. I hope this incident can be addressed as it is unacceptable for customers to be treated in such a manner.

I keep getting J.Crew ads on my computer every day. Even after trying to unsubscribe, they keep coming. I don't want them at all. I recently tried to cancel and got a choice of when to receive them or keep getting them. Please stop sending them immediately. J.Crew has become a bother, and the constant contact without stopping the ads is unacceptable. I know where to find you when I want to shop. This is off-putting and feels like customer manipulation with the "choices" provided.

Hello, I would like to cancel order #[redacted]. The order was duplicated due to some confusion with my email address. Initially, I made the purchase from my account, but it got canceled. Then, I tried again but the customer service representative mistyped my email as [redacted] instead of [redacted] Consequently, the notification was sent to the wrong email address. I was unaware that the second purchase went through as I had not received any communication. Now, I have both orders processed, one of which I wish to cancel, as it was the initial one placed three days ago. Thank you.

I have been a loyal customer of jcrew for over 15 years, possibly even longer. During a recent visit to the GA [redacted] outlet store, I had an unforgettable experience with an employee named Ashley. When I handed her back a pair of white 38/32 pants, she snatched them from me without a word of thanks or offering to assist me with another size. Despite my polite gesture, she remained silent. When I confronted her and mentioned I would be contacting corporate about her rude behavior, she defensively claimed she had smiled at me. This lack of customer service and respect was unprecedented in all my years of shopping at jcrew. I was disappointed by this encounter and have decided not to return to this particular store due to Ashley's behavior. Although I will continue to be a customer of jcrew for their quality products, I am deeply disappointed by this incident. I hope that management addresses this issue promptly.