Like the store, hate the customer service
Written: Mar 22 '02
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I’ll be honest, one terrible experience has soured me on the J Crew online store and J Crew in general.
Prices:
The prices at J Crew are above average, but not any worse than their competitors like Eddie Bauer, LL Bean, or Banana Republic. I’ve found that from time to time they have great sale and clearance prices. Occasionaly they also have free shipping special or other coupon deals.
Selection:
They usually have a great selection of both Women’s and Men’s clothes with more choices in Women’s clothes. Their fashions always appear to be up to date but not too trendy for my tastes. I have purchased many items for myself and others using their catalog and website. There clothes seem to hold up very well to laundering and I have never received any faulty merchandise.
Customer Service:
OK, here’s where it gets ugly and this the reason I’ll never shop there again. I purchased a coat as a gift for my fiancé for her birthday. I made the purchase online and they confirmed it as in stock. I had about two weeks to spare so I chose two day shipping to make sure it would arrive on time. Well, a week later no coat, so I checked online and it showed my order as pending. Two days later a J Crew associate called to let me know that the item was out of stock. I was a little ticked that I wasn’t told earlier to make other arrangements for the gift. OK, no big deal, I asked what I should do next. The guy on the phone replied with “I don’t know, it’s a bummer, nothing we can do.” Sensing I would get nowhere with this guy I asked for a supervisor. Before I could get a word in the supervisor came on and told me he didn’t appreciate people like me who always wanted something for nothing. I hadn’t even asked for anything yet. I ignored his comment and asked if he could advise me on similar products and he told me to look online. I asked him why they didn’t mention that items confirmed as in stock online may not actually be in stock. He told me to quit whining. I then asked if I could have an upgrade to overnight shipping if I found a suitable replacement so that the present was to me in time for the birthday. He told me that I was a freeloader and that I was wasting his time. He also said that J Crew does not do that and that it was my fault for not calling to confirm the stock after placing an online order. I asked why they wouldn’t advise me to do that when I ordered it if that was the case. He then hung up on me. The real funny thing is two days later I got an e-mail informing me the product was out of stock and a certificate for free overnight shipping.
Overall opinion:
In all fairness, I think J Crew has good products at a decent price. They tried to make up for their mistake, but in this case it was too late. Personally, I will never order from them again after how rudely I was treated by a customer service supervisor. Of course, I am realistic and this was probably a one-time occurrence. I wouldn’t let my personal experience deter anyone else from shopping there. I do however have a couple suggestions from my dealings with them that could hopefully stop this from ever happening again.
-Call to verify stock. Either use the phone to order or double check if it is a product you need by a certain date. From what I found out later, the sales orders from online are put into batches and inputed at a later date and the stock is not always correct. Over the phone they have real-time access to the inventory system.
-Correspond Online. After my certificate was received, I reported the rude supervisor and asked how the stock situation got screwed up in an email. They apologized and gave me very good information as to how the order process works. They also suggested some other similar coats. Basically the online support did everything that the first person and the rude supervisor did not.
Recommended:
No
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Epinions.com ID:
cmaha76
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Reviews written: 11
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