J. Crew, Inc.

Re: Case # ***
Please accept this letter in response to your letter to
J.Crew, dated 3/7/15, enclosing the complaint filed by *** *** with your
office
We apologize for any frustration Ms*** has
experienced with the coat she purchased from us. We
have been in contact with her directly to
resolve this issue.
Ms*** is, as always, welcome to contact us directly
at *** any time with any further questions or for faster resolution
to any problems she experiences
Sincerely,
*** ***
J.Crew
Customer Advocate

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Thank you very much for your help with this matter
Regards,
*** ***

We apologize for any frustration Ms*** has experienced with this. We have reached out to her directly via email with additional details and have offered to honor the 20% discount if she would like to place an order with us
Ms*** is, as always, welcome to contact us directly at
*** any time with any further questions or for faster resolution to any problems she experiences
Sincerely,
*** ***
J.Crew
Customer Advocate

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
the company only refunded one of my orders when my complaint involved 3 orders. 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

Please accept this letter in response to your reply to J.Crew, dated 12/16/16, enclosing the complaint filed by [redacted] with your office.   Our records indicate that we responded to [redacted]'s emails and advised that we were not able to change the address provided or cancel the order. Since the order was fulfilled and shipped with the information we were given, we're sadly unable to issue any compensation for the pieces.   Again, [redacted] is welcome to contact us directly at [redacted] with any questions.   Sincerely, [redacted] J.Crew Customer Advocate

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Re:  Case # [redacted]
 
 
 
Please
accept this letter in response to your letter to J.Crew, dated 1/11/16,
enclosing the complaint filed by [redacted] with your office.
 
We
apologize for the continued frustration Ms. [redacted] has experienced with her
recent return to J.Crew.  We received 7 sweaters in un-returnable
condition – the sweaters had been previously washed, worn, and were sent
without proof of purchase. Six of the sweaters were sent back to Ms. [redacted]
via [redacted]. The 7th was mistakenly kept as it appeared a credit had
previously been issued. We recognized our mistake and have since issued a
merchandise credit for the 7th sweater.
 
We invite
Ms. [redacted] to contact us directly at [redacted]
if she has any additional concerns.
 
Sincerely,
 
 
[redacted]
[redacted]
J.Crew
Customer
Advocate

We have spoken to [redacted] again to explain our return/exchange policy. The customer returned the merchandise in store and has received a full refund. 
Best,
[redacted]
[redacted]

Please accept this letter in response to your letter to J.Crew, dated 10/24/2014, enclosing the complaint filed by [redacted] with your office.
We apologize for any frustration Ms. [redacted] has experienced with receiving a gift card as a refund for her returns.  Our records show...

that the items she purchased were sold as Final Sale, which are not eligible for returns or exchanges.  We made an exception for Ms. [redacted] and allowed the return of these Final Sale items, as this is not something we normally do.  With that said, we have gone ahead and removed the funds from the gift cards and have issued a refund to her J.Crew credit card.  Ms. [redacted] will still receive the gift cards in the mail, but they will have a zero balance when they arrive.  The refund should post to Ms. [redacted]’s J.Crew credit card in about 2-3 business days.
Ms. [redacted] is, as always, welcome to contact us directly at [redacted] any time with any further questions or for faster resolution to any problems she experiences.
Sincerely,
[redacted]
J.Crew
Customer Advocate

Re:  Case # [redacted]
 
 
Please
accept this letter in response to your letter to J.Crew, dated 2/1/16,
enclosing the complaint filed by [redacted] with your office.
 We have attempted to contact Ms. ** to resolve this issue, but have been unable to...

reach her. Ms. ** is welcome to contact us directly at [redacted] for additional assistance.  
Sincerely,
 
 
[redacted]
J.Crew
Customer
Advocate

Please accept this in response to complaint ID [redacted], submitted by [redacted] on 10/18/2016. We apologize for any frustration Ms. [redacted] has experienced with regard to her return. At the time her return was processed on 10/5/2016, we were unable to refund her PayPal account - the refund was...

refused on PayPal's end. Since we did not have another payment method on file, our system issued the refund to a J.Crew gift card. Ms. [redacted] has since provided a credit card number for the refund, and we voided the gift cards and transferred the refund to her credit card on 10/18/2016. This should complete the return - if the funds haven't posted to her account or if she has any further questions, we invite her to contact us directly at [redacted]. Best, [redacted]J.Crew

:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of...

the offer I reviewed appear below.
Issue of unauthorized charge on credit card was disregarded.
Regards,
[redacted]

Please accept this in response to Complaint ID [redacted], submitted by [redacted] on 11/26/16. While we are typically unable to cancel an order once it is being processed, order [redacted] was cancelled on 11/26 as requested and Mr. [redacted] was notified of the cancellation. We don't have a record that...

any "sales calls" were made to Mr. [redacted], as we do not contact customers directly to solicit sales, but will absolutely look into.Mr. [redacted] is welcome to contact us directly at [redacted] with any questions or concerns.Best, [redacted]J.Crew

Please accept this letter in response to your letter to J.Crew, dated 12/7/16, enclosing the complaint filed by [redacted] with your office. We apologize for any frustration experienced with receiving this order. The customer placed this order online and provided the address that we shipped the package...

to. [redacted] contacted us after the order was placed to notify us that the address on the order needed to be changed, but the order was already in processing and there was not a way for changes to be made. Due to the shipping method that the customer selected, we were unable to reroute the order once it shipped. The only option was to see if the order delivered to the address [redacted] provided or if the shipment was refused. The shipment was delivered on 12.12.16.Had the error on the order been made by J.Crew, we would have been more than happy to credit the customer for the purchase. Since details were provided by [redacted], however, we're unable to accommodate. We invite the customer to contact us directly at [email protected] if there are any additional questions so that we may investigate further.Sincerely,[redacted]J.CrewCustomer Advocate

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I do not believe, I actually used to have been like J.crewYour handling is really very disappointing, I was submitted to the mailbox reply to the screenshot, but you still feel this error in me. Do you think overseas users are not important, do not care about our feelings of overseas users. You are such a big business, even their own a small mistake can not admit, you do not reply to the first order, do let users to assume this responsibility, you really make mistakes too.

Please accept this letter in response to your letter to the J. Crew Group, dated 3/3/2014,enclosing the complaint filed by [redacted] with your office. We apologize for any frustration Ms. [redacted] has experienced with receiving a tracking number for her recent order. The order was placed on...

2/26/2014, it shipped on 3/1/2014,and it delivered to Ms. [redacted] on 3/5/2014. We have been in touch with Ms. [redacted]directly to resolve and we consider the issue to be resolved. Ms. [redacted] is, as always, welcome to contact us directly at [redacted]any time with any further questions or for faster resolution to any problems she experiences .Sincerely,[redacted]J. Crew / Madewell Customer Advocate

We apologize
for any frustration here – we’ve replied to all of the customer’s emails, but they
don’t seem to be receiving our responses for some reason (we recommend checking
spam folders and email security settings – make sure [redacted] is on your safe
senders list). ...

Unfortunately, by the
time we were contacted, it was too late to cancel the order as requested since
it had already been processed for shipment. 
We suggest returning the items for a refund.  As this was not caused by any sort of error
on J.Crew’s part, we’re sorry to say we’re unable to offer any sort of
additional compensation in this case.
[redacted] is welcome to contact us directly via email or phone if we can help with
anything else.
 
Best,
 
[redacted] [redacted]
J.CREW [redacted]