J. Crew, Inc.

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.
This is still unresolved as they have my coat and three other items. They were sent in for warranty issues and she knows that.

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]
ORDER NUMBER: [redacted]I request to cancel the order for two consecutive days. Business didn't reply my message and request, I am still waiting for business to contact me. In two days I sent  20 mail request to cancel the order, two  days 20 e-mails Business did not see it?I have to say business did not reply to my email.If business reply to my e-mail, won't appear these errors.I spent two days to contact  business , he did not reply me. In this two consecutive days, the ORDER  are not shipped,  business can cancel the order, clearly this is  business mistake is not my mistake.I asked for the forwarding company to return the itemsUnfortunately there is no such services, the Forwarding Company services provided only for shipping and receiving the goods, I tried but without success.Their response was due to the goods at present too many do not provide this service?I should declare that I'm an abroad customerI have to say because of business mistake to bring me a lot of trouble. Please let me know solution how to solve the problem asap. I hope to get a reasonable explanation and compensate my loss! As I said, I'm an abroad customer, if I return the goods to the United States by mail, I will pay at least $50!If business can't cancel the order, please give me a refundPlease don't let me pay for  business mistakes, it is not fair.Please refund   TOTAL $59.00Thanks[redacted]Why not cancel the orderWhy not reply informationWhy not admit mistakesWhy pass the buckWhy do this to meWhy is there no credibilityIf the shipment, is business fault, I spent two days in mail request to cancel the order, in this two days order is not shipped can cancel the order This is not my fault

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.
I never received anything to my debit card from the chateau parka, it ends in [redacted]. I am also not in debt with them as that has been paid off with the debit card ending in [redacted]. The shirts they have are,A t shirt with a dog A burnt orange turtle neck A chateau parka I received a red v neck sweater back with a tear in it that was never there as these sweaters are worn once a week if that...

Please accept this letter in response to the complaint
filed by [redacted].
 
We apologize for the continued frustration Ms. [redacted]
has experienced.  We have gone ahead and
removed the funds from the third gift card and have issued a refund to her
J.Crew credit card.  The refund should
post to Ms. [redacted]’s J.Crew credit card in about 2-3 business days and she is
welcome to dispose of the gift card. 
 
As always, Ms. [redacted] is welcome to contact us directly
at [redacted] with anything that we may help her with.
 
Sincerely,
 
[redacted]
J.Crew
Customer Advocate

Please accept this in response to complaint ID #[redacted], filed on 10/22/16 by [redacted].We sincerely apologize for any difficulty Ms. [redacted] has experienced in cancelling the catalogs being mailed to her home. We're looking into the matter and will make sure the address is removed - if she...

continues to receive, we invite her to contact us directly at [redacted] so we can investigate immediately. Best,[redacted]

The store team has been in touch with Mr. [redacted] directly. Please close this issue out - no additional follow-up is needed.
Thank you!
Best,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and I consider this complaint resolved because I received my refund.
Regards,
[redacted]

Please accept this letter in response to your letter to J.Crew, dated 1/21/2014, enclosing
the complaint filed by [redacted] with your office.
We apologize for any frustration Ms. [redacted] has experienced with being charged for
shipping and related tax on her recent purchase. Our records show that...

she has been
issued the refund she requested on 1/29.
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 4/25/2016, enclosing the complaint filed by [redacted] with your office.We apologize for any frustration or confusion Ms. [redacted] experienced with regard to our recent...

promotions. We were in fact advertising two separate promotions at the same time – the two were not intended to be combined. While we’re sorry to say we’re unable to extend an additional discount in this case, we will absolutely share her concerns with the appropriate teams in an effort to prevent any future confusion. Ms. [redacted] is, as always, welcome to contact us directly at [redacted] with any further questions.Sincerely,[redacted]J.Crew

Re:  Case # [redacted]Please accept this in response to your email to J.Crew, dated 7/22/2016, enclosing the complaint filed by [redacted] with your office.We apologize for any frustration Mr. [redacted] has experienced with his recent purchases. We’ve confirmed that we’ve agreed to allow...

the return of both tees for a full refund, as well as waived the return postage fee normally associated with using the prepaid return label included with his orders.Please note our return process does tend to take approximately 2 weeks due to the volume of returns we receive – a refund will be issued once our returns team receives and processes the tees.Mr. [redacted] is, as always, welcome to contact us directly at [redacted] any time with any further questions or for faster resolution to any problems he experiences.Sincerely,[redacted]J.Crew

Re:  Case # [redacted]
 
 
 
Please
accept this letter in response to your letter to J.Crew, dated 1/15/16,
enclosing the complaint filed by [redacted] with your office.
 
Ms.
[redacted] previously filed several claims with her bank denying charges for purchases
she had made, creating a debt with our company. The parka purchased on 11.2.14
was reported as defective by Ms. [redacted] and that return was processed before
the item was received. Because of the previous bank disputes, Ms. [redacted]’s
return was credited toward her debt and not her credit card. When the parka was
received, the item was returned to stock as no additional funds were owed to
Ms. [redacted].  
 
In
reference to the other 3 items, this is the first time merchandise other than
the 7 sweaters and the parka have been mentioned – we’re happy to look into
further if Ms. [redacted] contacts us directly at [redacted]
 
Sincerely,
 
 
[redacted]
[redacted]
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.
Regards,
[redacted]
I do not think this mistake comes to me. I made a purchase order on the shopping site, I immediately contacted the customer service, rather than more than the time after contact, and request changes in address, the first time you tell me not to change the address, I immediately told the customer that I want to cancel the bill , But you have been procrastinating, did not reply to me in the first time. This error is not caused by me, I do not have you in the order processing time to tell customer service, I can not receive the goods, and now I have not received the goods! You this behavior, I really was very disappointed! You see how many letters I made! .

Please
accept this letter in response to your letter to J.Crew, dated 3/19/15,
enclosing the complaint filed by [redacted] with your office.
 
We
apologize for any frustration Ms. [redacted] has experienced with receiving J.Crew
catalogs despite her attempts to be removed from our...

mailing list.  We are having her name and address removed
from the mailing list.  Ms. [redacted] may
still receive the May catalog, as they are printed in advance, but she should
not receive any after that.  We invite Ms.
[redacted] to contact us directly at [redacted] if she receives any additional
catalogs so that we may investigate further.
 
Sincerely,
 
[redacted]
J.Crew
Customer
Advocate

Re:  Case # [redacted]
 
 
 
Please
accept this letter in response to your letter to J.Crew, dated 2/2/16,
enclosing the complaint filed by [redacted] with your office.
 
Ms.
[redacted]’s credit for the Hugo Guinness™ T-shirt and the turtleneck were
applied toward her previous debt, which has since been cleared. Our records
indicate that Ms. [redacted] purchased and returned the Chateau Parka on 3
occasions – the first was refunded to the [redacted] card she used on her
original purchase, while the second and third were credited to gift cards.
 
In
reference to the red sweater, Ms. [redacted] returned item B0566 in August, but
the sweater was returned to her as it did not meet our return guidelines. She
returned the sweater again in November, and the piece was once again shipped
back to her.
 
Ms.
[redacted] is welcome to contact us directly at [redacted] for additional assistance.
 
Sincerely,
 
 
[redacted]
J.Crew
Customer
Advocate

We have been in touch with the customer directly.
Best,
[redacted]
[redacted]

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.
I contacted with them at the email and also the phone number they provided to me and they still said that they won't remove the block of the online purchasing unless I cancel the dispute of the charge. I hope they can remove the block of purchasing for me as soon as possible. If they couldn't reach me through phone, email will works. Some times, I was not able to answer the phone.
Regards,
[redacted]

Review: I've been shopping wil J. Crew since 2006. I've been a loyal customer and place large online orders. I've noticed many of the garments, shoes, and accessories I have purchased do not hold up after one wash (per the instructions) or one wear. I have a large amount of items from J. Crew that are defective and of poor quality. I've never complained before, but I'm tired of seeing prices go up while quality and customer service plummet.

Here are a few items that have been defective/poor quality:

-Red Silk Tank ruined after 1 wear with pulls

-PJ shorts in classic hydrangea color that have had the waist band twisted since the first wash

-Countless Cotton Vintage t-shirts that gather holes immediately upon wearing, the number is in the double digits since this is my favorite t-shirt (I hand wash)

-blush heels that stopped fitting correctly on my ankle, this led to a 1 foot fall from the bus onto the asphalt street in [redacted]

-Grey Embellished Tank-beads and embellishments fell off after first use and are fraying

-Swiss dot dress-defective pattern

-Linen French Riviera Tee that has shrunk with each was-it can not fit a small child

-white long sleeve-completely see through

-blue bracelet-fell apart after three wears

-blue nautical bracelet-fit in store fine, but hurts my tiny wrist when I wear it

-Green Carigen-buttons have loosened and need to be re-stiched

-Blush sandals-have thin soles, so need to be re-soled

Honestly, I've spent thousands of dollars in clothing, shoes, and accessories through J. Crew and very few items have held up. All I can think of are my lounge clothes. I'm upset that I was told in store that they couldn't do anything about any of the instances, since the items had been worn. I've had it with this company and intend on trying to mitigate this situation with them. I shouldn't have to worry if something will fall apart after one wear, and I'm in the hole $20-$150 or more per piece. I have chronic disabilities and have also encountered insensitive sale staff that are annoyed to help with with a zipper, put my clothes in the fitting room, or otherwise demean me because I don't "look" disabled. I rarely ever got to use my student discount even though I was and still am a student. Thousands of dollars might seem like chump change to you, but it is money that I've worked hard for and in short supply. J. Crew used to be my favorite store. Now, I'm looking to shop elsewhere.

Please make this right.

[redacted]Desired Settlement: I would like an apology and a refund for all the items that I have purchased from J. Crew that have been poor quality: I.e. holes in shirts after a few wears, silk tops ruined after one wear, poorly made shoes, embellishments falling off a garment, jewelry breaking after one wear, ect.

Business

Response:

Re: Case # [redacted]Please accept this in response to the complaint filed by [redacted] with your office.We apologize for any dissatisfaction Ms. [redacted] has experienced with items purchased from J.Crew. I'm aware my team has been working with Ms. [redacted] and have agreed upon a resolution. We are awaiting receipt of her defective items so we may review and share them with the appropriate team, and will be offering refunds or exchanges for the returned pieces.We invite Ms. [redacted] to contact us directly at [redacted] with any questions.Best,[redacted]J.Crew

Review: I placed an order for a 'Slim broken-in V-neck T-shirt'. I have an issue with the sizing of the shirt, and when I asked about a return, I received an unsatisfactory response.

Since I have worn Jcrew clothing for over 10 years, I immediately wore a shirt that was advertised as size "slim large". Although I initially noticed that the item seemed a bit long, I wore it anyway for a day. Upon returning home, I compared the item to a "large" v-neck t-shirt. I noticed that the slim size was much longer in length than the regular large!

I called Jcrew customer service, and they noted that I could return the item, and that they would need to look at the item to see if there was a defect. Unfortunately, they stated that this process would take two weeks, and they could not guarantee credit. I understand that Jcrew states that they cannot guarantee a refund for used items. However, I feel that my issue is an exception. The item is advertised as being slimmer than the regular size, but there is no mention of the item being longer in size.

Unfortunately, I had placed another order a few weeks earlier that included the same item. I removed the tags from this item, and washed it before realizing that these shirts had the issue.Desired Settlement: I would like jcrew to fully refund the v-neck t shirts advertised as "slim", which I have placed in the last month. Firstly, I would like Jcrew to fully the refund the worn v-neck shirt from [redacted]. The order also includes an unworn v-neck that I would also like refunded. Lastly, I would like Jcrew to refund the v-neck from an order that I had placed a few weeks earlier, [redacted].

Business

Response:

Re: Case # [redacted]Please accept this in response to your email to J.Crew, dated 7/22/2016, enclosing the complaint filed by [redacted] with your office.We apologize for any frustration Mr. [redacted] has experienced with his recent purchases. We’ve confirmed that we’ve agreed to allow the return of both tees for a full refund, as well as waived the return postage fee normally associated with using the prepaid return label included with his orders.Please note our return process does tend to take approximately 2 weeks due to the volume of returns we receive – a refund will be issued once our returns team receives and processes the tees.Mr. [redacted] is, as always, welcome to contact us directly at [redacted] any time with any further questions or for faster resolution to any problems he experiences.Sincerely,[redacted]J.Crew

Consumer

Response:

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,

Review: I placed an order online for $168.47 and the business put a hold on my account for that amount. When items were shipped, each location placed an additional charge for the item total from that location, resulting in a double charge. The hold will be released "in 3-5 days", but if they already have a hold on the full amount, there should not be additional charges. Those should go through an internal account with J. Crew, since they already have a hold on the full amount of the order.Desired Settlement: This practice of putting a hold on the account for the full amount before items ship, and additional charges when items ship should be explicitly defined as an unacceptable practice. I did not authorize additional charges.

Business

Response:

Re: Case # [redacted]Please accept this letter in response to your letter to J.Crew, dated 4/19/2016, enclosing the complaint filed by [redacted] with your office.We apologize for any frustration Ms. [redacted] has experienced here – she’s correct, our standard process is to initially authorize a credit card for the full amount of an order, then if the items on that order ship separately, they will be charged individually against that authorization. However, we’ve noticed that with certain debit cards, these individual charges can sometimes result in a new authorization, while the original “hold” for the full amount remains on the account. We’re looking into what’s causing this with the banks involved and hope to have a fix in place soon.In the meantime, the additional authorization should have been dropped by Ms. [redacted]’s bank at this point – if it hasn’t, I encourage her to contact us directly at [redacted] so we can investigate and conference with her bank if needed.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

Review: On Saturday, April 23, 2016, I attempted to make a purchase of 2 polo shirts and a pair of shorts. I was interested in making this purchase because JCrew Factory was having a very good promotion. This is the promotion as it read on that day: "ONLINE ONLY: EXTRA 30% OFF.* USE CODE GETSHOPPING. PLUS, NEW & EXISTING CARDMEMBERS GET EXTRA 35% OFF.[redacted] USE YOUR J.CREW CARD & CODE CARDSHOP. EXCLUSIONS APPLY. DETAILS". I understood that this was a total discount of 65% off my purchase, which was a total of $69.49. The fact that the first condition was met, and "plus" there was an additional discount "extra"; as I am a cardholder, it should have been a total discount of 65% given. I also, read the details, which supported the promotional statements. I noticed when I applied the first code, there was only a 30% discount and no room to place the second discount of 35%. I tried to apply the 35% code, which gave me a total of $47.00.

Therefore, I called customer service, and spoke to the manager. [redacted], the manager, stressed that it is two different promotions, and they could only honor one discount. She also was aware that the language of the promotion was misleading because she said she would pass the comment on to the sales department. I reread the promotion as it was stated numerous times to [redacted] in plain English. She still insisted and refused to honor your promotion. Yet, she never tried to compensate or honor what the promotion said. I feel like this is a lure or false/deceptive advertising on JCrew Factory's behalf to get customers to purchase their goods. This is a very questionable practice and troubling. When a customer sees a promotion and reads through the fine print of the details, they expect the company to do as they have stated. Due to this situation, I have escalated this situation to the FTC.

Thank you,

[redacted]Desired Settlement: A store credit in the form of 65% off, whether it is sale or regular priced items.

Business

Response:

Re: Case # [redacted]Please accept this letter in response to your letter to J.Crew, dated 4/25/2016, enclosing the complaint filed by [redacted] with your office.We apologize for any frustration or confusion Ms. [redacted] experienced with regard to our recent promotions. We were in fact advertising two separate promotions at the same time – the two were not intended to be combined. While we’re sorry to say we’re unable to extend an additional discount in this case, we will absolutely share her concerns with the appropriate teams in an effort to prevent any future confusion. Ms. [redacted] is, as always, welcome to contact us directly at [redacted] with any further questions.Sincerely,[redacted]J.Crew

Consumer

Response:

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,