I placed an online order with J Crew paying 140. HKD for delivery in 7-9 business days. When the time frame had passed and my order had still not arrived I contacted them. I was told even though I had placed an order with them and my contract was effectively with J Crew I had to contact the courier company myself as they had no means to contact them. I was told the courier had attempted to deliver the package but on the time frame given I was at home and no card had been left in my mail box. I also contacted my building management company who record all attempted deliveries and attempted deliveries and even checked the cctv but no courier had visited my address. I contacted J Crew again and the delay was now being blamed on the protests in Hong Kong but they had previously claimed a delivery had been made and Hongkong Post and UPS had been able to deliver mail. Ironically they blame the protests but the previous weekend they sent out a 20% discount code for use in their stores in Hong Kong which nobody could get to and to use online but they are stating they cannot deliver due to the protests so what was the point? After sending a further email to J Crew customer service and receiving no help they left me with no other option than to pursue the matter with my credit card company but I received a threatening reply telling me if I chose this route I would be blacklisted and unable to order from them again. After a further 1 week I got hold of the courier company who again were insistent the item had been delivered I explained this was not the case and if they were insistent I would have to involve the police as I was being made out to be a liar and thief. I sent an email to the courier company and J Crew informing them of my intention 5 hours later the package turned up at my address. I wrote a formal complaint to J Crew and the courier company and ironically after contacting J Crew and them stating they had no means of contacting the courier company I was copied into an email that J Crew sent them. This is a despicable company that treat their customers with utter discontent and after being made out to have committed a criminal act they had not had the courtesy or good manners to reply. They have already closed 2 stores in Hong Kong and when I read of the trouble this business is in it is hardly surprising based on the customer service provided. Avoid.
Made the error of ordering online. Small package - 2 pairs of slippers. J. Crew very slow to ship - 2.5 weeks for an item that was "on sale," with limited size / color selection, so apparently clearing existing inventory. But OK, wasn't in a big hurry.
But they delay pushed the projected delivery date, 12/17, into a 3-day business trip 12/17-19, and I didn't want the package sitting on my porch for 3 days. So I redirected it to a UPS "Access Point." Paid UPS $5.00 for the privilege, but what the heck.
I get a message - "Delivered to the Access Point, 12/17." All is well. I get a message the next day - "Returned to Shipper, 12/18. WT[letter generally understood to indicate a bad word]? What good is a pick-up point that holds a package for 24 hours? It's supposed to be available for 7 DAYS!
At this point, except for the slow shipping, no problem with J. Crew. I call UPS. "Yeah. Huh? How about that, they sent it right back. Well, you'll have to work with the shipper, now, it's out of our hands." Well, it wasn't, actually, it was in one of their trucks headed in the wrong direction, but apparently turning it around was beyond UPS's ability.
Then comes the horror of dealing with J. Screw-up Customer Disservice. E-mails, phone calls, nothing worked. Could barely get a response, let alone any help. Finally, on 12/27, I get an E-mail -- "Best news ever: Your order has arrived!" The literal title of the e-mail. I went back to the UPS Tracking #, and sure enough, it had arrived and been signed for... AT J. CREW. The Customer Service [word for a person of low intellectual ability] could not tell a return to his own employer from a delivery to a customer (several states and >2,000 miles apart, BTW).
More calls to J. Crew. More run-around from people who obviously could not retrieve basic information about their own orders and shipping. FINALLY reached a guy who seemed both competent and willing to help. But at this point, 26 days after my order and with my package back on the wrong side of the country, I decided J. Crew had had it's one and only turn at bat. The helpful man agreed to a full refund, I ordered an equivalent product from Amazon, and I expect it via free Prime 2-day shipping tomorrow.
Meanwhile, some OTHER [another word for a person of low intellectual ability] at J. Crew finally got around to responding to an earlier e-mail, obviously completely unaware of the refund / cancellation, and offered free overnight shipping to get the package back to me. That would have been either 29 or 30 days after I placed the order, and it MIGHT have gotten here on the same day as the Amazon order I placed yesterday. Mind you, the offer was only for free SHIPPING -- I was still going to be charged the full cost of the order, after all the crap they had put me through.
HORRIBLE, INCOMPETENT, UNCARING customer service. Never again. If they were all as helpful as the LAST guy I spoke to, they might be OK. But obviously their staffing is such that you have to kiss half a dozen frogs before you find a Prince, and I have never had that kid of FAIL with Amazon.
(As a side note, during the time all this was going on, I got 15 SPAM e-mails from J. Crew trying to entice me into buying more of their junk. Obviously no hold-up with the selling, just with actual customer service.)
Love this store
Seriously the best winterwear a guy can buy, bring them back!
The service is great and awesome stuff!
Got some awesome hoodies from this place! Highly recommend
I love there accessory and the prices is good
I being a faithful customer of J crew for more than 30 years LOVEEEEEEE THEIR BEAUTIFUL CLOTHES
Too darn expensive!
Should've bought more this time!@!@@!