J.CrewAholics

The media coverage of J.Crew’s apology has been overwhelming.  Check it out below.

On Women’s Wear Daily: Drexler Apologizes for J. Crew Web Site Glitches by David Moin

On The Washington Post: J.Crew says sorry by Ylan Mui

On Internet Retailer: J.Crew devotes its home page to apologizing for web site glitches

On The Boston Globe: Clothing seller apologizes for problem-plagued order system by Bloomberg News

The last article is posted below.  I just wonder if the “inconvenience is so unacceptable,” why they don’t consider taking the site down while they fix the problems?  There’s no sense in angering customers when they place orders for items they will not receive.

NEW YORK - J.Crew Group Inc., the clothing retailer run by former Gap Inc. chief executive Millard Drexler, has apologized to customers, asking shoppers to excuse problems with Internet and phone orders in the past few weeks.

“We know we’ve let you down,” Drexler and president Tracy Gardner said in the apology, sent to customers by e-mail yesterday and posted on the company’s Internet site. J.Crew is making “enhancements” to its site and call center and “unfortunately, encountered some bumps along the way,” they wrote.

“We’ve made some mistakes (too many in our mind),” the executives wrote. “Please bear with us as we work through these issues.”

The retailer’s website wasn’t accessible as of 1:47 p.m. and showed a “Be back soon” note. As of 2:30 p.m., the site worked and had the apology note on the home page.

On Wall Street, J.Crew, a men’s and women’s clothing retailer known for khaki shorts, chinos, and cashmere sweaters, fell $1.11, or 3.7 percent, to $28.98. The stock has dropped 40 percent this year through yesterday.

In the first quarter, Internet and catalog sales made up 30 percent, or $100.9 million, of New York-based J.Crew’s total revenue.

A recent upgrade to search and zoom functions online has caused some issues when shoppers place orders, J.Crew spokeswoman Margot Fooshee said in an e-mail, without elaborating.

“In our eyes, any inconvenience to our customers is unacceptable,” she said.

J. Crew opens at Galleria by Marlena Chavira-Medford

If you’re a fan of J.Crew you no longer have to make the trek to NorthPark for your shopping excursions. We just got our very own J.Crew at the Galleria. The store opened yesterday and is located on the first level of the mall, right next to Saks Fifth Avenue. And just a handy little FYI, J.Crew always gives 10% discounts to college students with proof of ID.

The newest location is at 13350 Dallas, Parkway, TX 75240.  The store’s phone number is (972) 385-0438

Texas now has a total of 16 J.Crew locations, 5 of which are Factory outlets.  I just called the store and it is fully stocked with new Fall merchandise.

Happy shopping!

Enjoy free shipping with code SCHOOL on a purchase of $100 or more.
Free shipping offer expires at 11:59 pm ET on 8/7/2008.

As an avid online shopper, I thought it would be a nice idea to write a post describing some of the changes I would make to the J.Crew and its website if I were afforded the opportunity.

1.  Advertise Free Shipping or Promotions

Many online retailers do this.  Nordstrom offers free shipping on every order of $200 or more.  This is always the case, year round.  A holiday does not need to be approaching.  It’s just a standard on their website.  Bloomingdales also promotes its free shipping code, when valid, on the front page of its website.  Zappos even goes as far to offer free return shipping on every purchase, and that’s after receiving free shipping on every order no matter how large or small.

These free shipping offers are either a standard or promotional.  And when they are promotional, they are advertised directly on the website.  There is no need to search the blogosphere for them.

2.  Offer a Sale on New Items

Nordstrom has been doing this for many years.  Every year, at the end of July, the retailer hosts an Anniversary Sale where it offers the newest looks for Fall at end-of-the-season prices.  It’s a great way to drum up sales during a very slow time in the retailing world.  I was just at the store the other night and purchased a pair of Ugg boots for $120.  When prices go back up on August 4th, they will be $180.  It was quite the steal.

Banana Republic even offered a similar promotion where shoppers could take 30% off their purchase of items from its Fall Collection.  I only learned of this after going into a store and seeing the signs everywhere.  My boyfriend wanted a pair of shorts, which I swore he would not find this time of the year.  Sure enough, Banana Republic offered shorts in its Pre-Fall Collection and he got them for 30% off.

What are other retailers doing right?  What keeps you going back to them?  What are some other suggestions you have for J.Crew?

J. Crew opening first Miss. store today by Elizabeth Crisp

Casual attire icon J. Crew will open its first store in the state today at Renaissance at Colony Park in Ridgeland.

J. Crew — a retailer of women’s, men’s and children’s apparel and accessories — is among the latest companies to make their foray into Mississippi by opening a location at the Renaissance open-air mall.

White House/Black Market, Apple computers and I.O. Metro Furniture also are firsts for the state.

Renaissance opened in March with fewer than 20 of the mall’s 60 retail businesses ready.

Since then, local and national retailers Migi’s, Material Girls, Pink Bombshell, Francesca’s Collection and Banana Republic, as well as Ruth’s Chris Steak House have opened.

J. Crew started in the 1980s as a catalog outfitter. Today it has about 200 retail stores across the country.

J.Crew opened its first store in Mississippi yesterday. The exact address is 722 Clayton Ave,Tupelo, MS, 38804.  The store’s phone number is (662) 840-6119.

Welcome to the J.Crew family, Mississippi!!

I was not surprised to see this email in my inbox from J.Crew this morning as the same message was posted on the front page of the website since last night.  With the update of their new system, customers have had to endure long waits on the phone and vague replies from their contactus@jcrew.com email address.

I have only encountered some minor challenges since I placed a few orders last Friday morning.  Here are the gory details.

I placed order #1 for two wedding dresses, the Fontaine and Madison dresses.  The only dress that arrived yesterday morning was the Madison dress.  It arrived in a huge box so I assumed that both were in it, but there was only one.  However, the packing slip said that I was charged for both.  I called customer service, where I waited 20 minutes before I was connected to a special occasion consultant.  She immediately apologized and shipped the other dress with free overnight delivery.

The same thing happened with order #2 which arrived today.  This order was for two Ecole Jackets: one in the Herringbone and one in the Donegal tweed.  Again, I only received the Herringbone.  This time, the packing slip only listed the one jacket, but the order total reflected that I was charged for two jackets.  It was quite frustrating to see that.  After another 20 minute wait, the customer service representative apologized and shipped the missing item with free overnight delivery.

Overall, I was satisfied with how they handled my situation.  The shipment of both orders was very timely.  I placed the order on Friday and here I am on Wednesday, with both of my orders completed.  I know that others may be very frustrated, but a little patience, everything will work out.

I am happy to see that J.Crew is willing to admit their faults and attempt to resolve issues as they occur.

$4,500.00, Item 12285

Shifting Gears: J. Crew To Sell Vintage Rolexes Online by Gabriel Bell

Wasn’t it Mark Twain who said, “Two’s chance, three makes a trend”? Well he should have. As of now, J. Crew is officially in the “chance” category, and given the two instances of top-end designer goods now being sold exclusively on their website, we’re waiting for the third. As you read here first, J. Crew released a wonderful collection of sunglasses designed by SoHo favorite Selima Optique. Now comes news from our new friends over at The Frisky that that very same site will soon be offering watches with vintage 70s Rolex shells for a mere $ $4,500 (a decent price considering that you don’t have to scour antique stores to find it). Now we know what you’re thinking, “Didn’t Steven Alan already do this?” Well, you’re right, he did. Still, rip off or no, this is an interesting offering from the national upper-mid-range retailer, and one that suggests future collaborations. Perhaps exclusive Harry Winston pendents are on the way. Maybe online-only Stetsons. Really, we wouldn’t be surprised at this point.

Wow.  Would you order such an expensive item from J.Crew?  With their latest website update and shipping fiascos, I would be very hesitant to have this Rolex come to me via UPS who is very quick to just leave pacakges at my doorstep.  I would have to think hard about this purchase.

What are your thoughts?

Ever wonder whose behind those great pictures of the models wearing the clothes we adore on J.Crew’s website and featured in J.Crew catalogs?

Well, his name is Daymion Mardel.  I just checked out his website and his work is fabulous.  It really makes me want to put on all J.Crew and have him photograph me.

It’s nice to know who is behind the scenes.  Here are a few more samples of work from his website.

This fall, J.Crew also teamed up with Red Wing Shoes to design some men’s boots.  The styles are available exclusively for J.Crew.  The boots are available for purchase in select stores and online.

Red Wing classic Irish Setter boots, $325.00, Item 97962

Red Wing rugged classic boots, $225.00, Item 88346

It finally happened!  J.Crew updated its website!

Fall is now here.  Time to start thinking about your wardrobe!

Right now, enjoy free shippin with the following codes: use CRITTER with any $100 purchase and IJY-150 with any $150 purchase.

*All photos are courtesy of Jcrew.com.