A JCrewAholic’s Email to Mickey Drexler

Posted by Siv on February 20th, 2009

49 comments

A reader of this blog, Maggie, recently wrote an email to Mickey Drexler about the quality of some of the clothes that she recently purchased. Her email was so witty that I had to share. Please read below! And thanks, Maggie for allowing me to post it!

Make sure to read the responses from Mickey!

From: Maggie
To: Mickey
Subject: Its not me; its you.

Mr. Drexler,

Let me first begin by saying: I LOVE JCrew. And I don’t mean in that flighty, write your name all over my notebook kinda way. No sir. We’ve been having an affair since I had babysitting dollars burning a hole through my Jordache’s. Its been long-running, passionate, (sometimes naughty) and usually happy relationship.

Until now.

I’m well aware you’ve retooled a boring and dying brand into something exciting, beautiful and full of things I want to wrap around my body. Why, what would I have done in Barbados without your aptly named shorts? Surely, I’d never go dancing in anything but your day to evening dresses? Work wardrobe? Please! I would’ve arrived to the weekly marketing meeting in only my Victoria’s Secret if it hadn’t been for JCrew. In fact, memories of my OWN wedding would be dulled to a faint halo without my matron-of-honor’s cream colored (she picked the color) strapless, A-line masterpiece. You get it. You understand that color is critical; style, cut, fit and details are the reasons I’m ready to whip out my Amex (or JCrew card as it were).

Yet, have you ever worn and washed JCrew, Mr. Drexler? Do you put your beloved threads through a front-loading, non-agitating washer on delicate, cold, practically hand washed by GE itself only to find that after 1 or 2 wears your beloved tissue tees show holes? Or the adored cardigan becomes something in poor comparison to one of your weaker moments at Target? I dare say you haven’t.

Its heartbreaking, Sir. And there are only so many times you can tell yourself “Oh, well. I bought this on sale.” or “Drat! Another reason to head back, I suppose” No, Mr. Drexler, I simply can’t do it to myself anymore. Or you. Its just not fair to US. The quality of this relationship has just turned into one insulting mess. Mostly insulting my hard earned Benjamin.

It pains me to say it but, Sir, please inform your Accounting Department that, effective immediately, there will be a several hundred dollar drop in monthly profits, for I have chosen to take my business elsewhere. Mostly to newer and smaller designers who understand the value of my 40 bucks (perhaps because they do their own laundry?). And while I will mostly certainly miss your romantic silhouettes, hot pink cashmere and perfect pencil skirts I will not for one minute miss your brand of condescending quality.

Here’s hoping you woo me back.

Maggie

Mickey’s response to Maggie

From: Mickey Drexler
Subject: Re: Its not me; its you.
To: Maggie
Cc: Scott, Brittany

Hi and sorry to hear how you feel-and appreciate your taking time send email-surprised you would think I don’t wear or wash JCrew-i do everyday not because I work here but because I love our clothes-
And I am a “quality obsessive”-
Only ask you, if willing, to speak to one of my associates as would love to get specifics- am also very curious what designers give you a “price/quality relationship”-
In any case would love to learn more about your experiences that led you to send email-
Mickey
————————–
Sent from my BlackBerry Wireless Device

Maggie’s response to Mickey

From: Maggie
Subject: Re: Its not me; its you.
To: Mickey Drexler

Mickey,

Thanks a million for listening! I don’t want to leave ‘the crew’ and would be happy to speak to anyone about the frustrations. (mostly cost vs. wear and tear). Any of your associates can call or email me whenever they have the time.

Thanks for the personal response. Enjoy your sun filled, wintry day.

Mickey’s response to Maggie

From: Mickey Drexler
Subject: Re: Its not me; its you.
To: Maggie
Cc: Scott, Brittany

Of course! If don’t listen how learn-
Brittany/Scott-please call Maggie together-and keep me posted-thx

Mickey

————————–
Sent from my BlackBerry Wireless Device

Posted in Behind the Scenes, Mickey Drexler

You can leave a response, or trackback from your own site.

445449 Responses2009-02-21+01%3A00%3A02Siv to “A JCrewAholic’s Email to Mickey Drexler”

Sarah*I"mOver It* says:

February 20, 2009 at 7:45 am

Amen, sister!!! I’m tired of paying hard earned money on pricey but poor quality clothing.
Please keep us up to date on whether Mr. Dexler responded or not!!!

Reply
kirbydog says:

February 20, 2009 at 8:02 am

WOW! What a fantastic letter, I couldn’t agree more. You put it so well, with so much class and humor! Here, here!!

Reply
Jill says:

February 20, 2009 at 8:31 am

That is fantastic. Has she heard back?

Reply
roxy says:

February 20, 2009 at 8:43 am

Last weekend I was at J.Crew and overheard a pretty heated argument between a customer and a SA over the quality of all the chiffon items. The customer was basically asking why J.Crew thought it was OK to sell items for $100 or more that would look new for at best 3 wearings/washings. I think the customer ended up buying the cardigan which weakened her point. But I think that unless the economy recovers very quickly people will get louder on this subject. It would be wise of J.Crew to act now and think quality for next season.

Reply
mr-sk says:

February 20, 2009 at 10:10 am

I’ve been shopping at jcrew for years, and I dont have any problems w/the men’s items. I wash my dress shirts and pants after every use and, literally, they’ve got like 100 washes on them. They’re fine.

Sucks to hear the women’s items are of such bad quality. Truthfully, no women I know shop at jcrew. They shop at the smaller boutiques. Maybe that’s the reason – I always thought it was the fit. Most women I know (petite) don’t like the fit of Jcrew.

Reply
After5 says:

February 20, 2009 at 10:21 am

It is a really good letter, but I wish she had no reason to write it. If JCrew looses its reputation and quality, where am I going to shop?
I read somewhere (I think on the forum for youlookfab.com) that JCrew has dropped prices on their basics like knits and other things. Now, it looks like they dropped the quality too. That’s a shame. Tonight, I am going to inspect whatever I bought lately at JCrew for holes. I hope I find none.

Reply
Annabelle says:

February 20, 2009 at 10:32 am

Wow–what a great, witty letter!

I’m also in the throes of my own love-hate relationship with JCrew that also began with my babysitting dollars in the mid 1980s . . . I’m pissed off about the permanent, trickling sale that has me paying exorbitant shipping and handling charges up to three times a week, leading to a surprisingly nasty encounter with a member of the so-called “leadership team” . . . And let’s not mention the latest episode that had me on the receiving end of a not-so-gently used item of clothing that somehow popped up in the sale . . .

First, let me say that I hope Brittany Sydnor gets on the case. My own pleas–and threats to say a final goodbye–to Mickey and then John O’Dell got passed along to her. She’s really good at her job, and makes you feel like she really cares. I hope she succeeds in wooing you back, because the thought of living without JCrew is indeed unbearable (didn’t you love those rugbys and mock-ts that witnessed many an embarrassing adolescent moment???)

Let’s hope they woo me back, too.

Reply
rachel pinn says:

February 20, 2009 at 11:28 am

I must confess I have never bought anything at JCrew that was not on sale. That being said, I still expect the quality to be high considering the original prices of the items. I have had few problems, aside from some thinner sweaters tearing at the seam located in the underarm area. Other than that, no complaints. My complaint is with the website. I adore scouring the sale section but have often become more-than-frustrated with the functionality (mostly lack-thereof) of the site. Also, I’ve placed an order only to be called by a jcrew.com employee to tell me many of the items I’ve “ordered” are already sold out. It should not be that hard for a company like JCrew to maintain a user-friendly, capable site!

Reply
tutugirl1345 says:

February 20, 2009 at 11:31 am

I think the problem is really with their knits. I’ve never had any problem with holes in any of their other clothing. Their knits, however, tend to develop holes in the first or second wash.

Reply
LUCY says:

February 20, 2009 at 11:57 am

wow, i thought i was the only one. thank you so much for posting this, and i’m curious if quality/price will get better. i only buy on major sale, and now i’m down to buying swimwear, cashmere, and accessories. everything else falls apart the second time i wear it, and i am sooo good to my wardrobe. here’s hoping!!

Reply
Am says:

February 20, 2009 at 12:04 pm

Thank you for writing to him! It’s so disappointing to get holes in ALL of my t-shirts from the ‘crew after only a few washes! I adore the cut and color — but why the holes? Again — thanks for writing to Mickey!

Reply
Jamie says:

February 20, 2009 at 12:17 pm

yes, yes, yes! I feel the same way, i have cardigans in every color and after about 3 washes they look like crap! not only that but tags have fallen off every sweater which leaves holes, it drives me crazy! I have been wearing Jcrew since the days of babysitting money too! I have friends that always pick on me for spending so much on the clothes and I always say, but its such good quality! something i am starting to wonder about… thanks for posting the email!!

Reply
Maggie says:

February 20, 2009 at 12:25 pm

Hi All,

I heard immediately from Brittany and Scott–say within 20 minutes of hearing from Mickey–and they were very articulate in their care and concern for me as a consumer of JCrew. However, a week later and I doubt very much that this will make any difference.

Mickey’s response–while prompt–was a wee bit patronizing. By saying “am also very curious what designers give you a “price/quality relationship”, he’s basically saying I’m ill-informed because no designer could offer a $40 garment that holds up in the washing machine. Considering I spent most of my dollars on boutique designers I can in all honestly say he’s incorrect.

JCrew has massive production sourcing, and therefore garments should be cheaper made in that kind of bulk. Their profit margins must be astounding. Its just insulting that they don’t think discerning fashion consumers know the difference.

The worst part of his response, however, is how tone deaf he is to what I wrote. I tired to broach a difficult topic by being funny, but then he responds like a humourless executive.

Reply
Puglady says:

February 20, 2009 at 12:58 pm

See, I don’t put anything in the washer except tees and maybe PJ pants. Ever ever ever. Doesn’t make it right, but it saves me the heartache. Good for ol’ Mick for responding. I love that he’s in touch with real customers and reads his emails.

Reply
Annabelle says:

February 20, 2009 at 1:00 pm

Maggie, I didn’t think Mickey’s response was that bad, but I don’t want to discount the reality of your feelings and experience. I think it’s amazing you got a response from him, and I think a tribute to the fact they do care about what customers think (as well as to your great wit). I do hope they listened and might do something about what seems to be an endemic quality issue. For now, did they do anything to woo you back?

Reply
Maggie says:

February 20, 2009 at 1:10 pm

Annabelle,

Your absolutely right. It wasn’t. I’m picking it apart for discussion sake. I was and am very impressed by their approach to damage control. They also seem highly interested in the specifics of what people are experiencing (i.e.; Jamie and the tag experience–me too btw). I gave them a few ideas of what I’ve dealt with but I think they could hear from all of us. I’m only skeptical as profit is benediction in corporate america, and I haven’t a clue if anything significant will change.

Nothing to woo me back so far. They offered a voucher/gift cert but I declined it on principal.

Reply
Annabelle says:

February 20, 2009 at 1:24 pm

Well, Maggie, you are certainly more principled that I am!!!

I wish I could join the discussion about quality, but I am back to buying after a few-year hiatus (two kids), so nothing I’ve bought recently has fallen apart (yet. . . yikes! I’m already sick at the prospect).

My gripes are with the sale, which I think is manipulative. JCrew has always had customer psychology down pat, from the first catalogs to its latest incarnation under Mickey . . . I really think they are strategically putting stuff up/taking stuff off the site, to pique desire, prompt quick sales, and maximize s and h profits. Rachel suggested she is experiencing similar things, but I’m not sure she’s drawing the same conclusions. Is anyone else sick of the constant disappearing/reappearing act that has us buying, buying, buying???

Reply
Victoria says:

February 20, 2009 at 1:39 pm

Maggie, your email was very well written! So creative!

I’ve never had any trouble with the quality of clothes from J. Crew – but I haven’t bought any of their tees so I don’t know if the quality problem is just with those items. All of my dresses/skirts, shirts, pants, jerseys, shoes and jackets have worn very well. The only complaint (and even then it’s not really a complaint, it’s just sometimes inconvenient) is that a lot of the clothes require dry cleaning.

Reply
NickyB says:

February 20, 2009 at 5:13 pm

I have to say I totally agree that their quality has taken a nose dive – I was wearing their rugby shirts and chino shorts when I was in junior high in 85 and yes the quality has change a lot. I am in love with the brand and at times want to crawl inside of the catalogs and live my very own jcrew life (more a testament to Jenna I guess than anyone else) but I have totally completely stopped purchasing some items – specifically cardigans, sweatshirts and t-shirts. They all fall apart or pill up after 1-2 wearings/washings. With the prices they are charging it’s just ridiculous. And you’re right – he is being patronizing about the other relationships you have. I am in advertising and manage our fashion/retail brands – in other words I can smell a snarky ‘question’ a mile away. Yes Mr Drexler you actually CAN purchase a sweater for under $100 that lasts you more than 2 washes (amazing I know…)

Reply
dinsquared says:

February 20, 2009 at 6:32 pm

Way to be a good consumer! That’s fantastic! My gripe is the same as Annabelle’s above, with their “sales”. Where they selectively put certain styles and colors on sale in certain quantities. They declare something is on sale at a certain price, but you click on it only to find out that it’s “sold-out” at that price. I think it’s deceptive marketing and I think it’s bordering on a “bait and switch”. I don’t think I buy anything full price at J. Crew anymore, and I buy a LOT there. They’re just over priced at full retail, and if you wait long enough, it will go on sale. Are people really buying the “J. Crew Collection”? The really pricey stuff? Strange…

Reply
Jodi says:

February 20, 2009 at 7:43 pm

I have to agree with all the comments regarding the sale tactics, especially the final sales with no returns. This would not be such a problem if the sizes were consistent.
I recently purchased many items during the current final sale. I ordered everything in the same size. The mandarin henley ran extremely small and the chiffon/tissue tanks were HUGE, at least 3 sizes too big and of poor quality! From now on I will only buy final sale items that I have examined and previously tried on in the store. Paying full price for JCrew is not an option. Everything is overpriced. Shipping and handling is exorbitant.

Reply
Bethany says:

February 20, 2009 at 8:52 pm

I have to say that this post validates my suspicions about J.Crew. I fell in love with J.Crew two years ago when my boyfriend got me a scarf and matching gloves for Christmas.

I have only bought items that have been on sale. This past Christmas I got the Button Cuff Marino Cardigan. I told my mom to get it for me on sale and I was sad to find that there was a hole in the arm of the sweater. My heart literally sank. But none the less I still wear it and love it.

The only time I’ve encountered questionable quality was when I receive it in the mail. Not after a couple of washes. The hole in the sweater. Loose buttons, strings of thread hanging off garments. There are multiple things that I own that seem to be in great shape and are keeping up with the wear, but I was a little surprised by the initial quality.

Thank you SO much for posting this. Now I don’t feel like I’m crazy.

Reply
Annabelle says:

February 20, 2009 at 9:38 pm

I’ve been checking the sale every morning since mid-October. Here’s my theory: they’ll have, say, four total of a certain item in a certain size. They’ll put one of them up for sale on the site every 3 or 5 days for three weeks. The customer will see it and not be sure whether she wants it . . . and then it sells out (or it will be in her cart and get sold out from under her, or sold out from under her at the moment she clicks “submit order,” or she will receive a message after buying it saying that unfortunately, you didn’t get it after all) . . . and so she decides she really, really has to have it . . . and then it pops up in a different color, so she buys it . . . or she buys herself a consolation prize or two. . . and then, finally, miraculously, the item she really wanted reappears, and she succeeds (or doesn’t) in buying it . . . My husband jokes (half-seriously) that they must be tracking what I am looking at and strategically pulling my strings!

They’ve hooked me in about twenty times in the past few months with these tactics, and each time I’ve paid s and h–I must have paid the cost of a few cashmere sweaters in s and h by now. I have three pairs of pants in different colors, because the third time I finally got the color I wanted! What makes me even madder is that even though I feel in my gut that I am being manipulated, I still buy their stuff. How in the world have they succeeded in cultivating such customer loyalty?

I have also had trouble with inconsistent sizing in the final sale. I have two pencil skirts–the denim and the metallic fleck–that are too big, and that I’ll probably never wear. I am really a petite, but they have so little in petite that I’ll try a 0 in a bottom here and there. I’ve noticed that the 0s are getting bigger, and pretty soon I may be sized out of the brand (except, interestingly, with JCrew Collection, which I’ve found to be smaller than normal in sizing).

I have bought some JCrew Collection pieces over the past few months on sale–the plaid tweed pencil skirt, Butterfield cashmere jacket, and cashmere wrap. The quality is better than regular JCrew stuff, but the prices are definitely still inflated. A cashmere sweater my husband got me for Xmas was originally $450, I think, and then it popped up on final sale for $150. Talk about a markup!

Reply
Heather says:

February 21, 2009 at 9:12 pm

Ah, I just picked up my sweaters from the dry cleaner and lamented that I’ve worn them at the most three times (cleaned once) and now they look like I’ve owned them for two years and worn the hell out of them.

I’m getting to the point where shoes and jewelry are the only things I don’t expect to look like crap right away.

By the way, LillaP is a knits designer who puts out a wonderful product at a reasonable price and it washes like a dream. So there, Mickey.

Reply
janiel says:

February 21, 2009 at 10:19 pm

I have shopped J Crew for many years. I am a avid shopper always buying things full price. When I buy J crew I usually know I can’t wash it or on the tee shirts the seams will be crooked. Their clothes are not “washable” however, I love so many things about J Crew. It is so nice to know others notice this too. I feel good getting this off my chest…thanks

Reply
janiel says:

February 21, 2009 at 10:20 pm

I have shopped J Crew for many years. I am an avid shopper always buying things full price. When I buy J crew I usually know I can’t wash it or on the tee shirts the seams will be crooked. Their clothes are not “washable” however, I love so many things about J Crew. It is so nice to know others notice this too. I feel good getting this off my chest…thanks

Reply
janiel says:

February 21, 2009 at 10:26 pm

oops….sorry it posted twice…but now i feel twice as good!LOL

Reply
Jodi says:

February 22, 2009 at 8:43 am

Annabelle, I have had some success with listing the poorly sized clothing from the final sale on ebay. It is important to include measurements though. So far, my buyers are satisfied. I always state that the items were purchased directly from JCrew online and package the items in the plastic JCrew bag. It is not a way to make money, just a way to get some of it back. Give it a try with those skirts!

Reply
angie says:

February 22, 2009 at 8:03 pm

I’ve been a J.Crew patron since the 80’s. (When did they start anyway?) Their quality has been declining over the years – I’ve noticed holes in my t-shirts after a few washings, seams coming apart in sweaters, jean rivett coming undone after one wear…etc. Shrinkage seems to be a problem as well. I’m a petite so their pant inseams are perfect when I buy them. After one wash I noticed up a shrinkage of almost 2 inches! But not always. Some shrink more than others. It’s hard to predict now what inseam they will end up after washing. I thought I was the only one noticing their inconsistent quality … I do like their customer service, though. They are really good with alterations. Also has anyone noticed why their jean sizes are always off? They equate 2 = 27 which is not true.

Reply
Frustrated says:

February 22, 2009 at 11:40 pm

I just have to say that this company is amazing. Mr. Drexler is one of the most talented, intelligent, fashionable business men alive. Shame on you MAGGIE for saying such tacky things. If you would like to buy the really amazing pieces from collection, since you shop at boutiques, and not cry because your tissue tee got a little hole in it after you put it in the wash. Update: No one cares if you wear tissue tees. They should be bought in bulk as staple items. Quit making a big deal about such a small thing. Didn’t you say that you had once bought some things at Target? Gross. Those of us who aren’t cheapskates still love J. Crew! Maggie if you want to come go shopping with the big spending girls let me know…

Reply
MAGGIE says:

February 23, 2009 at 8:09 am

Hi Ladies!!

Its obvious “frustrated” (aka ANON?) works at the big crew and after I forwarded her ‘lil note to a former JCrew designer, who also happens to be a good friend AND a successful designer in his own right, he mentioned this is how they generally treat complaints/consumers/suggestions. And while they do damage control to some degree, ultimately they don’t care because there’s always some sucker, erm sorry, “big spending girls” out there who don’t value their clothes, their money or themselves.

Reply
Heather says:

February 23, 2009 at 8:55 am

Frustrated sounds like a real ass. If you can’t wash J Crew clothes, and you can’t dry clean them, then what is the point, exactly?

Reply
Caitie says:

February 23, 2009 at 10:32 am

Good mornin yall. I have always read this blog but never commented, but my love for the crew is something I take very seriously so I wanted to respond to some of your frustrations.

The popping up/coming down items on the website are annoying I know, believe me I am on there every morning as well!! But it isnt a mean plot to get you to pay more s and h, it just has to do with supply. A lot of the items are cute and amazing at even full price, so when their price gets marked down, of course they become even cuter haha. The inventory info in the system lags by a couple minutes, hence the disappearing items, but that is true with any high traffic retail site. Then for certain items (big online items) they will ask the retail stores to send all of that particular item they have to the warehouse to be sold online, and as those items come in, they pop up on the site. They update the site every morning around 9am so if you want to see if anything new came in you can check then (I always have an am. date with my coffee and the jcrew sale section haha). What you can also do is call (800) 562-0258, the customer service people, and ask them how many of a certain item is left. If the inventory is really really low, place the order with them on the phone so they can try to get it for you. If you still miss it, you can ask to do a We’ll Find it For you, where they will search all the retail stores in the country for your item, and if they find it they send it to you. Its a free service and takes no more than 2 business days. They typically only do it for full priced items, but if you go into your local crew and explain to an associate the situation, they will go on the red phone and get a WFIFY for sale items as well. Another way to make sure you have the hot items is to get a personal shopper at your local crew. They can call you as soon as something you want comes into the store, set aside items for you, and schedule appointments to put together looks, and its free, yay!

As for the quality concerns, If you get an item falls apart while you wear it, or gets holes after you wash it, or gets a hole from the tag, or button falls off, or anything else or all of the above: take it into a retail store, show them the damage and ask if they can repair it for you or if not refund your money (final sale included). Always hang on to your jcrew receipts just in case, because that makes things easier, but if not they can give you a merchandise credit for the item. All jcrew stores work with a tailor who can do alterations and repairs (free for cardholders), and repairs for defective items are of course free as well. Honestly, they really do want you to be a happy customer and keep you coming back, so they will find a way to work out any issue you are having. I know no one likes to go into a store and complain, but you paid for an item and should be able to use it to its fullest extent! (I wish computer companies had this kind of policy haha!) You just have to be proactive about it and tell them what is going on so they can help.

Finally, my washing advice: first, I am “domestically challenged”, and wash everything on cold, the clothes still get clean I promise, and tumble-dry-low. These arent mountain-climbing clothes or anything, you want to make the washing/drying process as un-stressful for the clothes as possible. Also, aside from tees and of course “unmentionables”, they wont need to be washed every time. My jackie cardigan collection (4 years of collecting = 19 of them… I know its sad) has held up like a champ because I only wash them every few times I wear them. Pants are the same way… especially jeans (which you can do inside out to minimize fading). In between washes I just spot clean if necessary, and steam out wrinkles by hanging things in my bathroom while I shower. A good bottle of woolite is always a super investment too.

Please please please let me know if you had any specific questions/concerns/comments, I can at least try to help. I love J crew and want to do my part to convince others to be jcrew-tastic as well! Yall have a great day now

Caitie
pumpkernoodle AT mac DOT com

Reply
lzh says:

February 23, 2009 at 11:06 am

Wow calling someone out of their name simply because they made a complaint that just might possibly be true? If you she doesn’t like threw away clothing for a certain price point oh well. She is entitled to make a complaint. It is her money after all right?

Reply
julie says:

February 23, 2009 at 2:47 pm

I have been a J. Crew customer for many years. I give up JC about once a year only to find myself back there again six months later. My number one complaint is quality. The items are not worthy of the prices they are charging, and believe me I spend a lot of money on clothes so I know what value items should have. Bottoms tend to be good (shorts, pants, skirts), swimwear is good, even most of the coats and jackets are good. But shirts and sweaters,ugh! I can get better quality at Target and Old Navy. They get you with their argyle or leopard must have sweater or their rose tee, or giraffe cami! The jewelry is another story also, cute designs but cheap, cheap, cheap quality. Shoes are cute, but not worth $100.00 plus, I’d rather buy Tory Burch, Cole Haan, Via Spiga or Stuart Weitzman.

My second disappointment with JC is sizing…I don’t even know why they have a sizing chart online because it is meaningless! In the rolling ruffles tank, I wear an XS, the gathered tee a S, most cardigans a M or L(but you never know). Coats and jackets a 8 or 10 depending on the jacket. Ringspun tees a M. I can basically wear all sizes depending on the item. So each time I get a catalog I write down all the items I want, drive 45 minutes to the B&M store only to find that everything that I want they don’t carry in the store. Then I order it online, pay shipping so I can send it back (paying shipping again) because it was too large or too small. Very frustrating. If only their shipping prices were like Nordstroms .

Third annoyance is three times in the last six months they have shipped me the wrong item. I received the Shipley coat in place of the Lady Day. The Seize the Day tee in place of the Rose tee, and Swimsuit bottoms instead of a swimsuit top. All items were tagged as the item I ordered but they weren’t it. Does anyone at J Crew care about their customers or is this just more corporate greed at it’s finest?

Reply
karen says:

February 23, 2009 at 5:01 pm

OMG!!!!!!!!
I totally agree with you all… i thought i was the only one with that problem…. holes on my $40 plus tshirt.. after a wash… quality of fabric has to improve… that is my major problem with jcrew.. clothes don’t seem to last.

Reply
Kristin says:

February 24, 2009 at 5:47 pm

Hey Everybody,

I think everyone here has valid points but I personally feel (and this is only my humble opnion!) that the quality of J.Crew far exceeds that of many other retailers. I noticed that many of you have commented on holes in some of their knits, I can honestly say that I’ve only had this happen with one of my j.crew tees while EVERY single one of my Old Navy and Gap tees have had a hole on them within a month of purchase. It’s frustrating but so much affects this such as how you wash them and even not-so-obvious things like jewelry, zippers and buttons rubbing against them. Of course things happen and who has time to take all that into account anyway.
With that being said anything J.Crew lacks in quality they make up for in customer service. As Caitie has mentioned in a previous post their customer service is outstanding. Any time i’ve ever had a quality issue with them they take the item in question back no questions asked. They also go out of their way to find items for you and if you order in-store you don’t have to pay for shipping. If you don’t have access to a store here’s a tip for ordering online; before you place an order Google “J.crew coupons”, 9 times out of 10 you will find a free shipping code somewhere that works.
The bottom line is that we all work so hard for our money and we want the items that we buy to last, J.Crew is not perfect, but I think they have far-surpassed other retailers and my expectations.

Reply
janiel says:

February 25, 2009 at 12:55 am

HELLO….Let’s determine what “frustrated” means when saying shopping with the big girls. That would be me…true religion jeans,$1,ooo shoes and bags you get the picture… J crew is just for the little fun stuff…not big girl shopping territory… Maggie does have it right on…J crew quality lacks..but I still like it …and I think we are all entitled to our opinions, why attack someone for the way they think? Silly little girl…Oh i mean Big spending girl

Reply
sabrina says:

April 1, 2009 at 1:36 pm

whats his email address.. i want to ask him a question too..

Reply
aware says:

April 14, 2009 at 11:39 am

I would first and foremost like to say thatI have read all of these posts and you are all right. But lets take into consideration how we treat our garments after we purchase them: are they really the right fit? Do you find yourself pulling or trying to stretch it out after shinking it to death in the dryer? You are right these are expensive clothes, they are not meant to be teated like your Target clothes! Shopping online is frustrating and if you don’t act in the moment its more likely than not that you won’t get it. This is a big company and everyone is looking for a deal so if something is on final sale, scoop it up before its to late. Oh yeah, any time you have a garment that has any kind of imperfection or damage or the fact that you destroyed it…take it back complaining or not! They will take care of you! Its their jobs!
I enjoy this site. I feel that writng to Mickey is probably a waste of time but kudos to you for trying to make it happen. You would’ve been better off going into a store and trying your luck that way.
Too all the angry ladies out there: Be nice to your clothes and they will be with you for a verry long time.

Reply
Julia says:

June 30, 2009 at 8:59 am

I’ve been buying a lot of J Crew including 6-7 sweaters over the last 8 months. Of those sweaters 3 have holes and one is without a button. I have to say that none of the sweaters has been washed yet so laundy cannot be the reason for the poor quality. I am very, very disappointed. I will shop elsewhere. I have a sweater from Banana republic that I wear on a regulr basis. That sweater has been washed numerous times and is still holding very well. Sorry J Crew, cute things but poor quality!!!!

Reply
Julia says:

June 30, 2009 at 9:07 am

I have 3 sweaters with holes and one without a button. None of the sweaters has been washed. Very, very disappointed. Actually, I’m really pissed. Sorry J Crew, I’ll be shopping elsewhere.

Reply
kat says:

July 30, 2009 at 6:40 pm

so, people, how do I get in touch with Mickey…After reading this I would like to have a word with him too… His email anyone?

Reply
Linda says:

August 3, 2009 at 8:44 pm

Hi Girls,

I have been reading through your postings and I have a problem with the coat I bought last year ($300). It’s a beautiful wool red 3/4 coat with a collar that can be worn up or down. Had it cleaned and put it on and the collar will only stand up now. Cleaners says its the manufacterer. How do I get in touch with someone at the headquarters of Crew? The store manager would not even talk to me in the store.

Thanks

Reply
Maggie says:

August 4, 2009 at 8:46 am

Linda,

Call Brittany Syndor or anyone in the quality control department. Tell them the store wouldn’t work with you. The store personnel are trained to accept any exchanges or returns no matter how used. You should be able to find them on the website.

Reply
K says:

October 9, 2009 at 11:51 am

I’ve only bought a wool suit, wool coat, a silk dress, many bathing suits, and a couple of sweaters from J. Crew. There was a “dream” cardigan I bought on sale (and it was no “dream”) and it was the only item thus far to develop a hole. I think its because I dry-clean the rest.

I’ve had problems with buying from the website though. I too have ordered something only to have them send me an email later saying that the item was no longer in stock.

Reply
Susan Coopersmith says:

November 11, 2009 at 4:18 pm

I just bought 3 shirts from J. Crew today. I’ve never shopped there before. So I’m new to J. Crew. I did a search to see if they are prone to a lot of shrinkage, and found this thread. Needless to say I will be very bummed if these shirts get holes in them after a few washes. I will also be bummed if they shrink a size. Should I take them back and size up? Should I just take them back period? Who can afford to waste money in this economy. Advice from anyone would be appreciated. I’m disappointed b/c I loved the cut and fit of the shirts. I’d hate to lose them, but If they’re going to shrink or fall apart then what’s the point. s

Reply
antivirus 2011 says:

September 25, 2010 at 5:15 pm

I have shopped at J Crew, I think just twice before, but after an unexpected outcome of the after wash quality of the sweater i bought which happens to create a holes and looks like a crap already, I never had shopped again at J Crew. Hope that Mr. Drexler could grab some vivid realization of the quality of the products they’re being produce.

Reply
Lourdes says:

January 27, 2011 at 1:53 pm

Well said Maggie. And, Thank you! I got to this site after looking at another J Crew ad and wistfully thinking, ' I won't throw my money away anymore…no matter how much I love the style'. The quality is not the same. I expect my clothes to last. I use to get that from J Crew. That J Crew look, the way a button hole was finished or my fitted jacket hung; stunning! No more. Now I have little loose threads everywhere and yes after washing might as well use the garment for rags. It use to be that I could wear my J Crew clothes until I decided to give it up. Not because I wore it once, washed it and it never looked the same again. I too took my Benjamin elsewhere Unfortunately, I have not found a happy replacement. But I cannot justify the J Crew expense.

Reply