Message from Mickey Drexler to JCrewAholics

Posted by Siv on September 4th, 2008

10 comments

Last week, in the entry, “My Email to J.Crew’s Mickey Drexler,” I posted an email that I wrote to Mickey Drexler, CEO of J.Crew. I really wasn’t sure if I would receive a response from him. I was really hoping for one as I felt that my email was very thorough and sincere. Almost immediately, I received the following response from Mr. Drexler.

Hi Leigh and thx much for email and love your comments! In mtg now but will get back to you later-also totally working on our site-
Later
Best
Mickey

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

Believe me, it was so exciting! I felt like I was being heard. Later that afternoon, I received another email in my inbox. Here it is.

Hi Leigh-

Thx much again for email – sorry, was in meetings earlier today. I wanted to take the time to say that we appreciate your blog and love that you’re all fans of ours. As I’ve said before, our customers always come first and frankly, as you know- this has been incredibly frustrating for us as well as for you, I’m sure. Thank you for sending along the thread of suggestions, will take a look when back from my travels. Thx also for info on Twitter, am familiar but have not been on it. Again, appreciate the feedback and just so you know, I am always available-

Best,
Mickey

I did not write him back after that email. I wasn’t sure how to continue the conversation. I am sure that he is a super busy man. I did not to bother him too much.

So what do you think of Mickey Drexler’s response? Should I continue the conversation? If so, what should I say? What should I ask him?

Posted in Behind the Scenes, Mickey Drexler

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77110 Responses2008-09-04+04%3A05%3A28Siv to “Message from Mickey Drexler to JCrewAholics”

Rae says:

September 4, 2008 at 11:26 am

OMG, Leigh! This is major! (Or as Posh would say, “May-jah!!” LOL!) Mr. Drexler has shown much class and sincerity in replying to customers’ emails and such and to say that he’s “always available” (‘love that!), and for that, I admire him and want to buy J.Crew even more!! (That is his ploy, I tell ya.)

Thanks for sharing this, Leigh! Maybe you can thank him for responding and not forgetting us “lil folks” even with his busy schedule.

Yay for Leigh! =)

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Dana says:

September 4, 2008 at 9:13 pm

That is so awesome he responded.. good for you!!

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puglady says:

September 4, 2008 at 9:41 pm

That is so awesome! For such a busy guy to take time out of his day to answer you not once but twice is just great. It says a lot about him, he’s the real deal. Although I will admit I was hoping he would up the ante on your giftcard giveaway (LOL).

I don’t know if I would ping him again unless you have something specific you want to ask him about. Something tells me he wouldn’t mind an email once in a while but that he’s spread too thin to keep up a regular dialogue with everyone who’d like to talk to him. Know what I mean?
In any event, good show.

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Aasha says:

September 6, 2008 at 9:33 am

Leigh,

I think it is nice that he wrote but suspect as puglady said that given his notes I doubt he is going to engage in an in depth dialogue. On a side note, the staff in the San Francisco store told me that he came to visit them there and took the entire staff to lunch and listened to all their feedback and followed up with personal emails to them the next day. They, and my personal shopper, told me the best way to be heard on specifics is to tell a store manager or personal shopper. But I do agree it is nice he answered you. I wish that others of us that spend $$$$$ (I spent well over $20,000 last Fall alone not counting sale) but don’t have a J.Crew card (medical bills on credit), would have access to Mr Drexler’s personal email too….
Have a good one. Oh and the extra 40 on sale items in stores ended on Thursday… they put it down to 20% hence the new email.

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Leigh says:

September 6, 2008 at 9:40 am

Good morning, Aasha! He took the entire staff out to lunch! That must have been such a fun experience! What did they say that he was like?

I don’t like that J.Crew dropped their sale discount from 40% to 20% as I was eying up many items in the store. However, with the discount decrease, the extra 20% off now applies to online purchases, too.

Also, I noticed you have not entered my gift card giveaway. Make sure you do that! One lucky reader will win a gift card courtesy of this blog.

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Aasha says:

September 6, 2008 at 10:13 am

Hi Leigh,
They said he was very friendly and approachable and seemed to be really interested in what they had to say – the conversation started when I was talking to one of the guys in the store about how I couldn’t wear any J.Crew pants as they are too big and they have now started make 00 and 25″ which was one of the feedback comments my PS Lauren had made last year. Anyway, at that lunch this guy (I feel terrible I don’t remember his name – he was GREAT) – he told Mickey that he had the exact same problem with the Mens pants, as he is a small guy, and in his personal follow up email he said Mickey commented specifically on that the next day. So clearly the guy listens and pays attention. I also talked to Erin there, who has worked for J.Crew for around 8 years, starting when Mickey came to the company and was moved to SF by the company and she couldn’t say enough good things about how well they are heard etc. Oh and Tracey the manager there is the person who told me the 40% was ending on Thursday. I get the same great service from Lauren, my PS at Walnut Street in Pittsburgh (SF talked to her and now wants to hire her!!) but clearly as a large store in a big market, the SF staff have had some significant personal interaction with Mickey Drexler. The stock was also actually better than the Madison Ave and Rockefeller stores in NYC that I visited in July.
And thanks, I’ll enter the giveaway. And if you would like some items reviewed, I’d be happy to, I tried on the sleeveless cashmere dress with the bow, the Astrid jacket, many jackets and coats, lots of shoes, some of which I also commented on. Can also give some comments on what some of the graphic tees look like in person. Thanks again for the great blog

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Jenn says:

October 4, 2008 at 2:04 pm

Hi everyone,

I work for JCrew and I can honestly say Mickey is the real deal. He would rather hear the feedback from you- it’s only how we are going to make things even better. I have been to many meetings, lunches and he recently visited my store and it’s always about “what are the custmers asking for?” “how can we do things better?” and “what do we need from him?”. He has sent personal emails back to customers and even call them from his cell phone because he wants to hear from you. It’s great to see you all have such a passion for JCrew like all of us who work here do. If you have feedback we’d love to hear it- contactus@jcrew.com many letters and comments end up on Mickey’s desk.

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Melmyissa says:

May 18, 2009 at 4:39 pm

How can I get Mickey Drexler’s personal email? I would love to tell him about my recent experience.

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Miranda Blackstone says:

May 22, 2009 at 7:41 pm

Don’t you suppose he really has a half dozen minions who are scanning his e-mail and replying back? It’s hard for me to believe an exec with successful company can do his real job and handle trivial correspondence with random customers. Then again, maybe he does the silly stuff and lets his minions do the real work?

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Nicole says:

June 23, 2009 at 10:59 am

How did you find Mickey Drexler’s email address? I would like to email him about an issue I had recently. I don’t want to send it to the “Contact Us” email for fear that my complaint will just get lost in the shuffle.

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