Yesterday, a customer service rep from the call center wrote on this blog. I contacted her with the following message:
Hi! Wow, I am so happy that you came across my blog. Would you be willing to give me some insight into what has been happening at J.Crew lately? Please let me know. I am sure my readers would appreciate any information during this chaotic time.
I thought it would be great for the readers of this blog to receive direct feedback on what is happening online. Here is what she wrote. If you have any additional questions for her, please post them in response to this post. I will forward them directly to her.
Yes, I would be happy to do that for you!
What I have been telling my customers (passing along information that I have obtained) is that J.Crew is in the middle of a HUGE change – company wide. It really depends on your issue with J.Crew for the reason… If you had delays or issues with shipping it’s because of the communication errors with the computers. The distribution center’s computers (where the package and ship you your stuff) are not communicating with our computers (your computer at home via internet and my computer at the call center). So it’s causing a lot of problems…and it’s unexpected. For example, a lot of customers are ordering, say…4 items and only receiving 3. Even though when they placed this order over the phone or over the internet…and everything says that it is available, the inventory just isn’t right for some items (because of the computers not communicating). But don’t worry because J.Crew is fixing all of these problems every day! If the order goes into complete shipped status, then you are charged for the whole order – which is a problem, because we only charge when we ship. As soon as this occurs, and we are able to go into the order, we credit the customer back. But most of the time…the order is in a partial shipped status, which means that the computer is kinda waiting for that item to become available, but it never will be. So in that instance, the customer is never charged.
It is just very frustrating, especially now with the final sale going on, because you think that you are getting a great deal and then you never receive it because it actually wasn’t there! I personally apologize to everyone and on behalf of J.Crew! We had no idea that things were going to be this chaotic!
I promise to everyone…we are all working overtime hours to help get all of this straightened out. And if you have a problem with your order, just call us … if there is something else that we can send to your for a % off or anything we can do to make up for what we didn’t do…just call!
If you would like to know anything else about the situation or anything really, just let me know!
And as for the suggestions for J.Crew…please please…
email us at:
They actually do read every single e-mail. We record every time someone makes a suggestion about something…whether it’s in regards to the website, the fit of certain pair of pants, whatever it may be…they make a note of it and keep track of how many people feel the same way. So it’s very important to let us know that you have these suggestions, because I can promise you that a lot of other people feel the same way and have already told us, we are just waiting for a little more feedback.
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Pat says: 
Leigh 
Pat 
Caroline 
Christine 
Rae 
CS Rep 
Ana 
d_archangelo 
