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.