Over at The Consumerist, there is a story posted about a J.Crew customer who recently received 30 pairs of free shoes from the retailer after catching them in a web of lies. Please read his story below.
It started off with me shopping in a store in NJ. I really liked the sneaker there but the store was closing and I had to head back to Brooklyn. The sales associate told me to just go online and id be able to get the shoes for same price via website. They were 50% off in store, plus I had 15 % student discount. I call J.Crew online, and the sales person is super nice. She places me on hold to confirm with store the price.
She tells me that she spoke to the manager and that the shoes were never 50% off. I asked who she spoke to. Hang up and call store myself. Turns out there’s no manager in there by the name I was given
I call back J.Crew. I am told salesperson who i was working with left for the day, only to then find out she’s actually still in. Basically lied to non-stop.
I call CEO (Mickey Drexler). His assistant takes care of me. I have 30 new pairs of sneakers now.
This is a classic example of the policy and price inconsistencies at J.Crew. Some stores charge shipping of full price items, while others do not. Some stores match online prices while others do not.
On top of that, the website does always work. It’s always down and/or forbids online customers from browsing. (See “J.Crew Forbids Access to Some Online Shoppers.”)
This leads to an extremely negative shopping experience at J.Crew. Perhaps, it’s time for J.Crew to issue another apology. (See “J.Crew Admits Their Woes.”)
Personally, I would love to see the retailer post the policies on the website in black and white. It would be nice and clear for everyone: managers, sales associates and customers. I would love to be able to print it out and carry it into the stores with me.
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Jerid says: 
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