Wednesday, October 6, 2010

"Looking to VENT" with J.Crew

Preface: A big "thanks!" to Ibi who suggested weekly 'Looking to LOVE' and 'Looking to HATE' posts where we could all "deposit" our best & worst current experiences. I think it is a brilliant idea and will try it out for a few weeks. Hopefully this will help out our fellow JCAs! :)

This is the weekly "Looking to VENT with J.Crew" post, a place to share our not-so-stellar experiences with J.Crew.

If you have recently experienced a frustrating situation with J.Crew, maybe you might be willing to share that information with us in this post.

Please feel free to share your story on almost any topic— including poor experiences with purchases & orders, promotions/ offers, in-store visits, transactions with store associates, etc.

54 comments:

  1. Jcrew has ceased making clothes I want to buy. That's it. I think I have hit the j.crew wall. Goodnight!

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  2. I wish J. Crew would have a place for reviews of each item on their website, like Anthro does... would make it so much easier when buying something online and you don't have a store to go to.

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  3. I would like to see JC do a comprehensive customer satisfaction survey - not something that just pops up after you place an order, but rather send it out to their e-mail list. I just completed one for another retailer that had some questions about quality - very interesting! Of course, they'd have to actually do something about addressing the results...

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  4. platforms peeptoes as the "go-to heel" for fall? yeah, 'cos i feel like slipping on leaves and falling on my ass.

    [figured i should post that comment in the "vent" category. ;)]

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  5. Hi. I ordered the Sutton mid-heel boots in the wide calf size (because calves are ginormous). They arrived yesterday and are beautiful, but they are baggy in the front. I'm guess it's because the top is larger and it folds to compensate for the additional leather. They are going back and my quest for boots continues. Guess this is more disappointment than a vent...

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  6. Received silk scarf with 4 long lines of snag marks. Not awful looking but at the ends and not worth the $40 price IMO. Going back. I have ordered 3 silk scarves from JCrew this season with no problems but won't be buying any more!

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  7. Christy,

    I hear ya! I have not used my white card at all. Have not seen anything in the catalog or even on line that I like which is sad as JCrew used to be my main go to store for years. Even last year I drooled over the catalog and at least bought several winter items. Not this year!

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  8. Yeah... most of the J.Crew I've bought lately has been on eBay or at the clearance store where they carry items from past seasons. I have only bought one thing this season that was new, and it was a classic item (double serge pencil skirt). I'm losing interest in the new J.Crew quickly.

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  9. Oh, shoot. I also ordered the Suttons in the extended calf. I hope they lay better on me. I'll report back after I get them.

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  10. I agree about adding reviews to their product pages. Almost every other retailer is doing this now and it is so helpful to determine sizing, especially bc they don't have petite sizing in stores.

    And JC, where are your gorgeous jewel-tone tweed jackets?! I'm stuck scrunging Ebay for additions to my collection!

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  11. JCREW, PLEASE UPDATE YOUR SIZE CHARTS TO REFLECT REALITY!
    I want to buy the cord pencil skirt that's on sale now and according to the size chart, I'm a size 8, but I bought the denim pencil from this summer in size 6P and it fits perfectly. Whaa?? I'm not a petite girl, but the length and everything fit waay waay better than the 8.
    I just bought the Silk Tricotine Hope dress for my sisters wedding in a 4, hoping for the best, so I have no clue how that will work out. Kinda nervous about ordering items that need to fit just right with the sizing in flux.

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  12. I just had to add that I too have been buying a lot from J.Crew but on eBay! I can't help but love some of the past season items that I missed out on. :)

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  13. silver_lining, I wish they would too! But not holding my breath. The interview with Mickey Alexis posted about today says he doesn't put stock in surveys. BUT supposedly he does pay attention to individual customer complaints. Perhaps we should all email our feedback directly to Mickey. You never know...

    I'm close to Christy. I can't remember the last thing I bought full price - nothing they have is attractive enough to me to pay up. Sale is still OK, but I like fewer things every rollout. The last time I remember loving everything and paying FP was fall of 08, which was another story, of course.

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  14. I am glad I over bought in years past! I have plenty to wear. I even had a clerk at Talbots offer to buy some of my older JCrew pieces. Those are never leaving my closet-ha ha!

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  15. LizzyT and JRuby: I have trouble finding boots too....but I had good luck with Anthropologie's Frye Pampas Passage Boot (15.75 circ. around calf) They look very high in quality and have gotten many compliments....HTH

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  16. I'd like to mention that I've gotten THREE (3) 20% off plus free shipping coupons from Talbots in the past 2 weeks. Remember when J. Crew gave those coupons? It works too, I've done all my shopping at Talbots lately.

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  17. Is the fall line worse than spring for womens? is it too edgy? too much of a change from what has worked for j crew in the past? just curious what is not working for j crew and when it started getting bad?

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  18. Stanford, IMO, all of the above! I think quality and styling began to drop off in 09 and has since plummeted. Funny, to me the styling doesn't so much say edgy, as desperately-chasing-fast-fashion. They have definitely moved away from the happy classics with a twist that worked so well. I'm know there are people who have been attracted to the brand as a result, but J. Crew is alienating those customers who built the brand.

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  19. Really dislike the differences in pricing between in-store and online, the ongoing production of disposable tees (make it stop, PLEASE), the markdown games, the new 30-day in-store return policy, and of course...FINAL SALE.

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  20. Stanford, I wouldn't call pieces like the flouncette blouse edgy. No offense to anyone who buys it or loves it but it looks like blouses my grandmother used to wear. And not in a good way. A little bit too prim and proper looking for my taste. What's next, a grograin ribbon worn as a bow-tie?

    IMO J.Crew has really lost its edge. My interest is waning because they are rehashing the same things over and over again and a lot of it I never liked in the first place, like all the ruffles and sequins. Fine in moderation and occasionally, but there is just too much. The loungewear (sweats) as out-and-about wear is also a trend that makes me want to run away. When will that end? Please.

    Quality is declining almost directly in relation to rising prices. The color palette used to be a huge draw and while there are still some nice colors in select items there are a lot of very drab and limited color offerings too. Where is the excitement?

    Not sure if it is worse for fall/winter than spring/summer. It's just worse.

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  21. OMG JCrew...would it kill you to manufacture tights with a gusseted crotch? So that I don't spend the day feeling like I'm about to be split in two? At $26.50 a pair, I don't think it's too much to ask.

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  22. I'm really sick and tired of all the holes and knits coming apart after ONE wash. I am gentle on my clothing and wash pretty much everything inside out, gentle cycle and delicate things in mesh bags. My daughter's tissue fabric tees all have gotten holes along the tag and by the pocket. And couple of my knits have holes by the shoulder seam. I'm so mad since these are no longer in stock and I'd like to keep them.
    JC needs to pay me gas money to drive to my B&M which is 20 miles away one way to make these returns.

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  23. Haven't used my 25% card at all. Haven't had a statement on my CC in months. This place sucks now. I bought the vintage bateau tee a few months ago and it's holey as all getout now. Was going to replace it, but why spend the $ for it? HAven't seen anything I remotely like in AGES. Jenna Lyons ruined this joint.

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  24. ITA with FFM. I'm tired of these price discrepancies online/B&M, ridiculous 30 return policy and please NO FINAL SALE.

    I've been stalking eBay for older JC items too. I at least know quality was not this bad.

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  25. Ashley hit the nail on the head. I think Jenna, and the strange cult of personality that followed her arrival, contributed to J Crew's decline. It's so frustrating because now I can afford to shop at J Crew, but don't want anything and in 2006 and 2007, I would absolutely DROOL over the catalog, wishing I had more money.

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  26. FFM, I completely agree with you. The price discrepancies are ridiculous... and why do items on their first markdown go directly to final sale? Most people haven't even had a chance to try on an item before it goes to FS since J.Crew marks down new items after all of five days.

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  27. Emily, XOXO, I totally agree.

    STYLE – I suppose I could buy a random ruffled and sequined pair of harem pants from JCrew for $200… Or I could get the same thing from F21 for $20, and they might last longer as well. I don’t want to shell out for ridiculously trendy items that I can’t wear in a real-life context.

    What happened to the solid merino wool cable vnecks? How about a basic pair of dress pants? (no, I don’t want cropped boy-cut trouser dress pants. Who wears those?). A classic wool coat in a fun color with some interesting details? A tweed blazer in an interesting but classy cut? (man, I want the Bella blazer so badly – too bad it came out two years ago). The basic wearability of their clothing has gone down a LOT, and it’s one of the things that really used to attract me to the brand – high-quality, somewhat preppy classics with an interesting and/or funky twist. I think I’m way too young to shop at Talbots (I’m 22!), but where else can I get the things Jcrew used to sell? Land’s End Canvas is the only place that looks as likely, but it doesn’t have the interesting and original details that old Jcrew items used to have.

    COLOR -- what happened to the bright jewel tones and interesting prints? It seems that everything they sell now is olive, grey, mushroom colored, or a muted pink/brown that is a bastardization of the true color pink ... Why so drab, jcrew? I used to positively revel in the colors I saw in the catalogs – not anymore. Compare the image at the top of the JCA website to the shots from old catalogs that used to be there! Or even contrast the colors of the image used in this post with the older image from the JCA review post below… Yikes.

    QUALITY – I first noticed this when I bought a JCrew wool coat. In 2007 “Thinsulate lining” included the sleeves. In 2009, I guess they decided that sleeves were too expensive to line and cold arms were the new thing?
    And I can compare things I’ve bought. A cotton sweater I purchased in 2007 – still holding steady, not even a hole. A cotton sweater bought in 2009 – shrank the first time I watched it, currently sprouting a hole under the arm. Note that the 2009 sweater was about $30 more than the 2007 one, and way poorer in quality. Similar issues with t-shirts and various other items.

    An aside: JCrew seems to be attempting to target what they think a younger, more fashion-forward crowd would want. Well, I just graduated from college, and am often complimented on my style. Two years ago I would get the JCrew catalogs just to drool over them – they contained exactly the sort of things I’d want to buy. Now, however, the Crew has ceased to impress me. And I haven’t gotten any less cool or fashion-conscious, I promise! But I do think I’m too young to be this nostalgic…

    Sorry for the essay! Maybe I should send it to Mickey.

    ps. I think it all started changing after Jenna arrived, too!

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  28. Well, golly moses, it's like a race as to who can take this company down faster: Jenna or Mickey?

    All this edginess in their design has left ME feeling edgy.

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  29. Ashley and Summer,

    I have not used my white/red or whatever color :) 25% off card either. Nothing I have to have. Just really disappointed in the offerings right now. I need to get to a store b/c maybe actually touching/looking would help but I used to get excited by the catalogs and not even looking through them multiple times has helped! Was in store last in early Sept. (I believe around then.) Did not buy anything....

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  30. Emily, I could not agree with you more. Same exact thing for me: back in 2006-2007 I wanted everything but couldn't afford it. And now that I can afford more items, well, in addition to the waning number of items I know I will enjoy for more than 5 minutes, they all seem to be falling apart on me anyway! Every single tank and tee I purchased from the spring/summer collection has one or more holes - and the best part is that they all have a hole in the same place, right where the tank top overlaps the button of my jeans (and not just one particular pair of jeans- it's happened from all of them). Did I miss the memo, are we not supposed to wear tanks with jeans anymore because they're too delicate?? Never thought my Madewell bottoms would bring sudden death to my JC tops ;)

    Two of my cashmere sweaters from last fall have also recently bit the dust by way of holes. Mind you they've only been worn for a few months out of the year. One of them I paid FP for and I am kicking myself now, and the other was from an outlet (liked the fit better than retail- it's a cashmere Jackie I think?) but I still paid $99. I remember back when I was in college, I would splurge on a cashmere sweater here and there because I knew it would last for years. And it did. I miss those days so much! And now that I'm 31 and have a better handle on what styles I will enjoy for years to come and not just in the moment, it doesn't seem to help because the items never last more than a year anyway. So frustrating! If only I'd had the insight to save those sweaters from college...

    On a funny note, I posted a review yesterday of the Silk tempest skirt, i.e. the I'm-wearing-a-diaper-and-it's-full skirt. Well I emailed CS and they're letting me return it but once again I got the one-time courtesy schtick. Can they let that go already? I should mention that in my email I pointed out that the model pictured online has her arm covering the skirt in side view so you can't see the whole diaper effect, and since I couldn't try it on before returning how was I to know? But hey, at least they ok'd it! So no complaints there :)

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  31. Please refer to Tuesday's Reviews section for more posts (not mine) that I might describe as vents: clothes falling apart after a few wears or one wash, cashmere that is not as bad as it's been, hems coming out but fixable if brought back to store… Maybe the reviewers didn't start out to vent, but when you say something is not bad for the price instead of WONDERFUL I LOVE IT, or well, it's wearable but with a tank or under a jacket, to me that's not J.Crew love. It's giving up. And actually a number of the recent Love J.Crew posts describe episodes where a JCA got something dubious and made it work, or a SA or CS came to the rescue in a not-so-good situation. Why should this happen? It's good that it can happen, and more often than not the JC staff is grand, but should we rely on it? Would it not be better to buy something that works the first time?

    Now a little vent: worked over the wknd and wanted to run to a J.Crew -- any J.Crew -- late Sunday. Checked website, couldn't find store hours. Apparently J.Crew does not post its store hours on the web. Pal in adjoining office verified this by checking with CS, and I stood there while CS told us that J.Crew has no way of knowing when its stores are open. Or closed. Wow, this is hands-on management. Neither of us wanted to call 4 or 5 stores to be sure of an hour's shopping, and since my Broomsticke is in the Shoppe for its pre-Hallowe'en tuneup, I just trudged home. Question: shouldn't J.Crew know when its stores are open? If there are special holiday hours, how difficult is it to add that to the website?

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  32. FMM: DITTO! I've just lost interest because of the pricing craziness...

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  33. My friend ordered me a blouse from j crew for my birthday and had it shipped directly to me from the company. I got it in the mail and there was literally NO tag on the blouse to be found, and where there was suppose to be a tag through the blouse there was a big ol' hole... I mean I it was final sale (still- a 90 dollar final sale blouse) but I didn't realized that final sale meant "since we are not accepting returns anyway you can take this crap sans tag... " what the H?

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  34. wellfedfred - not running to JC's defense (I have many o my own issues these days) but the store hour issue is probably something that is difficult for them to track because the hours of a JC store in a leased location are going to be dedicated by the landlord, not JC.

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  35. Citychic,

    I feel for you--esp. when receiving a gift...I have experienced the same exact thing over the years with final sale items. I got so tired of it I quite buying final sale a year ago. Just couldn't take all the problems/issues/defects anymore!

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  36. It is nice how Talbots rewards their best customers...I got free shipping and 20% off anything for the month. I have not nearly spent the quantity of money I have had in the past with JCrew and I have great benefits. I even got a $25 dividend that lasts 13 months from using their charge card! (balance paid in full each month so no issues there;)

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  37. I tried. I really, really tried, but there is nothing that I want to use my 25% off card on. I'm not a stick-thin 20-something, so a lot of the clothes aren't aimed at me. I have more disposable income than the usual 20-something, so why not target me as a customer like they did in the hey-day of the '06 - '08 era?

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  38. As a huge JC defender this season, I've gone to the dark side. Not receiving a discount card after all I've spent really took a toll on me that will extend far beyond the October 11th expiration. I really am unhappy with JC and how I feel they treated me (and others!) with this. I'm so happy for those that got it but it's hard to read the posts from people that are getting cashmere sweaters for $50. JC, you really burned some bridges here.

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  39. himmiefan,

    I am in the same boat as you...did not use mine. (Great sweater sale in store but I need another sweater like I need a hole in the head.) I just could not find anything I LOVE or had to have!

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  40. My beef of the week has got to be the inconsistencies in applying promos in B&M Stores vs online vs phoning your PS, etc. I was just reading on the "Love J.Crew" discussion, that someone is scratching their head about trying to get free ship using the red phone, and that it was dependent on the SA's "mood"/disposition. *Snicker*

    So if you were one of the lucky ones who got a 25% off red/white card, and made it to a B&M, you could snag (pun intended) a sweater that's currently on 30% off promo, for say, $50, while online, it's still $99. Mickey must think we're blind/deaf/disconnected.

    Sorry if I come across all bitter balls but really. REALLY. Enough is enough.

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  41. Closet Crisis, well said. For example, there are conceivably 3 different prices that one could pay for the Arrow sweater:

    $138.00 online
    $96.60 in B&M w/o red card
    $72.45 in B&M w/red card

    or who knows,
    $79.99 for black Arrow online
    $60.00 for somebody that orders the black via the red phone with red card, or
    $42 for somebody that's able to order the black via the red phone and red card that gets the 30% and 25% red card applied

    *twitches*

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  42. This comment has been removed by the author.

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  43. re: store hours -- Talbots and Anthropologie have posted store hours in their web site store finders. I looked at them for comparison because they have both mall stores and neighborhood stores, and because frustrated JCAs seem to head there...

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  44. silver lining,

    That is one great little comparison price list for just one item. Imagine the lists that could be made for most of JCrew items right now!

    On the looking to LOVE people are also posting about the great cashmere deals. Now matter what $50 for a pilly JCrew cashmere sweater is not a deal to me. I paid full price in 08 and again Hoping for better in 09 and my cashmere sweaters look like crap.

    What can people be thinking????

    I remember Gigi saying she has a note on a credit card or something not to buy JCrew cashmere no matter what the price! LOL.

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  45. *twitches*

    just read on the other thread that jewelry in store is now 25% off. that's nice. so with red card that's almost 50% off compared to online.

    **twitches some more**

    I'm now asking myself if I'm as addicted to torturing myself by reading these posts, as I'm by J. Crew's mysterious pull. Why oh why does JC have this hold on me?

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  46. Multiple rant warning:

    I just came back from B&M. I received the tux henley tee yesterday. The silk front strip- one row was sewn on top of another row so it's clearly defective, AND there was an arrow sticker (the tiny ones they use to mark defects at the factory)on the tee???

    So I went to return it (final sale but defective=returnable). OK I shop final sale a lot and chances are I get more messed up products, but it's not my fault every single order comes with at least one wrong order. The SA was irritated because I refused to give her my email--Did everyone know that there really is a black list for serial returners? J Crew tracks those to find what's wrong with their products--I heard a while ago (from a nice SA)so I don't gice my emails any more especially when I return.

    Anyway, I was nervous like i was being interviewed/interrogated. I received it yeterday and returing even before 24 hours.
    After all that, she put the defective shirt back to the floor with other sale items!!!

    I got home and my wait-listed henna colored minnie was delivered. OMG...I'm sz 0/ petite 2. I ordered petite 4 and I can't pull it all the way to my waist. Calf was cut too narrow. Henna is a beautiful color...I'd like a pencil skirt in exact same fabric bi stretch wool. Why couldn't they cut it like at least cafe capri?
    Now I have to bring these to B&M and explain myself why and get the look from the SA again. I might just mail it back...mall is 2 miles from me...

    I really wish they would do a survey like GAP does...the kind you get with your receipt.
    Why should I feel bad when I return unworn, defective merchandise? I've never returned anything if I wore them.
    They should give those attitudes to the people who steal right in front of their eyes.

    So upset and drinking wine at 4:00 PM....over a mall retailer!!!

    Excuse me if I sound inappropriate...first time venting here...

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  47. Ji, I saw one of those arrow stickers on a vintage bateau top yesterday that had a hole/run in the sleeve... and it was out on the floor for sale at $29.99! Ugh.

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  48. ji

    I received a pair of wool pants with the red arrow sticker inside the lining, a bikini bottom with the red arrow sticker pointing to a black mark on a red suit as well as a pair of crewcuts shorts over the years. Nothing new but I FEEL your frustration. JCrew cannot get quality control under control/i.e. they have NO DESIRE to do so!

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  49. I just received my September catalog yesterday. It's the first catalog I've received since July.

    I'm a cardholder. Thanks for the perks J Crew!

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  50. i've not bought anything in a while but when i received my 25% card, it was at least worth a trip to a store. i'd wanted to check out the arrow sweater jacket, but the store only had xl and xs left. i was eyeing the dream cardigan and decided to try it on. a sales clerk then told me 30% off and i could combine with my card. needless to say i walked out with the sweater and i'm stoked! the sweater has a chanel feel and will look awesome with jeans, olive cargos, black skinnies ... yay! i think for me, i'm willing to pay for a key quality piece and shopping much much less.

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  51. How is it that just about every other clothing company offers free shipping to customers with credit cards... or at least to customers with a preferred or luxe card. It annoys me so much that JCrew does not offer this!

    I remember when I would receive coupons on a regular basis... now you have to hold your breath and hope there is one hidden in a catalogue or you are lucky enough to get one in the mail.

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  52. I was in the Burlington MA B&M to return a few items and did I get a talking to about the return policy! I didn't have a receipt and you would have thought that I was demanding a kidney!

    Apart from the fact that I was the only person in the store, and there certainly wasn't a line of people, the SR was extremely sarcastic and obnoxious. Who rolls their eyes at a customer? I didn't want to inform the SR that the only enforceable policy was the one in place when I purchased the items.

    If they're trying to be top of mind in advance of holiday, they've just given me reason to shop somewhere else.

    And who is hiring such poorly matched staff?

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Dear J.Crew Aficionadas & Aficionados: Please feel free (and encouraged) to share your thoughts and opinions. :) However, please note that this is still a personal blog. So comments that are considered inappropriate (e.g. obscene, racist, homophobic, personal attacks, rude, and just plain mean) will be removed.

And now back to J.Crew! :)