Wednesday, July 23, 2008

Good Graces - Updated... Again!

(See latest updates in red at the bottom...)

Most of you may remember my earlier debacle with the dresses I ordered from J.Crew. Guess I can't blame them for the fact that the dresses didn't fit all that great--I'm sure I'm somewhat to blame for that. But essentially, every item I purchased from J.Crew went back.

Earlier this month, I stopped in my local J.Crew store and fell in love with some cutsie linen-cotton cropped pants:

They were on sale for $39.99, so I was sold that very instant! They are so comfy, cute and perfect for the hot summer days here in the south. So I got a good two or three wears out of 'em when I happened to notice the stitching along the rear seam between the back pockets was starting to come undone!


I couldn't believe my wonderful, high-quality, very-first-J.Crew-purchase-that-I-was-actually-keeping had already started to come apart! Needless to say, I was just dumbfounded. To quote from J.Crew's very own website,
Quality is our highest priority. Always has been, always will be.
So, I took my broken cropped pants back to my local J.Crew store--only 2 weeks after I had purchased them in the first place, mind you--and was hoping to exchange them for an identical pair that I could only hope would hold up better than the first.

I got there to find out that the lovely cropped pants, which were on sale for $39.99, we an additional 30% off! Eureka! I was gonna get me TWO pair--I was loving the
ones in geranium!

But alas, they didn't have my size in any color, except white, which, if you know me at all, you know that I have serious issues with white bottoms (pants, shorts, capris, cropped pants, etc.--anything!) that are basically so see-through that you can see the butt pocket lining through them (translation: you'd totally be able to see panties through them). Ugh. So I couldn't get the cute white linen cropped pants, even though they had them in my size.

So I went to the register to just return the pants. Lo and behold, I was taken aback to hear that J.Crew would send the pants off to a tailor to have them repaired! What a wonderful *free* service (at least I was assuming it was free, since the pants were defective). Unfortunately, it was Friday and it would be Wednesday before they would send them out, then the following Wednesday before they'd be back--so a good 2 weeks before I'd have them back. I told the sales associate I would check online to see if they have my size available.

They didn't. Boo.

Well on Saturday when I received my J.Crew statement, there was a little insert mentioning several of the services J.Crew offers. One of them basically said they'd find whatever I was looking for for me! Yes! Just what I needed!

So, making this short story so much longer than necessary, I called the phone number, told them what I needed, got an email yesterday telling me they found the cropped pants in my size in one of their retail stores, and then today the UPS guy delivered them to me!!

What joy!!

I didn't even have to pay for shipping! So now I just need to go back to the local store to return the defective pants for a full refund.


Now, I do have to say that it would have been WONDERFUL if the sales associate at the local store that I spoke with on Friday would have mentioned this "Find it For You" program thingy so I could've had this taken care of several days earlier, but oh, well. I've got my linen-cotton cropped pants back!

I was a bit bummed with this J.Crew experience. See, when I was in the store, the pants were on sale 30% off for the day, but they didn't have my size. When I called the "Find it For Me" people the next day, they were willing to apply the 30% discount since the original item was defective, I was in the store on the day the sale was going on but they didn't have my size, etc. Yippee!

Ugh. Imagine my disappointment when I checked the receipt that accompanied my delivery today and discovered they had NOT in fact applied the discount. So now I've got to call them back and get them to refund the difference.

People. I'm telling you. I have yet to find a person or company that knows the meaning of "Customer Service" and are willing not so much to go "above and beyond" to help a customer, but literally just be able to do the bare minimum of their job requirements. And I'm not just talking about J.Crew here. Seriously. It's everywhere. No one wants to do their job but everyone wants to get paid. I feel a post specific to this topic in my near future. I just don't get it.


Latest Update:
I called J.Crew customer service to see about getting a refund for the 30% I was supposed to receive when they found my new cropped pants. I kid you not people. I was on hold for 54 minutes before I finally gave up, used hubs' phone to call my local store, and verified I could take care of it there instead. 54 minutes. No joke.

So I took the defective cropped pants to my local J.Crew store for a full refund. That process was a bit slow but eventually successful. Next I had to get the refund for the 30% I was supposed to get but didn't. My goodness folks. This woman took For. Ever. OMG. And poor LO was so ready for her nap and not at all willing to wait patiently (nor quietly!). Okay, so the woman finally finished the refund and said something about $10.80 being refunded.

I said, "I don't believe that's right. It was 30% so I believe that would have been $12."

Her response?

"Oh, I thought you said 25%. I'll see if I can run it through again for the other 5%."

Another 10 minutes goes by...

Crickets chirping...

LO wailing...

Seriously?! How is it that this J.Crew store employee didn't know that J.Crew had a 30% off sale on the J.Crew merchandise in the J.Crew store on Saturday for 30% off? Does she really even work there? Was she new? (No, because I've seen her in there before). I mean, really, now that I think about it, I could've said that I was supposed to get that additional 75% off and she probably wouldn't have batted an eye!

Gracious. I just enjoy people so much. Really I do.

Ugh. Again.

1 comment:

  1. I'm surprised that those capris fell apart so fast! A few of my J.Crew purchases have worn over time but never that fast. But I'm glad you got it all worked out fast, too.