The first customer story comes from Liz:
So, I've been buying cashmere from J.Crew since about 2003. For the holiday 2008 season I bought about 6 sweaters and noticed they were not holding up as well as previous seasons: they were pilling happened almost immediately and did not seem as soft. I saw other comments on this blog regarding the cashmere quality so I knew I was not alone in thinking things had gone downhill. I finally got sick of just complaining about it and decided to take action, so I wrote to Mickey. My aim was not to get my sweaters replaced or refunded, but to let him know that something had changed in their construction and I wanted him to get to the bottom of it.I love J.Crew cashmere, but there was no way I could ever justify buying more unless things improved. So I sent my email. Within two hours I had the email ...from Mickey as well as a message from him on my cell phone, plus an email & voicemail from a woman on his production team. This amazingly quick response blew me away. I have always been a J.Crew fanatic, but because they took my concerns seriously and responded immediately, I am a fan for life. That is the kind of response a longtime customer should get, because we give them a lot of money over the years!
To wrap up the story, I've been in contact with the production team and elaborated on my concerns. I also loaned them two of my sweaters so they could examine them and see if anything has changed: a long sleeve cashmere tee from 2005 and one from 2008. Since then, they've identified some "opportunities" (I don't know exactly what these opportunities are, but I am hopeful) and said that changes will be reflected in the summer rollout cashmere. They are also sending me a test sweater to wear and report back on. I am eager to receive it and be able to say that it is better constructed than before!
My point here is that if you have a legitimate complaint about J.Crew, tell them. As my experience shows, they take constructive criticism seriously and the products may change for the better as a result.
The second customer story comes from Melissa:
Since I am a huge J.Crew fan ... I wanted to take a moment to contact you about my recent experience with J.Crew. I had my J.Crew Robin wedding dress (size 6) altered and it was completly RUINIED by my seamstress!! My wedding is one week from today (Monday, May 18th) in Maui. Since the dress is compeltely unfixable I had to order a replacement. To make matters more complicated, I live in Anchorage, Alaska.I called J Crew Sunday to order a new dress in size 6 petite and requested overnight FedEx shipping. J.Crew normally will not overnight ship to Alaska. After 35 minutes on the phone I was told that although I could place the order they could not guarantee that it would arrive until Wednesday or Thursday at the latest! I was also told the dress would not even ship until after 4 pm Monday. I leave for Hawaii this Friday so that seemed to be cutting it awfully close!
I begged and pleded but the person in Special Events wasn't able to make an exception. I placed the order but was disappointed and worried I wouldn't receive it in time. I decided to make a call to J Crew's corporate office in NYC. I ended up finding a number for Jill Hennessy-Brown, the VP of Operations. I left her a message explaining the situation and asking for an exception to be made. I was delightfully surprised when she called me first thing Monday morning! She assured me that she had spoke with someone at the Richmond facility and the dress was being FedEx overnight shipped to me! Hopefully the dress will get here on Tuesday leaving me time to make changes if they are needed.
I was just so suprised that Jill Hennessy-Brown took the time to call me back and make sure my order would arrive in time. Later that morning I received a follow up call from Ellen in the Special Events department. She let me know that my dress had shipped and would arrive by Tuesday afternoon! I'm hoping you will post this email so I can share my experience with J Crew's WONDERFUL service!! A big thank you to Jill Hennessey-Brown for taking time out of her busy day to help a frazzled bride!
Melissa goes on to add that: I was so thrilled with the service I received from Jill Hennessey-Brown that I sent a thank you e-mail to Mickey Drexler and got a response from him later in the day!!
A big "thanks!" to Liz & Melissa for sharing their personal stories. I love reading these stories- it really makes me appreciate J.Crew. The retailer definitely does go above and beyond to make their customers happy when the special situation arises. And you got to love that CEO Mickey Drexler takes out the time to respond! :)
What are your thoughts on these customer stories? Do you have a customer service story that you would like to share?
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