J.Crew — Local services in Corte Madera

Mishandled return & discourteous service — Corte Madera

Today, I went to return a few online purchases at approximately 3:34 PM. The cashier, Brandon M., who identified himself as the store manager, assisted me with the returns. Due to some items being purchased twice, I printed out all associated receipts and order numbers, specifically requesting him to map the returns to the correct order number.

Upon returning home, I discovered that two of my items had been incorrectly returned to different order numbers. This error resulted in a $45 discrepancy in my refund, as I had returned more expensive items. When I called the store to address this issue, I spoke with Brandon again. Unfortunately, he refused to rectify the mistake and claimed, without any apology, that he had acted according to policy, stating that the old order was beyond the 30-day return policy. This was not true, as the correct order number was placed on 8/11, just 20 days prior.

Brandon insisted that I should come to the store again to correct this or contact J.Crew customer service for assistance, despite my explanation that I live in San Francisco, over 30 minutes away, and the store was closing soon. His demeanor was rude, and he maintained that he had done nothing wrong. When I requested to speak with another manager, he stated that he was the manager and put me on hold, only to leave me waiting until I had to hang up.

I eventually resolved the issue with J.Crew customer service, but I was extremely displeased with the service I received from Brandon M. at the Corte Madera store. This experience is not reflective of the high standards I have come to expect from J.Crew.

I hope you take this feedback seriously and consider ways to improve customer service in your stores. Thank you for your attention to...

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