J.Crew — Local services in New York

In April I contacted Sarah at the "Customer Advocacy" department at J. Crew to complain about the inferior quality of a garment that was marketed and priced as a "quality" and high end product. She gave me her email address and told me that she was sending me a free shipping label to send the product back to their offices in Lynchburg so that they could assess the damage and decide whether or not it was a "quality issue". No such email came and so to get them the product I called the store located in Tribeca (NY) and asked for a shipping label. May 15th 2015 at 11:45 am: I then packaged the two J. Crew suit jackets (approximately a $350 value each) and took them to the store to be shipped back. Michael the manager at the store printed out the shipping label and email and after I took pictures to document the drop off and the boxes contents he supposedly shipped the box out. May 22nd 2015 at 5:54 pm- I had not heard from anyone so I gave the store a call. this phone call would last a total of 01:03:20 in which Michael and I discussed the fact that he was in fact the person who helped me. Had acknowledged the fact that the UPS Tracking number stated that the package had not been picked up let alone delivered. He then checked the store for the package and found the package was not there and recalled actually sending the package out. The package is now LOST. The outcome that I agreed to and that I believed was reasonable was as follows: I would be able to come to the store and chose two suit jackets to replace the lost personal items that were lost WHILE IN THEIR POSSESSION. May 27th 2015 aprox. 1:11 pm: I went to the store to be reimbursed for my suits. The manager on duty that day says that I will have to wait for Michael and come back tomorrow. I assured him that I wanted no part of wasting further time and that because of the nature of what was happening I demanded that I have the issue resolved that day. The stores general manager refused to come out of his office to be bothered with me and the terms were then changed that I would receive the sale price of one of the suits being sent out ($75 instead of $350) and then gave me one suit jacket and told me I had to come back the next day. (NOTE: The suit Jacket given to me not only looks as though their has been heat directly applied or an immense amount of pressure. THE SUIT WAS RUINED BRAND NEW. THIS IS THE "QUALITY" they are so quick to boast about. When I tried to return the suit I was met with skepticism and refusal. The suit still hangs...

Today (4th of July) I had the absolute pleasure of being helped by Che at J.Crew, and I can’t say enough good things about her. From the moment we interacted, she made me feel welcome, seen, and genuinely cared for. Not in a pushy or transactional way, but with warmth, sincerity, and that rare kind of attention to detail that makes shopping feel like a true experience.

Che went so above and beyond to help me find exactly what I needed. She offered honest, thoughtful style advice, tracked down sizes from inventory, went around the store to find other prices she thought I might like, and made sure I left feeling confident and excited about my purchases. She saw my time there thru to the end, including checkout. Even though J.Crew associates don’t work on commission, you would never know it from Che’s level of dedication and enthusiasm. She clearly takes pride in her work and treats every customer like they matter, and that kind of service is increasingly rare.

I truly hope J.Crew corporate recognizes what a gem they have in Che. Her professionalism, warmth, and eye for style make her an incredible asset to the brand. I’ll definitely be back—mostly...

The store is cool, but very annoyed. I was visiting NYC and my hometown city does not have a Jcrew, so even though I found a few items that interested me I told the associate I would just order online later, so that if I changed my mind (aka they didn't match how I'd thought they would at home), I could still return online.

Jake S, pressured me into him purchasing it on my behalf and shipping it, assuring me I would have no problem to return it via mail if needed. I said ok. However, now that I am wanting to return some of the items, Jcrew customer service is telling me it’s not possible based on how he created the order. So, now I’m SOL with items that I don’t want. Really annoying that he pressured me into that, knowing I didn’t have a Jcrew at home and wouldn’t be...