Given the site was offering a deep discount offered online so I thought I would tried J. Crew. I order 2 pants, one for my 8 years old son and one for me, size S. Both he items arrived did not match the photos but I figure my son's pant is alright since he will grow. But mine was at least 2 times bigger and wider and just not possible for me to wear. I didn't need to get a refund but was hoping at least I could return and get a store credit or to exchange another item even if I need to pay for shipping. But guess what, ABSOLUTELY ZERO RESPONSE from J. Crew. I tried both their website and also writing an email, just NOTHING! This is the worst fashion company ever, no wonder why I have not order from them before and will never order from them.

I received a pair of shoes from J Crew. Upon immediate inspection I noticed a few issues with the shoes. They had the security tag still attached which is very odd. They were clearly worn which was evident by the wrinkly footbed inside, blackened bottom, and foot odor emitting from the shoes. To make matters worse, the shoe had two deep scratches on the back. I reached out to J Crew and did not receive a response so I emailed in again... still no response. Finally I decide to chat and call in. They were unable to offer me another new pair but suggested I wait until they come back in and would price match the original order. Based on the condition I received the shoes, and after wearing them for an event that I had ordered these shoes for, I was certain they would do the right thing and refund me and let me keep the shoes so I could pay a cobbler to fix them or at least paint over the scratch. Instead, they offered me a mediocre discount off an already terrible order. What a joke, they also tried to flaunt the free return label? Stay away, order from somewhere that cares about their customers.

It's easy to think returns are free but I think that is for US residents only. It's only when you read the fine print that you realise holy sh#t I have to pay for return freight if there is something I don't like.

I had known about J. Crew for a long time so I thought I'd give them a chance, dipping my toes in the water so to speak with the purchase of 2 crew neck sweaters. I mean, how could you go wrong, right? And given their price points they must be good quality.

Both tops were very flimsy in terms of construction and fabric. Mark my words, the quality of J. Crew products from my experience is no better than GAP or Banana Republic, both of which are significantly cheaper. I have to wear the one I kept with kid gloves or it will lose shape very easily. The other one simply didn't look the same colour as on the website so I sent it back. That's when I got stung with the huge (HUGE) bill for their third-party courier service which was very poor since it took months to reach its destination. They tried to claim Covid-19 as an excuse but I have had other deliveries arrive from the US in 10 days during the same time.

Company has been struggling since blowing through two CEOs and a lead designer. Quality
Is falling and they are trying to firesale their goods while going through a bankruptcy. Many orders ultimately get canceled because of poor stock management. All of this has resulted in a huge degradation of service and leaves the customer wondering what the point is. Long gone are the days of limited, quality goods and top level customer service. As a customer my only hope is one day another brand takes up the helm of what J. Crew used to be

Since it is pandemic the only way to shop is online. Ordered a few items - i live in the UK so the shipping took 2 weeks. Somehow other companies manage to do way shorter times even when shipping from different continents. I kept few items and wanted to return the ones that doesnt fit. No labels or easy returns process that we are used to here in the UK with many other brands and online shopping platforms. Emailed the address given - the person responds once a day (at night as i assume they are based in the US). Supper slow and not responsive, taking days for a simple thing like sending me instructions (labels that you need to print yourself! And that costs £35! - have they heard of the modern technology? QR codes or at least shipping labels included? Who prints these days!?
Such an old way of doing business, not easy and frictionless and no where on par with the rest of the industry. I definitely will not shop again at j crew, too much hassle! And lets see if i get a refund!

Good bye to poor costumer service at J Crew and hello to Vineyard Vines
JCrew was once my favorite! But the quality and customer service as of late has left me never wanting to shop there again! I recently purchase 3 cashmere sweaters ($98 Each bc my teacher discount wouldn't apply to the nicer items) One sweater was a full inch and a half smaller than the others. Due to corona virus impacting my area so badly (Long Island, NY) I contacted customer service and asked for a replacement sweater and an extension for the return (similar to Zappos return policy). I explained that I was fearful of going out as we are in lock down and I'm recovering from breast surgery. They denied this request. Too boot, the agent informed me that the sweater inventory For my size and color was running low and I would need to purchase a second NOW to guarantee the purchase. I was told that once they received my return, I would be refunded, but that this process is several weeks behind due to the virus- this meaning my $98 refund would be delayed.
With no other option, I bite the bullet and purchased another sweater. I venture out and return the defective one. It has been 11 days and currently I wait to be refunded.
The second sweater arrived yesterday. To my ultimate frustration, it is damaged with oil stay around the left collar. I Took photos of it and I called Customer Service. The gentleman informed me that they can only process a return. That I can buy a 3rd and wait to be refunded.
So let me get this straight- you want me now to lay out $300 for a sweater and wait to be refunded $200 for the next three weeks? Or just return it and wait to be refunded my $200 and never receive the quality sweater that my teacher discount wouldn't even apply to?
As a big business, the fact that you think the customer should be without $200-300 while we wait for you to get your act together is CRAZY. How can your rep close the conversation with- "sorry about that, is there anything else I can help you with?"
Really? You haven't helped me at all! You have my money and I have nothing!
Going forward, my money will go to Vineyard Vines.

BUYER BEWARE: J Crew promises refunds to customers prior to the customer shipping back their items and does not end up refunding them. Below is an email we received from one of their customer service reps "Aaron P" March 4th confirming the refund amount. March 20th they finally processed our return and it was NOT FULLY REFUNDED! We want everyone to know NOT to buy from J Crew. There is a reason why they have 40-60% off sales! There products are low quality and their customer service is even worse. When we tried to address this issue with them they didn't help. One of the reps actually closed a chat on us when we tried to bring up the subject that we weren't fully refunded. We have already notified our bank to file a dispute as well as filing a complaint with the Better Business Bureau. DO NOT BUY. I've included this email below that was sent to us. Please note we were never refunded this total. DON'T LET THEM SCAM YOU!

"Hi,
Wanted to reach out and confirm when your order above is received and processed by our returns team, we will refund the full amount of your order, $34.32.
Let us know if you have any other questions.
Best,
Aaron P."

Been J Crew customer for 2 decades. Lost my package worth $300. Told there was nothing they could do. I have spent thousands upon thousands of dollars w J Crew throughout these years. My acct is now deleted and I will never buy another item from them. I buy from many high end stores and I have NEVER had the trouble that I do w J Crew. For a 20 plus year customer to say that they are done... says a lot. They treat their customers poorly. The delivery is BAD and SLOW. God forbid u don't have a tag on some return merchandise u just bought the day before. For a 20 plus year customer to say they are done, do you really need to hear more?

Incredible designs, good service and quick delivery. I recommend this company