ComplaintsforJ. Crew Group, Inc.

Clothing

HeadquartersMulti Location Business

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Initial Complaint
08/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Madewell clothing brand, a part of J Crew Group, does not mark items as final sale on their website, while in the cart or on your receipt after purchase. Only when you go to return the item in their website do you learn its final sale. I lost $172 plus tax on an item purchased in November 2023. Madewell said that since it was an item from a marketplace seller in their site they couldnt help and I was to contact *********. I did repeated with no response. Now in August of 2024 I ordered several items all Madewell brand. Nowhere was it marked final sale. Now when I go to return two items that dont fit it says they are final sale. Madewell is deceiving customers by not posting that items are final sale and refusing to refund those items. My recent order has me out $180 plus tax.
Business response
08/27/2024
*** *** **** ************************* ******************

Case #********

Please accept this in response to your letter to J.Crew Group, dated 8/26/24, enclosing the complaint filed with your office (Case #********). We have been in touch with ************** to assist further. If there are additional questions or concerns, they are welcome to email us at ******************************* or give us a call at ************.

Sincerely,
*******************
J.Crew/Madewell
Customer Advocate
Initial Complaint
08/02/2024
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
I purchased a shirt in May 2024, and requested a paper receipt in the store. The agent at the store said that a paper receipt was not possible from j.crew, so I said that I'd provide my email for a digital receipt if I wasn't spammed with ads, which he said wouldn't be the case. I gave my email as I needed a receipt for the purchase in case of a return. You may also find the receipt under ********************** In the days after the purchase, my email was spammed with many j.crew ads which was completely against what I was told. This also goes against modern data privacy standards. I've since filed a complaint with the DC Attorney General, which received a letter from the store, which claimed that proper protocols were followed somehow, however they were unable to prove this in several ways. (1) they were unable to print a paper receipt and send it me months later claiming the printer was still broken, and (2) they were unable to provide screenshots of a workflow that provided paper receipts without spamming customers. I find this outcome shocking, and I believe that the agent was lying to me back in May given there is no evidence that another path has been provided.J.****'s leadership seemed uninterested in addressing the issue through DC OAG, so I thought I'd try though here as a last resort before I stop shopping at the store entirely.Please provide a $300 store credit for the violation of data privacy, poor customer experience, and wasted time resolving in this issue with your team. ****** will never shop at j.crew again. I don't like my privacy being violated like this as it has been repeatedly during this experience, as well as being lied to by your team.Best regards,*****
Initial Complaint
07/26/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hello, I am writing to you because Madewell corporate office/customer service offered me store credit for a gift I received. They offer me the store credit because I did not have an original receipt, which I agreed to. They mentioned to receive the store credit I had to ship out my items at my own cost, which I did. I sent the items on April 2. I have reached out to them numerous times to ask where my store credit is, and I have yet to receive it. I have confirmation that my items have been delivered. At this point, Madewell is refusing to give me the credit for the items I sent back. Im looking to receive the credit I was promised.
Business response
07/26/2024
**** ***** **** *** ************** ********************************************** ******************

Case #********

Please accept this in response to your letter to J.Crew Group, dated 7/26/24, enclosing the complaint filed with your office (case #********).We have been in touch with ************ to assist further. If there are additional questions or concerns, they are welcome to email us at ******************************* or give us a call at ************.

Sincerely,
***************************
J.Crew/Madewell
Customer Advocate
Initial Complaint
07/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
A purchase was made at their store *** on 10/14/23, transaction number *****. The seems failed on both sides of the purchased item on approximately 2/15/2024. At that time, I reached out to customer service to see what there policy was for defective stitching. They had me mail the item to them which was delivered pm April 4, 2024 (see provided tracking number). Since that date, I have reached out to them about processing this return every 4 weeks. Each time I receive a different response. I was told that they would go ahead and process it due to the delay, that did not happen. I was then told to wait until June 21st to reach back out about processing. I just reached back out and they once again said it was in processing and they could not give a timeframe for processing. I was also told that I would receive an email to confirm that the refund would take place, and this also did not happen. Due to the duration of this process and that I am having to initiate all communication in the process, I am seeking an alternative route for resolution.
Business response
07/08/2024
**** **** **** *** ******** ****************************************************************************** *** **** *********

Hello,

Please accept this in response to your letter to Madewell,dated July 8th, enclosing the complaint filed with your office (case#********). Weve issued **************** a refund, as previously discussed hes welcome to give us a call at ************ or contact us at ******************************* with any additional concerns or questions.

Sincerely,

*************************
J.Crew/Madewell
Customer Advocate
Customer response
07/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]The issue was resolved with the company offering a refund, however no refund was provided.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************

Business response
07/30/2024
BBB New York
******************************************************************************

Case #********

Please accept this in response to your letter to J.Crew Group, dated 7/30/24, enclosing the complaint filed with your office (case #********). We have been in touch with **************** to assist further. If there are additional questions or concerns, they are welcome to email us at ******************************* or give us a call at ************.

Sincerely,
*****************************
J.Crew/Madewell
Customer Advocate
Customer response
07/31/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*********************
Initial Complaint
07/08/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On June 21, 2024 I purchased a boy's velvet blazer from J Crew. Since that time they have had a credit card hold on my credit card which they keep renewing. The order was a pre-order with an expected delivery date of sometime after early October, 2024 which suited me fine. Two weeks later, on July 5, 2024, I received an email from J Crew saying they were cancelling my order because the item is sold out. I do not understand how a pre-order can be sold out. Furthermore, given the use of computers, it should not have taken 2 weeks to determine this. Additionally, the item remained on the website as available for quite some time after I placed the order. My impression is that J Crew does not want to honor my order because the sale price was so low.
Business response
07/08/2024
**** *** **** *** ************** ************************* ******************

Case #********

Please accept this in response to your letter to J.Crew Group, dated 7/8/24, enclosing the complaint filed with your office (case #********). We have been in touch with *************************** to assist further. If there are additional questions or concerns, they are welcome to email us at ******************************* or give us a call at ************.

Sincerely,
*******************
J.Crew/Madewell
Customer Advocate
Customer response
07/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**********************************
Initial Complaint
06/24/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This complaint is to stop collection from J.Crew ************** and ************************** Background: I have used a J. Crew credits card (issued by *************** They never sent me a single statement despite my calling and asking to send them to me. Now after a number of late fees and interest charges my account was sent to collection , specifically to ************************** I have requested the collection agency to provide me with the statement so I can pay the actual charge. I do not intend to pay late fees or interest because the provider NEVER sent a statement to me. I am not harrased by the collection agency, my credit history is impacted and I still have not seen the statement itemizing the actual charge for the clothing (that I owe and am happy to pay) and the interest charges and late fees which are not my responsibility. Required Resolution: 1. Wave the late fees and interest charges 2. Remove the issue from my credir history 3. Provide me with the accurate itemized statement of charges owed. I will pay the amount owed (less interest and late fees) immediately upon receipt as I have repeatedly told the collection agency 4. Close the collection claim
Business response
07/02/2024
**** **** **** *** *** **** ********************************************** ******************

Case #********

Please accept this in response to your letter to J.Crew Group, dated 7/2/24, enclosing the complaint filed with your office (case #********). We have been in touch with **************** to assist further. If there are additional questions or concerns, they are welcome to email us at ******************************* or give us a call at ************.

Sincerely,
*******************
J.Crew/Madewell
Customer Advocate
Initial Complaint
06/12/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Earlier this year, ** **** switched the bank with which they partnered and they are now working with *************** In the transition, there were many times when the website to make payment was not up and running. Due to the lack of access to the website, although payment was made, both banks tacked on late fees. The current bank, ************** was able to waive the late fee they tacked on because they could see it was not due to lack of payment. However, they are now claiming that the bank before them were the ones who added the other late fee. And now that the other bank is no longer a part of J. Crew, Synchrony claims there is no way to dismiss this last late fee. Please feel free to discuss further. ************.
Business response
06/12/2024
**** ***** **** *** ************** ********************************************** ****************** **** *********

Hi,

Please accept this in response to your letter to J.Crew Group, dated 6/12/24, enclosing the complaint filed with your office (case #********). We have been in touch with ************** to assist further. If there are additional questions or concerns, they are welcome to email us at ******************************* or give us a call at ************.

Sincerely,
*******************
J.Crew/Madewell
Customer Advocate
Customer response
06/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Hello,
I have been in touch with J Crew and I am not satisfied with the handling nor lack of responsibility of the late fees during a transition period of your banks. Please refund the late fee. Thank you.
Best,
********

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***************************

Business response
06/28/2024
*** *** **** ********************************************** ****************** **** *********

Hi,

Please accept this in response to your letter to J.Crew Group, dated 6/28/24, enclosing the complaint filed with your office (case #********). We have been in touch with ************** to assist further. If there are additional questions or concerns, they are welcome to email us at ******************************* or give us a call at ************.

Sincerely,
*****************************
J.Crew/Madewell
Customer Advocate
Customer response
07/31/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***************************
Initial Complaint
06/11/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I made a purchase from J Crew on April 21, 2024 (Order No. **********). The order arrived on April 26, 2024, after which I returned it. I placed the return in the mail (with J. Crew's chosen shipping carrier) on May 21, 2024, on which date I received a confirmation that my order was on the way to J. Crew. The website states that "[r]eturns must be received and processed within 30 days to receive a refund to the original form of payment." My return was submitted to J. Crew's carrier well within that 30-day window. However, ** Crew's chosen carrier then took ********************************************************* ************** (I'm based in *********, so the locations are not that far from each other), and J. Crew took an additional day to process it. I subsequently received store credit, rather than a refund to my original payment method, for the return. I followed up with J. Crew, who informed me that I did not get a refund because although I submitted my return to the carrier (the only element of the process I have control over) well within the 30 day window, the return was not "received and processed" by J. Crew until outside of the timeframe. That policy is incredibly predatory, which I called out in my communications with customer service--that means I could submit a return within 24 hours of receipt and J. Crew could take over 30 days to "process" it, thus depriving me of my refund. The customer service agent I spoke to informed me that I should have allowed 2 ******************* receipt and processing if I wanted a full refund, but that advice/policy is NOWHERE on their website. I want the return refunded to my original payment method, and I want J. Crew called out for its predatory return policy.
Business response
06/13/2024
*** *** **** ********************************************** ****************** **** *********

Hi,

Please accept this in response to your letter to J.Crew Group, dated 6/11/24, enclosing the complaint filed with your office (case #********). We have been in touch with ******************** to assist further. If there are additional questions or concerns, theyre welcome to email us at ******************************* or give us a call at ************.

Sincerely,
*******************
J.Crew/Madewell
Customer Advocate
Customer response
06/13/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***********************************
Initial Complaint
05/24/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was sent an email from ******** that stated, if I completed a survey, I would be given a $30 coupon for use at the store. I completed the survey, and a day went by. I did not receive the coupon. I checked my spam folder and then I contacted their customer support. I received one response that asked for additional information, which I provided. I then have not heard back from ******** support since. I have sent three emails in total, beginning on 22May2024. I simply need to know from ******** if they did not, in fact, send this email so that I can take necessary actions to change my passwords in all of my online accounts in case this was a phishing scam. I cannot get an answer back from their team. I would either like to be given the $30 coupon or have confirmation that this was, in fact, phishing from the ******** support team.
Business response
05/24/2024
*** ***** **** *** *** **** ********************************************** ****************** *** **** * ********

Hi,

Please accept this in response to your letter to J.Crew Group, dated 5/24/24, enclosing the complaint filed with your office (case #********). We have been in touch with ************** to assist further. If there are additional questions or concerns, they are welcome to email us at ******************************* or give us a call at ************.

Sincerely,
*************************
J.Crew/Madewell
Customer Advocate
Customer response
05/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*******************
Initial Complaint
04/15/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
J Crew will not let me return an item without charging me $7.50 for a return label. They closed all the stores near me so I can't return in store. I did not buy their defective shirt so that I could be ripped off and they could steal from me. I want to be able to return this shirt for a 100% refund and should not be charged because they make a terrible product.
Business response
04/15/2024
*** *** **** ********************************************** ****************** *** **** * ********

Good afternoon,

Please accept this in response to your letter to J.Crew Group, dated 4/15/24, enclosing the complaint filed with your office (case #********). We have been in touch with ************** to assist further. If there are additional questions or concerns, ************** is welcome to email us at ******************************* or give us a call at ************.

Sincerely,
*******************
J.Crew/Madewell
Customer Advocate

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