ComplaintsforJ. Crew Group, Inc.
Clothing
HeadquartersMulti Location Business
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Complaint Details
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Initial Complaint
05/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased two pairs of jeans and two dresses from the Madewell store online, I decided to return the merchandise and asked for a return label. I returned it via **** and have been told I will get a full refund for the items when they received them. First I have been told when they received the items second time I contacted customer care I have been told in 2 weeks, now 3rd time it was outside of the return period (which it wasn't) other wise I wouldn't able to get a return label or *** would not accept my return, and they can only give me a store credit. I keep getting different information and never get my money.Business response
05/19/2022
*** ******** ** ********************************************************** ***** *** **** * ********
Hello,
Please accept this in response to the complaint (case # ********), dated 5/19/2022, filed with your office for ********. Weve been in touch with ************** to assist further she is welcome to give us a call at ************ or contact us at ******************************* with any questions.
Sincerely,
*******************
J.Crew/Madewell
Customer AdvocateInitial Complaint
03/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a blazer, white dress shirt, and tan ****** for my nephews wedding. I tried them on for the wedding. They DID NOT FIT. I bought clothing elsewhere. Kept J Crew clothing in my car. Within 30 days i attempted to return my clothes. Currently planning my OWN wedding so i couldnt return them immediately. Get told by a snarky, sarcastic associate named ************ that "it looks like you may have worn the blazer" due to a ***** smudge on the blazer. Explain NO i did NOT wear the clothes. That i tried on the clothes and they didnt fit so I had to buy clothes elsewhere and kept said clothes in my car. Ive been super busy planning my OWN wedding so its possible my jacket got a smudge just sitting in my car. Have to pull teeth to get associate to even give me store credit for my blazer ONLY. So now im stuck with 200 dollars in store clothes i cant return nor exchange and the associate REFUSED...i repeat....REFUSED...to give me the money back to my card and would only give me partial credit as long as it was store credit. So basically if you shop at the J Crew off la jolla village dr you will be ripped off. Dont bother trying to get your money back. Dont argue with the associate despite being well within 30 days. If the associate is having a BAD DAY you will be extorted and swindled out of your money and refused a refund to your original payment source. I am now telling EVERY. SINGLE. MEMBER. OF MY FAMILY. friends. Coworkers. Clients. And even random strangers on the street. Basically any and ALL persons that will listen to me to NEVERRRRR SHOP AT J CREW. EVERRRRRRRR. Being callled a liar when my clothes were clearly not worn and were well within 30 days to be returned is shameful at best and theft and extortion at worst. J crew should be ashamed. You lost not only me but everyone im associated with because you decided to save $200 on a good day for your company. Good for you. $200 saved! You lost me and my immediate family of over 100 people(yeah...seriously...)Business response
03/14/2022
***** ***** **** *** ******** ** ********************************************************** ***** *** **** * ********
Hello,
Please accept this in response to the complaint (case # ********), dated 3/14/22, filed with your office for J.Crew. Weve connected *** ****** complaint with our leadership team and someone will be in touch soon. He is welcome to give us a call at ************ or contact us at ******************************* with any questions in the meantime.
Sincerely,
***************************
J.Crew/Madewell
Customer AdvocateInitial Complaint
03/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had an online chat with J.Crew agent to explain that my sister gifted these pair of Chukka hi-top boots and I wore them today for the first time. I uploaded the photos to show the poor quality of sole on the bottom-cracked and falling apart as I walk. The agent said without receipt they cannot do anything.My apologies for not having the receipt as I said, they were gifted.Please assist to have J. Crew repair them or exchange them as a goodwill gesture.Thank you, *****Business response
03/25/2022
***** ***** **** *** ******** ** ********************************************************** ***** *** **** * ********
Hello,
Please accept this in response to the complaint (case # ********), dated 3/25/22, filed with your office for J.Crew. Weve been in touch with ********************** to discuss her concerns she is welcome to give us a call at ************ or contact us at ******************************* with any questions.
Sincerely,
***************************
J.Crew/Madewell
Customer AdvocateCustomer response
03/30/2022
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
03/03/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I returned an online order and only received partial credit. I purchased a poncho, sweater and tank and was only given credit for the poncho. Items were received by JCrew on 2/16/2022 via *** tracking ******************. Order #********** total amount of order $334.00Business response
03/07/2022
***** **** **** *** ******** ** ********************************************************** ***** *** **** * ********
Hello,
Please accept this in response to the complaint (case # ********), dated 3/3/22, filed with your office for J.Crew. Weve been in touch with ****************** to discuss her concerns she is welcome to give us a call at ************ or contact us at ******************************* with any questions.
Sincerely,
*******************************
J.Crew/Madewell
Customer AdvocateCustomer response
03/08/2022
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]
I returned 3 items and was given credit for 1 item. I have filed a dispute with my credit card company for the remaining credit.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Initial Complaint
02/07/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Location- **************************************** , ********** ** Store *** - Original cashier ****** Total of transaction $228.51 - 2/12/21 Manager - Bald, glasses, earrings I went to exchange items that I had purchased a while back , the clothes had the tags they were never worn because they did not fit & I had the original receipt. I figured there would be no issue with exchange since it was for the same items just a different size. The manager came over and without even greeting me he immediately told me he wasnt taking them back even with the tags , with the clothes NEVER being worn & the original receipt. He proceeded to say Honey Im not even taking stuff back from Christmas not sure whos fault it was for a year to go by to return. The rudest manager I have ever met , so condescending. Life gets ************* happen & I wasnt asking for a full refund just a simple even exchange. I have worked retail myself & have taken things back in horrible conditions & no receipt at all - the manager was not empathetic or helpful whatsoever. I am now at a loss of $228.51 with clothes that will never be used. Again, Im not looking for a refund just an exchange of sizes - that is all.Business response
02/07/2022
*** ******** ** ********************************************************** ***** *** **** * ********
Hello,
Please accept this in response to your letter to J.Crew,dated 2/7/22, enclosing the complaint filed with your office (case # ********). We gladly accept returns, in the country where purchased, of unworn, unwashed, undamaged or defective merchandise purchased in our retail stores for full refund or exchange within 30 days of original purchase. Requests for refund or exchange of merchandise purchased by cash must be accompanied by the original receipt. Refunds will be made in the form of the original payment, unless we agree to credit a different payment type. Requests to exchange merchandise received as a gift must be accompanied by a gift receipt. All monogrammed, personalized, lingerie, vintage, altered or final sale items cannot be returned or exchanged. ******************** is welcome to give us a call at ************ with any questions.
Sincerely,
***********************
J.Crew/********
Customer AdvocateTell us why here...Initial Complaint
01/10/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I bought jeans 3 months ago, maybe wore them 10 times and they ripped out of nowhere. I paid full price $108 for these jeans. I called and ask they could help they said I only had 30 days to report the incident but it only just happened. And said I could pay for repairs myself at their store I asked to talk to a supervisor they said no.Business response
01/10/2022
******* *** **** *** ************************************************************************************* *** **** * ********
Hello,
Please accept this in response to your letter to J.Crew,dated 1/10/22, enclosing the complaint filed with your office (case # ********). Weve been in touch with ******************** to address her concerns she is welcome to give us a call at ************ or contact us at ******************************* with any questions.
Sincerely,
***************************
J.Crew/Madewell
Customer AdvocateInitial Complaint
01/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Recently purchased a pair of nordic hiking boots in the color camel beechwood, which come with beige and **** rounded hiking boot laces. Love the shoes. Unfortunately, one pair of the laces was chewed on by a dog and destroyed. I would like a replacement, and looked everywhere online. However, I cannot find a similar pair anywhere. When I spoke with J.crew, they simply said "we don't ship laces." Now while I understand they may not traditionally sell them, it can't be possible that there is no where in the world where they could obtain these laces and send them to a customer. I am even willing to pay for them but they are unwilling to do anything to help.Business response
01/03/2022
Please accept this in response to complaint ID #************** on 12/30/21 by *******************************. While we wish we could help here, we simply dont have replacement laces for these boots anywhere in the company,and since the damage wasnt due to a manufacturers defect of any kind, there unfortunately isnt another solution we can offer. Our best suggestion would be to attempt to purchase similar laces from a third party we apologize for any disappointment.
Best,
***********************
J.CrewInitial Complaint
12/21/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a coat and a pair of boots in October. Both were sent to **********************. I NEVER RECEIVED THE PACKAGES. The delivery community has a central location for all deliveries. *** opened an investigation which shows they left the package at the door and NOT in the central location. They should not have and I DONT HAVE THE MERCHANDISE. Ive been a solid, long-standing relationship with JCrew without ANY issues. I DONT have the merchandise and I do NOT want to pay for something I never received.Business response
12/21/2021
BBB *************************************************************************************
Re: Case # ********
Hello,
Please accept this in response to your letter to J.Crew,dated 12/21/2021, enclosing the complaint filed with your office (case # ********). Weve been in touch with ************** to address her concerns she is welcome to give us a call at ************ or contact us at ******************************* with any questions.
Sincerely,
*************************
J.Crew/Madewell
Customer Advocate
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Customer Complaints Summary
95 total complaints in the last 3 years.
37 complaints closed in the last 12 months.