I went to purchase the Italian Cashmere Wrap this morning from jcrew.com because I saw on the item page that it was 50% off with a promo code. When I put the item in my shopping cart, it said that this item wasn't included in the promo (even though it very clearly stated otherwise on the item page). So I called the customer service phone number and was told that she couldn't honor the promo without seeing what I was seeing. Her recommendation was to email *******@jcrew.com with a screenshot of what I was seeing. I did this and realized hours later that she had given me the wrong email address. So I sent a new email to *******@jcrew.com with the same content. I never heard back from either email and when I went to look on the site again this afternoon, the item was sold out. So not only did I not get the item, but I still haven't heard back from customer support yet... and the customer support rep that I spoke with on the phone was of no help and gave me incorrect information. I am beyond livid. I will never be shopping at jcrew again. Their products have gone downhill in terms of quality and now their customer service is down the drain too. I am completely dissatisfied and unhappy.

Every time I receive the J Crew catalog, the items that I want to buy are always already sold out. How can that be? You assume that you are receiving the catalog at the same time as everyone else, are all the other people much faster at going online and purchasing these items? J Crew needs to do a better job at making sure the stuff they put in their catalogs are available to the customers at least the same week that the customer receives their catalog. This has happened to me at least 5 times so far.

I spent over 400$ on a cashmere scarf and boyfriend sweater. I wore the sweater only one month and it started to pill. I felt the scarf was also very flimsy for what it should be. I contacted them by their *******@jcrew.com four times with no reply. I contacted them at their other order.com address and no reply. Not even a "we will answer your request in 48 hours." This has been well over one month and still no answer. My next step is to contact them via telephone. What I have found is their material has become substandard. Their quality has gone way down. I know I am not overly crazy when it comes to my clothes, but when I spend that kind of money, I want my items to last and look good. This isn't inexpensive piece of clothing as far as I'm concerned. Stay tuned as I will let you know how it plays out once I call and speak with a representative.

I am obsessed with J. Crew. Their retail experience is top notch, and I love how you can order items (for free shipping) online while you're in the store. Their site is easy to navigate and I absolutely love all the pictures. I also love when they do anything that curates looks, as the way they style clothing is unreal.

Update: To reiterate, they have a terrible inventory system and will cancel your order even if at the time of order their items show up and you are able to add to cart. I believe they have preferred customers (Jcrew credit card) and I suspect they ship to those customers first, then everyone else. It's irritating and not unlike what flash sale sites do. I recently had an order cancelled because of low stock, and I remember that this happened to me before, but for another reason. Something about them not recognizing my method of payment (PayPal) which is allowable. It's frustrating to say the least and I try not to shop there often but when I do and this happens well... watch out for orders during sales. Their inventory may be inaccurate.
Jcrew is you know Jcrew, not exactly my thing but they're clean, polished and well structured. I find they have schizophrenic sales from 30% off everything to, $50 off $200 and 40% off sale items. It's something you must check day to day or at least pay attention to email. I've ordered from them twice online and they definitely ship timely with good packaging. It's great to be able to return items in store. I don't like their return policy with finale sale that is impossible to return if you order online for items like swimwear for example. Since they don't carry swimwear in store, you have to order online. If it's full price and you can justify it, returns are allowed but catch something at a good price and it's likely you can't return it! They deduct a $5 for mail in returns which isn't so bad at all but their shipping again can be schizophrenic, ranging from free at any price, free after $150 or somewhere in between.