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.

Nice shop, many things to choose from, satisfied with my purchase, I found my size right away, which is great

Horrible company! I am always appalled when a large company treats customers in a manner that would shut down any small to mid size mom and pop operation. I ordered pajamas for my wife before Christmas. Dec 12 to be exact. I paid extra for 2-3 day shipping. When it did not come i called (Dec 20th) They apologized and said they would wave the shipping cost. Its now Feb 3! I called and they couldn't find my account. When they did they said it is set to ship March 30th! WHAT! I asked for a manager, Rachel Webb. She said actually one of the pajamas is set to go out now! REALLY, COME ON! She said they will cancel the one order and when I get the one that should ship out in the next week, that I can ship it back. I said I want nothing from your company. If this was a small business, the proper thing to do would be to credit me for the ones being shipped and cancel the other order. Instead there was never a mention of a credit. No mention that they take ownership for 2 months of no communication and status updates. I guess I am old school, but just let me walk into damn store and leave with my items. This is a joke! I highly recommend NOT using JCREW Online services. I will not buy anything from them any longer.

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.

The quality of all their products is guaranteed to be always best, it never disappoints in that region. Cool new collection with good price.

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.

Do not order from J Crew online. You might never see your order.

I placed an order on November 27th with the delivery date set for December 7th or earlier. I was charged about $200 on my card and received a confirmation email of the order. The confirmation order email said that I would be receiving a shipping email shortly after. After 2 weeks, I never received a shipping email and it is now December 10th and my order is still nowhere to be found. I called last Wednesday, December 5th and a customer service rep was very condescending towards me. He made me feel like I was being crazy and dumb for calling to ask about my order. He said it would still arrive by Friday, December 7th (2 days away with no shipping confirmation still). I waited and it didn't come. Today, I have been on the phone/on hold for over 2 hours. The first time I waited for 45 minutes to speak with a girl who told me that she was being told to tell every customer that our orders would arrive in 2-3 business days. I explained that I would be going out of town at the end of the week for a few weeks and that if my order didn't actually arrive in this time then I needed a refund. She said she didn't really know when it would come but she would connect me with a department that actually tracks orders. I waited again for 5 minutes and then I was hung up on!
I called back and I have been on hold for 50 minutes now. I have also sent 4 emails over the last week to J Crew customer service and have not heard anything back.

This is absolutely atrocious service from the people I am speaking with on the phone and also J Crew itself. If you tell customers to order something and that they will have it by a certain date, then make sure they get it by that date. If issues come up (because issues do come up sometimes), then at least email me and let me know what is going on instead of making me spend hours trying to figure out what is going on with my order.

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