06 March 2007

Resolved? Combatting You Get What You Pay For

When Raven posted about her icky J. Crew experience, she followed Infintessimal Readership and DC Celine advice and contacted the company. Here's what she writes about their response:

Well, I pretty much got what I expected -- what is mostly a form letter.

I will excerpt:

Our returns inspectors are normally extremely thorough when checking our returned items for quality, defects and other items that may call the item's quality into question. Pockets are supposed to be checked and emptied as well. Any returned items that are returned to our stock are supposed to be good as new. This was obviously not the case with your chinos.
You are also welcome to return the chinos along with the hair accessory you found. Be sure to note that the item was left in the pocket by our returns team, and this is why you are returning it, if you choose to do so.

If you believe your sweater is defective, you are welcome to send it to the J.Crew Returns Center for evaluation. Please be sure to note the nature of the defect that you have discovered on inside of the package.
If the sweater is deemed defective, we will issue a refund or exchange the item according to your request.

We sincerely apologize for the problems you've brought to light, and will use this information to improve and refine our procedures. We hopethat you will continue to enjoy the same level of quality and service that you have experienced over your years of patronage. We expect nothing less from ourselves.

I don't know what I expected, exactly, but it somehow was more than this. I chose to go the email route because the closest accessible JCrew is in Columbia and I don't have time to go down there. (Other one is at the Balto Harbor and I refuse to pay $10 to park for an hour).

The best part is "you're welcome to return the chinos along with the hair accessory." Right. Like I actually KEPT it, much less want to touch it again to mail back to you.

So, there you go. No more JCrew for me. Oh well. They're overpriced anyway.

Raven, you did your consumer's duty, and let the company know about a problem. Their response, while not effuse, certainly is appropriate. What I heard them say: "Return the icky things." Not unreasonable.

Big companies: Hear us now. We don't like icky things in our pockets. And we expect you to do something about it. We know you can.

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