A Happy Camper

I cannot resist a sale. So when J.Crew ever so kindly sent me a reminder e-mail that its swimwear was on final sale and clearance, I just about started drooling. Earlier this summer, I purchased a gorgeous green two-piece suit (gotta love that mix-n-match style) from the J.Crew Web site, which by the way, has a really cool (and helpful) feature called Swimfinder that lets you search by all sorts of different categories and see the suits on actual bodies. I paid full price for the green number and was very pleased with my purchase--so when I saw the opportunity to snag the same two-piece (in a different color of course, I'm not that shop-crazy) at half the price, I jumped at the chance.

Now, the story gets a little sticky. I ordered the same exact style and size in the top and bottom pieces in a fabulous Flamingo pink (cause after a summer of pool weekends I can actually wear light colors without looking like a ghost now! Don't worry, I always wear some SPF). I excitedly awaited its delivery with easy satisfaction, knowing that no surprises were going to ruin this purchase. Unfortunately, I was wrong. The top of the suit ended up having a huge defect that made it unwearable, automatically sending me into a panic since this was a clearance item/final sale and NOT returnable. I immediately called the customer service line around 7 p.m. and was actually able to speak with a representative. I was pleasantly surprised by how helpful and nice she was to speak with. She placed a special comment under my order number and told me that I would be able to return the suit to a J.Crew store in my area and receive a full refund. Happy with her promise, I headed to a local J.Crew a few days later--still anticipating the ensuing fight with one of the sales associates. Again I was wrong, but this time I was glad that I was mistaken. I gave the associate my order number and receipt along with the suit, and he quickly refunded my money --including the shipping and handling! No problems whatsoever. Even though the purchase didn't work out, it was one of the most pleasant retail experiences I've ever encountered. I will most definitely continue to do business with J.Crew.

Sometimes I find that retailers and their Web sites are not always aligned when it comes customer service goals, return policies or even merchandise offerings. But when a retailer does have synergy with its e-commerce business and its brick-and-mortar locations, it can really boost customer loyalty--and sales. It's refreshing to see that some retailers are taking this to heart and are already making the brand experience one that is all encompassing. I am one happy camper, or more appropriately, one happy shopper. Which makes for one happy (read loyal) customer.

--Jessie Bove

Comments

[Paul Mallon]

How about this new video posted to youtube? I love this video! Sales people disappearing into the black hole of the stock room is a wonderful thing to parody because we've all been there!

http://www.youtube.com/watch?v=BIvhcwlS1sk

[Ron Knoth]

J. Crew move over, you are not the only online retailer with a heart. My couch, which I had purchased at Jennifer Convertible in 1987, finally died an honorable death. Granted, it was slow and painful. When I purchased it, I bought a $180.00 lifetime warrantee, promising me reupholstery or replacement. A promise made in the dark, as Jennifer Convertible refused to honor it, as I had moved from my original address. I.e. the fine print. So much for Jennifer. You are on my never to shop there again list.

My companion Jimmy and I traipsed all over NY City to find a couch. There was plenty in stock, all of them comfy, many quite stylish, $4,000, $3,000, occasionally $2,000, which I refused to consider as I am strictly a bargain shopper. Like Goldilocks I wanted to find one that was just right. On to the internet, I scoured Froogle, I surfed furniture.com, eBay, amazon and Ioffer, but no luck, I came close a few times, but then it happened, on a search at www.jcpenny.com-- there it was, the holy grail of couches, a gay man’s fantasy, a two piece sectional, in khaki cotton twill, with rounded arms, and two stripped accent pillows in cranberry, just $899.00, plus sales tax and shipping. I was reticent to make a purchase on line, it’s sort of like internet dating, was what I ordered going to look like what I got?

The next day I dropped of my check at a local JC Penney catalog outlet, and placed my order. It was in stock, and the estimated 4-6 weeks shipping was promised to me at 4 weeks guaranteed, but at five weeks, it hadn’t arrived. fraught with anguish, I hastily emailed customer service and they arranged for my couch to be delivered with in 24 hours. On top of that a miracle! To thank me for my patience they knocked off 50% of the 264.00 shipping which came to 132.00. I felt like I was practically stealing it.

It arrived on time, and was well wrapped. The movers were like Oliver Hardy and Stan Laurel, which should have told me that something was awry. When we cut off the plastic wrap, and tore away the cardboard, the couch was scuffed and dusty, one corner showed some wear, and one of the accent pillows had a nasty tear. The movers offered to take it back, but that would have left me with a gaping hole in my junior one bedroom.

I hoped that with a little K2r that it might come clean, and indeed most of it did. Still I was steamed, so I emailed digital pictures to customer services who offered to ship me a replacement couch immediately. We were now like best friends. I asked if we could be a bit more practical, and if they could estimate the damages based on my photos, and refund me the difference. I could live with the couch it was still a vast improvement over what I had. Sure as the stars in heaven, JC Penny knocked off 25% of the purchase price and a check for 224.75 was in my mail box within a week’s time.

I never considered myself a JC Penny kind of guy, but like internet dating, sometimes opposites attract. I’m now in a committed relationship with JC Penny and hope that it will be a long time relationship

PS the couch is comfy!