J.Crew says sorry
J. Crew wants you to know that it doesn't take technical glitches lightly. Consider this e-mail that appeared in my inbox and on the front of the retailer's Web site yesterday (trendy all-lowercase style is theirs):
"we've made some mistakes ... (too many in our mind). we want to say that we're sorry for any issues you have experienced while shopping J.Crew online or over the phone over the last few weeks -- we know we've let you down.
we are in the midst of making some enhancements to our web site an call center (and unfortunately encountered some bumps along the way). please bear with us as we work through these issues -- we know it's not perfect.
we appreciate your patience."
The heartfelt apology comes courtesy CEO Mickey Drexler and President Tracy Gardner. (But alas, no coupon or discount! A source inside the company said that was worried an big promotion would drive a rush of traffic that would overwhelm a system under construction.)
"He personally wanted to put his name out there as being sorry and letting everyone know that he is aware and working on all the issues to make sure we can get up to speed as quickly as possible," spokeswoman Margot Fooshee said.
The upgrades to the site are supposed to improve the search function, allow you to zoom in on that tangerine coat and shop the catalog online. But implementation ended up creating a long hold time for shoppers dialing the call center and difficulty tracking pacakges, Fooshee told me.
The last thing I ordered online from J.Crew was a lime green cashmere cardigan -- on sale, of course. I tooled around the site for a bit but didn't find anything out of order. However, I did find a few recent complaints about the site on The Nest's bulletin boards. In any case, I can definitely say I've never gotten an unsolicited apology from any retailer before!
By Ylan Mui |
July 31, 2008; 10:00 AM ET
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