"We are what we believe we are."
C.S. Lewis

Wednesday, February 6, 2013

Pink Proof

Collection Tuxedo Pencil Skirt
 Well Tooties, I wonder if you'll remember my post a week ago today titled Spring Fling.
When I read it now I can't help but feel a sadness as I contemplate the optimism practically leaping off the screen.  I was so excited about a silk-lined pink skirt...

That lining looks very polyester-ish doesn't it.
 It arrived and I didn't even have to look at the fabric tag to know the terrible truth.
The lining is not silk as stated in the copy.
 But look I did and lo and behold: Lining: 100% Polyester.
Detail of side vent.
The outer fabric is indeed a wool and silk blend but it had a very funny hand-feel, it almost felt like canvas.
Of course I didn't even try it on.  I sent it back which cost me a walk in the freezing cold and $22.38.
I'd like to get my postage costs refunded, how would you deal with customer service on an issue like this one?
xoDani

55 comments:

  1. That is disappointing (if not surprising)! I would definitely call customer service for a refund of shipping costs. That's not right that they've advertised the product as something it's not, and they really should give your money back.

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  2. Also, you should take a screen shot of the product copy describing the lining as silk, to send to customer service.

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    1. cate good idea about the screen shot, I'm going to go do that now. Thanks!

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  3. Oh no, they didn't! I am sorry. I was really hoping it would be silk even if the price should have sent an alarm off probably.
    You are entitled to a full refund for sure. I don't think they will refuse but if they did I would talk directly to Mickey and let him "micromanage"!

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    1. Hi Ema, I've never asked for a refund on my return-ship costs but this was a glaring mistake on their part. I would never ever have ordered the skirt if it had included the correct fabrics in the copy. It's all a bit tiring!

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  4. Oh Dani, that is a shame. I 2nd Cate's suggestion about taking a screen shot of the copy. They could change it before you get a chance. I'd definitely call CS and ask for a refund on shipping. I would probably even email Mickey about it. Certainly wouldn't hurt and maybe the Copywriter From Space will get a reprimand, or be relegated to Crewcuts copy.

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    1. audreybella I'm not feeling very charitable towards the CFS these days, good idea on the relegation to crewcuts copy!

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  5. I also think you should start looking into having some of these sort of garments made for you. Pencil skirts are not difficult to make and you can select exactly the fabric and lining you want. Have a talk with your tailor and see what she thinks.

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    1. NancyDaQ that is a good suggestion. Thanks goodness for Brora, they always use the best fabrics and their copy is spot on, with online customer reviews as well.
      I didn't even need a pink pencil skirt though I do have plenty of shirts that would have been perfect with it, I have a pair of pale pink pants I wear in summer and I thought this would be a nice switch for those in order to create more outfits. Oh well!

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  6. I'm starting to think a dressmaker might be the answer to your troubles as well! Where did you manage to source your silk for the new linings? I've been asking around our area for a dressmaker; found a lady just next to The Stone Store. She quoted me $100 for a dress (not including pattern and fabric of course). Wonder if it would be less for a skirt?

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    1. Hi Dannie, I think I've used that tailor before, that is a good price as there are certainly several hours work in a dress.
      I found the silk on ebay, I can send you the link if you like!

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  7. The copywriter should start writing fiction. I returned a $200+ sweater last December because it definitely was not 7-gauge cashmere as stated in the website. I was not charged shipping. On a positive note, they do listen and I think you will get your shipping costs back since it is misrepresentation on their part.

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    1. Marie that is encouraging that you were listened to! Someone at JCrew is having a massive love affair with polyester.

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  8. Oh Dani, this must have been a dissapointment :( Definitely ask for return of the shipping cost, I am confident they will give it to you without any problem. I think having the skirt or dress made would be perfect, it wil fit perfectly and you can pick the fabrics. And the price will not be worse that J.Crew, especially when you figure out cost of PTTO.

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    1. ajc, the PTTO really burns on this one as I'm sure you can imagine!
      What I'd really like to do is be the fabric-buyer for JCrew. ;)
      Anyway yes it was a disappointment!

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  9. If the company said it was silk they misrepresented their goods and should reimburse you on the postage for this alone. I think you need to contact them and politely but firmly complain.
    They do not need negative press nor do they want to lose a repeat customer.
    Good luck.

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    1. Hostess all true, I think I will suggest as well that they have a hard look at their copy so they don't continue to misrepresent items, it is very frustrating for the customer!

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  10. Dani, I would absolutely ask for a refund of the shipping costs because they stated that the lining was silk and that was the reason you ordered that skirt. I would bet that they will refund it to you. It must have been so disappointing!

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  11. Oh Dani, so disappointed, I had hopes as well. I'm sure you'll get reimbursed, but still, it's just a hassle. Thanks for keeping us posted!

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  12. I agree with everyone above. I would be furious about the shipping costs back to them, and from them to you. You should be refunded both. They are all about fast fashion now - no more quality clothing from them, unless it's a collaborative piece. It's sad, I always counted on them, and I think they're possibly making a huge error that will cost them in the long run, but I don't know much about retail - so I could be wrong.

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    1. Boy do I agree with you Kathy ... it's one continuous slide

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  13. This is just ridiculous. I am not surprised. I was hoping this wouldn't happen again, but remember a couple years ago, the taffeta brooke skirt? It was "lined in silk" too, except it wasn't in reality. I was so mad and I got stuck with the stupid skirt on final sale. I am sure they will refund your shipping; that's false advertising!

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    1. They accepted a final sale return and refunded shipping last fall for a pair of matchstick cords with a noiceably off center zipper. I was pleasantly surprised.

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  14. I knew it was a typo. Shipping costs should be returned to you.I feel I should be contributing to a postal fund as you save me big bucks in returns. Too bad though as it such a pretty skirt.

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  15. Grrrr. I wouldn't even bother with CS. I'd email Dear Leader directly, screen shot, photo of label and all. Ask him how this could possibly have happened in the first place. Let him have the pleasure of explaining -- and of paying for your postage.

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    1. Dani, WFF's is a great idea. (Maybe even worth interrupting that late afternoon ocean-view tropical cocktail hour??) I am positive you will work out the postage refund, but this sort of mistake really should be brought to the attention of management...

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  16. Scary that perhaps the copy writers thought this was silk-- oh yeah, that's silk. Maybe they don't know the difference...

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  17. Hi Dani, I have had the cost of return shipping refunded in cases where they have either bungled the order or else sent me something defective. It is only fair, as Canada Post shipping charges are so high. I would contact the VPS department - in my experience, the VPS staff are much better to deal with than the regular customer service people. Send them a copy of the website description, and tell them the major reason for your order was the expectation of a silk lining. Good luck!!

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  18. I have had my shipping costs refunded as well in the past.

    Here are my thoughts on this whole JC thing these days. I applaud the company for wanting to go up some rungs on the whole fashion house ladder. But the reality is, you can't charge those kinds of prices unless you are also willing to increase the quality of the materials you use. I have some expensive clothes in my closet, but they are items that are made of real materials, with quality details. J Crew could easily go to the next level if they would take their pizazz and combine that with good quality materials. It is quite sad.

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  19. Hi Dani, I hope that you get your costs reimbursed. What a disappointment - the colour and style are so pretty, it's a shame the fabrication is such a let-down.

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  20. Dani, I hope it encourages you to know that in instances of defective and misrepresented merchandise I have had my postage charges returned three times without issue by both CS and VPS (I don't use her very often.) I used to just "suck it up," (time,if it was a smaller item or went back with other returns anyway.) But then on seeing more PTTO one day the DH reminded me that incorrect descriptions are technically consumer fraud, regardless of industry, and it is daft to waste money. I just screen shot the website (good point already mentioned) scan a copy of my Canada Post receipt and email off, most I have waited is 48 hours. And in latest, most egregious case VPS even refunded my return in full before it arrived (they had tracking anyway).

    Rather makes me sad that three cases were in past year and did not include the Mickey comedy meltdown over the series of disintegrating shirts.

    I am not normally one to do the CEO thing (don't think micromanagement should e encouraged) unless appropriate team fails. But in this case, if you feel so inclined I don't think a Mickey missive is amiss. Simply a reminder that interior content construction is an important as exterior and that accuracy is a challenge for those who must depend on and order from online descriptions. They are expanding internationally, beyond B&M reach so this should be an important consideration for them, regardless of whether the fabric corner cutting continues.

    Off my soapbox, hope you get some satisfaction.

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    1. GF: nailed it. I have a friend who has the email of the quality guy at JCrew, I'm going to ask her for it, send it off to him as well as Mickey. I'll even send it to Jenna if I can find her email (I think I have it from the whole duty-debacle.)

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  21. Oh no!!! That is really bad. I agree with GetFresh, it could be seen as consumer fraud, so with a nice email, you should have your postage refund. Wishing you the best in this!

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  22. Oh no, Dani, that's terrible. Sounds like it's close to over between you and J Crew, eh?

    I think GF nailed it. I would absolutely contact them and request a refund and express your frustration and your intentions to not shop there anymore.

    I guess they'll do what they'll get away with, which is part of why it's so important to express your displeasure.

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  23. Well over here it's against the law - The Trades Description Act. I'm sure they will refund you in total and more, they do give excellent customer service, much better than any I have ever received in UK/Europe.

    Buut they really need to stop doing this, it's happening all too often.

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    1. Tabs I'm sure once I get my request out I'll get a refund soon enough but the horrible copy is going to make ordering online really impossible for me. I knew it already and now I really know it!

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    2. If it is against Canadian law, they are probably subject to those laws as well - though I definitely know little about the legalities of international commerce. I worked for a large company (in retail) that was just starting to get a foothold in a new country, and aligning with the local laws was a big job for them. Just an interesting tidbit, I suppose.

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  24. Sorry to hear that it's a polyester lining, Dani - you must be really disappointed. And totally fed up at having to constantly pay such ruinous prices for sending stuff back to them.This time, they'll have to re-imburse you, because it was their mistake which induced you to buy it in the first place. I think it's quite pathetic that they can't even describe their merchandise accurately. Shame on them.

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    1. Sulky I was already imagining sipping pink champagne cocktails on my birthday in June, all while wearing this skirt. The dream is over.
      The shipping prices are ruinous and my long trod through the cold to mail the dumb thing back was quite pathetic!

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    2. At least you got some fresh air and exercise ;)

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  25. Aw. I'm quite sad about this. Not only because you were so excited about the skirt, but because it doesn't surprise me. I wish J. Crew weren't the only retailer guilty of this. I do hope you have your postage refunded.

    I really would have liked to see that skirt on you.

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    1. DF, I couldn't bear to try it on, really the whole incident brought out the Eeyore in me, why bother?
      Thanks for the sympathy. :)

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  26. This keeps happening over and over. Remember the color block "wool" turtleneck item #22872. It's listed as wool but in reality is only 49% wool, 28% acrylic and 23% alpaca. I kept it anyway because I loved the soft cozy feel. It has a bit of pilling already due to the acrylic and I've had to repair a hole where the turtleneck attaches to the sweater after the first wearing Luckily I could sew it myself and it isn't visible since the turtleneck folds over this area. Still it is aggregating. Probably don't need to worry about the CFS changing the copy. This sweater still today is listed as all wool and it has been on the website for months.

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    1. Sorry aggravating! Darn autocorrect!

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    2. Shopping Celle, I get a kick out of autocorrect, why does it think aggregating is a more common word than aggravating!
      That is discouraging, your sweater! Thank you for telling me about it. This should not be happening over and over, so many people rely on web descriptions and won't be able to shop online if the product information isn't even correct.

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  27. I can't say I'm surprised Dani, I was more surprised to see a silk lining listed in the copy. I was tempted to try the skirt because of the pink color and unique styling but I just couldn't make the leap of faith to submit the order.

    Hopefully you have already received your shipping refund. If you're having difficulty I recommend connecting with a VPS, even if only for this one transaction. You can email erica@jcrew.com to have a VPS pick up your request.

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    1. xoxo, yes any naive thinking on my part is now officially over. I won't be able to order online with unreliable copy, it's not just the shipping costs (which I'm sure will be refunded), it's the hassle and waste-of-time. If we are shopping online we are probably busy women and we need reliability. It's not like this stuff is priced F21!
      Thanks for the tip re a VPS.

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    2. Oooh, but I wish they would stop calling themselves VERY PS's. Yeesh.

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    3. It is the same acronym as Visible Panty Line!

      And I hate the word panty, so it makes it even worse to think of that every time I see VPS :)

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  28. Oh Dani-So very sorry about this silk skirt mess. I knew it was too good to be true. I really do hope you will get your fees refunded, and praying you don't get to hear the "one time courtesy.." refrain. One more testament to the fact that they at JC are running a massive shell game these days. Perhaps you should contact Ms Ephron at the NYT(?) and she could get you some op-ed space. After Mickey's protestations over her Christmas shopping online experience, she might give you an ear(and a pen!)

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  29. ugh i'm so sorry about this - and agree with the ladies that you should take a screen shot that shows the words "Lined in silk" as misrepresenting what it actually is.

    that's just really awful.

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  30. Dani, As I have said before, you have outgrown J. Crew. Get yourself over to Kate Spade and Lafayette 148 and buy fewer but better things. You will be happy!

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    1. Susan true story. And an update to the saga of the pink skirt: I've been refunded my shipping costs and assured that the copy will be changed "even though the skirt has sold out". So I guess that's a special favour because I'm the only nutbar who cares about accurate copy. I offered to speak to quality control re my concerns over copy, fabrics etc but there was no interest in this offer which is too bad as I think I have some valid concerns which might be helpful.
      Thanks Phiphi and beware the JCrew copy!
      Thanks David you were right it was too god to be true, that'll teach me. Good idea re op-ed space I'd love an ear and a pen! ;)

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