Do you routinely phone before ordering online?

I'm a relative newbie to ordering online, because lots of clothes don't fit me right and there just seems like such a huge margin for error when you can't try things on. However, since discovering that petite sizes tend to ACTUALLY FIT ME (duh), I'm making forays into the world of online shopping. My first attempt, a black silk jcrew blouse, was a total failure; despite reading the size charts carefully, the one I chose was miles too big. But then I had success with a jcrew blazer, and I'd got the style consultant from the brick-and-mortar store to help guide me to the right size that time. So I decided that I would try to exchange the silk blouse rather than return it, and I phoned the jcrew 1-800 number for help.

Well. I gave the guy on the phone my measurements, and asked for guidance. He read me the actual measurements of the blouse, and they are SO DIFFERENT for what's on the size chart that it's no wonder I ordered the wrong size! The new blouse hasn't come yet, but if it fits, I will be phoning every single time I place an online order in the future. Why don't they just put the garment dimensions on the website? Are we supposed to phone before we place an order? Sometimes talking to a human is just so helpful.

13 years ago

CocoLion

(website)

Veteran

J Crew has really good customer service I have found, as does Nordstrom. I really like Shopbop on-line as well. I rarely call, but sometimes I send an email if I have a question. If I called it might save some returns so thank you for sharing your experience; I'm definitely calling more often from now on.

lyn*

I usually use the online "contact us" feature if I have any questions or if I am unfamiliar with the brand!

Aziraphale

Lyn -- how long does it generally take to get a response if you send a message via the "contact us" feature?

biscuitsmom

Great tip! I love the 'live help' feature many stores have online.... email can take FOREVER to be answered....

Anonymous

It depends on the store. J crew has one of the best customer service staff I've seen. They are also very knowledgeable as of their merchandise. I would put Nordstrom, Anthro and Shopbop in that category.
GAP and BR are horrid, on the other hand.

Diana

I use live chat or other online based things sometimes, but I rarely phone. I hate talking on the phone, particularly to strangers. =P The only time I will call is if I need to do an exchange or something that requires a phone call (but I'll always try the online feature first).

I probably should just get over the phone thing. It would save me some returns. I generally try to order mostly from places with free shipping/returns though so it's not a huge deal (plus I live one block from the UPS store, where I think they recognize me even though I have literally never actually paid for anything there.)

christy

Have to admit this never even occurred to me to call ahead of time! What a great idea though...good associates can tell you if a particular item is running big or small. Some of it also just depends on knowing how a particular brand fits on you, though that can be hard without trial and error. For example, at BR I'm usually a 4P, but I've found I have to order an 8P in their fitted shirts to keep them from being too tight around my middle.

Great idea though! Thanks!

Not at all, Christy! Honestly I was just curious whether phoning is routine, and everyone does it, and I'm only just in the loop. But I guess that's not the case.

It sounds like what we have here is simply good customer service on the part of jcrew. What surprised me was the difference between the body measurements they post on their sizing chart, and the actual measurements of the garment. There was quite a lot of -- is it called "ease"? -- basically extra room in the garment. I wonder why they can't just put that information on the website, because now I'm going to be harassing them with phone calls every time I want to order something.

I do the email or live chat sometimes. I'm like Diana, not a fan of the phone. Often I'll just take my chances and order according to the chart if returns are easy. But after my last slew of go backs, maybe I should take the time to ask first, buy later.

I really, really wish that all online catalogues (or print ones, for that matter) included garment measurements. It would be incredibly helpful. Sometimes they don't even include the fibre information, which could be literally painful for me, seeing as I have a rather bad allergy to acrylic.

Thanks for posting this, Elizabeth. I think I will consider phoning now if I need more information.

Keix

Companies/brands that DO post garment measurements: Boden and Garnet Hill (although GH is not consistent about it). Otherwise, if I'm not sure about the size I'll use live chat... I hate talking on the phone, too.

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