Rant: Irritations with online retailers (j. crew and Garnet Hill)

Feel free to ignore this ranting post!

I ordered the j. crew navy velvet pants last week. They arrived really quickly, and the next day (Saturday) j. crew started their 25% off promo. I called to see if I could get a credit since it was SO close... of course they said no but I could return and reorder. So I've sent off the return, and now I'm feeling like I don't REALLY need these pants that much. So, good for my budget, but stupid of them because they would have made the sale. I understand not wanting to retroactively apply promos but it would be nice if there was a window of time, like a week or two, so customers don't feel ripped off! Nordstrom is so good about this and most of my dollars go to them now.

Then Garnet Hill sent out a "free shipping" email. No code, just free shipping. So I ordered something for my DH for Christmas, used a 20% off promo code I had from the catalogue, and got charged $17 for shipping. When I called them they said "Oh, you can only use one promo at a time." I cancelled that order too, just out of irritation.

Am I just Queen Crotchety, or do I have valid gripes?

11 years ago

Suz

(website)

Veteran

Here in Canada, I am tempted to say you are Queen Lucky Duck; your BAD customer service sounds like a dream of great customer service to me!

Seriously, though, it sounds as if some retailers just can't keep up with what their own best interests are.

catgirl

Haha, Suz! My pathetic first world problems, if Alaska can be considered part of the first world.

yeah, annoying. I am annoyed at a 30% off sale just barely offsetting shipping costs and tax at Ann Taylor. Somehow a $54 cuff discounted to $38 and some change comes to over $50 at purchase time. If it weren't for the 'sale' I would have said forget it. I already got burned on $10 shipping on my Macy's satin blazer. Harumph.
Guess those of us who are 2 hours from a mall are S*@# out of luck, huh? Blergh.

Jjsloane

On principal I would have sent back the Jcrew pants too and not rebought (it seems ridiculous if you could reorder at a lower price why waste the shipping back and forth for the same result)?

I am often irritated by only one deal at a time especially when they advertise multiples (I'm looking at you Ulta of the discount OR free shipping) I realize the free shipping is in the prices somewhere, but it's not as painful as putting an extra $8 on an individual item.

I've learned to just be amused by the fact that I get 3 different sale emails per day from Sierra Trading Post and clicking through each results in a totally different price for the same items. Really? Reminds me of the grocery stores who refuse to give you the sale price of an item if you don't have their loyalty card.

I guess I'm with you in the Crochety Kingdom.

bj1111

yup...set to place an order and checked for a promo coupon. my order was one dollar short! so no free shipping and no $15 off for $100 purchase. but all returns are free! so tossed in a pair of socks that i don't need, that will be shipped back to them. total cost greater than if they had just given me the discount in the first place.

interestingly, this is the first time i've seen shipping costs applied on the order, but free shipping on the return--for any reason, as long as you are unhappy. seems to discourage initial buying, and potentially encourage frivolous returns on (well) worn merchandise.

rae

I'm with you! J. Crew's policies page online clearly states that they do price adjustments within 7 days of the ship date - what losers! Harumph. And for Garnet Hill, if there was no code needed for free shipping, then they should have honored both promotions - it's not the customer's fault that their web design team did not communicate the promo correctly!

Mochi

I'm happy to rant in solidarity for whatever reason. I do know there are stores (just can't remember which ones at the moment) that will deduct the difference if a promo comes up soon after your purchase. It would seem good policy for keeping customers happy without any huge loss on the store's part....

Thistle

I totally understand where you are coming from!

I had the same thing happen at Talbots. I bought an item on Wednesday, they started a promo Friday, no previous purchases would be credtied. I didn't even HAVE the item I had purchased at the higher price yet! I returned it andhad them reship the SAME item to me at the lower price. It just cost them shipping again as I get free shipping on all my orders with them.

Sometimes you just wanna cry. I wish we had a Nordstroms in my state.

So I just chatted with a j. crew person who explained to me that this:

"J.Crew gladly honors a one-time price adjustment on full-price merchandise within seven days of the retail purchase or mail order ship date if accompanied by the original receipt. Items not purchased at full price are ineligible for price adjustments."

does not apply to promotions, only to sales. *head spinning* Anyway, back goes the package. The pants are very nice if anyone wants a review of them!

Pffft! IF that is their policy, then they should specify so on their policy page. Grrr... my hackles are way up now.

Anonymous

I am with you!, but you should see how things are in Europe! They don't even reply when you try to complain. Although I have had some bad experiences here in the US it's never been as bad.

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