My First Crewcuts Order

Yesterday was my daughter's second birthday (we spent it at home due to bad weather) but her birthday party will be this coming Sunday and it was only once we were back from Bermuda that I started to think to her outfit for the occasion. The plan was to visit the Soho store this week, which is the only store in NYC to carry the Crewcuts line, and buy the first Jcrew dress for her birthday (I admit that this is a birthday present for me more than for her)!

Well, guess what? When I called to check the opening hours, I found out that the Soho store was closed for renovations and will reopen this Saturday. Saturday I will definitively be too busy with the preparation of the party to go shopping plus it seemed a little bit too last minute even for me (I am one of those people who, no matter how early they start something, they always manage to finish it at last minute, not to say late).

So the only option left was to order from the Internet/catalog but it was already Tuesday and by the time that I made my choice and was ready to order it was Tuesday night so I was feeling a little bit anxious. Anyway I called and ordered three dresses because I wanted to be sure to have enough options. I didn't want something too dressy (the party has an Elmo theme - she just loves Elmo) just a cute little dress that she will be able to wear to playdates and in the summer evening if not at the playground.

I place my order and ask about the 3-days express delivery because I wanted to be sure that the dresses would arrive by Saturday, but the SA told me that even choosing the 3-days delivery my order would only arrive the next Tuesday and this would cost me $21! Now, I don't want to use the term Crewless because the lady (actually a girl if I have to judge from the voice) was very nice and seemed to knew very well their stock even if she was clearly unfamiliar with their delivery options. I asked her twice if she was sure because I never used the express delivery before and one week didn't really rhyme with "express" to my ears; so in the end I just went with the free standard shipping because it happened in the past that my orders would ship much faster than expected.

I went to bed (and dreamt that we were going out with the Obamas, not sure if Jcrew was the connection between me and the Obamas, but it's very likely, even if I don't remember Michelle's outfit in the dream!) and the morning after I saw in the order confirmation email that a sales tax was added to my order, when in the state of NY we don't pay the sales tax on clothes with a value below $110.
I wasn't really upset, I just wanted them to admit the mistake and refund my credit card. While I was at it I explained the situation with the Soho store closed and the fact that a week for an express delivery didn't seem a proof of a good customer service.

I'm going to post the reply because I think that this is a good exemple of what Jcrew should respond to their customers who complain about an order:

Dear Emanuela:
We sincerely apologize for charging sales tax on your recent order. A credit of $5.78has been credited back to your American Express credit card. This credit will appear within one or two billing statements. Your order shipped from our distribution center on May 13, 2009 and may arrive in time for her birthday party. Regular shipping normally arrives in four to seven business days. The UPS tracking number for your package is: 1z6v86420357354008.
We are sorry to hear that you were unable to purchase your daughter's birthday dress from our Soho store, due to the store being renovated. We regret the confusion about our express service. Our 3-day express service for an extra $7.00, guarantees the delivery of an order within three business days. The 3-day express would have guaranteed your package to arrive on Friday 15, 2009. We also offer a 2-day express that guarantees delivery within two business days for an extra $15.00 charge. Saturday express delivery is also offered for specific zip codes for an additional charge of $25.00.
For the inconvenience, we would like to offer a free regular shipping on your next order. If you order by internet, please email us your order number and we will credit the shipping. If you order by phone please refer to order 1012283701.
If we can be of further assistance, please let me know by responding directly to this email or through my contact information which I have provided below.

I think that it was supercool from their part that they have not only expedited the shipping on my order without any additional cost (my order went out in 12 hours) but also offered me free shipping on the my next order as an apology.

Anyway, the package arrived today. I was super-excited and when I opened it I had another pleasant surprise: my first hand-written "Mickey card" with their "committment to their loyal customers statement". I don't know if they add this to all the orders that are shipped out because I haven't ordered from the Internet since the holidays but it was nice to receive it:



Maybe this means that I made to the select list of customers and will receive the Red card the next time?
Back to the package, this is the first dress that I opened, as it is the only one in the misty lavander color that I LOVE on my daughter (I think it's the best color for her):



It is a very simple shift dress (in fact it's called "Girl's cotton ruffle-neck shift dress, item #14811). I tried it on my daughter and as expected her blue eyes almost turned to lavender while she had it on. I love it and I will surely keep it but it runs a little bit big and I'm not sure that it will make a good party dress.

The second one is the perfect party dress and for a mere $35:



This one is called "Girls' cotton courtyard dress" (item 12924). It also comes in Misty Lavender but unfortunately it was sold out in a size 2. This is my fave but I don't see many other occasions when she could wear it as we don't have a courtyard lol.

The third one, the "girls' cotton courtyard dress" (item 12924) was disappointing. I choose the Sweet cataloupe color as this one didn't come in lavender:



Besides the color (that I'm not sure I like for my daughter), it isn't very well made IMO. It looks like the sewing around the waist is going to crack up after one wear and it's the same price than the courtyard dress. Not worth it to me, this one is going back (unless I try it on my daughter and she looks so cute in it that I decide to keep it).

So as of Friday night the candidate for the party is number 2. However, I have also bought a "birthday girl" tee (with a cupcake) and a little ruffle miniskirt at Gymboree today (they are having a 30% off F&F event, if you need a code let me know), so I'm going to decide at the last minute. Maybe I'm even going to involve my husband (I'm sure he will choose the cupcake tee).

Have you ever bought Crewcuts? Did you have an experience with Customer Service at Jcrew that exceeded your expectations?