Bad Merchandise from J.Crew {they'll review it?!?}

"Thanks!" to many of you, who let us know about some recent changes to J.Crew's policy on sending out defective or incorrect merchandise:

Jess (in this post) shared:

Starting from this week, if you call in after they send a wrong item, the regular CS will refer you to a certain "specialist" who asks you to ship it back with no prospects that you'll get the refund soon. No it's no longer OK to just drop off the item at your local store."Send back your item and we'll proceed from there". What kind of CS is that???!!! It's your mistake, J.Crew!

Allyson (in this post) shared:

I got the same response when I called about the snap breaking off my matinee trench on it's first wear! CS told me to ship it back and they'd "review it." When I asked what that meant, she said they "review" my claim and would either return my jacket to me or refund my money. When I asked how long, she told me it could take several weeks. I felt like she was accusing me of lying! I just hung up. I am wearing it with a broken snap as a reminder of how cheap J.Crew has become. I am assuming that's what they want you to do. Just give up. For contrast, the strap on my son's Land's end back pack fell apart after a few weeks. Called CS, new backpack shipped immediately with envelope to return old one with no charge.

Riley (in this post) shared:

I contacted CS to ask for replacement buttons and this was their response: We are truly sorry for the quality issues you've experienced with our Jackie Cardigans. We stand behind our merchandise, so we'll be happy to review the items for defects.

As others have mentioned, they wanted me to mail the item back for them to review. I plan on buying buttons and replacing them myself and will have to find another source for Jackie-like cardigans in the future.

In the past, J.Crew was very proactive about correcting any mistakes in defective or incorrect merchandise sent to customers. I remember an instance where I received the wrong pair of ballet flats and J.Crew issued me an immediate refund- right then and there (no merchandise had been returned yet). They just apologized and asked me to drop it off at my local store whenever it was convenient for me. Even though I was upset that I did not get the right shoes, and the pair I wanted sold out, I was delighted how quick and customer friendly J.Crew's response was. It took the sting out of the mistake.

That is why hearing these changes on the new policy- about sending defective/incorrect merchandise to a "specialist", and waiting around for a decision (like going to some type of court to prove your case)- sounds disheartening. One of the reasons I shop at J.Crew and the like (e.g. Nordstroms), is because of their customer-friendly policies.

Personally, I would be really upset if I got a wrong item sent to me and then was told I had to send it in for review because they did not believe me.

Now I understand that customers might abuse the policies. It's terrible and I do not agree with it. However, J.Crew should take steps to note or indicate that on their individual account. The rest of the customer population should not have to be prematurely accused of misbehaving.

What are your thoughts on the recent policy change on defective/incorrect merchandise? Did you encounter it recently?