J.Crew Factory

Reviews

• ML

  Maureen Lee

  Jun 21, 2025
  1.0
  Considering the sad state of brick and mortar retail, I'm grateful for the stores we still have available. Unfortunately the staff at this J Crew Factory outlet exemplify why stores are struggling. I initiated a return online a few days past the 30-day window because I had been traveling. I indicated an in-store return and was sent a return slip. I took my unopened sweater to the store and was denied. The woman behind the counter seemed confused to begin with, then she asked a man I assume was the manager for help. He said it would be okay to accept a return two to three days past the return window but not five days past the return window. The unopened sweater I was trying to return was still for sale in the store. I was left with the distinct impression that this manager invented the two- to three-day exception based on not wanting to help me, because I cannot find this exception limit documented anywhere. The good news is that when I went home and called customer service, they sent me a UPS label to complete my return and they waived the $7.50 shipping fee without me asking. I received an e-gift card for the full cost of the sweater, which I will happily use online. This is the level of J Crew customer service many of us are familiar with. The staff at the Altoona store caused extra driving, shipping, cost, etc. because they were unwilling, unable, or ignorant to the fact that they could offer an e-gift card for a return outside the 30-day window. I will do my shopping with J Crew Factry online from now on.
• SC

  Samantha Coulson

  Oct 22, 2023
  1.0
  Went in today to return an order for my fiancé that did not fit properly (I purchased it without him present to try on). I came in wearing sweat pants and a KC Chiefs sweatshirt without makeup on because I only needed to run this one errand today. I was completely judged by my attire/ appearance . Regardless of the fact that I have been a local customer who has the money to purchase their clothes. Note- I had bought these clothes for engagment photos and as a couple we had spent over $500 on attire. When I showed up the store a sales associate “greeted me” by saying “Do you have a return? (In a rude tone). I said yes. She asked me where my receipts was and when I bought the purchase two weeks prior they told me that they had switched to online receipts and if I wanted to return, it would be in their system. I told her this and she got mad, shoved her tablet in my face and made me type in my own email. While I was doing that, she said “you really don’t have a receipt”, to which I replied, “let me look in my email but they said you would have it.” I found the email. Then she proceeded to ask me if the clothes had been worn (they had not been and had every single tag (sticker tags and plastic tag tags on them). She finally got me refunded and when I asked if I could have a receipt, she refused to print one for me, even though she had just badgered me for not having a physical receipt. Note- I got one in my email. This sales attendant was a middle aged women with short brown hair and glasses. She needs customer service training ASAP. Regardless of how a customer dresses or if they have makeup on, they should be treated like a human being. In the future, I will take my business to other stores who treat all customers with respect.
• TB

  Todd Brown

  Apr 28, 2023
  5.0
  Found awesome deal on mens slacks
• MR

  Michelle Rodriguez

  Mar 6, 2023
  5.0
  Walk in and frim the start had excellent customer service. Was help and found what I needed it.