Thursday, October 18, 2012

Who's the Leader of the Store that's Made for you and Me? M-I-C-K-E-Y

As promised, my email exchange with Mickey on the cheetah skirt:


From: wmm [mailto:sydforry@hotmail.com]
Sent: Monday, October 15, 2012 6:07 PM
To: Millard Drexler
Subject: Pictures on Website

Hello Mickey,

Huge fan of you and your stores.

But I have a very serious favour/request.  The pictures on the website are almost universally NOT reflective of what the item will look like in real life.  I don't mind the artsy display, but a photo of it in real life would be a great gift to your loyal customers.

A case in point:

The Collection Cheetah Brocade Pencil Skirt.  The picture on the website:



What I got:


Now fortunately for you and I, I am the kind of woman who can rock such a shiny golden skirt:


But honestly, there are many who could not.  I was expecting something very different based on the picture above and while I liked the final version okay, I did not love it like I loved what you had on the web site.  I thought of sending it back, but did not, but sending things back costs you and I money and neither of us likes that.

So, advice from someone who sends you a lot of money each month - tell your staff to take pictures that actually show what the item is like.  Please, please, please! 

Many thanks for your consideration.

The response:

Hi Wendy – so thanks for your e-mail and see exactly what you mean :) – I guess they took the shiny out of the picture – let me see if we can figure out a way to help out –

I’m going to copy Brittany on this who will be in touch – and if you’re not happy with the skirt please send it back and of course we’ll pay for it, etc. – sorry about the hassle –

Best,
Mickey


Mickey and I went on to exchange a couple more email, where I assured him I was keeping the skirt.  Then Brittany got involved.  She could not have been more helpful.  And I getting something in the mail. I really hope it isn't the lamb vest from last year...Seriously... I thought about asking him to bring back the Giverny skirt....

Brittany advised me today that Mickey spoke to the team about my issue today.

Can't you imagine it?  Mickey on the loudspeaker:

PEOPLE!!  WENDY in CANADA WAS SHOCKED BY THE SKIRT WE SENT HER!!!  LOOK AT THIS POOR GIRL!  (at this point, he hits "forward' and all JCrew staff receive my picture.  There is either much gasping or gaping...

PEOPLE!  LOOK AT THOSE SPINDLY LEGS!  SHE WAS LOOKING FOR A TOUCH OF GOSSAMER TASTE.  YOU TOOK THE SHINY OUT!  MAKE SURE YOU SHOW THE SHINY!  HOW WILL WE SHOW THE SHINY?????

Jenna, Tom and Gayle huddle in corner, conferring:

Jenna: why couldn't she see how gold it was?  If she had these big glasses, she would be able to see..

Tom: I think I need to make more skirts, just like this one...

Gayle: why isn't she wearing polka dots and rain boots with this skirt?  I'm going to give her a call.

Yup - that's what happened.  exactly what happened.  Will keep you posted and look for the lamb vest soon


I tease, but he is one impressive man - I got an email back within 10 MINUTES. 

That is a yardstick of customer service at the top that is hard to duplicate!

Have a happy Thursday and stay safe out there!

24 comments:

  1. That is hilarious, I love the way you write.

    Oh I take my hat off to Mickey, a CEO who emails the' little person' back, it's a cliche but it gives you the sense that he genuinely cares, I don't think Natalie Masenett (spelling?) would ever respond to anyone personally.

    I luff Mickey.

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    1. I know. Of course, I am well aware of the other side of this argument - crazy web styling that makes it impossible to tell the colour. I talked to his assistance once that night and then twice the next day. Apparently, Mickey did call the web people/stylists in and show them my email. It a type of quality control which is critical if you are selling online..

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  2. I've written 6,000 emails to him in my head, one of these days I'll actually send one. It will be about the days of yore, I'm fairly certain I was one of the first customers, people used to look at me with a blank stare when I said J.Crew.

    Got my GOLD cheetah skirt this week. It wasn't as SHINY as I expected thanks to the warning shot you gave. Will have to see if I can rock it ...

    You gotta love a CEO who seems to care. And yep agreed, you are hilarious and I love reading what comes out of your head.

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  3. Well it probably helps me sleep better and I don't have a mean bone in my body (well I do edit the mean bones) so I appreciate the nice feedback. Just visited this a.m's new offerings. Very sad - there are a few things I like, but I am underwhelmed and worried!

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  4. Well, good for Dear Leader! And good for you! I think it helped that your letter was non- confrontational,and that you made your point very clearly, and backed it up with photos. I'll certainly tune in tomorrow.

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    1. I think it did help! Please pray they don't send me the lamb vest....

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  5. The loudspeaker etc part of this post had me cracking up over my morning tea :-) You are so funny. That response to your email is impressive!

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    1. Thanks Cate - I aree; I love Mickey. Love Tom and Jenna less these days

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  6. Love this. I've had an exchange with Mickey as well and it is impressive that he responds.
    You are hilarious, I love the mini-conference between Jenna, Tom and Gayle, you had me laughing out loud once again!

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  7. Oh and I just looked at the new arrivals. Going back to look again, saw your raspberry coat, that color looks luscious.

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    1. I willhave a post up this afternoon on them. I woke up at 4;30 so took a look!

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  8. You are so funny! I am glad he responded to you and can not wait to see what you get it the mail! Not much in the new items I love, but I am sure once everyone starts talking them up I will love something...

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    1. Oh Mini - I am the same. Especially that damn Slastena! She puts something on and I think: Maybe if I had that I would look like Slastena!

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  9. And yes, I did sing your title in my head :(

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  10. So happy to hear that Mickey responded quickly and with empathy. I love the intercom exchange drama. If only we can write him to make the dresses longer, the prices lower and the quality better...Hoping the gift in the mail is a good one.

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    1. I think when Mickey and I do coffee in NYC - I will share some ideas with him.... And then he will be getting a restraining order against me!

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  11. Dying of laughter here, especially over Gayle's comment. She might pile on a few shiny necklaces on you:). That's so awesome that he responded though.

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    1. Oh - don't you think she loves the glitz! Some necklaces and a purple coat!

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  12. YAY for you, WMM! I've spoken with Mickey and Brittany on several occasions, and have always found both of them to be very understanding, helpful, and personable. I'm glad to hear that they are sending you a little something for your trouble, and look forward to seeing just what it is! I'm sure it will be good! :)

    P.S. Thank you for another hilarious post and a good laugh! Just like mini...I also sang the title of your post!

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  13. You've made my day with the ongoing conversation with your new friends. Great writing and thanks for the laugh.

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    1. I betcha I am pretty darn close, based on this morning's rollout!

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  14. omg WMM, I'm dying of laughter over here. I could see it all played out in my head. Awesome post. I will agree with the others that it's really cool that Mickey actually responds to us every day folk.

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    1. thanks M! I think it is very cool, too!

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Kindness is a virtue...