J Crew people/Madewell-outrageous returns?!

[Cuttysarky]

Hello, I was looking for people who had bought from the J Crew website probably or Madewell itself, I have placed a few orders over the past few weeks and had just been planning to put the items I wanted to return together in one package, as the shipping back is incredibly expensive, around £30 they told me. They informed me yesterday that I could not do this, that they had to generate a different Return Merchandise Authorisation code for each order, and I would be charged the cost for EACH ORDER!!! I am outraged obviously, and also can't believe that they would be allowed to do this, on their website it states that international orders can be returned up to 60 days after purchase, and that you do have to pay return shipping, but this seems like a bit of a joke, I'm aware that their parent company is J Crew and wondered if anybody had any experience of this or advice to offer?? Am panicking now, got a few Christmas presents out of the orders but quite a few items were completely unsuitable due to sizing etc, also sent them an outraged email yesterday afternoon asking them to clarify but there is STILL no reply!
Help appreciated please!! Thanks!

[Twinklestein]

They can't tell you how to return the items.

If you put them all in a box with each item's return authorisation code securely attached to each item, that should be fine.

If you hadn't asked them you wouldn't have known not to do it would you?

[louloubelle2]

I find J Crew customer service excellent and I've always had free returns with them, but I've never bought from Madewell. They don't have to have the same T&Cs as their parent company, although its common.

Having to print separate RMAs for each order is standard and I'm not surprised by that, but as above, I would just send them all in one box, just group each item and RMA together in inner bags or make sure its clear and easy for Borderfree to process.

[Cuttysarky]

Thanks for the reply, I just realised that my post wasn't very clear, I think my rage was getting in the way, they said that they would have to charge me separately for each Return Authorisation code, so even if I put all items into one package they will deduct around £30 for each code they give to me, and they are saying they have to give a different code for each order!

[louloubelle2]

That doesn't sound right at all, and £30 sounds extortionate. Why don't you contact Borderfree direct, they have a website, and see what they say?

[Twinklestein]

There's nothing in their Ts & Cs that states you will be charged £30 for each return authorisation. They say they will refund everything including the duties and taxes you paid on the way out.

Are you completely sure that the CS representative got it right?

Ring them again and then ring head office.

[Cuttysarky]

Thanks for replies, good to hear others are thinking this crazy too.. I have emailed them again and I suppose will phone if they still do not respond, (never think of phoning in this internet world!!) though I think it's a USA phone number, worried it will be extortionate to call... In one of the parcels there was a J Crew returns leaflet, that's what made me think they may operate with the same policies on returns etc.

[Twinklestein]

It's not going to be extortionate to call compared to paying £30 per item.

[Cuttysarky]

And could also contact Borderfree, hadn't thought of that thanks. Im hoping I'll get a reply soon saying the person who replied was wrong...

[faustina]

Since JCrew started charging for returns I don't buy anything from them unless I know I'm keeping it.

I have an idea they have a live chat function for customer services too. You might try that?

[cardoon]

Oh, I didn't know J Crew had started charging for returns - how much does that cost? I love j crew and have kept all things recently but that puts me right off

[FrustratedFrugal]

Thanks for the warning, will not order anything from them. What an incredibly stupid policy.

[FrustratedFrugal]

To clarify, I have quite a lot of J Crew and Madewell but either bought discounted on eBay or instore. So it's good to know that online orders from them are too risky.

[AnchorDownDeepBreath]

The website doesn't mention a fee:

"Orders shipped to the United Kingdom may be returned for a full refund or exchange within 60 days of original purchase to any of our UK retail stores, by emailing [email protected] or by calling 0808 234 3686 to initiate a Return Merchandise Authorization. Julie and her team will provide you with instructions on where returns should be shipped. If you choose to return an item, our e-commerce partner, Borderfree, will provide you with a refund of the original merchandise price and any duties and taxes originally paid on the item in the same currency and using the same exchange rate as your original order. Please note that you will still be responsible for any shipping charges. However, if you cancel your order within 14 days under the Distance Selling Regulations, we will refund the purchase price of the items canceled and the delivery charges. Monogrammed or personalized items cannot be returned or exchanged. Your UK statutory rights are not affected by our return policy. At this time, United Kingdom stores cannot accept returns of any international customer orders that are shipped to a destination other than the United Kingdom."

They are still live here: www.jcrew.com/help/returns_exchanges.jsp

So you've probably got a good argument for saying that you didn't agree to be charged to return, unless the website specifically warned you that you would be before you purchased.

[louloubelle2]

AnchorDownDeepBreath It does, about halfway through "Please note that you will still be responsible for any shipping charges" UNLESS you cancel the order within 14 days, I think this has to be in writing to distinguish it from simply returning, this is an area of semantics I've never got my head round but might be worth going down that route.

And for gods sake just call them. You'll get an immediate answer which will much better than stewing on the internet for ages.

[cardoon]

Does "delivery charge" include return charge?

[BlairWaldorfLovesShopping]

"However, if you cancel your order within 14 days under the Distance Selling Regulations, we will refund the purchase price of the items canceled and the delivery charges."

^ This refers to a change in UK law (the DSR as mentioned) on 1/10/15 where ANY retailer selling online has to refund the basic delivery charge if you return within 14 days of delivery. (If you pay extra for faster delivery, you only get back the cheapest delivery cost) It isn't relevant to returns at all; they have worded that confusingly. You are responsible for return costs either way.

For what it's worth, I never order from J Crew without using a code that gives a discount plus free delivery and returns. THANKME and THANKYOU usually work. I've got an order coming that I placed with a Black Friday code though, hopefully that one won't need to go back!

And I don't understand why returns would be £30 - if you're responsible for the cost, you can just choose the cheapest method of posting to the US. So I don't think they should have told you that.

[amarmai]

my dd in canada does not order from J Crew because we have had problems with returns . Their printed leaflet in the package does not give the -ve info.

[Cuttysarky]

Ok! So due to teething howly baby and ill toddler I was going to phone them tonight, but have just received an email from them, this IS their return policy which is set by DHL apparently and JCrew group apparently make no profit from this... Hmmmm.., each order has to be separate to "lessen confusion" and minimise error.... I am totally shocked! However, they said as an exception they will combine all my returns this one time so I only have to pay one fee... Needless to say I will never be ordering from them again. A real shame as I really love some if their things. Bah!

[Cuttysarky]

Oh and thanks for all the comments everybody, very helpful.

[cardoon]

How on earth are they going to maintain their online business with a return charge like that! £30 is crazy - they have stores in UK things could be returned to - in the case of J Crew anyway....

[Cuttysarky]

Yes, why bother shipping to the UK in the first place if they're going to do crazy stuff like that with returns?? The worst bit is that it is not stated anywhere on their website, I still feel that they shouldn't be getting away with that, it must be illegal somehow... Oh and this is Madewell, not sure if it will be the same now with J Crew or not.

[BlairWaldorfLovesShopping]

It does sound crazy, but... so you're not even talking about J Crew at all? Madewell still just "ship to UK" (hence prices like £72.55 for a dress) whereas J Crew have an actual UK presence, with stores and prices set in pounds. Because of this, I would be very surprised if they have the exact same policy on returns

I was confused by your initial post though, I thought you meant you had ordered some things from J Crew and some from Madewell and wanted to return in 1 package because they were the same company.

I have no experience with Madewell, so much of my earlier post is irrelevant. But everyone should know about the distance selling regulations because IME a lot of retailers don't automatically refund shipping since October. I usually write a little note, and I've had to contact one place (Matches, no less) to get them to refund it after the event!

[Chris39]

I just bought a coat online with J Crew which unfortunately is too small. I saw I had to pay for returns before purchasing, but the extortionate price of £40 to return the coat suggests its being shipped all the way back to America. I've not had this with other US firms e.g. Gap/Banana Republic, who have a British site whose return costs are reasonable.

[Cuttysarky]

It is a ridiculous fee to pay! I complained to Madewell, and as they hadn't stated the shipping fee anywhere on the website they waived the shipping fee, and I haven't shopped with them again!