Complaints

This profile includes complaints for J. Crew Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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J. Crew Group, Inc. has 34 locations, listed below.

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• 

  J. Crew Group, Inc.

  770 Broadway New York, NY 10003

• 

  JCrew Factory Outlet

  120 Laconia Rd # 202 Tilton, NH 03276-5236

• 

  J. Crew

  1838 94th Dr Ste B20 Vero Beach, FL 32966-3611

• 

  J. Crew

  6000 Glades Road, Suite 1139 Boca Raton, FL 33431

• 

  Madewell

  4400 Sharon Rd # E04b Charlotte, NC 28211-3531

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: CB/JCREW Account #: ************Balance: $0.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  Business Response

  Date: 04/03/2025

  ***** **** **** *** *** ****                                                                                              **********************************************                                                    ******************
  
  Case #********
  
  Please accept this in response to your letter to J.Crew Group, dated 4/2/25, enclosing the complaint filed with your office (case #********). We have been in touch with *** ******** to assist further. If there are additional questions or concerns, theyre welcome to email us at ********************************************************* or give us a call at ************.
  
  Sincerely,
  ****** ****** *************** ******** ********

• Initial Complaint

  Date:02/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried for the past month to sign up for their teacher discount and student discount with sheer ID. Theres an automatic denial from Madewell and I was finally overrided by sheerID after providing the proof four times that I was a student and a teacher I was finally approved as a teacher and told I would get the teacher discount(only).Madewell has NO record of the teacher on my account. Im convinced the discount is a scam and does not exist. I want them to either stop promoting that they do a discount or allow teachers and students to access it.

  Business Response

  Date: 02/20/2025

  ******** ***** **** *** *** ****                                                                                              **********************************************                                                    ******************
  
  Complaint # ********
  Please accept this in response to your letter to J.Crew Group, dated 2/20/25, enclosing the complaint filed with your office (case #********). We have been in touch with Ms. ******** to assist further. If there are additional questions or concerns, theyre welcome to email us at ********************************************************* or give us a call at ************.
  
  
  Sincerely,
  ***** **** *************** ******** ********

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned my order ********** to store more than 2 months ago and I was supposed to be refunded for the items I returned. However, I never received the refund after 2 months and when I contacted customer service multiple times, all I get as a response is that this will be investigated. I never received any follow up and they are just stalling time. The company is basically stealing over $1000 from me and it's really just absurd. I just want to have my order refunded to my original payment. Please process that return. I have the return receipt from the store and everything and non one is willing to honor that. I have attached my return receipt below.

  Business Response

  Date: 02/07/2025

                                                                                                                          ******** ** **** *** **************                                                                                             **********************************************                                                    ******************
  
  Case #********
  Please accept this in response to your letter to J.Crew Group, dated 2/7/2025, enclosing the complaint filed with your office (case #********). We have been in touch with *** *** to assist further. If there are additional questions or concerns, theyre welcome to email us at ********************************************************* or give us a call at ************.
  
  
  Sincerely,
  ****** ******** *************** ******** ********

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I mailed my return on Jan 9, prior to the Jan 16 date which would be 30 days. I did not get a refund until Jan 28, 3 weeks after I sent it. There is clearly a backlog or delay is processing returns. J Crew took more than 2 weeks to process my return. By delaying processing they claim it is my fault and will only give me store credit and not a refund. They will not give me the tracking information to show when it was actually received.

  Business Response

  Date: 01/30/2025

  ******* *** **** *** *** ****                                                                                              **********************************************                                                    ******************
  
  Case #********
  Please accept this in response to your letter to J.Crew Group, dated 1/30/2025, enclosing the complaint filed with your office (case #********). We have been in touch with *** ****** to assist further. If there are additional questions or concerns, theyre welcome to email us at ********************************************************* or give us a call at ************.
  
  
  Sincerely,
  ****** ******
  J.Crew/Madewell
  Customer Advocate

• Initial Complaint

  Date:01/13/2025

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 8, 2024, an unauthorized in-store purchase of approximately $2,000 was made using my J.Crew credit card. I discovered this fraud after receiving a letter from ************** (J.Crew's credit card issuer) about a credit line increase request I never made. This is especially concerning because I have not used this card in years, and my physical card has been in my possession the entire time. The fraudulent transaction and unauthorized credit line increase request suggest the perpetrator has access to my personal information, including my Social Security number. Despite my card being inactive for years, J.Crew's in-store system allowed a large unauthorized purchase without additional verification. I've reported this to ************** and law enforcement, but J.Crew needs to investigate how this happened in their store and provide security footage and transaction details to help identify the perpetrator. This is not just about the $2,000 charge - my personal information and identity are at risk. I need J.Crew to take this seriously and help prevent this person from defrauding others.

  Business Response

  Date: 01/14/2025

                                                                                                                          ******* *** **** *** **************                                                                                             **********************************************                                                    ******************
  
  Case #********
  Please accept this in response to your letter to J.Crew Group, dated 1/14/2025, enclosing the complaint filed with your office (case #********). Well investigate this internally. While we cannot share the details of that investigation with the customer directly, the appropriate authorities should contact us if any information is needed from us.
  
  Sincerely,
  ******* ******
  J.Crew/Madewell
  Customer Advocate

  Customer Answer

  Date: 01/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am not satisfied with J.Crew's response. Their refusal to share investigation details with me, the victim of fraud and identity theft, is unacceptable for several reasons:

  
  - I am the cardholder and fraud victim, entitled to information about unauthorized charges on my account.
  - The fraudulent purchases ($1,069.38 and $910.25) were made IN-STORE, meaning security camera footage and transaction records exist that could help identify the perpetrator.
  - This isn't just about the charges - someone had enough personal information to request a credit line increase on my account, indicating a serious security breach that puts me at risk for further identity theft.
  

  As a J.Crew cardholder, I have a right to know:

  -What ID verification methods were used for the in-store purchase
  -What security protocols failed to flag these unusual transactions on a long-inactive card
  

  J.Crew's response suggests they're more interested in protecting themselves than helping a customer who is the victim of a crime in their store. I request the BBB to continue pursuing this complaint until J.Crew provides:
  

  -Specific details about the transaction location
  -Information about their in-store security protocols
  -Confirmation that security footage is being preserved
  

  The unauthorized charges and credit line increase attempt represent ongoing identity theft risks that J.Crew has an obligation to help address. 

   

   

  
  

  Sincerely,
  
  ***** ******
  
  
  
  
   
  

• Initial Complaint

  Date:12/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 blazers online at ********************************* on December 5, 2024 for $176.76. These were to big and needed to be returned. I decided to return in store an hour and a half away. I had the items, my receipt and was within the time frame to return. I returned to the J Crew Factory store in ********, **** on December 21, 2024. The sales associate took my items and said the balance was credited back to my original form of payment (****** Mastercard) and was sent an e-receipt. I went home and looked and only $31.69 was credited back and the remainder, $145.07 was put on an e-gift card. I do not want or ever accepted an e-gift card. I contacted customer service through online chat and was told a request was sent in and I would receive a call (this was the morning on the 22nd) In the evening I still had not received anything so I online chatted again and they said to contact the store and they couldnt help me. I did, the manager said there was nothing she could do. I contacted J Crew by phone. They said it may take 2 months to hear back about my return! No further help was given. I just want my refund.

  Business Response

  Date: 12/26/2024

  *** *** ****                                                                                              **********************************************                                                    ******************
  
  Case#********
  Please accept this in response to your letter to J.Crew Group, dated 12/26/24, enclosing the complaint filed with your office (case #********). We have been in touch with *** ******** to assist further. If there are additional questions or concerns, they are welcome to email us at ********************************************************* or give us a call at ************.
  
  Sincerely,
  ****** ********
  J.Crew/Madewell
  Customer Advocate

• Initial Complaint

  Date:11/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB:I complained to ******* when in violation of California consumer protection law, it failed to apply a discount code that should have applied to the items I ordered. I placed a large order for over $1000 worth of merchandize that I needed on a time sensitive basis, along with one separate order. The discount code that should have applied was "********" and it was wrongly not applied to my order, and the ******* website violated California consumer protection law because it did not list the fine print details along with the code, and this violates California case law. Indeed, under California law, *******'s advertising is a classic "bait and switch" under ****** ** ******* *** **** **** *** * ****** (********************************************************************************************************(1984)&hl=en&as_sdt=6,29&as_vis=1).I complained, and when I did, ******* canceled my order. I had to reorder, and then it split my order into multiple packages. The packages were delayed. Finally, ******* in tandem with *** magically "lost" all of my merchandize. ******* agents made false statements in writing, and *** took a photograph that is physically impossible because it claimed the items were delivered at night when it was broad daylight when I got the notification.I contacted *******'s General Counsel who is not barred in ********** and does not carry malpractice insurance for herself personally and who could be personally liable, and I also contacted the board of directors to no avail.I would like the items to be given to me for free as a result of this inconvenience. I have job interviews, and failure to get my clothes on time could also constitute tortious interference with potential job contracts.I am a lawyer and I'm licensed and barred in 3 states: **********, ********, and **. I just made "Who's Who" - the organization of the most important people in *******, which ****** ****** credits as the greatest milestone of his career.

  Customer Answer

  Date: 11/25/2024

  Hi:
  
  I wanted to update you that ******* claims to have refunded me, but this is false. My bank previously showed that they did, but according to my most recent statements, they did not. This must be remedied, as ******* claimed in writing to have refunded me, and unless my bank is making a misstatement, this is false.
  
  Thank you,
  
  ********* *. ******, ****

  Customer Answer

  Date: 12/24/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by J. Crew Group, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ********* ******
  

  Business Response

  Date: 01/03/2025

                                                                                                                          ******* ** **** *** *** ****                                                                                              ** **** **** ******                                                     *** ***** ** ***** *************
  
  Thank you for reaching out regarding *** ******’s complaint. We issued a full refund for the cancelled order (**********) in the amount of $1,048.49 on 11/5/24. *** ****** then placed two new orders (********** and **********), which shipped in 3 packages. According to UPS, all three were delivered as addressed on 11/6/24 and 11/7/24, but *** ****** informed our customer service team that none of them were received. We have filed claims with UPS, and refunds in the amounts of $62.27 and $234.51 were issued on 11/7/24. This didn’t include the shipping fees from either order or one of the packages from order **********, though, so we have issued additional refunds in the amounts of $27.56, $819.24, $26.88 and $10.85 to correct this.
  
  At this point, *** ****** has been made whole for any loss she incurred on these orders – we’re considering the matter closed and will not be offering any additional form of compensation.
  
  Sincerely,
  ******* ****** *************** ******** ********
  

  Customer Answer

  Date: 01/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Dear BBB:

  I reject J Crew's response which violates my anonymity and should not be posted because it names me inappropriately and because it is false on the merits. J Crew did refund me and I did reorder the items at a higher price and they arrived in approximately 5-6 different orders which were not delivered to my address but to a person at an entirely different address even though UPS falsely took a photo that misleadingly suggested they had been delivered to my address. I reported this immediately to J Crew and J Crew's board of directors and got no response. Later, J Crew misleadingly claimed I had returned the items and issued a refund. This is false. I have not returned the items and have no intention of doing so. My objection isn't to the money but to the patently false statements J Crew has made in writing to "save face." Saving face should not require lying; it should merely require issuing refunds and taking ownership of the problems it created. Naming me in this complaint which may be posted is also retaliatory and impermissible. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* ******
  
  
  
  
   
  

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Madewell clothing brand, a part of J Crew Group, does not mark items as final sale on their website, while in the cart or on your receipt after purchase. Only when you go to return the item in their website do you learn its final sale. I lost $172 plus tax on an item purchased in November 2023. Madewell said that since it was an item from a marketplace seller in their site they couldnt help and I was to contact *********. I did repeated with no response. Now in August of 2024 I ordered several items all Madewell brand. Nowhere was it marked final sale. Now when I go to return two items that dont fit it says they are final sale. Madewell is deceiving customers by not posting that items are final sale and refusing to refund those items. My recent order has me out $180 plus tax.

  Business Response

  Date: 08/27/2024

  *** *** ****                                                                                              *************************                                                    ******************
  
  Case #********
  
  Please accept this in response to your letter to J.Crew Group, dated 8/26/24, enclosing the complaint filed with your office (Case #********). We have been in touch with ************** to assist further. If there are additional questions or concerns, they are welcome to email us at ******************************* or give us a call at ************.
  
  Sincerely,
  *******************
  J.Crew/Madewell
  Customer Advocate

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a shirt in May 2024, and requested a paper receipt in the store. The agent at the store said that a paper receipt was not possible from j.crew, so I said that I'd provide my email for a digital receipt if I wasn't spammed with ads, which he said wouldn't be the case. I gave my email as I needed a receipt for the purchase in case of a return. You may also find the receipt under ********************** In the days after the purchase, my email was spammed with many j.crew ads which was completely against what I was told. This also goes against modern data privacy standards. I've since filed a complaint with the DC Attorney General, which received a letter from the store, which claimed that proper protocols were followed somehow, however they were unable to prove this in several ways. (1) they were unable to print a paper receipt and send it me months later claiming the printer was still broken, and (2) they were unable to provide screenshots of a workflow that provided paper receipts without spamming customers. I find this outcome shocking, and I believe that the agent was lying to me back in May given there is no evidence that another path has been provided.J.****'s leadership seemed uninterested in addressing the issue through DC OAG, so I thought I'd try though here as a last resort before I stop shopping at the store entirely.Please provide a $300 store credit for the violation of data privacy, poor customer experience, and wasted time resolving in this issue with your team. ****** will never shop at j.crew again. I don't like my privacy being violated like this as it has been repeatedly during this experience, as well as being lied to by your team.Best regards,*****

• Initial Complaint

  Date:07/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am writing to you because Madewell corporate office/customer service offered me store credit for a gift I received. They offer me the store credit because I did not have an original receipt, which I agreed to. They mentioned to receive the store credit I had to ship out my items at my own cost, which I did. I sent the items on April 2. I have reached out to them numerous times to ask where my store credit is, and I have yet to receive it. I have confirmation that my items have been delivered. At this point, Madewell is refusing to give me the credit for the items I sent back. Im looking to receive the credit I was promised.

  Business Response

  Date: 07/26/2024

                                                                                                                          **** ***** **** *** **************                                                                                             **********************************************                                                    ******************
  
  Case #********
  
  Please accept this in response to your letter to J.Crew Group, dated 7/26/24, enclosing the complaint filed with your office (case #********).We have been in touch with ************ to assist further. If there are additional questions or concerns, they are welcome to email us at ******************************* or give us a call at ************.
  
  Sincerely,
  ***************************
  J.Crew/Madewell
  Customer Advocate