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Drexler Apologizes for J. Crew Web Site Glitches

CEO tells customers, 'We know we've let you down.'

Jcrew.com had a new feature on its home page Wednesday — an apology cosigned by company chairman and chief executive officer Millard “Mickey” Drexler and president Tracy Gardner.

This story first appeared in the July 31, 2008 issue of WWD.  Subscribe Today.

“We’ve made some mistakes…too many in our mind,” they wrote. “We want to say that we’re sorry for any issues you have experienced while shopping J. Crew online or over the phone over the last few weeks — we know we’ve let you down.”

The company, which prides itself on listening to customers, has experienced some glitches online over the past few weeks due to enhancements, and decided to explain all that on the Web site and via an e-mail blast. For a brief period Wednesday, the Web site was down.

Margot Fooshee, senior vice president of marketing for J. Crew, Madewell and Crewcuts, told WWD, “We recently underwent an upgrade to the Web site and call center to enhance search capabilities and other functions for customers. We added zoom and a new search functionality, so you can search by item name,” such as a green sweater or cafe capri pant.

“Previously, you had to search by an item style number….During the process of making these enhancements, some customers said they were experiencing issues when placing orders.” There were delays, she acknowledged. “In our eyes, any inconvenience to customers is unacceptable. We want them to know we are aware of the situation and working as quickly as possible to correct it.”