Mickey Drexler Defends J.Crew Against NYT

Earlier this week, the New York Times published an op-ed by Delia Ephron (yes, that Ephron) airing her frustrations with J.Crew’s (among others) holiday shopping and shipping service. According to her piece, gifts Ephron had ordered from the retailer for her sister, her brother-in-law, and a friend, were not only shipped to the wrong addresses, but arrived unwrapped (despite paying for the service) and with incorrect cards “buried deep in the packaging.”

Ephron called her experience with the retailer as “mundane and problematic as all our Web purchases, which in my family include paper towels and toilet paper.” On Thursday, J.Crew’s Mickey Drexler responded.

Women’s Wear Daily, who received a copy of Drexler’s statement, reports that “Drexler’s response expressed surprise ‘that a customer complaint was elevated to an indictment of online retailing’.” Drexler also argued that Ephron’s experience “is hardly the norm” and called her piece a “generalized defamation of an efficient and valuable way of shopping today”, though he did offer a “sincere apology” on behalf of the company.

Considering a Christmas present we ordered via Etsy on the 19th of December has still not arrived (despite paying an exorbitant $30 in “rush” shipping), we know all to well that the convenience of online shopping is sometimes undermined during the holidays. But what was your experience this year? More people shopped online than ever before, but is it really that much more efficient? What do you think?

UPDATE: You can read Drexler’s full response here.


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