J.Crew Factory

Reviews

• SM

  S. Merrill

  Oct 19, 2025
  1.0
  It looks like Google reviews of this business are not responded to, so this review might be going out into the void. Nevertheless, a review of the horrible customer service I received at this location is needed. I’ve been a loyal J.Crew Factory customer for years and have always appreciated being able to make online returns in-store — until today. I brought in an unworn pair of jeans from a recent online order. The waistband tag and the front-leg sticker were still attached, but apparently a barcode tag was missing — that’s EXACTLY how they were shipped to me. Before asking for the receipt, my email, or the order number, the cashier immediately looked inside the jeans and said he couldn’t process the return because there was no barcode tag. When I explained that’s how they arrived, he replied, “They only ship with the tag attached,” clearly implying that he thought I was lying. He said that without the barcode tag attached, he couldn't scan the item into the system so he couldn't process the return. He said there was nothing he could do, his hands were tied and that I would have to call customer service. Rather than offering any sort of apology or even the phone number for customer service, he sent me away. I was left to figure it out myself — likely having to call customer service, sit on hold, re-explain the entire situation, possibly repackage and ship the jeans back (at my own cost), and make an unnecessary trip to the post office. What should have been a simple two-minute return became a huge inconvenience because this employee was unwilling to take even a small step to help. The return policy online doesn't say anything about ANY tags being attached in order to process a return. I decided to drive 25 miles to the Lehi J.Crew Factory location to see if they could help. At the Lehi location, I was greeted warmly, the associate asked for my email and my order number, found the item from my order in the system, used the sewn-in tag to input information into her system, and processed the return quickly and professionally in less than one minute. Easy for her, and quick and easy for me! The difference between these two experiences is stark — one employee at the Sugar House location unwilling to assist and implying dishonesty, and another at the Lehi location who handled the same situation with efficiency, professionalism, and ease. It would be nice if J.Crew management takes this seriously and provides proper training so that no other customer is treated this way. A brand built on service and style should extend that same care to its customers. I will NEVER step foot in the Sugar House J. Crew again.
• CV

  Cooper Vashel

  Sep 28, 2025
  5.0
  Came in for some slacks for a wedding Will was very helpful with colors, styles, and sizing. Great guy super helpful!
• SC

  Silas Campos

  Feb 26, 2024
  5.0
  I really appreciate Emmy for being such a great person. She makes me want to keep coming back, and is always really helpful whenever I need to purchase clothes for work. Thank you!
• MA

  Mason Ashment

  Jul 16, 2023
  5.0
  Was expecting everything to be expensive, but I found a ton of great deals here! Tina and Otto (I hope I got those right) were super helpful. I'll definitely be back!
• LL

  Luis Lopez

  Feb 5, 2023
  2.0
  Walked in ready to buy a few pairs of chinos and shirts for work. Entered store and walked by a group of 3 or 4 staff members talking near the entrance. I was looked at but not acknowledged. After a bit, one staff member (bald with glasses) did say hello. Finally found a few things to try, but needed different sizes once I was in the fitting room. Came out to no one available to help and walked back towards the group talking to get what I needed (still no acknowledgement or offer to help). Decided to just go somewhere else. I get they have a target demographic but not welcoming people and offering help is basic. Really no excuse, I was the only person in there. Pros: location was well stocked and organized.

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