Hi my name is Jane, long time fan and customer of J.Crew. I got my first catalog sent to my house as a teen in the early 1990’s and was thrilled when you entered the Canadian market with your store at Yorkdale Mall only a 3 short years ago.
Back then there was a pricing snafoo where not only did you raise your prices for Canadian customers but you also charged us duties when we shopped online from the Canadian website. I understand why you did it from a business perspective because unlike your local competitors with Canadian based online retail who were shipping from a local warehouse, you continued to ship from your US warehouse and goods had to pass through customs.
But it wasn’t right. Why should shopping online cost more than in store? Why should I be charged duties when shopping the Canadian website. This is WHY retailers set up separate Canadian websites; they ship locally, charge local currency and customers are not charged duty. Customers were outraged and you changed your policies to “cover” the duties for your Canadian customers. And I am hoping that you will change what you are doing right now too.
Some time last year I noticed that the prices on the Canadian J.Crew online portal were being listed in US Dollars. At the time I didn’t think much of it. Our dollar was close to or at par with the United States and it didn’t really impact my shopping that much. Prices were consistent in store and online.
Now however, with our dollar valued lower than our friends to the south, I see this for what it is; a pricing scheme that does not benefit Canadian shoppers. Not only are the absolute dollar values higher on the Canadian site (but consistent with what is charged in a Canadian store before exchange) but we are dinged with exchange costs making your clothes online more expensive that they are in store.
The t-shirt shown in the pictures was $47.50 at the J.Crew at Yorkdale Mall, $1 more than the absolute dollar value on the Canadian website, but since the store prices are in Canadian dollars the t-shirt ends up being $3.76 MORE online before tax. Rounding up to make the math simple, the t-shirt is $14.00 more expensive when you factor in shipping! I haven’t even calculated the tax difference because tax is calculated as a percentage of sales there would be an incremental increase there as well.
I also compared some of the denim prices, the Boyfriend style is $125 USD on all both sites and $125 CAD in store. Again it is detrimental to shop the J.Crew Canadian website (by about $12 before tax and shipping).
Many retailers find it hard to make a go of it in the Canadian retail market. Personally I don’t think our tastes are that different than our friends to the south. It is however pricing games like this and always charging Canadians more for your goods, blaming it on more expensive market conditions in Canada (which we know is not exactly true) that turn Canadians away from retailers. We are not unsuspecting country hicks. We are well informed shoppers looking for great style but don’t take kindly to getting ripped off.
So J.Crew I hope that you will make shopping online more consistent to the store experience for Canadians once again. Personally I love your vintage tees, your blazers are fantastic, the jewellery has inspired so many knockoffs it is mind blowing. And I REALLY want a pair of these trousers that are online only. But I will be sticking to shopping in store for the foreseable future or shopping elsewhere until I know that I can shop your online store without wondering if I should really be driving over to the mall.
Sincerely me. Jane.
Jacynta
Monday 7th of April 2014
They should get a clue from Zara! They have the easiest online shopping process and is so consistent with in store policies and prices. I love J. Crew but this is just disappointing and off putting.
Jane the torontoShopoholic
Monday 7th of April 2014
I totally agree. Zara is so simple. They ship locally too so it is super fast. And the free shipping threshold is low enough that usually you would be getting free shipping.
caroline
Saturday 5th of April 2014
Great letter! I still get so angry when I see this kind of thing happening! xo styleontheside.com
Jane the torontoShopoholic
Saturday 5th of April 2014
I know right?! Consumers should beware.
Iva
Saturday 5th of April 2014
I NEVER buy anything online from JCrew for exactly this reason.
Jane the torontoShopoholic
Saturday 5th of April 2014
Prior to this past fall our exchange rate wasn't making the prices noticeably different but they really are now and I would guess that most people are unaware. Unlike us who are more price aware.
And then there are the JCREW customers who are just getting screwed because they are not in proximity to a retail store.
Emma Finlayson
Friday 4th of April 2014
Thanks for this! I have that teeshirt in my cart RIGHT NOW and I am going to pick it up in store instead. Great letter! I hope you send it to them! I will be sharing across social media! xo Emma http://strollingthecityinheels.com
Jane the torontoShopoholic
Friday 4th of April 2014
Thanks Emma. Definitely go in store. Many of the sales are better in store too. They have 40% off all sale right now and only 30% online. (ps I may have bought that t-shirt in store today lol - it inspired this post!!!)