J.Crew Announces Apology, But Was It Necessary?
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J.Crew CEO Mickey Drexler (Courtesy of Flickr Creative Commons)
DeRose was shocked when she received a response from none other than the company’s CEO, Millard “Mickey” Drexler. Following an exchange of emails, a conference call was arranged between DeRose, Drexler, J.Crew’s president, Libby Wadle, and the heads of marketing and personal shopping.
As he embraced DeRose’s criticism, Drexler reportedly apologized and admitted that “some of the styling had perhaps strayed too far” – but was that really necessary? While his commitment to customer service is admirable, his apology was entirely gratuitous.
Yes, it is important to listen to customer feedback, but, ultimately customers do not have a complete and comprehensive understanding of what is best for the company and its other consumers.
Drexler did not owe this woman an apology. Instead, he should have simply thanked her for the comments and shared them with his team of creative directors and designers.
This is not to say that DeRose does not have a reasonable reaction to the Fall/Holiday Style Guide, because certainly J.Crew has been deviating from their standard look and style – but is that such a bad thing?
The company still delivers classics such as their Chino pants, pencil skirts and cashmere sweaters. Yet it is important to keep in mind the company needs to continue to develop its sense of style in order to contend with other brands within the fashion industry.
The edgier looks modeled on the pages of the Style Guides are intended to display the possibilities and diversity of their merchandise. It’s certainly not a look or style for everyone, so for those loyal J.Crew shoppers that love the classics - pull the pieces you want and work them into your wardrobe in your own way. Isn’t that what fashion is all about?
Also see: J.Crew CEO Apologizes to Customer, and Has J.Crew Strayed Too Far?
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