Jul 25
J. Crew CEO Apologizes To Customer For Straying ‘Too Far From The Classics’
Posted in: Today's ChiliHow’s this for customer service? J.Crew‘s exalted CEO personally phoned a customer after a ranting email complaint about the retailer’s latest collection.
Yes, really.
In an essay for Forbes, Chris DeRose describes his wife’s brief correspondence with Mickey Drexler, the man credited with transforming J. Crew into the style powerhouse it is today (he’s also had successes at Ann Taylor and Gap). It all began with an email she sent after seeing the fall/holiday collection. Here’s a snippet of Elizabeth DeRose’s initial message to the brand:
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