By hami kh on August 9, 2026 Verified by Google

Not a friendly return policy or staff(they’re acting with a fake smiles).
It seems they’re not happy with any return.

By Maureen Lee on June 21, 2025 Verified by Google

Considering the sad state of brick and mortar retail, I'm grateful for the stores we still have available. Unfortunately the staff at this J Crew Factory outlet exemplify why stores are struggling.

I initiated a return online a few days past the 30-day window because I had been traveling. I indicated an in-store return and was sent a return slip. I took my unopened sweater to the store and was denied. The woman behind the counter seemed confused to begin with, then she asked a man I assume was the manager for help. He said it would be okay to accept a return two to three days past the return window but not five days past the return window. The unopened sweater I was trying to return was still for sale in the store. I was left with the distinct impression that this manager invented the two- to three-day exception based on not wanting to help me, because I cannot find this exception limit documented anywhere.

The good news is that when I went home and called customer service, they sent me a UPS label to complete my return and they waived the $7.50 shipping fee without me asking. I received an e-gift card for the full cost of the sweater, which I will happily use online. This is the level of J Crew customer service many of us are familiar with.

The staff at the Altoona store caused extra driving, shipping, cost, etc. because they were unwilling, unable, or ignorant to the fact that they could offer an e-gift card for a return outside the 30-day window. I will do my shopping with J Crew Factry online from now on.

By Samantha Coulson on October 22, 2023 Verified by Google

Went in today to return an order for my fiancé that did not fit properly (I purchased it without him present to try on). I came in wearing sweat pants and a KC Chiefs sweatshirt without makeup on because I only needed to run this one errand today. I was completely judged by my attire/ appearance . Regardless of the fact that I have been a local customer who has the money to purchase their clothes.

Note- I had bought these clothes for engagment photos and as a couple we had spent over $500 on attire.

When I showed up the store a sales associate “greeted me” by saying “Do you have a return? (In a rude tone). I said yes. She asked me where my receipts was and when I bought the purchase two weeks prior they told me that they had switched to online receipts and if I wanted to return, it would be in their system. I told her this and she got mad, shoved her tablet in my face and made me type in my own email. While I was doing that, she said “you really don’t have a receipt”, to which I replied, “let me look in my email but they said you would have it.” I found the email. Then she proceeded to ask me if the clothes had been worn (they had not been and had every single tag (sticker tags and plastic tag tags on them). She finally got me refunded and when I asked if I could have a receipt, she refused to print one for me, even though she had just badgered me for not having a physical receipt. Note- I got one in my email.

This sales attendant was a middle aged women with short brown hair and glasses. She needs customer service training ASAP. Regardless of how a customer dresses or if they have makeup on, they should be treated like a human being.

In the future, I will take my business to other stores who treat all customers with respect.

By James Indigo on July 3, 2023 Verified by Google

Amazing deals for in style J Crew styles. Customer service was stellar.

By Judy winegar on July 20, 2022 Verified by Google

They have a great selection of products and good sales. Quality work and soft fabrics. A nice store at the Outlet mall!