Went to go return a top that I had purchased at another J Crew Factory last Saturday. I tried it on in store and couldn't decide if I wanted it, but ended up buying it because I figured I could return it. When I got home I tried it on and decided I didn't love it and put it right back in the bag to return it. The woman was very rude this morning, assessing the entire top and then accused me of wearing the top and returning it! read more

Kinda odd or is shady. Drove here to get some slacks and checked the times the store was open. Yesterday the store appeared to be closed and locked at 7pm pst when the door and website says they are open til. 8pm. A lot of revenue lost. Lots of people tried the door but it was locked while I figured out my next plan of shopping read more

Found it odd that the only two employees in the whole store proceeded to chat while there was a long checkout line. Then one went to fold clothes while the other checked out like 10 people. Hmm. I've worked in retail management before and that's definitely an odd decision. Decent items with decent quality and pricing. Store is clean and organized at least. But the service seriously needs to be improved. read more

Been shopping here for a while - always good deals! Not sure what staff members previous post were referring to but the staff was overly attentive and nice - particularly an older European lady that was super nice and helpful! read more

I was on a gift-buying trip to Westgate and made a stop here after stopping off at Old Navy. I like their clothing but had a experience which reminded me of this. LOL!! https://www.youtube.com/watch?v=eFoWB6LLYJ4 I got an outreach from Sterling who is the Mgr and I plan to go back. Thank you Sterling. read more

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I found some great deals on shorts and my boyfriend found a shirt that he liked that was on sale. Both of the guys who were working yesterday were nice and helpful. They ran out of my size in the front of the store (it was busy) and were able to get more from the back. I'll definitely be coming back for more! read more

Workers here are snobby. They don't realize they work in a factory store at a dying outlet mall. Walked in and the girl didn't say hi, she just walked away, pretending to work. Other workers avoid eye contact. This just made me not want to buy anything so we left. On the way out, she said hi to the next group of people that came in. read more

I've been shopping at J Crew & J Crew Factory over the years. Unfortunately the employees here never greet me. I think that is why I tend to shop from their online store. I know the employees see me. I passed one employee when I first entered the store and the other employee crossed my path. Both do not acknowledge me at all (the employee with a pixie hair cut and an older sales associate). A smile or a hello would be a nice gesture/ a show of customer service. I actually have emailed the company to let them know that they should train their employees about greeting customers regardless of age. I may look young, but don't just ignore. They lost a potential customer. I went to the store around 11:50 AM-11:57 AM. read more

The lady Jasmine who works there is so nice, friendly and helpfull! Unfortunately there is a old lady who works there and so grumpy all the time and does not want to help.she already did ignore me 3 times and I talk to the store manager but they did not take care of it. read more

Can be difficult to return items but the store is well kept and stocked. The sales associates are very kind.

Two sale associates crossed path with me twice but neither of them acknowledged my presence. This has happened on multiple occasions. Will not be spending money at this store. read more

I was never really a J Crew fan. Their marketing materials never really got me to go shopping in their stores. But I was in search for new work outfits and being around the area I decided to check this place out. The guy who greeted me was very nice and welcoming. I asked a couple of questions and he was able to help me. He also checked on me a couple of times. They're clothing selections are limited...well they weren't what I was looking for but its expected for a Factory store. read more

My daughter received a pull over for Xmas, when she tried it for the first time the metal buttons came off, one on the collar and two off the pockets. As I mention it was a Xmas present, the receipt was not included but we figure we would go to the store and either return it, exchange or get store credit and get her something different. The manager was extremely rude, I mention that it was gift and didn't have a receipt but all he could scream was we need a receipt. This was worse experience with any store I've shopped at, I don't normally go to J Crew and with this kind of service I will NEVER shop there. Am going to tell friends, family co workers to NEVER shop there. There are so many store with a better quality of clothes and a better return/exchange policy. I wish there was a 0/zero rating because that's what this store deserves. Don't waste your money, DONT SHOP AT J CREW! read more

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Woohoo! A JCrew outlet store that just opened on Thanksgiving weekend and just in time for the holidays. This location is super convenient since it's at Westgate Mall. You don't have to drive all the way to Gilroy or Great Mall and deal with crowds and parking. When I went last week, the whole store was 50% off with an additional 15% off. Men's and women's clothing only, no kids. The store is decently sized and they had a good selection of sizes. One thing I noticed was they were a little short on staff, but otherwise it was an awesome shopping experience! read more

The manager (I believe her name was Sylvia) was incredibly rude. I went to return a shirt and as I was handing it to the cashier a droplet from my drink got on the shirt. I pointed it out to the cashier and asked if it was okay. She proceeded to ask her manager who then rudely screamed at me that it was NOT OKAY and berated me asking HOW AM I SUPPOSED TO SELL THAT?! She then told me to "go home and use spray and wash" on the shirt. Such bizarre behavior! The poor cashier looked so uncomfortable. Who chose this this lady to the be the manager? The store has good inventory occasionally but will be avoiding from this point on. read more

This is a J Crew factory store in Westgate. It's actually not connected to the main mall area so you need to go outside to find it. The J Crew factory clothing always felt a bit thin and not as high quality as the retail stores. But if you are patient you can get some decent deals. The selection here seemed skimpy, especially in the clearance rack. As you can probably tell, I live off of clearance racks so I was sad to see the selection quite bare. The staff also didn't even say hello. read more

Joey! You are the BOMB.com! Thank you for your honest opinion about what to wear, and what not to wear! Also telling me to calm down while I was hyperventilating lol! I can always count on your honesty, and it hasn't steered me wrong yet! So thank you Joey, and btw... I did end up wearing that dress and 4 inch heels! Can't wait to come back again! read more

Just experienced incredibly poor customer service and will never return. I spent a couple hundred dollars last month on my J Crew credit card at the Gilroy Outlet and received two $20 "reward" cards good though today, May 7 EST. Thankfully I remembered and stopped by to pick up a couple items for my mom and myself. I've always had decent service here before, and love that it's so close to my house. After today, I'll never return. The manager is clearly just calling it in and cares nothing about customer service. I chose a cardigan for my mom and a dress for myself (I'd bought it in another color before and liked it enough to get another). When it was my turn I handed the cashier the two rewards cards and told her that according to the instructions I could only use one card per transaction. She said she could probably do it in one transaction and commented on how it was the last day the cards were good to use. Five minutes later, the cards had been swiped several times and failed. Now the cashier tells me the cards must be expired. Funny, she'd said they were good just minutes before. She tried the transaction again a few times and said, well, the cards must be no good, and then asked me to step aside so she could help the next customer in the growing line. According to her, only the manager could complete the transaction. Well then, where was the manager? Apparently he'd left store without letting the sales associates know and they had no way of contacting him (this, they didn't tell me). The male cashier finished with his customer and called the next person in line, at which point I said, "What, I'm just supposed to stand here and wait until the manager shows up?" To his credit, the male cashier said he'd try to help me. No luck. While he was still trying, a gentleman wearing a headset who I assumed was the manager walked in and stood observing him and probably my not-so-happy expression (now about 20 minutes in to the transaction). He didn't come over to check on what was going on, just wandered off. Then the cashier tells me he needs the manager but doesn't know where he is, at which point I say, "Is he the gentleman with the headset who just wandered off?" So he calls the manager over, and I think thank goodness, he'll just override whatever the issue is and I can get my discount and be out of here. But no, he tries the same stuff to no avail. Plus, he's thinks I'm trying to use two cards for one item because the cashier has grabbed the cardigan and is restocking it. (Thanks to another customer who pointed out that's what's happened to it.) Then as if things can't get much worse, the manager says to me, as I'm standing there with my J Crew credit card in hand, "Have you tried using these cards before?" WTH, now he's implying that I'm trying reuse the cards?! I said "No, they've been in my wallet since I got them when I spent $200 in here a month ago." He doesn't even bat an eye. He finally rings me up and has the nerve to ask if I'd like a freaking shopping bag for 10 cents, to which I say no. Then he pushes the items to me across the counter and says, "There you go." I was flabbergasted that there was no mention of the inconvenience or any sort of apology. "Really?" I said, "no apology?," he just stared at me. This was the worst customer service I've had in years and told him so. Still no apology. This guy, Greg (according to the receipt) needs to find a new line of work that does not involve customer service, because he clearly does not care. I give him zero stars. Same to J Crew as a company if I don't receive some type of apology and make-good. read more

This store really need better customer service oriented people. I have been shopping at this location for more than 5+ years and really like this location since it's so convenient. The cashier Named Liv that assisted me today was snappy and rude. She was so sloppy with the clothing when ringing me up and doesn't care to fold them nicely. She asked me about signing up for their new text message service and i asked her if this is only for the factory store or JCrew main stores. She didn't know the answer and got a marketing paper from her colleague and when her colleague asked if she needs help, she said NO, i just need to read something about this campaign she got all snappy with me and said well i wouldn't offer it if it wasn't for this store!!! I said NO THANKS i ll pass she wasn't sure about. She rang me up and didn't even care to fold the clothes nicely and dumped it in the bag. I had to ask her, would you mind not dumping it and place it the bag carefully so it doesn't crease up the shirts. She gave me this look and tried to fold it. I ended up doing it myself. Someone needs to coach her on customer service, don't think she cares about her job. I hope she can improve her level of service. read more

I got to this J. Crew Factory a little after 12PM today, and was immediately greeted as I entered the store. There was one sales associate who looked right past customers as she walked through the store, but the other two sales associates on the sales floor were friendly and quick to offer assistance. One of the associates told me and two other shoppers nearby that everything in the store was 50% Off ticketed price, with an additional 15% Off to be taken off at the register. Also, he gestured at clearance racks where everything was 60% Off ticketed price. All the men's and women's clothing was neatly folded/hung and the store was very organized. This location does not carry children's clothing. I saw plenty of scarves, cardigans, long sleeve tees, blouses, vests, and jackets. A lot of the women's clothing only had XS and S sizes left. I was lucky to find a royal blue 100% cotton long sleeve tee in M. The men's section was well-stocked as well, with the exception of belts - those were pretty well picked over. There was a gift section in the center of the store that had cufflinks, iPhone 5 cases, jewelry trays, gift tags, mini notebooks, gloves, socks, passport holders, card holders, mouse pads, ring holders, corkscrews, luggage tags, picture frames, etc. There were seven shoppers ahead of me, and two cashiers. The smiling cashiers greeted shoppers and weren't pushy with the J.Crew credit card. My cashier thanked me for shopping here said, "Happy Holidays". After all the the discounts were applied, I got a pair of Made in the USA camp socks for $6.16, Made in Italy solid opaque tights for $4.41, and a Made in China long sleeve v-neck tee for $11.26. My total after taxes was $23.74. The tights and camp socks, both originally $14.50, were 60% Off and 50% Off respectively, and I got an additional 15% Off on them. The original price of the long sleeve tee was $26.50 before the 50% Off plus additional 15% Off. Located between Sushi Boat and Any Mountain - front entrance only, no entrance from inside Westgate. I parked by the Westgate entrance between Target and Walmart Neighborhood Market (plenty of parking there), and walked across Westgate and exited near Sushi Boat to get to J. Crew Factory. read more

I give 1 star is for staff and managment who works at this location. It was happen to me April 2014. We were shopping at the shopping mall, and find out there is a new store called J. Crew was open in the mall. So we pull the door (the door still unlock). After I walked in the store, their security alarm was ring. (remember i am not getting out from their store) The saleman manager came to me say the security alarm is ring. Now i need to check your purse!! I responded, We just walk in. She said alarm was ring, i need to check your purse. Since we want to go inside the store, i have to let her check my purse. Right after she completely checked my purse, we start walk inside. She said our store is CLOSED. I asked why you dont tell me before you check my purse? I feel un-respectful totally. I wont never ever go to this store again. read more

You will always find great deals here and the people who work here are really nice! Beware, if the sales are too great, the line to check out can get a bit long! read more

We went shopping yesterday. My husband lost his favorite Red Sox hat there. So we called before the store open on Sunday morning, they were so helpful. The lady on the phone returned my call and actually found the hat. We really appreciate their assistance. I will certainly continue to shop there. Thanks Jcrew read more

I have been able to pick out a few gems from this location. Highlight-- air conditioned! The staff is generally helpful if you ask, but they won't offer anything up on their own. The rooms are reasonably clean if you want to try something on. A great place to peruse randomly after picking up coffee. read more

Was so surprised to see a J Crew outlet at Westgate Mall! Open for less than a month, the store was pretty organized, staff was friendly, but not super helpful where they go out of their way to ask if you need anything. Entire store was 50% off, and later found out that everything was an additional 15% off! Saw something on the mannequin which drew me in, and was able to get it in a different color as they didn't have the red in my size. Glad they have an outlet here since regular J Crew is quite expensive! read more

Being in retail management for numerous years before, I am surprised that the district manager isn't doing anything about this location. First of all, the other poor reviewers below are correct. The customer service here is terrible. I never thought I would review a retail store but felt the need to just so the district manager can fully understand how the team at this location isn't really providing customer service at all. If you ask them a question or help, they have no answers. They would either struggle to respond or tell you they'll be back but never do. They leave customers hanging when being asked for help and just return to folding clothes. I had asked one of the workers here if I could leave some items in the fitting room while I shop for more. While she kindly said yes, she left them randomly in a fitting room and left to lunch. When I got around to trying them, none of the other associates could find my items. So then, one girl impatiently told me to just go into the one of the rooms for now, and she'll be back. Well, she never came back. After I waited about 5-10 minutes, I came out, and the girl who had told me to wait in the fitting room was just standing there folding clothes. A second girl tries to help, but she finds my 2 out of 10 items and goes straight to folding clothes, too. WTF?! At this point, I was PISSED. So the manager turns and asks what happened. She didn't do much either. She lectured them in front of everyone, which was unprofessional...but none of them offered to go help me find my items. So I go and find all the items myself, and as I walk back to the register, I hear the manager mocking me and talking shiet. SO UNPROFESSIONAL. She fakes it off by saying...I am so sorry this happened, but yet, no actions. Checking out was a pain, too. None of them seemed to know the pricing of the items. If the item didn't have a tag on it, they would struggle instead of running off to get another item. I've worked in retail before and find this store to be so unprofessional. I've been to many JCrew stores across the nation and find this one to be the worst. read more

I want to give a big shout out to Jill! She was amazingly patient and helpful with my mom and me as we took quite a long time trying out a bunch of clothes. She helped us find what we needed, gave recommendations, and helped us order items that we needed in different sizes - and remained utterly positive and friendly the entire time! Many thanks for a great shopping experience! :) read more

I received excellent customer service from Katie Without her assistance I would've been lost. Since I'm a guy, my fashion senses isn't that great. But Katie made me feel confident about my purchase and gave me good pointers and style tips! Thanks a bunch Katie! Till next time! read more

I've never written a review about a retail store, but I can't help but notice the lackluster customer service here. A retail experience is usually the same everywhere. Walk in, greeted by an employee, or a "Can I help you?" and maybe a "Did you find everything ok?" when you're checking out. I come here once every few months and it's like the employees are mute, besides the required "Do you want a bag for 10 cents?" They're just not friendly! No smiles, no offers for assistance. I have been the only customer in the store, and not one employee spoke to me. Once I asked the dressing room attendant to get me another size and she never came back! I saw her out in the store and asked her what happened "Oh, we didn't have it." Cool, were you going to tell me that? I know I'm not shopping at Prada, but some sort of verbal indication that they recognize me as a human shopping in their store (maybe a "Hello") would be a nice touch. read more

J Crew is honestly the best mid-upper quality store for men's fashion. Fantastic dress clothes, jeans, and flannels. The service has always been great too, not sure why people in the reviews below have had a problem. I've been here around 12 times at different parts of the day and always thought the workers were good. read more

I really want to like this J Crew Mercantile store because it's close and convenient and located near other stores I like, but their service and selection is incredibly lacking. Their size selection is usually lots of XS, S, XL. As you can imagine, this leaves people in the average size of M without many options. In all the times I've visited this store, I've yet to have a staff member greet me when I walk in, when I'm searching for my size, when I'm walking around with arms full of clothing, etc. I've had to ask to have a room started. Once you're in the dressing rooms, no one checks on you or asks if you need more sizes. This has led me to leave the store empty handed many times because I HATE having to put all my clothes back on just to go find another size. Isn't that what the sales associates are there for? They are nice enough when you check out, but by then, the service has already frustrated me. I think I'll stick to online shopping and just return what doesn't fit to this location. I'll use it as a return center. read more

Why I'll never shop at the J. Crew retail store again! Mercantile Forever! I did a little Black Friday shopping at jcrew.com, and somehow my order was tripled. Burdened with a mountain of clothes I needed to return (seriously, I had to take a utility wagon), I went to the mercantile store by mistake to make my returns. I had, previously, tried using the online return thing and calling with no luck. Of the four times I tried calling J. Crew, I was put on hold for almost two hours--with no answer--twice. Needless to say, I was OVER IT and ready to return the thousands of dollars of clothes I hadn't ordered. This is where Jodi Nara came in. She immediately flew to my aid and made it her personal responsibility to help me; although, none of the clothes could be returned to the outlet (her store). She called both local stores, with no luck and a bit of rudeness on their part. She actually called the toll free customer service number for me, stayed on the phone with the less than friendly customer service dude and returned ALL 80 pieces for me. Seriously, it was a mountain of stuff. As if that wasn't enough, she personally took ownership of boxing and shipping everything back for me. I have not experienced this level of customer service from a retail clothing store my entire life. Jodi is one of a kind, and she really saved me that day. I couldn't imagine having to schlep those clothes across town (again) all to return things I hadn't ordered. I will be shopping exclusively with Jodi and at the mercantile from here on out. She is PHENOMENAL. I cannot sing her praises enough. The Mercantile is lucky to have her. read more

Let me start of by saying I love the feel of this store, everyone was very welcoming and helpful. Especially Jill. I had come in the other day to find a gift for my niece and Jill went above and beyond to piece together a few outfits for her which made my life so much easier. The nice thing is that the things she picked out can go with so much, she definitely knows how to style the little ones. I am coming to her whenever I need to shop for my nieces and nephews! read more

Easily accessible location in front of Westgate mall. Employees are very accommodating.

Working in retail for over a decade I was blow away at the awful customer service I received here. JODY was so incredible rude- from her eye rolls when I asked a question- to her snarky comment when I was done checking out- she was unprofessional and inconsiderate. While this may be a J crew outlet- I would still expect the same level of customer service from a brand of this nature. read more

My whole family gets dressed in J Crew. Husband, daughter, her husband, myself. I spend a lot every month on good quality clothes there. Occasionally I find good quality items in the Factory store or Mercantile - as they call this location. A few days ago I paid a visit - the only person in the store - a plump asian girl was at first dismissive, and after I asked a question - plain rude. She refused to answer my questions, was unprofessional, tried to trick me about certain prices, and acted in a very demeaning way. As you guessed - I will not step into that store any time soon, unless she is fired. Shame! read more

Great stuff just the manager was super rude when I asked if she would be able to take some security tags off a bday gift for me. She was staring me down and my bag with my sweater and pants and super sarcastic as soon as I walked in and after I got done explaining my issue and letting her know I wasn't stealing when I walked in and the alarms went off , how I received it through the mail she goes "that is correct, also I saw you coming in, and have you on camera" just being super mean and degrading so I told her she was super rude and that I would never work there. Who would? read more