Dive Summary:
- J. Crew CEO Millard Drexler responded in The New York Times to an op-ed titled "The Hell of Online Shopping" by defending his company's successes and touting the importance of online shopping experiences.
- The original op-ed's author, Delia Ephron, detailing her dissatisfaction with J. Crew in 2011, arguing that the Web "has obliterated the idea that there should be some grace to a present, some beauty, and that the receiver should experience it."
- Drexler admitted that Ephron's situation warranted an apology, but stressed that it did not represent general customer experiences.
From the article:
"We have no idea how a complaint about online shopping made the op-ed cut at The New York Times, but it did. Delia Ephron wrote a whiny article on December 23 that can be summed up as “I had my Christmas order messed up by J.Crew, oh poor me shopping isn’t as intimate as it used to be!” Keep in mind that 1) Ephron is talking about shopping, as in the purchase of material goods with currency and 2) Everyone has had online orders ruined, but they get over it rather quickly because, oh who knows, they’re adults. ..."
