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J.Crew CEO Apologizes For Straying Too Far From Their Classic Image

Fri, July 26, 2013 5:40pm EDT by 2 Comments
Courtesy of JCrew/Fameflynet/Report On Business Magazine

The brand is successful for a reason, but it’s a reason they seem to have forgotten — at least momentarily. After apologizing to a disgruntled customer, the CEO has some serious thinking, (or rethinking), to do.

Jenna Lyons, 44, is the creative director and president of clothing brand J. Crew, which is a company she turned into a billion-dollar business. It seemed like until now she could do no wrong but we all know that no one is perfect — and it turns out even Jenna Lyons makes mistakes. When J. Crew released it’s latest catalog to it’s VIP customers, one valued buyer was not impressed. Jenna had been rethinking J. Crew’s image — but unfortunately it didn’t go over well. What do YOU think?

J. Crew CEO Apologizes For Image Change:

Mickey Drexler, J. Crew CEO, seemed to hold Lyons on a pedestal until recently when he received an email from a disappointed customer, Elizabeth DeRose, about the paper catalog she had received. DeRose complained that the brand was trying to be something it’s not, saying, “I am so disheartened and disappointed that you are leaving your core values and styling and abandoning your loyal customers. I would have thought you had learned your lesson at the Gap!! Why mess with these iconic brands and change them into something they’re not?”

Ouch! Drexler, however, embraced the constructive criticism and called DeRose personally to apologize. He even admitted, “Some of the styling had perhaps strayed too far from the classics and brand messaging for which J. Crew had become known.”

Jenna Lyons: Good Or Bad For J. Crew?

The problem with the new J. Crew image stems from the fact that the brand always had the perfect no-nonense style that every business man and woman could appreciate. It lacked edge, but that was the point. While Jenna Lyons quirky style did bring some pizazz and success to the brand, her style may be coming on too strong now. Loyal customers like DeRose aren’t feeling the love for the brand at the moment and that’s a problem for Lyons.

What do you think of J. Crew’s changing image? Is Jenna doing more harm than good? VOTE.

— Jennifer Crawford

More J. Crew News:

  1. Sasha & Malia Obama Wear Adorable Bright Coats For Dad’s Inauguration
  2. J. Crew Fashion Director Jenna Lyons Steps Out With Rumored Girlfriend!
  3. HollyWho-Knew? Sophia Bush Wears J. Crew To The Globes After Party!!