Clothing seller apologizes for problem-plagued order system

J.Crew blamed problems with upgrades of its website and call center for the difficulties many customers have had.

NEW YORK - J.Crew Group Inc., the clothing retailer run by former Gap Inc. chief executive Millard Drexler, has apologized to customers, asking shoppers to excuse problems with Internet and phone orders in the past few weeks.

"We know we've let you down," Drexler and president Tracy Gardner said in the apology, sent to customers by e-mail yesterday and posted on the company's Internet site. J.Crew is making "enhancements" to its site and call center and "unfortunately, encountered some bumps along the way," they wrote.

"We've made some mistakes (too many in our mind)," the executives wrote. "Please bear with us as we work through these issues."

The retailer's website wasn't accessible as of 1:47 p.m. and showed a "Be back soon" note. As of 2:30 p.m., the site worked and had the apology note on the home page.

On Wall Street, J.Crew, a men's and women's clothing retailer known for khaki shorts, chinos, and cashmere sweaters, fell $1.11, or 3.7 percent, to $28.98. The stock has dropped 40 percent this year through yesterday.

In the first quarter, Internet and catalog sales made up 30 percent, or $100.9 million, of New York-based J.Crew's total revenue.

A recent upgrade to search and zoom functions online has caused some issues when shoppers place orders, J.Crew spokeswoman Margot Fooshee said in an e-mail, without elaborating.

"In our eyes, any inconvenience to our customers is unacceptable," she said.