Anonymous
map-marker Alpharetta, Georgia

Horrible customer service

I ordered two items December 7,2014. At the 10 point event. The person who placed the order, may have forgotten that I told her there were gifts to please have them wrapped. I received both items, none of them wrapped and worst of all a Tory Burch belt, was in the delivery cardboard box not even wrapped in tissue paper. I called customer service and they will send me a box. I am having a problem with the way I was treated. I am a Nordstrom cardholder I expect good customer service and all I am getting is dismissive sales people who don't take care of the customers. Nordstrom's customer service is non-existent. So sad that a great store is becoming one of the worst in customer service. Wake up Nordstrom!!!
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Reason of review:
Poor customer service
Anonymous

Nordstroms Online

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Horrible customer service! I didn't receive an order sent by UPS they left the order at my front door in my huge apartment complex. I never received it so I called Nordstrom's and they were very helpful at all. After a couple of days I said I wanted a refund that if you go online UPS states that packages were left at front door I did not sign for these packages so I want a credit. They send me an email saying that they have to look into it further may take 9 days at least or longer to see if I warrant a credit. I had to call my bank to file an investigation which I would not have done if Nordstroms did not give such horrible poor customer service. They acted as if it was my fault that I did not get my packages. They also said did you go and ask your neighbors. Yes I will ask all 300 of them that have access to my front door. I could not believe that Nordstroms gives such HORRIBLE LOW CLASS CUSTOMER SERVICE!!!!!!! VERY DISAPPOINTED!
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Loss:
$1600
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Federal Way, Washington

Boots Review

I ordered some boots online, $150+. I didn't receive a confirmation email, so I emailed Customer Service. They told me to call so I did. Apparently whoever lived in my house before me had the address blacklisted, so Nordstrom cancelled my order as soon as I placed it but they still charged my card. I can't order anything because of the previous residents which is completely unfair.
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Reason of review:
Poor customer service
Anonymous

Returning Defective merchandise/Shipping policy on Returns

Perhaps you should let the company have one more chance to make right. Read the shipping policy well tho.

About receiving a defective however is not correct policy to put blame on you. Kindly let the company know that you will be takin advantage of other social media web sights to report how they handle situations such as the one you were faced with. Often times you can call and speak w/ a more cooperative agent who will be willing to come up w/ a solution you are comfortable. If not call again w/ the same issue and if no solution to your liking comes up ask to speak w/ a supervisor.

Make sure to ask for each persons name and employee number,as often this will make them feel more responsible to solve the problem rather than quickly dismissing you. Always ask & get their name n use their name while speaking to them. It makes it personal then. You can also call your credit card company and ask them if you can dispute the charge making certain it is valid and not petty.

Free shipping is generally quite easily negotiated even if you mis read the policy. If you cannot get a solution w/1 agent certainly by your 3rd call when the agent does not help and you ask for a supervisor let the supervisor know how grateful you are to be speaking to a person w/ understanding and the ability to make a decision that will FINALLY give you satisfaction. Always use their name as it then becomes their issue as well and puts you on a more personal level.

Also a compliment such as when asking for their name, you can say " what a lovely name, my cousin is having a ( girl/boy) & struggling for a name, I'm going to suggest yours. Then on to "Pardon me I know you must be busy;"and then proceed w/ the many calls you have made to find a solution for a problem that "I am certain you are the person who will help me solve." Be honest and do not waste anyone's time looking for a freebie.

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Anonymous
map-marker Wallingford, Connecticut

Unhappy with service

I am a 78 year old man and on Sat. July 5th I went to Nordstroms at West Farms Mall to buy a pair of shoes.A young lady brought me 2 pairs to try on. I asked her to help me with the shoes and she told me she could not because she was wearing a skirt. My wife helped me. I told this young lady that it was her job to assist customers and maybe she should wear slacks instead of a skirt. Her insulting reply was she wears what she wants to wear.I asked her for her name and she told me it was ERSALANA. I am not sure this is the correct spelling. My point to you is that Nordstroms is a quality store and customers should receive quality service.
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1 comment
Guest

My mother received a gift card for Nordstrom. She is 86 years old and has some arthritis in her hands.

She also has a tummy and rather thin legs. She was hoping to find a nice pair of pants that pulled on and weren't too baggy. There was absolutely nothing in the way of pants for her. Not one thing.

We tried sweaters after the pants then coats. Considering that many people of this generation have a fair amount of money I was surprised by Nordstroms total ignorance of what someone of my Mothers generation might like to wear.

Personally I never want to see that store again !!! Bad very, bad experience.

Anonymous

Cancelled order with no notification

I ordered a few items during the anniversary sale online and generally receive the confirmation of shipment usually a day after ordering. I hadn't received anything so checked my account and was shocked to see my ordered cancelled with no notification.

I contacted Nordstrom and they indicated one of the items (a clinque toner) couldn't be shipped as my shipping address was a mailbox so instead of just cancelling that item, they cancelled my entire order. As I purchased my items during the anniversary sale, the sale was over. The agent indicated I can make the order again with no apologizies or anyting and even to offer the same anniversary sale prices. I had to request this.

After some thought, I decided I will order the originally items again with the the anniversary prices and after spending 30 mins completing the order with a stylist, I thought everything went fine. About an hour went by but I still hadn't received a confirmation so I logged into my account and the sytlist put in the order for the wrong item. Again, I had to contact nordstrom and with all the frustration, I cancelled the entire order.

I asked to speak to a Manager and the agent indicated she will provide my details to the manager and someone will get in touch with me and of course there has not been any contact. I will think twice before ordering from Norstrom again.

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1 comment
Guest

Similar experience with Nordstrom.com. I won't order from their online store again. Fail.

Anonymous
map-marker Portland, Oregon

Do you want to die from your new shade of lipstick?

Today I went to the Lloyd Center Nordstrom because I wanted some MAC lipstick. The four clerks were rather busy. Then I noticed a young woman who was trying out lipsticks; to my horror, I saw that she had a tissue in one hand, was wiping off the lipstick and then applying the various colors directly from the sample lipsticks. I thought the practice was to apply lipstick to the inside of your wrist--or use a single use throw-away applicator. All of the clerks were oblivious to what this *** was doing. Tell me--could she be a herpes carrier, one who has hepatitis, or perhaps Ebola (at some time, that's going to hip us here in the US.) or God knows what else she might be infected with. Some poor unsuspecting customer may receive a transfer of her germs when the clerk uses a throw-away applicator to apply lipstick to her. I don't know--but it will be a cold day when I return to Nordstrom for any further purchases of cosmetics!
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3 comments
Guest

http://robecart.com IS A SCAM!!! BEWARE!!! PLEASE!!!

Guest

I fully understand you. That kind of thing also happened to me to one of the nordstrom store.

So I was discouraged to buy their MAC Lipstick.

I tried surfing the net to shop online instead and found http://robecart.com and surprised that it has a lot to offer other than cosmetics. Plus it offers free shipping!

Guest

OH the horror! That is terrible.

Thank g-d you noticed, gathered up all the infected lipsticks and threw them away. Or did you? I don't think so.

So much for helping out your community. No, you'd rather bbiitcchh about it online than actually do something about it that could make any real difference.

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Anonymous

Product Return Review

I have made a return to the Skokie, IL on September 5 yet my money was still not put back on my card. Any idea as of when I should expect it?? Is this called making interest in my money because I am not a happy customer right now. I had enough.
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Anonymous

Poor service and ruined a birthday!

7/7/14- Spoke to Jodi and then Lindi I ordered online for my sister's birthday. I wanted her present to arrive on or before her birthday, so I made sure I paid a little more for the two-day shipping. IT DID NOT ARRIVE AT ALL!!! I went up to visit her and see her open it--I live in Philadelphia, she lives in Boston. IT WASN'T THERE! Therefore, I called customer service and the representative stated it wasn't shipped. I asked why, she said she didn't know, and that I would be contacted at the number I requested. All in all, my order was canceled and it seems to me their customer service department as well as their online services are very disorganized. She didn't even ask if I wanted to resubmit the order or if there was anything she could do! This really ruined her birthday surprise. With the money refunded, I'm buying somewhere else, Bloomingdales.
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Anonymous
map-marker New York, New York

Acused of returning a item not from the store

Purchased a Flynt men's jacket from store in Houston. When I returned back to Arizona checked to have it tailored but was to much work. Had receipt and item untouched from purchase. Was told by the store manager in Arrowhead Arizona store that Nordstrom does not carry this item, even though the tags matched my receipt they simple accused me of switching the store tag. Absolutely the worst customer service I have ever had. Will never shop again at any of the stores. When in comes to designer clothes there are a lot of other options. Last note I looked on the Nordstrom web site just to clarify that they did indeed carry this item!!!!!!!!
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Reason of review:
Poor customer service
2 comments
Guest

Yeah liar

Guest

If you bought it there, why did you need to look on the website to clarify?

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Anonymous
map-marker Dana Point, California

Nordstrom Dress Review

Sorry to hear about your Experince ..... I am a regular nordstrom shopper always visiting the dress department and I have only recieved great service ! Debbie and Karen two of the salespeople have help me !!!! No complaints very Happy:)
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Anonymous

I ordered a Clinique eye brow pensil but had to return it due to the fact that ut kept breaking. Nordstom Direct will not credit my account in the amount of $17.12. I enclosed the order number.

The Clinique eyebrow pencil kept breaking. Spoke to a specialist. She advised me that I could indeed return the pencil for full credit even though I did not have the original box. My order number is 75546****. The package was received on July 01, 2014. I received an email from Diane L. from the credit department. Apparently Nordstrom's lies about what they will do. I will never purchase anything from Nordstrom's Direct. They owe me a credit of $17.12 but refuse to issue that amount to my credit card which is how I paid for the item. I would appreciate a call or a check from Nordstrom's as soon as possible.
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Loss:
$17
2 comments
Chanelle Omu

I ordered a pair of dark blue distressed jeans in a medium but didn't understand the leg sizes I would like a size 30 in the leg can u help me thank u.lyn

Guest

1. They can "reverse look up" the item you purchased by using the card you purchased it with without an issue.

2.

They can use the order number to also look up the original purchase

3.

If nothing can be found for some odd reason they can return it anyway using the UPC (barcode). Be aware if it is less than what you say you paid for it you MAY be refunded for what the current selling price is.

Btw; I've been employed at Nordstrom for 17+ years

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Anonymous
map-marker Los Angeles, California

Nordstrom - Sales Assistance Review

I visited the Nordstrom in South Coast Plaza. The shopping experience was less than acceptable. I needed assistance in the lingerie department and was passed up several times by a few associates. I took pictures of the associates. I have shifted a lot of my shopping to Bloomingdales because of their customer service.
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1 comment
Guest

Did you ASK anyone for help, or were you waiting for someone to read your mind? I am an adult, so I find it easy to speak up and ask for what I need.

To me, the idea of someone trailing after staff and taking their photos is quite disturbing! If I were an employee, I would have called security and if I were a fellow customer, I would have alerted the manager.

Anonymous
map-marker Denver, Colorado

Nordstroms Mall of America MN Shoe Dept. ***

Living in rural Canada we make two large shopping visits to Minneapolis Mall of America- Nordstroms mostly.Past 3 or so years. Exceptional quality good to shockingly fabulous on prices.

I buy top end shoes and boots. Save all the receipts. This is June 30, 2014 and This Nordstrom Shoe department became hellish when I returned two pairs of unworn perfect fresh as the day I bought them shoes. The sales clerk refused to process the return. "You've not returned them in the past 6 months?"The Department Manager (all refunds are completed in the department where one buys) backed her up- "It just seems like a long time to wait on buyers remorse"Had they read the receipt they could see I had to buy 2 of each style in ero sizes to see which size best fit my elderly Mum.Nordstrom flatly refused my return. 6 months is too long. No matter were I resident the Artic circle.Not content with refusing my reasonable consumer law protected return- no they begin to be verbally abusive implying there is some hidden wrongdoing some thing wrong with my shopping at Nordstroms. I hadn't mentioned my personal book ( the online record of one's name address and purchases, I hadn't showed them my Nordy card yet- why should I I paid cash the receipt is cash and these are hardly the most expensive shoes no, these are about the 199.99 mark a pair.) SO now I'll have to go through the *** of return by mail-- yes it takes 8-10 weeks to get the process done.We're through with this Nordstrom's; Until they open the Toronto Store we'll shop once a year in Los Angeles as snowbirds.

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1 comment
Guest

They should've returned the items with no problem especially with a receipt. It sounds like the salesperson didn't want to lose commission a slow day and the same goes for the manager in regards of department sales for that day, still it's no excuse to treat you like that.

Anonymous
map-marker Woking, England

BE WARNED ALL OVERSEAS SHOPPERS - Nordstrom LIE - Website says FREE SHIPPING AND FREE RETURNS ALL THE TIME but I was charged

I live in the UK and I ordered a dress from Nordstrom. Although it is an American company I was using the UK website that showed the costs in British Pounds (£) I loved the dress but I was worried about the cost of delivery so I thought I would see how much this would cost and I put the dress in the basket and when I went to view basket and it was a lovely surprise as it states in big bold letters "FREE SHIPPING AND FREE RETURNS ALL THE TIME" BE WARNED ALL UK SHOPPERS.......THIS IS A LIE!!! I was in fact charged over £40 for shipping and taxes and I now have to pay another £25 to return the dress. Customer service says that this is for US customers only???? This is rubbish because: 1) I was using the UK website 2) the term SHIPPING comes from when things were shipped by sea i.e. it was sent overseas to add insult to injury they dress is faulty on the neckline and I sent pictures of myself in the dress to show them what I mean and they said that was the design of the dress and perhaps it just did not work on me. I am very angry at this whole experience with Nordstrom and I warn all overseas customers DO NOT BUY FROM THEM I have asked to speak to the department that can change the website an remove the lie about free shipping and returns and they said that this department do not have an email address???? I was also told that they have passed the message on many times to them about this anyway but still it states in big bold letters FREE SHIPPING AND FREE RETURNS ALL THE TIME. So this is not just a mistake and unprofessionalism it is deliberate deception of its customers by Nordstrom
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Loss:
$65
1 comment
Guest

Wow - I live in UK and was taken in by this as well Except I thought I'd better look at other peoples experience before I take the plunge. Thank you so much - I will not bother looking at Nordstrom again! Elaine

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