Nordstrom Inc

Re: Revdex.com Complaint No. [redacted]
 
At Nordstrom, it is never our intent to disappoint our customers. We sincerely apologize for this customer’s experience and appreciate the opportunity to respond to her concerns. We reached out to the customer and sent her a comparable gift with purchase as...

the FRESH gift with purchase is no longer available. We believe this matter has been resolved to the customer’s satisfaction.
 
Sincerely,
 
Nordstrom, Inc.

Complaint: [redacted]I am rejecting this response because: I have tried calling the number that was provided on a voicemail I received. The message stated that the number was on the east coast and the person who left the message said they would only be available until 12pm eastern time. Which is 6 am Hawaii time. I emailed Nordstrom Rack again and the person that replied said that I was provided a Pacific Time phone number however that was not the case.
I have since returned the items and received my refund of $20.77.  However, I have not been offered any additional refund to my order due to the severe mishandling of my order. I have requested and still would prefer an email response from a Nordstrom Rack supervisor instead of a call due to the time difference.
Sincerely,[redacted]

Hello,   We appreciate the opportunity to respond to this customer.    We have thoroughly researched this customer’s complaint.  This customer has history of claims for merchandise that the customer alleges were either stolen or left out of the order, for which the customer has...

been accommodated.  This order was successfully delivered to the requested address on 1/25/18 at 10:36 am.  Due to the apparent ongoing issues with the delivery of the customer’s orders, we encourage the customer to work with their local police department, and we will cooperate with any police investigation.   We cannot be responsible for a package once it is successfully delivered to the customer.  We are not able to accommodate this customer’s request for a refund and we consider this matter resolved.   Sincerely,   Nordstrom, Inc.

We apologize for this customer's experience and appreciate the chance to respond. Amber in our credit department reached out to Mr. [redacted] and worked with him directly to correct this issue. We are sorry that this issue occurred and we truly apologize for any resulting inconvenience to...

the customer. The customer may reach out to us directly for any additional concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Maurely P[redacted]

Nordstrom follows standard authorization procedures which are compliant with card acceptance rules and laws. The decision on how to handle fraudulent use is the responsibility of the card issuer. Nordstrom is happy to work with the customer’s card companies during their investigation in to this matter. It sounds like the customer was able to reach our team at the store and they will get back to her. She is also welcome to contact the police department.

We apologize for this customer's experience and appreciate the chance to respond. Our teams have confirmed the cancelation of the order. For future buy online pick up in store orders, our teams will send an email to the customer letting them know when the merchandise is ready to be picked up. It...

appears the email had not yet gone out in this case. Should the customer wish to speak to the store manager directly, please contact Mari L[redacted] at ([redacted]. We are sorry that we are unable to compensate the customer further for this understandably frustrating experience.

At Nordstrom, it is never our intention to disappoint our customers. We truly apologize for any inconvenience to her and that she felt our customer service representatives were uncaring. We appreciate the chance to respond to this customer's concerns and sincerely apologize that she is unhappy with...

the product received. We have processed a refund for this customer and hope we can earn back her trust should she choose to shop with us again in the future. 
Best Regards, Nordstrom, Inc.

At Nordstrom, it is never our intent to disappoint our customers.  We sincerely apologize for this customer’s experience and the fact that they received less than our best service.  We appreciate the chance to respond to this incident and address service issues within our company. Our...

delivery research team was able to investigate thoroughly and resolve this issue directly with the customer. We apologize for any inconvenience this may have caused and hope we can better serve this customer in the future should they choose to shop with us again. 
Best Regards, 
Nordstrom, Inc.

We apologize for this customer's experience and appreciate the chance to respond. We ask that the customer provide the order number and website involved (Nordstrom.com or Nordstromrack.com) so that our team can look in to this matter further. After receipt of that information, we will respond with...

our findings accordingly.

Complaint: [redacted]
I am rejecting this response because:insanely terrible- they asked me over email if I wanted it in Navy and I replied right away No, only black- they sent it anyway which I wasn't even aware of until ups said I have to go pick up a package - so I left work and missed out on my hourly pay for a 3rd time to get the wrong item from you- then I emailed all my complaints and they still have not emailed a return label back- I have no use for the Navy sweater but you sent it anyway instead of offering me a gift card for the fkups for at least $50.00. Extremely frustrated!!!!
Sincerely,
[redacted]

We appreciate this customer bringing this matter to our attention, and we are sorry that this customer received less than our best service. If the customer received the wrong item we would be happy to waive the return label fee for her to return back to our fulfillment center. If the customer logs...

into her account and selects returns as an option, she will see the single item that she purchased. Once she selects the reason "Wrong Item" our system will automatically waive the return fee. We apologize for any inconvenience and hope we can better serve her in the future.

Complaint: [redacted]I am rejecting this response because: I have provided the return tracking number, it is [redacted]. The facts stated in the response are not accurate, I have returned many items and their warehouse has lost the items and then then blame is put on me. I have over a 1100 purchases with Nordstrom.com and this is my 3rd instance of a return problem. One of the problems was because the item was not properly sealed and was lost in transit. Again, Nordstrom.com blames me for that issue not their shipping department. I urge them to get a better return process. It makes no sense that an item which was returned with two other items goes missing. Once again, the return tracking number is [redacted]. I expect a credit for the missing item and I will no longer do business with nordstrom.com. I should not be held at a different standard than other customers because they lose items in their warehouse. I could see if the item in question were expensive but we are talking about a pair of $49.99 clearance shoes.

We apologize for this customer's experience and appreciate the chance to respond. Our records reflect that there was some confusion with the customer's account due to the use of two separate email addresses in her file.  Our records also show that refunds have been processed for all three items...

the customer returned to us. Ms. [redacted] returned three items; the TOV Plaid Skirt, Swallows Scarf and a Kayla Genuine Calf Hair Large Satchel. The total refund for the three items was $154.16. We are sorry for any resulting inconvenience to the customer.

We apologize for this customer's experience and appreciate the chance to respond. We rolled out Drop & Shop as a service option to our stores that receive a high volume of online returns. This is intended to be a service option, it is not a required policy. The service is intended to allow...

customers to leave their online returns with us and receive their refund within a 24-hour period (they get an email notification once processed). We will follow up with the Regional Managers to reinforce that this is a service we offer, but is not a required return policy. If an immediate return is needed in the future, we encourage the customer to voice that to our team at the store. We apologize for any inconvenience and hope we can better serve the customer in the future.

Complaint: [redacted]I am rejecting this response because: their online ordering system doesn't follow the their own terms. how would customers know what to follow?Sincerely,[redacted]

We appreciate this customer bringing this to our attention. Our records reflect that due to her return history and return rate, this customer was told she could no longer shop with us in December of 2016. For the items involved in this particular complaint, all were returned to the customer due to...

being is used condition. [redacted] ($80)- returned to customer due to used condition - [redacted] – delivered and signed for on 5/1[redacted] ($425.00) - returned to customer due to used condition - [redacted] – delivered and signed for on 5/1[redacted] ($230.00) – returned to customer because due to condition. - [redacted] – delivered and signed for on 5/10[redacted] ($425.00) – returned to customer because due to condition. - [redacted] – delivered and signed for on 5/10

Re Revdex.com Complaint No. [redacted]
At Nordstrom, it is never our intent to disappoint our customers. We sincerely apologize for this customer’s experience and appreciate the opportunity to respond to her concerns. We reached out to the customer and believe this matter has been resolved.  The...

customer has been provided direct contact information should she have any further concerns.  
Sincerely,
Nordstrom, Inc.

Hello,
It is clear that we have failed this customer from a customer service standpoint.  We are sorry that we did not credit [redacted] for his cancelled order.  Despite our best efforts, errors do occur. 
Nordstrom has taken steps to ensure that [redacted] has been credited for his...

cancelled order and for any interest that accrued as a result of this issue.  We have contacted [redacted] directly to apologize as well as to let him know that his account has been credited for the cancelled order and any resulting interest.
We apologize that [redacted] had to escalate this matter, and we are taking take the appropriate steps to address the source of the error.  We truly regret that [redacted] has had an unsatisfactory experience shopping with us and we apologize that he has received less than our best service.  We hope we can earn back [redacted]’s trust should he choose to shop with us in the future.
Sincerely,
Nordstrom, Inc.

Hello,
 
We appreciate the opportunity to work with this customer regarding the issues she is having with her account.  We reached out to the customer directly for additional information and we have been able to make some changes to her account in order to provide her with the payment...

due date she has requested.  We have also credited her for the recent late fee that was applied to her account.  We are not able to accommodate her request that we change her credit reporting, however, the customer is attempting to get additional information for us in that regard and we have committed to re-assess our position based on the information she provides.
 
The customer will be receiving a letter shortly explaining in detail the steps we have taken with regard to this matter. 
 
Respectfully,
 
Nordstrom, Inc.