Nordstrom Inc

Complaint: [redacted]
I am rejecting this response because:neither fedex nor the business responded to my inquiries. I have been told to file a claim in court, which is my next ste.
Sincerely,
[redacted]

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,
Stephanie J[redacted]

Complaint: [redacted]I am rejecting this response because:
 
A price adjustment due to retailer competition is not a discount. To be sure, Nordstrom was well within their rights to not match but they did it to make the sell and  certainly not to be altruistic. Further, and more importantly, as an independent retailer of [redacted] and other fine brands, it is your responsibility, to ensure that your own website properly reflects the items you are selling. The fact that you've removed this item from your website shortly after I brought this to your attention speaks to the fact that you acknowledge that your previous listing, the one I purchased on the basis of, is misleading. Future customers will be purchasing this item with full disclosure of what is in your stock to sell. But I was not. And this is not fair practice. And I am certain that this store policy will not stand up in  any court of law.  Your oversight and apologies after the fact does not discount the fact that a customer purchased an item at the price you set under your misrepresentation of the item.

We truly regret that this customer had an unsatisfactory experience while shopping with us. We have thoroughly investigated this matter and our records show that all of the returned merchandise was received and signed for by the customer on 7/19/2016 at 2:09pm.
 
We believe that we have...

been very accommodating in honoring the customer's return requests in the past. As we previously explained to the customer, due to the worn, used, and non-sellable condition of the merchandise and no proof of purchase, we were unable to assist with the returns of the recent items so they were sent back to her.
 
Nordstrom makes all decisions on a case by case basis and always tries to do what is fair and reasonable. In turn, we expect that our customers are fair and reasonable with us. We apologize for any inconvenience.

We thank the customer for bringing these concerns to our attention and giving us an opportunity to respond.   We strive to be upfront and clear in speaking about our credit card program with each of our customers, and we sincerely apologize if there was any...

misunderstanding. We’ve provided the feedback about to the Irvine Spectrum Store Manager to ensure they’re providing the service our customers expect.   This account is now closed and we’ve requested that Experian, Equifax and TransUnion remove this account from your credit file. While we cannot prevent the inquiry from reporting to the credit bureaus, we’ve asked that it be masked so that other creditors will not be able to see it. You’ll still receive a card, which we were unable to prevent from being sent, but you may simply destroy it once it arrives.   We hope these steps help to address the customer's concerns.

Complaint: [redacted]I am rejecting this response because:
They did not credit me back until I disputed the charge on my credit card. I contacted them twice for my refund and was told I had to keep waiting even after providing proof that they had signed for the package on the 5th of December. I feel they had no right to keep my money 19 days after rerouting the package back to themselves and 15 day after signing the receipt of delivery. had I not disputed the charge I may still not have had my refund. very poor customer service.Sincerely,[redacted]

At Nordstrom, it is never our intent to disappoint our customers.  We sincerely apologize for this customer’s experience. We appreciate the chance to respond to this incident and address service issues within the company. We attempted to reach this customer via the email address and telephone...

number provided in this complaint and on file with her Nordstrom account but our calls/emails were not returned. We are pleased to be able to refund this customer the amount she was charged for the 2-day shipping charged for the replacement bag. Our records indicate the replacement bag arrived on 12/17. We were reaching out to confirm the bag arrived in the proper condition. We sincerely apologize for this customer’s experience, however we believe no amount of compensation can remedy a poor service experience. We hope we can earn back this customer’s trust should she choose to shop with us in the future.Best Regards, Nordstrom, Inc.

We truly regret that this customer had an unsatisfactory experience while shopping with us. We have researched this issue and it appears that there was an error in the description of the boot on our website. The leopard print boot was the correct item we actually had in stock and sent to the...

customer. We thank the customer for letting us know about this and we have since updated the pictures on our website. Our teams are currently searching for a like item (black Ugg rain boot) as an alternative for the customer and will reach out accordingly.

We appreciate the chance to address service issues in our stores and sincerely apologize for this frustrating experience. Our Customer Experience Manager for Nordstrom Card Services has reached out to this customer directly as well as followed up with a letter to be mailed to the customer's address...

on file. We consider the situation resolved but encourage this customer to reach out to Nicole R[redacted] at 303-397-4508 if she has any additional questions or concerns. Sincerely, Nordstrom, Inc.

We have thoroughly investigated this matter and disagree with this customer’s version of events. This customer’s concern has been addressed both at the store level and was escalated to the regional level We appreciate the chance to respond to this customer, but standby our decision. Best...

Regards, Nordstrom, Inc.

We appreciate this customer bringing this matter to our attention, and we are sorry that this customer received less than our best service.  We were unable to find the email that was sent to customer care regarding this concern. However, we have issued the customer a $35 gift card for the...

missing items and sent it directly to the customer. We are sorry that this issue occurred and we truly apologize for any resulting inconvenience to the customer.

At Nordstrom, it is never our intent to disappoint our customers.  Despite our best efforts, errors do occur. We sincerely apologize for the miscommunication surrounding this exchange. We are pleased to have been able to obtain the merchandise from a competitor and have it sent directly to this...

customer. A member of our service team has reached out to this customer directly to communicate this as well. We again apologize for any inconvenience and hope we can earn back this customer's trust should she choose to shop with us again in the future. Best Regards, 
Nordstrom, Inc.

Hello,   Nordstrom would like to thank Ms. [redacted] for bringing this matter to our attention.  We appreciate the opportunity to respond to her concerns.    Due to an error on our part, once Ms. [redacted] provided updated account information we failed to re-submit her transaction for...

payment.  We apologize that Ms. [redacted] has received less than our best service.  We have confirmed with [redacted] Credit that this account has been paid in full, and we have notified the credit bureaus as well.  We also confirmed with [redacted] Credit that they notified the bureaus that the trade line should be deleted, and that they have confirmed that it was deleted on May, 26, 2017.   We sent a letter directly to Ms. [redacted] today with more detail regarding the actions we have taken and we have provided contact information for our Compliance Associate should she have additional questions.    We are truly sorry for the inconvenience to Ms. [redacted] and we regret that this unfortunate issue occurred.    Respectfully,   Julie B[redacted] Nordstrom, Inc.

We apologize for this customer's experience and appreciate the chance to respond. Our team has reached out to the customer and issued her a credit for the late fee. Our representative left her contact information should the customer have any further questions.

We apologize for this customer’s experience and appreciate the opportunity to look further in to this. Our records reflect that this order was placed on 9/28 and was shipped on 10/3 with a recycled tracking number.  This item was advertised when purchased as “This item does not qualify for...

free shipping”.  
 
When a recycled tracking number is issued, the customer is emailed their tracking number once our Fulfillment Center prints the label. When Mr. F[redacted] went to track his shipment he noticed shipping details for a past order (the purchase that the tracking number was previously used for). His tracking number will not update on ups.com until his order has been received at the UPS hub and scanned into their system. The miscommunication occurred between his package leaving our Fulfillment Center and before it was scanned into UPS. We ask to allow 24-48 hours after their order ships before tracking updates. This order was delivered 10/7/16 per his tracking number.

Thank you for the opportunity to look in to this matter and explain further. Our $75.00 fee charged when shopping in our stores is an average fee that we charge on ANY international shipment.  It’s the same fee, regardless of the carton size. The fee includes the service we provide to prepare and ship items for a customer. It is all inclusive for prepping, packing, processing and paperwork. It also includes the carrier charge. Duties and Taxes will need to be paid by the recipient prior to the carrier releasing the package.
 
When shopping on-line in Australia, customers are actually shopping on the BorderFree website (not the Nordstrom.com website).  We partner with BorderFree, as their website has some capabilities that we do not have on our Nordstrom website (calculating Duties & Taxes).  We utilize BorderFree for many countries. BorderFree does a lot more shipping internationally than Nordstrom, so they have better shipping rates from the freight carriers. The speed of the shipment they choose may also be a slower transit time than what we select.
 
The shipping programs in the stores differ from the online program which is why they are priced differently. Hopefully this addresses the customer’s concerns and helps her in the future.

We appreciate this customer bringing this matter to our attention, and we are sorry that this customer received less than our best service. After connecting with the customer for more details, our teams researched our system and the customer's account and were unable to find the return...

transaction. The store manager Brandy Ames has reached out to the customer to assist with processing her return to her card. The customer can reach Brandy at (818) 884-7900. We are sorry that this issue occurred and we truly apologize for any resulting inconvenience to the customer.

Hello,   We appreciate this customer bringing her concerns to our attention.  We forwarded the customer’s complaint to our Credit team, and they have completed their research into this matter.  Our Credit team will respond directly to the customer via letter with regard to the...

issues she raises in her complaint and provide the appropriate contact at Nordstrom Credit should the customer wish to discuss this issue further.    Sincerely,   Nordstrom, Inc.

Nordstrom reiterates that the price on this tag was not incorrect. We have nothing additional to add and standby our decision. 
 
Sincerely,
Nordstrom, Inc.

We appreciate this customer bringing this matter to our attention, and we are sorry that this customer received less than our best service. We reached out to the account holder and let him know that a refund would be processed back to his credit card for this order. We are sorry that this issue...

occurred and we truly apologize for any resulting inconvenience to the customer.