Nordstrom Inc

We are sorry this issue occurred and we truly apologize for any resulting inconvenience. After 12am on July 18, 2017 the customer will no longer receive any promotional emails from Nordstrom or Nordstrom Rack.

Revdex.com
PO Box 1000
DuPont, WA 98327
Re: Revdex.com Complaint No. [redacted]
We apologize for this customer’s experience. Our investigation shows that Mr. [redacted] called and spoke with a Customer Service Specialist on April 2, 2016, and stated that he needed help with a gift card his...

sister sent him by email. The Customer Service Specialist offered to connect him with a Nordstrom Rack Supervisor, however, the customer said he did not want any more help and did not want to wait on the phone any longer. Our records indicate that the $50.00 e-gift card was purchased by [redacted] on March 12, 2016 and spent on April 2, 2016 on an order totaling $101.62 that was shipped to [redacted]  [redacted], the same address [redacted] provided in his Revdex.com Complaint. After reviewing the documentation, we are unfortunately unable to accommodate this customer’s request to issue a refund for the gift card as our records show that the gift card was redeemed in full. We appreciate the opportunity to respond and hope we can better serve him in the future.
Sincerely, 
Nordstrom, Inc.

Hello,
 
We apologize for this customer's experience and are so sorry for any inconvenience or frustration this may have caused. When we authorize for the full amount of the order the bank reflects a pending transaction.  Once the order ships we charge the customer and collect...

the funds.  The release of the pending transaction is not always immediate and per the terms and conditions outlined in the Nordstrom Credit Card Agreement, can take up to 21 days, though we make every effort to expedite the release of the funds.  We encourage this customer to review the Agreement for more detail.
 
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. It is our understanding that the customer has already connected with the store manager and our company executives regarding this matter. The shipping charge...

for this order was predetermined based on the location and shipping company. Nordstrom is unable to adjust the charge as we are in compliance with the laws. We understand this is not the result the customer wishes to hear, but we stand by our decision and feel that no amount of compensation can remedy this customer’s unsatisfactory experience.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
I am going to close the case ..because Nordstrom's returns dept. is USELESS!! dealing with them is a waste of time. I have shared my experience with the Revdex.com who tried very hard to resolve this and Consumer Affairs. With this kind of service and attitude is won't be long until you have no customers at all the only thing you have going is the Rack and Haute look which is really just JUNK!!

Complaint: [redacted]I am rejecting this response because:There is not a clear explanation of availability of merchandise and the website does not reflect that information. Had I seen that in an area visible to the order I would most likely went to the store to purchase the product. Also, I called customer service and was promised that my order was going to be sent. The gesture of goodwill that they claimed they sent me was nothing more than a gift card that only covered half my order. I'm also rejecting the response because the attitude I'm receiving from this company is there is no responsibility on their part pertaining to upholding orders and satisfying consumer demand. It seems more important to promise something and refund your money. The final point of my rejection is the company telling me they were going to send a gift card covering the cost of the product in the mail to the person I originally intended to receive the gift. They told me they would and did not do it. All I'm asking is for them to backup the reputation of the company. If they can't do that through customer service then maybe they should not be in business. Correct your mistakes and do good business. 
Sincerely,[redacted]

We apologize for this customer's experience and appreciate the change to respond. Our records reflect that the correct item was sent to this customer for the correct price. The item had changed since it was pictured and the vendor did not notify us that the bag no longer had the tag on the...

front. We price matched the item originally listed for $448.00, it was sold to the customer for $299.97.  Per our posted Terms and Conditions, Nordstrom endeavors to provide accurate information, it does not warrant or make any representations regarding the accuracy or reliability of information on the website. The customer is welcome to return the bag for a full refund, but we are unable to provide any further discount on the item. This information has been communicated to Ms. [redacted]. We are sorry that this issue occurred and we hope we can earn back her trust should she choose to shop with us in the future.

We apologize for this customer’s experience. After investigation, it appears our employee returned the shoes in question and our store manager reached out to further discuss this matter with the customer on 4/17 and 4/20. While we appreciate the customer alerting us of his concern, we legally...

cannot share employment details. That being said, it’s clear we simply did not provide the level of service that the customer should have received and we’ve addressed that with our employees to ensure a better shopping experience in the future. The customer is welcome to reach out to the store manager to further discuss.

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, [redacted]

Re Complaint No. [redacted]
 
At Nordstrom, it is never our intent to disappoint our customers.  Despite our best efforts, however, errors do occur. We sincerely apologize for this customer’s inconvenience and the fact that the customer received less than our best service. We contacted the...

customer and re-loaded $86.10 back to the customer’s gift card. Nordstrom appreciates the opportunity to address the customer’s concerns and believes this matter has been resolved to the customer’s satisfaction. We hope we can earn back the customer’s trust should the customer choose to shop with us in the future.

We apologize for this customer's experience and appreciate the chance to respond. The last return credit that Ms. [redacted] is asking for us to return to her in the form of a gift card. Our representatives declined to refund the courtesy compensation credit back to a gift card. The return has to go...

back to its original form of payment ( compensation credit).
 
We do have published in our FAQ under returns:
 
“If all items are returned or canceled, you will receive the refund in the exact form the items were purchased. If the order is partially returned or canceled, your funds will first go to the credit or debit card used.”
 
We understand that this is not what the customer wishes to hear, however, we stand by our decision, as we are unable to accommodate this customer’s request for a refund or gift card.

We apologize for this customer's difficult experience with our representatives. We work hard to be competitive on our pricing and appreciate the chance to respond. When we spoke with this customer regarding her canceled shoes on the order, we advised we were unable to find her size...

available. Our records show we have communicated our price matching policy to this customer in the past, and we are sorry to hear there is still confusion. To clarify, our approach is to honor a price match if we have the same item and size. Our policy is documented on our website as follows:
 
Competitor Price Matching 
We are committed to offering you the best possible prices. If you find an item that we offer, in the same color and size, in stock at a similar retailer, we'll be glad to meet a competitor's price. Please call 1.888.282.6060 to place your order.
 
We are unable to match prices from auction, outlet and discount stores, non-U.S.-based stores and websites. Other retailers' discount promotions, shipping offers and gift card offers are also not eligible.

We appreciate the chance to respond to our customer issues and address concerns within our company. We have spoken to Ms. [redacted] and provided her with the necessary information she needs to work with her bank to document that the funds have been received. Since the funds are with her financial...

institution we will not be able to issue additional credits. Should she need additional resources we are happy to provide any additional information needed to help her resolve this with her bank. We apologize for any inconvenience she has experienced. 
Sincerely, 
Nordstrom, Inc.

We stand by our original position on this matter. We have researched this situation and responded to all requests for detailed information. Unfortunately, we are unable to assist further. We are sorry that is not what the customer wants to hear, but we wish her the best of luck.

Hello,Our credit department has looked into our customer's complaint and determined that she had cancelled the replacement order, due to the item being on back order. A gift card was mistakenly issued to our customer, rather than the original purchaser, as a refund. On 2/3/2018, Ms....

[redacted] called Nordstrom customer service and requested that the refund go to the original gift-giver and not by gift card to her. On 2/4/2018, Nordstrom transferred the funds from the gift card to the card used for the order (Nordstrom card ending in [redacted]) in the amount of $162.10.As of this date, it does not appear that this customer (Nina Hickland) has placed a new replacement order.We sincerely apologize for any inconvenience to our customer(s) in this situation and look forward to another opportunity to better serve them both in the near future! Regards,Nordstrom, Inc.

Complaint: [redacted]I am rejecting this response because: The store did not offer to call the credit department. The store only offered to return everything and try to rerun this charged. That same day I called Nordstorm customer service and was told the same thing. My issue was not that the money did not immediately return but that I wad not informed of this by the staff who I told before compelting the return that I was exchange some items. They never mentioned that would be best or eaiser to do an exchange rather than a a return anf repurchase.  People who work in nordstrom departments within their stores are not their employees ? The assocaite did not briefly grabbed my arm. She followed me around as I constantly said no I did not wsnt help and as I tried to leave the employee grabbed my arm to stop me. I don't know what they consider gentle but I certainly didnt consider her "tocuh" gentle or brief. If I am leaving their is no reason nor is there ever a reason for a store employee to tocuh a customer. The fact that any company can excuse that action is digusting 
 
 
 
Sincerely,[redacted]

Nordstrom apologizes for any inconvenience this has caused. It is never our intention to disappoint our customers and we are so sorry for this experience. We have tried to reach out to this customer directly via phone and email, but have not heard back. At this time, we have credited this customer's...

retail account for the two return fees. If she has additional questions, we entourage her to reach out directly. We again apologize and hope we can do better in the future. 
 
Best Regards, 
Nordstrom, Inc.

Complaint: [redacted]
I am rejecting this response because: They still owe me about $500 by my records and the supervisor handling is now on vacation until 9/21. They have not credited all the credits yet. I have placed another call and am awaiting call back. 
Sincerely,
[redacted]

We appreciate the chance to address customer concerns within our stores. Nordstrom makes all return decisions on a case by case basis and always tries to do what is fair and reasonable. The store manager of this location has attempted to reach out to this customer directly to discuss the situation. After a thorough investigation involving the store manager and cosmetics assistant department manager, we have determined we disagree with the customer's version of events and standby the store’s decision to deny this customer’s return.Respectfully, Nordstrom, Inc.

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, [redacted]