Nordstrom Inc

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 appreciate this customer bringing this issue to our attention. In order to look in to this further, we ask that the customer provide the location of the return and the transaction number on her receipt. If this return was mailed to our customer service department, please advise so we can forward...

this to the appropriate team for response and resolution. Thanks so much.

We apologize for this customer's experience and appreciate the chance to respond. The customer had contacted us multiple times regarding the fee removal, per policy we can remove 2 late fees in a 12 month period. Upon receipt of this complaint, our teams have reached out to speak to the customer...

about the concerns, to date, we have not heard back. Upon investigation, our records reflect this address was updated on 3/22/2017. In addition, we removed two $37.00 late fees for May 2017 and August 2017. When we spoke to him in June 2017 he had met the maximum removal amount.  Since months have passed, he qualified to have the fees removed so we were able to take care of his request.  We appreciate the opportunity to assist this customer.

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.

We apologize for this customer's experience and appreciate the chance to respond. We understand the customer has connected with our team at the store who is working directly with the Police Department per our policies. 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 and the local Police Department. Again, our Loss Prevention team has connected with the customer and the Police Department to assist in the investigation and provided the applicable information. We are truly sorry for any resulting inconvenience to the customer.

Complaint: [redacted]
I am rejecting this response because:poor quality,only to discard.
Sincerely,
[redacted]

Nordstrom appreciates the chance to respond to this customer but needs more information in order to investigate this complaint. We request the customer provide the location that these events occurred. We look forward to hearing back from the customer with additional information. 
Best...

Regards, 
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. Nordstrom did in fact contact me and apologized for the incident.  They did quickly address my concern.  
Thanks.
Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:To whom it may concern: I'm Emailing you to inform the Revdex.com that I AM NOT 100% satisfied with the response I received from Nordstrom. They offered to refund my credit card for my January statement at approximately 50% of the cash value I was told from the store clerk I would receive.And as of today I haven't got my January statement from them yet.

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]

We apologize for this customer’s experience. Nordstrom makes all decisions on a case by case basis and always tries to do what is fair and reasonable.  After thoroughly investigating this matter we are, unfortunately, not able to accommodate this customer’s request to issue a refund or exchange...

as the customer was unable to provide proof of purchase for the 4 handbags. We apologize that this customer felt interrogated as it is never our intent to make our customers feel uncomfortable. This issue was reviewed by both our in-store and online management and was escalated to our Full Line Store President who spoke directly with this customer. We understand this is not what the customer wishes to hear, but we stand by our decision. Sincerely, Nordstrom, Inc.

We apologize for this customer's experience and appreciate the chance to respond. These situations are handled out of our corporate offices. As such, we have forwarded to the appropriate department who will reach out to the customer for more information. We are sorry this issue occurred and we truly...

apologize for any resulting inconvenience to the customer.

We are sorry for the miscommunication regarding the alterations, delivery and pick-up of this customer’s altered suit. Our records show that the suit was to be completed on 6/24/17 and then shipped from our store once completed.  Our team spoke with this customer on July 2, 2017 after being...

notified of the miscommunication and requested the customer confirm the address to ship the suit overnight. The customer indicated he would come in to the store and pick up the suit that same day. We have not seen him, but we still have the suit at the store if he would like to pick it up, or, in the alternative, we can ship it to him overnight at whichever address the customer chooses. The suit is located in the men’s sportswear department. The customer is welcome to request a department manager if he is more comfortable upon pick-up, or, he may also ask for Diane as she is aware of this situation and happy to help. We are sorry for the frustrations this has caused the customer.

As I explained in two separate chat sessions to Nordstrom employees, these were returned to the warehouse via the return form on their website for returns without order numbers.  These items came from multiple orders and some were gifts.  I've already put enough time into this and I would like to know why I was only refunded $375 instead of $708.

We truly regret that the customer had an unsatisfactory experience while shopping with us. The customer placed this order #[redacted] on October 1, 2016. On September 11, 2017, the customer contacted us requesting to return the item. We were unable to accept the return due to be purchased 11 months...

prior. Our return policy is within 90 days of the original ship date by mail or to a Nordstrom Rack store. Returns received after the 90-day period are accepted on a case by case basis. Due to this item being worn and so far outside the 90 day return window, we are unable to approve the return. We understand that this is not what the customer wishes to hear, however, we stand by our decision.

Our records indicate both orders referred to by this customer were shipped/billed to customers different than the individual filing this complaint. The total amount in question for the two orders referred to does not equal the amount this customer sites.
Order [redacted] had 3/5 items returned...

after being delivered, total order was $163.28.
Order [redacted] totaled $332.64 our records show this package successfully delivered and signed for with shipping weight matching the items ordered. This address has also reported numerous packages not received. We are happy to work with the correct customer if a police report has been filed with local law enforcement regarding the missing merchandise.
Due to the several inconsistencies in this complaint we regret that we will not be issuing a credit for either order.Best Regards, Nordstrom, Inc.

We apologize for this customer's experience and appreciate the chance to respond. We are sorry this customer received less than our best service. We further investigated this order and found that the shipping label had fallen off the package during handling and the merchandise was returned to...

Nordstrom. Our teams sent the package back out to the customer and it was delivered June 12, 2017 by UPS tracking number [redacted]. We truly regret this customer had an unsatisfactory experience shopping with us.

Complaint: [redacted]I am rejecting this response because:it is apparent that Nordstrom does not really care about my business. Someone from Nordstrom should have genuinely apologized to me and offered some assurance that I would not experience that same treatment should I choose to shop at Nordstrom again, which after their less than adequate response, I will not.Sincerely,[redacted]

As we stated in our prior responses, Tracie H[redacted] in our corporate office has reached out to Ms. [redacted] in an attempt to assist her with resolution of this matter. To date, we have not heard back from the customer. Nordstrom cares about their customers and wishes them only positive experiences with us. Based on the documentation provided by Ms. [redacted] to date, we are willing to offer her $3,500 in reimbursement. It is our understanding Ms. [redacted] has $1,300 in documented out of pocket expenses and this offer should compensate her accordingly.
We ask that the customer please sign and date the attached form to accept our offer. Once we have the signed form returned we can issue her payment. Thank you.