Nordstrom Inc

Thank you for the opportunity to look in to this. Our records show the items in question have all been shipped back to the customer, delivered and received. 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.
Our tracking information confirms that the Vince Camuto boots were delivered on 7/15/16, the Stuart Weitzman heels were delivered on 7/27/16  and the three pairs of pants were delivered on 6/24/16 and 7/19/16.
We understand that this is not what the customer wishes to hear, however, we stand by our decision and are unable to accommodate this customer's request for a refund or a gift card.

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]

Hello,Nordstrom understands that this is not what the customer wishes to hear, however we stand by our previous response.  If Ms. [redacted] received an incorrect item in her order and does not wish to keep it, the item can be returned to Nordstrom for a credit.  Sincerely,Nordstrom, Inc.

We apologize for this customer's experience and appreciate the chance to respond to this service issue. It is never our intent to disappoint our customers, but errors do occur. We are pleased that we were able to reach out to this customer directly to resolve his concerns. We again apologize he...

received less than our best service and hope we can better serve him in the future. 
Best Regards, Nordstrom, Inc.

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.

Hello,   We appreciate this employee bringing her concerns to our attention.  We have reached out directly to the employee and will work with the employee to resolve her concerns.   Sincerely,   Nordstrom, Inc.

We apologize for the customer's experience and appreciate the chance to respond. Our teams have contacted the customer and left a voicemail advising we are refunding the full amount on to a gift card which will be sent to the address used for billing/shipping on the order. If there is anything else...

we can do, please let us know.

We truly regret that the customer had an unsatisfactory experience while shopping with us. We are thoroughly looking in to this situation, and as new information comes to light, we find we need to connect with other areas of the company to learn more. We apologize for the delay and thank the...

customer for giving us a chance to work with her.

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. Although I will be closing my credit card and will not shop with them again, I ordered the product from another company and am happy to have this behind me.

We truly regret that the customer had an unsatisfactory experience while shopping with us. Our Store Manager was looped in to the situation on December 15, 2016 and ensured the refund was processed to his account. The Store Manager also reached out to this customer to apologize for the...

mistake. We are sorry that this issue occurred and we apologize for any resulting inconvenience to the customer. We invite the customer to reach out to the Store Manager directly with any further concerns.

Complaint: [redacted]
I am rejecting this response because: The store manager gave me a call. And I expressed there is nowhere in store and online indicate cosmetics products cannot be returned. The manager did not deny it and just say she has nothing to do with it. And what she can do is to make an exception. And she ask me to go to the particular store and time where and when she work to return it after she check the product. This is ridiculous, she makes it sound like it was all my problem and they do not have any fault. The store has announcement that customers can make return within 90 days, and now you tell me cosmetics are exclusive. If so, why not put it on receipt, or put a notice in store, or ask cashier to remind customers when they make the purchase. Is it very hard? I will not accommodate the manger's time slot just for a $10 product. I am very disappointed with nordtrom rack.
Sincerely,
[redacted]

Re: Revdex.com Complaint No. [redacted]
Nordstrom is very sorry for the inconvenience to the customer as a result of this incident and appreciates the opportunity to respond to her concerns. We worked directly with the customer to bring the balance to $0.00 on her debit card and are working with her...

regarding her request to reopen her card. We appreciate the customer’s patience and believe this matter has been resolved to her satisfaction.
Sincerely,
Nordstrom, Inc.

Complaint: [redacted]I am rejecting this response because: My complaint is that I was advised something by not one but two  of their employees and the retailer refused to honor it, this has nothing to do with their policy this complaint is about failing to provide customer service and honoring what a customer was told by their associates. Let's agree that the two individuals are representations of the company. The rudeness experienced by the supervisor and him admitting that he listened to the recording and confirming yes the employee  advised me one thing but they still would not be honoring that is ridicules. Note: My order was cancelled but every time I look on the website since the cancellation my size is available, as a customer it makes me wonder if it was cancelled because of the drastic adjusted amount or it not being in stock as stated? The item is currently in stock on their website. Nordstrom has the capibilty to call the store and have the item pulled and shipped from that location, and they didn't provide that customer service to me which they do for some of their customers to get the item to me. Did the person who sent you the reply call to say we have the item available in your size on our website and offer to ship it to me? No. So you see why I as a customer thinks it's nothing to do with size it's more that I would be paying almost $100 less than what Nordstrom currently has it priced for. Sincerely,[redacted]

We appreciate this customer bringing this matter to our attention.  Our team reached out and spoke with this customer. We offered for the customer to send the item back so we could refund the last selling price of the item, or if he preferred, he could take it to a local Nordstrom store to get...

the buttons repaired and we could reimburse him. The customer opted to deal with the vendor on this issue. We provided feedback to our buying team regarding the vendor's delay in response. We are sorry this issue occurred and we truly apologize for any resulting inconvenience to the customer.

Nordstrom again sincerely apologizes that the popularity of this promotion meant our inventory of the gift with purchase moved very quickly. Unfortunately, gift with purchase promotions are while supplies last. We apologize that we could not notify this customer that the promotion supplies were out sooner than we did. We are always looking for ways to improve our service and apologize that we disappointed this customer in this instance. A member of our service team reached out to this customer to offer a solution, but the customer has refused our offer stating she already purchased the product from another retailer. We hope we can earn back this customer's trust in the future should she choose to shop with us. 
Best Regards, 
Nordstrom, Inc.

Hello,
We appreciate the opportunity to respond to this customer’s concerns.  On May 24th the customer contacted us with regard to her concerns about her order.   We offered to arrange for a free return so that the customer could return the merchandise that she was unhappy with....

The customer decided at that time to keep the item and declined our return offer.
Given the information the customer provided, we suspect that she may have received an incorrect item in her order.  Despite our best efforts, errors do occur.  Without access to the item in question, however, it is difficult for us to investigate and address the customer’s specific concerns.  Should the customer wish to return her item, she may contact us and we would be happy to arrange for a free return.
As a gesture of our goodwill, and because the customer opted to keep the merchandise, we did already give the customer a 10% discount on her item and refunded her shipping costs in the amount of $7.95. We apologize for this customer’s experience and we hope we can earn back her trust should she choose to shop with us in the future.
Sincerely,
Nordstrom, Inc.

We apologize for this customer's experience and appreciate the opportunity to look further in to this. In order to direct this complaint to the right person, and appropriately respond, we ask that the customer please provide the store location where this issue transpired. Thank you.

Hello,   We appreciate this customer bringing this matter to our attention.  We apologize that this customer has received less than our best service while attempting to address the issue she had with her order and gift card.  We have issued a gift card to the customer and sent...

it to her correct address.  We followed up with the customer via voicemail and email to let her know the gift card had been shipped. Tracking information indicates that the order was delivered on 2/10/18.  We are truly sorry for the inconvenience and we hope we have the opportunity to serve her better in the future.   Sincerely,   Nordstrom, Inc.

Thank you for the opportunity to look in to this matter and respond. Due to ongoing issues and inconsistencies with the customer’s orders, our team has asked him to no longer shop with Nordstrom. The customer was contacted to discuss this and did not return our phone call. If the customer has...

any additional questions, he is welcome to reach out to our customer service team at: 1.888.282.6060. We are unable to compensate him further.

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.
Just want to add a quick side note: I've talked to numerous people (via email and phone) and not one of them was willing to assist. My issue only got addressed because I went to Revdex.com and a Nordstrom Rack representative (Amy) called me. She said she heard the recording and found it necessary to issue me a refund since the representative was unclear on the procedures and processes for my request. I would just like to say that my situation would not have been resolved had it not been for Revdex.com. Customer service at Nordstrom Rack (online) is terrible and it's such a shame because I shop at Nordstrom Rack stores ALL THE TIME. I've never had an issue with Nordstrom itself or Nordstrom Rack stores so I'm not sure why Nordstrom Rack online would allow such terrible service since it's backed up by such a large company like Nordstrom. Anyway, long story short, I am hoping that the representative gets some training and that Nordstrom Rack online is a little more lenient with simple requests that will cost them less to approve, especially if it's a one-time courtesy. I don't think I will shop online anymore as it's not worth to go through such hassles. I will only purchase in store as they carry higher standards to give the best customer service.  Thank you Revdex.com! I appreciate you helping me with my concern and making sure my voice is heard! Otherwise, this would've never gotten resolved. I really did try to deal with the company first and was unsuccessful. 
Sincerely,
[redacted]