Nordstrom Inc

Complaint: [redacted]
I am rejecting this response because: Nordstrom has failed to address the legality of the situation. 
Sincerely,
[redacted]

Nordstrom appreciates the chance to respond to our customers and address service issues within our company. We have attempted to reach out to this customer via the phone number provided in this complaint and by email as we require additional information from her in order to investigate and move...

toward a resolution. We encourage this customer to reach out to Becky G[redacted] at [redacted] at her earliest convenience. 
 
Sincerely, Nordstrom, Inc.

We apologize for this customer's experience and appreciate the chance to respond. Our records indicate that 4 items from this order shipped with Ontrac. The carrier attempted to deliver the package on 2/12, 2/13 and 2/14. The carrier returned the package back to us on 2/15. We have refunded the...

customer for the four items in the amount of $205.39 back to her paypal account. Our teams have contacted the customer to provide this information to her as well. We apologize for any resulting inconvenience to the customer.

We appreciate this customer bringing this matter to our attention, and we are sorry for the inconvenience she's experience as a result of the production error which caused the customer to receive the incorrect item. We understand how this left the customer disappointed. With the information...

provided, we were able to get this matter escalated to the proper teams to have corrected. Earning our customer's trust is the most important thing we can do, so it is particularly disheartening when something like this happens. It is always our priority to correct any error, however we don't issue compensation in the form of credit or gift cards. We can confirm that we have fully refunded the customer's original form of payment for both orders #[redacted] and  #[redacted] which includes the shipping. We have advised the customer to keep the items shipped in error. Although we were unable to locate the item originally ordered, it looks like we did locate the item in a different color and had that shipped out to on 4/28 as a replacement. For the inconvenience, the customer has not been recharged for the reshipment. We truly appreciate the patience and understanding of the customer and we look forward to better serving her in the future.

We apologize for this customer's experience and appreciate the chance to respond. Our teams have connected with the customer to change her due date to the 12th of every month effective November 12th. We have also submitted a request to have her most recent late fee reimbursed. We are sorry for...

the frustrations caused by being unable to make a  payment with us and hope we can work with her in the future.

Complaint: [redacted]I am rejecting this response because:
Thank you.  I didn't see the response email in time. It was the Short Hills Mall store in New Jersey.  Sincerely,[redacted]

Revdex.com:
 
I have not gotten any email from Nordstrom, other than that on their online system.  As of yesterday they were reporting that there was nothing they could do to help me.   I do see that there is an $11.90 credit on my card though so although they are lying to you about contacting me, I am willing to accept their response.
 
Thank you for your help.  Obviously it's your name and assistance that got this matter resolved.  When I contact them directly they lie to me and do nothing.  I appreciate your assistance!!
 
[redacted]

Nordstrom appreciates the chance to address this customer’s concerns. We are pleased to have been able to accommodate this customer and offer a courtesy price match on her designer handbag.  To accommodate her request for a price match, we purchased the handbag from a competitor, but...

unfortunately that bag had the wrong color hardware.  We had the customer return the bag with the wrong color hardware, and incorrectly credited her for that return, and charged her, less the price match, for the bag with the correct hardware, rather than processing an even exchange.  At Nordstrom, it is never our intent to disappoint our customers. Despite our best efforts, errors do occur. We apologize sincerely for the confusion we caused in the way we processed her exchange, however we are unable to issue this customer a designer handbag for no charge, and we are sure that was not her intent.  This customer has spoken with our Operations Manager and we were pleased to be able to also offer this customer an additional 25% credit to cover her alleged duties and taxes. We again apologize for any inconvenience caused to this customer and hope we can earn back her trust should she chose to shop with us in the future. 
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]

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]

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]

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]

Hello,
 
We appreciate the opportunity to respond to this customer’s concerns.  It is clear that this customer received less than our best service.  We apologize for any frustration and inconvenience we caused as a result of this issue.
 
The original item the customer...

ordered was cancelled as it was no longer in stock.  The customer was advised that we did not expect to have her item back in stock at a future date.  We have no visibility into customer returns, however, so if a customer returned the item in question, it may have reappeared briefly on our website until it was sold again.  The terms and conditions of our website state that “merchandise availability on our Site is not guaranteed as we may be low in stock.”
 
The customer ordered the same item in a different color, which successfully shipped to her.  The product ships directly from the vendor, and, unfortunately, the customer is correct in that vendor provided us with an invalid tracking number.  Fortunately the item was successfully delivered to the customer on 6/8.  She has requested the correct tracking number, which is [redacted].  This will allow the customer to see where her package was prior to delivery.
 
While we understand we have failed this customer from a service standpoint, we are not able to honor her request for a discount as we feel that no amount of compensation can remedy a poor service experience.  We hope that we can earn back this customer’s trust should she wish to shop with us in the future.

Complaint: [redacted]
I am rejecting this response because:If Nordstrom had wished for the gift cards to be one per order, then a message should have been shown at checkout and they should not have been allowed to use together. Regardless, Nordstrom did not and does not have permission to charge $32.05 to my visa card. They only had permission to charge $2.05, as shown on my order confirmation attached. I have filed a dispute with my credit card company and filed complaints with the Washington State Attorney General (File 511466), The Federal Trade Commission (Complaint [redacted]), and here at the Revdex.com for their illegal consumer practices. I would have thought that a national company such as Nordstrom would have not only followed federal law, but would have valued customer satisfaction. It is truly a shame this is clearly not the case, but justice will prevail, either with a willing refund from Nordstrom or having the funds retrieved from them by my credit card, I will get my money back. 
Sincerely,
[redacted]

We apologize for this customer's experience and appreciate the chance to respond. Our teams have researched this order and found the two items that shipped with Ontrac were unfortunately lost in transit. We have reached out to the customer and issued a gift card in the amount of $54.88. The...

customer was sent the tracking number for her gift card via email. We are sorry that this customer received less than our best service, we hope we can better serve 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. Our team reached out to the customer, issued a credit on her account and assisted in placing her new order. Our team has refunded the full amount to her credit...

card. We apologize for the inconvenience and hope we can better serve her in the future.

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 his concerns. Nordstrom takes matters like this very seriously. Nordstrom does not tolerate...

discrimination of any kind. The Department Manager called the customer and apologized for his unsatisfactory experience. The Department Manager also assured the customer that the issues have been addressed within the store.  Again, we sincerely apologize that the customer received less than our best service and we hope that we can earn back his trust should he choose to shop with us in the future.
Sincerely,
Nordstrom, Inc.

Complaint: [redacted]I am rejecting this response because:
Nordstrom is doing nothing to address my complaints.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
First, Nordstom's did call, and I did called back yesterday, November 3rd and left a message at [redacted] and no one returned my call. I placed three orders with them on October 18th and 19th, which I am attaching my order history from their website, which states orders will ship in 4-7 days. When I didn't get a shipping confirmation on the 7th day, I contacted them. They told me I couldn't cancel my orders because their system wouldn't allow them too, yet it allowed them to credit me back as a one-time courtesy, one shipping charge of $8.22 (please see my bank statement on 10/24 for credit). If the orders didn't ship for 10 days which is when I received my tracking numbers how can they not let me cancel my orders. Not only did they lie, I have emails for the same order saying thanks for your return and here's your refund, which shows on my bank statement for $111.53, they said another email pertaining to the same order saying thanks for your cancellation and on the one marked refund/cancellation it says "FREE SHIPPING".
I cancelled order [redacted] first and the following day cancelled #[redacted]. They never cancelled the first order and shipped the item anyway on October 29th and charged me shipping fees that are non refundable. They had $45 in shipping charges along with $257 in merchandise fees for merchandise that wasn't available for over 10 days. This is if I get the orders on time. That is not a point of sale purchase as they claim their site to be. Point of sale purchase is a receipt of merchandise at the time of sale. I didn't pay for shipping charges at that point of sale. No where on there website does it say we take shipping charges and funds for your merchandise immediately. It is illegal not to post their shipping methods or how they handle payments. How can you charge me for something you have not done. Most merchants run your card to see if the funds are available put the money back in your account and at time of shipment charge your card or the funds are held in a pending status. They lie, I have every email saved, unfortunately I couldn't attach them all here. The sent me confirmation for orders took money out and held it. How do I know they weren't holding my money to purchase more merchandise?

We apologize for this customer's experience and appreciate the chance to respond. Linda Dean from our team reached out to the customer on July 10, 2017 and left a message to further discuss with her directly, but have not heard back. Our records reflect the customer was refunded for the portion...

of her September 9, 2016 purchase before the purchase cleared her bank. The customer's bank returned the original purchase amount due to insufficient funds. This, in addition to a fee, led to a balance with Nordstrom in the amount of $257.01. Hopefully the attached letter clarifies her concerns and questions.