Nordstrom Inc

Complaint: [redacted]I am rejecting this response because:
Nordstrom did not admit their incorrect delivery of the pink see-through bra; neither did they promise to ship the correct gift set to me.
I have their shipping slip and the bra with the item number on it. I advise Nordstrom trace back to their system again and perform inventory-count. If Nordstrom is still unable to identify their wrong delivery, then that means there must be a serious DEFICIENCY in their internal control and both their external auditor and internal auditor need to pay attention to it.Sincerely,[redacted]

It is clear that we have failed this customer from a customer service standpoint. Despite our best efforts, errors do occur. We are sorry the merchandise was no longer in stock and that the return of the gift card was delayed. Our team has reached out to apologize and assist the customer with...

purchasing something similar. Again, we apologize for his understandable frustrations and hope we can earn his trust should he choose to shop with us in the future.

Revdex.com:
I wanted to thank both Revdex.com and Nordstroms together for helping me try to resolve this issue, it is greatly appreciated and hope to fully resolve this issue with the information requested by Nordstroms.
I apologize I did not include it before as the store was not a listed option when prompted however the trouble I had was at the Nordstroms at Americana on Brand in Glendale, CA. 
Listed below is the best contact number for Nordstroms to reach me. 
[redacted] - [redacted]
email: [redacted]
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,   Nordstrom appreciates 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 the return.  We have corrected this issue and we have refunded...

her Mastercard in the amount of $75.32.  Please note that it may take several days for her bank to process the credit, depending on their specific policies.  We left a voicemail for the customer to let her know this as well.  We are truly sorry for the inconvenience and we hope we have the opportunity to serve her better in the future.   Sincerely,   Nordstrom, Inc.

Hello,
Nordstrom is very sorry for the inconvenience Ms. [redacted] experienced with regard to his return.  When researching Mr. [redacted]’s request for a refund, UPS advised us that the package associated with the tracking number Mr. [redacted] provided was never delivered to Nordstrom. Our research team...

reached out to Mr. [redacted] for proof of purchase information or other information that would help us track down this item, but we did not receive a response.
As a customer service we sent Mr. [redacted] a gift card, which was delivered yesterday, for the amount of the item he claims was in his return package.  We were not able to reach Mr. [redacted] at the telephone number provided to advise him of our decision, so we emailed him to let him know.
Respectfully,
Nordstrom, Inc.

We are sorry that this issue occurred and we apologize for any resulting inconvenience to the customer. The Adidas NMD - R1 Running Shoes were showing to be on a slight backorder with the vendor. There was a high demand and we were unable to fulfill all of the orders. We have reached out to the customer to see if we can assist with finding a similar style she might be interested in that is available. Unfortunately, we do not have the ability to have a customer on a waitlist to have the opportunity to purchase the next version or release of a shoe. Per the Terms and Conditions of our website, merchandise availability on our Site is not guaranteed as it may be low in stock. If merchandise is not available by the time your order processes, we will notify you of this via email. You can always verify availability by calling Customer Service at 1.888.282.6060 or by joining us in Chat. You will receive a shipping confirmation email once your items have shipped. We truly regret that the customer had an unsatisfactory experience shopping with us.

Complaint: [redacted]I am rejecting this response because: while it does not help resolve my original concern, neither Store or Nordstroms reached out to me during this 'investigation' they concluded on their own without contacting me for any additional information to help resolve this issue. Sincerely,[redacted]

We are sorry that this issue occurred and we truly apologize for any resulting inconvenience. Unfortunately, there was an error with our system which caused the customer to receive the wrong merchandise. We have worked to correct the issue and hope consumers will be satisfied with us going forward....

We are unable to compensate the customer for mileage. In order to remedy this error, our team offered to have the incorrect pair of shoes sent back to Nordstrom free of charge. However, the customer chose to take them back to the store. We fully refunded this customer for the two pairs of shoes that have been returned. In addition, we confirmed the third replacement order was correct, and got them to her as quickly as possible. Our tracking shows they were delivered on March 7, 2017. A merchandise discount is not something we are able to offer, 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.

We truly regret that the customer had an unsatisfactory experience while shopping with us. However, we have thoroughly investigated this matter. Our investigation has established inconsistencies regarding the customer’s version of events. The gift card in question was in the customer's possession,...

not in the care, custody or control of Nordstrom. Our employees did not make the customer any promises over the phone. We always do our best to take care of our customers and deal with them in a fair, reasonable, and professional manner. Our staff treated this customer with kindness and willingness to work with authorities.  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 another gift card that was allegedly lost or stolen while in her custody.

Complaint: [redacted]
I am rejecting this response because: this is the exact type run around ive gotten from this company since they made this huge error.  I in fact did answer their calls spoke with a woman (I think Cathy) on 2/27/17 who called to advise that she was asked to call my bank & needed me on the line to do so.  I agreed to do this call at this however she informed me that she was unclear as to who to even call and not sure what to do as John left basic instructions to call me.  She stated she assumed I would know who to talk to.  As I explained to this person (who called me -Cathy)  that John called on Friday evening while I was at dinner--I was unable to talk (at a noisy restaurant) however John had informed me that he had been speaking to someone at my bank & they simply needed me to be on the line.  As I explained to this person (Cathy) I assumed they knew who to call. This person became frustrated and rude and just said she would allow John to handle it.  The call ended. Nordstroms made these errors; Since this I have been riddled with just terrible treatment and outright untruths by this company.  I am appalled this is allowed to continue.  I will like to move to mediation as I do not see a resolution to this matter. This rep John as purposely called at times when I would not be available.  As previously mentioned  he called on a Friday evening @ about 5pm.   I called advised I was in a very noisy place with family eating dinner.  I advised would be out of the country for 2 days--he still called.  He called to simply say he made attempts.  I've shopped at Nordtroms for 20 plus years and never ever encountered such a thing.   I will also take this to my local media and send a letter to corporate about this customer service experience.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. Yes I appreciate Beckys help and I have received my boots ,but I have not received my refund for the first order that was cancelled,after I get my refund as it's been 6 business days it's not in my account,than I will close the complaint.Sincerely, [redacted]

June 8, 2016
To Whom It May concern:
On June 7, 2016 I received a phone call from a woman named Nicole at Nordstrom.  She gave me my new account number (which Nordstrom Customer Service had refused to do, thereby causing me to file the complaint referenced above).
Your assistance in this matter is greatly appreciated.

Complaint: [redacted]I am rejecting this response because:
"Nordstrom has been unable to fulfill any of the gifts with purchase since 10/28/2015."
- I placed this order on 10/23/2015, which is five days earlier than 10/28/2015. In that case, I should receive the gift with purchase.
 
"Our records indicate this customer was sent a backorder notification on 10/28/2015 to [redacted]. "
-When I received the backorder email, I thought it was for all the items I purchased which included the gift with purchase.
 
"This customer was also sent a cancellation e-mail on 11/02/2015 to [redacted]."
-In the attached txt file, it was the online chatting transcript with Nordstrom. "The gift with purchase cancelled off of your order the same day you placed the order on the 23rd and we sent you an e-mail letting you know." The customer service told me you have already sent me an email to notify me that the gift with purchase was cancelled. But in fact you only sent me the email on 11/02/2015 which is the day I did the online chatting and I already received my package!!! In that case, the online customer service is lying to me, right? Just like I said before, if you can notify me earlier, I can purchase it from other websites. But you sent me the email said "backorder" and never sent me the cancellation email. Also, the online customer service told me you had sent me the cancellation email which is not. That's so wrong!
 
Based on these, I do not accept the response.
Sincerely,[redacted]

We apologize again for this customer's experience. We were able to connect with Ms. [redacted] and resolve the issue with her directly. Our records indicate that this refund has been processed and should appear on her statement within 3-5 business days. We appreciate the chance to respond and hope we can better serve her in the future should she choose to shop with us. 
Best Regards, 
Nordstrom, Inc.

Complaint: [redacted]I am rejecting this response because: I have confirmation that many received the price and your response is untrue! Honor the price or I will pursue in court plus legal fees.

Complaint: [redacted]I am rejecting this response because:I don't feel as if the my complaint has been honestly addressed.
I have asked at each level, if this is Nordstroms policy. I'm sure that the cameras in the store showed the young lady removing the watch from the case for me to examine.  Also her writing in the price. We all agree that the price on the watch was incorrect. I have consulted with several retail associates and a retired Nordstrom manager, they all agree that it is normal for an item that is ticketed with the wrong price to be sold for the price on the item. I'm also sure that everyone is aware that I'm a middle aged African American woman.  I  do wonder if this same situation occurred with one of my Caucasian sisters, would the results be the same. I still have no response as to what Nordstroms policy is concerning items ticketed correctly. Just so you know,  I was not trying to get something for nothing,  and I'm well  aware of the cost of a Michael Jordan watch. For customers retention most retailers (even the grocery store) have a policy that in pricing error the benefit is to the customer.  Maybe customer retention is not a priority for Nordstroms. 
 
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:it took nordstroms over a week to complete refund.  I had to call multiple times every day to get order canceled to get refund.  Every time I called I got different answer and different response.  I don't think just refunding me after 7 days is an acceptable response. Especially after lol the problems it's caused.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Continuing to make excuses. So the default weight as you say is not indicative of the package. Really as a business owner who does business with UPS, the weight is very indicative of the package. Not only does it dictate how much I will get charged to ship items, but it can at times be indicative of what items were included in the package based on the weight.Find it funny that this information Nordstrom is providing to me now, is not what UPS Customer Service Specialist advised when I called. As a matter of fact, if I  take a look at all the other shipments/orders I placed with Nordstrom, and were sent to me via UPS, they all have the UPS weight, and funny enough it's not a "default weight" as they are indicating at the moment. Convenient for them now though to indicate there is a default weight on their shipments.I understand you are washing your hands of making any mistakes in this situation. The facts the items sat in your warehouse, without anyone following up with me for months. The facts your representatives never researched my account to confirm order #'s. The fact you returned the items to my address, in which it was missing a VERY important part of my address, the Unit Number. As again [redacted] is a big complex with over 200 condominiums. The fact you researched the tracking number with your fulfillment and indicate it's the only tracking number noted, but the weight doesn't match. It's all very interesting. Again, I  understand that overturning your decision this far down the line, would just be admitting wrongful doing on Nordstroms behalf. I still don't accept your "answer" as that is not the information obtained when I called UPS. If you really wanted to assist, Nordstrom would open up a tracer on my package. Surely, more information could be obtained for example What unit signed for the package, because again I LIVE ALONE, I was not HOME on the day of Delivery. UPS can confirm that as I talked to the representative that same morning asking my package be re-routed to their main HUB in [redacted] as I work down the street from them. But again, I understand this is too much trouble for Nordstroms....I apologize for being so persistent, but I'm not wrong in expecting this to be resolved in some other way, than the current go pound sand. And I will not go away until Nordstrom does fix the situation!!    
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.
However, after I filed the complaint I received the attached letter saying you found I already have a Nordstrom account and my application for a new card was withdrawn. I also received a new Nordstrom Credit Card by mail that same day... which is contradictory
I dont have any Nordstrom account that I am aware of, so this must be a misunderstanding. Could you please confirm the credit card I received is valid and I will be able to take advantage of the promotion I was promised?

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]