Nordstrom Inc

We appreciate this customer bringing this matter to our attentionIn order to look in to this issue and forward it to the right team, we ask the customer to please let us know the order number in question or the name of the store he is having issues withThank you

This customer's version of events depicted in this complaint differ greatly from our recordsIn the complaint this customer alleges she returned the items in July 2015, yet in multiple chat records the customer claims to have returned the items on various dates ranging from 2013-We have no
record of these items being returned to our fulfillment center and the customer has not provided any proof or tracking number. Due to the conflicting information provided, the amount of time that has passed (years) since this customer claims to have returned these items, and her history claiming lost returns, we are unable to honor her request for a creditRespectfully, Nordstrom, Inc

Complaint: ***I am rejecting this response because:
The refund is the first step to a resolution in this caseEven though, the $was not refundedIt still hangs as a credit on the accountPlease read the "desired outcome" portion of the complaintThe refund could have occurred five months ago as it should haveIt literally took a day to refund us because we submitted a complaint to a Revdex.com However, the five months of waiting, wasting hours on the phone trying to get our money back and the embarrassment that my wife experienced in the store is not something that can be simply corrected by the action that should have occurred in the first placeYour company should at the very least compensate us for five months of wasted time, frustration and the embarrassment at the storePerhaps, an additional $gift card may be provided for my wife or something that would compensate for your company's and affiliates' lack of action and support for the duration of this problem

Nordstrom appreciates the chance to respond to this compliantIn addition to responding to the
Revdex.com, this customer has also been sent a letter with additional details from our account manager, *** ***. We have thoroughly reviewed this cardholder's account and our records reflect no duplicate transactions.When an online order is place, an initial authorization occurs for the full amountThis amount is deducted from the amount of credit available for the customer to make purchases and does show up as a transaction on nordstromcard.comHowever, no transaction is actually posted to the account until the order is completely filled. As we fulfill the order, we don't bill until each item is shippedTherefore, we process an authorization for the amount of each shipment if your order contains multiple shipment, and these amounts are deducted from the initial authorization for the full amountThis continues until the order is completely fulfilledIn the meantime, the initial authorization remains on the account until all items have been sent and it may appear like a duplicate charge if you are closely following the activity onlineOnce the order is completely fulfilled, these separate, multiple authorizations are reconciled and the transactions are posted correctly to your account.
We realize this is a complex process and sincerely apologize for any frustration you may have experienced from it. Please do not hesitate to reach out to us at 800-964-if you have any additional questions.
Best Regards,
Nordstrom, Inc

We sincerely apologize for this customer's experience and are so sorry for any inconvenience or frustration this may have causedUnfortunately, authorizations are governed by the customer’s bank and are different for every bankWhen we authorize for the full amount of the order but then
ship separate packages and charge separately, some banks see those as separate transactions. When we are made aware of situations such as this we work quickly to do what we can on our end to assist and have requested this customer's bank remove the initial authorizationThe release of the funds is at the customer's bank's discretion. Sincerely, Nordstrom, Inc

We are sorry that this issue occurred and we truly apologize for any resulting inconvenienceUnfortunately, due to temporary inventory issues, some items have recently experienced shipping delaysWe have worked quickly to correct this issue and hope consumers will be satisfied with us going
forwardOur records show that Mr*** order was expedited and delivered on Monday, January 16, Again, we apologize for this customer’s understandable frustrationWe hope we can earn back his trust should he choose to shop with us in the future

Nordstrom apologizes for this customer's experience and that demand for this particular Gift with Purchase exceeded our supplyGift with purchase promotions are always one per customer and while supplies last as stated on the siteWe apologize that this customer did not receive communication
regarding the cancellation of this piece and have escalated this issue to be addressedOur records indicate that we were able to process a replacement gift (item 1141141) on February 21, which delivered on 2/25/We do not have any record of the pink bra referenced by this customer received on 2/23/but we sincerely apologize nonetheless.
We appreciate the chance to respond to this customer and hope we can do better should she choose to shop with us again in the future.
Best Regards,
Nordstrom, Inc

Complaint: ***I am rejecting this response because: company has not compensated me for my losses due to their negligence and lack of care

We apologize for this customer's experience and appreciate the chance to respondWe have worked directly with this customer to resolve this issueA gift card for $has been sent to the customer. We apologize for any inconvenience and hope we can better serve her in the future

We apologize for this customer's experience and appreciate the chance to respondAt this time, the Nordstromrack.com and hautelook.com websites are not capable of accepting multiple card payments, including multiple gift cardsThis information is provided in each website's FAQ's and in the payment
method screensWe are working towards updating that feature in the futureWe advise customers that they can go into any Nordstrom Rack or Nordstrom store to combine gift cards on to one in order to use them onlineIn addition, for the security of our customers, customers are required to add a credit or debit card to your online account in order to place any orderNordstromrack.com is a secured site and this security measure enables customer information to be verified when accepting a gift card as a method of paymentWe apologize for any resulting inconvenience and are happy to be of further service if needed

We appreciate this customer bringing this matter to our attention, and we are sorry that this customer received less than our best service. Unfortunately the delay was due to incorrect processing on our end of her replacement item. We have issued the customer a refund for the item in
question on January 12, 2017. We are sorry that this issue occurred and we truly apologize for any resulting inconvenience to the customer

Complaint: ***I am rejecting this response because: I may need to place other orders in the future and would like to receive a special coupon for future purchase.Sincerely,*** **

Complaint: ***
I am rejecting this response because:because I was still charged overdraft fees from my bank I email a copy of it to the rep and all he did was sent me a copy of the cancellation which I already had thatThe fact remains had they not charged my account I would have these overdraft feesYes they did refund but that doesn't change or make up for the fact of everything that I encounter through out this processWhat are they willing to do because what they have already done is whatI still haven't received my credit back to my checking/debit cardAll everyone wants to say is "sorry" well sorry is taking away from the time I have spent trying to resolve this and get my money back
Sincerely,
*** ***

We appreciate Ms*** taking the time to share her feedback with usUnfortunately, due to temporary inventory issues, some items have recently experienced shipping delaysWe have worked quickly to correct this issue and hope consumers will be satisfied with us going forwardNordstrom is
very sorry that Ms. *** was frustrated by the delay between her order and shipping date and the lack of communication on the matter. Our records show that this order was delivered on December 13, We hope we can earn back her trust should she choose to shop with us in the future

At Nordstrom, we stand behind our merchandise. Our records indicate that the delivery address for this customer belongs to a freight forwarding company. Nordstrom discourages the use of a freight forwarder because once the merchandise is successfully delivered to the freight forwarder,
it is out of our custody and control. We cannot be responsible for errors or damage once we no longer have control over the merchandise. Given the circumstances surrounding this matter we are unable to accommodate the customer’s request for a refund, but have offered to cover the costs and fees associated with the return shipping to exchange the bag for a similar one as the original item is no longer availableWe have also offered to cover the cost of getting the handbag repaired by a specialist if the customer prefers. At this time, we have not heard back from the customer regarding these offers, but encourage her to reach out to *** We appreciate the chance to respond to this customer. Best Regards,
Nordstrom, Inc

We appreciate this customer bringing this matter to our attention, and we are sorry that this customer received less than our best serviceOur store manager reached out to this customer to apologize for the situation, and he has followed up to get the refunds processed promptly. Our employees
should have escalated this situation so we could have properly taken care of this customer while she was in our storeDespite our best efforts, errors do occur. We are sorry we let this customer down and for the inconvenience caused by our mistakes

We understand the customer was accommodated in the store on July 13, We are sorry this issue occurred and hope we can better serve the customer in the future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
Hi complaint # *** has been resolved thank you
Sincerely,
*** ***

At Nordstrom, it is never our intent to disappoint our customers. Despite our best efforts, errors do occurWe sincerely apologize for this customer’s inconvenience and the fact that he received less than our best serviceWe appreciate the chance to respond to this incident
and address service issues within our storesThat being said, Nordstrom believes that no amount of compensation can remedy a poor service experience. At this time, this customer has been contacted at the local level by our store manager both via email and by phone to apologize for this occurrence and to assure him the issues were be addressed within the storeIn addition, this incident has been escalated to leadership in the office of our Full Line Store Regional Manager who will also be reaching out to communicate with himAgain, we sincerely apologize for the disappointing experience within our store and hope we can earn back this customer’s trust when he shops with us again in the future