"The reason for this review is to inform people that Nordstrom's policies are no longer customer service-oriented nor are their personnel. I remember when that was their cachet. I have been a Nordstrom customer for 40 years; my mother was a Nordstrom customer and so was my grandmother when the only Nordstrom store in existence was located in Seattle. I was at the first Nordstrom’s grand opening here in San Diego. When I worked for them for a short period 10 years ago, I learned they were not all they were purported to be. Despite their declining customer service even in their full-price stores, I continued to shop there. But no more.
On Saturday, their couldn’t-care-less attitude for servicing their customers was demonstrated by the current Nordstrom Rack “manager” Cindy (actual store manager was off) in the Carmel Mountain Ranch area of San Diego. I requested to speak with the manager after the cashier had wasted enough of my time trying to find my purchase in their computer—even though I told her the three sweaters I was trying to return still had their tags on them. The prices and the store’s barcodes were clearly showing and I pointed them out. The sweaters were in perfect condition and I had brought them back to the store in which I purchased them. When the manager of the day came over, she repeated the same “policy” as the cashier—no returns after 45 days, which used to be 60 days, and you must have the receipt. I asked, “Where does it state that?” She said, “All over the store.” The places must not be obvious as I had and still have never seen them. She also said, “it’s on the back of the receipt” and she showed me the back of a receipt--light grey print on a white receipt. I couldn’t read it. Nothing like making your important policies so they cannot be found or read. Shady. Just like some of their practices that I learned about when I worked for them. Throughout our conversation she seemed to be disassociating Nordstrom from Nordstrom Rack.
Did it matter that I had been shopping with the Nordstrom Rack since they arrived in San Diego about 30 years ago and that I had never heard that before? No. Did it matter that I had been an original Nordstrom customer since they first appeared in San Diego? No. To add insult to injury, she then decided to insult me by stating, “I could only give you a penny for that sweater,” and then attempting to rationalize such nonsense. Never any apologies. I am pretty sure that in Selling 101, you aren’t taught cheeky insults to use on your customers. It certainly wasn’t part of my training when I worked for the company.
Nordstrom is not what they used to be. Their customer service isn’t what it used to be, their staff isn’t what it used to be, and their reputation isn’t what it used to be. Too bad for them. This long-time customer will not be returning. Sadly, they are not above the pack anymore—they have joined the pack, if not moved to the bottom.
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"My husband bought a beautiful pair of Frye boots for me from Nordstromrack. They were delivered a day early than expected and in perfect condition. They fit, they're comfortable and the best thing about them is that they can be resoled making them worth every penny. Frye has a 2 year warranty for boots bought direct from them and one year when purchased by an authorized reseller. I sent an email to Nordstrom to ask if they were an authorized agent of Frye boots. I told them I didn't foresee a problem- just wanted to know in the unusual event I had an issue, that Frye would recognize them as an authorized reseller. I received an acknowledgment of my email and an assurance my query would receive a response within 24 to 48 hours. Several days later, after receiving no response, I sent a second email with my original inquiry and stated it was my second request. Another acknowledgment reply was received and, again, I failed to receive a response to what I think is a simple and reasonable question for a boot purchase in that price range. It was well over 2 weeks since my original query when I sent my third and final email when I once again stated the purpose of my email, the disappointment and frustration at their lack of attention and that this would be my final attempt at contacting them. I resolved to review their website's poor customer service on every online review site I could find if my question was not addressed within their promised 24 to 48 hr timeframe. I don't feel I made an unreasonable request or that this is a minor issue. You can resell the highest quality merchandise that arrives as promised but if you do not make your customer feel valued and comfortable with the purchase they made, with a reply to a reasonable question, how will they treat a customer that has a problem with or is unhappy with their purchase? I don't plan to find out."