A ceramic watch, a tiled floor and Nordstrom

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Angie is co-founder of YLF and its resident fashion stylist.

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A ceramic watch, a tiled floor and Nordstrom

— by Angie

on October 7, 2008

I was given a beautiful white ceramic Michele watch for my birthday a few months ago. I could wear a black dustbin bag with my new white watch and still feel fabulous. That’s how much I love this statement piece.

As I was hastily putting on my watch yesterday morning, I fumbled with slick hand-creamed fingers and it fell hard onto the tiled bathroom floor. The ceramic strap shattered into a hundred pieces. I felt ill at the sight of my smashed watch on the floor. I wondered whether I’d be able to get a new strap, or whether it could be fixed at all. I could scarcely believe what had happened.

I gathered the pieces and went immediately to the Nordstrom watch counter where the watch had been purchased. I told the sales attendant that I had a watch crises and explained how I had clumsily dropped my watch. I asked whether there was anything they could do and went on further to say that I would need my watch back by Wednesday because I was going on a trip on Thursday. I knew that I was pushing my luck.

The sales attendant replied: “Oh! I’m so sorry! Please don’t worry. If we can’t get you fixed up with a new ceramic strap by Wednesday, we’ll give you a brand new watch today”.

I gasped. “Really? Nordstrom would do that? But I dropped the watch.”

“Of course we’ll do that”, she said. “We want you to have your watch on your trip.”

I was speechless.

It turned out that my watch would take six weeks to fix, so I was wearing a brand new Michele watch a few hours later. I thanked the sales assistant profusely and she said: “Sure! I’m glad you’re happy. That’s a great watch and you should not be without it”.

This must be the best customer service in the world. I can’t imagine it happening in any other retail store. There would be little empathy and certainly NO replacement. I’ve been a loyal Nordstrom shopper for a long time, but this experience takes my loyalty to a new level. Thank you, Nordies.

Do you have a great customer service story to share?

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33 comments · Add a comment

Patience

Nordstrom is wonderful. I bought my leather jacket at the anniversary sale and about a month later realized it was engulfing me. When I took it back, the woman at customer service offered to find a smaller size for me. This involved printing out a list of stores across the country that supposedly had the right size and proceeding from the top of the list to try each and every one. The list wasn’t very long and it took about 5 or 6 calls to find one. And of course, she honored the sale price as well.

October 7, 2008 at 7:58 am

Anna B.

(website)

Wow, that is GREAT customer service! They certainly went above and beyond the call of duty. I know quite a few department stores that should take notes from Nordstrom…

October 7, 2008 at 8:01 am

Tanya

I do not have a story to share myself, but wanted to comment on yours Angie. That’s a truly amazing customer service!

October 7, 2008 at 8:07 am

Lissie

Wow! That is service Angie. I literally felt sick reading the beginning of your post. I also have Michele watches (a coquette and a deco mini cadet) and adore them! I am glad you got a new watch.

October 7, 2008 at 8:08 am

Risa

That is truly remarkable and wonderful. I am completely impressed and if I lived anywhere remotely close to a Nordstrom I would certainly give them my business after hearing about your customer service experience. BRAVO for somebody thinking of the customer first!

The best customer service I get these days is actually at a small boutique in the village down the road here. They are wonderful about helping you find the perfect size. If you take something into the dressing room that doesn’t quite fit once you get it on, they are more than happy to look you over and get you the right size or a similar item. No more running back and forth. They also take great care to wrap the items (for free) that you purchase so you can get them home. Which in Europe is actually a big deal because a lot of stores actually charge for even their plastic bags. So, luckily even though I have never had to return anything there, I still think this small boutique has figured how to keep their customers happy and coming back with great customer care.

October 7, 2008 at 8:15 am

Ana

Angie, I’m so happy it got sorted out! When I read the beginning of your post I was so sad, because I know how much you love your new white watch. Way to go Nordstrom! I always get great customer service when I go there. I went in to the Chanel counter to look for some lipstick (after getting snubbed at NM), and the salesperson there, Maria, was really helpful. When I went back a few weeks later, she was there again and remembered me. Now I always try to go see her when I can.

October 7, 2008 at 8:20 am

Tiffany

My sister-in-law decided two days before my wedding that she wasn’t happy with the dress she had purchased to wear as one of my attendants. (I had chosen colors, but let each attendant pick their own outfit.) She went to Nordstroms on a whim that night and found the perfect dress, but it didn’t fit quite right. They said “no problem” and had the alterations done and the dress ready for her to pick up *the very next morning* on her way out of town to the wedding. The dress and the alterations cost less than the “bridesmaid” dress she had purchased at a bridal boutique, and looked and fit a million times better, too.

October 7, 2008 at 8:23 am

Wendy

(website)

That’s fabulous service, Angie! I had very good service at a local shoe store last week. My size had to be ordered in from another store and they were willing to do it in a day. The sales person thought there was going to be a hold up, called me immediately to advise me, and when it got straightened out about 20 minutes later called again to tell me I could come in, and they had found one more model that might interest me.

When I went in to try them on, we had a long discussion about the merits of different styles, and she was extraordinarily pleased to learn about Body Glide (a runners’ staple that can be used to prevent blisters). In fact she was anxious to go out and get some to show her other customers.

October 7, 2008 at 8:29 am

Budget Babe

(website)

Great story! Nordstrom’s customer service is definitely a cut above the rest. When returning anything, anywhere, I think the way you approach the sales associates in also key – never act defensively, give them your biggest smile, and make it seem like you’re working together to get the issue resolved in a manner that is mutually beneficial. I rarely have trouble with customer service when I have the right mindset.

October 7, 2008 at 8:31 am

lori

I love Nordies! My daughter was born with club foot which makes her feet not only very difficult to fit, but her feet are also 1-2 sizes apart in size. Nordies has always done an excellent job of fitting her for shoes and i only have to pay the price for 1 pair. There is not another shoe store around that would only charge me for one pair when i am, in fact, buying 2 different sized shoes. I will ALWAYS shop at Nordies…and so will my daughter!

October 7, 2008 at 8:37 am

Nordstrom gets 95% of all my fashion/shopping dollars for this very reason! I have been a Nordies girl since back-to-school shopping when I was 6 years old (my mom was and still is a Nordies gal too). They keep me committed to them with high quality products and ENDLESS customer service.

October 7, 2008 at 8:37 am

Anne

Wow! Wonderful service!

October 7, 2008 at 8:49 am

Breakfast for Dinner

(website)

I’m so glad you got such great service! Nordie’s really does have the best customer service.

My most recent story was when I returned a couple things to Saks that I had bought with a giftcard. The saleslady said she’d give me store credit, to which I replied that was a shame because I didn’t really need anything from there anytime soon (shocking, I know). She replied that it was no problem and just issued me cash instead! She didn’t want me to walk away without being 100% satisfied. Talk about service! Too bad the lower end retailers can’t catch on to this strategy or I’d end up saving oodles of cash!

October 7, 2008 at 9:19 am

Antje

Oh Angie, I’m SO glad you got a new watch to take to Hong Kong. You must have been so freaked. Wonderful customer service from Nordies.

I recently experienced amazing customer service at a local boutique that I still feel both awed and slightly guilty about, since it involved pretty reckless behavior on my part. So here is the story:
I went to “Andaluz”, a wonderful little store in Seattle’s Columbia City neighborhood that carries clothes (including some Tulle pieces as well as local Northwest designers), fabulous jewelry, and great gifts. I often go there to buy a birthday gift for someone but end up buying earrings for myself instead Anyway, so I walk in there with a cup of coffee, planning to ask the shop keeper right away where I could safely put down the cup (it’s a small and crowded store). You can guess what happened – before I found a safe place for the coffee, I was dazzled by a pair of red earrings, I put down my coffee cup, and – it toppled right away, spilling coffee all over the display, including on a pile of cotton sweaters and two cashmere cardigans. I was mortified. I actually yelled a German curse word at myself, almost broke into tears, and immediately apologized profusely while frantically moving stuff out of the way and getting towels to clean up the mess. The shop keeper was totally calm, totally nice, and instead of blaming me she blamed herself for having such a crowded display etc. Of course I was having none of it and took full responsibility; it sure was a stupid act to walk in there with my coffee and put it down so carelessly. Anyway, most of the spill was on items that could be wiped off, but there were the cotton sweaters and cashmere (cashmere!) cardigans. We discussed what to do; I wanted to take everything home with me to take it to a dry cleaner to see whether the coffee stains would come out and if not I’d pay for the damage. The store owner actually didn’t let me take the cotton sweaters and said she’d just wash those herself. I did take the cashmere cardis, left all my contact info, and took them to the dry cleaners (after spending a few more minutes expressing my apologies.) All the while she was just so kind and didn’t really want me to do anything to fix the situation. Now keep in mind that this is not a big well-off chain store where they could easily suck up the loss of two cardigans, but a woman-owned neighborhood boutique that I’m sure is constantly struggling to make ends meet. So I took the cardigans to the dry-cleaner, but the coffee stains didn’t come out (as expected) and I went back to the store, offering to pay whatever she paid for them wholesale. She wouldn’t have any of this, though, and had already talked to a crafty friend of hers who said she’d put some kind appliqué over the stains, and sell them like that. All she asked of me was that I would come back and continue shopping at her store. Of course I will (but never again with a cup of coffee in my clumsy hands!), and I remain forever grateful to her for her graciousness and generosity.

Sorry for the long story, but this was pretty recent and actually caused me quite some trauma for a few days, so I’m happy to have an outlet to share this.

October 7, 2008 at 9:31 am

cheryllynne

How great in this world of electronic word-of-mouth, both Angie and Antje have such wonderful, even sweet stories of excellent customer service.

I’ve been moving more and more to the discount stores but there’s no question Target, Ross, etc. don’t come close to that caring service. When every dollar counts (and any change back!); it’s a good reminder that money saved does not always equal a good value.

October 7, 2008 at 9:48 am

Lisa

That’s why we LOVE Nordstroms!

October 7, 2008 at 10:05 am

Anya

As we are sharing our customer service stories, I feel compelled to speak up for REI. They may not be the standard of ‘fab’, but their customer service is consistently top-notch! Just this Sunday I went there to have them repair a 3-year-old biking bib which started to go along one of the seams. It turned out that they don’t do sowing repairs any more, so they apologized and refunded the full purchase amount (the bib was bought in 2005 and was very much used…) and I was able to immediately pick out a new one! So now I’m one happy biker :).

October 7, 2008 at 10:09 am

Real Style Real People

(website)

I’ve gotten great service from smaller type boutiques in my area but not dept. stores- I am glad to know that about Nordie’s!

October 7, 2008 at 10:13 am

Lannie

WOW. That is pretty awesome customer service- especially for a big department store! I can’t imagine how bad it must have felt to see that watch shattered- especially considering it was a gift! I’m very impressed they were so accomodating.

October 7, 2008 at 10:47 am

Sarah

Wow, what amazing stories (Angie’s and others in the comments). I can’t think of any myself at the moment, but the little experience I’ve had with Nordies is also great. I look forward to shopping there more often someday when I’m not a poor college student.

October 7, 2008 at 11:13 am

sue

I know the Michele watch you are speaking of……I have been coveting it for months and would “settle for this one” since I am not likely to get the J12 that I so desperately would love.

I knew when I began reading your post how it would turn out. I have a similar story about Nordstrom. About two years ago I was leaning over our shredder at work and my new crystal necklace got caught and was pulled into a million pieces. Tears welled up as I crawled on the floor picking up all the pieces. I love the necklace, had started buying tops to compliment it and I hadn’t even paid for it yet since I charged it. I could hardly justify the purchase in the first place never mind buying it all over again.

My wonderful hubby said they would take it back and he took it back for me while I loitered in shoes. The sales woman called me over to make sure the one she was replacing it with was the right one. I was floored and have to say that she was so kind and thoughtful and said she was just glad they had one left. Nordstrom lives up to their brand every day and sets the bar for service! They get the bulk of my clothing, shoe, handbag and cosmetics budget every year.

October 7, 2008 at 11:45 am

Kristers

You can also find great customer service at Zappos.com. After the first few orders, free shipping, free returns and sometimes you get free expedited shipping so you can be wearing your purchase in the next day or two!

October 7, 2008 at 11:45 am

Lena

Wow. Just wow.

I really appreciate their customer service. Our closest Nordstrom is more than 2hrs away, so I don’t go there often and shop online. Several weeks ago I made a trip to return quite a few boxes of things (I order in multiple sizes, too). I was pretty embarrassed about it. The lady at customer service was incredibly helpful and patient and acted like it was no big deal (of course it helped that I had all my receipts and it made things go faster, but still). I left with a big grin on my face.

October 7, 2008 at 12:10 pm

Munequita

This floored me! I have always known that Nordstrom has excellent customer service…but not to this extreme! I am so impressed that they can give you a brand new watch if your old one has been damaged…just wow. Electronics stores only do this if you buy a warranty, so it is mind blowing that Nordies does this for free.

How great that there are still stores like this around for us customers!

October 7, 2008 at 12:54 pm

Nicole

Wow! That is a wonderful story! (and a beautiful watch!)

October 7, 2008 at 2:40 pm

Joy

Nordstroms spent over a month scouring their stores for a top that was a gift that I needed to exchange for a smaller size. They weren’t able to come up with one but it wasn’t for lack of trying. The top had been on clearance a few months before, so finding one was ify. What great service!
So glad your watch story had a happy ending.

October 7, 2008 at 3:04 pm

Laura

REI is also great at replacing broken products even when it’s your fault. Another in this category is Nike–my husband has had them replace shoes that have worn out before he thinks they should have worn out & they do so cheerfully. Finally, Lands End really means it when they say 100% guaranteed. I am loyal to all these stores because of their customer service. I truly believe that in the long run they benefit from giving the customer the benefit of the doubt because of the repeat business it earns them.

October 7, 2008 at 5:11 pm

San

What a beautiful watch. How nice they replaced it for you.
Have fun on your trip.

October 7, 2008 at 6:22 pm

Sasha

Angie, I really would like to see that beautiful ceramic watch of yours, could you post a picture of it? I see lots of brands with white straps but they don’t look like ceramics to me, they look like resin and tend to get yellowish over time. As far as I know, ceramics don’t turn yellowish with moisture/sweat.

October 7, 2008 at 8:21 pm

Angie

(website)

Fashion Stylist

How awful that you got snubbed at NM, Ana.

Such wonderful customer service stories, ladies. Thanks for sharing them. It’s good to know there are fab retailers out there.

Lena, so right. Nordstrom never makes you feel awful if you’re returning something. In fact they are apologetic that the purchase did not work out.

Antje! What an incredible show of grace and trust from the Andulaz store owner. We might need to go shopping there to show our gratitude and goodwill. I can imagine how bad you must have felt about what had happened. I’m glad this post was cathartic for you.

Lori, it was actually Chloe’s club foot and shoe size situation that started my Nordstrom loyalty. I was so taken aback by their incredible customer service with respect to Chloe’s footwear needs that I vowed I would always support Nordstrom. Bobs your uncle.

October 7, 2008 at 11:04 pm

Angie

(website)

Fashion Stylist

Sasha, I’ve linked to my Michele watch on the post.

October 7, 2008 at 11:05 pm

Ana

Thanks Angie! I’ve always had really good service from the clothing and accessory staff at NM, but the not so much from the cosmetics staff at certain counters (it’s so weird that it varies by counter). They just don’t listen to what I want and sort of off-handedly say, “Oh, yeah yeah, here, try this” and then turn away. Oh well. So I just head to Nordstrom.

October 8, 2008 at 5:28 am

Charle

My mom and I are Nordies fanatics for just this reason!! Ever since I knew what shopping was we’ve been going here (sometimes once a week!) and neither of us (nor anyone I know) has ever, ever had a bad experience! Countless things have been returned without receipts, or after very long periods of time, no questions asked! I even have friends who worked for the company and they said it was a fantastic enviornment! Nordies will have my business until my dying day.

October 22, 2008 at 8:33 am

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