https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations Style Advice for Fashion Lovers en-US Mon, 20 Apr 2026 23:25:09 +0000 http://bbpress.org/?v=1.0.2 q https://youlookfab.com/welookfab/search.php https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1993505 Fri, 18 Jan 2019 14:58:23 +0000 Angie 1993505@https://youlookfab.com/welookfab/ <p><b>kkards,</b> that's very wise advice.<b></b> </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1993453 Fri, 18 Jan 2019 12:08:16 +0000 kkards 1993453@https://youlookfab.com/welookfab/ <p>Eliza---just my 2 cents...if possible in the future, i wouldn't call --i would communiate via chat or facebook or twitter....my impression is that you get a better and faster response that way....<br />also, something to think about in the future...don't know if you have a Nordie's SA that you regularly shop with, but i believe the in store SA do earn commision if they place the order for you, and so will help you track an order and will be more willing to help and extend additional&nbsp;courtesies </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1993446 Fri, 18 Jan 2019 11:36:26 +0000 Eliza 1993446@https://youlookfab.com/welookfab/ <p>FI- Almost 3 weeks late with such a poor process with Nordstrom, plus Nordstrom’s lack of communication with vendor, without an offer to rush it, made me decide to vote with my feet. You are absolutely correct; I could have re-ordered. </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1993429 Fri, 18 Jan 2019 08:46:25 +0000 Stagiaire Fash 1993429@https://youlookfab.com/welookfab/ <p>If you weren't billed and didn't receive anything, and the item was still in stock, then why didn't you want to place a new order? What am I missing? </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1993358 Fri, 18 Jan 2019 01:21:40 +0000 Eliza 1993358@https://youlookfab.com/welookfab/ <p>Angie- placed order online with Nordie’s stating that it would ship in 2-3 business days. Given December timing, I waited until I heard nothing after about 6 business days. I was not billed; it did not ship. All info was procured via me contacting customer service. They just said that it was “about to ship” several times; Items were in stock at time of my last call with customer service supervisor and no suggestion beyond canceling and starting over was offered. Inquiring led to statement that there was nothing else possible given store policy. I let it play out and learned a lot. Now if only I had indication that they were able to utilize these experiences going forward. They don’t ask the right questions to improve their service. </p> <p>Vix and all- thanks for sharing and the moral support. This is a small thing and I know it. Zero accountability does have a cost, though. I will attempt to confirm what I was told with a manager. </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1993346 Fri, 18 Jan 2019 00:03:15 +0000 Vix 1993346@https://youlookfab.com/welookfab/ <p>Eliza --</p> <p>What a PITA for you and frankly yes, I'm a bit surprised that they won't rush ship the item out if / when it's in stock. I know a retailer did that for me once...I think when the original shipping was delayed and then I wanted an exchange before travel.</p> <p>TBH stores that use ShopRunner (free 2-day shipping/returns) are generally my first online stop since I'm usually ordering multiple sizes/colors. The faster it gets to me and the faster I get it back the less I worry about tracking CC returns.&nbsp;</p> <p>Just for context, recent CS: <ul> <li>I received a random unordered/uncharged item from Bloomingdales in a package. [Fairly new and very very low-$ customer there] Apologies for returning inconvenience + 20% to use on next order.&nbsp;</li> <li>I need new Second Base demi camis but couldn't justify purchase during their last sale. Reached out to CS asking if they had a promo code and/or could give me an idea re upcoming sales. [Long-time, low-$ customer with no recent purchases.] Polite response and 20% off code.</li> </ul> <br />So I'm giving Nordstrom a real WTH? from here on your behalf. If you have the energy, I'd keep offering constructive criticism....</p> <p> </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1993329 Thu, 17 Jan 2019 23:30:29 +0000 Angie 1993329@https://youlookfab.com/welookfab/ <p><b>FashIntern,</b> I can't imagine the losses incurred by Nordstrom with their very lenient return policy, that some do unfortunately take advantage of. Changing it will be very tricky. Like giving a child a sweet, and taking it away. &nbsp; </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1993326 Thu, 17 Jan 2019 23:27:28 +0000 Angie 1993326@https://youlookfab.com/welookfab/ <p><b>Eliza,</b> it's worth pursuing, if you have the energy!&nbsp;</p> <p>Sorry if I missed it, but were you charged and refunded for the "delivered" item?&nbsp; </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1993323 Thu, 17 Jan 2019 23:15:39 +0000 Eliza 1993323@https://youlookfab.com/welookfab/ <p>Thanks for the clarification. </p> <p>In my situation, Nordstrom knew the package never shipped from the vendor when I called to clarify after it was listed as delivered when I logged into my Nordstrom account. It was listed as “delivered: no tracking information” as the date they “expected” me to have it had arrived (weird rationale/software?). No direct communication with me. No package sent = no package lost. Nordstrom doesn’t appear to have functional lines of communication with all vendors, nor accurate internal tracking systems. Then, there is not info communicated to customers for weeks. </p> <p>Just want to ask someone with authority if what I was told is true (policy is to never offer consideration). I spent too many hours trying to follow up on a purchase. </p> <p>Appreciate hearing others experiences. Many thanks. </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1993285 Thu, 17 Jan 2019 21:38:52 +0000 Stagiaire Fash 1993285@https://youlookfab.com/welookfab/ <p><div><i>Perhaps their policy has changed wrt lost or stolen packages? <br /></i></div><div><i><br /></i></div><div>That wouldn't surprise me at all. The Rack was no longer able to be flexible on returns once Nordstroms shortened the return period, so it was a double whammy, and they told me the return policy at Nordstrom's was also changing. It would make sense to change the policy of "what-do-we-do-when-a-customer-claims-they-never-got -their-package" at the same time. <i><br /></i></div></p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1993255 Thu, 17 Jan 2019 20:14:43 +0000 Angie 1993255@https://youlookfab.com/welookfab/ <p><b>Eliza, </b>I was charged once for the original package that was never delivered. And not charged again for the item when they resent it. Nothing was free for me, although Nordies incurred the loss of the lost item. Does that answer your question?&nbsp; </p> <p>It was about five years ago. Perhaps their&nbsp;policy has&nbsp;changed wrt lost or&nbsp;stolen packages?&nbsp;</p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1993254 Thu, 17 Jan 2019 19:59:36 +0000 Eliza 1993254@https://youlookfab.com/welookfab/ <p>Thanks for adding to the discussion. Nordstrom does seem to have systems problems: coordination with vendors throughout the ordering and delivery process, timely shipping, email updates for online orders,&nbsp; and poor coordination within its payment systems for starters. </p> <p>Angie- just to clarify, when you say you had packages that were "lost" and never delivered, with the "items shipped to you again at no cost". do you mean that you were only charged once or that they were sent to you as a courtesy (free) as an acknowledgement of a problem on Nordstrom's part? When you have a "no refund return", are you referring to a duplicate of an item you had already paid for and received?&nbsp; </p> <p>I ask not to beat a dead horse, just because I found it a disappointing surprise to be told that a store that prides itself on customer service has a policy that absolutely precludes any consideration of specific circumstances. I expect snafus in life and business transactions. In business, how a problem is addressed speaks volumes and if I can't count on a bit of flexibility, ownership and creative problem solving, it will impact where I shop. I hope that the supervisor didn't have it right; still a problem, but at least an individual one, rather than a large shortcoming on a retailer's part.&nbsp;</p> <p> </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1993167 Thu, 17 Jan 2019 16:25:54 +0000 Stagiaire Fash 1993167@https://youlookfab.com/welookfab/ <p>I had that happen with the Rack once, tried to return it without the refund. They said they would have to literally throw it in the trash, because the first one had been entered as vanished in the system, so there was no way to take it if I wasn't getting a refund. I guess I could've asked for the refund--they were leaving me with an item that supposedly had economic value equal to what the refund would've been. But I didn't ask. </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1993149 Thu, 17 Jan 2019 15:44:01 +0000 Angie 1993149@https://youlookfab.com/welookfab/ <p><b>Eliza,</b> I've had two or three "lost packages" that were never delivered by Nordies, and the items were shipped to me again at no cost. Not expedited though. Regular slow shipping.&nbsp;</p> <p>Once the items appeared on my doorstep later, and I returned them WITHOUT the refund. </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1993129 Thu, 17 Jan 2019 15:16:38 +0000 Kirstjen 1993129@https://youlookfab.com/welookfab/ <p>I've had instances where Nordstrom cancels orders, including canceling items IMMEDIATELY after I've ordered.&nbsp; It surprises me that their inventory control is that poor.</p> <p>I also have weird issues given that I have both a Nordstrom credit card &amp; Nordstrom debit card.&nbsp; The points don't all roll together.&nbsp; And since I have used the Nordstrom debit card online, I cannot pay the credit card online via Nordstrom.&nbsp; I have to pay it via my bank's website.&nbsp; They have no good explanation for either of these snafus, and just tell me that's the way it is.&nbsp; It sucks when you've racked up Level 3 points on one card &amp; Level 3 points on the other card &amp; they don't combine them to make you a Level 4 customer. It actually kind of sours me on the whole Nordstrom experience, and I've spent over $20k/year there for probably 15 years.&nbsp; In the past few years, my purchases have seriously dwindled there as a result. </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1993125 Thu, 17 Jan 2019 15:05:34 +0000 Eliza 1993125@https://youlookfab.com/welookfab/ <p>Thanks for all of the replies; YLF is very helpful, as ever. I was tied up after posting, sorry for the delay. </p> <p>The package was never shipped nor delivered. I did speak to a supervisor; she was the one who stated unequivocally that there is a fixed policy of not extending courtesies to the customer under any circumstances at Nordstrom. When I asked, she would have connected me to someone above her, though she also said it would not change anything about how a replacement order would be handled. Nordstrom seeks constant input about how happy you are with your customer service transaction, but apparently do not empower their employees to provide actual remedies that are appropriate to the nature of the problem and leave few ways to address systems problems.&nbsp;</p> <p>I would like to kick it upstairs as several here have suggested (will look for the best place to direct my comments) and am curious if anyone here has had any accommodations (errant order rushed to them, a replacement sent before a return if something was needed on time and defective, etc). If they will only apologize with no effort to fix the problem, then Nordstrom is forfeiting a big part of why people shop with them and is no longer competitive. I have had retailers tell me to keep a product sent in error as a courtesy, rush things that went astray, etc. No expectation of perfection here, especially in December, but if their policy was accurately conveyed to me, it will discourage shopping there.</p> <p>Let's keep each other posted on how things are handled by Nordstrom as there is a lot of data to be had with so many shoppers here. I hope that the supervisor I spoke with had it wrong and their policies allow for righting errors.&nbsp; </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1992825 Wed, 16 Jan 2019 20:06:30 +0000 Stagiaire Fash 1992825@https://youlookfab.com/welookfab/ <p>Oddly, I've generally felt the customer service at the Rack was better than Nordstrom's in every way. </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1992819 Wed, 16 Jan 2019 19:53:37 +0000 DonnaF 1992819@https://youlookfab.com/welookfab/ <p>I've had one Nordstrom order that showed as *Delivered* but wasn't. But then when I went online to *Your Account* and drilled down to my actual order to find the delivery service and tracking information, I discovered it had not yet gone out. Very annoying. I think this tends to happen when the order is being sent from the manufacturer and not from a Nordstrom warehouse or store.</p> <p>I am an embarrassingly high online Nordstrom orderer (and returner), and I would estimate that I have had problems with 1% of my orders or less. Very occasionally, a non-UPS delivery service will claim a package was delivered when in fact it is delivered the next day. My daughter has had some problems with delivery to her (small) office in downtown Chicago that had to do with FedEx/UPS and not Nordstrom which rushed out a replacement.&nbsp; </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1992799 Wed, 16 Jan 2019 19:24:55 +0000 Laura (rhubarbgirl) 1992799@https://youlookfab.com/welookfab/ <p>I had one item in my holiday orders this year that was never shipped, and I wasn't notified. I finally got on their online chat and the CS agent told me that it was sold out and wouldn't be sent, even though it was still showing as available at that time and pending on my order. I wasn't impressed that they hadn't communicated with me about it, and in fact never have, other than that chat that I initiated.</p> <p>I agree, Nordstrom doesn't do a good job with 'edge cases' online, and they should have an ombuds office or somewhere that you can escalate these incidents where they have the power to do something about it, or make a goodwill effort to make it up to you. </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1992759 Wed, 16 Jan 2019 18:37:16 +0000 Angie 1992759@https://youlookfab.com/welookfab/ <p><b>Gretchen's </b>suggestion is fabulous. Get it on paper and send it. Pop it in their FB page if you like.&nbsp;</p> <p><b>Gretchen</b>, sooooo agree with you that their online service is not as good as the in-store service. Nordies cannot compete with the fast shipping times from retailers like Zappos and Amazon. They have too many overheads, and will run at a loss.&nbsp; </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1992756 Wed, 16 Jan 2019 18:32:38 +0000 anchie 1992756@https://youlookfab.com/welookfab/ <p>So annoying. No experience with Nordstrom or Zappos. I did have two online orders from December delayed, COS and Banana Republic and both have send me the vouchers with apologies for delays. Nordstrom can do that at least. I am extremely happy with Zalando, best service of all at the moment and I would always choose them over other retailers. Do you have Zalando too? </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1992753 Wed, 16 Jan 2019 18:30:16 +0000 Gretchen 1992753@https://youlookfab.com/welookfab/ <p>Eliza, I’m so sorry this happened to you! I agree that is not the type of service I would expect from Nordstrom. </p> <p>I’ve noticed a disconnect recently with their online experience- longer shipping times, and the online return process takes longer than it did, I’m wondering if they have changed vendors or software. </p> <p>In any case, I would take exactly what you just said, and get it in email to customer service. I find that a documented concern tends to get more attention than a phone call - and easier to respond and escalate than asking to be transferred. I would also add in your comment that this is not at all consistent with Nordstrom’s commitment to customer service and you expect better. </p> <p>Let us know how it turns out! </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1992748 Wed, 16 Jan 2019 18:22:19 +0000 Angie 1992748@https://youlookfab.com/welookfab/ <p>Can you take this further with a more effective supervisor?&nbsp; </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1992747 Wed, 16 Jan 2019 18:19:39 +0000 Angie 1992747@https://youlookfab.com/welookfab/ <p>WOW. <b>Eliza,</b> rotten luck. I'm sorry. VERY ANNOYING.&nbsp;</p> <p>This sounds out of character, and not the Nordstrom customer service I am used to - or we should all be used to.&nbsp;</p> <p>My expectations of Nordies customer service is HIGH:&nbsp; </p> <ul> <li>If Nordies had a problem with the vendor fulfilling the order - they should have canceled the order 3 weeks ago. (This has&nbsp;happened to me, and they cancelled my order a day after I placed the order).&nbsp;</li> <li>Nordies should have&nbsp;offered to replace the&nbsp;package - (provided there was&nbsp;stock) - and&nbsp;apologized&nbsp;profusely.&nbsp;</li> </ul> <p><div>Few more things:</p> <ul> <li>Nordies is not fast to ship. In that respect - Zappos is MUCH better. Shopbop too.&nbsp;</li> <li>Nordies does not handle holiday online shopping as well as it could. There is room for improvement on the logistics side for sure.</li> <li>I've had Nordies packages delivered that end up at the neighbours. I always check there first, and usually find them.&nbsp;</li> </ul> <p>I've also found that the level of effective&nbsp;assistance you get from Nordies customer&nbsp;service&nbsp;depends on&nbsp;the&nbsp;person. Some&nbsp;associates are&nbsp;much&nbsp;more helpful and&nbsp;knowledgeable&nbsp;than others. Same with in-store sales&nbsp;assistants.&nbsp;</div> </p> https://youlookfab.com/welookfab/topic/customer-service-nordstrom-expectations#post-1992736 Wed, 16 Jan 2019 17:51:58 +0000 Eliza 1992736@https://youlookfab.com/welookfab/ <p>Building on today's celebration of zappos exemplary customer service, I wanted to see what other people have experienced with Nordstrom's handling of complex online ordering snafus. Before the gory details, I want to acknowledge that each person I talked to was, as always at Nordstrom's exceptionally polite, My concern is that politeness does not substitute for the actual solving of a problem.&nbsp; </p> <p>"Brief" synopsis: ordered two identical items in mid-December. The items are listed as scheduled to ship in 2-3 business days. I knew there were holidays upcoming and anticipated there might be a delay. No shipping notification in 8 business days. Call, am told it is processing, should be coming. Wait about 5 business days, call again. Yes, it is in the pipeline, coming from a vendor, should be going out soon. No one offers to check it with vendor, etc. Call a couple of days later, should be coming. Check my Nordstrom's account on a Saturday morning in January; it is listed as delivered with no tracking information. Hike around my yard in case package landed in bushes instead of covered porch and call. No, it hasn't shipped. It is listed as delivered because that is the date Nordstrom expected me to have the package. (This status is not corrected on my account).&nbsp; Will check with vendor and get back to you. They call back, no info yet. Several days go by and I call them, asking for a supervisor. They say the best thing to do now is cancel the order. Do I want to re-order? Under what terms, I ask. It is now almost 3 weeks since order and almost 3 hours of phone time. Same terms as always. No offer to overnight the still available items. No consideration of aggravation. I ask what can be done for a customer in this situation and was told their policy was to make no adjustments <b>ever </b>when I attempted to clarify this.&nbsp;</p> <p>Against a backdrop of much more responsiveness/follow through to initial problem and spontaneous courtesy offerings when what is promised is not what is delivered (see post 1 on today's blog), I now feel Nordstrom is not competitive with today's online marketplace.&nbsp;I shop there a lot.</p> <p>Has anyone found Nordstrom willing to make any gestures towards remedying orders that totally go off the rail? I recognize outside vendors add another layer, yet feel there needs to be more accountability to the customer, who has no access to the vendor. Thanks for your feedback and patience with the details.&nbsp; </p>