Didn't expect this from Nordstrom - YouLookFab Forum

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Didn't expect this from Nordstrom

Chris987

Veteran

(6/6/20) I just got an email from Nordstrom, and I thought maybe it was a scam so I called them to ask about it. It was not a scam. I exceeded some limit they have on return $$ per year, and they have terminated my account and credit card.

I buy online mostly because I don't find things in the stores in my area that fit me, and I do returns when they still don't fit or I don't like them.

I suppose if they had told me the $$ limit they would accept in returns per year I could have stayed under it, but they didn't give me that option.

No more Nordstrom shopping for me, and obviously I won't be praising their business practices either.

Shopping

52 replies

Latest reply was from Zaeobi

Runcarla

Veteran

Well that is a disappointment. What if you brought 12 items into a room for try on, and only bought one? Would you be asked to leave the store? That limits access to the brand for folks who don’t live near a Nordstrom’s and is particularly awful in the current world situation where online shopping is the default with B&M closed up due to Covid.

Mary Beth (formerly LBD)

(website)

Veteran

Wow. Is this some new, suddenly-implemented corporate policy? From someone who is looking at money lost on return shipping, no doubt, and not looking at the fact that their big strength is their customer loyalty.

It’s disappointing that they didn’t give you any advance notice of this. Even a heads-up email “you’re close to your returns limit”

And I’m surprised that at a time when people just aren't going to stores and shopping, that they would limit people’s abilities to shop online. Although maybe the concern is too much merchandise being handled and sent back during the pandemic?

Chris987

Veteran

Right, Runcarla. Like so many companies and organizations they are posting these days on social media now about working to heal social inequities (not their exact words) , but at the same time treating a 9+ year loyal customer by cancelling my account. As I said before, if they had published a max return limit amount per year I would have found that reasonable, and been willing to live with it. They have shown their true colors, and I'm not doing business any longer with a company like this.

DonnaF

Veteran

OMG. I have a lot of returns awaiting return after a store opens plus two items that need alterations. Thanks for the warning. I am a big customer but also make a lot of returns.

Chris987

Veteran

FYI - the letter referred to returns i had done over the past 12 months. I did just a few orders in 2020 with the last one being early March, when I don't think most stores had been shut down yet. So my point is that the last time I did returns was before the pandemic or just as it was starting.

nemosmom

Veteran

Ugh, how frustrating and disappointing!

Suz

(website)

Veteran

Wow. That is really discouraging and surprising, Chris. It does not make sense! I am sorry -- not exactly what you want to deal with.

Chris987

Veteran

Thanks all for the kind words everyone!

In the bigger scheme of things, especially right now, this is hardly important, but it's just so surprising given their claims of great customer service. I supposed after I sleep on it I might try calling them to see if they will re-instate me but right now i'm thinking no way I'll do that.

Anonymous

Wow - I'm surprised by this. Didn't this same thing happen to another forum member last year? I seem to remember a discussion about this somewhere . That is the most bizarre customer service in times where a traditional department store needs every single customer they can get. And to cut you off completely ? I'd be writing a letter, I tell you. (and yes, I can be that *Karen* when it comes to things like this)

Chris987

Veteran

Thanks Lisa p ...yeah I do seem to recall this happening to someone else although I'm not sure it was Nordstrom. I'm tempted to write a polite but accurate post on their FB or Instagram account but I think it would get lost in the much more important issues of the day. Maybe I'll feel like writing a letter in a few days. Maybe not

Anonymous

Wow- they should have at least warned you first. Not good!

JAileen

Veteran

Oh wow! This happened to me a few years ago with Sierra Trading Post. I still order from them from time to time.

I order and return a lot from Nordstrom. I don’t have a local store to go to. Do you have any idea what the return limit is?

slim cat

Veteran

Similar thing happened to me - I've got e-mail concerning my shopping at Nordstrom Rack. It stated that my returned items ( from on-line shopping ) made more than 80% of my purchases for the last 2 years ( in terms of money value ) and they can't guaranty that they will accept the return next time. I don't own Nordstrom card or they would cancel it I guess.
I called them, talked to the representative and got advice "shop in the store more". I was wondering if they adjusted some of their policies because of coronavirus - I guess not.
I'm so sorry to hear about the way they chose to address the issue - it's very unprofessional and upsetting. I'd expect some advance warning/letter/e-mail with some time frame and some proposed ways to deal with higher value of returns in a current time.
I chose not to shop at Rack for a year and after that time only did couple purchases on-line and couple in the store. Kept the things I got so far.

brooklynsparrow

I'm sorry this happened to you! SO not right....I wonder if it is a set $ amount or a % of what a customer ordered?

Angie

(website)

Fashion Stylist

WHAT?? I CAN'T BELIEVE IT!

This is the first I have heard of it with Nordies. I've only every heard this type of thing happening with Net-a-porter.

Chris, truly, something seems off here. VERY off. Especially in the light of COVID-19 and the new normal. I do a LOT of returns at Nordies, and so do friends and clients. Much more than me! And my clients return a lot of very high ticket items. This does not make sense.

May I suggest you find out more from the real powers that be. I have received a lot of wrong info from incompetent customer service reps. What is the criteria? Does it have to do with your level?

Do post on their FB page - but not now. Process first. In my experience - and believe me I learned the hard way! - one should never write these types of letters when filled with emotion and annoyance (I am emotional and annoyed with you right now, btw!) People come across a lot more strongly and effectively when they take out the emotion, and keep things very factual and level-headed.

Chris987

Veteran

Jaileen, they did not give me a specific limit, they just told me the $$ amount I had spent and returned in the prev 12 months and said "This rate of returns is well outside of normal customer activity". There is nothing I can do with that....how would I know what "normal customer activity" is? Of course they can define their policies however they like and can change them as they see fit, and I'm free to not shop there and spread the word about how good their customer service policies are (not).

kkards

Veteran

Generally if something like this happens its because there was algorithm that flagged potential fraud, which is why there was no advanced warning...are you going to tip someone off that think they are committing fraud? And just to be clear, I’m not saying that Chris987 committed fraud...

Chris987

Veteran

Angie - I spoke with a phone-answering customer service rep who forwarded me to a similar level person at nordstrom.com....who verified that the email I got came from a real Nordstrom email account, had a real Nordstrom phone # in it, and that Nordstrom does do this sometimes. Now that you mention it, this could just be another low level incompetent response and I might get a diff answer from someone higher up. The email I got even had the name of a real person I could call who had a title of Senior Vice President, Digital Operations. Your advice is GREAT (of course!). I totally agree that one should not post things on social media or send customer support letters when angry! I'm actually not feeling angry any more, and here it's just a few hours later. Will give it some thought over the next day or so and decide what I want to do.

Chris987

Veteran

Yeah kkards you have a good point...companies have to deal with fraud in ways that might look odd to customers. And good reminder that the decision was probably made by an algorithm, not a real person, so a real customer support person has the ability to override them if they feel it's ok to do so.

Chris987

Veteran

Thanks again everyone for the support, info, and suggestions. You guys are the absolute best!!!

slim cat

Veteran

After my experience with Rack I became much more careful with returns. I often try to calculate how much I kept versus how much I returned during a year of shopping. Sometimes I feel the joy/fun of shopping/looking for new things are diminished ( or gone ).
Hopefully some higher ups can be much more reasonable and understanding with a current situation and you'll get more detailed information and solution for the problem.

unfrumped

Veteran

Wow, I might be next. Not sure what my return % is off the top of my head. I keep some items every “ cycle” , but I sometimes order 2 sizes ( have so often found items sold out by time I get first order and see I need next size up or down). And with no store IRL I have no idea what size I am in many brands. I actually buy more from Nordies than anyone else ( and don’t have a card!) since AT, BR, Gap stores left town and the shipping and returns seem easier.
I wish they would show “ real” video fits like some higher end brands, with model’ s size ( I don’t find the Nordstrom salesperson video reviews helpful at all. ), but I’m sure that’s expensive to do.

Anonymous

Chris, I am so sorry this happened to you. I return a lot up mostly buy in person. Our nearest Nordstroms was one that recently closed so I though I would probably be ordering more on-line. Now I’m not so sure.

Chris987

Veteran

Unfrumped, I get what you are saying. With online purchases you just can't guarantee the sizing, the fabric, the color etc and so stores have to find a way to make returns work for their customers AND for them financially. Charging ship/return fees is how a lot of them do it, and even though I don't like to pay those fees I will do so sometimes because I get why they are doing it. if I knew how to limit my Nordstrom returns so I didn't cost them money I'd be totally ok with that, but I have no data to work with.

Joy, I would buy in store if I could find things that fit, but I can't. The two stores near me stopped carrying petites about 2 years ago, and at 5'1" I can't generally wear regular sizes in tops/jackets/coats. I'm not going to buy things that don't fit.

Chris987

Veteran

slim cat your idea of keeping track of purchases/returns is a great one, and I already do that with a lot of detail. But for Nordstrom, how many "keep" vs how many "returns" is an acceptable ratio? Or is it by $$ and what is the acceptable ratio there? Or if I bought 3 items that cost $3000 apiece could I then do 40 returns at $50 each? I'm getting a little silly with these examples, but you get my point.

Mary Beth (formerly LBD)

(website)

Veteran

Keep us posted!

A retailer that behaves like it’s a privilege to spend your money at their store, clearly doesn’t deserve your time or your money.

Regardless how this turns out, I think you should send a letter to their corporate office, about this entire debacle.

The Cat

Veteran

If I were you, I would bring this matter to the attention of that Senior Vice President or another person at management level. When I feel unjustly or badly treated, I contact people at top level and tell them what I have experienced. In general, they are (and of course rightly should be) very interested in knowing how customers are treated and in people's impression of the company. In several cases, presidents, managing directors and the like have thanked me for bringing matters to their attention, have made excuses, have told me which actions they would take in order to avoid similar cases in the future, and have even offered me free items, stays, etc. in the hope that I will remain one of their customers and recommend their company to others.
So it is worth giving it a try, Chris. I wish you good luck.

Style Fan

Veteran

Chris, I am sorry to hear this after all the fantastic things I have heard about Nordstroms. I rarely buy anything online, and now I have another reason.
Exactly, how are you supposed to know your size if you don't order a couple of different ones? I took three sizes in today when I was shopping. Fortunately, one of them fit. That doesn't always happen.

LaPed

Veteran

Wow, super lame! I don't shop much at Nordstrom, but I'm pretty sure my returns add up to a greater dollar amount than my purchases. I don't have a brick-and-mortar store anywhere near me to go try things on in person, and this makes me much more hesitant to order.

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