Disappointment - YouLookFab Forum

Total first world problem post! Please don't read if you would prefer to avoid senseless whining.

I haven't been posting here but I've been following and buying at the NAS again this year. Yesterday I boxed off all my returns and started wearing my keepers. Today, I packed my Smartwool socks to change into after my gym workout. When I put them on this morning, I noticed there's a big hole as well as a stitching defect in one of the socks. I started a chat with Nordstrom customer service. If I want a refund, I need to send back both pairs and I can't get an exchange because they are sold out.

I'm very disappointed and it seems like such a waste. I asked the rep for advice on what to send the socks back in. He said to use one of the big boxes I have from the rest of my order. The return shipping cost will likely be almost as much as the value of the socks.

Another vendor I did business with recently sent me a defective product. When I e-mailed customer service about it, and sent photographic proof, they mailed me a replacement pair and let me keep the defective pair. I asked if I could get a partial refund instead of doing the return-- so I could keep the non-damaged pair (one pair is better than none!). But no.

It's the first time I've been disappointed in Nordstrom customer service. I may just end up keeping the defective pair but it rankles that I'll have paid for more than I'm getting. The pain is amplified because I somehow lost both pairs of the same socks that I bought at last year's NAS!

(But in happier news, I am rocking the Kut plaid Donnas today!)

6 years ago

Janet

(website)

Veteran

That is a bummer, and does not sound typical of my Nordstrom experience at all.

An aside, re: socks. I have to recommend Darn Tough. They are expensive, but they will send you a voucher for a brand new pair if you have any issues at all with them. I ordered some from Amazon, and two pairs were great, while one slipped down my feet into my shoes. I had had them for about a year, and I contacted Darn Tough customer service and they sent me a coupon right away. I did have to send in the old ones, but I used a small envelope and it didn't cost much.

I'm glad the Kut's work for you too!

Barbara Diane

Wow. I’d call them and if necessary ask to speak to a supervisor. Their product is defective and they should be trying their best to accommodate you. Great customer service would have comped you the good pair for your trouble, Good customer service would have let you keep them both so you could keep one and toss one and give you a proportionate credit. So not ok.

Elizabeth P

What about calling back, and talking to a different customer service person? this seems like strange treatment, esp for Nordstroms. Even with places with reputations not as good as theirs, I've had stores say to keep the bad when they send the new. At minimum they should pay return shipping. If you have to pay, I bet you could get them into a padded envelope, and keep it small enough to go through as a letter not a parcel. ie lay them flat, beside each other.

And another sock plug... Icebreaker offer a lifetime guarantee on theirs. I don't know if they have the little sockette ones, but I have found the light hiking weight ones wear far, far better than smartwool.

Jenny H

Thanks for the commiseration. I feel better already.

Janet, I have a bunch of Darn Tough socks and heard about their guarantee but so far have had no need to use it. (They are indeed tough socks!)

Barbara Diane, I may call again. I did complete the customer satisfaction survey I got a few minutes after my experience. That felt cathartic. I like the way you framed "great customer service" and "good customer service."

Elizabeth P, Nordstroms offers free returns so I won't need to pay for the return shipping. On man, I would be very disappointed if that had been the case! I'll have to check out the Icebreaker socks. I do have other Icebreaker products but haven't tried their socks. And now that Ibex went out of business, I suppose I should make a point to support Icebreaker because I want them to stay in business!

DonnaF

Also keep checking (late at night is best but multiple times per day) to see if they come back into stock and reorder immediately. Then, return defective ones in the box or envelope that the new order arrives in. They will disappear if you wait to order until you talk to customer service again.

Good idea, DonnaF. I will keep my eye on the stock!

I forgot to mention in my post that if I do decide to send these back, I will be literally fishing the packaging out of my garbage and recycling bins. I was so sure I would be keeping these socks...

Sorry, when you said the return shipping cost was the same as the cost of the socks, I assumed you meant to you... you mean in general. Silly (of them)!!

I'm sure what packaging you use doesn't matter. I rarely use the same stuff things came in, esp if I'm keeping stuff so the return is considerably smaller.

JAileen

You can ship back in any box. I have a huge assortment of boxes in the garage, and would not send a pair of socks in a huge box no matter who pays for it. (Let’s face it - we’re paying for it in the long run.) i would speak to a different CS person. Also stalk the socks.

ETA: I peel off or cover up old labels, though.

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