Excellent Nordstrom Customer Service Experience

People will often publicly complain when they are not happy about a shopping experience with a store. I want to take the time to publicly applaud the top-notch way that my issue today was handled by Nordstrom.

I received part of an online order today. It was a pair of Joe's Jeans ponte knit skinny pants, my first premium purchase of this type of clothing. These pants came separate from the rest of my order; they were shipped from a store, not directly from their warehouse.

These pants had been obviously worn, worn quite a bit from the looks of them, then returned to the store by their owner and then unfortunately 're-gifted' to me (there was pilling between the upper thighs, snags in the fabric, etc). I called customer service and spoke to a lovely woman named Michelle. Because of the sale going on, these Joe's Jeans pants were now completely sold out. Michelle went online along with me -- having me do searches by item numbers -- and she quickly found another brand of similar styled black ponte knit skinny pants. These were not on sale and cost three times as much as what I had paid for my original order. She even had them expedited shipped to me -- all at no additional charge and with their sincere apologies. Wow.

While the Joe's Jeans should never have been resold in such a used condition by their store in Virginia, this customer service went way beyond what I expected. What a pleasure shopping and dealing with Nordstrom has been for me. Thank you Nordstrom!

15 years ago

Queen Mum

Veteran

that's so great to hear!
I know this is a bit off the topic, but I often feel that the stuff in Nordstrom Rack has been pre-worn and returned as well. Anybody else ever feel that way?

Claudia

When I send these Joe's Jeans pants back, will they end up at the Rack? My guess is yes.

Anonymous

Thanks for sharing your positive experience.

Nordstrom Rack ... yes, some of the shoes have a sticker that say "previously worn." I recently got some Paige Premium Denim skinny jeans and the ticket said "previously altered" although I have no idea what that could mean since they appear UNaltered.

Rosie

I think it is really important to acknowledge good service when you get it - we often take the time to complain, but rarely to praise. Strange beginning to the experience, but a good ending! I hope you like this new pants!

That's great customer service. I'm glad that she did that for you. I've had pants come to me that looked worn too and it feels kind of creepy, so I'm glad she understood and made the situation so right for you.
Do you know what brand you're getting?

Dylan George: http://shop.nordstrom.com/S/30.....wordsearch

Sparky

Hmm, I wonder if that explains my recent experience at Nordstrom. I tried on a pair of Kut of the Kloth jeans there, felt something bulky and hard in the pocket, reached in and pulled out . . . . a dog biscuit. I asked the SA about it and she said that dogs are allowed with their owners, so the owner could have been feeding her dog in the dressing room. But now I wonder if those jeans had been sold, worn and then returned. They had been marked down several times.

I'm so glad Nordstrom made good after that initial goof. That is an example of great customer service.

cciele

Yay for Nordstrom customer service! That's one reason I keep shopping there (unlike the poor experience I had with New York & Company, which I will get around to posting one of these days). The Dylan pants look awesome.

sparky -- can't believe you found a dog biscuit of all things! o.O The mind boggles.

Yeah, this type of customer service definitely went a long way in keeping my shopping dollars with Nordstrom whenever possible.

Also, ALWAYS wash before wearing, especially bottoms and undergarments.

And Sparky, I am not buying the SA's dog biscuit 'theory' at all.

marianna

Nordstrom's return policy is super lenient, but they should be more careful not to re-sell worn items! There is a store in Phoenix, AZ called "Last Chance" and Nordstrom ships all their worn returns there. It's really gross actually -- like a thrift store of Nordstrom. Very worn shoes, handbags with stains, clothes with piling. But the prices are good!

Beth

A DOG BISCUIT?!

Cciele - yes, the mind does boggle at a dog biscuit, doesn't it? Claudia - I am really doubting the SA's explanation too at this point. Does anyone know if you are allowed to bring dogs shopping with you at Nordies? If any one would know, it would be this group, LOL. It might vary by state, I could imagine.

I am digging what I hear about their lenient return policy, but not the side effects for those who get worn items when they expect brand new ones.

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