Follow-up email from Nordstrom

So I got two separate emails from Nordstrom
The first email:

Dear Anna Xxxx,

Thank you so much for writing us to express your concerns. I'm disheartened to hear that you had to take your business elsewhere. I could tell by your comment that you really wanted to get something from our store. It's really unfortunate that sizing was the main factor! Please know that it was never our intention to let you down. Exemplary customer service and customer satisfaction are very important to us and this experience was truly not an example of that. Thank you for allowing us a chance to fix this.

I have submitted feedback to the appropriate team giving them an opportunity to review and consider this information. We appreciate your thoughts and hope you continue to share your feedback with us in the future.

Thank you for contacting Nordstrom, have a good evening!

Warm Regards,

——————————

Second email, sent about 20 minutes later

Dear Anna Xxxx,

I am so sorry about your experience and fully understand your frustration. It was definitely not our intention of letting you down. Your feedback is invaluable to us and we appreciate your time.

hope that you give us the opportunity to regain your trust.

We hope to regain your trust in the future.

Thank you for contacting Nordstrom, have a wonderful day.

Best Wishes,

————

Funnily enough, the used my full name, which wasn’t on my initial email. Though my email is linked to my Nordstrom account
Honestly the second later response was lesser in my mind, It’s non-answer. Regain trust?!?!?!?
They also just sent me a survey regarding this interaction.

ETA, I rated them poorly on this interaction

4 years ago

Kari

Veteran

Dang.

Well done, Anna.

rachylou

I don’t like to say... I love Nordstrom, but worry they’re tanking. I have crazy feet, and I remember when you could get unusual sizes and widths at Nordstrom, but no longer really find this true...

April

Nordstrom has always been cited in business books and classes as the store that provided an almost bizarrely high level of customer service and attention. I hope that's not changing!

nemosmom

Disappointing, Anna!

Inge

(website)

Moderator

Ugh, I find that second type of non-answer email infuriating. Does not help at all, right :-((

Angie

Fashion Stylist

So glad you got a reply! Good job following through.

I prefer the first answer too. Let's see if something comes of it........

Anonymous

Ug- the second especially just sounds like a form letter Not at all worthy of your respectful and specific letter.
Here's a better answer:
We are sorry that we did not have a more inclusive size range, especially because this is the flagship store and the example to others. We will remedy this straightaway, because people of all sizes deserve to be able to shop in store and find things they love.

@rachy yaaaas! They are one of the only places with narrow width shoes, but few and far between. Only Munro in the nearest Nordstrom to me :/

kkards

odd that you got 2 replies on the same day.
sorry that they do not seem to be living up to their promise of better and more inclusive sizing

nuancedream

I know this is very wishful thinking on my part, but Nordstrom needs to be investing in made to order clothing with custom sizing. The technology is out there to do that. However, I'm not convinced management is willing to actively pursue that idea beyond meaningless canned email responses to loyal customers.

Suz

First answer slightly better, but....what's upsetting here is nice words without a speck of commitment to do anything. BUT -- your complaint matters. They need to hear from people. Standing up and saying this tells them there are potential purchasers in a wide variety of sizes and they are doing themselves a disservice by not paying attention.

Eliza

The second email was clearly a generic form letter, deemed suitable for all customer disappointments. The first at least appears to address a more specific problem. It would have been good for them to express the intent to circle back to you with the results of their internal communications, though I am not surprised that they didn’t, as that would almost imply that remedies will be implemented, something that the letter writer is unlikely to be able to ensure.

So glad you spoke up; sorry for the frustration.

Jenava

I used to work at Nordies in their merchandising tech area. I floated the idea ages ago of them creating their own standardized sizing and then using garment measurements to assign their own "size". Even within brands and seasons, different pieces can be sized crazy different...."runs small", "runs large", all it does is cause frustration and cost time and money for everyone! In addition, they use previous sales by size to decide how much of each size to place in stores or buy overall for their assortments. When the sizing isn't standardized that skews things so their buying in the future won't be accurate to what people want to buy.

Anyway, none of it helps if they don't pay attention to their customer feedback.

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