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Interesting situation with NAS returns

JAileen

Veteran

I bought a ton of stuff, thought about it, and returned quite a lot. The last two boxes contained several leather jackets, a band jacket, a coat, and two handbags. The handbags were by themselves in the second box. (I couldn't print out the return for the handbag on my account, because it showed it hadn't arrived yet!)

Two days ago I got emails showing the multiple returns. Everything was credited back properly except one of the handbags. I called customer service and asked about it. The CS rep took notes and basically said it was my fault because the shipping label was from the wrong order.

This morning I got an email survey about my CS experience. I noted my frustration. I mean, come on. Two items in a box and you couldn't figure out that they were both from the same person? An hour after completing the survey I was finally credited for the other handbag.

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24 replies

Latest reply was from MISSPRINT

AviaMariah

Veteran

That's too bad. I've had that happen and customer service has immediately credited my account when I've called.

Jenava

(website)

Veteran

I just messaged them with a price adjustment request that they won't honor. I'm just going to return the item and re-order it at the lower price. for pete's sake, just give me the damn credit so neither of us has to hassle with it. But they stood firm. Lame.

Anonymous

It gets worse.
I discovered two almost identical charges with a difference of a penny and one day on my visa card and when I called about it was told that their policy is to hold the amount you're charging to be sure it's there and then charge you AGAIN when they ship the items. Within "a few days" the "held" charge should be credited. When I asked why they don't just keep the amount they're "holding" the agent said "that's a good question. You should ask."

It was a real turn off.

Anonymous

I have never had that happen, Isabel. Is that something new? Because that just would not work for me.

JAileen

Veteran

AM, this was the first time I haven't had a really good experience with a CS rep.

Jenava, maybe they thought your size or color was out. I agree with you that it's a stupid waste.

Isabel, I wonder if this is why on several occasions we've received fraud alerts on Nordstrom purchases.

Sterlng, I wasn't aware of it, either.

Anonymous

I imagine it must be new as it's never happened to me either, although it was purely coincidental that I was reviewing my charges so it could have happened before and I didn't notice.

The extra charge did in fact fade away, but I pay my credit balance in full every month and I wondered what would have happened if I had made the purchase on the eve of my payment due date.

smicheller

Jenava, I had the same experience as you.

Thank you for posting on their FB page. I bought a jacket at regular price (since they didn't have my size during the NAS) on 8/15 and received it in the mail on 8/19. Since it dropped again today, I asked for a price adjustment via chat, and was shocked when they denied me. In the past, I have asked for price adjustments well past their 14 day policy, and they always honored it, no questions asked. This time they said they couldn't make an exception. For TWO WHOLE DAYS past the window?!?! I really couldn't believe it. I thought it was just me, but it sounds like this is an unfortunate trend. I posted my experience on their Instagram page. I also sent an email, but haven't heard back.

gryffin

Veteran

This is totally stupid on their part. If the item is in stock in your size at the lower price, and it's sufficient to make you want to reorder, it would cost them must more to have to charge/credit/resend. If the item is not in stock in your size then they are within their right to stand firm and you are out of luck. I have only requested a price adjustment when I had ordered, the price dropped, I had not even received the item yet, and they did it with no issue. But that was a couple of years ago. Sounds like changes have take place in CS.

Tanya

Veteran

I have also had the same experience as Isabel with Nordstrom charges, multiple times. It pretty much always happens if you ordered multiple items that get shipped separately - they first hold the total amount, then charge you each individual amount as those items ship. Eventually the first hold gets released, but it annoys me to no end.

JAileen

Veteran

Smicheller, Gryffin, I wonder if Nordstrom is subtly pulling back from their beloved customer service. I heard that they are one of the few brick and mortar stores making a profit. For me, my experience left a bad taste in my mouth.

Tanya, my husband has wondered why a Nordstrom order causes the credit card fraud alerts when orders from other stores don't. I really have to wonder if it's worth ordering from them. I feel like I live in a retail desert, but that's not really true. We have Macy's and Dillards, and some smaller stores like Talbots and Loft. I'll have to think about this.

Anonymous

JAileen, I agree, Nordstrom's customer service was the gold standard for a long time. While they've slipped, Bloomingdales has very much improved so maybe it's cyclical.

Re the price adjustments. This seems like a courtesy policy designed to keep customers from feeling taken advantage of when they buy an item that goes on sale the week after.

Once the item leaves the store there's no practical way for them to know if it's still truly new, as in labels attached and unworn, and therefore truly comparable to on the shelf stock now being offered at sale price. Two weeks for a price adjustment seems reasonable.

I just sent back two untouched items that I reordered for the better price, it's a little annoying but at least I get the better price!

Anonymous

Excellent explanation, Isabel. Thank you for explaining it.

smicheller

Isabel, I agree, I've always had good luck with Bloomingdales customer service. Although I rarely return with them, I like their online return process better, as they use UPS rather than USPS, and I feel like my returns are easier to track.

smicheller

Madewell is another store that has GREAT customer service. They are very lenient with price adjustments, and returning is always easy.

gryffin

Veteran

Also FYI 2 years ago NAS was out of stock from an EF merino tunic. Neiman Marcus had it but preorder and not much higher. I actually got it later on NAS but the NM rep who cancelled my order would have honored the sale price. I thought that was impressive since they it's a presale for fall. NM has continued to have very impressive cs imho

greycat6

Veteran

My Nordstrom price adjustment story is similar to everyone's here except with a happier ending.

Earlier this week, I online chatted with customer service and requested adjustments for the items I purchased online. I was denied because purchases were outside the 14 day window.

Today, I packed up the NAS items that had been purchased in store and online and had dropped below the price I paid, were still in stock in my size and still had tags on (pretty much every item I purchased except shoes). I went to my local store, which wasn't busy, and asked for adjustments. The sales clerk said she wasn't authorized to give them but offered to get the department manager. The department manager told me that they would adjust prices for items purchased in August but no earlier. I told him I would like to return all the items so I could purchase online at lower price. He asked me if I could wait while he went to 'go check'. Upon his return he did the price adjustments. We both agreed that returning the items only to repurchase online would be silly.

I'm very grateful for Nordstrom's stellar customer service and that the employees still have leeway to do what they need to make the customer happy.

Beth

Veteran

Interesting. I was also (for the first time ever) denied a price adjustment this week on autumn items that were still in stock in my size. The CS rep cited the 14 day rule.

So I promptly reordered the item and am making a return on the higher priced piece. Absurd. Nordstrom has had my undying love for decades, but this is frustrating and gives me a bad taste.

smicheller

Greycat6, I'm so glad they did that for you! I find it's easier to talk to someone person than via chat or email or phone!

Beth, I did the same thing! Mostly in spite! I feel the same way... I will think twice about buying so much the next NAS!

3style

Veteran

As far as the double charges which then clear. I have noticed that Amazon does this frequently on the Amazon store dedicated charge card. But this always manages to get straightened out by the payment due date. I think that if it is sending up fraud alerts and risk of needing to actually pay twice on other charge counts, then it might be worth getting a Nordstrom card because I think that it would likely always get straightened out by the due date. Also with the Amazon card it lists the exact items rather than a generic "Amazon charge" and I find it helpful since we order anything from home hardware to vitamins from them.

Angie

(website)

Fashion Stylist

Nordies doesn't seem to train its new staff as well as it used to. *SIGH*.

a Zarling

I had this happen once as well. So frustrating!

Thistle

Veteran

Interesting. I've had this happen before with Amazon of all places, and I used their messenger system to get it sorted.

Very strange with Nordies, though. It's one of the reasons we love them is their CS!

unfrumped

Veteran

Since they’re so often not including an invoice & return label anymore, I’ve almost started ordering every item separately and returning with single return slips as well. I hate the multiple boxes but they’re using more bags, anyway.
I used to return items from different orders in one box, carefully tagged, but got worried that “ someone” would not be able to sort things out.

MISSPRINT

It's so bad. I understand your frustration because it happens often. But It has never happened to me.