Just how spectacular is Nordies customer service?

Maya

I'm about to find out. But before I make a fool of myself:

Do you think they will take a pair of used (twice) shoes, that I bought 2 or 3 months ago, without a receipt? I'm totally willing to accept an exchange...but man, it seems like a stretch, even for Nordstrom. I'll look for the receipt if that helps...

I'm a little strapped right now as I wait for my first paycheck to clear, and these really hurt unfortunately (it's a pair of ankle boots that I can't seem to find anymore).

15 years ago

Shopping

9 replies

Latest reply was from annagybe

Mamapicklejuice

Veteran

Yes. Without question.

15 years ago

marianna

Veteran

Maya, yes they will take them back. The shoe box has a little sticker on it that acts as your receipt. I've done this very many times because it is so hard to find comfy shoes. Just tell them that they hurt your feet and they are unwearable and they will take care of you, no questions asked.

15 years ago

Angie

(website)

Fashion Stylist

Nordies will accept them back with a smile. I'll put my head on a block that they will do exactly what Marianna says. Return them is stores though.

15 years ago

agrace

Active Member

Maya, an alternative would be to sell them on ebay. I don't know the brand of your shoes but ankle boots and trendier shoes seem to do really well on there.

Off topic slightly, but Nordstroms fascinates me. As a retailer, I simply do not see how they can have such a lenient return policy. How do they ever really know what their profit is if at anytime anyone may return anything? I have gotten to where I feel 90 days is lenient, only b/c I'm sure the retailer needs to 'lock down' how much they are making/ not making. I don't get how Nordies can afford to do this? Anyone know?

Even if they have a '100 % satisfaction guaranteed' policy, isn't that a huge risk as everyone's 'satisfaction' is going to be so different.

15 years ago

Kristen

(website)

Veteran

agrace, I believe Marianna found a store recently, owned by Nordies, in which they sell the returned clothes. It's almost like a thrift store, from what I remember reading. I actually think that's genius of them; they still sell the items even at drastically reduced prices, and they get to continue to draw in customers in their real stores on their stellar customer service rep. Win-win!

15 years ago

wilson

Active Member

My only idea about that Agrace is that with such a customer focused policy they get loyalty in return, people turning to them first because its not as big of a risk for them. I have no idea how they can project their true profit at any given time other than maybe it all plays out as a percentage year after year. I think someone recently talked about a Nordstrom "thrift" store where they sell their high end return items. Maybe that helps a little bit too. I believe when you project trust and other good things it comes back at you so maybe its some type of divine mystery Nordstrom has tapped into!

15 years ago

marianna

Veteran

Kristen is right -- there is a store in Phoenix, AZ called Last Chance. Nordstrom sends all their returns there. It looks like a Nordstrom Rack, except everything is used. It is an unbelievable store... tons and tons of high-end used items. People have no shame when they return stuff to Nordstrom... I saw a Marc Jacobs handbag with denim stains on it, a pair of very well worn Fidji shoes, etc. You get the idea. It's like the thrift store of Nordstrom. Last Chance accepts no returns though -- so the return process ends here.

15 years ago

agrace

Active Member

I just kind of feel for Nordies, but that's quite silly as obviously it's working for them. I remember when Banana Republic used to be that way - you could return anything even if it was years old. It eventually had to change. I am amazed that even in this economy Nordies and Lands End and other stores that do things this way stand by it.

I did once ask a BR sales person why their return time is now so much shorter (30 days) as compared to a store like Nordstroms and they said if you compare the frequency that BR has sales to a place like Nordstroms - BR has coupons almost every day of the week and massive clearance at end of season. Nordstroms does seem to charge more and does not have the coupons or extensive clearance so maybe that is a part of it: higher prices but incredible customer service = loyal customers willing to pay a bit more for the guarantee....

15 years ago

annagybe

(website)

Veteran

Last month I returned a pair of shoes that started falling apart after the second wearing. I was in another store and bought some very expensive shoes so I could actually wear something. Don't have a shoe emergency at Neiman Marcus.
I took the shoes back to Nordstrom. No box, no receipt and actually bought at a different Nordies with my debit card. The shoes were current season though.
It is easier for them to look up the purchase with a Nordstrom card. But the were able to look it up, and returned it no issue.
I've also returned make-up that gave me an allergic reaction with no box and no receipt.

Anna

15 years ago

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