NAS: what would you do? - YouLookFab Forum

I was hoping some of you ladies might be able to give me some advice. I had a less-than-stellar experience at Nordstrom last week, and it still bothers me. I'm not sure what to do (or whether to do anything).

Two weeks ago, I went to Nordstrom to get a new bra or two. I found two I liked--a Wacoal and a Freya. The saleswoman assured me, more than once, that the Wacoal would be on sale at the anniversary sale, and the Freya would not. She also asked me to sign up for a preselection appointment with her. Before signing up I asked her--more than once--if I would have to come back to get my merchandise after pre-selecting, and she assured me that I would be able to take it all home with me on the day of my appointment. I end up buying the Freya, since she said it wouldn't be on sale, and leaving the Wacoal, figuring I will buy it during NAS.

A week goes by and I go to my appointment. The first thing she asks me is if I am a cardholder. When I tell her I'm not she tells me that I won't be able to take my merchandise home and will have to come back when the sale officially starts. She also says that I can't put any items on hold. I point out that this is contrary to what she originally told me, and she apologizes.

Then she pulls a bunch of anniversary sale bras for me, and guess which bra is in there? The Freya bra that I bought the week before--the one she said wouldn't be on sale. I look for the Wacoal, and it is NOT part of the sale. I tell the salesperson that the Freya is on sale, and she had told me it wouldn't be, which is why I bought it the week before (and I was actually wearing it that day). I ask if there is any way I can get a price adjustment on the Freya, and she says no, because by the time the sale comes around, it will be past the 14 day price adjustment period.

Needless to say, I wasn't very happy with my experience. I felt that I wasted my time in going to the preselection, since I couldn't take anything home and had been planning on going Friday morning anyway. And I ended up spending more than I would have because she told me that Freya bra would not have been on sale. So the question is, should I do anything about this? She wasn't helpful at all, and when I go back I certainly won't use her as a salesperson. But other than that, should I complain to a manager (and perhaps try to get the price adjustment on that bra)? I hate getting someone in trouble at their job, but I feel like my complaints are pretty legitimate. What would you do?

16 years ago

chewyspaghetti

Veteran

I'd file a complaint.

Kristen

(website)

I would talk to the manager, definitely. And explain it just as you have here; you asked several times for clarification on what to buy when, and she gave you the wrong info. Nordies is so well-known for their customer service, I would be shocked if they didn't respond to you.

Antje

I agree with Kristen. Your experience is really unfortunate, but I would treat it as an exception to the usually stellar customer service, and raise this with the manager (ideally in person) and explain things just like you described them here in this post.

Maya

I would also complain. I'm someone who utterly hates confrontation and complaining, but if I know I am being screwed out of the service I deserve, I will say something. It sounds pretty obvious that this woman made a mistake and was then unwilling to correct it, which is just very bad service, and that is not something that is common with Nordies.

Angie

Fashion Stylist

I’m sorry, Steph. Rotten luck. But thanks for sharing your story.

It has become obvious from everyone’s experiences that each Nordstrom operates differently when it comes to who can preselect and who can’t. At the flagship downtown here in Seattle they are VERY strict and it is by invitation only (cardholders only). Also, your sales rep needs to be on the ball with the ins and outs of the sale regulations. It sounds like your sales assistant was inexperienced which is unfortunate. She led you to believe the incorrect modus operandi.

As far as I know, if you preselect you are not allowed to bring home merchandise until a few days before the start of the sale. It even says so on the official invitation (this year, it was 15th July). I have never been allowed to take my goods home straight away either. I shall receive them tomorrow though.

That being said, I would have a word with the head of the lingerie department of that store (the sales reps boss). You need to clear your head about this incident and the sales rep needs to get her facts straight and NOT lead you up the garden path. Hopefully, Nordies will make it up to you in some way. For the most part, no one beats them when it comes to customer service. And a competent sales assistant really helps at NAS time.

How do you feel now, Steph?

elpgal

I am sorry. If they refuse to help, is it possible to buy another bra at its reduced price and return it using the old receipt.

taylor

Oh that is awful:(
Usually ,and Angie can confirm, or not. You "reserve" the items and purchase at the sale price. You can either pick them up 3 days prior to the sale , or have them shipped. That is how my Nordies works. Also you do not need to be a card holder (my friend is not) and my sales person was the YOUNG guy who always sells me my shoes.

It is so disappointing when you are all fired up for something and the wind is just taken out of your sail like that.:(

When you file your complaint, ask them exactly HOW this Nordies handles this sale...for future info:)

shiny

I would go to the Nordie's site, find the feedback link (an email address where you can log feedback, suggestions, complaints), and send them a link to your post here.

I'm in marketing and these days it's all about social networking such as communities like YLF. Your post here is going to be read by hundreds of target customers and I will assure you that Nordie's, if they are smart, will follow up, do you right, so you can re-post here and tell us they did so.

And if they do correct this error, please be sure you do post here and tell us!

shana

Please do speak to a manager. Like others have said, Nordstrom prides itself on its customer service and I cannot imagine that they would not do something to correct this situation.

If all else fails, there is always the consumerist (or twitter!).

Steph

Thanks for all of the advice! I wanted to make sure I wasn't being silly for being irritated by my most recent visit, so the advice really helps. I think I am either going to talk to a manager or follow Shiny's suggestion of sending the e-mail. My only reluctance about talking to a manager is that I don't want to bother them right before, or during, the sale. I'm sure they have their plates full. So I think I'll either wait until the sale is over, or just send the e-mail.

And I agree--I usually get very good customer service at Nordstrom. When I got home and told my boyfriend the story the first thing he said was "not the famous Nordstrom customer service!"

Elpgal--the same thought crossed my mind, but I'm not even sure I still have the receipt. It was the only thing I bought that day, and when I took the tags off and started wearing it, it didn't seem I would need the receipt anymore.

speedracer2002

Active Member

Hi there,
I'm new to the forum but I wanted to post a reply. You should DEFINITELY speak to a manager. Nordstrom prides themselves on their customer service. A few months ago, I was in the store and saw that a pair of pants that I had purchased were $70 cheaper! I actually had purchased the pants 4 weeks earlier. I didn't even have the pants with me and the sales associate still gave me a credit on my Nordstrom account. (They can look up the purchase if you purchased with a credit card.) You can also mention to them that you are a loyal customer and I'm sure they will be willing to give you the credit. Good luck!

carissa

Steph,

So sorry for the bad experience.

Sounds like you just have a brand new sales associate. Simply go to the customer service counter and ask for a price adjustment, you may tell them the story as well.

I've been an NAS shopper for years and you can't take the merchandise home pre-sale. That's why I think the sales girl was inexperienced.

Keep us posted.

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