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Nordstrom return issue

JAileen

Veteran

I bought a couple of belts that ultimately didn’t work for me. I returned them in the same package they came together in. I was credited for the return of one, but not the other one. I called customer service and the woman said I would be credited in a few days. After a few days, I called back, and another representative told me I had to wait for ten business days. This is very aggravating. First, why is crediting me for one item in a package but not both considered normal? Second, since they were the ones who screwed up, why should I have to wait so long? Have any of you had issues like this? For a company that prides itself on customer service, this shows how little service they actually provide.

ETA: Nordstrom just sent me a satisfaction survey. I really let them have it.

Shopping

23 replies

Latest reply was from Aquamarine

Janet

(website)

Veteran

Oh no! That’s not good. Amazon did that to me once. But it was on a $12 item so not a huge issue. Still, not cool at all, and I expect better from Nordstrom. I’m glad I can make returns at the Rack — that avoids these issues. I hope they come through for you.

catherine

Veteran

Nordstrom customer service has definitely gone downhill, in my opinion. Macy’s, on the other hand, has been fantastic.
The “ten days” is pretty bizarre, don’t you think? I wonder what the rationale is for that.

JAileen

Veteran

Janet, thank you. I’m not sure whether I can return to the Rack or not. I should look into that.

Catherine, they said ten business days, which puts it at 7/21, I think. I mailed the package in late June. It’s very annoying. I love Macy’s! Right now I’m wearing my heatwave uniform: shorts and a sleeveless top, both from Macy’s.

Jaime

(website)

Veteran

Sorry to hear. Sounds so arbitrary - hope it is resolved soon.

Anonymous

JAileen, ask at your Rack. My rack let me know that they would be happy to take returns even when Nordstrom was saying "no".

JAileen

Veteran

Jaime, thank you, I don’t understand them. In the survey, I said I had told several people about my dissatisfaction - bad PR. Maybe they don’t care about that.

Joy, thank you. I should go over to the Rack, but I haven’t been to any stores lately.

Suzanne (ambergreen)

Veteran

Doing Nordy returns at my nearest Rack is completely normal for them. 100% easy. They are way closer to me than the "real" Nordy stores we have, though those aren't *super* far.

And I was surprised when some of my NAS items said I could just pick them up there the next day instead of waiting for shipping! Never saw that option before, and it's been great to get things and decide on them FAST without the whole package-on-doorstep thing and all the cardboard or even individual plastic bags around every item.

Of course, some things did/still do have to be shipped.

I usually find the customer service to be pretty good, though I had something after the 2020 NAS sort of like what happened to you. I had a terrible time getting both copies (2 sizes) of a dress return credited. As I remember, it took many calls and a couple of months. But nobody gave me grief or said there was any kind of waiting policy. Our mileage may vary, I suppose!

Joyce B

Veteran

JAileen, did they give you a ticket number for your inquiry?
While it is possible that CS wanted to wait 10 days so that everything clears in the system, that makes no sense because both belts were in the same order and were returned in the same package. That makes me think they did not want to or know how to deal with the issue.
Please call and ask for a supervisor but be sure to have time as the wait may be long. The supervisor is your best shot. I would not wait any longer. Please also make sure to tell them from the beginning that you are a long time customer of the store.
Do you have the package tracking number? That may help employees track down where the mistake happened.
If the supervisor does not work out (most of the time they fix the problem)
then you would have to complain with the credit card but if it is from the same store I am not dure how supportive they would be.
Best of luck, insist and persist because you are right. Let us know how it goes.

Angie

(website)

Fashion Stylist

SOOO frustrating, JAileen!

I'm glad you could voice your concerns on a survey. Hope you are credited fast.

I continue to get the best Nordstrom service at the Seattle flagship because of the SA's I've been working with for 16 years! And they know me there.

But I do not get good service at the Nordstroms at the mall in Belle Square. At least - not the service I have come to expect. It was embarrassing to be there with my clients the last few months! Very short staffed, and many SA's disinterested in helping out. Not efficient either. I HOPE things improve...

Firecracker (Sharan)

Veteran

Thanks for sharing your experience. I hope it does work out. I was finding it very convenient to return Nordstrom online purchases at my nearby Rack. . . until they started charging for parking in the open lot outside the store! I actually drove 12 miles to a suburb north of us to make a return a couple of days ago. Grrr.

JAileen

Veteran

Suzanne, thank you for sharing. I used to return to the Rack, then they stopped allowing it a few years ago, and our nearest Nordstrom is about 100 miles away, over a mountain pass. So I’ve gotten in the habit of mailing things back.

Joyce, thank you. Your suggestion sounds excellent. I’ll give it a try tomorrow.

Angie, I bet when you go into the “Mother Ship” the SAs must really enjoy working with you - you’re so positive and friendly. Those at the other store are idiots!

Sharan, I can’t believe they make you pay for parking! When I go to the library, my branch is the downtown one. A few years ago they put in new parking meters that don’t accept cash. I used to be able to dash in and get my holds for ten cents. So I switched to another branch until the downtown one opened a drive up window on the alley. In fact, I just went there this morning.

Angie

(website)

Fashion Stylist

Oh my word, you made me laugh!

Janet

(website)

Veteran

Janet, a little tangent, but since you mentioned the library... our nearest mall has steadily been losing tenants and closing stores over the last few years; however, they opened a lovely big library branch IN the mall! So I don't need to go to downtown Annapolis if I don't feel like dealing with the main drag into town (although we have a beautiful new LEED-certified library building now). The mall library is super convenient. Seems like I mostly go to the mall now for either that, the Apple store, or to get my car detailed (best deal in town is in the mall garage!).

JAileen

Veteran

Janet, my other nearby branch is actually in a shopping mall. One of the main anchors is a grocery store. I would combine my library visit with grocery shopping. Then they closed the mall entrance to the grocery store. It was infuriating and also mystifying. I like the drive thru of the downtown branch. I’ve ridden my bike there, walked there, and taken my dogs. The people enjoy seeing them, and sometimes give them treats.

Anonymous

I don’t like to see Nordstrom getting beat up. I truly believe they are doing their best under difficult circumstances that have resulted from the pandemic, i.e., staff shortages, supply-chain issues, etc. The employees at my local Rack all look shell-shocked and exhausted, probably because they’re working their fingers to the bone keeping things going. The retail world is challenging to work in even in normal conditions, and right now I think we should give them a break and the benefit of patience and forbearance.

JAileen

Veteran

Xtabay, in this instance they deserve getting beat up. I had two items I returned in one package, same as they had come in, and I was credited for only one of the items. It sort of sounds like stealing to me.

Anonymous

They’re a reputable retailer. Don’t you think it was possibly a mistake? Accusing them of stealing and calling their employees idiots seems way too harsh IMHO.

JAileen

Veteran

No

Anonymous

Um, okay. Well, good luck with the return, and hopefully, you will shop elsewhere now.

catherine

Veteran

I do think that the people working retail on the sales floor are having a difficult time, but this doesn’t seem to be the issue here at all.
I’m not sure where “Customer Service” is for Nordstrom, but it is definitely not with the sales associates on the floor. It sounds like you properly elevated your concern to someone who should have been able to immediately solve the problem and chose not to.
I have no idea why, because losing customers is a bad move for a struggling company like Nordstrom.

JAileen

Veteran

Catherine, I called again yesterday (the third time!), and the person said she would “push the refund”. I didn’t get any official notification until this morning. I really thought this was ridiculous, given that both items were in the same package. It reminded me of Maya Angelou: “When people show you who they are, believe them the first time.” I was seriously thinking of never shopping at Nordstrom again. I will be very cautious from now on. The cost of this lesson was about $50.

Staysfit

Veteran

The online return policy has been changed and does say it can take up to 10-14 days to process and another 5-7 days to receive a credit for mailed in returns. In person returns may take 5-7 days to receive a credit. I have had this experience before and have found that they do not process all returns that were mailed in the same box at the same time. I usually wait the full two weeks before calling them. If I want a quicker result I return to the local Rack.

Aquamarine

Veteran

Yikes…I’ve only had positive experiences with Nordstrom returns, but I’m a little wary this NAS since I’ve purchased and returned quite a few items so far and I know retail is struggling without enough help…we’ll see how it works out.