Paying more at Nordie's bc of customer care? - YouLookFab Forum

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Paying more at Nordie's bc of customer care?

gradfashionista

(website)

Veteran

I am wondering how much YLFers value Nordstrom's customer care policy when it comes to paying more for an item that they could obtain cheaper elsewhere. Generally, I am happy to spend a bit more at Nordstrom's because of their excellent customer service and return policy. While browsing for shoes on Farfetch, I noticed that the same pair that was being sold at Nordie's and other similar retail locations in the US for $995 plus tax could be found on Farfetch in the $740-770 range. With taxes, that amounts to around a $350 difference (!). Would you feel more comfortable purchasing the cheaper item, saving a significant amount, but not being able to return or complain if there's a fluke in the purchase? Or would you say, if I'm spending that much, I want an "insurance policy" to back up purchase, and that insurance is worth the price difference? Just curious.

Shopping

16 replies

Latest reply was from Firecracker (Sharan)

retailgirl

Veteran

Nordstrom will price match. Not sure of the conditions, restrictions, etc. in fact, sometimes you will see items on their site that are reduced to meet another retailers' ( lower) price.

gradfashionista

(website)

Veteran

They will for U.S. based retailers, but not for international websites like Farfetch, Matches, etc.

Anonymous

I emailed Nordstrom CS a few days ago requesting a return authorization form, and have heard nothing in reply. You've just reminded me to follow up by phone - which of course sets me off ....it being less convenient to do it that way. So, my first experience with Nord's customer service has not been optimal.

trekkiegirl

Veteran

I don't know anything about Nordstrom cs, but hubby and I will often pay more for all kinds of things based on good cs. Mostly because it is getting less and less common, and our thought is if we want to keep patronizing a vendor, we'd prefer to have less stress in our lives as that is something literally invaluable to us.

annagybe

(website)

Veteran

Um, you know unlimited returns, cost money in one way or another.
I always find shoes cheaper on other sites beside Zappos.
I really don't think this has to do with customer service. Corporations exist to make money and satisfy shareholders.
I once bought a pair of Givenchy boots on super sale from SSense, because they had the colorway I wanted. I did research. I asked my local shoe person from my local Barneys about the fit and given my high arch. She thought they'd work. I go them and could not zip them up. It cost over $50 in postage and insurance to mail them back to Canada. So, never again.

ETA I now basically buy shoes in brick and mortar stores. I can try them on, see if they work or not. But returning things by mail with my schedule is a huge hassle.

Classically Casual

Veteran

On a related topic I learned something about price adjustments. For Christmas I bought DH 2 sweaters from Nordies...the first online, and second in a store.
The very day after Christmas they both went on sale. I called the 800 number and they happily adjusted the price of the online purchase. For the other one, they said I had to call the store. The store held firm on the 14 day time limit, and declined to make a price adjustment. (I missed it by a few days.)

The takeaway for me was not to buy men's sweaters until after Christmas, or maybe only online. I do understand that they have overhead and need to pay commissions, but I think putting almost all the men's sweaters on sale the day after Christmas deserves some rethinking...

Mary Beth (formerly LBD)

(website)

Veteran

When you're talking about shoes that are more than $100, I absolutely have to go in and try them on, in person. In your case, I would do this at Nordstrom, and if I really liked the shoes, I would ask Nordstrom to price match. Store policies change all the time, and who knows? You might find they are willing to match Farfetch.

The price difference you're talking about is $250. That's not chump change. If you've tried on the actual shoes, and want to order the same pair from Farfetch because Nordstrom declines to match after you ask... then that's what I would do. Nordstrom either wants a $750 sale, or they don't.

gradfashionista

(website)

Veteran

I chatted with a CS and she said that Nordie's doesn't price match. Nordie's is unique of all the major retailers in its willingness to accept a return at any time, even if the item has been worn. The random stories about heels breaking or snapping make me appreciate this policy in particular, though I haven't seen that to be the case with Valentino.

annagybe

(website)

Veteran

Nordie's does price match with some retailers though. I've gotten matches with Saks Fifth Avenue and Bloomingdales. In fact I've noticed in store they have signs on certain collections saying the price is lowered to match another retailer for a limited time.
Barneys doesn't price match at all.

gradfashionista

(website)

Veteran

They'll price match any major American retailer. Saks will also price match any American retailer.

annagybe

(website)

Veteran

Basically it boils down to how much of a gambler or risk adverse you are. Only you know your level.

Anonymous

I asked Nordstrom's about price matching on online shoes. They will match if the competitor is offering the same shoe. Your color and size must be available at the competitor site. I will pay more if it helps keep that great customer service.

Laura (rhubarbgirl)

(website)

Veteran

Lisa P, I've always had good luck with the online chat with customer service at Nordstrom. Not sure why they haven't replied to your email, but that might be worth a try.

I have had a few items price matched or price adjusted from Nordstrom, and they're pretty good with that. The return policy is generous but I personally feel like I don't really need it, you know? I remember once, in the middle of losing weight, I found a skirt with the tags still on that was now too big, and took it back, six months or so after I'd bought it. That's the only time I've done that. Generally, I decide about something and take the tags off and I figure I've spent my money, unless a really bad quality issue emerges.

I suppose I appreciate the free shipping and returns but I know it's being built into the price of goods one way or the other.

Eta: there's a larger question here about risk and reward. Both the issue of return policies, and of cost versus convenience. I personally wouldn't want to order shoes online from a place that had restrictive return policies or where the return would cost a lot. (Then again I've never bought thousand dollar shoes either!) I was facing this myself recently when I bought a sweater from J Jill in store and then found that they were having an online only sale and that I could have gotten the sweater for cheaper. But adding in the cost of shipping, I'd have saved about ten bucks, and I'd have to drive back to the mall to return the first sweater. The line where that's worth it is different for everyone, I suppose. I am a total cheapskate, as everyone here knows, but even for me a lot of driving and fuss isn't really worth ten bucks.

kkards

Veteran

gradfashionista, just a gentle nudge to remind you that when you are buying from farfetched you are actually buying from a lot of small boutiques and fartetch is actually just a "store front' for them. i mention this because there are a lot of really negative reviews regarding shipping, many positive as well. so, just one more thing to think about.

gradfashionista

(website)

Veteran

Thanks, kkards, haven't forgotten.
Farfetch does charge for shipping, but it has free returns, and if you are certain an item fits, then the shipping charge (which i incorporate into item pricing) can still be worth it.
I don't live near any big stores, and it takes over an hour using public transportation to get to Nordstrom's. Without a car, I completely rely on online shopping, and am less discriminating about shipping charges to me. I do hate paying for returns, though, so I tend to avoid that scenario, unless the return is close to the fares I would pay in transportation to get to the stores.

Firecracker (Sharan)

Veteran

I am a Nordstrom fan, and I feel I probably spend more money overall buying things there rather than shopping around for the same or similar items. But your question is hard to answer, because I'm not sure I would buy a very expensive item at Nordstrom if they were charging 1/3 more than an online site. The thing is, I can't imagine buying an expensive item without trying it on. And if I'm going to do that, I will usually buy it where I tried it on. If I like it and am willing to spend the money on it, I'm generally not going to go shopping around online for a lower price. I don't like using brick and mortar stores as a dressing room for another service. That said, it's when I'm NOT willing to spend that amount that I do start shopping around online and looking at eBay. And then I usually don't end up buying the item, because I'm very risk averse when it comes to final sales, unknown sellers, expensive returns and the like.