Taking advantage of return policies?

I have a quandary, and I'd love your feedback. I recently placed a large (for me) order from Nordstrom and was quite pleased with almost all of the items I received. But, now 3 problems have emerged:

1) Kut from the Kloth white jeans. I had them hemmed to fit, and while I was at the tailor's today, trying them on, one of the metal grommets fell off and can't be repaired. Granted, it probably wouldn't show that much, but there's a hole right on the pocket. But, the jeans are already hemmed, so they couldn't be resold. I feel like the grommet shouldn't have fallen off, especially since they haven't been worn or even washed (which, thinking of it, was probably silly anyway - to get them hemmed without washing).

2) West Kei tunic. Loved this as soon as I got it. I wore it once, washed in cold on the delicate cycle (per label instructions). I put it on to wear today, and there's a pretty large hole on the left shoulder. This is not really Nordstroms fault, though I would think that it's reasonable to expect clothes not to rip unless put under duress. Still, they couldn't resell it, and again, not really their fault.

3) Black ballet flats. My feet generally are not picky, and I liked and found these flats comfortable right out of the box. I wore them for a day, and it turns out that after about 3 hours of wear (and not even lots of walking, mostly sitting), they start to pinch and become uncomfortable. I have 3-hour shoes, but they're pumps, not flats, and I don't really want 3-hour flats. I want 8-hour flats. But, again, I wore them, and I feel like it's my fault for not wearing them for a full day inside to test them out.

I feel like returning any of these items is taking advantage of Nordstrom's return policy. At the same time, I can't help but feel disappointed because I've wasted what is, for me, a lot of money, and none of the items, except the shoes, can be worn after one - or no wear. What do you think?

15 years ago

Polly (thunalata)

Veteran

I think the first two items are faulty and should be returned - they shouldn't have to be in a resaleable condition because they were faulty (just as you'd return an electrical item that broke the second time you used it). Shoes are a bit trickier and I'd feel less comfortable returning, but I've heard such wonderful things about the Nordstrom return policy and you have to assume they know what they're doing. A satisfied customer returns and spends more money with them so they win in the long run.

(website)

FWIW I think that jeans professionally hemmed can still get put out for sale at the discount stores like Marshall's or the Rack. I would not return the shoes personally.

chewyspaghetti

I don't think that it's taking advantage to return items that have not held up- and to me that includes not holding up to washing, normal wear or comfort. Don't feel bad for Nordstrom's for returning them, they have a store in Arizona where they sell off these types of returns.

Queen Mum

You need to return the jeans and the tunic. Yes, it's not Nordstrom's fault, but they are stocking and selling the merchandise so they need to stand behind it. Return guilt free.

The shoes are a bit trickier.... I tend to think like you in this instance, but there are going to be plenty of gals here who tell you to return them without apology. This, they would say, falls into the category of "if you are not satisfied for any reason" Since they were comfy out of the box, you did wear them in good faith... that is a bit different than having worn them hoping that that little rubbing spot won't bother you much.

rae

IMO, it's their decision on whether or not to take the things back -- and really, it might be good to at least try, so that they are aware that they are stocking faulty merchandise. Maybe if Nordies takes a hit taking back poor-quality items, then the repercussions will filter back to the manufacturers, and then maybe we will have better quality offerings next season... okay, I may be dreaming, but the point of my story is to go for the returns!

Angie

Fashion Stylist

I would take the whole lot back asap.

Janet

I agree with Angie. Nordstrom is renowned for their customer service and generous return policy. They want their customers to be happy.

Re: the shoes, is there any chance the pinching might be something solved by a stretching by a shoe repair shop? I have two pairs of shoes in the trunk of my car that have a bit of this problem (mostly on one foot, as my feet are two different sizes), and I'm going to try to have them stretched.

SW Ann

I would return it all. It is up to them to decide if they won't accept the shoes, but I expect that they will. The good will engendered will pay off, as you will continue to feel comfortable buying from them. They have a great reputation for "best customer service" for a reason.....

biscuitsmom

Absolutely return all! It's not Nordie's fault, true, but its *not* yours either! They can resell, and are much more able to absorb any loss (if there is one) than the customer is! You should have no problem -and no guilt either:)

Beth

I'd definitely return the jeans and the tunic as they were faulty. I wouldn't return the shoes as they weren't faulty and Nordstrom doesn't guarantee comfortable shoes:)

crwilson

Okay, I'm going to return the jeans and the tunic but not the shoes. That will make me feel less guilty because, as Beth says, they don't guarantee comfortable shoes. They do, however, I think guarantee clothes that will hold up to normal wear. I'd be perfectly happy if they just repaired the grommet on the jeans and sent them back to me, since they're hemmed at the perfect length now.

Thank you for all of the feedback; I tend not to return things when I really should, so I needed the reassurance.

There are definitely differing opinions on the subject, and I don't think there's one right answer other than to do what feels comfortable to you:)

I like Janet's idea. Any chance a cobbler could stretch them for you?

MNsara

Maybe Marianna could chime in, or maybe someone here knows, but when you return something that is defective, I thought it's often sent back to the manufacturer and the retailer receives a credit/refund.

The retailer should know which brands are a problem, and the manufacturer should find out they have a quality problem. This only happens when the customer speaks up by returning defective merchandise.

I hope you return the clothing items. The shoes I'd at least go back and discuss with them. They might have some of those cobbler tricks they could offer you. . .

Jenna S.

Active Member

I don't believe anyone should ever feel guilty for taking advantage of a return policy. I worked in retail for several years, and though Nordstrom's may be a little different, those policies are in place for credibility reasons. Mistakes happen, and if a store sells a problematic item, the way they regain their credibility with you is by allowing you to return it. In the case of "defective" merchandise (and as a customer, defective is really the magic word to use here), it is processed and sent back to the company, so whether or not something can be resold is not always the issue. I also have a habit of returning any garment I've bought that I don't wear within about a month (I leave the tags on until I actually wear it).

And if you find you can't return an item that you don't prefer but is still in "like new" condition, like the flats, there's always eBay and consignment stores, though you'll only get back a percentage of what you paid. It never hurts to try to return something! Worst come, the store says no.

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