And Now, For Something Completely Different--A Complaint About Nordstroms

I called Nordstroms at Short Hills to figure out what size Uggs I
should purchase seeing as though the website did not offer half sizes.
Well the manager of Women's Shoes (Melissa - dont know her last name)
told me the size and encouraged me to place the order with her from
the warehouse and Id receive it 3 days later. She also said I can call
anytime to track where it is. Well 5 days and several calls later I
was either told Id be called back which I never was or that the order
can not be found in DHL. I finally spoke to a nice young man named
Ralph who placed the order again with free overnight service. Well 3
days later and a charge to my account for the boots, you guessed it -
no boots. I called again and got rude Melissa who put me through to
DHL several times though I was always disconnected. She finally spoke
to me with an attitude saying she didnt know when my refund would put
the money in my account (i asked for a refund). I asked her how I
would know when and she starts speaking over me then hung up! I paid
189 dollars for a pair of Uggs from Nordstroms so to be treated like
this is appaling. Im still waiting and will put in a complaint.
Advice: find out who youre talking to when you call them and you
probably shouldnt bother phone ordering with them at all.

GET A LIFE!!!!

get a life!

I am not surprised to witness this letter being written by a Nordstrom
customer, not in the least. I work for N myself, and have worked there
for a year to support myself in a stage of transition. There are the
days in which I do love to provide excellent customer service just
because it does help brighten someone's day...and then there are the
days where I have to deal with customers similar to you. Nordstrom has
an excellent 'philosophy' on customer service so-to-speak, however it
also spoils the living heck out of plenty of customers. They come to
believe that they are entitled to be as demanding as possible, because
we are just drooooooling over the prospect of the money that they can
spend. Whatever. The ignorance of (the majority of) the affluent
ASTOUNDS me. Bras being thrown (probably tossed more than
thrown...i've NEVER known a coworker here to throw ANYTHING at a
customer no matter how irritated they are) "OH WOE IS ME" It is people
like yourself that make retail such an IRRITATING business. If
Nordstrom has done one thing it has motivated me to get out! and go to
college to get an actual career. I am sick of putting up with such
snotnosed attitudes and degrading, insulting,and frustrating demands.
I have put up with A LOT of harrassment by customers, I've been
angered to the edge of my sanity, and yet I continue to come to work
with a smile on my face and a pleasant, helpful disposition. But that
is UNHEALTHY and I can't and WON'T take it anymore.However scarring
your experience is to you, BELIEVE ME when I say mine is a thousand
times worse, AND it's on a daily basis.

OK, I have to ask. How exaclty were you given bad customer service?
An associate threw your bras on a bench? Since when does that
constitute bad customer service? Did she yell at you or call you
names? Did she refuse to help you? If the only traumatic thing
you've ever had happen is that someone threw your bras on a bench,
you're lucky! Besides, they aren't "yours" until after you pay for
them.

Did you tell her that you wanted to keep certain ones? Did you ask
her to hand them to you? She probably doesn't read minds, so just
standing with your arm out is not a good communication tool.

On a side note, I can sympathize with you on the bra issue. I used to
only be able to wear one brand, and they were only sold at one store,
at $40 each. When I moved to MD from CA, I was stuck with 2 bras for
a year or more, until we would go visit relatives in AZ. Now, I can
wear cheaper ones and their not bad either. Are the one you bought
really comfortable?

So with the blinders you have both comveniently placed over your eyes,
I see that you have completely missed my points including the one
where I talk about how I first give respect so that I can get it back.
Don't you think that would include smiling and waiting and being
patient and reasonable? Amazing how you guys choose to read between
the lines when it suits your presumptions of others while not
following through regarding the above. Please imagine the huge
rolling of my eyes.

As I stated before, with my business being customer service, I know
the ends and out. I know the difference between being stressed and
busy and plain not caring. But, Walmart certainly sets a wonderful
example of what not caring is when it comes to their employees.

I'm glad that you have received good customer service. There are many
others who can tell the tale of being on the opposite side.

All this love for a company who makes their employees work off the
clock to avoid ever paying overtime amongst other abuses, it makes me
wonder what is really important to you.

Firstly, after years of back pain, scars, and welts on my back,
shoulders, and upper torso, I won't go any further in explaining why I
cannot get my bras from stores that do not offer high quality. If you
can't understand then simply KMA! I really don't care because you
don't pay my bills. Plus, for the guy to chime in about the bras is
just plain weird...

Now, as far the woman's description, I don't take back anything I have
written. I did not have her name and was not going to call to get it.
She is the only woman there from India in that department. Why do I
know she's from India? Because I have family and best friends from
India. Now, should I have said she's Indian? Which Indian would that
have been indicative of? Native American perhaps? Everyone needs to
stop being so damn hypersensitive about everything. If I had said
that she has darker skin then there would have been a problem with
that. Since when is it RACIST to clinically describe someone as they
are. So if I had said she was white, would that have been racist?
What about if I had described her as a woman of color? What about
Latina? You definitely have some issues that need to be worked out if
you can't understand why I wrote the description in that way.
Everything is not racial!

I have a philosphy which I won't change for anybody. I deserve the
best customer service regardless of where I shop. That is my policy.
You may enjoy someone throwing things at or past you but I don't. As
a business owner, that's how I treat my customers. I don't treat
anyone less for how they look, dress, or sound. I always hope to EARN
everyone's business and expect other businesses to treat me with the
same regard. Whether I spend $5 or $500 the service should always be
the same. I expect for things to be handed to me such as my
merchandise, money, receipts, and my bags. That is just respect. Am
I above the woman herself? No and that's not what I said. I am above
the treatment I received and so should everyone else who has
commented. If you like it when people roll their eyes at you,
disregard your presence, and all the other things that make for a bad
shopping experience, then fine. I just not the one.

Walmart was brought up. Where the heck in my letter did I mention
Walmart? Anyway. I guess that is besides the point. I used to shop
at Walmart and Sam's but I don't anymore. First of all, don't EVER
have a need to return anything because you will wait in line at least
15 minutes in line with only 1 person available to help. Secondly, I
thought that our workers deserve more and I don't spend my money at
places where nearly half the workforce is eligible for welfare. And
look up that statistic, it's scary. Lastly, when was the last time
you had good customer service at Walmart? Not passible or ordinary
customer service, but GOOD or even GREAT customer service? I tried
for years and after years of talking to a brick wall that they've
created, I left.

Now about the Oprah comment. I specifically mentioned her name to let
them know (not that they already didn't) the extent of the free
advertisement that their company received because of that show. At my
first trip, the CSR gave me astounding statistics of how much their
business jumped after the show aired. They were swamped. I think
it's important to remind them of where their "referral" came from,
even if it was a TV show, lol. Do I watch her show? Yeah, but not
all the time. But even if I did, so what? If I had gone to
Nordstroms because of the Jerry Springer show, you might have had
something to pick at...

Now, do I place money into CSRs' hands? You bet I do because it's
respectful. The only time something is placed on the counter is after
holding the card or cash out for 2 minutes straight and I see they are
still occupied and then my hand starts getting tired. The only reason
I expect respect is because I give it first.

Let's see, there were some other comments I wanted to address....

Oh yes. Something about how many people she was tending to. She
probably had other clients which was no problem. The issue was that
even if that played into her treatment of me, it shouldn't have. She
had to practically throw the bras over me to get around me standing
right in front of her. So all of you are telling me that you would
either throw merchandise around your customer or if you are the
customer, would feel that having the merchandise thrown is acceptable.
GIVE ME A BREAK! The gut instinct is to hand the item to the person
standing right in front of you. It's simply less work if nothing else
but more it's polite and professional. Add that to a bit of a
flippant attitude and it sealed the deal on my being pissed.

Now, I do usually shop online because of the bargains. You get more
for less. Why pay $100 for a pair of jeans if you can get them for
$50 with free shipping, lol? I travel 60 miles whenever I want to
shop at Nordstroms so I expect certain things. That's just the way it
is.

(soapbox time) Maybe if more consumers started expecting more from
the places they shop from, the level of customer service would be
where it should regardless of what store you visit.

Now if that's snooty or snotty, then oh well!

$80 for a bra? Whatever happened to the good 'ol hanes bin at Meijers?

I have to agree with the original complaint. If you take a customer
service job, then that's what you need to be focused on -- the
customer. I'm not saying anyone should bow down and kiss any one's
behind. Certainly not. However, being in customer service myself, I
understand the need to give good service. I do not believe the
customer is always right. They aren't. However, they have chosen to
shop in that establishment and spend whatever amount of money, so they
shouldn't be treated rudely or rushed. I don't care if I am buying a
bra at Wal-Mart or Nordstrum, I expect to be treated like a customer
about to spend her hard-earned money.
I think a lot of people are missing the point of the post. Who cares
how much her bras cost? Who cares about her comment on Wal-Mart. She's
not downing it. She wasn't being racist (I sincerely hope) when she
identified the lady's race). I think her whole point was that she
deserves good service, especially for the amount that she was
spending. And someone on commission should have been particularly
mindful of this.

I have to agree with the original complaint. If you take a customer
service job, then that's what you need to be focused on -- the
customer. I'm not saying anyone should bow down and kiss any one's
behind. Certainly not. However, being in customer service myself, I
understand the need to give good service. I do not believe the
customer is always right. They aren't. However, they have chosen to
shop in that establishment and spend whatever amount of money, so they
shouldn't be treated rudely or rushed. I don't care if I am buying a
bra at Wal-Mart or Nordstrum, I expect to be treated like a customer
about to spend her hard-earned money.
I think a lot of people are missing the point of the post. Who cares
how much her bras cost? Who cares about her comment on Wal-M

You decided, based on something you saw on Oprah, to "introduce your
business" to Nordstrum? Well, well, well. Excuse me Miss Fancy Pants.

The whole ethnicity issue has already been run into the ground, so I
won't berate you for that, other then to say, guess they didn't teach
you respect for others at Kitty Vanderslut's School For Spoiled
Brats.

A bra on a bench? Tres scandal!! Quel horror! How did you survive such
an ordeal?

I have shopped at Nordstrum and other high-end department stores, and
I just can't imagine getting worked up over something so small. When
you are on your deathbed, will you be thinking, "ya know, my life was
almost perfect, except for that idiot who carelessly tossed a bra onto
a bench."

Like I said, I have never shopped at NORDSTRUM (not Nordstrums), and
am shocked to learn that they have benches in the dressing rooms. Let
me make it perfectly clear that I have no intention of ever stepping
foot in that store until they equip each dressing room with an Italian
leather recliner and a supply of champagne and caviar, which I promise
not to spill on the brassieres.

Ok. So. The letter at hand.
I understand that a department store like Nordstrom has a higher
obligation to provide excellent customer service than say Penney's or
Sears. That's why I love to shop at stores like Nordstrom. I don't
see a problem with an $80 bra, I've got one and it looks and feels
great, and I've probably been through four or five $12.99 Wal-Mart
specials in the time I've had it. Nice things are just that: nice. I
have no problem with people buying nice things when they can afford
them.

My problem with this letter is the tone in which it is written. The
letter writer seems to think that she is somehow "above" the
saleswoman. True, the service she received doesn't seem like the
service I have experienced at Nordstrom and stores like it, but from
the tone of this letter it seems that nothing that saleswoman could
have done would have been satisfactory anyway.

I don't think that the letter writer was trying to be offensive when
she characterized the saleswoman as "originally from India." I think
she used that phrase more for purposes of identification. I hope that
I am right in this assumption, because the alternative is pretty
reprehensible.

Certainly the saleswoman should have provided the letter writer with
the exceptional customer service that Nordstrom is known for, and
certainly she should not have let her personal problems cloud her
professionalism. If that is truly what happened here, that is a
shame. But the people who work in retail are human, with problems and
issues. It occassionally happens that human beings get overwhelmed.
It could also be that the saleswoman was responding to the attitude of
the letter writer. I'm not saying that's what happened, only that it
is a possibility. If any of these scenarios is the case, I'll grant
you it is still unprofessional, but at least it is understandable.

But to write a letter whose main complaint is that your bras were
tossed with carelessness on a bench is a little ridiculous. When I
have a problem with someone in customer service, I address the problem
then and there. Did it ever occur to the letter writer to say,
"excuse me, could you not throw my bras please? You can just hand them
to me." That might have taken care of the only actual complaint I can
find in this letter.

lol go to victorias secret next time.

I agree with Brenny's comments.

Additionally,

While I think that the salesperson may have been just in a rush and
meant no harm, when you shop at Nordstrom you do expect to receive
stellar service. It is, after all, what Nordstrom PROMISES. The
retail folks here, past and present, need to understand that the level
of service at Nordstrom "ain't the same as the service they give/gave
at Walmart or JcPenny". Its a whole different ballgame folks!

To the person or persons who ridiculed the LW for purchasing an $80
bra, well just remember, the people in this world are of varying
economic means and for some people, an $80 bra would be a cheap
insult. Just because YOU can't afford to pay $80 for a bra doesn't
mean the person who can is a spoiled princess or is somehow in the
wrong or a bad person.

Additionally, I don't think the letter writer mentioned the person's
race trying to be racist. I personally believe she was simply trying
to describe the sales associate. A better description would have been
" for identification purposes, because I did not get her name, the
associate was approximately 40 years old, slender and of Indian orign
(just an example). That would have been a better, more politically
correct way to describe the employee but perhaps the letter writer had
no idea she would be judged for including the race as a descriptive
term. BTW: in the Raleigh-Durham area (where the letter writer
lives), Indians are the most-educated and highest earning of any
minority group.

Finally, I want to say that the people who judged Lindsay's? I believe
her name was, posting and made fun of her misspellings just need to
think about whether or not they have ever misspelled something here.
The answer is that everyone does! Sometimes I proofread what I wrote
before I hit submit and sometimes I don't. I'm sure other people here
are the same way. Unless someone is writing like "i's went ta my
mamoma's huse", no one can really cast stones as far as spelling
errors.

Phew! I'm done. And no, I "ain't gonna proofread either"! I just
bought the entire dvd collection of the Pink Panther cartoons so I
have a date with my tv.

What does her ethnic origin have to do with your complaint? I might
have given your complaint some credence had you stopped at "an
associate" but your characterization is just a little too conveniently
"of color" for me to take you seriously.

"An associate whom appeared to be originally from India tended to my
requests."

That's quite a gift you've got, being able to tell where a person is
from originally just by looking at them. Now granted, I don't have the
luxury of knowing what you look like personally, but judging by your
writing, I'm guessing that you were originally from the top of a maple
tree, based on your ability to look down on everyone else.

Am I right? Were you born in a tree or not?

I shopped at Nordstrom before I moved to an area with none. When you
shop at a higher class store you expect a higher level of service. I'm
not going to spend $100.00 on a pair of heels and not get good
customer service. No way! We pay the premium because of the good
quality and good customer relations.

The associate shouldn't have been throwing things, even if only onto a
bench. At VS you pay $50 dollars for a bra and those associates go out
of their WAY to help you! Nordstrom should at LEAST be the same level
of service if not better.

People who work in retail, on commision, are hired for a customer
service position. If this woman purchased even 2 of these $80 bras, in
probally less than an hour the sales clerk probally made $16. For $16
the girl can suck it up, put whatever issues she is having aside, and
perform her job. Her job which I stated in the first sentence is in
customer service. Anyone who post negative responces to this letter
does not understand the retail industry at all. Next time in Nordstrom
go into their indergarment area and ask the person what their job
title is. The responce will not be sales associate. It will be sales
specialist or something along that line.

"indergarment"?

Then life would be grand for everyone!

Actually dear, I worked for 14 years in the retail industry. And
unlike your father...I worked on the FRONT LINES of it. Not hidden
away in an office somewhere untouched by the the stressed of customers
like...well, like yourself.

Oh, and by the way...MY dad was a human resource supervisor for a very
large grocery store chain. He worked in an office while me, my mom and
my sister all worked in the stores. After 28 years and two years from
retirement he was let go due to downsizing. At that point, being in
his 60's he couldnt find another job except working IN a retail store.
After a few months of having to deal with customers and everything
else that goes along with it he realized that, you know what? RETAIL
SUCKS! And he is a VERY nice person. VERY friendly. Never meets a
stranger. Always wants to help everyone. Always happy and laid back.
And even he has realized what a stressful job retail is.

However, being the un-educated retail drone that I am, or was...at
least I know that probally should be probably......responces should be
responses.....indergarment should be undergarment.

Have YOU ever worked in retail? Being someone who is still being taken
care of by mom and dad even though they are a "recent college
graduate" and used to getting their way all the time makes me wonder
if you had ever worked before. And I just cant imagine it was in
retail!

For 16 dollars she can suck it up??!!?? What is that supposed to mean?
That is the most demeaning, degrading thing I have seen posted in a
long time!

I was on Lindsey's side on the whole Lenscrafters deal, but after
reading this post I'm starting to regret that. I work in retail, on
commission, and let me tell you it is hard and often thankless work.
Yes, it is important to be courteous and pleasant when you work with
the public, but I really have a problem with your statement that
someone should "suck it up" for the princely sum of $16. That is an
elitist and offensive statement, and demonstrates how little you
understand about what retail is really like. And your spelling really
does suck.

Nordstrom's has exceptional, almost legendary, customer service. The
writer did not receive that quality service during her visit. "An
associate whom appeared to be originally from India" was merely an
attempt to identify the person, for lack of a remembered name, who may
be lacking in the customer service skills you would typically expect
from Nordstroms employees. Those of you who see different need to put
a cap on it and understand what the true customer service issue was,
rather than fly off on the handle and try to deflect that issue to yet
another subject. Those of you who have not shopped Nordstroms need not
reply nor respond, as you are apparently unaware of their reknown
quality merchandise and service, and are venting your opinions based
on your current or previous experiences at your local Wal-Mart.

"an associate that appearred to be originally from India..." is about
when I stopped reading this complaint...are you kidding me? - 2006!!!
Why classify people by their ethnic background as if that has an
impact on what actually happened??? I think you should look around you
and remember where you or your ancestors are from...I'm sure if you do
you might realize that how idiotic you sound in this
complaint!!!!!!!!!

Would you like some icing with your cinnamon sticks?...or is Pizza Hut
also beneath you?

I wouldn't want your bra fitting experience to be ruined.

Let me see if I got this right: Aa associate gets to second base with
you and then brings you stuff to try on and you got poor customers
service?? What did you want, the poor girl to get to third????

Get over yourself and stop watching Oprah.

Oh brother - well whoop-de-doo Ms. $80 bras - aren't we a little too
much into ourselves, hmmmm?

How shall we correct the lowly associates behavior? Shall we have her
flogged in the streets?

$80 for a bra and a snotty customer buying it. That should be a
crime.

Let me get this straight...

You normally buy your "quality" bra's online and NOW you care about
them being tossed on a bench??? What do you think the packing
department and UPS/FedEx etc does with them? I think they get tossed
around fairly well.

Even more hilarious is this power of Oprah. Wow - first millions of
people read any book she says is good and now she recommends something
regarding Nordstrom and you are all over it.

Simply amazing.

Mr. Helpful, I LOVE the reference to Monty Python!!!

Perhaps this whole "customer service" experience was a
misunderstanding. After all, you state that she seemed rushed. Why
don't give her the benefit of the doubt that it indeed was not a case
of someone slighting you but a case simply someone rushed and busting
her butt to do her job and assist many others.

But I bet when you're paying anywhere, you put the cash on the counter
instead of the in the out-reached hand of the employee. Now you know
how it feels.

And this goes for everyone, if you notice an out-reached hand, don't
put whatever on the counter. It is rude.

Well now. This IS something different! LOL!

I want to first start off by saying that the reference to the woman's
race is uncalled for. If you were with her in such an intimate setting
as a bra fitting you could have at least gotten her name.

Also...maybe she didnt know what the heck you had your hand out for.
Did you TELL her to give you the bras instead of throwing them on the
bench? Maybe she just thought you were weird holding your hand out.

I guess I just dont get this whole idea of needing someone to help you
try on a bra. Us poor people dont get that luxury. Actually...this
poor person knows her size and doesnt like to be felt up by
salespeople just to make myself feel superior.

I am going to guess here that you went in with a haughty attitude and
you are being nitpicky.

Go back to shopping online. That way no one will annoy you, the
service wont be beneath you, and no one will have to accompany you
into a changing room.

One more thing. Being that she was supposedly from somewhere other
than America could be the key to her disposition here. It is a well
known fact that Americans are thought to be lazy. Maybe she was just
trying to cater to that stereotype.

PUH-LEEZE!

What - a bra on a bench is going to somehow damage it?

"completely beneath" you?

Of Indian heritage - this is relevant how? If you want to complain
about someone get a name - not an ethnicity.

By the way, it's "who" - not whom. You might want to learn the
difference before claiming something is beneath you.

Nordstrom is known for their outstanding customer service and this
complaint is something that should be brought to the attention of the
store manager. The only thing that bothers me about this well written
letter is your statement "The sevice I received was completely beneath
me . . ." - - seems like you might have some pretty high standards
even for Nordstrom.