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 Nightmarish Situation with Nordstrom
Posted Tue May 12, 2009 12:00 pm, by Susie K. written to Nordstrom, Inc. - Department Stores
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In February of this year, I purchased the Marc Jacobs Classic Q Hillier Hobo bag in black with silver hardware. The sole reason for purchasing this particular bag was because of the longer strap that came with it. Within a few weeks, I noticed that one of the metal pieces on the strap would loosen. Eventually, it completely fell off and the strap became unusable. The handbag department said to bring it in and they will fix it. I did as instructed and returned in 2 weeks.
When I received the strap, I realized that the metal piece was completely different from the original piece. So I now had two mismatching pieces. The new clip was also smaller so it did not even grip the ring on the bag! Apparently Nordstrom is out of my bag so I could not get it replaced. A few days after realizing this, I was asked to go to the store and drop off the strap. This was a pointless visit since the repair person could not possibly fix my bag since he butchered it the first time. I saw that there was a larger version of my bag and the strap was identical. I asked for the strap on that bag since a previous salesperson was going to do it before, but had no black ones in stock at the time. The manager (who did not even come up to the department to speak with me or look at the strap) spoke to me via the salesperson and said they would not just give me the strap on that bag. Instead, I was told that it would be the last resort to give me that strap.
Although the manager has called me to keep me updated, the situation is frustrating and I know that she is not truly sorry for the trouble. She's sorry for the trouble it's causing HER and not the fact that this has inconvenienced ME a great deal. I am only getting lip service, and no action. I am not one to create scenes or argue while I am at work, so this is my only outlet. I found out today that Marc Jacobs would now like the strap sent back to them. How much longer am I expected to wait?!?! I now asked for that strap on the bag and was told it sold.
I'm tired of waiting. I think I've been pretty patient thus far and to be honest, being nice and understanding doesn't get you anywhere. Why is that? Why is that never rewarded? Well, I'm sick of it. At the VERY MINIMUM, I want my bag price matched to the sale price of 25% off. I would like ALL Nordstrom stores searched and I would like the strap of a bag immediately.
Honestly, Nordstrom was one of my favorite stores and I was always confident in my purchases there due to the great customer service. But this nightmarish situation will make me think twice about making any slighly big purchases from here again.
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not to say what I'm thinking about whether or not this situation
really constitutes a "nightmare," but I will agree with the other
posters that for the cost of a designer hand bag like that, a little
more care should have been taken.
At the end of the day, though, I think your frustration should be
directed more at a designer who produces shoddy bags and sells them at
ridiculously inflated prices than at Nordstroms who is at least
attempting to make it right.
You're at least being kept apprised by the store manager. What is
Marc Jacobs doing for you?
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should Nordstrom be on the hook for it? You said yourself that it's a
Marc Jacobs bag - shouldn't the manufacturer be addressing this?
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by Bill M. Posted Wed May 13, 2009 @ 7:04 PM
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If you purchased this at a Nordstrom store and have your receipt, you
should be able to get a full refund. Nordstrom is known for a very
forgiving return and refund policy. If you aren't happy for whatever
reason, get a refund.
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Considering what a Marc Jacobs purse probably cost, Nordstrom should
be standing behind this product better.
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by Donno Posted Wed May 13, 2009 @ 9:06 AM
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You used the bag, and in use a part broke.
It seems to me the request to send the strap for a replacement is a
reasonable one, from the standpoint of a manufacturer standing behind
its product (like a warranty repair).
It is unfortunate this can't be done in one day, but that is similar
to any repair done under warranty.
I can see why the retailer wouldn't give you a strap off another bag
from that or another store - that bag then becomes unsellable. The
onus should be on the manufacturer to repair or replace it, IMO.
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it WON'T be a Marc Jacobs...OR from Nordstrom. Unless I hear that
they made you whole some how. Even then, the length of time it has
taken plus the seemingly poor quality of the purse, I still may not
consider them.
So see what happens Nordstrom? word of mouth can be very bad OR it can
be VERY GOOD..the ball is in your court.
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by calm Posted Tue May 12, 2009 @ 7:45 PM
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I don't really think it is unreasonable to ask you to have the
manufacturer fix the bag rather than having to take a loss on a more
expensive item. I'd be annoyed and frustrated too, but it sounds to
me as though they are trying to work with you.
I can certainly understand being frustrated: I would be too. And I
agree that being patient and understanding and nice ought to be
rewarded by companies. But unless they can get Marc Jacobs to send
them a new strap, I don't think it's unreasonable for them to have you
deal with Marc Jacobs directly.
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