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 Poor Customer Service at Nordstrom
Posted Thu August 13, 2009 12:00 pm, by Melissa O. written to Nordstrom, Inc. - Department Stores
Write a Letter to this Company | Rate this Company
August 12, 2009
RE: Nordstrom shoe department
Transaction #: 3790
Reg#: 9056
Rng#: 8148793
Sel#: 8148793
To Whom It May Concern:
I was in your store this morning and was stunned at the service I received. I have been shopping at Nordstrom and usually select Nordstrom over other retailers because of your wonderful customer service.
This morning I was returning a pair of shoes that I had purchased. The shoes were the floor sample and the soles of the shoes looked like a floor sample, with stickers and had apparently been tried on. The stickers, however, were not torn or ratty. In any case, I approached the counter and the lady who assisted me asked if I had any problems with the shoes. I explained, politely, as I had no idea that she was concerned that I was lying to her, that I had purchased them on vacation and decided I didn't need them afterall. She then paged another associate to examine the shoes, at which point I asked if they thought I had worn them and was lying.
The man that she called over told her they hadn't been worn and said he was called over to make sure that I hadn't worn them. I told them both that I was stunned, especially since they were obviously the floor models as there were stickers on the bottom of the shoes, which were not ripped or torn in any way. Your associate did not offer an apology for the humiliation and accusation. I was stunned, and am still bothered by the episode.
I completely understand the need to ensure that your company is not being abused or taken advantage of. There is, however, an appropriate way to handle the situation. Paging another associate to determine whether or not I was lying to your associate and then not offering an apology after the wrongful accusation is unprofessional and honestly, just plain rude. I'm hoping the associate who helped me is new to this industry and didn't know to look for simple things, such as the wear of the sticker on the bottom of the shoe. It was a plastic bottom, so as a floor model, of course it would get dirt on it from people trying them on.
If I had indeed worn the shoes and found them to be uncomfortable, I would have had no problem at all with saying so to the associate who was helping me and would have expected no problem with the return.
I could have bought the same shoes at another retailer, but chose to purchase my items from Nordstrom because of your reputation and my experiences with your wonderful customer service. Being that I was out of state and on vacation, I sought out Nordstrom because I knew that if I changed my mind, I would not have a problem returning or exchanging my item.
Today I was very disappointed and horrified at the treatment I received. I was not even offered the option of shopping around for a potential exchange and honestly, after the incident I was so humiliated and upset that I couldn't even continue shopping in the store.
Thank you for your time.
Sincerely,
Melissa O.
I would appreciate acknowledgement.
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by Anonymous A. Posted Sat August 15, 2009 @ 6:36 AM
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Where in the entire situation, did she actually accuse you of being a
liar? I do not see anywhere. Whats wrong with them looking at it?It's
their product, they do have a right to inspect it and make decisions
about it. It's not polite to assume.
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by amh Posted Fri August 14, 2009 @ 5:20 PM
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As most posters below stated, I think that she wasn't accusing her of
lying. When I worked in a department store, shoes were a specialty
store (they purchased space from our store) and when people came in to
return them, we had to call the associate from shoes to verify that a
return could be made. Maybe she was simply doing that.
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I guess I'm confused on where the horror and humiliation comes into
play here. It doesn't sound like they outright accused you of lying
about the shoes, just that there was some question of whether they
were worn or not. The associate did the right thing in this case and
called over another associate, probably a more senior one, to make the
final call. And it sounds like they ultimately returned the shoes.
Would you rather have had the first associate refuse the return?
Like the others, I think you're taking this situation way too
personally.
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by Nicole F. Posted Thu August 13, 2009 @ 6:12 PM
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I think part of the problem might have been that the purchase and the
return were done at different stores. I hope I'm correct. Maybe they
were being a little more wary because they had to take back another
store's "floor sample" and were concerned that they might not be able
to sell it at the original price. Or maybe the first associate was
unsure of how to proceed. I don't know...
I don't think they were accusing you of lying--it might just have
caught them off guard. I think you are taking this too personally.
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by Lisa H. Posted Thu August 13, 2009 @ 9:56 AM
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I'm a little confused - did they take the shoes back? It sounds like
they agreed they hadn't been worn.
And it also sounds like you were the one who brought it up, not them.
At that point, when you asked, they kind of had to answer, right? I
agree with the other comments, the associate may have been new and
needed approval for a return. I think you are blowing this way out of
proportion.
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by Zan Posted Thu August 13, 2009 @ 8:49 AM
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I think you're taking this way too personally. It sounds like this was
a standard procedure. What would you consider a more appropriate way
of handling the situation? The cashier may have needed manager
approval to take the shoes back. You say yourself that they had
apparently been tried on - which sounds to me like they *looked* like
they may have been worn.
As for not being offered the option of an exchange, if you appeared as
humiliated and horrified as you say you were, they may have correctly
assumed you were too upset to do so and thought it better just to let
you go on your way.
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Perhaps she was brand new and it was her first return.
She might have had to get approval from a manager.
Good Day
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