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 Reprehensible customer service
Posted Sun September 4, 2011 5:00 pm, by Charles S. written to Nordstrom, Inc. - Department Stores
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A few months ago I visited the Portland downtown store where I have shopped for about five years since moving to Portland. On all my visits to the store I had always been treated with respect. Over the years I've purchased many expensive items such as high quality men's cologne. In Portland there are not many places to purchase a bottle of Terra Hermes, Tom Ford, or Dunhill so Nordstrom was always my store of choice for these types of merchandise. I also have purchased many pairs of shoes, gifts for family, friends and girlfriends. Once I even bought a bar of Art of Shaving soap for $20! Imagine my disappointment after I purchased to pairs of "high quality" denim jeans at an exorbitant price ($190 for one pair, $200 for the other), and they both virtually fell apart after less than a year of wearing them. I was suprised and downright let down. I've spent an 1/8 of that on Levis from sears and ten years later I still have those jeans, albeit, a little faded but completely intact. Anyhow I was talking to a friend and mention it to her. She suggested I take them back and exchange them. I told I no longer had the reciept but she assured me that nordstrom would make the return as long as the item was sold at Nordstroms. I went to the store to exchange the two pairs of jeans and when spoke with the sales girl and explained the situation she said, "Sure no problem. Would you like a refund or to exchange them for a couple more pairs?" I opted for new pairs as all I wanted in the first place was quality gear worth the amount of money spent that would last. She told me she would get the return started and that I should just find the pairs I liked and come back and see her. I did. When I returned to the counter with the pairs I had selected Amy Pickering the manager had come up. She immediately started grilling me asking if I had purchased the items at that store and just all around being condescending to me. I answered all of her questions then she informed me that without a reciept she would not be able to exchange my items. I then asked her why this was the case and if she could please tell me nordstroms return policy. She did not reply so I reiterated. Refusing to look at me, she said, "it's up to my discretion". I probed further to understand why she was deciding on this occasion not to exchange the faulty merchandise and again she ignored me. I told her this was not right but before I knew it a big burly man came over to me and told me I had to leave the store. I asked why and inquired when I would be able to exchange the merchandise? He then told me that I would never be able to return or exchange the faulty merchandise because I would never be able to return to that store. I have been banned from The downtown Portland Nordstrom for trying to make a return. After having been a loyal customer and spending my hard earned money there I appauled at that treatment. I shall never return to any Nordstrom for the rest of my life and enourage all of my friends and family not to either. Disgraceful customer service!
There is nothing to do. A customer has been lost for ever.
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You're confusing COST with QUALITY. Completely unrelated. Just
because jeans cost $200 doesn't mean they're made better, it just
means there's some name and perhaps a logo/design that makes people
feel important and special. "I can afford THESE jeans!"
If someone tried to return year-old worn jeans to me, I'd call the
manager as well.
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by PepperElf Posted Tue September 6, 2011 @ 10:43 AM
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I've been looking at their return policy online and ... despite any
"word of mouth" statements, it does state that the receipt is
required.
http://shop.nordstrom.com/c/policy-rack
http://shop.nordstrom.com/c/return-policy?origin=footer
According to one site I went to they don't have an official return
policy and it's all on a case-by-case basis.
http://thestir.cafemom.com/beauty_style/112209/will_nordstrom_really_t
ake_anything
So let's assume it's true, that it is only up to the manager... that
means the manager CAN say no and won't be violating any policy.
As for why they banned you... who knows. I've never seen polite,
calm, peaceful shoppers banned really.
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When I was in college I worked for a department store at our local
mall. A customer brought me pieces of a watch that she claimed she had
bought there. She did not have a receipt, and this was not even a name
brand that we still carried. In fact, we had not carried that name
brand in over a year. However, because the customer claimed that she
had bought it there, the department store insisted I refund her the
money. The manager gave me the last listed price of that brand of
watch, and that is what I refunded to the customer. I thought it was
silly at the time to refund money on a watch we had not carried in
over a year to a woman with no receipt, and to take back pieces of a
watch. It wasn't even repairable. But the manager explained to me, it
isn't about the watch itself. It's about making a customer happy
enough to come back. These days, no one seems to understand what
customer service means anymore. It's a shame that the cashier seemed
more willing to offer customer service than the manager did.
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by olie Posted Sun September 4, 2011 @ 9:55 PM
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What brand(s) of jeans did you purchase? The manufacturer(s) may be
able to provide satisfaction.
If you used a Nordstrom charge card, you might be able to have them
pull up the transaction. If you don't have the receipt or the tags,
you could bring in your charge card statement to assist in looking up
the transaction. (If Target can do it, Nordstrom should be able to do
it!!)
As an aside--you just might want to compare the fabric quality and
workmanship of your $200 jeans to your 10-year-old Levi's. I can tell
by feel which of my Levi's are a year old and which are over 10 years.
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by Alicia W. Posted Sun September 4, 2011 @ 8:28 PM
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you say that you have had these jeans for less than a YEAR. why would
you expect to be able to do a return on items that you have had for
this length of time?
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Irrelevant
by smokdivr28 Mon September 5, 2011 @ 10:06 AM
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Levi
by Nicole F. Wed September 7, 2011 @ 1:02 AM
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