Consumer Complaints and Reviews
Nordstrom Rack - Lower prices and even lower customer service. The items I ordered on the 17th of October were slated to leave the warehouse within 2 - 4 days from the date of order. As soon as I placed the order, however, that number magically changed to 4 -7. So, I called them this past Friday for a realistic shipping time as this order is a birthday gift and needs to be received in a timely manner.
"We are diligently working on all orders and do not have any idea as to when your order will ship." "Ok, so can I cancel my order?". "No. Sorry, we can't." So, my money tied up in an order who knows when will ship, yet my order is "ready to ship" when I check online. Check out their Facebook page - plenty of the same complaints. This is beyond unacceptable and will never shop online with them again and will seriously think about even giving them my in-store patronage.
I have been a Nordstrom customer for many years and with that being said one of my main reasons for coming back is the shopping experience where some of the staff there make it possible. Now I understand that there can be a lot of competition on the floors between the girls. However I have never experienced what I encountered recently.
While browsing in a nearby department I witnessed a beautiful young ** woman fairly new who brings an awesome presence to the store and I have had the pleasure to converse with when trying out the various Accessories, being confronted and bullied by an older woman who I know as a sales associate and has worked there in Accessories for quite some time.
I witnessed the woman pointing her fingers in the young lady's face which obviously made her very uncomfortable. I have not spoken with her about this but the next time I see her I would like to let her know I would be in full support and come forward if she has or were to ever report this. And I can imagine this is probably not the only incident. It just makes you wonder about the Management teams when you see something like this going on, and how this woman thinks she can get away with this sort of thing. I am actually hoping the security cameras can also pick up something!
I ordered items on October 13 for a trip in November. After initially listing in the confirmation email that the items would leave their warehouse in 2-4 days, no shipping confirm was received. Looked up my order and it then changed to leaving their warehouse in 4-7 days. I needed the items within a certain time and as the order fulfillment time had extended, I emailed their customer service to inquire. I received an automated reply that "...We're here to help, so we'll make sure that we get back to you within 24 hours." etc. 24 hours came and went then approaching 48 hours, I sent a follow up email. I receive a "cookie cutter" reply that they're very sorry but they're experiencing days and will send me a shipping confirm when my items ship. I then emailed them to cancel my order as the items won't reach me in time. No response from Nordstrom Rack.
On October 22 I finally called them to cancel. The customer service rep agreed to cancel the order. I asked to speak to someone in charge to let them know all the issues I've experienced. The customer service rep said she isn't allowed access to that information. I told her that I was an angry customer and who does she escalate angry customers to and that I wanted to speak to a supervisor, manager, director, anyone she had available. She then said there was a manager on duty but the wait time to speak with that person is 24-48 hours so they'd put me on a call list.
Then today on October 23 I received a shipping confirmation. I call their customer service line again and am told that there is no record of me calling yesterday and that the items already shipped so it is too late to cancel, but that the items are returnable. I ask the rep why I should have to pay for shipping on top of now being inconvenienced that I have to find time to return the items once I receive them. She began speaking over me and explained that the cancellation wasn't inputted in time yesterday but she can refund me the shipping. This customer service rep decided to raise her voice to continue talking over me so I couldn't explain this ongoing situation of having emailed them to cancel then not being communicated with by Nordstrom Rack on a long delay.
I told her I didn't think it a good idea for her to be arguing with me. She said she wasn't arguing, but continued to speak loudly to talk over me. I asked about her telling me that there was no record of me calling yesterday then was there not a record of me being put on a call list for a manager? She didn't have a direct answer and said she'll put me on the call list. I asked for her name, and she talked to me and wanted my phone number. When I spoke to the other rep yesterday, she could see my phone number on their end. Since I had given today's rep my order number, I assumed she could see my phone number too. I said that she already had my phone number and I wanted her name. She insisted on getting her question answered first and wouldn't give me her name. After the rep and I yelling back and forth, she provided her name as "Letty".
Pretty shocking and appalling to call "customer service" and get into a yelling match with the person who is the customer service rep. Never ever experienced that before. I suppose this suggests that this company doesn't care for the customers and will allow such a variety of issues to happen to one customer in one order. I'm writing this since I can't reach anyone at Nordstrom who can make any positive changes for its customers. Hopefully they will read this and make necessary changes so no one else needs to be treated this way. Definitely won't be shopping there again.
I been a Nordstrom's customer for years, however I am done... My last 4 internet transactions has been a nightmare. I ordered an Alex and Ani bracelet and it arrived broken - the gem stone was laying in the package. I ordered a pair of Tart shorts they sent me another brand. I ordered a Pandora chain and charm, the charmed arrived minus the necklace. Now I'm waiting on three pairs of shoes, three weeks late. I called to cancel the order because I purchased the shoes elsewhere and no they will not let me cancel my order even though they broke their commitment. Now there's no such thing as a shortage, after a month they will cancel the order and refund your money... What a joke. Beware of Nordstrom!
After discussions with Nordstrom Rack customer service today I became curious and looked up reviews to see if it was just me. I have been a huge fan of this company and the last time I ordered online I thought it was a bit slow but gave them another chance. I placed an order on the 10th and wondered where my order was. I checked my order status and items were ready to be shipped. Well, it has been 11 days and no shipping? I waited 45 minutes in chat queue only to be disconnected when I inquired about my order status. That is a crazy long time to wait while the queue time kept going up and down between 2 minutes and 45.
I tried again this evening and reached someone much quicker. It seems that they are upgrading their shipping systems resulting in shipping delays. I was told that my order would hopefully ship in the next 72 hours with no guarantees. That is crazy! 2 weeks to ship product they have in stock. If I am lucky I will have the items in 3 weeks. Items will be returned as I need to source them elsewhere - I can't wait that long. I order items on eBay and get them in 2 days. Something tells me this company is in trouble. I am disappointed as I have always been a big fan.
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Apparently, Nordstrom Rack has farmed out its order fulfillment online to a third party so far removed. Customer service can only make vague and ambiguous comments concerning orders. As per the Nordstrom Rack website, orders ship within 4-7 days. Note: they do not mention 'business days'. Nine days later, I have no tracking information. Customer service can only tell me exactly what I see on the website: the order is ready to ship. I did receive an email apologizing for the delay seven days after my order - with no information regarding shipping. Upon calling customer service, I was notified my order would ship in five business days. Today being Thursday and UPS ground taking up to a week, it could be a month before I receive my order.
Good thing I will not need dress shirts for awhile, as I cannot stomach the operational deficiency and cost cutting measures of Nordstrom Rack, even though they have a very nice selection of dress shirts at 63% off retail. Instead of offering 'free' shipping on orders over $100, just make customers pay for shipping. I would easily pay $10 to have my order in a timely manner. To me, saving on shipping is not worth the hassle and wait for an order of three dress shirts to take almost a month to arrive. If I ever do order anything online from Nordstrom Rack again, I'll just expect my items to arrive in a month. Also, didn't Nordstrom buy an online retailer - Hautelook five years ago? Talk about mismanaging and evaporating synergy. How does a company damage a distribution network and its procedures so severely? This is laughable at best.
It seems to take a really long time for the return by mail to post to your account. I returned about eight hundred dollars of merchandise over ten days ago and I am still waiting. This makes me very nervous.
Megan, Store Manager in Salt Lake City, Utah at the Fashion Place mall, needs to be recognized as a manager that really cared and helped to make a real difference to our family in a time of the devastating news of the passing of our 40 yr. old family member, and father of my 10 yr. old grandson. She helped to make all the wrongs better by refunding the purchase of the white shirt that did not fit, and by gifting a brand new perfect tie to my grandson, that he can now and forever treasure as the tie that matches his deceased Father's exactly. The tie arrived complete with gift wrapping, bow, and a sympathy card. Megan, she caught the true vision of Nordstrom customer service policies. She was the greatest. I know she will now go back and constructive re-train her staff on how to handle such situations with more care next time.
Very disappointed and dissatisfied with the service. Wanted to return a dress that apparently I had purchased longer than the return policy. All tags attached, no receipt. The cashier took forever to find my purchase receipt like she did not feel like helping me. Called over her manager, very unprofessional without taking in consideration my long customer relationship said no!! Then I asked for the highest ranking manager, who introduced herself, no name tag, apologized and also said no. I work in a customer service field and there is always exception that can be made. This company has changed and it's all about the money, does not care about its customers and their needs any more.
I've been tracking down authentic Marc By Marc Jacobs purses and wallets for the past few months. I'm a fan of the line and since it is no longer in production I wanted to get genuine pieces that I will not be able to get again. Last week I found a classic MBMJ purse on Nordstrom Rack that I've wanted for years. I bought that and a second purse. A few days later I bought a MBMJ wallet. I had read many negative reviews about this place but I was willing to take a chance to get these pieces. Boy were the complaints right!
First of all it took days for them to ship my first order. Second, when they finally did ship it I did not get an email, I logged into the website and saw that it had finally been shipped. Thirdly, today I go on to check the status of my second order and see that it had been cancelled. BUT, they had already charged my card the week before. The refund that they credited to me today is 10 dollars short of what I actually paid for this item that I am no longer receiving because of the US/Canadian conversion rate. So I lost money on an item that I will not be receiving because Nordstrom charged me for an item that they could not fulfill in inventory.
The final straw is that my 1st order is now stuck at a warehouse in Canada because apparently it is undeliverable (though my address was correct). Now I will be waiting up to another 1-2 weeks to receive that original order. It's a joke. I was so frustrated that I asked the customer service agent if Nordstrom's Rack is legit or is it some bootleg company using the Nordstrom's name? The one thing I will say is the agent was very patient and professional despite my attitude and frustration. However, I will not shop at Nordstrom's Rack again. Now I just have to hope that the items I do receive are in good condition. Do not shop from this place if you can help it. Not worth the money and time.
UPDATED ON 10/07/2016: I have already discussed my horrible experience dealing with this company but felt that I needed to update. After my item being held in a carrier pub because it was "undeliverable" I re-confirmed my correct address that was already on file and waited. I checked my account yesterday and saw that my package had been delivered. I suspected something was wrong because it said it was delivered at 5:30 am, which is highly suspicious. I live in a building with 24 hour front desk and they sign-in every single package and hold it for the residents. My concierge were as surprised as me when I said it was apparently dropped off at 5:30am. As I suspected that was not the case, there was no package. I called Nordstrom who gave me a bunch of different stories... It was on the truck. It was on its way etc. etc. I was told they would look into it and call me back in 10 minutes. She never called back.
Today I called Nordstrom's and apparently they must do an investigation because it says it was delivered on their end. I was shocked. So nearly $600 dollars of product are with someone who did not pay for it. Meanwhile they have already charged my card and I will lose money if it is refunded because I live in Canada and some people will have free product. I have a feeling this could be a "falling off the truck situation". They use this company by the name of Landmark Global and it's very sketchy. They have no way of contacting them so I can't even follow up with the delivery company. I'm furious! And I will not just brush this off. If I had read the many negative reviews about Nordstrom Rack prior, I would never have made these purchases. Buyer Beware, there is something fraudulent happening with this company and Nordstrom should start paying attention and nip this in the butt ASAP! It's not fair to customers.
Very disappointed at the slow speed of order fulfillment. It takes 1-3 days AFTER the order is placed to ship, and then the only shipping delivery option is UPS Ground - which takes another week, which is surprising, since I live in the Chicago area which should be a major hub from CA. I'll continue to shop with them because of the deals but it doesn't make me any less disappointed in the slow turnaround.
I have to agree with the most recent reviews of Nordstrom.com. I ordered a denim skirt online that was $188 but received a crappy $60 denim skirt. I called customer service and the recording said a 20 minute wait time. I selected to have them call me back but 40 minutes later - no call. So, I thought I would try online chat - 30 minute wait time. Unbelievable! I called back - took 30 minutes to reach someone. Lucky for me I live near a Nordstrom store so I will walk in with the item to return it. I ordered another skirt (the same one hoping they get it right this time) online and am hoping they upgrade my shipping - but it's doubtful. They used to be awesome - not anymore!
I have been a hardcore Nordstrom junkie for years and years and years. But I fell in love with a company that was all about the customer and service. Where have they gone? I feel like they are so plagued by BAD DATA SYSTEMS that they have destroyed their own brand. Their credit card is plagued with fraud and I can't even use it anymore unless I am stranding in their store - otherwise they decline all purchase attempts. And today was the last straw - I went to the store to return a dress, that I bought on their card, in their store, with their tags and their bar code - and they could not locate the purchase and would not honor my purchase or return it unless I wanted to take a 75% discount and take the small amount on a gift card. Say what? Where am I? Nordstrom or J.C. Penney. I am done - my shopping motherland is gone.
Nordstrom is not what use to be. They become selfish and all about money. No customer service and no employee caring people. Look all sorts a way to don't look uniform or like they enjoy their duties or jobs at all. Very under staff at the Durham, NC location and the floor is a mess. I thought I was like at the kid's store. Stuff everywhere... They should be ashamed.
I ordered a pair of Gaston Crocodile Shoes, reg price $1295.00 but on sale for $599.97. I got the order in and it was a pair of tennis shoes for $298.00. They were even the wrong size. I called customer service and they said for me to take pictures of the product and the tags to prove they were wrong. They then said they would send a label to me to send them back and they would issue a credit to my card. I called the card company and still have not been issued the refund. Customer Service won't even speak to me now. I wrote the company main office but no reply as of today.
I would never shop with the company again. I guess the next step is to have my lawyer file in court to get my money back. What really made me mad was they didn't even say sorry, all the said was they are sold out. But they have other Crocodile Shoes on the site. Why couldn't they just say, "we will send you a pair of those and eat the extra loss." They could care less about the customer, they only care about the profit.
I purchased a belt online from Nordstrom. I then wrote a mediocre review of the belt. I submitted it, not once, but four times. Nordstrom refused to publish it. So what I am telling you is that Nordstrom only posts positive reviews of its products. I call "BS!" Apparently Nordstrom is not the "customer-centric" company it was 10-20 years ago. Now it's just another retailer pretending to sell high-quality stuff.
It was pleasant ordering what I needed. Paid in full and had them ship it to the store for pick up. I left my email address for confirmation and never received it as well as I never got an email or phone call that product arrived. It is in store over a week and have not known for I was not notified... I am very disturbed the way it was handled as the person I purchased it for will be leaving town and will not be able to get it. The cashier was very helpful but she messed up and did a faulty error. I have never had this experience with Nordstrom. It is time and money and it is a waste of weeks time. For the record my cashier was BARBRA ** and the person who signed for the package was Clove.
I ordered shoes for a wedding. I had to pay for expedited shipping so they would arrive before the wedding day. First, my e-mail told me they would be here 3 days after the 2 day shipping I paid for. After calling customer service and waiting 30 minutes to talk with Customer service I was told they would be here on time. The shoes arrived on time but much to my surprise when I unpacked them and found the bottom to be stained and heavily worn. When I called customer service tonight after waiting 20+ minutes to talk with a representative I was told I could return them and order a new pair of shoes. I would not be reimbursed until I shipped the worn shoes AND they will charge me for the new ones they ship me. I will not be ordering from you in the future and definitely not recommend your services to friends and family!
I called customer service because of this issue a couple days ago, I purchased some boots, order ** but I saw two charges with different dates, same amount. The lady said it was because when I enter the order you guys charge and when it ships it's another one, then one is confirmed at $0. Well this happened and everything was fine but, yesterday I received the boots and today I GET CHARGED AGAIN. I find you guys taking my money as you please not very nice. Even more when I already paid them on 08/03/16! The other charge is processing, but still, why??? I need to understand the reason I get charged today again, so 161 x 2, and I received my order already! Also, the customer service takes forever, 30 minutes to chat, and 25 to get someone on the phone, nice!
Worst customer service and rude! Says Easy Returns and ships in 1-3 days. What a joke. Sends wrong items, returns take over 30 days to get a refund. Customer service is rude! I have ordered and have sent me items that were obviously wore and broke zipper. Not honest! I sent a return by mail, they lied and said my items weren't in my return, so they kept my items and money! Called, promised to make it right and never did!
I too thought the Nordstrom name stood for something, and that I could expect reliable customer service. They advertise free shipping on orders over $100. Charged me $10 for a small item from their home department. I guess it was included in the small print, but I didn't see it and they don't flag it in any noticeable way. Shipping was also EXTREMELY slow, slower than any vendor I've ordered from, and good luck getting to customer service or getting any help if you need it (I tried to call on this and another issue - after 45 min holding on online chat and on the phone, I've cut my losses). Quality of their items is good and pricing good if they have what you want and if you don't mind extremely poor service. For me, I'd much rather shop elsewhere.
I like the sale prices. They were wonderful and plenty of variety online. I thought to myself, oh it's Nordstrom it should be amazing service, shipping and quality. I put in the order and excited to read (on their shopping site) it ships and arrive by 3 days. Well I did not read the fine print (I assume). Ships in 8 business days and additional 10 days to arrive! Was like what! Even Target is faster!
After day 1 of placing my order, the status states "In Process", 4 days later, still "In Process". I call the customer service center (recorder stated hold time is 14 minutes) held on just to cancel my order. The customer service rep states, "You cannot cancel. It ships out today, we cannot cancel, you will have to wait patiently receive the merchandise, a return label comes with it and return it right back". I said okay. Well I will soon find out if I have to make an additional drive to a UPS store to drop off this package. SO NOT WORTH ORDERING ONLINE with Nordstrom.
Nordstrom online or in-store is the best. Both will price-match and easy ordering and returns. I don't know how they do it but I bought a pair of shoes, wore them a lot for 6 months and returned to Nordstrom because the stitch ripped. They didn't even question me. I felt stupid returning them (initially I was going to have them fixed) but they took them back. I am a loyal Nordstrom shopper and out of the hundred times I've been there, maybe had 1-2 bad experiences. Online call center has always been great with me. They will even send an exchange BEFORE they receive the old item. I'm so surprised to read so many bad reviews here. Once in awhile they will cancel your order if it cannot be fulfilled but rarely do I order anything I "need" per se. Another time I received a dress I think someone tried on and ripped but they took care of it.
Let's face it folks, if you want something super fast, you'll order it from Amazon. And if you have PRIME, you'll have it the next day or 2nd day. Nordstrom generally ships from the west coast, Washington state or in some cases, Canada. They ship Ground UPS which is basically turtle express. From the time they tell you, your item has shipped, you can count on another week to 10 days to get your items if you're on the east coast. Recently, I ordered a pair of men's sneakers. Never thinking they would take two weeks to get here, I waited with baited breath only to see they were shipped from Canada. Seriously? I didn't learn from my mistake however. I ordered a Tommy Bahama shirt. Again, it's coming UPS, turtle ground and will arrive in about a week... another two week order, turtle express.
Please think long and hard if you want something in a hurry. Nordstrom is as bad as Kohl's, another turtle express operation. It's no wonder, Amazon is putting these retailers in hard times. Even LL Bean changed their fast delivery when once upon a time they delivered 2nd day FedEx and in some cases, you received your item the next day, depending on location... Their free delivery takes 3 to 5 days and that's if you're on the east coast as they are. The biggest problem with these turtle express retailers, is they don't let you know how long it really will take until after the order has been shipped and it's too late to cancel.
Today, 26th of May it has been 2 and a half month since we placed an online order at Nordstrom.com. Today, despite their promises, we gave up hoping that soon Nordstrom will deliver all items in this order and went to an alternative retailer. Not a single time over the course of these two months have we been offered a discount or a tiny gift voucher for the troubles and the inconvenience we had to go through. Here is our story: In March 2016 in anticipation of the arrival of our first baby, me and my husband ordered a Mutsy stroller + accessories via Nordstrom.com. The complete package included: 1 Stroller frame; 1 Seating module; 1 Bassinet; 1 Car seat adapter; 1 Water resistant foot-muff. Total: $1200.
Two weeks later we received a big box containing, according to the documents attached, all of the above listed items. However when we opened the box we found only one item in it - seating module! Kept in mind that the shipping documentation stated that all items were included. Despite our efforts to search the insides of the box...the rest of the items could not be found in it. :/ We called the customer service immediately. After giving it a bit of a doubt, the representative finally believed what we said and offered a solution. Upon which Nordstrom will refund the missing items and we order them again. With a bit of a sour aftertaste we agreed hoping that this was a fluke that can happen to any shop.
Two weeks after that, a new big box arrived accompanied by a paper proudly listing all the missing items as the contents of the box. Guess our surprise when upon opening it we discovered only the bassinet inside (still missing Foot-muff and car seat adapter)! This discovery was followed by a call to the customer service. This time they promise to investigate the problem and come back with a solution (this time we refused to do the "refund-reorder" fix again). After having waited for almost two weeks for Nordstrom to fulfill their promise and call us with an update, we contacted them. Nothing has been done since our call two weeks before!!! But a new promise was gladly issued that the situation will be fixed.
Indeed, a few days after we received a call explaining that it is not Nordstrom's fault but a fault of Mutsy and the mix-up originated on their side. A new promise that the missing items would be delivered within two weeks was made. Two weeks later...which is this week (May 23rd) we have neither received the missing items or heard anything from Nordstrom. Again we called their CS who could not explain the situation or suggest anything else but...cancel the order and reorder the items again! Reluctantly we agreed. This time Nordstrom's CS representative would order the items for us herself and let us know immediately when it is done. Three days later still no such call or email was received by us. This was the last straw that broke the camel's back. We called Nordstrom and canceled this order. The end.
The amount of stress we had to go through reordering and literally herding Nordstrom's CS is immense given the fact that the stroller and accessories were ordered to arrive for the birth of our first child! It was and is extremely upsetting that at no point have we been offered a discount or a gift voucher upon having to reorder the missing items ourselves (missing by the fault of Nordstrom)! It is infuriating that despite an extremely poor CS and the order management system, Nordstrom made profit out of our purchase! I cannot describe how disappointing and upset we are! I advise everyone who wish to purchase anything via Nordstrom.com to think twice before they do it.
I live in Alberta where there is Nordstrom's flagship Canadian store. I ordered two dresses online. Without stating so on the website, the items were shipped from the U.S. I was then charged $97.26 U.S. In duty & taxes. I ended up returning the dresses and they would not refund that amount. Talk about shady – they never mentioned this charge at time of order & now I was forced to pay $97 for merchandise I don't even have! I don't recommend order anything online from them in Canada. If you have them order for you in the store, there is not duty charged, even though they are importing that same merchandise from U.S. Surprised this giant usually known for customer service has to operate like this. Never again for me.
Their customer service representative agreed with me that their website needs to be more transparent with regard to international shipping. They do state on their returns information that they won't refund shipping costs, but there is no mention of not refunding duties & taxes. This seems to be less than full disclosure on the part of Nordstrom.
I had a really bad experience with Nordstrom Rack last year. I had a gift card from Nordstrom that stated on the back I could also use it at Nordstrom Rack. I was really excited to use it. I looked up items online and had over $100 dollars worth of items in my cart when I went to pay with the gift card. I kept getting an error and eventually called customer service. They told me they were updating to a new system of some sorts called HauteLook and that the gift card while valid, was not set up for online ordering yet. They told me to buy all of the items using my credit card and then take it to the store once I got my items and there they would be able to help me transfer the payment to the gift card. They reassured me I should have no problem with this, but little did I know it would turn into a huge problem.
Once I got all my items, I went to the store and was there for over 2 hours. I remained patient the whole time, when eventually the customer service lady started to get really mean with me, because she didn't know how to do returns and the way she was doing them wasn't correct. I calmly explained the situation to her and how I just needed to get it so my items were on the gift card and not my credit card and that was my whole purpose of the transaction. She got really frustrated with me and kept telling me she would return them and then I would buy it back on my credit card, and I kept explaining that no I wanted to avoid paying on my card, the whole point was to pay with the gift card. Without trying to understand the full process she sort of got defeated and signed a whole lot like I was causing this huge problem for her, when I was only doing what the sales rep over the phone had told me to do.
She tried a few things and then would get mad and say she had to cancel the transaction and this whole time I just silently watched her take out her frustration. At one point she was trying to return my items and give me less than I had paid for (since the cost of some things had gone down since I bought them), and re-buy the items. In the end I didn't even want the items anymore and just asked for it all to be returned since it was becoming such a hassle for her, and even this became a problem. At one point she even had to call for help, and rudely in front of me told the other assistant incorrect information about what I was trying to do and how I was causing a hassle for her and she didn't know how to do returns. So then the assistant was confused but eventually after I got to explain, she helped me return the remaining items which the first lady hadn't already scanned.
This second assistant was able to hep me return some of the items, but the ones the first lady return did not go through properly. I noticed this just recently because I looked at my credit card history for the last year and saw there was a huge error still, it shows the purchase I made online from Nordstrom Rack but only some of my orders were successfully returned. My original purchase was for $121.65, and then it shows two different subtotals for $85.32 and $6.49 for a total of $91.81, still missing $29.84. I don't know what she did but now when I look online at my account it says the order is canceled.
I have all of the receipts to prove I did get them and even that she tried to return it multiple times with no luck and kept cancelling the order return. I was not able to check this at the store since the first lady told me that what she did was correct and it would all go back to my card eventually, but unfortunately it did not. Overall it was such a terrible, and time consuming experience and I lost money in the process.
I ordered few items that totaled over $150 which I was assured that I will get free shipping on, as it clearly states on the top right corner of the site. Upon finishing the order there was a $17.95 shipping fee. I assumed that fee will be deducted after I hit place the order tab. Unfortunately it didn't. It was a Saturday morning and was getting breakfast for kids. After few hours I checked my email and saw the order confirmation and on it that shipping fee was still there!!
I called immediately. The guy on the end said that I had a 2 hour window to call and that if orders were over 5lbs in weight that there was going to be a charge, and since I called 1 hour and 21 minutes after the 2 hour window they can't cancel the order, but he will try to email them and see if it still possible. Monday morning, no call or email to let me know what happened. I called and the lady on the other end said she is sorry and that it is stated on each item if it's over 5lbs that there was going to be a shipping charge, WHICH there wasn't anything like that!!! JUST be aware of the SCAM of charging a shipping fee!!!
On the website Nordstrom said "Free return", so I thought I could return once I have a chance. I end up to pay off my account before I bring items back to Nordstrom. Of course all the items are not worn or washed. All are still new and tags. Finally I brought back for returning and I hope they could credit back to my checking account instead because I did pay off since payment was due long time ago. They denied and said need to credit back to Nordstrom card. Why? I have to use again almost $400 dollars to this store after I got a poor policy? I never heard like that before. I never heard or any policy written down that have to go back the card we used. Or things just change or cashier wants to change? I hate this store now. Nordstrom now is more like Target or Walmart.
Nordstrom store answers immediately but not the Rack. Are they too cheap to hire employees? I waited for over an hour on the phone before I broke down and put my number in for a callback. 20 min later they called back but when I answered their line went dead. I called back. Am on hold right now. It's been another 40min so far. I hate their customer service. I will never shop with them online again. I said this last time I ordered from them and it took a month to get my shoes and waited online for 2 hours. but they said they were updating computers and this would never happen again... what a lie! This time I mean it, will not shop with them again. Oh and the ear wrenching noise they play while you're waiting is unbearable. Ok got an agent but since it has been over two hours I was informed they can't help me.
ConsumerAffairs Research Team
The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.
Nordstrom, Inc. started as a small shoe store in Seattle in 1901. The company now has brick-and-mortar stores throughout the United States and Canada.
- Selection: Consumers can find a wide variety of brands, styles and size options on the Nordstrom website. The website lists women’s sizes 4.5 to 13 and has a “4 and smaller” category as well as a “14 and above” category.
- Individualized returns: Nordstrom does not have an official return policy. Instead, the company works with individual customers to make sure they are satisfied.
- Videos: The Nordstrom website includes informative videos to help customers make a selection or care for their shoe purchases. They have videos for fitting shoes and boots and for cleaning suede and leather shoes.
- POP-IN: Each month, the Nordstrom site features a POP-IN shop with clothes, accessories and shoes from a special designer. Customers looking for unique pieces can watch for these special events.
- Best for The Nordstrom website carries shoes for adults and children and is best for bust adults, professionals, fashion lovers and hard-to-fit individuals.
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Nordstrom Company Profile
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