Blocked from shopping online at Nordstromrack.com and Hautelook.com

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#19
skim927 said:
Hi!
Just wondering if anyone experienced getting blocked from shopping online at Nordstromrack.com/Hautelook.com?
I was surprised when I received the email this morning. Without even a warning, it looks like Corporate made the decision to cut me off.

Granted, I admit that I do return like 95%...but I mean, i'm honestly not doing anything wrong (i.e. reselling/wearing clothes out). I simply like to browse and sometimes, I order multiple sizes to make sure that I get the right size instead of placing another order. But, I feel like returns are inevitable when you have an ecommerce sites.

So, I called Customer Service right away and they said that the decision is FINAL and that I cannot do anything about it. They pointed out that I can still shop at my local Rack/local full line/ full line online (and that "I can make as many returns as I want") but that I'm simply banned from Rack/Hautelook online.

I'm trying to understand their stance as a business because maybe the'y're assuming I'm doing something shady (but I'm not)...but do you think this is fair? I'm trying to get in touch directly with Corporate because Customer Service said this is out of their reach since it's an executive order. Is it even worth arguing? It's upsetting because I do come across different things online or sometimes if my local rack is out of my size, I do find it online. I'm pretty embarrassed but also upset....

May I please have your thoughts, they will be greatly appreciated.
Thank you!
Click to expand...
You are a retailers worst nightmare. They should have cut you off sooner.
 
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#20
skim927 said:
Hi!
Just wondering if anyone experienced getting blocked from shopping online at Nordstromrack.com/Hautelook.com?
I was surprised when I received the email this morning. Without even a warning, it looks like Corporate made the decision to cut me off.

Granted, I admit that I do return like 95%...but I mean, i'm honestly not doing anything wrong (i.e. reselling/wearing clothes out). I simply like to browse and sometimes, I order multiple sizes to make sure that I get the right size instead of placing another order. But, I feel like returns are inevitable when you have an ecommerce sites.

So, I called Customer Service right away and they said that the decision is FINAL and that I cannot do anything about it. They pointed out that I can still shop at my local Rack/local full line/ full line online (and that "I can make as many returns as I want") but that I'm simply banned from Rack/Hautelook online.

I'm trying to understand their stance as a business because maybe the'y're assuming I'm doing something shady (but I'm not)...but do you think this is fair? I'm trying to get in touch directly with Corporate because Customer Service said this is out of their reach since it's an executive order. Is it even worth arguing? It's upsetting because I do come across different things online or sometimes if my local rack is out of my size, I do find it online. I'm pretty embarrassed but also upset....

May I please have your thoughts, they will be greatly appreciated.
Thank you!
Click to expand...

In order to prevent this from occurring at other stores, I would recommend finding your exact measurements instead of returning almost everything you purchase. It does look to be in poor taste. Returns are inevitable but there's a big difference between once in a while and constantly returning items.


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#21
I've never been cut off, but it would be nice if retailers provided your return % somewhere on your profile page. I probably only return 10% of what I buy from some sites online (Amazon, Saks, NM, Nordstrom, Zappos), but I return most of the things that I order from Shopbop and Bluefly. I just find that more items arrive damaged from these sites or that sizing is inconsistent, as well as quality. I probably return 70% of what I buy from Bluefly and 80-90% of what I buy from Shopbop. I haven't ordered from Shopbop much because of this.
 
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#22
I guess I'm on your side OP... if you are being honest and legit and just ordering multiples I don't see the big deal. I order multiple sizes as well because I don't know how a brand will fit. I have no idea what my return percentage is for my fave store but I assume it's high. I think the fault is with the retailer; if they are offering free shipping and free returns then they should expect this will happen and that there may be abuse. Of course they are within their rights to block you, but they cannot block you from visiting in-person. I wonder if you made purchases through another email, or the name of your family member, or whatever... not sure how they can actually block you. There are so many ways around a block, right? I wouldn't be too angry. Work around it if you still like the store enough. Personally, I wouldn't give them your business any longer.
 
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#23
OP, they cut you off because you are costing them tons of money in return shipping costs and processing the returns. That's probably why. Shipping to you and the returns. If you do the math, it's a no brainer. Nothing should stop you from going to the B&M store though.

I hope you get reinstated tho.
 
#24
My coworker said she just received an email from Nordstrom Rack/Hautelook too saying she was banned from buying from them online too. The email stated her return rate was too high. She called and spoke to their CS Super and they said many people that have high return rates will be getting these emails and be banned. They said they rolled out this new system just a few months ago and you can never be reinstated or allowed to buy from them online again
 
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#25
I get it... that is a REALLY high return rate. If they continue to allow it they’ll have to make the rest of us pay somehow because they can’t continue to ship to you for free and accept free returns then restock older items back into inventory. It’s a huge loss for them and we’ll all pay for it, which isn’t good business. Better for them to adjust who’s allowed as I imagine that number is smaller than the customers who don’t abuse the system, so to speak.
I refuse to order online because I hate returning...
Blocking an shipping address, email and certain CC seems easy enough. I think you’d have to edit all 3 to cheat the block.
 
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#28
i*bella said:
I was just banned without warning! I called CS and they said it's a lifetime ban. I'll be taking my business elsewhere.
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If you are banned you should at least know why & quite frankly if CS can't give you an explanation
I'd write to the CEO & ask..
DO you think your return rate was perhaps higher than usual as this could be a reason to be banned
 
#29
hotshot said:
If you are banned you should at least know why & quite frankly if CS can't give you an explanation
I'd write to the CEO & ask..
DO you think your return rate was perhaps higher than usual as this could be a reason to be banned
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I Think That Before They Ban You, They Should Give Youa Warning Ahead of Time. They Obviously Have a Ceiling
of What is Acceptable Return Rate and What Isn't. If You're Approaching that Limit~Email The Customer and Warn Them.
Now, If that's Too Much of a Project For them(very well could be?) Then They Should List it On the Site and Also
Have The Return Rate Listed on the Customer Account so they Can Look it UP..
 
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#30
Ddj634 said:
I Think That Before They Ban You, They Should Give Youa Warning Ahead of Time. They Obviously Have a Ceiling
of What is Acceptable Return Rate and What Isn't. If You're Approaching that Limit~Email The Customer and Warn Them.
Now, If that's Too Much of a Project For them(very well could be?) Then They Should List it On the Site and Also
Have The Return Rate Listed on the Customer Account so they Can Look it UP..
Click to expand...

What they should do & what they do are two different things.
If I was banned & didn't understand why, I would want an explanation.
I can't imagine all customers keep their purchases be it on line or in store.
 
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