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

[2cello]

I would bet the algorithm is based on profit. If you return a lot but you still make them money,no problem. If the cost of shipping and returns exceeds whatever product sales they are making on you it is a problem.

Many years ago, I interviewed for a bank job where I would be developing a method to calculate the profitability of each customer of the bank. And if someone cost the bank money instead of made them money, the intent was to kick them out.

 

[tchan2022]

Based on my experience I don't think you have much to worry about. I shop there a lot, probably keep about 50 percent of my purchases, which are pretty much all online. It goes in cycles; sometimes I keep just about everything I've bought recently, other times most of it goes back. I don't see a handful of returns at one time as a major problem, especially if the cause was an issue of defect or the store's own doing.

Hello,
Thank you so much for your help. I have been worried about returning items especially when they don't seem new. Online ordering can be a hit or miss.

 

[MyAwesomeFinds]

Okay, I think I understand where you're coming from.
But, I feel like what's the point in only cutting me off from rack online? Why not just cut me off completely from the company if I'm posing such a threat? I mean, I'll definitely have to ask this directly with Corporate. Don't get me wrong, I'm grateful that I can still shop at my local rack but still...this policy isn't being consistently applied.

Tbh, I feel like they should be focusing on these RESELLERS who buy things in BULK and subsequently seen returning the aforementioned items in BULK again. THOSE are the people they need to catch who are actually making money off of Nordstrom.

They already reduced the return period from 90 days to 45 days, I think because of this.

 

[MyAwesomeFinds]

Well Nordstrom Rack doesn't offer free return shipping. They have sent me the wrong item multiple times, and I have to pay the return shipping!

In that case you can contact CS and they should waive the return shipping fee. You just have to ask. It was their mistake.

 

[plumaplomb]

Does it matter if you buy online and then return in-store? That way they don't have to pay for the return shipping.

 

[MyAwesomeFinds]

Does it matter if you buy online and then return in-store? That way they don't have to pay for the return shipping.

Don't know, but if they are not restocking the returned items in the store they still have to pay to ship it all back to the warehouse from the store. Also they have provided the cost of outbound shipping and are now not making any profit once you return the item.

 

[dcooney4]

I order most of my clothing online because we don't have many stores in the area, and although I would prefer to receive never-worn products I'll venture that a good portion of the clothing and shoes I receive has actually been worn. Sometimes extensively.

For instance I just returned to Nordstrom's a scarf that looked as if it had been worn. With rips, snags, etc. Had it not had been bedraggled I would have kept it.

I've received from both Zappos and Amazon handbags that were battered up and clearly had been carried quite a bit.

I don't care if something has been tried on. But I don't like paying "new" retail prices and receiving items that have been obviously worn or used. Order fulfillment depts. of online retailers don't seem to be very good at looking for signs that merchandise has been worn. That annoys me and prevents me from wanting to use services like Amazon's. I'm tired of receiving dirty, wrinkled, smells-in-the-pits clothing when I buy clothing that's supposed to be new.

I agree! I once received a dirty smelly bra from a company. That same day I sent it back . It was not Nordstrom. I have since never ordered a bra from that company.

 

[LittleStar88]

What a fascinating thread! Two parts to my input (sorry if it is too long):

1. I don't have the time to go to the actual store and spend half a day browsing and trying on, plus driving and parking time (my job and family keep me very busy). And even still, the best selection of items are offered online. I do my shopping online in the early morning or late night. I do my best to carefully select items, but a lot need to go back (and I do keep a lot, maybe keep 60%?). Item not as nice as appeared online, weird fit, looks bad, bought multiple sizes, etc. I buy a lot from Nordstrom because of their good return policy. And I return immediately. Learning a lesson here on being more critical of my purchases!

2. Anthropology has a huge reputation of banning customers for even small things. And they don't even bother to send you an email. How do I know? I had gone through an Anthro phase and bought a ton from them in-store and online. Minimal returns (maybe return one out of every 20 items purchased).

Over the holiday two years ago, I bought an item online but never received a shipping confirmation. I did not realize it until 10 days had passed since purchase. I tried calling Anthro customer service and experienced long wait times. Emailed customer service and no response. I had paid with Paypal and decided that I would try to get their attention by opening a case. By this time it has been two weeks since purchase, no shipping info. The next day I get my shipping notice (shipped the day prior, when I opened the case) and my item arrives a few days later. Because Anthro was able to show the item was shipped, case was closed and all was well.

Early the following January I try to make an online purchase and get a note that it was unable to complete my purchase. I go back and try again. Same issue. I figure it is a glitch related to my account so I try to open a new one with a different email (but same mailing address) and again - unable to purchase. (I am using my credit card and not paypal for this buy) It's an item I really want so I call customer service. They then tell me that I have been banned from shopping Anthro online. And when I ask why they say it is because I had opened a Paypal case. When I explain that it was their mistake and not mine, she tells me she will escalate it to a manager. A few days later I get an email from Anthro telling me that the ban has been lifted.

Needless to say, it soured my desire to shop there.

 

[BigPurseSue]

I agree! I once received a dirty smelly bra from a company. That same day I sent it back . It was not Nordstrom. I have since never ordered a bra from that company.

Eww! That's my worst nightmare. I wear a weird size that isn't available anywhere brick-and-mortar so I must purchase online. So far all have been unworn.

What a fascinating thread! Two parts to my input (sorry if it is too long):

1. I don't have the time to go to the actual store and spend half a day browsing and trying on, plus driving and parking time (my job and family keep me very busy). And even still, the best selection of items are offered online. I do my shopping online in the early morning or late night. I do my best to carefully select items, but a lot need to go back (and I do keep a lot, maybe keep 60%?). Item not as nice as appeared online, weird fit, looks bad, bought multiple sizes, etc. I buy a lot from Nordstrom because of their good return policy. And I return immediately. Learning a lesson here on being more critical of my purchases!

2. Anthropology has a huge reputation of banning customers for even small things. And they don't even bother to send you an email. How do I know? I had gone through an Anthro phase and bought a ton from them in-store and online. Minimal returns (maybe return one out of every 20 items purchased).

Over the holiday two years ago, I bought an item online but never received a shipping confirmation. I did not realize it until 10 days had passed since purchase. I tried calling Anthro customer service and experienced long wait times. Emailed customer service and no response. I had paid with Paypal and decided that I would try to get their attention by opening a case. By this time it has been two weeks since purchase, no shipping info. The next day I get my shipping notice (shipped the day prior, when I opened the case) and my item arrives a few days later. Because Anthro was able to show the item was shipped, case was closed and all was well.

Early the following January I try to make an online purchase and get a note that it was unable to complete my purchase. I go back and try again. Same issue. I figure it is a glitch related to my account so I try to open a new one with a different email (but same mailing address) and again - unable to purchase. (I am using my credit card and not paypal for this buy) It's an item I really want so I call customer service. They then tell me that I have been banned from shopping Anthro online. And when I ask why they say it is because I had opened a Paypal case. When I explain that it was their mistake and not mine, she tells me she will escalate it to a manager. A few days later I get an email from Anthro telling me that the ban has been lifted.

Needless to say, it soured my desire to shop there.

Thank you for the warning about Anthro. Their customer service isn't the greatest. I once ordered a purse from them that got lost in the USPS and they couldn't have cared less.

 

[LittleStar88]

Thank you for the warning about Anthro. Their customer service isn't the greatest. I once ordered a purse from them that got lost in the USPS and they couldn't have cared less.

Their CS is really bad (in-store is usually good, though). When this happened to me I couldn't believe a store would do such a thing. Then I googled "banned from Anthropologie" and it seems they do this A LOT.

 

[fabuleux]

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!

You return 95% of what you buy???
Yeah.... I would cut you off too!

 

[savvyshopperusa]

Hello,
I am afraid of this happening to me now. I have had to return items as a result of poor packaging or general condition. One item was peeling, another was missing tags and appeared used, and a third showed up in a box that was pretty much flat. All of these would of have been items I would've kept if not for their condition. I've documented these things with Nordstrom already but am still worried.

I have similar experience as listed above with receiving damaged or incorrect items and needing to return them - and on occasion (definitely not every time) I also have ordered more than one size or color of an item and kept the one that fits or looks best.

I received the dreaded Nordstrom Rack/HauteLook email a couple of days ago - but luckily it was a warning instead of the lifetime ban. I was very concerned because I have an order in process for several pairs of shoes (no duplicates). One pair that I received the very next day after the email doesn't fit at all, appears to be cheaply made and is not the color pictured. The warning says if my rate of returns is not lowered they may have to deactivate my account. The other 2 pairs are scheduled to arrive later today. I definitely know one will fit as it is a pair of shoes I already have in the same size but in a different color, but what if they arrive used or damaged - and I've never seen or tried on the other pair in person.

I contacted Customer Service - once by phone and also chat. The phone rep said she didn't agree with how they were handling things with good customers - and that they aren't trying to tell me how to shop - just that they have "taken notice" of my returns. She was also adamant that this was just Nordstrom Rack and not Nordstrom. I explained about the shoes I had received and she gave me a mixed response that they probably wouldn't completely ban me for one more return - especially as I had placed the order prior to receiving the email - but that even if she noted the account, she couldn't promise what they would or wouldn't do upon seeing yet another return. I then went online to chat later - and that rep suggested that I donate any items that didn't fit or work to charity. Really?? Something I purchased that I discovered I can't use that clearly said "returnable" in many places on the site I have to take a loss on and donate to charity??

I have never used return shipping, I always have returned items in the same exact condition as received with all packaging materials and very close to when I've received them at the stores directly.

I do appreciate that it was a warning instead of a complete ban - but basically I can't purchase anything anymore from Nordstrom Rack online (including what I currently have) that I am not absolutely certain in advance that
I will either keep or donate. There is no way I could be absolutely certain that I will be able to keep every item I order unless I have already seen them and tried them on - as well as that they arrive in perfect condition instead of used or damaged as some have. They may as well not have a return policy since I feel I would have to keep or donate 100% for at least 3 years so that my percentage could reset.

I'm not sure what to do about the one pair of shoes that don't fit and are not the right color. Why is it worth it to take a loss and donate something to keep an online account at a place that I can't shop with confidence anymore? Over half of my shoe collection (over 100 pairs) are from Nordstrom/Nordstrom Rack and a myriad of clothes. I have been a Nordstrom customer since the early 80;s. Honestly, this is very disappointing and maybe NR should rethink being an online retailer.

 

[MyAwesomeFinds]

I have similar experience as listed above with receiving damaged or incorrect items and needing to return them - and on occasion (definitely not every time) I also have ordered more than one size or color of an item and kept the one that fits or looks best.

I received the dreaded Nordstrom Rack/HauteLook email a couple of days ago - but luckily it was a warning instead of the lifetime ban. I was very concerned because I have an order in process for several pairs of shoes (no duplicates). One pair that I received the very next day after the email doesn't fit at all, appears to be cheaply made and is not the color pictured. The warning says if my rate of returns is not lowered they may have to deactivate my account. The other 2 pairs are scheduled to arrive later today. I definitely know one will fit as it is a pair of shoes I already have in the same size but in a different color, but what if they arrive used or damaged - and I've never seen or tried on the other pair in person.

I contacted Customer Service - once by phone and also chat. The phone rep said she didn't agree with how they were handling things with good customers - and that they aren't trying to tell me how to shop - just that they have "taken notice" of my returns. She was also adamant that this was just Nordstrom Rack and not Nordstrom. I explained about the shoes I had received and she gave me a mixed response that they probably wouldn't completely ban me for one more return - especially as I had placed the order prior to receiving the email - but that even if she noted the account, she couldn't promise what they would or wouldn't do upon seeing yet another return. I then went online to chat later - and that rep suggested that I donate any items that didn't fit or work to charity. Really?? Something I purchased that I discovered I can't use that clearly said "returnable" in many places on the site I have to take a loss on and donate to charity??

I have never used return shipping, I always have returned items in the same exact condition as received with all packaging materials and very close to when I've received them at the stores directly.

I do appreciate that it was a warning instead of a complete ban - but basically I can't purchase anything anymore from Nordstrom Rack online (including what I currently have) that I am not absolutely certain in advance that
I will either keep or donate. There is no way I could be absolutely certain that I will be able to keep every item I order unless I have already seen them and tried them on - as well as that they arrive in perfect condition instead of used or damaged as some have. They may as well not have a return policy since I feel I would have to keep or donate 100% for at least 3 years so that my percentage could reset.

I'm not sure what to do about the one pair of shoes that don't fit and are not the right color. Why is it worth it to take a loss and donate something to keep an online account at a place that I can't shop with confidence anymore? Over half of my shoe collection (over 100 pairs) are from Nordstrom/Nordstrom Rack and a myriad of clothes. I have been a Nordstrom customer since the early 80;s. Honestly, this is very disappointing and maybe NR should rethink being an online retailer.

So I ended up getting the "warning" email last week as well, and also had an order in process. Guess what, I didn't like either of the items (sandals--one pair too narrow and the other not attractive on my feet) and just went ahead and returned them anyway. I'm not going to just throw money away. I haven't gotten a message that this last return has pushed me into ban territory yet, but we'll see. Honestly this whole this puts me off to the Nordstrom company as a whole. I am a level 3 nordstrom card holder so clearly I've spend enough net positive with the company (I guess mostly the mainline store) to make them money. I am a hard to find size and when you're dealing with a company that sells numerous brands rather than just one you don't know how things will fit. So yes, I made a lot of returns. However I was about to write back and tell them no need to ban me, I will voluntarily stop shopping there. I understand returns cost them money but I think this seems like a really desperate way to deal with the problem and I'll happily take my business to Saks, Neiman, and Bloomingdales (and their outlets) instead. Nordstrom really isn't selling anything you can't get elsewhere.

 

[sdkitty]

I have similar experience as listed above with receiving damaged or incorrect items and needing to return them - and on occasion (definitely not every time) I also have ordered more than one size or color of an item and kept the one that fits or looks best.

I received the dreaded Nordstrom Rack/HauteLook email a couple of days ago - but luckily it was a warning instead of the lifetime ban. I was very concerned because I have an order in process for several pairs of shoes (no duplicates). One pair that I received the very next day after the email doesn't fit at all, appears to be cheaply made and is not the color pictured. The warning says if my rate of returns is not lowered they may have to deactivate my account. The other 2 pairs are scheduled to arrive later today. I definitely know one will fit as it is a pair of shoes I already have in the same size but in a different color, but what if they arrive used or damaged - and I've never seen or tried on the other pair in person.

I contacted Customer Service - once by phone and also chat. The phone rep said she didn't agree with how they were handling things with good customers - and that they aren't trying to tell me how to shop - just that they have "taken notice" of my returns. She was also adamant that this was just Nordstrom Rack and not Nordstrom. I explained about the shoes I had received and she gave me a mixed response that they probably wouldn't completely ban me for one more return - especially as I had placed the order prior to receiving the email - but that even if she noted the account, she couldn't promise what they would or wouldn't do upon seeing yet another return. I then went online to chat later - and that rep suggested that I donate any items that didn't fit or work to charity. Really?? Something I purchased that I discovered I can't use that clearly said "returnable" in many places on the site I have to take a loss on and donate to charity??

I have never used return shipping, I always have returned items in the same exact condition as received with all packaging materials and very close to when I've received them at the stores directly.

I do appreciate that it was a warning instead of a complete ban - but basically I can't purchase anything anymore from Nordstrom Rack online (including what I currently have) that I am not absolutely certain in advance that
I will either keep or donate. There is no way I could be absolutely certain that I will be able to keep every item I order unless I have already seen them and tried them on - as well as that they arrive in perfect condition instead of used or damaged as some have. They may as well not have a return policy since I feel I would have to keep or donate 100% for at least 3 years so that my percentage could reset.

I'm not sure what to do about the one pair of shoes that don't fit and are not the right color. Why is it worth it to take a loss and donate something to keep an online account at a place that I can't shop with confidence anymore? Over half of my shoe collection (over 100 pairs) are from Nordstrom/Nordstrom Rack and a myriad of clothes. I have been a Nordstrom customer since the early 80;s. Honestly, this is very disappointing and maybe NR should rethink being an online retailer.

I have similar experience as listed above with receiving damaged or incorrect items and needing to return them - and on occasion (definitely not every time) I also have ordered more than one size or color of an item and kept the one that fits or looks best.

I received the dreaded Nordstrom Rack/HauteLook email a couple of days ago - but luckily it was a warning instead of the lifetime ban. I was very concerned because I have an order in process for several pairs of shoes (no duplicates). One pair that I received the very next day after the email doesn't fit at all, appears to be cheaply made and is not the color pictured. The warning says if my rate of returns is not lowered they may have to deactivate my account. The other 2 pairs are scheduled to arrive later today. I definitely know one will fit as it is a pair of shoes I already have in the same size but in a different color, but what if they arrive used or damaged - and I've never seen or tried on the other pair in person.

I contacted Customer Service - once by phone and also chat. The phone rep said she didn't agree with how they were handling things with good customers - and that they aren't trying to tell me how to shop - just that they have "taken notice" of my returns. She was also adamant that this was just Nordstrom Rack and not Nordstrom. I explained about the shoes I had received and she gave me a mixed response that they probably wouldn't completely ban me for one more return - especially as I had placed the order prior to receiving the email - but that even if she noted the account, she couldn't promise what they would or wouldn't do upon seeing yet another return. I then went online to chat later - and that rep suggested that I donate any items that didn't fit or work to charity. Really?? Something I purchased that I discovered I can't use that clearly said "returnable" in many places on the site I have to take a loss on and donate to charity??

I have never used return shipping, I always have returned items in the same exact condition as received with all packaging materials and very close to when I've received them at the stores directly.

I do appreciate that it was a warning instead of a complete ban - but basically I can't purchase anything anymore from Nordstrom Rack online (including what I currently have) that I am not absolutely certain in advance that
I will either keep or donate. There is no way I could be absolutely certain that I will be able to keep every item I order unless I have already seen them and tried them on - as well as that they arrive in perfect condition instead of used or damaged as some have. They may as well not have a return policy since I feel I would have to keep or donate 100% for at least 3 years so that my percentage could reset.

I'm not sure what to do about the one pair of shoes that don't fit and are not the right color. Why is it worth it to take a loss and donate something to keep an online account at a place that I can't shop with confidence anymore? Over half of my shoe collection (over 100 pairs) are from Nordstrom/Nordstrom Rack and a myriad of clothes. I have been a Nordstrom customer since the early 80;s. Honestly, this is very disappointing and maybe NR should rethink being an online retailer.

I don't think I'd keep shoes that were ill fitting and I didn't like just to keep in NR's good graces. I do a small percentage of my shopping online as I know how often when I go into a store and try something on, I end up not liking it. So I want to avoid the hassle of shipping items back. Could you shop at a BNM NR?

 

[Luv n bags]

Return the shoes. Why let them bully you into keeping ill fitting shoes.

I agree, time to shop at B & M’s.