I grew up with Nordstrom and have been a loyal customer for many years. I felt that their customer service went above and beyond. I actually would cringe when I saw that they accepted returns on items that people had worn on repeat or forgotten that they had in their closet for years and then returned. Well, I think that level of customer service is definitely in the past now.
Recently my longtime local tailor moved abruptly. At about the same time I noticed that Nordstrom had posted a very attractive ad campaign on their website. They state that you can bring in your clothing (including clothing in your closet) as long as it is new or freshly cleaned and you will be reimbursed the exact amount of your alterations in Nordstrom notes as long as you pay for the alterations with your Nordstrom credit card. It does not specifically state that the clothing needs to be purchased at Nordstrom.
I took some clothing in late last year and the Nordstrom notes appeared immediately; both were items purchased at Nordstrom. I took in a two other items at the end of January 2022, one that was purchased at Nordstrom Rack and one that was an item not purchased at Nordstrom. I did not get notes posted to my account. I then took a pair of pants to be hemmed early in February. These were not purchased at Nordstrom and this is clearly stated on my receipt. I immediately received a Nordstrom Note in the exact amount of this alteration. I then called customer service to see where my missing note was. The customer service rep informed me that only clothing purchased at Nordstrom was eligible for a Nordstrom Note. I explained that I had received a note for other items that were not purchased at Nordstrom and asked her to direct me to where this policy is stated on their website. Although she repeatedly told me that this was their policy she was unable to show me where it is stated on the Nordstrom website.
I actually remember that previously their policy was to only give notes for alterations that were done on items purchased at Nordstrom but to me this new information implied that you would now receive notes on any alterations as long as they were paid for with your Nordstrom credit card.
I then decided to email customer care as I thought that they might be able to understand my concern if it was put into writing. I was sent an email stating to call customer service/credit services and that they would help me. If they had read the email they would have noted that I had already done this. I emailed a reply that I would like a corporate email address to escalate my concern. Of course I never received a reply.
I received emails to complete surveys for both my phone call and email to ask me "how did we do?". I completed both surveys stating my original concern and my dissatisfaction.
This was several days ago. I will continue to shop at Nordstrom as they have things that I like and good staple items that I can wear to work. I realize now though that if something goes wrong you will likely not ever receive any resolution either by phone or email.
I am more upset about the lack of a reply from Nordstrom Customer service than I am about the misrepresentation on their website.
Recently my longtime local tailor moved abruptly. At about the same time I noticed that Nordstrom had posted a very attractive ad campaign on their website. They state that you can bring in your clothing (including clothing in your closet) as long as it is new or freshly cleaned and you will be reimbursed the exact amount of your alterations in Nordstrom notes as long as you pay for the alterations with your Nordstrom credit card. It does not specifically state that the clothing needs to be purchased at Nordstrom.
I took some clothing in late last year and the Nordstrom notes appeared immediately; both were items purchased at Nordstrom. I took in a two other items at the end of January 2022, one that was purchased at Nordstrom Rack and one that was an item not purchased at Nordstrom. I did not get notes posted to my account. I then took a pair of pants to be hemmed early in February. These were not purchased at Nordstrom and this is clearly stated on my receipt. I immediately received a Nordstrom Note in the exact amount of this alteration. I then called customer service to see where my missing note was. The customer service rep informed me that only clothing purchased at Nordstrom was eligible for a Nordstrom Note. I explained that I had received a note for other items that were not purchased at Nordstrom and asked her to direct me to where this policy is stated on their website. Although she repeatedly told me that this was their policy she was unable to show me where it is stated on the Nordstrom website.
I actually remember that previously their policy was to only give notes for alterations that were done on items purchased at Nordstrom but to me this new information implied that you would now receive notes on any alterations as long as they were paid for with your Nordstrom credit card.
I then decided to email customer care as I thought that they might be able to understand my concern if it was put into writing. I was sent an email stating to call customer service/credit services and that they would help me. If they had read the email they would have noted that I had already done this. I emailed a reply that I would like a corporate email address to escalate my concern. Of course I never received a reply.
I received emails to complete surveys for both my phone call and email to ask me "how did we do?". I completed both surveys stating my original concern and my dissatisfaction.
This was several days ago. I will continue to shop at Nordstrom as they have things that I like and good staple items that I can wear to work. I realize now though that if something goes wrong you will likely not ever receive any resolution either by phone or email.
I am more upset about the lack of a reply from Nordstrom Customer service than I am about the misrepresentation on their website.
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