Decline in Nordstrom Customer Service
- Thread starter Mimmy
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I've always thought Nordstrom's reputation of having A++ customer service was seriously overblown. Or at the least, they somehow managed to coast along for years on something that may have been true in the 80's & 90's, but isn't anymore. I honestly feel like I've encountered some of the most indifferent and standoffish SA's ever in the Nordstrom's handbag department in particular.
I agree! I was such an avid luxury department store customer and have given up on all of them these past couple of years
Saks Nordstroms Bloomingdales etc their customer service is non existent whether it’s on the phone online or in store
I no longer use their store credit cards as well
sad to say but I am so over all of them
Saks Nordstroms Bloomingdales etc their customer service is non existent whether it’s on the phone online or in store
I no longer use their store credit cards as well
sad to say but I am so over all of them
I used to use store cards all the time for the points. Then I limited to Saks because their points were the best. Now they don't double or triple on brands like Chanel, so I have no incentive to use their card. My Chase Visa gets way better points, which can be used toward your balance.
A couple years ago I bought a winter coat from Nordstroms web site. A few days after it arrived, less than a week after I bought it, it went on sale on the web site for about $70 less. I called Nordstrom. They wouldn't match their own sale price. They argued that it was a "temporary sale price" that would last less than 30 days so they wouldn't match it. Grrr. I would have returned the coat and ordered another at the sale price except that I had already tailored the coat to fit me (I was eager to wear it).
Ironically the coat also went on sale on the Macy's web site the day after I bought it from Nordstroms. I called Nordstrom's at the time and asked whether they would match that sale price. No they wouldn't. They only match sale prices from certain stores and Macy's wasn't one of them.
I do love the coat, so there's that.
Ironically the coat also went on sale on the Macy's web site the day after I bought it from Nordstroms. I called Nordstrom's at the time and asked whether they would match that sale price. No they wouldn't. They only match sale prices from certain stores and Macy's wasn't one of them.
I do love the coat, so there's that.
I am glad that you are happy with your coat.
I have never tried to try to get a price match but this is also something that is posted on their website. It seems that they misrepresent some things; offer things that they really aren’t going to honor.
I was in the Rack yesterday and there was a big sign saying that things are changing. 45 days for returns, no holds, no price adjustments or matching and a few other things.
They never did price matching so I don't know why they had to mention that (I guess people kept asking for it).
I think the returns policy deadline has been around for awhile, too. I think even before covid.
I am officially done with Nordstrom. Done. I honestly don’t understand how they stay in business.
I made a purchase on 12/16. I paid extra for next business day shipping. They used USPS to send it. USPS!!! It is 12/23 and you guessed it, no package. It was last scanned in Hawaii on 12/21 (mind you, I live on the east coast of the US).
I called Nordstrom and they refunded the expedited shipping but come on! The CSR said if an item is being shipped from a store vs the warehouse, don’t ever pay for expedited shipping because it always goes out the same way, standard mail.
Their selection is average at best, their prices are often beat by Bergdorf, Farfetch etc and their service is not what it was 20 years ago. The only reason I still shop is because if something doesn’t work out, I can return to the store rather than mailing it back
I made a purchase on 12/16. I paid extra for next business day shipping. They used USPS to send it. USPS!!! It is 12/23 and you guessed it, no package. It was last scanned in Hawaii on 12/21 (mind you, I live on the east coast of the US).
I called Nordstrom and they refunded the expedited shipping but come on! The CSR said if an item is being shipped from a store vs the warehouse, don’t ever pay for expedited shipping because it always goes out the same way, standard mail.
Their selection is average at best, their prices are often beat by Bergdorf, Farfetch etc and their service is not what it was 20 years ago. The only reason I still shop is because if something doesn’t work out, I can return to the store rather than mailing it back
I will always have a soft spot in my heart for Nordstrom, and will continue to shop there, primarily because for a few years, 20 yrs ago, when I was in graduate school, I worked at one. I'll never forget my employee training sessions. I was always curious what the secret to their customer service reputation was. The answer? Being handed a small index card called the "Nordstrom Employee Training Rulebook". On it was just one sentence: "In all circumstances, use your best judgment". I remember how liberating that felt. I also remember how the customer service reputation, the "go above and beyond" mentality, and the "customer is always right" philosophy was deeply ingrained among those who I worked with. And when I went to other depts in the store, I found the same thing.
I agree that I don't find that same kind of spirit, consistently across the company, anymore. However, I do find vestiges of it, and, from time to time, shining examples of it. It is enough for me to keep coming back because I tend to find that it is still better than most other large-box department stores, and I find their employees to be, on the whole, more genuine and relatable. There's no question that I can count on better service at smaller boutiques, where there's still a sense of clienteling. For those who don't remember/had experience with the "old Nordstrom" the realities of today must appear indeed inconsistent or disenfranchising. However, there's still enough of the "good ol days" for me to keep coming back.
I agree that I don't find that same kind of spirit, consistently across the company, anymore. However, I do find vestiges of it, and, from time to time, shining examples of it. It is enough for me to keep coming back because I tend to find that it is still better than most other large-box department stores, and I find their employees to be, on the whole, more genuine and relatable. There's no question that I can count on better service at smaller boutiques, where there's still a sense of clienteling. For those who don't remember/had experience with the "old Nordstrom" the realities of today must appear indeed inconsistent or disenfranchising. However, there's still enough of the "good ol days" for me to keep coming back.
The thing that took me to Nordstroms when it opened in KOP was the fact that the had a good selection of women's shoes in big sizes. My DD took a 10. Bloomies had only a few pairs. I have long graduated to NM at KOP. I don't think it carries higher end designer clothing because of potential competition with NM and now the individual boutiques that have opened.
Technically in your shoes I would have brought it on sale anyways and then use the old receipt to return for the $70plus price. If it’s the same size same coat how would they know?
You're right, I should have done that. Although I had already tossed out the receipt from the first coat. Too efficient. Already tailored the coat, tossed out the receipt, then two weeks later it goes on sale.
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i mean if you had brought the same jacket $70 less and use your previous receipt (for the shortened jacket) to return? It’s the exact same one?
I guess just different perspectives? I haven’t done it myself but in your shoes that’s what I would do. Luckily CS in other places (not nordstroms, I don’t shop there) have no issues helping so I haven’t had to.
I absolutely believe in paying but usually there’s a two week grace period of price adjustment if the item goes on sale. And from your post it was less than a week. It doesn’t matter if the item is altered or not if it’s still available to buy at a lower price (because you can easily just buy and swap out). If there were no more sizes left in your size, when the sale occurred then yeah, I wouldn’t expect a price adjustment because I got my size before it sold out.
Thanks for your reply!
Our messages crossed in the ether. I realized you were right and edited my prior post. Yeah, I should have just swapped out the coats. I was so annoyed with Nordstrom I didn't want to deal with them again.