Nordstrom Return Policy Thread!!

[gail13]

I just had an awful experience at NR with a rude SA.

I was returning a pair of Burberry belted flats and TopShop shorts. The SA scanned the flats no big deal and then when she went to scan the shorts, it didn't go through.

She accused me of sticking on an incorrect UPC code on the TopShop shorts. I ONLY paid $19.90 for these shorts. I wasn't breaking bank with this purchase, but I wanted to return it because I never used it. I told her that I have not used them and that was the sticker that was on it when I purchased it.

I looked at my e-receipt and showed her that these were the flag, denim TopShop shorts (it was exactly as described on the receipt itself). On her screen, it showed the exact same pair of shorts.

She then went on to say that the sticker is incorrect. As a LOYAL Nordstrom customer, what am I to do at this moment? I have no idea what to say/do because this is not under my control. I have no idea what is going on with the system, nor am I responsible for what is wrong with the UPC codes/computer.

I repeated my answer saying that I purchased the shorts the same time I purchased the flats and I haven't used either since, nor do I have any idea what to do about the sticker.

Honestly - this is not a problem that a customer should attempt to solve.

Once again, she was very rude and continued to accuse me of sticking on a different sticker onto the shorts. I told her again that these were the shorts that I purchased the same time I purchased my flats.

She then went on to say that the size of the shorts were actually size 8, and the computer says it's a size 4. She then accused me of buying multiple pairs of the same shorts and returning the wrong one. I ONLY purchased ONE pair of shorts.

From this moment, I felt the SA was trying very hard to put me in the wrong.

What actually happened was that SA DID NOT read the sizing properly. If you take time to look at the tag, it says 4 US and size 8 in UK size. Instead of apologizing, she cut me off when I attempted to explain that. She did not apologize.

She ripped off the top sticker and said the sticker beneath worked. She then repeated again that those were incorrect stickers. How am I supposed to know what happened? I didn't do anything. I'm returning discounted shorts to get $20 back. I don't get why I was criminalized.

Instead of attempting to find a solution, the rude SA constantly accused me of committing some sort of FRAUD for $20 SHORTS. THIS WAS ABSOLUTELY AN EMBARRASSING, FRUSTRATING MOMENT. She was the RUDEST, MOST AWFUL employee I have ever encountered at ANY Nordstrom establishment (or any establishment for that matter). I ALWAYS go to a Nordstrom/Nordstrom Rack Store because it has always been more reliable, reputable, and has excelled in customer service compared to other department stores. I am DISGUSTED that I had to experience this.

I love NR still. It's just a shame that one employee can ruin a shopping experience and my day for that matter.

I think she went far enough out of her way to be rude; you should make a phone call or write a letter. NR would not like that. Nordstrom has added pics that show up on the screen so when a customer is doing returns they can verify it's the correct item. That should have been all that was needed. To accuse you of buying multiple sizes is just ridiculous.

 

[uadjit]

I just had an awful experience at NR with a rude SA.

I was returning a pair of Burberry belted flats and TopShop shorts. The SA scanned the flats no big deal and then when she went to scan the shorts, it didn't go through.

She accused me of sticking on an incorrect UPC code on the TopShop shorts. I ONLY paid $19.90 for these shorts. I wasn't breaking bank with this purchase, but I wanted to return it because I never used it. I told her that I have not used them and that was the sticker that was on it when I purchased it.

I looked at my e-receipt and showed her that these were the flag, denim TopShop shorts (it was exactly as described on the receipt itself). On her screen, it showed the exact same pair of shorts.

She then went on to say that the sticker is incorrect. As a LOYAL Nordstrom customer, what am I to do at this moment? I have no idea what to say/do because this is not under my control. I have no idea what is going on with the system, nor am I responsible for what is wrong with the UPC codes/computer.

I repeated my answer saying that I purchased the shorts the same time I purchased the flats and I haven't used either since, nor do I have any idea what to do about the sticker.

Honestly - this is not a problem that a customer should attempt to solve.

Once again, she was very rude and continued to accuse me of sticking on a different sticker onto the shorts. I told her again that these were the shorts that I purchased the same time I purchased my flats.

She then went on to say that the size of the shorts were actually size 8, and the computer says it's a size 4. She then accused me of buying multiple pairs of the same shorts and returning the wrong one. I ONLY purchased ONE pair of shorts.

From this moment, I felt the SA was trying very hard to put me in the wrong.

What actually happened was that SA DID NOT read the sizing properly. If you take time to look at the tag, it says 4 US and size 8 in UK size. Instead of apologizing, she cut me off when I attempted to explain that. She did not apologize.

She ripped off the top sticker and said the sticker beneath worked. She then repeated again that those were incorrect stickers. How am I supposed to know what happened? I didn't do anything. I'm returning discounted shorts to get $20 back. I don't get why I was criminalized.

Instead of attempting to find a solution, the rude SA constantly accused me of committing some sort of FRAUD for $20 SHORTS. THIS WAS ABSOLUTELY AN EMBARRASSING, FRUSTRATING MOMENT. She was the RUDEST, MOST AWFUL employee I have ever encountered at ANY Nordstrom establishment (or any establishment for that matter). I ALWAYS go to a Nordstrom/Nordstrom Rack Store because it has always been more reliable, reputable, and has excelled in customer service compared to other department stores. I am DISGUSTED that I had to experience this.

I love NR still. It's just a shame that one employee can ruin a shopping experience and my day for that matter.

I am so sorry you had that experience. It sounds like she was just dumb and aggressive tbh. You should have asked to speak to her manager then and there but it's not too late to call and complain.

 

[legibet]

I just had an awful experience at NR with a rude SA.

I was returning a pair of Burberry belted flats and TopShop shorts. The SA scanned the flats no big deal and then when she went to scan the shorts, it didn't go through.

She accused me of sticking on an incorrect UPC code on the TopShop shorts. I ONLY paid $19.90 for these shorts. I wasn't breaking bank with this purchase, but I wanted to return it because I never used it. I told her that I have not used them and that was the sticker that was on it when I purchased it.

I looked at my e-receipt and showed her that these were the flag, denim TopShop shorts (it was exactly as described on the receipt itself). On her screen, it showed the exact same pair of shorts.

She then went on to say that the sticker is incorrect. As a LOYAL Nordstrom customer, what am I to do at this moment? I have no idea what to say/do because this is not under my control. I have no idea what is going on with the system, nor am I responsible for what is wrong with the UPC codes/computer.

I repeated my answer saying that I purchased the shorts the same time I purchased the flats and I haven't used either since, nor do I have any idea what to do about the sticker.

Honestly - this is not a problem that a customer should attempt to solve.

Once again, she was very rude and continued to accuse me of sticking on a different sticker onto the shorts. I told her again that these were the shorts that I purchased the same time I purchased my flats.

She then went on to say that the size of the shorts were actually size 8, and the computer says it's a size 4. She then accused me of buying multiple pairs of the same shorts and returning the wrong one. I ONLY purchased ONE pair of shorts.

From this moment, I felt the SA was trying very hard to put me in the wrong.

What actually happened was that SA DID NOT read the sizing properly. If you take time to look at the tag, it says 4 US and size 8 in UK size. Instead of apologizing, she cut me off when I attempted to explain that. She did not apologize.

She ripped off the top sticker and said the sticker beneath worked. She then repeated again that those were incorrect stickers. How am I supposed to know what happened? I didn't do anything. I'm returning discounted shorts to get $20 back. I don't get why I was criminalized.

Instead of attempting to find a solution, the rude SA constantly accused me of committing some sort of FRAUD for $20 SHORTS. THIS WAS ABSOLUTELY AN EMBARRASSING, FRUSTRATING MOMENT. She was the RUDEST, MOST AWFUL employee I have ever encountered at ANY Nordstrom establishment (or any establishment for that matter). I ALWAYS go to a Nordstrom/Nordstrom Rack Store because it has always been more reliable, reputable, and has excelled in customer service compared to other department stores. I am DISGUSTED that I had to experience this.

I love NR still. It's just a shame that one employee can ruin a shopping experience and my day for that matter.

I am so sorry that this happened to you. It is true that discounted stores such as TJMaxx, Marshalls and NR suffer from frauds, but then they start overprotecting their counter and blame innocent customers. What happened to elisainthecity can happen to anyone.

 

[PetiteFromSF]

I am so sorry that this happened to you. It is true that discounted stores such as TJMaxx, Marshalls and NR suffer from frauds, but then they start overprotecting their counter and blame innocent customers. What happened to elisainthecity can happen to anyone.

Yes, but my biggest issue was this was that it was over $20 pair of TopShop shorts. I wasn't returning a big purchase. It was a mere $20. I don't even know if TopShop is a brand that is counterfeited often?

I wrote to NR rack. I'll keep you posted if I hear anything back.

Thanks all for listening my rant. =X

 

[cheermom09]

I'd like opinions on this... My daughter wore shoes to homecoming, and I knew there was a good chance she wouldn't wear them again. However, you never know for sure... Well, they gave her blisters, so she will not wear them again. I had a different shoe return last night and mentioned the hoco shoes to the SA and she told me to return them.

This is my struggle. I feel like it is not moral to return them, however, in light of the fact she got blisters, she truly can't wear them again, even if she wanted to... I hadn't even thought of returning them until the SA suggested it.

Thoughts?? What would you guys do? It doesn't really matter, bc I was fine with the cost, but they were about $120.

 

[BeenBurned]

I'd like opinions on this... My daughter wore shoes to homecoming, and I knew there was a good chance she wouldn't wear them again. However, you never know for sure... Well, they gave her blisters, so she will not wear them again. I had a different shoe return last night and mentioned the hoco shoes to the SA and she told me to return them.

This is my struggle. I feel like it is not moral to return them, however, in light of the fact she got blisters, she truly can't wear them again, even if she wanted to... I hadn't even thought of returning them until the SA suggested it.

Thoughts?? What would you guys do? It doesn't really matter, bc I was fine with the cost, but they were about $120.

I agree with your morals. They're WORN and IMO, shouldn't be returned.

While I understand that a defect can sometimes show up after use but shoes that cause blisters aren't defective; it's a fit issue.

Since your daughter won't be using the shoes again, why not just sell them yourself? You can state that they were used once for (however many) hours and were originally purchased from Nordies.

But I do NOT think shoes that were used for the purpose of the original purchase should be returned!

 

[bruzer]

I received a Rebecca Minkoff handbag in the mail today (from Nordstrom.com) that had no tags, no dust bag and worst of all change in the zipper pocket. There are no signs of wear on the corners but you can tell that the bag has been used because of how the leather looks. I can't really explain it but you know how leather looks and gets softer, slouchier, and kind of wrinkled after a couple months use. There is also pilling from the previous owners clothing on some of the stitching on the crossbody strap.

I called CS and told them everything and the CS representative said well lets see why you didn't get a dust bag, uhh that isn't the real issue. The only thing she did was say oops, sorry and that they would tell the warehouse about this so it wouldn't happen again. No trying to locate another one or anything. This purse was on sale and she made made it sound like you should expect that with a sale item.

I plan on mailing corporate and was wondering if the address on their website is the best place or what you all think I should do? I am not looking for money off or anything like that, just some actual concern that they are selling used items at a full priced Nordstrom store. I also know that they will just resell this bag when I return it and that isn't right either.

 

[BeenBurned]

Your issue is exactly why used items should be returned to stores and why stores shouldn't accept them. When customers buy from a store, they expect a new and unused item and too often, customers don't tell the truth when they return and SAs aren't careful enough to scrutinize returns to make sure they are still unused.

I'm sorry you didn't get what you paid for and although I realize you aren't looking for compensation, you should get it.

 

[Alice1979]

Hi does anyone know the time limit on the return for unworn and unused merchandise with sticker, tag/box, and receipt? Also are their return policies different for designer items? TIA!

 

[Tuuli35]

Hi does anyone know the time limit on the return for unworn and unused merchandise with sticker, tag/box, and receipt? Also are their return policies different for designer items? TIA!

I returned unused bag which still had tags on a year later without any issues.

 

[shoppinggalnyc]

I just returned a pair of Jimmy Choos that were new in box that were almost 2 years old. They were just sitting in my closet because they looked nude in the store but when I took them home they looked yellow. I kept trying them on but always put them back because they just didn't match anything.

 

[Alice1979]

I returned unused bag which still had tags on a year later without any issues.

I just returned a pair of Jimmy Choos that were new in box that were almost 2 years old. They were just sitting in my closet because they looked nude in the store but when I took them home they looked yellow. I kept trying them on but always put them back because they just didn't match anything.

Thank you! I texted my SA, and he told me to just bring the item in. He said that as long as the system could locate the transaction, the return should not be a problem. My item is 18 months old They have been sitting in my closet unworn.

 

[Nikki172]

Does anyone know the mailing address to send back parcels? I've ordered a stunning pair of Jimmy Choo booties that are too small But since I'm outside of the US I can't use the complimentary return label and can't find a mailing address anywhere. Thanks!

 

[hannah.hewi.]

Does anyone know the mailing address to send back parcels? I've ordered a stunning pair of Jimmy Choo booties that are too small But since I'm outside of the US I can't use the complimentary return label and can't find a mailing address anywhere. Thanks!

If you go to their website and start a chat online with a representative they can help you get in touch with an international store, which can then in turn create a shipping label for you. I live in Canada and have done this twice because like you I cannot access the online return shipping labels available to US customers. The other alternative which they told me I could do would be pay for postage and then they would refund me the balance when they made the return to CC.

 

[Nikki172]

You're amazing hannah.hewi, I ended up emailing them as the wait time on their live chat was a painfully long. They sent all the info I needed. Thanks again [emoji5]️ btw, I'm a newbie and can't figure out how respond to your reply, so forgive me. x