Nordstrom Return Policy Thread!!

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#91
Finally after 1 hour and 4 minutes on a conference call with .com & credit. They both were telling me that I was wrong. FRUSTRATED, ANGRY, MAD, DISBELIEF..& many more emotions was going through my head throughout the call. Finally after so much talking back and forth. I finally got her(credit) to do the math my way and she did.. then I asked her why is there 290.61 I owe on my account when it has to be 0.00.

BING!! LIGHTBULB! Credit realized the error.. she asked to put me and .com on hold while she went to get a second opinion on it. She came back and said.. We are so sorry you are correct. we do owe you the 290.61.. I'm really sorry for this mistake blah blah blah.. credit ended the conference call. So .com kept me on the line while she credit my account and she said to call back/check in with her on Tuesday to make sure everything is correct.

I am so happy! Unfortunately this was so stressful for me to be on a conference call, listening to both of them telling me that I am wrong!! They wouldn't try to do the math a different way.. only to whats on the statement.. which still doesn't balance anything out. 90% of the time they made it feel like I was never going to be right. I just wanted to scream, yell, slam the phone etc, while talking to them. When I asked you guys & everyone else and their mommas about this.. they all said I was right.. It just killed me that they wouldn't see my point of view.. This is actually chump change for a company that makes billions of dollars.. This is really going to change the way I shop from now on.

Just be careful when taking care of something like this..look at your statements correctly and be persistent with the company.

They should have gave me the $$ for all the trouble they have caused.

Thank you ladies for listening to this frustrating story.. don't ever let them get away with anything..
 
#94
OP - I am sooo surprised they didn't reimburse you for your troubles. I know there is technically not much they can give.. but it is so rare Nordstrom troubles come to this, I think the last time I had a situation was umm.. like 7 years ago, and they gave me a certificate to cafe Nordstrom which I thought was cool. YOU were honest with them and you got punished! Now of course we should all be honest either way for our own consciences but it sucks to have to deal with the headache when they should be thanking you. :-/
 
#95
Oh OP, i am glad they FINALLY got it in the end and all will be sorted, i really think they should give you some compensation though for all the trouble you had to go to plus the cost in phonecalls, you would think that if they valued their customers and wanted to give you an incentive to shop with them again then they would of done, what a bad way to run a business, i am rapidly going off these big companies now, it is all way more hassle than it is worth, hope you are okay? :hugs:
 
#96
saban said:
OMG I'm glad everything got sorted out properly but that's just way too much trouble. If it were me I'd be sending an email to Blake Nordstrom to let him know how bad the math is in accounting.
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I was just going to post the same thing. Email Blake Nordstrom and I promise you, you will get an answer either email or phone call from HIM! He's a very nice man and understands that the customer's concerns come first. Even though it's been resolved, some should be aware of the incompotence that is Nordstrom Finance/Billing dept.

Glad to hear that things got straightened out.
 
#97
rnsmelody, glad you finally got the credit department to listen but really it shouldn't have been this hard and just think if you didn't tell them you had the bag PA you would have had a credit to explain to them....or the fraud department

email Blake and let him know your frustration also mention that the credit department may need some training in basic math
 
#98
Hey OP, I just read through everything, and I can't believe your situation. I definitely agree with the posters above to contact Blake Nordstrom and notify him of the situation. Even though everything was resolved, it took a lot out of you. My bf was in a different situation with a return and he was not happy with how things were handled. He emailed Blake, and Blake gave bf a phone call, and even sent him a personal check (from himself-not Nordstroms) to reimburse him for the amt of his would-have-been return, and told BF to keep his purchase.
 
#99
I read through your horrible experience and all I could do was cringe. It is disheartening to hear that all this trouble was because you were trying to be honest and do the right thing. Nordstrom should have been thanking you.

From my experience, Nordstrom (the store) has excellent customer service. Nordstrom.com, however, not so much. I think it is because they have different standards for their retail store employees and their .com employees. If I were you, I would contact corporate and complain. The least they can do is offer you a discount off your next purchase so that 1. you continue shopping with them and 2. you do not cancel your Nordstrom account. Let us know if they were able to make it up to you.
 
#100
Thanks ladies! Since I am a lot calmer now, after everything. I will definitely email them about this problem. Do I just use the contact us form? Since I can't find an email address on the nordstrom.com website. Thanks!
 
#103
Phew! What a hassle for you! I'm really glad it was finally resolved, but I'm sorry they didn't give you some sort of better apology (gift certificate of some kind) to make up for all the stress of it, and loss of time you suffered through.
 
#104
Thanks for all your comments about this matter! It honestly feel better now.. So I wrote a very long email to them on Monday & sent it in later at 9pm. The customer service rep responded the next morning at 7am! I thought it would take a few days but I am very impressed. Here is the email:
Dear Ms.

Thank you for contacting Nordstrom regarding your order ######### and return for the MARC JACOBS 'Rio Stardust' Studded Satchel. Nordstrom prides itself on providing superior customer service and it is clear we let you down.

I have taken the liberty of submitting your feedback to the appropriate departments and supervisors so this issue can be looked into and addressed. Your satisfaction with our website and stores is our highest priority and I do hope you will give us the chance to show you the service our customers have grown to know and expect.

Thank you for taking the time to share your feedback and thank you for shopping with Nordstrom.

Sincerely,

xxxx
Personal Shopper
Nordstrom Direct
888.282.6060
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I'll keep you gals updated if I hear anything more from them.
 
#105
Sorry you had to endure this ordeal! I thought math was a required course in every school lol. Glad it's finally resolved! Thanks for sharing your story; I am definitely more wary of price adjustments and returns now.
 
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