Nordstrom Return Policy Thread!!

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#1,036
I don't understand NS at all right now. I just made an online purchase that was fully covered by a note. Cancelled saying payment issues. I reached out via chat, was told it was a mistake, CS associate redid the order. Cancelled again with no explanation. The note was not reapplied to my account either.

Now I thought this would be because my points balance is negative, but I am still spending on the card so that is slowly going away. However you'd think if the note was confiscated due to the negative point balance the point balance would be adjusted, but no.

I didn't even want the notes or the negative point balance, but was told I have to spend them or lose them (if they expire) and that if that happened I would still have to spend enough to clear the negative point balance. The only reason I have a negative balance is the 10 points (or whatever it was) given when the anniversary sale snafu happened last year. I tried to see if they would remove the notes and cancel out the point balance when I returned things, but they said that couldn't be done, to spend the notes (or lose them) and eventually spend my way back to a neutral or negative point balance.

Does anyone have any suggestions?
 
#1,037
AtlantaJ said:
I don't understand NS at all right now. I just made an online purchase that was fully covered by a note. Cancelled saying payment issues. I reached out via chat, was told it was a mistake, CS associate redid the order. Cancelled again with no explanation. The note was not reapplied to my account either.

Now I thought this would be because my points balance is negative, but I am still spending on the card so that is slowly going away. However you'd think if the note was confiscated due to the negative point balance the point balance would be adjusted, but no.

I didn't even want the notes or the negative point balance, but was told I have to spend them or lose them (if they expire) and that if that happened I would still have to spend enough to clear the negative point balance. The only reason I have a negative balance is the 10 points (or whatever it was) given when the anniversary sale snafu happened last year. I tried to see if they would remove the notes and cancel out the point balance when I returned things, but they said that couldn't be done, to spend the notes (or lose them) and eventually spend my way back to a neutral or negative point balance.

Does anyone have any suggestions?
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Just advice on the the expired note purchase a gift card in the amount of the note at least a month before it expires. Nordstrom looks like they are taking back the money back from the total amount of the note(s) when you do a refund. You will be in the negative if you purchased on a high point day and then later do a return.
 
#1,038
I definitely understand that a return on a high point day creates a negative balance - that is what happened to me to start.

I didn't return anything that used a note - merely made a purchase with it and NS cancelled it with no explanation other than "payment issue". The note doesn't expire for another 2+ months. I'd really like either the shoes I purchased, the note credited back for future use, or the points associated with the note credited back to the account (reducing the negative point balance). Are you saying NS is just going to make me eat the note even though they cancelled my order, I did not make a return?
 
#1,039
Nottwenty said:
Just received a pair of So Kates, full price, from Nordstrom. They came in a beat up, unlabeled, Louboutin box. The shipping box was perfect, so it was not postal damages. The paper inside the box was balled up, no shapers or plastic sticks, no travel bag, no heel tips or bag, no envelope from Louboutin, and only one shoe had the clear plastic sole sticker. The red soles looked okay, but they seemed stretched because they slipped on very easily for new patents. I have several pairs of SKs and know how they should fit at first. I think they sent a floor model whose box and included material was pilfered. I called Nordstrom immediately and explained. They said I could return with all original undamaged box, packing materials and accessories. I tried make them understand that I never received the original stuff. They said it must accompany the shoes or a return will be declined. I again explained the problem and was told I’d be contacted today. They never called, text, or emailed me. Now what? If I pay full price, I expect the whole experience. What does anyone else think?
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Sounds like a horrible experience, I would try to return at a store if you have a store nearby, get a manager involved if you must and they could call the online people if needed. If that does not work out, I would keep calling their online customer service, take it all the way to a supervisor until you get your return approved.
 
#1,040
Nottwenty said:
Just received a pair of So Kates, full price, from Nordstrom. They came in a beat up, unlabeled, Louboutin box. The shipping box was perfect, so it was not postal damages. The paper inside the box was balled up, no shapers or plastic sticks, no travel bag, no heel tips or bag, no envelope from Louboutin, and only one shoe had the clear plastic sole sticker. The red soles looked okay, but they seemed stretched because they slipped on very easily for new patents. I have several pairs of SKs and know how they should fit at first. I think they sent a floor model whose box and included material was pilfered. I called Nordstrom immediately and explained. They said I could return with all original undamaged box, packing materials and accessories. I tried make them understand that I never received the original stuff. They said it must accompany the shoes or a return will be declined. I again explained the problem and was told I’d be contacted today. They never called, text, or emailed me. Now what? If I pay full price, I expect the whole experience. What does anyone else think?
Click to expand...

DreamingBeauty said:
Sounds like a horrible experience, I would try to return at a store if you have a store nearby, get a manager involved if you must and they could call the online people if needed. If that does not work out, I would keep calling their online customer service, take it all the way to a supervisor until you get your return approved.
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Another option is to post on their various social media pages. Include pictures of what you received:
https://www.facebook.com/Nordstrom/

Nordstrom (@Nordstrom) · Twitter

 
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#1,041
Nottwenty said:
Just received a pair of So Kates, full price, from Nordstrom. They came in a beat up, unlabeled, Louboutin box. The shipping box was perfect, so it was not postal damages. The paper inside the box was balled up, no shapers or plastic sticks, no travel bag, no heel tips or bag, no envelope from Louboutin, and only one shoe had the clear plastic sole sticker. The red soles looked okay, but they seemed stretched because they slipped on very easily for new patents. I have several pairs of SKs and know how they should fit at first. I think they sent a floor model whose box and included material was pilfered. I called Nordstrom immediately and explained. They said I could return with all original undamaged box, packing materials and accessories. I tried make them understand that I never received the original stuff. They said it must accompany the shoes or a return will be declined. I again explained the problem and was told I’d be contacted today. They never called, text, or emailed me. Now what? If I pay full price, I expect the whole experience. What does anyone else think?
Click to expand...
Did you hear back from anyone? Make sure to save everything including all correspondence and the shipping box!
 
#1,042
There was an article about credit worthiness in the NYTimes that contained this info re stores evaluating your returns:

  • Retail Equation, which helps companies such as Best Buy and Sephora decide whether to accept or reject a product return, will send you a report if you email [email protected].
 
#1,044
shopgirl1010 said:
Questions re: Nordstrom return via mail. Due to the current circumstances- I mailed in my order to return via USPS. It then got picked up by newgistics. Last update was on 3/30 saying transit. Should I be worried? Anyone have similar experience? Tia
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There's another thread on this where one poster said they could take up to 14 days. But I'm not sure if this is total transit time or 14 days after the return's been delivered to the warehouse.

https://forum.purseblog.com/threads/nordstrom-returns-delayed-recently.1026388/#post-33711479
 
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