Nordstrom Complaint - Worst Customer Service - Shoes Department
Shoes Department - Complaint
LOS ANGELES, CALIFORNIA -- After finding out some of the UGGs authorized dealers were running promotion. I called Nordstrom customer service for a price match, they promptly did the price-match after verifying the competitor's website and helped me put in the pick-up order at Westside Pavilion Nordstrom.
After 2 days of waiting, I checked my order status with a customer service online. She told me something was wrong with the system, so the store never received my order. After she spoke to the store directly, she told me my order is ready to be picked up.
When my husband and I showed up at the store to pick up my order, the manager of women's shoes department refused to give them to me at adjusted price. I told her it was an order I placed with the customer service. She simply told me they don't do ANY price match on UGGs. I asked her if this is written anywhere in their price match policy. She told me it's not written anywhere but the store policy is that no price adjustment on UGGs. She further told us if any other retailer is selling UGGs at a discount, most likely they are fake. I showed her my Nordstrom.com order confirmation, but she still would not honor the adjusted price shown on the order confirmation. She told me that I have two options, 1. Pay for the full price and then I can pick them up. 2. Go to the price-match website and puchase potential fake UGGs at my own risk. She did absolutely NOTHING to help us with our order. Plus her attitude was HORRIBLE. I was totally shocked I was being treated like that in a Nordstrom which was best known for their customer service.
Then I immediately called the custmer service again, and they said they'll re-create the order and ship them to me instead; she also apologized to me about what happened in the store though it was totally not her fault. I also filed a complaint toward the manager while I was talking to the customer service, but did not tell her about the entire situation in detail which I probably should have done.
The next day, we went to the store to file a complaint hoping the store can take this matter seriously. The store manager seemed quite supportive to the other manager's decision. I also told the store manager about her bad attitude, she told me she'd look into this, but I am not so sure what will be done.
I'm writing a complaint letter to Nordstrom. Hopefully, the corporate level can do something about this.