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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.
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.
Comments:
Posted by goduke on 2009-11-30:
Why not just go to the UGGs authorized dealers in the first place?
Posted by daphne0910 on 2009-11-30:
I live 2 blocks from the Nordstrom. So I thought if I place a pick-up order, I could get them immediately instead of waiting for the shipping. But now, I have to wait for Nordstrom's shipment....
Posted by Ponie on 2009-11-30:
Well written, understandable complaint. However, I question your wanting to take this to corporate. You received resolution, even though it is more than one trip to the store which is only two blocks away. You already voiced your displeasure with the employee to a manager. Are you seeking revenge and demanding the employee kiss your UGGs? You got what you wanted, let it go.
Posted by daphne0910 on 2009-11-30:
Thanks for your comment. I'm sorry that you don't agree with my approach escalating this issue to corporate. The way I look at this is different. I did get resolution on the order, but not how we were treated at the store by an employee at managerial position.
Long story short. Before we went to the store the next day, everybody in the customer service dept knew about this incident. When we filed a complaint with the in-store customer service, they told us she was not there, so they can’t really judge what actually happened. Plus, the store manager stood by the other manager’s decision not letting us pick up the order. It comes down to my word against the other manager’s. So we definitely don’t feel like the store is taking this seriously.
The bottom line is the way she talked to us was totally disrespectful. We told a friend about this, he was really surprised by the level of customer service, and then shocked when he knew this happened in a Nordstrom, a store best known for their outstanding customer service. We are not seeking vengeance; we just want apology from the store.
Long story short. Before we went to the store the next day, everybody in the customer service dept knew about this incident. When we filed a complaint with the in-store customer service, they told us she was not there, so they can’t really judge what actually happened. Plus, the store manager stood by the other manager’s decision not letting us pick up the order. It comes down to my word against the other manager’s. So we definitely don’t feel like the store is taking this seriously.
The bottom line is the way she talked to us was totally disrespectful. We told a friend about this, he was really surprised by the level of customer service, and then shocked when he knew this happened in a Nordstrom, a store best known for their outstanding customer service. We are not seeking vengeance; we just want apology from the store.
Posted by Ponie on 2009-11-30:
daphne, I agreed the order placement/pick up was mishandled. It was resolved. You won't be happy until the employee is publicly flogged or run out of town on a rail, will you? How management deals with or reprimands an employee is NOYB and you'll never know--nor should. Stop beating a dead horse and enjoy your discounted UGGs.
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