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Nordstrom Complaint - Loyal Customer has Terrible Nordstrom Experience - Downtown Portland Customer Service
Downtown Portland Customer Service - Complaint
PORTLAND, OREGON -- I am writing today to unfortunately complain about Nordstrom’s customer service for the first time in the 20 years I have been shopping at their stores. Yesterday evening I had one of the worst shopping experiences of my life at the Downtown Portland Nordstrom location and thought everyone should be aware of this. One of the reasons I have always respected, admired, and above all shopped at Nordstrom was because of the exceptional customer service. This is exactly why when I was treated so poorly yesterday I was exceedingly disappointed. At Warren Buffet once stated “It takes 20 years to build a reputation and five minutes to ruin it,” sadly, this is exactly what happened last night.
My mother lives in Boise, Idaho where there is no Nordstrom. I live in Portland Oregon. So, my mom comes over here at least 5 or 6 times a year to visit and more importantly, to shop. We ALWAYS shop the Washington Square Nordstrom, Downtown Portland Nordstrom and The Nordstrom Rack at Tanasbourne. Not only has she been shopping at Nordie’s since before I was even born (and I am 26) but also, it is rare that she leaves to go back to Boise without spending at LEAST $1000 between the three locations. This past weekend was one of these weekends. On Saturday we visited Washington Square and made some purchases, then Sunday we went to Nordstrom Rack where we collectively spent over $700. As it was a Sunday and we were crunched for time, we raced from the Rack to the Downtown Portland Nordstrom for some last minute shopping before heading to the airport.
We arrived at the Downtown Portland Nordstrom at approximately 5:20 – 40 minutes before the store closed. I have been looking for a new handbag and was debating between a Chloe Paratey handbag and a new Tory Burch speedy type purse. As time was limited and we did not have the time to stand around while I thought, my mother decided she was going to return a couple of the items she had purchased at the Rack and purchase some Jo Malone perfume instead. The salesperson in handbags told her she would not do the return, that she could not return Rack items at a regular Nordstrom. This caught my mom and I both off guard as I had made a Rack return at a regular Nordstrom just a week or two before at Washington Square (I returned a pair of men’s True Religion jeans from the Rack and then bought a couple of full priced items in The Rail). We figured she just couldn’t do the Rack return there in handbags so we went upstairs to customer service.
In customer service there was one employee working and she was with a customer. It was apparent she was going to be working with her for a while; she looked at us and told us that it would be a bit of a wait, we told her that was okay we just needed to make a return. She looked at the Nordstrom Rack bag and said “well if that is Rack return you can’t do it here.” We were again, caught off guard, but we told her that my mom was from out of town and was leaving that night after first making some last minute purchases at this store. We asked if she could make an exception for us. She then rolled her eyes, said fine but that someone else would have to help us. She then called for the “Manager In Charge.”
The “Manager In Charge,” her card stated her name was Aimee Pickerd, came upstairs and asked us what she could do for us. We explained the situation and she just stared at us blankly and nodded continuously stating “I am sorry but we do not typically do Rack returns here as they have a different policy than us.” I said, okay, I understand that, they have a 30 day return policy but we just bought these items 2 hours ago.” She continued to nod, in a VERY condescending way, and just said “I am sorry, like I said we do not typically do this, the Downtown Rack is just 2 blocks away you can go there and make the return.” As a Portland native, the Rack is in fact more like 4 blocks away and it was POURING rain. Moreover, we now only had about 20 minutes to get down there to make the return, thus leaving us NO time to shop at the Downtown store. I said to her, “I understand you don’t typically do this, but does that mean you sometimes make exceptions?” she said “yes that is true.” To this I replied, “Okay, well then can you please make an exception today as I would like to buy some stuff at your store and will not have time if we have to go to the Downtown Rack.” To this she just said, “No, I cannot help you, I am sorry you’re on a time crunch but that isn’t my fault.” That just floored me.
Ms. Pickerd’s response was the type I would have expected from a salesperson at Macy’s, NOT Nordstrom. I then said “So you’re really willing to say no to our return and lose a customer who is going to spend a lot of money?” And she just again stated, “I am sorry I cannot help you.” We then asked for her business card and left. I was baffled that, A) ANY store (especially in this economy) would turn down a customer about to spend over $1000 on their store on a handbag alone, not to mention also purchase some perfume, and that B) she was so rude. Both of these actions are something I have NEVER experienced in a Nordstrom store. So, we left the Downtown store with nothing more than Ms. Picker’s business card and a lot of anger, frustration, confusion and disappointment, then proceeded to get soaking wet running down to the Downtown Rack where my mom was able to return her items before heading off to the airport.
Our experience last night completely made me rethink my loyalty to Nordstrom. I purchased the handbag that I have been looking for from the Bloomingdales website this morning. Not only does Bloomingdales have a product variety superior to Nordstrom, but also have way more sales, promotions and all around prices that are significantly more competitive. Frequently I can get the exact same product much cheaper from Bloomy’s than from Nordies, I have just always loved the “Nordstrom Experience” which is why I was willing to pay a little extra. This is no longer the case. And the same for my mom. She flies here to see me and shop at Nordstrom’s, now she will fly to Seattle where I will drive up and meet her and we will shop Nieman Marcus. Or we will fly to San Francisco or LA where I have sisters and we can shop at Bloomingdales. Or we will both just shop online, but definitely NOT from Nordstrom.
To bring this full circle, what I have found even more baffling is the fact that this morning my mom went to the Nordstrom website and did the “Live Chat” with a customer service representative She asked if she could return Rack items at a regular Nordstrom store. The representative said that yes, of course she could, however they would follow The Rack 30 day return policy. I have also talked with a couple of my friends who are current Nordstrom employees both at the Washington Square location and the Lloyd Center location, and they have all confirmed that they can in fact take a Rack return with no problem
My mother lives in Boise, Idaho where there is no Nordstrom. I live in Portland Oregon. So, my mom comes over here at least 5 or 6 times a year to visit and more importantly, to shop. We ALWAYS shop the Washington Square Nordstrom, Downtown Portland Nordstrom and The Nordstrom Rack at Tanasbourne. Not only has she been shopping at Nordie’s since before I was even born (and I am 26) but also, it is rare that she leaves to go back to Boise without spending at LEAST $1000 between the three locations. This past weekend was one of these weekends. On Saturday we visited Washington Square and made some purchases, then Sunday we went to Nordstrom Rack where we collectively spent over $700. As it was a Sunday and we were crunched for time, we raced from the Rack to the Downtown Portland Nordstrom for some last minute shopping before heading to the airport.
We arrived at the Downtown Portland Nordstrom at approximately 5:20 – 40 minutes before the store closed. I have been looking for a new handbag and was debating between a Chloe Paratey handbag and a new Tory Burch speedy type purse. As time was limited and we did not have the time to stand around while I thought, my mother decided she was going to return a couple of the items she had purchased at the Rack and purchase some Jo Malone perfume instead. The salesperson in handbags told her she would not do the return, that she could not return Rack items at a regular Nordstrom. This caught my mom and I both off guard as I had made a Rack return at a regular Nordstrom just a week or two before at Washington Square (I returned a pair of men’s True Religion jeans from the Rack and then bought a couple of full priced items in The Rail). We figured she just couldn’t do the Rack return there in handbags so we went upstairs to customer service.
In customer service there was one employee working and she was with a customer. It was apparent she was going to be working with her for a while; she looked at us and told us that it would be a bit of a wait, we told her that was okay we just needed to make a return. She looked at the Nordstrom Rack bag and said “well if that is Rack return you can’t do it here.” We were again, caught off guard, but we told her that my mom was from out of town and was leaving that night after first making some last minute purchases at this store. We asked if she could make an exception for us. She then rolled her eyes, said fine but that someone else would have to help us. She then called for the “Manager In Charge.”
The “Manager In Charge,” her card stated her name was Aimee Pickerd, came upstairs and asked us what she could do for us. We explained the situation and she just stared at us blankly and nodded continuously stating “I am sorry but we do not typically do Rack returns here as they have a different policy than us.” I said, okay, I understand that, they have a 30 day return policy but we just bought these items 2 hours ago.” She continued to nod, in a VERY condescending way, and just said “I am sorry, like I said we do not typically do this, the Downtown Rack is just 2 blocks away you can go there and make the return.” As a Portland native, the Rack is in fact more like 4 blocks away and it was POURING rain. Moreover, we now only had about 20 minutes to get down there to make the return, thus leaving us NO time to shop at the Downtown store. I said to her, “I understand you don’t typically do this, but does that mean you sometimes make exceptions?” she said “yes that is true.” To this I replied, “Okay, well then can you please make an exception today as I would like to buy some stuff at your store and will not have time if we have to go to the Downtown Rack.” To this she just said, “No, I cannot help you, I am sorry you’re on a time crunch but that isn’t my fault.” That just floored me.
Ms. Pickerd’s response was the type I would have expected from a salesperson at Macy’s, NOT Nordstrom. I then said “So you’re really willing to say no to our return and lose a customer who is going to spend a lot of money?” And she just again stated, “I am sorry I cannot help you.” We then asked for her business card and left. I was baffled that, A) ANY store (especially in this economy) would turn down a customer about to spend over $1000 on their store on a handbag alone, not to mention also purchase some perfume, and that B) she was so rude. Both of these actions are something I have NEVER experienced in a Nordstrom store. So, we left the Downtown store with nothing more than Ms. Picker’s business card and a lot of anger, frustration, confusion and disappointment, then proceeded to get soaking wet running down to the Downtown Rack where my mom was able to return her items before heading off to the airport.
Our experience last night completely made me rethink my loyalty to Nordstrom. I purchased the handbag that I have been looking for from the Bloomingdales website this morning. Not only does Bloomingdales have a product variety superior to Nordstrom, but also have way more sales, promotions and all around prices that are significantly more competitive. Frequently I can get the exact same product much cheaper from Bloomy’s than from Nordies, I have just always loved the “Nordstrom Experience” which is why I was willing to pay a little extra. This is no longer the case. And the same for my mom. She flies here to see me and shop at Nordstrom’s, now she will fly to Seattle where I will drive up and meet her and we will shop Nieman Marcus. Or we will fly to San Francisco or LA where I have sisters and we can shop at Bloomingdales. Or we will both just shop online, but definitely NOT from Nordstrom.
To bring this full circle, what I have found even more baffling is the fact that this morning my mom went to the Nordstrom website and did the “Live Chat” with a customer service representative She asked if she could return Rack items at a regular Nordstrom store. The representative said that yes, of course she could, however they would follow The Rack 30 day return policy. I have also talked with a couple of my friends who are current Nordstrom employees both at the Washington Square location and the Lloyd Center location, and they have all confirmed that they can in fact take a Rack return with no problem
Comments:
Posted by let me see? on 2010-01-18:
Please you are kidding? Something is very fishy here. If you are such a big Nordie shopper you would know that Rack purchases must be returned to the Rack. And all of a sudden your "friends" that work at Nordstrom says its Ok to return Rack items to a regular Nordstroms, why not go to these "friends" and make the return. And I agree with the manager, your lack of time is hardly their problem. You can not understand why Nordstroms cannot change the rules for you. And your I spend 1000's and they should let me do what ever I want doesn't hold water. I am sure Nordstroms will not miss your 1000's of dollars of spending.
Posted by Ytropious on 2010-01-18:
I wish I had 1000 dollars to blow on a purse. How can you buy something then 2 hours later decide against it? Even if your mom was leaving you could have returned the items for her another day, no? Maybe it was a recent policy change. Maybe all those times you DID make a rack return at Nords it WAS the exception to the rule? Think about that one OP. Just because you're used to being made an exception doesn't negate the fact that the original rule still stands, no rack returns at Nords.
Posted by littleyaya on 2010-01-18:
So, because you were too lazy to drive 4 blocks away, you expected them to make an exception for you? They told you they couldn't do the return. Their computer system might not recognize the Tags from the Rack. I doubt they were telling you no just to give you a hard time
Posted by ProConsumer on 2010-01-18:
There is inconsistency with the communication Nordstrom is giving. First inconsistency is that the OP was allowed to make a Rack return in a regular Nordstrom store in the past. The second one is that the store employees and manager said no. The last inconsistency is that on the Nordstrom website the chat representative said yes. So, which is it. If I were the OP I would be a bit miffed too. Either yes they can or no they cant. Either way, Nordstrom should be consistent with the information they are providing and offer education to the emnployees if needed.
Posted by Ytropious on 2010-01-18:
Pro, I addressed that. It could have been that they had made an exception for the OP the past times she returned rack items. Maybe their GM has cracked down on them and told them to cut down on return exceptions. Just because OP is used to exceptions doesn't entitle them to an exception every time.
Posted by ProConsumer on 2010-01-18:
Understood, Yt, but what about the online website chat? There is still inconsistent information going out. Stores want customers to follow policy but give out wrong information? And who is to say who is wrong? The chat representative or the in-store representatives?
Posted by Ytropious on 2010-01-18:
It's probably just that location then, the GM is cracking down. Also the 800 number or online chat is almost always going to side with the customer, they just do. But then it's the same higher authority telling stores to crack down on returns, so yes I guess your point about inconsistent information is correct.
Posted by *Brenda* on 2010-01-18:
ProConsumer, best answer!
Posted by justthefaxx on 2010-01-18:
Oh the tragedy of having to deal with this economy! I hope things turn around quickly so that you don't have to suffer the way you did.
Posted by KingJames on 2010-01-19:
what I find oddly amusing about this review is that the [nordies] employee continued to apologize and state they would not be able to take the return. and that was considered rude. interesting how when one is told no, it doesn't matter how the person saying it says it, it's rude.
Posted by Crown Jules on 2010-01-19:
I live in the Portland metro area and am very familiar with the locations of the downtown Nordstrom as well as Nordstrom Rack. In the time you spent going from handbags to customer service, talking to customer service and arguing with the manager, you could have easily walked back to the Rack and made the return. The Rack is a clearance store for Nordstrom merchandise and I liken it to a factory outlet store. You can only return outlet purchases to outlet stores and it looks like the Rack has the same rule. Maybe it's a new policy that was instituted at the start of the new year, but the bottom line is that instead of accepting what you were told you thought you were special enough to get an exception.
Posted by VIPStylist on 2010-08-23:
As an employee. It is our job to make to make the customer happy. We can take rack returns up to 14 days. I dont know why they didnt just take it back for you. The newer stores are so much better at helping out then some of the older stores.
Posted by DebAK on 2010-10-02:
Well, class envy is alive and well. Seems to me some of you out there simply resent the idea that someone might have the means to purchase a $1000 handbag. That aside, the complaint relates to the decades of insistence by Nordstrom that customers can expect to be treated exceptionally. Customer loyalty and service are deeply embedded. I work at Nordstrom--in training we are taught about the Nordstrom culture of service. Of course service should lead to more sales, but the customer should never be made consciously aware of that idea, but they acknowledge that with continued spending. If there were a compelling reason that prohibited the return--computer outage fouling register transactions, the great plague, a nuclear explosion--that would necessitate ingenuity on the part of the manager to solve the customer's problem--THAT is what Nordstrom does. Or at least that is what Nordstrom has built its reputation on. We are told to exercise good judgment. That means we do whatever is within our means to accomodate the needs of each customer without having to ask permission or palm off a customer on another salesperson. The only exception is if a salesperson literally doesn't know what to do and must refer a customer to someone who does know and can help. To the reviewer--it is so unfortunate that you had such a frustrating experience. You have every right to feel the way you feel. I would make sure the store manager knows about your visit. Those who want to issue blame to you for laziness or hypersensetivity don't lessen the frustration or offer constructive solutions. We all get in situations where time works against us, where we make purchasing choices which we regret only after leaving the store, where we find ourselves asking for exceptions we normally would shun. Give the store one more chance to win you back.
Posted by jktshff1 on 2010-10-02:
DEB..very well put
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