Nordstrom's Legendary Refund Policy Sucks
Very disappointed with the service.
I went to the jewelry department to have my Michele watch repaired (the pin and a link had came out). To the best of my understanding and from experience, as long as you have the receipt from the purchase, Nordstrom is supposed to repair any minor fix free of charge on a Michele watch.
Nordstrom is supposed to have a good return policy and I was told that if I had problems with the suit, I could always bring it back in for a refund. This was not the case and I am disappointed with the quality of the suit I purchased. I'm further disappointed that, despite finding multiple defects in the suit, Nordstrom refused to refund my money.
Exceptional customer service -- every time. I went in to make an exchange this evening and their entire team (sales associate, customer service manager, and even the on-site tailor) made the experience positive, easy and hassle-free.
The lady who helped me was very disrespectful and told me she could not help me. Instead the sent me to a a kiosk in the middle of the mall called Precision time, to see a gentleman named Joe and to ask him to repair my watch for free. And just in case he couldn't do it for free, she handed me a 20% off voucher. Joe informed me he does not work for Nordstrom and that he would in fact repaid my watch for free but he was put out she expected him to repair the watch for free.
I went yesterday as part of the Nordstrom Anniversary Sale to find a cashmere vest I'd seen online that said it was in stock at the store. I go upstairs and start looking on my own as no sales person offered to help me. I couldn't find what I was looking for so I asked one sales person to see if he could help me locate, and he just pointed me to a general direction (which I had already been looking at). I asked another sales woman in the section to help me find it, who said they didn't have it. I showed her it's in stock and she helped for a few minutes but I think gave up when she couldn't find it. Finally, I asked a third sales person who told me she had seen it downstairs in accessories. So after nearly thirty minutes of wondering around upstairs, I'm told I'm in the wrong section. I head downstairs to accessories and find it within thirty seconds.
I had gone to the Domain store two days prior and had a sales person not only show me where the pieces were, but went ahead and pulled them out herself and set up a dressing room for the pieces. Barton Creek should take a page out of Domain's customer service book, because I don't think I'll be coming back to that location for a very long time, even though it is much closer to me.
I would like to thank Elizabeth S. In the shoe department. She was helpful and give me great customer service. Another special thanks to Sarah K. For a wonderful job on my makeup. Will keep up what you showed me to do.
I ended up paying him a small fee. But, that is besides the point. She could have easily repaired my watch with the original parts I had.
Refused a refund on a defective suit. Suit has multiple tears after only 1 use. Men's Department Manager (Irving) from the Barton Creek, TX store refused a refund, at first stating the suit had been tailored and could not be returned. When I told him it hadn't he argued with me for a bit about it, then I told him to check the tailoring check, which also confirmed it had not been tailored. At first he told me that it tore because of the way I had worn the suit (above the hips). He refused the refund, offering no solid reasoning aside from "Nordstrom stands by the quality of its products" despite the suit in question having multiple tears after only one use. Irving also stated that the suits were made in Europe, by hand, and were "fragile" because of being hand-made. The suit in question clear states "Made in America" and is indeed fragile, with future tears likely to happen, since it IS a poor quality.
Nordstrom Barton Creek Square is a US Department Store based in Austin, Texas. Nordstrom Barton Creek Square is located at 2901 S Capital of Texas Hwy, Austin, TX 78746, USA.
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