Nordstrom — Attraction in City of White Plains

I need to express my significant disappointment regarding my recent interaction with the retail associate named Florije. I visited the store on the second floor to return several dresses I had purchased online, and from the moment we approached the counter, Florije’s rude demeanor was apparent. She spoke down to me when I mentioned that I was uncertain about which dresses were associated with my three different order numbers. Her facial expressions and eye-rolling were completely unprofessional.

When I requested help identifying the items, she curtly instructed me to “give her the dresses in the order.” This response left my sister and me bewildered, especially since all the dresses were black and floor-length, making it difficult to distinguish them without assistance. In a striking contrast, when another customer entered the scene, Florije suddenly transformed—smiling and proffering help with enthusiasm. It was glaringly obvious that she had no intention of offering the same level of service to my sister and me.

After finishing the returns, she turned away without a single word, leaving me to ask, “Is everything done?” Rather than answering, she dismissed us with a curt hand gesture, which felt exceedingly disrespectful.

Thankfully, a remarkable associate named Graziella came to our aid. When I indicated that I hadn’t received assistance, she graciously offered to let me try on some dresses. As soon as I accepted her offer, Florije abruptly intervened, declaring, “She is with me,” and attempted to snatch the hanger from my hand. I firmly stated my preference to work with Graziella, as Florije’s earlier attitude had clearly made me uncomfortable. It was apparent that her sudden interest in assisting me arose only at the prospect of a potential sale.

Had it not been for Graziella's exemplary support, I likely would not have purchased five dresses that evening, nor would I be planning a return this weekend to try on suits. As Graziella took the dresses to the back, I overheard Florije disparaging her, saying how “messed up” she was and labeling her as unprofessional. I was astounded that Florije would choose to belittle a colleague in front of a customer, especially considering my decision to avoid her due to her unkind treatment.

Feeling a sense of responsibility for Graziella's dismay, I approached the dressing room to apologize for Florije's behavior. In response, Graziella graciously reassured me that it was not my fault, expressing sympathy for my discomfort. Her warmth and friendly demeanor made a world of difference.

When I exited the dressing room, I spotted a woman I presumed to be the manager, Lisa. I approached her to share my concerns about Florije's conduct. Although Lisa appeared busy, she took a moment to acknowledge my feedback and apologized for the troubling earlier interaction. However, Florije audaciously interrupted, attempting to justify her actions, which only increased my discomfort. I made it clear to Lisa that I wished to discuss the matter privately and underscored that Graziella had been nothing short of professional and wonderful throughout my visit.

It is essential to commend Graziella for her outstanding service during this entire experience. Her kindness and professionalism made an otherwise difficult situation bearable, and I believe she deserves recognition for her exemplary commitment to...

I want to start by saying how much I appreciate Graziella—she truly saved my experience at this Nordstrom location. Her professionalism, warmth, and genuine hospitality almost made me want to give a 5-star review on her service alone.

However, if I’m being honest, my experience as a whole was nearly a 2-star one due to how my sister and I were initially treated. When we first arrived, Florije greeted us coldly. I didn’t think much of it at first since we were just making a quick return, but the way she spoke down to us really struck a nerve. At one point, she even left us mid-conversation to immediately assist another group of guests, with a noticeably friendlier attitude. The contrast was clear—she can provide excellent customer service, but for some reason decided we weren’t worth that same courtesy.

When finishing the return, she dismissed us with a wave of her hand, turned her back, and didn’t even look at us. I asked if there was a trash can nearby for the bag, and instead of assisting, she simply pointed behind the counter and expected me to throw it away myself. As someone who also works in retail, I found that especially off-putting—I would never ask a guest to step behind the counter.

Later, when I found a few dresses to try on, Graziella approached my sister to see if we needed help. She kindly offered to set us up in a fitting room, but before she could, Florije abruptly stepped in, berated Graziella in front of us, and made my sister feel very uncomfortable. Throughout our time in the store, Florije continued to act passive-aggressively—slamming items, scoffing near us, and even making condescending comments like, “Those are formal evening dresses. Casual dresses are on the other side,” as if we didn’t know the difference. It was unnecessarily rude, unprofessional and completely unsolicited. She spent the whole time ignoring me and now i was buying a dress she’s take interest.

In contrast, Graziella was wonderful. She was attentive, warm, and made us feel welcome—not just in her tone, but in the way she spoke to other guests as well. Several other employees we interacted with were also kind and professional, which made it clear that this negative experience wasn’t reflective of the whole team.

It’s unfortunate that one person’s behavior can sour what could have been a great shopping trip. I’m grateful for Graziella and the other associates who treated us with respect and care, but I hope management addresses the unprofessional behavior we experienced from Florije. Guests deserve consistent hospitality, and no one should feel dismissed or looked down on in a store...

I purchased a Canada Goose white coat at the Nordstrom White Plains NY, 5 years ago.

The issue is, the color from the dark trim piping is bleeding and no dry cleaner would clean the coat. I have been trying to get a Dry Cleaner to clean the coat, but they would not. The coat was a gift for my wife and I paid over$900 . This should not happen.

I went to Fabricare Cleaners, 11/2/23, located in Norwalk Ct.and discussed the issue with the technical expert, Felix and Eduardo . They show me why it cannot be cleaned. He took a piece of tissue, wet it and rub it on a dark blue trim anywhere on the coat and the dye rubbed off in all the areas where there was the dark blue trim. Felix said that it is obviously the manufacturing process where the dye was not set properly. Felix will be happy to be a reference as the subject matter expert. I have been trying to get the coat cleaned for years and no cleaner would take it to clean. How can Nordstrom sell a product that cannot be cleaned

Ernesto Bernal is the customer care manager at Nordstrom White Plains NY, he specifically cited the ‘dirty’ condition of the coat is the reason ‘ he cannot’ accept the return. He rudely disregard my argument that the reason why the coat is dirty is because no dry cleaner would take the chance to clean it, since I purchased the coat at full price in 2018. He embarrassed Valerie, repeatedly, citing how poorly cared for the garment was. I again noted that it was ‘dirty’ because for years we could not find a cleaner that would clean the coat, which he dismissed and ignored. Is it because I’m Asian? And not a rich white client? Ernesto, intentionally or not made me feel as a disposable customer. He obviously made up his mind before I met him to not accept the return. On the phone, he would not explained under what condition would he accept the return, quite the opposite. He kept asking for things, first pictures , then made me look for the receipt, and finally when I produced these ‘proof’ items, he asked me to come in so he can ‘see’ the coat. However he kept trying me to go to another Nordstrom. Ernesto was obviously looking for a way not to accept the return. Once he made his ’decision’, he seemed to just want us to ‘rush’ out of the store. Is this the exceptional Nordstrom Customer experience? I know that when Amazon says that, they mean it. Is Nordstrom customer service just lip service? Or do they arbitrarily service certain people better than others?

I wish Nordstrom stop passing the issues along and...