Nordstrom — Attraction in Mission Viejo

This is specifically for Make up department: (I waited abit so I don’t write a review out of just emotions) I had made an appointment with one of the managers at MAC ( I don’t remember her name but they told me she is actually one of the managers- I think her name was Jazz) so I show up on Sundays ( March 19) excited and in rush to get my make up done for my best friends wedding - as a maid of honor ( they had told me I need to spend 60$ on mac product which I was happy to do so) I waited 5 min , 10 min, 15 min, finally I asked someone if they can call her to come and help me with the appointment I had made few weeks ago, one lady said oh she is on her way she should be here soon, I waited abit more and asked someone else , she said she doesn’t know, she went to see what is happening, after few min came back and said Oh she called out sick! By this time 30 min has been passed ! I was like but I made an appointment here and I have no other appointment anywhere else and I need to be helping my best friend as soon as possible ( for her wedding) I was so desperate to get my make up done , the Asian lady ( kind and in her 40-50) asked around but nobody wanted to do my make up from other brands I even offered more money or to buy from them. They seemed like, I don’t care not my problem. I ran to sephora and they said they are fully booked until 5 pm. Of course they are! It is a weekend. I just can not believe the level of irresponsibility and not giving a f in that department. My eyes got teary from anger and ran to Mac inside the actual mall there was a lady named Tania, she was soooo kind and helped me without hesitation. Although she was busy and the only one in the store but she multitasked helping incoming customers and me in between . She wasn’t ever worried about the cost - she only charged me for eyelashes like $16 . I love Nordstrom but I was blown away with behavior of that make up department- they saw the desperation but they were cold as ice. I hope the upper management provide some customer service training and teach...

Not attentive enough, been shopping there for the past 30 plus years. This time they were ignoring customers (not just me) even though I bought 6 items.

So here's what I posted on Yelp about this store and my recent purchase experience:

I've been a customer of Mission Viejo mall and particularly the Nordstrom store now for over 20 years now.

I've purchased at least 2 dozen pairs of Men's Santorelli trousers there, usually I purchase new sets every 5 to 6 years.

My last 2 purchases in 2016 and 2022. I must say that their customer service has been declining after the purchase.

In 2016 they didn't have my alterations complete as promised, I reached out to them and the manager came through by delivering my order to my house.

Moving on to my latest purchase of a half a dozen pairs in 2022, the purchase process was handled pretty well, the tailor who measured me for alterations was attentive as well. However, when I went to pick up my order, I had to wait for 2 different people for almost an hour for them to locate my order, they said it was hidden at the tailor station.

During my previous transactions they handed me or delivered to me my trousers on nice wooden hangers, nicely placed inside a cover.

This time, over a week ago, after having to wait for them to locate my order, they handed my trousers to me on plastic, cheap hangers. I had to ask for a cover, which they complied with, but they first brought out a super short cover, then they brought a super long cover (probably a wedding dress cover) that I had to help staple to make sure I didn't drag it all over the floor (and not fall over and break my neck over)

I reached out to the store manager and assistant manager via email a few days ago, so far they have brushed me off and have not responded.

Amazing how their customer service is lacking now ... Maybe I should look elsewhere for my purchases...

I went to the Madewell store and saw that the Corduroy A-Line Miniskirt was on the sale rack. Madewell also had an additional 40% off all sale items offer. The skirt was originally $79.50+tax and became around $30. Unfortunately, Madewell did not have my size.

Then, my mom remembered that Nordstrom also carries Madewell products. We went to Nordstrom, and saw the same Madewell skirt in my size. We asked the salesclerk if she could price match. However, she said that she needed the price from the Madewell website. The website still showed the skirt as original price. Slightly confused, we paid for the skirt at original price and then returned to Madewell to check the price there.

The Madewell store indeed labeled the skirt with a reduced sale price. Thus, we took a picture of the tag and skirt and returned to Nordstrom. When we showed the same salesclerk the picture and 40% sale items offer, she seemed confused and called for her manager. The two confirmed the product barcode and then mumbled and discussed the prices and said something like "Well, we HAVE to give it to them," and "Wait, we need to give them the 40% ADDITIONAL off sale items TOO?" The salesclerk then reluctantly refunded $50~something dollars. She handed us the money and receipt without saying anything.

We were glad that we got a nice offer, but didn't appreciate the attitude of the Nordstrom salesclerk. She was skeptical, acting as if we were lying. She seemed like she didn't want to give us the price match. She made us feel as if we were trying to rip her off. Hmmm... Nordstrom has a great policy of price matching, but the employees' attitudes should...