Nordstrom — Attraction in Murray

I have to agree with another review on here- Nordstrom customer service isn't what it used to be. With that being said, I went into Nordstrom to browse some of the Anniversay sale items today and Matt in the shoes departement started helping me. I told him I didn't want to use my Nordstrom credit card due to an issue I had earlier this year with Nordstrom online customer service.

*Earlier this year I had ordered a few items online that never arrived (several hundred dollars worth). I called into Nordstrom Customer Service and was told "your package shows delivered, there's nothing we can do." I called back and opened up a dispute and in return I received email after email of the same thing- Customer Service denying my claim for the missing package. I called and emailed 18 differnt times and kept getting the same answer. I was so upset. I even told several custmer service agents that I didn't want my money back, but I'd like the items re-shipped since the package was never received. They told me ONTRAC (TERRIBLE COMPANY) was responsible for delivering the package and their GPS shows the package was left at my door. I live in an apartment complex and there are several doors to enter the building. (UPS, USPS AND FEDEX NEVER has an issue delivering here) Customer service wouldn't confirm which door the package was delivered at. One of the women I spoke to at Nordstrom customer service told me my last resort would be to contact Ontrac. I called into Ontrac and they told me Nordstrom is responsible for the package. I had pretty much given up at that point. About a week later I decided to call into customer service one more time. I explained the situation and the agent put me on hold several times. I begged and pleaded for a refund (the items were purchased with my Nordstrom credit card- otherwise I would have filed a dispute, but even Norstrom credit card services wouldn't help) She came back on the line and said they will make a one time exception and refund my card. I was so relieved yet so dissapointed that it took this many calls, emails, begging and pleading to get my money back. After that, I paid my Nordstrom card off in full and promised to never shop there again even if it means losing my Nordstrom status. I even reached out to Nordstrom social media (instagram and facebook) and received the same level of "service."

When I went into the store today to browse, Matt helped me and he couldn't have been nicer. I explained why I didn't want to use my nordstrom card and explained the whole issue that happened earlier this year. He was so kind and aplogetic and he went above and beyond to help make the situation better. I was introduced to the store manager who was also very kind. I asked Matt if he could help me with women's clothing and other items I'm interested in and he was more than happy and willing to help.

The last several times I've visited Nordstrom, I've noticed the lack of customer service. The young people working in the department (can't remember the name) that sells FP, Good American, Madewell, etc. won't even look up and say hi. I always have to flag somebody down and ask them to help me. Now when I go in, I browse around, take pics of what I want, then go home and order the items from Neimans or Saks.

This is such a shame because I've been a loyal Nordstrom customer for years.

I would give Matt a 1000 star review if I could. He was amazing and if I decide to buy something in the future, I will only buy through him. My 2 star review is for Norstrom as a whole and is no way related to Matt and the service he gave me today. This company used to be top notch and consumers wanted to shop here because they knew they'd be getting the best service! That's no longer true.

Matt, you made my day. I know you've worked here for years as I've seen you eveytime I come in. Thank you for your kindness and patience with me today. I hope this company values you as much as...

I grew up shopping at the downtown Nordstrom when I was little. I thought everyone got their clothes & shoes from Nordstrom & ZCMI for many years🤦‍♀️🤣 Anyway--- today, as a mom....I get my kids shoes, as well as some clothing, makeup, and skin care at the Fashion Place Nordstrom. And I have always got great customer service at this Nordstrom. For this visit-- I was picking up my son's shoes I bought online from their customer service department and buying skin care. The Customer service department is FANTASTIC!!! They fixed my Nordy Club rewards, they also made sure that there were no issues with my purchase. The gentleman who helped me went above and beyond--- even calling the Nordy Club rewards Customer service line to fix my issue. I was so thankful-- because I had been missing out on tons of points. The 2nd interaction I had was with Sherry at the La Mer counter. She was & is FABULOUS!!!!! I first met her 2 months ago when I went to get a sample of La Mer. I have the Lupus Malar rash on my face, and I had heard La Mer helps fade it away (it does.) I explained this to Sherry-- and she hooked it up with generous samples. She explained how to warm the La Mer in my hands and pat it on my face. Well, it helped a lot--- and because I needed so little, the samples she gave me lasted quite some time when I used them every other day or so. On this day, because I went to pick up my son's shoes that were shipped to this Nordstrom, I decided to also get a holiday set of La Mer as well....since it really helped fade the rash. And once again, Sherry was super kind and helpful!!! She felt more like a new friend who just happens to work at the La Mer counter lol! Sherry definitely helped me out even more this time and also let me know that she told some of her customers that La Mer helps the Lupus Malar rash. I thought that was great-- because even though it is expensive and I have zero cash for make up & skin care most of the time these days, it was important enough to me--so I saved in order to get more La Mer so I could keep this ugly rash away. I don't want it to take over anymore of my face than it already has. All in all--- I had a fantastic experience at this Nordstrom. Everyone was extremely helpful on this visit, as they are on EVERY visit I've had with them. The girls at the makeup counters are extremely nice and very helpful. Nothing but exceptional customer service comes from this...

I had an appointment scheduled on Friday September 22, 2017 @ 10am with the Charlotte Tilbury counter for their special event. I came at 10 and first had my mini facial with Karri, who is amazing and did such a good job. I love the products and was ready to buy several different things. After this, I was supposed to get my makeup done with Katia. She had me sit on the chair and was gathering the supplies for my make-over, when another customer happened to stop by. At this moment, Katia turned all her attention to this particular person. It was obviously someone she had helped out before. She asked me if it was ok if she helped out this customer for a quick second. I reluctantly said "ok". Twenty minutes later I was still sitting in the makeup chair with no communication from Katia about whether she would be getting back with me soon. She was completely engaged with this other customer, doing a color match, helping her pick out samples and ringing her up, while just leaving me to sit and wait. Keep in mind that I had an appointment for this service and was very willing to spend money on product. She did not in any way seem in a hurry to get back to me. I ended up having to leave, I could not wait for her any longer. I told her that I had to leave and she said , "Oh well can you come back another time?" I said "No, that is why I made an appointment!". She just said "ok" and went back to helping the other customer. I was very disappointed with the service from Katia, I expected a lot more from Nordstrom. It was like she thought the other customer would make her more money so she just completely abandoned me. Little did she know that I was willing to spend several hundred dollars due to the fact that it is my birthday next week and wanted to buy a whole new makeup/skincare line. Myself and several of my family members shop almost exclusively at Nordstrom, but after this experience, I am not sure we will be shopping there anymore. I left completely confused and disappointed. I felt that she didn't think I was worthy of her time. I really love the Charlotte Tilbury line, but I feel that I will have to go somewhere else if this the way customers are treated. She was the only one working the counter and I understand being short-handed, but this could have been handled so much better than it was, especially...