Nordstrom — Local services in Arlington

Sales rep in cosmetics department was horrible! It may not matter but her f'd up attitude and piss poor customer service just affected Nordstrom's bottom line in a very small and minuscule way because i'll never shop in their stores again. Granted it's less than a grain of sand on the beach but so what...i'll be saving it or spending it elsewhere plus doing all i can to deter anyone else from shopping there. Can you imagine going to a job interview and expect the interviewer to greet you (as if they need you or what you have) instead of it being the other way around? Or how about any place of business where you're the paying customer and it's expected that you (the PAYING CUSTOMER) is looked at to greet the business/sales rep who's trying to sell you something as if you (the PAYING CUSTOMER) have no other options and need to come to them for their service(s). Well, that is exactly what happened in the cosmetic department in the store in Pent City. I walk up to the counter and the rep comes to the other side and we basically have a staring contest for about 10-15 seconds. I was kind of joking at first but she was steadfast that she wasn't going to offer any type of greeting...hi...hello...may i help you...NOTHING! I mentioned that "its good customer service to greet your customers..." to which she replied "you could have just as easily greeted me." after a tad bit more of back and forth banter, her final comment was "i'm a man so i should speak/greet first" to which i replied "my gender has nothing to do with anything...in this situation i'm A/THE CUSTOMER." It shouldn't matter if i was a dog, cat, alien, etc...i'm in your establishment to spend my hard earned money. Nordstrom's spends millions on advertising to get CUSTOMERS in their stores to buy their products. Maybe they could spend a little less if they didn't hire reps with crappy attitudes who lack the ability to remember &/or acknowledge their role and responsibility is to service the customer and do their best to make their experience such that they become or (want to become) repeat customers. I bet if it was her bottom line being impacted that her actions and attitude would change. Finally, i sarcastically said "you're customer service is great" to which she replied "yeah i know that's why i'm still here." Well her still being there just cost Nordstrom's the grain of sand that i contributed to them in the form of the thousands of dollars that i used to spend there yearly on their moderately expensive to very expensive colognes. I hope this review costs them more $$$$ and then maybe they'll tell the rude rep to do a Lebron and take her ratchet talents to south beach...

This review is specifically for the great customer service that I experienced at the fragrance counter at Nordstrom Pentagon City with Advisor, Garrett Royal-Thompson. I would like to express my deepest appreciation for Fragrance Advisor, Garrett Royal-Thompson. I had the most special experience with Mr. Garrett on Monday, July 14, 2025. He is excellent at what he does, so pleasant and very informative. I explained to him that it was the day before my birthday and in years past, my mom and I shopped at the Anniversary sale together, My mom’s birthday is the 18th. I came into the store alone this year but was thinking of my mom the entire time. I lost my mom September 2023 & it has been extremely difficult for me. Mr. Garrett and I talked about her & he could relate as he had lost his mom as well. He has such a kind heart and made my experience the best that it could be without my mom.

After he explained various scents, layering combos and let me sample many fragrances I settled on the PDM Valaya Anniversary sale set. Valaya has been on my wish list and now was the perfect time to get her. Another added plus was an engraver was there who could engrave the bottles I purchased. It was as if my mom sent me to the fragrance counter to meet with Mr. Garrett on that day.

As I waited for the engraving, Mr. Garrett had a drink prepared at the Nordstrom Cafe with the sweetest message… “Happy Early Birthday…we are sorry for your loss…We Love you…” That hit me so hard. It warmed my heart! It was such a beautiful gesture to help me through this difficult time. The attention to detail and the way Mr. Garrett treated me was Outstanding. He wanted to make sure that I could still smile & enjoy my special day. Mr. Garrett saw to it that I had the Best shopping experience.

Going “Above and Beyond” is an understatement for what Mr. Garrett did for me that day. I will never forget how well I was treated and taken care of in the most special way. Mr. Garrett should be commended on a JOB EXTREMELY WELL DONE!!! I can’t thank him enough! It was truly a pleasure working with him and his team because they were right there beside him to make sure I was COMPLETELY taken care of. I highly recommend anyone to go and see Mr. Garrett if you are looking for a new fragrance and would like the best shopping experience. I will definitely be back to shop as well.

Fragrance brings me a sense of peace and calm and Mr. Garrett definitely brought peace and calm to my spirit that day. I am forever grateful for his service.

Thank you a million times Mr. Garrett. You are the definition of GREAT CUSTOMER SERVICE!

Waynett...

I have been visiting this store for about 20 years now. I am from out of town about 4 hours away, so I only come once or twice a year. That way I think I’m able to see changes in this store from a different perspective than a local shopper might. This Christmas when I visited The Pentagon City store, I was shocked at the changes in the men’s department, especially the shoe department. 20 years ago and right up through pre-pandemic times, there was a beautiful, large selection of men’s leather business casual and leather dress shoes. The employees were always immaculately manicured, dressed and most professional in their demeanor.

This year, however, I was utterly dismayed to see that the selection, quality and brand variety had dwindled significantly, and the selection of shoes now tilted heavily toward the athletic variety. Now Nordstrom has always carried athletic shoes, but it seemed like the department of 2021/22 has been over-run with trendy sneakers. There were fewer beautiful Italian leather shoes and other leather shoes from Europe and America. The venerable shoeshine looked bored, as there were no customers for a good hour I don’t think. I was also surprised to see one of the employees dressed in street clothes. He was literally wearing some type of casual athleisure. I think that is just crazy at a Nordstrom.

Finally, I wear a size 15 EE, and so for the past 20 plus years Nordstrom has always been the go-to place for a good selection for quality shoes in my size. Admittedly over the past 7-10 years, the selection in my size has been getting smaller, and styles and trends do change and come and go, but this year, the department for me was a former Shell of itself. I found zero. Extremely sad.

EDIT-----DEC 2022---THANK YOU FOR YOUR RESPONSE, NORDSTROM. SADLY, I RETURNED THIS YEAR TO FIND THAT THE MENS DEPARTMENT HAS CONTINUED TO DECLINE. EVERY SINGLE EMPLOYEE LOOKED LIKE THEY JUST CRAWLED OUT OF BED, OR OUT OF A TARGET. THE SELECTION WAS EVEN WORSE, THE BRANDS EVEN MORE AVERAGE. THE STORE LOOKED A MESS. I MEAN REALLY I DON'T MEAN TO BE HARSH, BUT APPARENTLY THE STORE HAS SIMPLY CHANGED ITS MISSION. RIP EXCELLENCE, UNIQUENESS...