Nordstrom — Local services in Austin

Wow I had a manager make an example out of me at your Domain location. I bought a pair of Alo leggings and they didn’t fit. I figured that out after wearing them. I took them back within 3 days of receiving them. They were worn, I wasn’t hiding that fact. The cashier I went to in the athletic department, she could not have been going any slower, If she was going any slower she would have stopped. No consideration for the line that was forming behind me. I understand that some cashiers are faster than others so I absolutely understood. We had a pleasant interaction, I explained the situation, I had my receipt, my order number. She was unsure how to resolve this issue. It was her last day and wanted to loop in a manager. Simone (the manager) came over and I explained the situation, again, he asked where the tags where I mention I didn’t have the tags. I wore them to figure out I needed an adjustment in the sizing. I was within the window of return. He said no. I asked about the return policy, since it’s common knowledge that Nordstrom has a great return policy and he said it’s case by case. He mention that if it was a pair of shoes clearly worn and they hurt they could be returned. I let him know these leggings hurt, he said I was lying. I mentioned how the customer should be right, he said that doesn’t apply in this situation. What a terrible and wildly unprofessional interaction. Looking at the reviews on Google this Nordstrom is really lacking in customer service. I learned this first hand. In the economy we live in luxury goods are not a necessity, when I’m investing in something I want a product that is going to fit properly. I did my part and went within my window of time, drove 45 minutes to exchange in store with the goal to find my proper size, and was met with resistance and someone who wanted a power struggle. Shopping is an activity that should be welcoming, respectful, appreciated, fun, and something to look forward to. This was beyond frustrating and frankly a maddening experience. At the end of the day I was able to return them online with no issues. Why are these two avenues NOT aligned? With the policy being case by case I was the chosen one to be told no, in store. Lucky me! I can’t get over how rude and unprofessional Simone was. Maybe this isn’t the right position for him and he should find something without customer interaction. What an awful representation for a luxury brand. Maybe this policy has to change with the historical highs in losses from shoplifting from across the country, but with the mission statement of the store being to exceptional customer service and great experiences. Maybe treating the honest and loyal customers you do have with a little more dignity. I read Nordstrom’s mission statement, their vision statement, the code of ethics, the common thread was customers are the number 1 priority, it looks like they are the ones...

My partner and I buy our La Mer products at the Domain, and spend between $500-$1000+ when we shop there…and we buy clothing item as well. This is the 3rd time (if not 4th) time that what we chose does NOT get home with us. Twice in the last year, we have asked for foaming cleanser specifically, only to come home with face scrub. We have 2 boxes extra. Our last purchase, we asked for the original La Mer moisturizing cream. The display/tester was out, and the sales lady opened the drawer and brought out a new one. I specifically said that is the one I want. We ended up with La Mer “soft” cream. We have 2 large containers of the soft cream, and I am sure that we previously asked for the original, and came home with soft cream. We have been using samples since that purchase, and as you can see in the picture, we are out of the original. This cannot be a mistake, and we are tired of calling to air this out. We live 35 miles from this location so “running” to your store to exchange is VERY inconvenient. We have just accepted the purchase and our next time there bought again what we needed. (I think my partner exchanged product once, if not this year, last year.) This is an ongoing problem. Either your sales people are grossly incompetent or you are pushing out overstocked items. Do we really need to check every item of a $1000 purchase before we leave? Wow. We will not be purchasing products from this location unless this can be explained and corrected satisfactorily, and I will be letting my family and friends know to purchase beauty items from another retailer or on line. There were 2 ladies working on the purchase, one ringing up the transaction and another wrapping. Perfect for switching or not knowing products. We introduced this line to several people by purchasing gift packs, and replenishing what they like on birthdays, etc. We are very unhappy. We don’t like to complain. We just don’t want to sit on $1000 of products that are just sitting in the...

I usually love shopping at Nordstrom since we don't have one in New Mexico. Thankfully, the return policy is awesome. No fuss. Why am I happy about that? Well, I walked through and fell in love with a pair of boots. I tried them on and didn't want to take them off. The salesman, Petru, brought out the two sizes I asked for and after I had tried on the one size, he removed the larger size and promptly put them away. Inside the box of the pair I had on was a reduced price ticket. Petru said this was a sales price that was supposed to have been taken out of the box but since it was there, he would honor the price. Petru told me how wonderful the boots are and how great they looked on me, etc. Really seemed to want to make the sale.

I debated a while and then decided I did not want to live without these gorgeous boots. Petru even offered to ship them to me so as to avoid extra luggage fees. He said, "I will ship this exact pair to you." That phrase makes a whole lot of sense now that I look back on that purchase.

When I got back to my hotel room and took the boots out to show my husband, I realized the boots were "pre-owned." There were minor scuffs on the bottom and I remember not seeing any packaging inside the boots, as you would normally see inside a brand new pair of of boots. I was extremely annoyed that Petru may have been a tad dishonest in his sales tactics by telling me the price was a mistake but that he would honor it. I believe the fact of the matter is they could not sell those boots at their full retail value because they had already been worn. I could be wrong but I think I smell a rat.

I took the boots back and was promptly refunded my money without any questions. Great customer service. Bad sales tactics. Petru! One phrase for you, my friend,...