Nordstrom Rack — Local services in Burlington

Worst retail experience of my life!! I had never shopped here myself, but I shop at Nordstrom fairly regularly and they are always amazing with returns. Apparently the Rack is a while different animal. I received some gifts from my mother in law purchased at the Burlington location, a couple of outfits and some boots. The only problem was, they didn't fit. So I came to return them, assumed I'd at least get store credit since all the items were unworn, with the tags still on. I thought I'd exchange them and shop there for a friend's upcoming wedding. Nope! They told me I needed a receipt. I explained that they were gifts and I didn't have the receipt. They said there was nothing they could do. So I called nordstrom rack customer service who told me that they should be able to scan the items and find the receipt and that I should speak to a manager. I never want to be that person to give people a hard time who are just doing their jobs, but I also don't want to be stuck with a bunch of stuff I can't use! So I politely asked for the manager and apologized to the cashier for the hassle. He was very nice and understanding. The store manager however, who was visibly annoyed, came to the front of the store and informed me that she wasn't going to do that and as the store manager it was up to her discretion to do that and straight up refused to even try! I called back to customer service and spoke to another person who informed me that she was right, as the store manager she could refuse to scan in the items so I could return/exchange them! Thanks a lot lady! I guess you really got me, since you're in charge and can screw me over. Amazing customer service.

I didn't even get her name because I was so upset about the fact that she was refusing to help me just because she could. But she was TERRIBLE. Needless to say, I'm now stuck with 100s of dollars of merchandise that I can't use and I won't be stepping foot into this location ever again. I'll stick to Marshall's if I'm looking for discounts, they have never been anything but...

Good afternoon. I just left your store frustrated with the new stringent mask policy that is now all of a sudden being enforced. I had a mask on as requested and was with my son who just turned 3. The concept of wearing a mask is still difficult for him to understand and getting him to wear one is a task we are still working on. I was in the store for approximately 5 min before being approached and asked to have my son wear a mask. With that being said on my short walk into the store I saw multiple adults that had masks pulled below their mouth and/or nose. So the fact that these people were not addressed in the urgency my 3 year old was corrected is troublesome. I explained to the employee that my son is still trying to understand the need to wear a mask and will not wear one yet. I was then told that EVERYONE needs to wear one. Furthermore, I have been into your store multiple times since reopening with my son with nothing said about his lack of mask. I understand the need for people’s safety but I also think there is a point that the percentage of the population that can’t wear a mask because of health reasons, sensory intolerances etc. needs to be addressed. I have been a costumer of Nordstrom for years now and I have to say this is the first time I left completely dissatisfied with my experience with the company. I hope a common ground can be found to make sure the majority of the population can be protected without sacrificing service to those that have difficulty with...

Update: 12/2018 I went to return a coat that broke the day after I bought it...When I asked the staff member if they had any in stock - they didn’t, which was fine. I expected that since they’re sold out online (and you can’t check store stock online). However, instead of asking me if I would like to have any of the other locations nearby checked for the same coat, he gave me a list of stores for the entire country coded by store number for me to Google, find the location name, then contact myself to see if they had the coat because the inventory numbers on their computer “aren’t accurate”... Are you serious?! Oh, wait, it gets better... Then, when I asked if I found a location that had the coat that the location could ship it to me, the answer was NO!! What!? So my only choice is to Google the store location numbers and hope that one of them is nearby so I can drive there to pick up the replacement to my broken $140 coat. I’m shocked by the lack of customer service offered by Nordstrom Rack. You would think that a well known company would offer outstanding customer service. I’ve worked in retail before, I know how it should go. I will never be shopping at a Nordstrom or Nordstrom Rack again.

Previous review: Unorganized, unfriendly staff, unwelcoming atmosphere, small jewelry selection, messy racks, selection of clothing wasn’t anything impressive. Needless to say I won’t be going back any time soon, and I was very...