Nordstrom — Local services in Burlington

We had a terrible experience with Nordstrom's finance department. The lesson learned is to not get their credit card and just use our existing credit card.

A few months ago, we got the Nordstrom credit card because the lady said we could save 15% so we did. We live overseas and tried to pay the credit card bill online but we didn't get the credit card yet (because we live overseas). When we went to pay for the credit card, we could not because it required the 4 digits on the card. Somehow the card was lost. Nordstrom's finance team kept calling us to pay the bill (which we were trying to do). Then they threatened us and told us that they would report this to the credit card bureau and it would reduce our credit rating (which they did twice even though we were trying everything we could try to pay the bill).

We asked them for the 4 digit number so we could pay the bill (and they said for security reasons they could not give us that information even though they called us and obviously it was our phone number so they knew who they were talking to). We tried to transfer the money to them but for some reason that process didn't work either.

Finally they told us to go to the store to pay the bill which we did. We STILL did not have a credit card number so they man who helped us at the store said "What ? Don't they understand that there is nothing we can do without the credit card number ?" He called the finance team, had to give his store number, employee number just to get the credit card info (they of course verified with my wife her information too).

About 1.5 months late of dealing with this mess, we cancelled the credit card and will no longer shop at Nordstrom.

Their customer service is all friendly and full of smiles at the counter but it was horrible with their finance department. We tried everything to pay the bill and their finance department was of absolutely no help (and we were trying everything we could to pay the bill).

Another example of how their customer service has absolutely dropped down, was when we were going to the Nordstrom's to pay the bill, some lady had a leaf blower and was blowing out leaves. She stopped when we walked up to the door but then waved us to go to use the other door (waved us with the leaf blower; not simply asking us to use the other door). My wife looked at me with a look of "their customer service is completely gone"

I don't know where Nordstrom's has gone wrong but you guys really need to fix this. Your sales know customer service but your finance team who collects $$$ is absolutely useless. Here we were trying to pay the bill, trying to get our credit card number to pay the bill (note the credit card was lost). Maybe someone in management should try this...pretend to lose your credit card and try to pay the bill. Your SOP doesn't work.

From this experience, we have learned NEVER to get a department stores credit card just to save 15%. The damaged to our credit history is NOT worth it.

This whole experience was horrible. I won't let my wife shop there anymore and she doesn't want to. You lost a valued customer but I'm sure it doesn't matter to you which is another reason why Nordstrom's service has just...

To be frank, Nordstrom is my guilty pleasure. I always go with the intent of buying one or two items and usually end up with close to ten. I've only been to 2 Nordstroms and the other was when shopping for someone else so my review is specific to the Burlington Mall location.

The main reasons I love shopping here are that it is almost impossible to leave feeling depressed and I always have something nice that I'm excited to wear, often a new style for me. There are a few reasons I attribute to why shopping here is a much better experience than shopping at most other department stores.

1. The store is peaceful and well laid-out. You don't have to dig through mounds of clothes to find one item in only one size. It doesn't make you fed up and running for the door 5 minutes later.

2. The most important, I think, is the Sales Associates are great! They are very helpful but not overly pushy. There are many times at stores I see something that I like but I can't find my size or the right color and often would just give up and leave but at Nordstrom they've always been a step ahead of me looking for that size/color while I'm in the dressing room and are back before I would have had a chance to put back on my street clothes. If they couldn't find the item (or even if they did), they normally have a couple very similar items to try and often one completely different style just to see if I like it. They are also helpful with opinions and so far haven't tried to tell me I look great in something that is obviously hideous.

3. Finally, even though I've never left without spending more money than I had planned, I never have had buyer's remorse and even though I weigh 25 lbs more than when I first started shopping here, I haven't left depressed and feeling fat as many other stores can do.

I definitely very...

I love Nordstrom's, I buy ALL of my jeans there, but my last experience in the store sadly left a lot to be desired. I bought a pair of Paige jeans online, got them, loved them! I took them to the Burlington Nordstrom's to have them tailored, my first time there since I moved to the area a few months ago, and they were done in a week everything looked good. The first time I wore them the zipper broke. I brought them to the store and the woman in the department the jeans are normally in told me I couldn't return them if they had been tailored and I explained that was fine I just wanted to get the zipper fixed, I was sent to customer service. The woman at customer services was great, very polite and helpful but alterations told her I would have to pay to have the zipper fixed. She offered to get the manager to see if they could waive the fee. The manager was curt, and acted as though I was looking for a freebie or a handout because I was refusing to pay for a zipper on a pair of pants that cost $190.00 and broke the first time I wore them. Nordstrom's whole claim to fame is that you pay a premium price for outstanding service and top notch products but sadly after my experience in Burlington I'm not sure all the stores understand that. I will not be returning to the Burlington Nordstrom's but lets be honest, I love the store and most certainly will be going back to Natick, where I went for years before this mess of a visit, at least they understand what their whole business is built on. Oh and I ended up returning the pants, so the store ate the $190 on the already tailored jeans rather than eating $22 for a zipper... it's comical that a store can be...