Nordstrom Rack — Local services in Clearwater

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To whom it may concern, Nordstrom,

This experience was probably the worst experience I’ve ever had with customer service, shipping, the process, even the end of the situation.

SUMMARY: Lied about gift wrapping, lied about delivery timing, bad customer service (one representative), no sympathy, no team communication.

In this I’ll explain my side of the story and my experience.

My side: To explain my side of the story I ordered a Marc Jacobs hand bag (04/18/2024) for my fiancé for her birthday (04/24/2024) and on tracking stated it’ll be in store for pick up (04/23/2024). I stay in Port Richey, FL & the store is in Clearwater, FL, approximately 35 minute drive.

My plan on Tuesday the 23rd was to drive down to Clearwater, pick up package because I have a hotel in St. Petersburg to check in the same day. Also on her birthday the 24th I have a whole day planned for her and a big birthday surprise dinner that night and the next morning we’re taking off to fly to Key West.

Problem 1: From my perspective I should have called before to see if package arrived, I didn’t, so once arrived the front desk lady told me that package didn’t arrive and to call back to see if package had came in. I left out the store, no problems, but came back to ask the lady who is delivering the package, she told me who and stated it’s in Ohio and should possibly be in tomorrow so instead of calling or coming back just call tomorrow around 11/12pm on 04/24. Also explained my situation to the front desk lady about my fiancé birthday and that I need the package gift wrapped which states online you can have it gift wrapped and a letter tagged on the package. The front desk lady told me no problem and that another lady that specializes in this department would be in tomorrow to gift wrap my package. The front desk lady also stated to possibly call Tampa Nordstrom and maybe if they have the same purse that was in the package they could do a swap. Called them, and they stated to pay for the bag in total and once bag comes in for Clearwater they’ll refund my money, that wasn’t happening because the money is needed for my fiancé birthday not to pay for another bag price and get refunded 7-10 business days later. So far PROBLEM 1, if package states to be picked up a certain day please make sure it states estimate, maybe place an extra two days for cushion room, or place a disclaimer because certain people have plans and for the package to not be where it needs to be is a problem for the consumer.

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I used to love this store. I love Nordstrom, and Nordstrom Rack was always a great stop for jeans, shoes, etc.. Customer service was never on par with Nordstrom, but was always pretty good. However, I recently made an online purchase and had it shipped to the store. Immediately upon the door opening, two mask enforcers/security women were stationed at the door. One looked like an employee, the other maybe a manager. The “manager” stopped me, forcefully told me that I needed to have on a mask, then when I reluctantly put on my face diaper, proceeded to yell at my back that it has to completely cover my nose. I do not wear masks. I cannot breathe in them. There wasn’t another shopper in the store or line area. The workers all had masks on and plexiglass completely separating the line area from the cashiers and order pickup areas. On my way out of the store with my package she proceeded to then follow me out the door and blatantly stare me down the entire time it took me to walk to my car and as I was pulling out of the parking lot. I honestly felt personally targeted and harassed. This sad excuse of a “manager” is a dark, hideous blemish on the Nordstrom brand. The treatment that I received from this woman was absolutely ridiculous, and I expect much better customer service and treatment from the Nordstrom corporation. I will not shop at Nordstrom Rack ever again, and possibly Nordstrom itself, which is sad because even lately I’ve had nothing but the best experience shopping...

Been shopping at this Nordstrom rack since they opened in Clearwater. Lesser options than in Tampa, however it is a nice store with a wonderful staff. Employees are nice and knowledgeable .. however .....employee by the name of Dennis C. Needs to be gone. He does not represent the Nordstrom brand- is he a manger in training ? I hope Not.. as he presents himself as such .. I have watched him multiple Times- being extremely slow with a line of people waiting , when other cashiers are being friendly and hassling, he is slowly pretending to wipe the counter off, put some stickers on items , do whatever it takes not to help out.. he can be dismissive and rude as well. He has been rude to me when I returned items and I do not appreciate it. Not to mention he does not even know the system how to do returns. Other than that, never an issue...