Nordstrom Rack — Local services in Fresno

Oh my gosh you guys, whatever you do DO NOT go to this location! I am still reeling from the complete lack of customer service of this place. I went in today to return a pair of shoes and mascara. I explained to them that the shoes were incredibly painful to the back of my heel after having attempted to wear them for, no joke, ten minutes. Their first reasoning as to why they could not make the return was because I did not have the receipt. I finally was able to pull the receipt up in my email via my phone but their service is absolutely terrible within the store. Amidst my frustration, I showed them that I did in fact have a receipt in my email and turned to show them the subject line that popped up. From there, they changed their reasoning and then decided that they would not return the shoes because they had been worn. Yes, they were worn, because I had every intention on keeping and wearing them but when I actually went to wear them, they HURT! You could see dirt on the bottom of the tread, but the rest of the shoes, insoles and top of the leather were perfectly fine. Honestly, even the "Nordstrom Rack" tag was perfectly still in tact. Literally you could have wiped off the bottom of the shoe and they would be fine however, that is completely besides the point. I expressed to them if I could possibly exchange these shoes for a larger size I would be perfectly happy because hopefully then, the elastic backing would not hurt. To that, I received a hard NO.

I then brought out the gift card I had purchased everything on and they continued to state that would do nothing to help me. By this point their rigidity, harshness and utter lack of desire to take care of their customer in ANY way left me utterly speechless and beyond upset! Never has a Nordstrom Rack or Nordstrom approached a customer this way. And if they had, I would be truly surprised. Seriously, have you ever heard of a Nordstrom Rack or Nordstrom being harsh and cold to their customer? Offer zero solution to their customer? Have you ever heard of them reciting their return policy coldly (which is apparently only found on their receipt, a receipt that I did not have) and unapologetically without offering any type of resolution? Never. Because that is not what Nordstrom, as a brand, is about. They are about customer service. And that is what this location failed to remember.

Ironically, they returned the mascara with no issue back to the gift card I had that they stated they could not use to find my original purchase. (Again though, if they didn't have some sort of paper trail to my original purchase how were they able to return the money of the mascara back to my original gift card?) I left so frustrated, embarrassed and utterly disheartened that I told them they could keep the shoes because obviously I could not wear them!!!

From there I called Nordstrom Rack's Customer Care. And this is where it adds further insult to injury. The sweet customer care representative I spoke with was utterly shocked that the people from this location would not help with the return of my shoes. She stated that while it does require a supervisor's approval, you can absolutely return the items without a receipt and it does happen at times. Secondly, she stated that if there is something wrong with the item itself (i.e. causes physical pain) then they do often process an approval for return. And that is the ultimate issue here, they had every ability to help serve and provide amazing customer service, moreover, they had complete authority to be able to do so........ but, they didn't want to. So, in the end, I urge you to not ever go to this location. Go to ANY Nordstrom Rack but this one.

As someone who has shopped at Nordstrom and Nordstrom's Rack for years, it is fair to assume that it is not a company issue, but solely a personnel and leadership issue at...

I've never been to this store, but I had an experience so amazing I have to share. I live 1,012 miles away, in N. Idaho, so the closest Nordstrom store is 30 miles away in Spokane, WA. I visited the store and found a sweater/pullover that I absolutely loved 😍 I took it to the counter to see if they had my size somewhere in the store (or if I had to, order online) I had the good fortune of checking out with a young lady named Sam who searched high and low (her store, next closest store, website) to no avail. There was only 3 left showing in the inventory -NATIONWIDE. She rang up the rest of my purchases, wrote down my info from my Nordy account and said she would see what she could do. There was a line and it was late so I didn't want to hold up the show. I waited a couple days, didn't get a call so I started looking online for other retailers - the sweater was literally sold out everywhere. I looked at popular resale sites - two but neither in my size. I decided I would call the store and see if she had also given up so I could start the grieving process (LOL) I reached the manager and he confirmed the item was sold out and apologized for the inconvenience. There wasn't anything he could do. (This is all in my local-ish store, which will also get this review) I was bummed but such is life, right? One day later I get a call from Sam, she's spoken to the store manager at the Fresno, CA location, he has the sweater in hand and will sell it to me over the phone and ship it to my house. 👀 I was totally blown away, not even 24hrs since the store manager at my store said that "special orders from other 'Rack" stores, is not a service offered, that service is only available in Nordstrom stores. (Which was a little irritating because I have ally denim altered by Nordstrom tailors, they're the best, but add about 30% to the cost of the jeans.) Anyways, I called and spoke to Jordan in Fresno CA and my sweater is on its way! I realize this entire review sounds very, snobbish/privileged/spoiled, but I don't often spend money on my own clothes, so when I do, I buy nice things. I haven't received my sweater yet, but I did get confirmation of my order and a memorable experience with Sam in Spokane Valley, WA and Jordan in Fresno...

I shop at this store periodically. Sometimes I'm able to find something and other times I order online to pick up. Since I do more of the latter, I will describe my experience of the associates checking people out. For the past 4 months, there is definitely been a decline in customer service. Even friendliness is lacking. For the last 3 times, they are borderline rude. No greeting, no smiles, no common small talk, not even a thank you for shopping with us. They literally talk as little as possible and the only interaction happening is required to do their job. No more, no less. I had an opportunity to stand in a longer line this past weekend and watched the interactions with other customers. What I observed, the associates are very friendly with the younger customers (20 something), chatting away about their selections, opening an account, and so on. They are also friendly to customers that are their same ethnicity. Chatting, smiling, creating small talk, talking about their purchases. When customers didn't fit that criteria, the effort to be friendly evaporated immediately but returned when the next customer approached that met the criteria. Overall, I find customer service lacking in most establishments. (btw - Im not an elderly, old person - but way over 20). I just found it very eye opening to watch the blatant discrimination. Will I physically shop here again, no. Will I pick up orders here, strong possibility. I just feel management needs to be...