Nordstrom Rack — Local services in Lenexa

Avoid this location at all costs. I purchased a coat from Nordstrom Rack 15 days ago and the coat is already coming apart (photos attached here). The coat has been worn a total of 3 times, cost over $100, and was not a final sale item. Surely, a return for an item this defective should be taken into consideration by any honest retailer and their staff.

I called and checked with NR phone and chat customer support, to have both a phone and written record of my interaction. I was told by both customer support modalities that while the official return policy states that worn items cannot be returned, individual stores "have more leeway" in their discretion to accept returns of items that have been worn but turn out to be defective. I figured that given the extent of the quality issues with this coat, a reasonable solution could be reached. I then headed to my local Nordstrom Rack on 12/3/22 to discuss a return given this unique circumstance, as I have had very positive interactions in the past with their customer service staff and the store manager I have also previously purchased several items from this location.

Upon my arrival, I was greeted very kindly by the returns clerk, and I calmly explained the situation with the coat. As the defects on the coat are very noticeable and are not only localized to one area of the coat, she called who I assumed was the store manager to come see the item (the person who came did not end up being the store manager, but a "manager-in-store"). This manager-in-store maintained a very cold affect throughout our interaction. She robotically stated the store policy and said that while it is true that NR phone/chat customer support does direct customers to come discuss with managers, that she still absolutely could not accept a return under any circumstances.

I was completely puzzzled as to why this was the case if store managers indeed have discretion. I politely noted that I was aware of NR's policy, but that I would not have made an effort to come to the only store in the KC metro, and 60 miles away from my home, unless I was told by head NR customer support that individal stores indeed have leeway/discretion to accept returns under unique circurmstances like mine. I politely offered to even take a store credit, and was still denied this basic courtesy. Here are some examples of what I was told in a derisive tone:

-"If we make an exception for you, we have to make an exception for everybody" (No, you don't, as not everyone will have a reasonable justification to return an item that is also still well within the NR return window.)

-"I don't know who the customer service representative was that you talked to over the phone..." (Knowing the person is not a necessity.)

-"Nordstrom Rack is really cracking down on stores regarding returns" (This is not just any return. The item I purchased is clearly defective.)

And my favorite:

-"What if the customer in line behind you hears that I made an exception for you, and now they want an exception for them, too?" (This is absolutey not the customer's problem!)

I don't know if these lines are scripted by the store, but they are completely unacceptable to say to a customer. After a few minutes of conversation, this manager-in-store finally gave me the main store manager's card but told me that she would not be in for the next few days. She then slipped away without any further apologies. I expressed my gratitude to the initial returns clerk, who treated me with understanding and respect, and I left the store.

I reached out to the store manager via email to discuss this defective item and the unpleasant interaction that occured at their store. If a reasonable solution is reached, I will be happy to change my review to a 5-star review, as I have typically had good customer service at this location. If a reasonable solution is not reached, I will move forward with a complaint to the Better Business Bureau as this location/Nordstrom Rack overall engage in predatory business practices, and consumers should...

I was super excited when Nordstrom came to the KC area. I was looking forward to experiencing that famous, carefully molded, awesome customer service that it is known for. Imagine how excited I was when they opened a discount store, Nordstrom Rack, right across the street. Talk about heaven...shopping heaven... LOL! For the first few years it was pleasurable and I very much enjoyed shopping at both stores. This review is suppose to be about the Rack, so let's get on with it. Again, for the most part, shopping at the Rack is fun. However, in the last 2 to 3 years the Rack suffers a bit when it comes to customer service. It saddens me that some of the fabulous people that work there are going to get caught up in this review. It is true that one bad apple doesn’t spoil the whole batch. Unfortunately, 3 to 4 makes the rest of the batch hard to swallow after chewing for a bit. For me, the attitude of disrespect and nonchalant attitudes filters down from the top. I was shopping for little boy's shoes and needed some assistance. A young lady called for the person working in shoes to come and assist me. When she arrived she was very reluctant to help me. Her whole demeanor gave the distinct impression that she in no way wanted to assist me. I asked about 2 pairs of sneakers. I needed 2 pairs of each. I also wanted to know if we could measure the boys's feet. Wow, what an imposition! I then asked if she would check the store on 124th to see if they had the sneakers I wanted in the size I needed. Other than the terrible customer service I was receiving, it is the lie that is perpetuated with many of the new and younger employees that get me. "Ma'am", we can not check other stores." That is a LIE!!! Heck, even Walmart can check stock inventory at other stores. Here's the kicker. I was in the same store 2 days earlier, spending money I shouldn't have, but retail therapy is addictive. I digress. As stated, I was in the store 2 days ealier and an employee gladly looked up an item to see if the item was not only at the 124th St. location but in the surrounding area. Nordstrom Rack needs to take note, continuing to provide poor customer service, whether it is in store or online, people will eventually spend their money where they feel they are valued and wanted. The upper management, if one decides to call will tell you that stores absolutely can look up an item at another location and online.Yet their in store sales people will go to the mat defending the "I can't" lie. It is surprising to me why the Nordstrom exec's have not considered the "I can't" lie a detriment to their bottom line. I believe the idea of customer service is to provide "SERVICE" to the customer. Nordstrom Rack, you are falling short. This is the reason...

Have been to many Nordstrom's Racks in my time. But this particular visit was very VERY uncomfortable. I am newer to the city and needed to grab some new shoes when I bumped into a gentleman ("Good Dude") that complimented my shirt. Seemed like a nice guy and started to chat with him. Great conversation. Ends up going to the same gym and lives in the same area. Unfortunately, some manager comes up to tell this "Good Dude" in a extremely menacing tone to stop soliciting!! What is going on??!! Why would any employee, let alone any manager tell a customer to stop soliciting out of the blue??!! And the way she said it too! Can we not have conversations at a Nordstrom Rack? This "Good Dude" (who we're grabbing beers soon btw....I love meeting new people in cities) was completely embarrassed and made to feel very VERY uncomfortable by this manager for no reason. I was absolutely appalled at what this manager accused him of. I was horrified! He then muttered to this manger, who just embarrassed him in front of a stranger(myself) "No!" shaking his head. Then to my dismay, this woman would not only, not accept his answer, but then preceded to stare him down in disbelief to further harass this poor "Good Dude". I was still shocked in disbelief and felt horrible for this "Good Dude" and all he was doing was being a good person. I was furious at this manager, who clearly took her job way to seriously, but step way over the line and was clear passed harassment. I can't understand how a company, that in a matter of fact, I quite like actually, would tolerate an employee to treat a customer like this. Not to mention, the embarrassment and harassment this caused this young man. This was not okay in any sense and needs to be addressed. After, the manager walked away, I got his phone number and told him that i would love to get together and grab a beer one night, assuring him he did nothing wrong. He definitely was flustered after this incomprehensible experience. No customer, or person should have to experience something like this ever! More than an apology...