Nordstrom — Local services in Millburn

I will never shop at Nordstrom again after today. I returned a used cosmetic item because it gave me a rash. At the customer service desk, there was a white man and an Asian manager who were very rude, condescending liars.

First I was told by the white gentleman that he had looked up my receipt and that I paid via gift card. Then when I told him I did not pay via gift card, he told me it had to go back to a gift card because the product was “used.” Another lie. Once I asked him to show me in the store policy where it says that, he began getting agitated with me and told me he didn’t know and to speak with the Asian manager. The Asian manager also lied to me and urged me to go downstairs to process the return as the beauty department could “accommodate me better.” I declined and told her that I would not be going downstairs, as customer service is supposed to trump all departments; and if she is the manager, what would they be able to possibly do downstairs more than her, upstairs?

After declining, they then told me I paid cash and I would need my ID for the return. I didn’t have to present my ID when they accepted the cash, so why do I have to give it now? The guy began getting irate with me and saying that there was nothing that they could do if I didn’t want to give my ID. He also told me that since I needed my ID since I “didn’t have my receipt.” Another lie. I asked for another manager, who was a black woman and very helpful. She attempted to de-escalate the situation and confirm with me that they did locate my receipt which shows I paid $34 cash. She also told me that they have to request the ID to ensure that the cash is being distributed to an actual customer and not for nefarious purposes. In the midst of this, I reiterated everything that the previous Asian woman and white man said to the black manager, and the white guy called me a liar and walked off. He’s a liar and a typical gaslighter.

I appreciate the black manager for assisting me further and not lying to me about Nordstrom’s policies. Nordstrom’s policy says nothing about used items having to be returned to a gift card. Nordstrom’s database also tracks your receipt to your phone number/Nordy Club membership, so they can look up and verify your receipt which designates your original payment method. Please be aware that the white man and Asian woman in customer service will lie and mislead black customers with the interpretation or lack thereof and application of Nordstrom’s policies.

I’d also like to make a note that the Asian woman also had her phone out and looked like she was taking down my information to send to someone, which also seemed prejudiced. That said, if you are a black shopper here, my advice is to leave as quickly as you came in. If me returning a $34 item could give me this much of a headache, I could only imagine other customers who spend $100s or $1000s of dollars and need to eventually make a return. Nordstrom will never see a penny of my...

I have been a Nordstrom shopper for some time. At previous anniversary sales I maybe bought one or two things. This year, that all changed when I met Lois.

Lois is professional, friendly, helpful, and proactive. I love the fact I can text her day or night to order items. I try not to abuse reaching out after hours! Everyone is entitled to time off. She has sent me links as early as 6:30 am to order the items I requested. It’s amazing that I can have a personalized shopping experience, without ever stepping foot in the store! Many of the items I purchased your store, didn't have in stock, but Lois got them for me. Lois’s approach to assisting clients should be the model for the store to follow.

I worked in the client service industry for my entire career, I even read the book The Nordstrom Way! Lois is the gold standard when it comes to shopping with a personalized touch. Something that is extremely rare these days.

What really impressed me the most was two things:

I ordered two pairs of pants directly on the site, I had a gift card I could only use online. I never even told Lois (and honestly felt guilty about ordering). One day I got an email stating I picked up my order and I was puzzled, because I didn’t. I later found out Lois proactively picked up my order and sent my pants to be tailored to my length. This was truly remarkable service!

Two shirts I wanted to buy from the anniversary sale, but they didn’t have my size. Lois kept an eye out and once the shirts were available in my size, she sent me the link to order!!

I can’t thank her enough. My status was increased as a result of all my purchases and I am finally enjoying the benefits of earning...

Men’s Suits

I have had a few experiences with the Men’s Department. They do a very good suits business, with good quality suits at reasonable prices. Importantly, they have some depth in their tailoring function which makes it easier compared to competitors.

Unfortunately, my experience has been mixed. My first purchase was two Hickey Freeman suits. They are of high-quality, the tailoring was very good, the pricing was reasonable, and the customer experience was very good.

The second was a purchase of two Peter Millar suits. My purchase was at say 2-3PM and I changed my mind before 10AM the next day (the tailors said the Hickey Freeman suits could not be tailored for my weight loss; the next morning I learned from another clothier that they could be tailored (and they were in fact tailored very nicely). The salesman said that it was too late to cancel, as the tailors had already started tailoring (🤔). I have been buying suits for over 40 years and have never seen immediate tailoring. The manager made it right, and processed the “return”, so we have given them more business.

The latest purchase was a Peter Millar suit. The tailors initially said tailoring would be two weeks (🤔), and we agreed to one week (which they beat). The suit is of very good quality, the tailoring was good (but the salesman delivered it in need of pressing, and they just steamed it so it still needs pressing), the pricing was reasonable, and the customer experience was OK.

So overall, while good value, my learnings are to “trust, but verify” and check everything...