Nordstrom — Local services in Minnetonka

This is an awful store to shop in, especially in terms of how I was treated today. I went to the store specifically to purchase skin care products, as I do every month. Unfortunately, they were out of the specific product that I was looking to purchase. I had grabbed several "samples" (displayed in the open) that they had of this product line, as I do at every visit. The very nice clerk (Caucasian) who helped me stated that it was okay for me to do so and said, "Just look at how much samples we have, go right ahead." I proceeded and grabbed some more of the other "samples" that I have not used before. Approximately three minutes later, I saw another clerk, who was African-American come up to this Caucasian clerk and stated in a loud and heavy demeanor "What does he have in his hand?" The Caucasian clerk than stated, "I told him he can have them." The African-American clerk immediately came up to me without any form of introduction and rudely said, " That is way too many samples, you need to put it back." Then, she started to say, "You don't need all these samples, that is ridiculous, you may take three." I then exited the store, after putting the "samples" back. I was embarrassed not only for her but for this company as well. Upon exiting the store, I saw her rolling her eyes in disgust with me taking the "samples." First, I want to mention that I shop at this store on a regular basis and have always gotten "samples" without anyone saying anything. Secondly, these are "samples," and if they not meant to be for the guest to take, then they should be put elsewhere. Third, I really don't need a lecture from a clerk indicating that I cannot take "samples." They are exactly just that, "samples." Lastly, she didn't need to talk to me as though I was a child. That was absolutely inappropriate, unprofessional, and uncalled for. In summary, I use to work in retail as well and we did have "samples" to give and that was what they were meant for, to give customers to try because once again, they are "samples!" Finally, Nordstrom, you have lost my business because of how your employee made me feel, as a result of "samples." It was not even about the "samples", but more with the interaction between a employee and a guest. Is this the experience that you want your guests to have? SHAME on your employee for making a loyal customer feel this way!

UPDATE:

I appreciate your response, Tasha, but the apology is NOT ACCEPTED at this time. Your employee (African-American female) needs additional training on customer service and learn that "samples" are just that, "samples" and not tell a customer rudely to place them back. Perhaps this individual needs to be reprimanded for her actions or be given a position where she does not have to interact with...

I am conflicted in my review as I have had two experiences at this store. One was very positive and I would rate it a 5+, the other was VERY negative and I would give it 0 if that was possible.

First, I placed an online order for some shoes and was directed to the service desk for pick up, the gentleman there was very nice and asked if I would like to try them on and got me get up with a person in the shoe department "if the ones I ordered didn't work out." The shoe salesperson picked out some that were similar in style to the shoes I had ordered and I ended up leaving with an additional pair. Also, I was with my boyfriend (not a shoe guy at all) but a gentleman from the men's shoe department asked if he would like to try one some styles since he was perusing the boat shoes. My boyfriend ended up buying two pairs as well that day and I was blow away by the customer service we received.

The negative experience came when my mom, sister and I went to the women's dress area to find a wedding dress for my sister (she had a casual, intimate wedding, very boho and laid back). We had so much fun trying on dresses (although no one ever asked if we needed help or if we would like assistance). We selected the PERFECT dress (cotton lace, over a blush pink, full length) and we brought it up to the counter for purchase. This was so exciting to us as it's the first child in the family to get married and my mom was just BEAMING. Well, the woman working at the desk was not overly friendly, did not ask what we were shopping for, and proceeded to DRAG THE DRESS on the ground. Mind you, this is an ivory lace. I would have expected her to be more careful with the dress and my mom actually had to ask her to pick it up off the ground and to not drag it! We were speechless. The dress didn't look dirty and we still purchased, but it was such a stain on an amazing day. This incident was reported to the service desk and the woman working appeared mid complaint. When my mom addressed her behavior, she didn't seem very concerned or over apologetic.

Overall, I will be back. The service desk has always been amazingly helpful and I wont let that one occurrence deter me from going back. But, if it happens again, I'll have to think hard about...

Had an unfortunate experience with Nordstrom in purchasing a suit. Dwight took great care of me and did an excellent job finding the right fit for me, even ordering the same suit in a different size for me to make sure we had the perfect fit. Unfortunately, Dwight accidentally charged me twice for a dress shirt I had intended to purchase with the suit. Honest mistake, oversights happen.

Sadly, I had the misfortune of meeting Lissette and her store manager today. I arrived to pick up my suit and one shirt, and inform Lissette B. of my extra charge. She was gone for approximately 25 minutes; while waiting I decided I might as well put my suit in the car so I don't have to keep track of it while I browse for shoes and belts. She came back to tell me there was no shirt for me. I said that's fine, I'd just like a refund on both charges.

Lissette's manager then thought the shirt would be with the suit. I told him no, I had put it in the car and there was no shirt with it. He insisted on going out to my car to "double check"... which is why I am writing this review. After I took him to my car and proved that there was no shirt with the suit, he then said he would charge back my account and I did not have to come back inside.

I have lost my trust with this store due to the poor management practices demonstrated in my situation. I was charged for two shirts; those shirts were never ready with my suit. I only wanted one in the first place. Your store manager thought I was lying and insisted on going out to my car to see for himself there was no shirt. And then I am expected to trust that this same person will do the right thing and credit my account? Of course not!

I went back inside and asked for a receipt, and waited for confirmation on their computer. I did not want to have to come back to remedy any other problems. I will not be shopping at this store and will be telling my family and friends about the...