Nordstrom — Local services in Nashville-Davidson

I drove from Memphis to Nashville & I was just racially profiled while attempting to return a 3200.00 YSL handbag today! Upon entering the establishment we saw a nice lady who was starting the return process on this transaction and she was immediately told by a white guy with glasses to hold on he’s getting a manager (I’ve shopped at this place numerous of times Nashville, Atlanta and Houston) this has NEVER happened before. The short interim manager came and stated that she needed to get the manager of the department who was short and wore glasses. She states this has been worn and has a small scratch here and there, (the bag was in top tier condition.) Initially she states there’s nothing she can do, once we didn’t go for that She states she can switch it out for a new bag or offer a store credit… what’s the difference in me getting my money, I had a copy of the original receipt on my phone and she asked did I have the hard copy with me… (don’t know why I had to go through that when all you had to do was scan the photo) I actually did have the hard copy but it was faded…meanwhile my husband is on the phone with corporate and they told him they don’t know why I’m being treated like this… we argued back and forth about the condition of the bag and I stated that I only wore it once and it didn’t give what it was suppose to give… we ask for the store manager because it’s obvious the department head can’t rectify the situation. She states she’s off today, we proceeded to ask for the MOD she walks off for 5 minutes then returned with Jennifer the MOD… she’s actually an angel who returned my 3200.00 to my card without hesitation and deserves to be awarded. I felt embarrassed and humiliated by the Accessory manager with glasses and she needs to be written up or...

I am writing to express deep concern about the state of customer service in your stores. Unfortunately, what I’ve recently experienced does not reflect the Nordstrom standard that customers have come to expect. The main issue seems to come from middle leadership and lack of accountability:

Customer Service Presence: Managers and supervisors are not visible on the floor. Employees are often on their phones, hiding between clothing racks instead of assisting customers.

Pick-Up & Returns: When I attempted to pick up an order and return an item at the same location, I was told to go elsewhere. Staff should be able to process basic returns (except for luxury or designer items) without redirecting customers unnecessarily.

Leadership Accountability: A manager on duty (Stephanie), was dismissive and unprofessional. This is unacceptable for someone in a leadership role. Professionalism also includes personal hygiene and respectful communication with customers. Leaders should set the right example in this regard.

Professionalism & Training: Employees appear poorly trained in handling customer needs and unwilling to assist. Leadership must hold staff accountable and provide proper guidance. Most importantly, Nordstrom employees at all levels must remember that you only have jobs because of your customers. Treat customers with respect, and never make them feel ignored or like an inconvenience!

It is disappointing to see such a decline in Nordstrom’s customer care. The brand has always been known for service, but right now it feels worse than in many other stores. I urge you to take this feedback seriously, review store leadership practices, and provide proper training so that your employees once again reflect the level of service Nordstrom...

We were in the market for a baby stroller and checked them out at Nordstroms. We initially wanted to purchase online from the manufacturer but the gentleman that helped was so informative we thought we would order directly from nordstroms. It's now been over 3 weeks and past the guaranteed delivery date. We have not received the stroller. As the consumer, as the one who has been waiting over 2 weeks for this product, and in the mean time eating the cost of a product that I have not received, it's very frustrating that a high end retailer like nordstroms will not issue an immediate refund. Instead we are being told to wait even longer for a product that's delayed. They clearly don't honor a guaranteed delivery date. It was guaranteed on the 20th. The first person I spoke to said if I did not receive yesterday, I would receive a full refund immediately. The 2nd person I spoke to this morning said the same thing. Now I'm being told to wait. How frustrating and what a terrible customer service experience.

I know things get lost in the mail however they have done nothing to make this situation right. In fact, I've now spent half of my day talking to different people at Nordstroms with no resolution via chat, phone, and email. Even if it had shipped today, which it has not, we would still not receive it by the end of the week. and yet we are told to wait.

We live in Nashville and have frequented the location, but this has been such a frustrating experience, we will make sure to let others know not to shop at Nordstroms. Your not the only retailer for most of your products and people have choices. They mostly make their decision to purchase based on the customer experience which has been a...