Nordstrom Rack — Local services in National City

I made a purchase via the app, which is pretty typical for me. I rarely have a return and found out I could make returns to Nordstrom Rack rather than driving up north to Fashion Valley. I waited patiently in line for less than 10 minutes, but before I even got to the register, I was told that this store no longer accepted returns from online purchases. The associate then asked someone on the radio, they called to the phone and told her she could not help me at all. If I hadn’t rearranged my entire sedan to accommodate this large box, I might have been persuaded into believing this misinformation, so I had to be a Karen and ask for the manager /supervisor to come and show me where the return policy had changed. Both associate and manager had apologized and said the app needed to be updated because they do not accept returns from online at all, so I wanted to escalate it further up, then in an instant, they were able to take my UNOPENED package (car seat) and told me in the future they cannot accept returns that are open, which still did NOT apply to this particular situation. While this location is convenient, the atmosphere and service of this location are lacking in many ways. I will stick to my purchases via the app and hope that this location goes through some proper training to provide the same level of guest service that I’ve come to expect from the...

Stopped by to check out their shoe department but ended up buying more than I expected. The store has a great selection of items, but I found it extremely difficult to shop, and unfortunately, I’ll most likely never return—for the following reasons:

First, the shoe department was a complete mess. Each section is supposed to be organized by size and clearly labeled, but in reality, it was a chaotic mix. I found sizes ranging from 5 to 11 all crammed into the size 7 section. It was frustrating and honestly exhausting to search through.

Second, I was followed around the store by a tall man with a strange hair braid—I’m assuming he was Loss Prevention—but he made me feel incredibly uncomfortable. I don’t mind security doing their job, but following someone like a shadow without cause is invasive and unnecessary.

And finally, the staff were unwelcoming, especially the so-called manager. A man with glasses and a beard, who appeared antisocial and uninterested. He spent most of his time on his phone. When I asked for help finding a different size in a pair of jeans, his repeated “No, no, it’s not possible” response made it very clear he didn’t want to be bothered.

It’s disappointing to see such a large store, filled with great merchandise, being run so poorly—especially under someone with such a negative attitude. Sadly, I don’t see myself ever returning to...

Went here today to do a simple return for an item I purchased online. The line was long and they only had two cashiers at the time. I was already there so I decided to wait. After waiting about 15-20 min I got to the register to find out that their system was “down” for online returns. The girl at the counter just simply said “ I can’t help you, our system is down”. I said ok, for how long? She said I don’t know and called the next customer. I didn’t feel like arguing so I grabbed my item and left. As I left, I looked around for any signs being put up by management about the system being down. Nothing was posted. Once I got in my car, I called the store and spoke to the Manager. She did a good job explaining to me what the girl at the front counter failed to do but I did suggest putting a sign up so that people like me don’t wait in line to find out the hard way. Very dissatisfied with Nordstrom Rack. Do...