Nordstrom Local Upper East Side — Local services in New York

I walked down to the shop to return a designer item, as I was not impressed with the condition it was sent to me. I actually ordered this item twice hoping the second one would come in better condition, which it did not. The associate looked at my item and said she couldn’t return it because there was no manager to authorize the return. When I asked when the manager would be back she said “I don’t know”. I then asked if there was no manager there for the rest of the day, to which the answer was No. this was around 3:20pm in the afternoon. Then I asked if there was a schedule for her to check so she could tell me when a manager would be in, she said “no I don’t know when the manager works” and suggested that I call in advance next time I want to come.

I am a manager in this industry, and while this isn’t a huge deal, I am disgusted with the level of service I received. The service with this company has definitely gone downhill over the years which is sad. I’ve been a manager in retail for 15 years and I’ve never experienced a store saying there’s no manager there AND they don’t have access to a schedule to see when a manager will be there. If there are transactions that need a manager override, then a manager must be there at all times. Make that make sense……. I understand this is just a pickup/return location, but that team still represents Nordstrom, so I definitely left with a bad taste in my mouth towards the company. I later called customer service to see if that policy was correct. She called the store and confirmed with me that they don’t always have a manager onsite, which is crazy to me but whatever. She then said that the associate didn’t accept the return because she wasn’t sure if it was “used” and that’s why she wanted a manager to accept it. There is no “manger override” needed, so the associate lied to me. If she had been honest to me, I could have explained to her that the bag was sent to me in this condition which is exactly why I was returning it....

Avoid this location! They pick and choose what they will allow for returns and make up their own policies that are not written down anywhere or mentioned on their receipts. When I asked them why the policy regarding returns of specific items wasn’t mentioned anywhere, they couldn’t answer the question. The only policy I read is that my item couldn’t be returned to a Nordstrom Rack location. On top of that, they definitely lied about the availability of their manager to process returns so I wouldn’t come back.

They were obviously some racial profiling being done here, which is disgusting. Horrible experience and customer service! I’m also not sure why the team was standing there staring at me like I was in the wrong when I am paying customer. It was very rude and made me feel very uncomfortable. This location has definitely left a sour taste in my mouth and I will most likely not shop at Nordstrom again because of the awful team at this...

What has happened to Nordstrom customer service???? I’m ready to cut my card up and stop shopping here!!!

Left the Rack because the lines were abysmal and I had to use the bathroom and there’s no public restroom.

Then, I went to the UES Local, still no bathroom.

At least they greeted me at the door and processed my returns.

I’m in the store and inquired about getting a coat hemmed I recently bought online.

Rather than book an appointment in the store or look up my coat to make sure it qualified for my Nordstrom points (was a full priced item), both sales associates directed me to go online and do it myself.

Is this what we’re doing now?????

If so, Nordstrom should pay me to work for them. I have spent a decade in retail and I would never treat loyal customers...