Nordstrom — Local services in Novi

Hello, my name is Lorie Murrel I’m a long time customer of Nordstrom’s. On December 31st 2022 I was harassed, racially profiled, followed & embarrassed in front of my children, Nordstrom’s staff & customers by a Nordstrom’s employee named Nouhan at Nordstrom’s in 12 oaks mall in Novi Michigan. I was shopping for something to wear on a long awaited date with my husband one of the representatives asked if I’d like a fitting room I said sure. She took my belongings and placed them in a fitting as I continued to shop I was helped by another sales representative named Brenda she assisted me for about 30 mins trying to find jeans. After I found the jeans I told her I’d be right back so she could open another fitting room for me in her area. I went to obtain my items from another area and Nouhan came up and asked what do I need. I told her I needed to get my items out the fitting room but I didn’t catch the name of the young lady who placed them in the fitting room but I thought it was the lady at the register. She said no it couldn’t have been her and went to check in two of the fitting rooms. She came back and said they aren’t any clothes in neither of the fitting rooms. I told her there are clothes in the fitting rooms and could she please check again. She went back came right out and told me no I don’t see anything in the fitting room. At this point I’m frustrated and start pointing to the fitting room saying yes the clothes are in that fitting room. I walked towards the fitting room area and she hurried back in there opened the door and said they are in here. I grabbed the clothes and left out to head back to Brenda. As I’m walking Nouhan kept coming to me saying do you want to try them on following me through the store. I told her several times no I don’t want to try them on over here I’m going to Brenda. She keeps following me and everytime I looked back she’s behind me staring at me and waking towards asking what do I need and do I want to try them on I stated several times no I don’t want or need your help nor do I want to try the clothes on over here. I finally make it to Brenda she whispers something in Brenda’s ear. I asked what did she say but to keep down confusion I wasn’t told at that moment what was stated. Brenda and the other sales reps could see that I was visibly upset and confused as to what was going on. Nouhan stayed in the area for about 7 mins ringing up customer’s , and watching my every move. Finally after she left I let Brenda and the other ladies know I was being followed around the store. After, I asked could I speak to a manager. Sophia was the manager on staff. I let her know what was going on, and she assured me that everything is going to be taken care of. Brenda also told Sophia that Nouhan whispered in her ear not to open up a fitting room for me. It was also stated that I was not the first Black customer who Nouhan had harassed that day and there have been multiple complaints made about her profiling Black customers. This is unacceptable and if Nordstrom doesn’t handle this, I am going to stop shopping here and cancel my credit card. I do expect this situation to be rectified with great compensation and the sales rep needs to be fired! This has to STOP! I have also reached out to the corporate office through email, phone, voicemail and haven’t heard...

One of our favorite places to grab lunch and shop is Nordstrom's, so we decided to take my friend out to lunch there for her birthday. It was a total mistake! we order our food and a bottle of champagne and find our table. Several minutes later a server comes over to greet us and look at our check. She brings back the bottle of champagne and some water glasses for us, but no wine glasses. She looks flustered and confused and walks away. Several minutes go by and she still has not returned with our wine glasses. So I get up to ask another server for them. She responds "Oh, the other server didn't bring them for you?" I talk her no and that we would like 3 glasses please. She goes about her business and never brings us the wine glasses. 10 minutes later, we still have not gotten them, so I go up to the cashier and ask her if we could please get some wine glasses. She looks worried and calls the manager, who is standing at the food expo, and does not respond to the cashier. So I walk aver to the manager and tell her "This is the 2nd time I have gotten up to ask for 3 wine glasses, can I please get them so we can drink our champagne". She gives me a snare, and aggressively yells "YEAH". A couple minutes go buy and finally a food runner brings us our glasses. it's been about 20 minutes at this point and we can finally drink our wine, that is barely cold, possibly it was not very chilled before it was brought to us. We get our food a little later we are missing our fruit, crostinis, and dressing. So we ask her for them, and to our surprise, she never comes back with them. At this point we have completely given up on them eat our food quickly and leave. All 3 of us work in the service industry as servers and bartenders at high end restaurants, so you can imagine our patients with the staff. We got dirty looks for the 2 servers on the floor and the manager, who looks extremely angry with no customer service every time we see her, a middle aged lady with a bob . We come to the cafe weekly to enjoy lunch and shopping, but maybe we will have to find a new place to eat. We never get great service from the cafe staff, but this by far was one of the worst restaurant experiences of my life. Hopefully some corrections can be made so we can enjoy our...

I ordered $900 heels that I needed for this weekend and when they arrived I thought they were a pair that the store used for people to try on bc the bottom was scuffed and “worn” looking but the heel was fine and the shoe sticker was in new condition so I was like ok they aren’t used but the bottom is just messed up but I’m defiantly not gonna accept it and didn’t want to even bother to call Nordstrom.com and waste a few hours of yelling at them for a $20 e-gift card or maybe even less compensation so I decided to just return them and take the loss and be humble and get an average priced heel for my event, when I tried to return them obviously the sales person (wish I remembered his name bc he always helps me and also exceeds my expectations) needed to call a manager, the manager claimed that someone taped the bottom wore them and returned them, I was so confused bc even if someone wore them how do they still look “new”, George the manager exceeded my expectations and actually showed concern by both of us going back and fourth assuming what happened and he wanted to find a resolution although deep down both of us knew there wasn’t one. I already have low expectations in multiple areas at Nordstrom instore (mostly somerset) and online, so for George to actually care and be just as confused as how these got to my door in this condition is something that I’m not used and I felt so much better and appreciate the customer service I received today, thanks George and the other guy that helped me tonight. My kid also wanted a ballon but there were no pink ones out and there was 1 sales person helping someone and I didn’t want to wait so I asked a lady that had a phone scanner in her hand and this lovely lady said she hasn’t made a ballon but she’ll try for us and she actually went in the back and came out with a pink ballon for us, absolutely changed my expectations of Nordstrom after dealing with this location today, thank you so so so much for the...