Nordstrom — Local services in Scottsdale

I ordered a pair of Prada sunglasses and received the wrong brand of designer sunglasses. The item I received was a pair of designer sunglasses, that were actually more expensive that the ones I ordered, but were a  completely different set of sunglasses. I called your customer service line and was provided a return label. I also wanted to see if I had the option of returning the sunglasses to the store for faster refund. The customer service agent confirmed that I am able to drop off the sunglasses at a local Nordstrom store for full refund. I wanted to confirm this before taking my time going to one of your stores. I live in Arizona, so I went to the Nordstrom store located at Scottsdale’s Fashion Center.  The store clerk gave me a very difficult time with processing the return for me. She told me that, I needed to have an email confirming that I am allowed to return the item to an actual Norstrom store. I explained to the clerk that I had already spoken with a customer service representative and was told that I can return the item to the store.  I advised your store clerk that I was never told, by the customer service representative, to show a confirmation email/letter.  I showed the clerk the email with the return label that I received from the Nordstrom online customer representative, but she didn’t care. She accused of me of bring in a unopened package, after I had already told her that I checked the box inside and called the Nordstrom online customer service, because I noticed I received the wrong item- and not the item that I had purchased- it was an entirely different set of sunglasses. I brought the item in the original Nordstrom packaging and the item had the Nordstrom Tag on it. When she scanned the barcode that was on the sunglasses it was clear this was a Nordstrom item. I was very offended when your store clerk told me that she would allow the processing of the return “only this one time”. Why? I had done nothing wrong? It upset me when she used words like “for future reference” we require a email confirmation. Your store clerk went on to explain that the reason why they require this email confirmation is due to the volume of recent fraud they have been having. This made me very upset, because she was basically accusing me of fraud.  If you were to look at my tenure as a customer with Nordstrom there is no history of such fraud – EVER! And I have been a customer for many, many years.  In addition, I also felt very uneasy with the way the store clerk search through my recent purchase history on the computer. Why was she searching my recent purchase history? This has nothing to do with processing my refund?  especially when most of my recent purchases include women’s bras. The computer was situated where everyone in proximity can see the screen. It was already frustrating enough that your company sent me the wrong pair of sunglasses. It became even more frustrating that your store clerk gave me such a difficult time in processing my return. It was absurd for the clerk to even think or suggest I was trying to pull off some type of scam or fraud – when it was clear the moment she scanned the barcode – that the sunglasses that I was returning to the store were actually more expensive that the ones I originally ordered! I enjoy shopping at Nordstrom, I’ve been long and loyal customer. I’ve received wonderful customer service in the past, but this incident was a hurtful and unpleasant...

I come in here so rarely these days because I feel like I have stepped onto a car lot with salesmen swarming like vultures. It taints the shopping experience to say the least… However yesterday was kind of the worst by far after multiple interactions with various employees in different areas of the store. There was literally only one woman in the shoe department who wasn’t snobby and weird… We joked about me walking in the mall early this morning to kill some time but I ended up shopping instead and I wished she still did custom closets because my fiance and I are looking to have three installed soon… Between employees acting like you must be stealing if you chose to save paper and use one bag from all the stores you went to… To a woman in about her 50’s being super odd about me having CASH to pay for a formal dress IN CASH not CREDIT. Hmm… She made a comment about why do I have so much cash, did I rob a bank… But trailed off in this weird voice indicating she was really curious why I had cash in 20’s and I had some 1 and $5 bills also… You know… For valet boys literally everywhere here lol! My gosh… Later I mentioned it to my fiance and he busted up laughing saying she probably was making an assumption that I am a stripper or prostitute... After thinking about it he is 100% right because her attitude towards me I found ODD but her tone of voice playing back in my mind is the icing on the cake. I have an innocent mind and have never been involved in anything of the sort so I didn’t realize at the time what she was insinuating. Good thing I’m aloof otherwise I could have said something back I guess. Looking through reviews it seems like weird attitudes are common in this store and I wonder why employees think they are better than the customers actually spending money? We are there to shop and that is it, we aren’t working there to earn a check and use a discount. I left with a formal dress for the premier of a broadway musical my best friend is in and who knows if I will be back for anything else. There is no reason anybody should be hounded, harassed or made fun of and basically questioned with weird undertones about their line of work for paying cash? All because they came in to shop and spend money? I was wearing jeans, a pretty not even revealing blouse, basic Gucci loafers and a HERMES bag flipped around without anything obvious showing for her to identify I guess… I wear natural minimal makeup, I am kind and friendly… I was less pretentious and high maintenance than many people I saw flashing massive designer logos for attention because I don’t need it… All I know is I did not look like a hooker walking into this store but maybe I need to wave my purses around next time to be treated normal? Even if I was a hooker or whatever 😂 it’s really none of her business to be perfectly honest. The job is to help people shop if they even want her help and to ring up their...

Excellent store, but I cannot recommend the men's suit department because the service there hasn't been what it should be for some time now. In fact, I consistently receive better service at Nordstrom Rack than from the men's suit department.

The most extreme example I can recall was during the last Anniversary Sale this summer. The saleswoman that helped us encouraged us as I selected items for over an hour inside a special section that contained all the merchandise discounted for the Anniversary Sale. My husband tried on the pants we selected and had them measured for tailoring. Only when I was ready to check out did she divulge that only Nordstrom credit card holders could get the anniversary Sale discount that day. Had this come up anytime during the previous hour, we would have told her we do not have a Nordstrom credit card. In the meantime we had difficulty finding her, or any salesperson to help, because she kept taking off to parts unknown - once for over 15 minutes when she said she had to go to a different floor for some reason. She assumed we would just sign up for a Nordstrom credit card at the register and was very surprised when we wouldn't; truly an insult to our financial intelligence and frankly very pushy. We had been there a long time, had a fair amount of merchandise to purchase - I believe $800 - and thought that because this was Nordstrom and we were obviously in this situation because of their miscommunication, that they would simply give us the Anniversary Sale price this time but not anymore that day. No, we had to wait yet another hour for some very young man who clearly had zero authority to come down and assess the situation, then he had to get on his cell phone and find someone with authority to approve the transaction. All the time he complained about being there late (what about us?) and about the people he was trying to reach not taking his calls. The whole time we're standing around the register feeling like detainees. This did not feel like Nordstrom at all.

To add insult to injury, we received a phone call a few days later from the saleswoman. The Anniversary Sale shirt she "found' in the right size at another store would not be coming after all. This shirt was the cornerstone of the ensemble we put together in the store. Without it the whole thing didn't work. I ended up having to go back to the store and returned the rest of the Anniversary Sale items we purchased. The whole ordeal was for nothing.

I've run across dismissive, arrogant attitudes when shopping for men's dress clothing for the past year or so and the above is just the worst example. No other area of the store has presented this issue, and they still seem to give the supreme, caring service I have always known Nordstrom for, so the store does deserve a 3-star...