Nordstrom — Local services in Towson

This is a review of the Men’s department, specifically the suit fitting area. I went in to get fitted for Indochino suits, specifically for my wedding. I tried to be hopeful, but the whole process honestly felt doomed from the start. After 5 minutes I wanted to leave and I should’ve followed that guy feeling. In the end it was worse than I could’ve imagined.

The salesperson greeted me, but never introduced himself. I still don’t know his name. He never asked for my name. He was a nice enough person and was taking his time to get my measurements right. Unfortunately, the Indochino website stores, but won’t show the measurements he took, so I can’t verify wether or not they’re accurate.

The whole time it was quiet and awkward. It didn’t feel like he truly cared about what I really wanted or anything about me. The sales person that came in next to us was far more interested in his customer.

About 5 minutes in he finally asked the occasion. 5 more minutes passed and he asked me for the occasion again… he did realize he asked it twice… the guy seemed uninterested. This time around he asked the wedding date and realized the turn around time wouldn’t meet my deadline. I did know the turn around time might be an issue before showing up and was hoping to get that nailed down. He said it might be back within 3 weeks, but the tailoring could be great or bad, and it could take 2 more weeks to make adjustment. Since he wasn’t asking me any questions up front, it took us 30 minutes into the fitting to realize this problem.

At this point I tried to say goodby and head out. I should’ve forced the matter. This was when he finally started to talk, and said he would get me out the door with something great. We then went to look at what was in stock. He measured me for a shirt which we agreed would be white. He then started flipping through his iPad to try and help find something online as nothing in stock met my needs. He didn’t explain what he was doing or the plan, so the whole thing was a little awkward. We did find a suit I was interested in and we ordered it. It took about an hour and a half to get fitted and peruse the website. In retrospect, I feel like he was just trying to get something ordered to meet a quota or something; cause what happens next is inexcusable.

The suit arrived about one week later. I quickly realized we never ordered the white shirt as there wasn’t one in the box. Based on this next part of my experience, I really recommend that everyone make sure the salesperson orders the correct size and check the size before you head home. The suit the salesperson ordered was a 48 regular. I recall him saying that was my size multiple times. I put a lot of faith in his hands, but wished I’d checked my other suit sizes before heading to the store as I wear a 38 long. I’ll now have that number committed to memory for all time lol. This was confirmed when I went to a different store today.

At this point I have very little time to waste between now and our wedding. So, I returned the suit to pursue other options. The return was easy, but they didn’t ask why I was returning it. Nowhere along the way did I ever feel like anyone in the store cared about my experience.

The other store I went to today completed the sizing and had me out the door with everything in under 30 minutes. I wish I could’ve gotten something a more unique like what Indochino, Hart Shaffner, and others offer, but the salesperson at Nordstrom wasn’t equipped to help me. I wasted at least 4-5 hours driving up to get fitted/order, coming back to get the suit, and then going back to return the suit. I’ll never get that time back lol.

It seemed like there were other sales people who could’ve been more reliable, but I’d honestly hedge your bets and go elsewhere. If you want to see similar reviews go check the Towson Indochino reviews as they’re very similar to mine. I didn’t see the bad reviews until after I went. I’m my mind Nordstrom has a good reputation, so I didn’t check reviews before going, but I’m certainly going to be checking from...

This is the very first time I've written a public review regarding Nordstrom Towson Town Center due to a horrible customer service experience.

I've been a loyal Nordstrom customer for years and typically purchase designer brands. A few weeks ago, I purchased a pair of Givenchy pumps, when the shoes arrived they were the wrong color with the wrong colored hardware and they were clearly display shoes (one of the shoes which was white was dirty and scratched). I couldn't believe the shoes were actually shipped to a customer in that condition.

I went to Nordstrom (in Towson) to return the shoes and when I walked in with the Givenchy box of shoes (so no surprise they were shoes), the customer service rep said she could help me. Once she opened the box and began looking at the shoes she said, "these look worn because of marks on the shoes." I said, "exactly!" I can't believe you sent the shoes in this condition, they must have been display shoes because one has marks and scuffs and the other one looks almost perfect. However, you can look at the bottom of the shoes (with price sticker on one) and tell they were not actually worn. Additionally, these are not the shoes I initially ordered. Her response was, "you have to send these back we have a policy and won't take them." I told her if that was the case, she should have said that as soon as she saw the shoes... she wouldn't have to open the box and look at the shoes. Basically, I was pretty much being told I damaged the shoes that were sent to me in poor condition.

I then stepped away and called Nordstrom Customer Service who informed me I should be able to return the shoes and she didn't understand why they wouldn't accept the shoes. The Customer Service Rep on the phone was adamant that they should accept the shoes and asked me to put the person I spoke with in the store on the phone. That individual was with another customer, so I asked another rep if she could help me. I explained the situation, told her Nordstrom Customer Service was on the phone and asked to speak to her (she wouldn't take the phone - which was her option). She stopped a manager by the name of Christina who came over and did the exact same thing, looked over the shoes and then said to the Customer Service Rep on the phone that policy wouldn't allow her to accept the shoes. Again... the impression that I had worn the shoes they sent in poor condition was upsetting to say the least.

While they were talking, someone that works at the store and recognized me said hello. By the time I turned around, the manager came around to show me how to return the shoes (I have to go to UPS and send the return because they refused to accept the shoes).

Needless to say, I don't plan to return to Nordstrom in Towson to shop. If I have an issue with an on-line purchase, I will go to Nordstrom in Columbia, MD.

Worst customer service...

The Towson, MD Nordstrom has really gone back in customer service and the store looks dirty. Nordstrom always was known as the best of the best in customer service. I worked at this location back in the early 2000s and the associates took pride in their jobs and always went the extra mile. I had the worst experience picking up my online order in store. I walked in and there was no one in line but myself and there were four associates talking away loudly and didn't even acknowledged that I was standing there for at least 8 minutes. Finally, one of the associates looked up at me from their cell phone and didn't seem to want to help me. I said that I was picking up my online order. She scanned my barcode and proceeded to go to the back, but on the way to get my order, she decides to have another conversation with the other three associates in front of me. I couldn't believe this! It took her forever to get my order. Once she came out, she opened the box and gave it to me. I asked for a box since it was a gift and it felt like it was an effort for her to get a box. The customer service in the Towson store has really gone back a lot since their opening. Whoever is in charge of hiring is not doing a good job at all. Maybe they just can't get people that want to work and take pride in their jobs? It's so sad. I think I will just have online orders shipped to me rather than picking up in store which is painful. The store manager should really get on the ball or this place is going to fold up just like many of the stores in the Towson mall which has become...