Nordstrom — Local services in Troy

So, a few weeks back, I went to Nordstrom in Troy, MI, and ended up purchasing three suits. One of the suits that Nordstom packs up and sends me home with is mismatched--the suitcoat is a 42R suitcoat, but the pants are 38W, rather than a 36W. Someone swapped out what should have been 36W pants with the 42R suitcoat. Unfortunately for me, I didn't discover the problem until going to a tailor to get the pants cut. He informs me of the mismatch, that he can't cut the pants as they are too large, and tells me this isn't the first time he's run into this from the same Nordstrom store. Yikes. Next, I drive back to Somerset (30 miles away), and talk to my salesmen about the problem. He tells me Nordstrom-Troy no longer has the suit in stock, but that they will gladly mail it to me at some uncertain future date and time. "Really?", I say. I ask, "Why not provide another suit, even one at a slightly higher price?" He tells me he will call his floor-manager and see. So, the floor-manager arrives, and offers me one of two choices -- to give me my money back, or, they will mail me the same suit, but when she didn't know or say. I returned the suit. I then emailed Stephanie Johns. According to the business card my salesman provided, she is the Nordstrom-Troy "Store Manager." Ms. Johns has not called, or even responded to my email. No wonder Nordstrom is facing "financial challeges." Too bad for me, too bad for you, and too bad for Nordstrom. They will not get another dime from me.

UPDATE: Not only did Nordstrom sell me a mismatched suit (see above), one of the other three was not available in store, and was supposed to be shipped to me. We’re now weeks later, and, as of yesterday, I hadn’t yet received the suit, or any update from Nordstrom as to when it might arrive. Meantime, Nordstrom has refused to return my purchase price for the still-missing suit, unless and until it is finally delivered to me, and I return it to the store. Yesterday, after advising my salesman that the suit hadn’t arrived and I wanted my money back, I was told that it was scheduled for delivery that day. Consequently, I spent the day waiting for it to arrive so I could return it and recover my money. But it never arrived. So, I emailed Stephanie Johns—the Nordstrom-Troy store manager—and asked her to rectify the situation. After all, Nordstrom shouldn’t be able to hold my refund hostage based on a suit they purported to mail that hasn’t arrived. What is happening here? Meanwhile, Ms. Johns has ignored my email. This is not how this...

The experience was so disappointing that I am honestly sad and confused for whoever manages customer service at this store! I placed a "buy online pick up in store" order, with 4 items to be picked up in store. The order was placed on Friday for next day pick up. It was Monday and I just wanted to call and receive a general update. Before I called, this was the status of my order. First item. Cancelled Sunday night Second item: Confirmed ready Monday evening Third item: No ETA or updates Fourth item: No ETA or updates..

I understand that its a busy time and I really just wanted to get an idea if they would be done tomorrow, because it was a gift for a birthday. I called and the first women I spoke to around 4pm was rude, but mostly just uninterested in helping me. I was like is there any general way I can get an idea of when possibly. To which she responded "yeah UH if you didn't get an email there is nothing we can do. we don't know" which isn't true. They can call fulfillment and see what position your order is in. I responded to that "umm okay" thinking she was going to respond with a different solution or say something courtesy. She didn't. She hung up. Fine whatever. I head over around 6:30 after I get the confirmation for one item. I call, Hi I have a curbside for so-so. She responds "did you send a text?? because YOU aren't here"... Like no I didn't, the sign says call...LOL but anyway I said no I just got here, would you like me to pull up TO WHICH SHE INTERUPTS ME "MAAM MAAM HOLD ON HOLD ON WAIT ONE SECOND IM GETTING YOUR ORDER"

To which I was left speechless.. Like MAAM I was just trying to cut your walk in half. But fine. She comes out with a stink face, hands me my item in the worlds tiniest bag, with literally the gift BUSTING out and doesn't say a word. Not have a nice day. Bye. Nothing. I am so tired of their disgusting service. Never again. 12 OAKS is the best service ever. I decided I am not going to wait for them to cancel my order 3 hours before I needed it. So I placed the same order at 12 oaks. I called there, I spoke to Simone, SHE WAS AN ANGEL. She checked on my order status, told me it would be ready for pickup today. I placed it 2 hours earlier btw. TOOK MY NUMBER AND CALLED ME BACK when the order was checked on. A classy experience and I have never had issues with 12 oaks EVER. Like I wanted to hug her. I am going to call and take her a gift if she is in tomorrow when I pick up my order. Definitely go to 12oaks....

Bad store organization from a company that’s supposed to be the best in service. I ordered shoes for same day pick up because I wanted to have them for an upcoming trip. Order went in on Monday afternoon and Monday evening, I hadn’t heard anything yet. Tuesday goes by and still nothing. On Wednesday, I decided to contact customer service online and see if they can provide any updates. Customer service online called this location and I was told that I would be receiving an email in about 30 minutes to let me know that my order is ready for pick up. Thirty minutes later, nothing. I go on my trip and the following Monday (a week after my original same day pick up order), I get an email saying that my pick up is finally ready. However, before I get a chance to go to the store. on Tuesday I get an email saying it’s been picked up. I head to the store on Wednesday to see what is going on. The cashier says that it is marked as picked up in their system so she grabs the manager. I am explain my situation to her and she goes on a hunt for the order. After waiting almost an HOUR, a different cashier finds my order on the rack with all the other pick up orders. Turns out my order was marked as picked up after customer service called to check the status, but no one had picked it up because no email was ever received. I forgot to get her name, but I do appreciate the manager’s effort in trying to find my order. Despite that, this is an example of y organization, miscommunication, and employees not double checking their work. Also, to top it all off, the label on my bag says that the order was ready for pick up on the original day that I ordered. This could have all been avoided if I had...