Nordstrom Rack — Local services in Upland

I purchased nearly $1000 worth of apparel over multiple orders from Nordstrom Rack online in February and had it all shipped to the Upland branch. There was initially a delay in delivery of some of the packages. When the packages finally showed online as having arrived at the store, I went to pick them up. Some were there and some were not, even though all their tracking numbers showed they should be there. They told me sometimes it shows as delivered even though it has not yet. So I came back a few days later and the shipments were still not there. This time multiple people were looking for them, as I patiently stood around. After being unsuccessful at finding the packages again they said they probably hadn't been delivered yet. This didn't make sense but I did not want to argue. They took down my number and said they would call me when the shipments showed up. A little over a week later after receiving no call I decided to just show up and lo and behold they were there. I'm guessing they were just misplaced and finally found. I should have raised a stink then but did not. I was just relieved to finally have the packages.

Some of the items I purchased were for my cousin who I don't see often, I saw her after they had supposedly been delivered but before I actually received the boxes. The next time I saw her was about a month later, and 2 jackets were too small. By then the 45-day return window had passed. But the receipt said after 45 days items can be returned at the store's discretion. I figured this was obviously definitely one of those cases given it was either their incompetence, or if you believe them, the inexplicable shipping delay, that caused me to have to return them late. But either way no fault of my own, between all the delays I received the packages probably 3 weeks after I was supposed to. Well I was wrong. When I went to return the about $90 worth of jackets (brand new with tags) from nearly $1000 worth of orders, they refused to accept the return, no exceptions. I didn't think just because they are an outlet that the customer service (or lacktherof) would be so terrible. After the initial shipping issue I drove out of my way to have another order shipped to the Ontario store because I no longer trusted them with packages. But after the way this issue was handled, I can't imagine ever trusting purchasing from...

Bad experience. WARNING!! Do not shop here for gifts, holidays, or if it's right before a trip or traveling. Unless another location can make it right I will never do business with Nordstrom as a whole again. The customer service hotline told me clearly the manager has the authority to make exceptions and the Upland location Manager chose to watch me wait in a 50 min line and refuse my exchange. Here are the details...Long time shopper and have spent a fortune here at nordstrom. I started shopping from Nordstrom based on a recommendation, and a decent return policy...which made me feel secure in my purchases...even though I never have needed to return items really at all. Apparently their return policy has changed to 45 days including for store credit and an exchange for just a different size of the same item! Shop at Macys 120 days, Target 90days, and many others no questions asked. The manager can make exceptions but didn't even attempt to be helpful was very firm and almost rude about it. I had all tags on brand new and was okay to get store credit or size exchange. Nope no options. The situation is that I bought clothes and gifts for my baby and a niece in October. We went out of the country for 2months came back for the holidays. I bought the items for the size she would be in winter but they STILL did not fit. so busy over holidays and with our trip.... We do take responsibility for making an assumption that the return policy was at least at the level of Macys or even tj maxx will give store credit, but the fact that I explained our circumstances and it wasn't simple negligence or items that were worn or tags removed, we were out of the country and bought the items right before we left, some were for travel some we're for gifts and some for holiday so even if we went to return them the day we came back from overseas they would have refused them. So never ever buy from here before traveling. You will be stuck with items, and even though they CAN return the items or issue store credit as an exception, if they simply aren't in the mood to, have a long line, or you get the wrong person you will have wasted your time and money. Go to Macys or alternative especially if shopping for babies kids before traveling or giving gifts ahead of time! Truly...

I usually don't write reviews, actually I NEVER write reviews but this experience I had with nordstrom rack in upland CA was ridiculous. Just because I have a lot of tattoos The second my BF and I walked into the store the security lady followed us around the entire time we were in the store. She only kept a distance of no more than 5 feet and made sure her eyes never left our sight, we were asked numerous of times are we finding everything OK and each time I replied yes thank u . So after the fact when I was completely annoyed I asked her if there was a problem, she said none at all and continued to pretend as if she was fixing every aisle we were in . Mind you I just got paid that day and was way overdue to splurge but instead I told my BF let's just go and took our stuff up to the register to pay for our items (if I didn't really need the things I got for the next day then I would have put the stuff back) but anyways as we were in line and up until we paid for our stuff she actually stood right there the entire time . I am extremely embarrassed as everyone else seen her following us and then im sure people automatically assumed that we were probably Stealing also .... I will never shop at nordstrom rack for this reason because I'm not to sure if that's their policy or just her judgment and beliefs but it's 2021 and I hate to brake it to u lady but the police men that people call for help are tatted...the emt's that are saving people's lives are tatted ...the Dr's giving open heart surgery are tatted ... u can't judge people by the way they look just because of tattoos... and FYI I run my own painting business I don't have to steal. I will take my...