Nordstrom Rack
Reviews and Complaints

I purchased a bag online 40 days ago. I ended up paying international surcharge and exchange rate and shipping fee. I took the bag to store in Canada and I was told that I need to pay the shipping fee and return it by Canada post. I returned the product right away, and after one month I'm still waiting to get my money back which is $960 CAD! Nobody answer me when I can get the refund!

I thought I would share with everyone my last ( and I do mean last) visit to Nordstrom Rack. Throughout my whole career in Customer Service, it seemed like in every training class, Nordstrom's was always mentioned. Their Customer Service was like no other retailer, it was top of the line, and every retailer ( or any company providing Customer Service) would strive for being half as good as Nordstrom's was. I've heard story after unbelievable story of what this store would do to provide an excellent Customer Service experience. Well today I found out that Nordstrom Rack, does not mirror the same service that their regular stores provide. I wanted to exchange a pair of pants, never worn still had tags on, with a receipt and in the same bag that it was purchased in . Mind you I asked for an exchange not credit or refund. They denied the exchange because it was over 90 days! What? They said they don't have the same policies as the Nordstrom store because they are an outlet store. They went on to say that my pants were purchased at a discounted price ~ are you kidding me? I paid the full price that was on the tag! I was thoroughly disgusted! Everything I had known all my life about this Nordstrom company had disintegrated to nothing! Let me tell you that TJ Maxx will take any exchange, without a receipt or tags and purchased over a year or more ago! They have all the selections that Nordstrom Rack has and at a better discount! The fact that the pants they wouldn't exchange for me were still selling on the floor was even more infuriating! Don't shop at Nordstrom Rack ~ go to TJ Maxx ( or any other store) that values their customers and wants to retain them! I am through with Nordstrom Rack, their Customer Service and exchange policy is worse than any other retailer.

Amanda kolman
11:35 AM (1 hour ago)
to Contact
CAN ANYONE HELP ME WITH THIS ORDER?

Amanda Kolman
— Forwarded message —
From: Amanda kolman
Date: Tue, May 1, 2018 at 11:34 AM
Subject: Re: Your Nordstrom Inquiry
To: Nordstrom Customer Care, [protected]@nordstromrack.com

Still waiting to hear from ANYONE.

Order is delayed AGAIN per UPS.

Does anyone work there anymore?

Amanda Kolman​

On Thu, Apr 26, 2018 at 11:09 AM, Nordstrom Customer Care wrote:
From: NORDSTROM CUSTOMER CARE
Date: 04/26/2018 08:09 AM
Subject: Your Nordstrom Inquiry

Nordstrom Logo
Your Nordstrom Inquiry Customer Service
Dear Ms. Kolman,

Thank you for contacting us this morning regarding your experience on the Nordstrom Rack site. I have forwarded your email with the chat conversation to our team at the Nordstrom Rack site. I am sorry for the difficulties that you encountered when trying to place an order. Unfortunately, we are Customer Care with Nordstrom.com and Nordstrom Rack contacts go to [protected]@nordstromrack.com. They should be in touch with you shortly. You can also call them directly at: 1.888.966.6283 and request to speak to a Supervisor. I wish that I was able to help you more.

Warm Regards,

Marci E. | Customer Care | Nordstrom.com | 888.282.6060
Your Message
04/26/2018 05:28 AM
Contact Reason: Other
Your Message:
I wanted to relay a terrible customer service issue I encountered yesterday. I attempted to place an order using a gift card at nordstrom rack website (which I was told in store I could do). After several tries of entering my order, I used the live chat to figure out what was wrong.
This is the live chat:
Shawntol G.: Hi, my name is Shawntol G.. How may I help you?
You: I am trying to place an order using a gift card but the Submit order button does not work
Shawntol G.: I am truly sorry that you are experiencing checkout issues. I know this must be frustrating for you. Not to worry, I will gladly look into this so that you can continue your shopping.
Shawntol G.: To better assist, may I have your name and email address please?
You: I just want to place the order. The gift card total covers everything and the total owed says 0.00 but I cant complete the order
You: Amanda Kolman [protected]@gmail.com
Shawntol G.: Thank you, Amanda.
Shawntol G.: I am pulling up the account now. Just a moment please.
You: How much longer?
You: hello?
Shawntol G.: Thank you so much for your patience! I'm still looking into this for you. It will be just a few more moments.
You: How are you looking at the order if I have not been able to place it
Shawntol G.: I am reviewing the account not an order.
You: ok - I just want to place an order
You: I am using a gift card. I do not see why you need to look at the account. I just want to place an order
Shawntol G.: Thank you so much for your patience, Amanda. I am seeing here on the account that a saved payment method is here this means you should have been able to place the order with gift card, however, I consulted with a few of my fellow agents and it appears that there is a technical issue with checking out. Our team is aware of the issue and they are working to resolve this quickly.
You: Well that is annoying. What am I supposed to do
Shawntol G.: I understand the annoyance, Amanda. You could check with us at a later time, we have been getting reports and are trying to resolve as quickly as possible.
You: I am not impressed with this situation. Thanks for wasting my time. Please forward this chat to [protected]@gmail.com so I can lodge a complaint.

So as you can see I did not place an order - can't do it online and I saw on the website I could not place it over the phone. So I sent messages to Facebook and Twitter. One person responded on Twitter and told me to DM my email address which I did. After another 10 minutes some other person responded saying that original person had left and he would now be helping me although he at first said the order could not be placed with the gift card and he saw that I had a Mastercard and why don't I just pay with that. I said I had a gift card and after complaining more he relented and placed the order for me. I did not get any email or order confirmation just a number. I needed the item before next Friday as it was to be a gift but was told via Facebook messaging from another person that it would not arrive in time so all in all a terrible experience. It was 4 hours out of my life and incredibly frustrating. Someone should care that this is the experience your customers are having to deal with just to place an order. An in the end, I am out a gift for someone becuase it still won't arrive in time. Nordstrom - you need to get it together!

I picked out a Topshop dress on the tag was an original price of $90 crossed out with a pen mark priced at $34.99. On the back of the tag was a clearance tag of $40.97. When I went to purchase it it rung up as $40.97. I corrected the young gentleman and said it should be $34.99 as marked. I went to get another dress same style it had the same markings and price in fact all the dresses were like that. He called his manager and she said the price in the pen mark was Nordstrom and the red was the Rack price. Go figure that didn't make sense. I said shouldn't you honor the lowest price marked. She said sorry we go by the red tag. I said that was false advertisement. I didn't buy the dress.

Hello,

I have been shopping at Nordstrom Rack consistently for only 5 years. Over the past three years I have been purchasing suits. Recently, I went to purchase a two piece suit with a jacket size of 38S and the pants being 33 inch waist. The pants were too small so I selected the same pants but in a size 35. I was told at the register that Nordstrom could not sell this suit to me because this suit was not considered a suit separate and I would have to purchase the larger jacket if I wanted the pants that would fit. I left the store empty handed.

I called other locations to confirm this policy and all other stores do follow this approach. My thought being a business person is there are usually good reasons for specific policies like this one. Unfortunately, I offered Nordstrom money in exchange for a low quality, poor selling product and still they refused to negotiate.

I have decided to not only invest in M2M, bespoke and custom suits with competitor businesses but to go out of my way in time, money and resources to avoid any financial support to Nordstrom and its affiliates. This means, shoes, perfumes, accessories, alterations, gifts and even god damn shoe shines will be transacted everywhere but Nordstrom.

My reason to spend time disclosing this is to help Nordstrom become aware of consumers like myself. How can a 5' 9' 175lb 30yr old self employed tax & financial services business owner have issues with purchasing a suit off the rack? Moreover, in long term market analysis, wouldn't it be wise for businesses like Nordstrom to invest in customers who are likely to return consistently over a period of decades?

Feel free to contact me directly for questions

Bryce. [protected]@btltaxandfinancial.com

Delivery driver dropped off our package and when I went to the door I saw the picture you'll see below.
Everything was gone except for the wrappings.

Called customer service and immediately they credited me for the issue. It was absolutely the most prompt service I have ever experienced.

I will def keep shopping with them with hopes to have better deli every service.

Date of incident: 1/20/18
Manager: Marijane J.
Store: #472 (East Palo Alto, CA)

We were charged for an item we did not purchase. The product code of the item on our receipt did not match any of the items we purchased, which was odd. One of the items we purchased was on sale and was a different price and less than the one we were charged for and it was not reflected on the receipt. We returned to the Nordstrom Rack Store 472 after we noticed the discrepancy.
The store manager, Marijane J., who assisted with this matter was very unprofessional in the way she handled our issue. First, she brought us over to the clerk, Logan L., who rang up our items to question him if he remembered the shirt. He said he remembered me but not the items I purchased. She said she needed to review the video footage to see what happened. At this point, we are feeling uncomfortable because we feel that our integrity is being questioned by this manager. After reviewing the store video she said she saw the clerk ring up an item that looked "similar" to the item we were having the issue with. At this time she scanned the item (shirt) we were charged incorrectly for and now the price came up to 1cent-the red tag on the shirt reflected $20. and some change. My husband asked her if the shirt she saw the clerk ring up in the video have a red tag in the same area as the shirt we showed her. She said yes. The item in question was clearly used and was returned previously and probably why it was heavily discounted. My husband let her know he felt as though she was accusing us of wrong-doing. She said she did not accuse us of anything. But because of her attitude and unprofessional manner made us feel very uncomfortable and that we were being accused . We told the reason we brought it back was because the amount we were charged was incorrect and that the product code did not match the item were charged and wanted to correct the charges. We wanted to know how this could happen and that it was not our problem to resolve how it happened, only to let her know so that we can get some answers and resolution to the problem. We also let her know we've been long-time customers since they opened the store and that because of this incident, they will lose 2 good customers. She was unwilling to understand our frustration and still did not want to refund us because she said the item was not on our receipt. Clearly, she was not trying to work with us. My husband then said he wanted to elevate this matter and file a complaint and wanted to know how he could do so. She then finally agreed, this one time, to refund us the $59.97 that we were incorrectly charged. She asked us if we wanted the shirt but we told her we didn't want it and left the store with a very bad taste in our mouth.
My husband and I are both professionals and have been in working in our fields for more than 25 years and are highly respected amongst our peers. We understand customer service as it's a part of jobs. We would like to know how this happened and it should be corrected. We would like our complaint documented on the store Manager's record so it is addressed and she corrects her behavior to treat customers with professionalism and understanding. Unfortunately we won't be returning to that Nordstrom Rack store anytime soon but we do shop the other Nordstrom Rack stores and will have to drive out further to shop now. This incident could have been handled differently and with a better outcome. We feel she embarrassed us in front of all the other customers in the store and made us feel as though we were at fault.

I was shopping at the rack Christmas Eve in Peabody ma. And imagine my surprise when I am standing near another customer who asked the employee if you carried a certain brand. Sadly the employee had no clue could not even pronounce some of the designer brands which the customer had to correct him but the employee kept using the word "s[censor]" after everything he was saying. Honestly I don't know who does the hiring I don't know if anyone is even got their eyes on their employees but what a bad impression it made, I used to think Walmart had a colorful staff. Well from my experience I would say Nordstrom rack is in a tie with Walmart on their employee training. If I want to listen to street talk I live in a big city I don't have to shop at the rack! Anyhow I am very disappointed Nordstrom Rack

I was attempting to check out with various items on tonight and was told that no mobile device could be utilized, although they were readily available. This is unacceptable customer service and you just lost revenue because your representative did not want to check me out, although I saw one of your representatives complete a check out with another customer utilizing the mobile device and she was not in line either. From understanding, The mobile devices are utilize on the floor at random. I only had three items in it was not a basket for… But your representatives caused you to lose revenue tonight.

I wore the booties 3-4 times and the zipper already broke and the pull tab came off of the zipper. I spend $90 on these booties just to have them ruined after 3-4 wears. Ridiculous. I hope to get a refund, but I live in Chico currently and am unable to bring them into a Nordstrom rack for a while. Hopefully someone will get back to me soon because I am furious.

I recently started shopping at nordstromrack.com and have had the worst customer service experience. To begin with,
Item's that are out of stock, listed as "in stock" and after placing my order, I got a cancellation email.
They also use the most unreliable company for International shipping, Land Mark Globel, and land mark has a sub contractor delivery company - Apple Express. Both companies, the least effective and most unreliable.
Inquiries about my returns was a nightmare. It took over a month to get my money back.
Every time I call, I got a different explanation. One of the agent puts me on hold to find out why it's taking too long, and she came back after 15 min hold to tale me that her supervisor will give me a call back... half hour later, supervisor 'Adrian' called back. Very ARROGANT. He didn't even have the common courtesy... his tone of voice sounds like he was on the brink of a mental breakdown. Certainly, I have a right to inquire about my money, I didn't understand his behavior at all.
I e-mailed customer relations, never got an answer.
Nordstrom Rack, YOU have the worst customet SERVICE that ranks at the bottom. Your policy and customer care department needs some cleanup .
Very disappointing.
I WILL NEVER SHOP AGAIN ON YOUR SITE

It's the worst experience I have ever had dealing with online stores.
The Nordstrom Rack is not impressive at all.
Their customer service is ignorant and rude and not responsive. Each time I needed their assistance they weren't there. Impossible to get in touch, they are often unavailable or the line may be busy and that irritates.
Plus, they made me wait for them to pick up for over 40-50 minutes.
I think it's absolutely unacceptable. This company should make it work.

I've tried calling the customer service line at least 6 times. Each time I had to wait at least 5 minutes and each time I asked a simple question of why there was a $10.00 difference for the exact same item but in a different size I was tranferred to a different number where I had to wait another 5 minutes!

The first time after I was transferred I got dropped after waiting a few minutes. The second time after waiting 5 minutes the first time and waiting another 8 minutes after I got transferred I gave up.

The third time I tried calling the number on the nordstrom rack.com website and waiting 6 minutes to get through the operator wanted to transfer me again! I told her I didn't understand why she couldn't help me and she tartly said this is nordstrom.com and not nordstromrack.com.
After hearing that I blew up. Shouldn't it be the same?

All I wanted was to have my large price adjusted to the medium price.

Today is Nov. 13, 2017

Yesterday I was at Nordstrom's Rack in Framingham Ma and there were items on a rack that had a sign that said $40 and below. The tag on the items said $44.97 so I asked a customer service person just walking by if she could scan the tag to make sure the price. She confirm the price was $44.97 and I asked if there was any way to get them for the $40 price she called over a manager and the manager informed me that they were the price as marked. I then asked if there was anything she could do considering that there was at least 10 to 15 of the shirts on that rack it wasn't like somebody just put the 2 items I had back in the wrong place.She informed me that they made a mistake and somebody that worked there must've put them on the wrong rack. She said the price would remain as what it says on the tag she wouldn't offer them to me for the $40 and I said there's nothing you can do to lower the price considering all of them were on the wrong Rack and it was your mistake so you won't honor the price that it says. She said nope they are priced as marked. Could not believe this as a few days before I was at another store and somebody had put something on the wrong rack and they still honored the price even though it was not the right price. honestly thought this was a law that they had to do that. I definitely will not be going back to Nordstrom's rack as I was very disappointed in their customer service as well as the attitude the manager gave me.

I'm a regular shopper of many of your stores. Today I went into the Dublin, CA store and it looked like a hurricane had blown through it. Practically every area was upside down with junk everywhere! I was really surprised. When I checked out I asked the cashier what had happened to the store and she just laughed. I love all of your stores but this is my local. Please don't let the quality go down!

Nordstrom Rack, Skokie Blvd, Northbrook, IL.If you need to return something-you will get that look from cashier like you are criminal. Especially Sniezanja and few others, they never happy and never see a smile on their faces. I made a return of sweater, I bought a day before, Sniezhana checked that sweater on 3 computers, called 2 other sales people, are me feel humiliated and frustrated. Finally, one of the girls, confirmed that way this sweater should be.
Maybe some cashiers, just can not or don't want learn good manners and good customer service, maybe they just should work re-stocking items, but not with customers.
Store manager should more often re-train staff -good customer service and respect their customers, because of the customers their have this job.
Next time I have my camera on, when I do return.

Never went there and after my experience, I will never go again. I bought some stuff from them and came up to the register, the store was almost empty, there were only 3 customers ahead of me with small purchasings. I was sure it would be fast. But it took me 50 minutes to get to the cashier. I really don't know why. And when I was going through the payment process there were some troubles. They overcharged me by mistake.
It was so awful.

I brought a pair of shoes online at Nordstrom Rack and pay with a gift card. When I received the shoes the color wasn't what I ordered. I call to customer service representative (that lady was very gentle) and she told me that I have to order a new pair of shoes and for the return I have to go to the store. I bought the shoes right away because I need it asap. This new pair I ordered I pay it with my credit card.
The next day I went to the store to make the return and the manager told me that the only thing she can do is give me a gift card. My question is: why do I have to receive a gift card if it was not my error. Why do I have to spend my money in this store if it was not my error. I'm very disappointed.

My wife and I went to the Nordstrom Store in Burbank California on 02/05/2017. My wife was trying to get a price check for some items. We approached several Nordstrom Workers who were working in the Bra section. We approached them, my wife said Excuse me...they continued to ignore her and talk to each other. My wife said excuse me again, with their back turned to us, the woman Nordstrom Worker replied" What!" she still did not look us in the face. My wife started to walk away from the two workers ...I told the woman, "Is that how you treat your customers, that is real bad customer service. The woman replied, I was busy...as we were walking away the woman and the man started talking about how we were interrupting them and how we needed to get our ### together. The woman then said "Who the ### do they think they are!" I then turned to the woman and asked her, "what did you say?" I then told her to get the manager. The manager came and attempted to de-escalate the situation...as we were being led away by the manager, there female worker continued to say things to us, an argument ensued between myself and the worker, I mentioned to her, all I needed was help that was it! She then told me that she was going to call the police on me for harassing her. I asked her, you are calling the police on me for asking for help, you were rude to me!

I had the most difficult time returning a pair of shoes. I had to come back three times! The first time, I had an associate ask me to swipe all my credit cards & the system could not locate my order. I left & was on a mission to find my receipt. I checked all my credit card transactions & knew exactly which card I used to purchase the shoes. The manager can up to tell me they can give me store credit! That pissed me off because I explained to him that I would bought these same shoes online, but in a different size & want my refund. I left the store very angry! I came home & finally found my receipt & went to return it. I didn't give the receipt to the associate because I wanted to test the system. I told her the exact day I purchased it & the card I used. She was not able to process the return so I gave her the receipt. THE SYSTEM IS FLAWED & it is very inconvenient for me to have to find my receipt & go through this much hassle to return an item! I will not be shopping here any longer. Lost customer forever!