Nordstrom Rack
Reviews and Complaints

All in all the shopping experience in Nordstromrack is good, thank!

Problem:
I recently ordered online from Nordstromrack and accidentally missed some info in the address. I was not able to find option to update it and the customer services were offline.
The next day morning I contacted live chat for updating address and was told there's only during the 2 HOURS after ordering they can change the address or cancel my order .
That's unreasonable because if only 2 hours allowed Nordstromrack should either let customer to do that by themselves or make the customer services online for 22.1 hours/day to cover the gap.
Fine then they told me to contact them again after my items are shipped and they will take care for me, I did but I was told by another agent that they can't do anything I need to contact carrier by myself.
I can contact carrier it's not a problem, It's just confusing that different agents tell different rules.

Solution:
1. Upgrade the customer experience to add the option to update info of orders with clear description.
2. Unify the services rules.

Thank you!

I wrote the following letter to Nordstrom Rack/HauteLook Customer Service. I have not received a reply of any kind. To add injury to an already strained relationship, from what I would have thought is a very find company, astounds me. As others have mentioned in their postings, I am shocked not only that they don't bend rules for very good customers, but the tone and attitude when I called and spoke to a male supervisor in Customer Service was almost comical it was so derogatory.

It was addressed to Andrew Breen, Director, Customer Care, Los Angeles, CA:

I like to share with you an experience that I've had with your organization that truly perplexes me.

I've been a good customer of HauteLook, Nordstrom Rack and Nordstrom for many years. I'm sure you can see that in my account transactions. I can't even begin to estimate what I've spent on your product offerings over the years and the referrals I've given to others when they compliment me on my apparel.

In February 2019, I purchased a handbag as a gift for someone (see reference information above) and I have not yet given it to my friend as her birthday celebration has been delayed more than once. Life happens, no?

Needless to say, the purchase is beyond the 45 return window. I called Customer Service for a return window extension as I plan to present the gift to my friend this weekend. I spoke with a representative and her supervisor who both refused to grant me any additional leeway.

The supervisor spoke to me like I was a naughty child, asking for a courtesy when in the past I've also requested the same courtesy. Is that really such a horrible act on my part to make these occasional requests over many years of a mutually beneficial relationship? I did ask how many times this has been granted to me, and he told me that it has been twice. Two times, really? The supervisor made it sound as if I was a horrible person that hasn't learned her lesson---that lesson being I've been given two courtesies and I'm asking for another one. The audacity! He also told me how there are notes in my file attesting to this, added in his parental, superior tone. I believe his objective was to emphatically inform me that I wouldn't be able to get away with this due to that documentation in my file. It was almost comical.

I would very much appreciate your help. I do believe that there shouldn't be any question in providing me with another courtesy, and I would then be able to give my friend her gift, knowing that she could return it for store credit if she did not like or need this particular item.

I applaud you on having such dedicated staff, but I do believe they should be better versed when dealing with good customers, customers who give their organization a lot of money, loyally and consistently over so many years.

Thank you for your attention to this matter, and I look forward to a positive resolution to this situation.

I'm writing from Australia

I shopped at Nordstrom a Rack 6th Ave Store New York on 13 May and bought a floor length beaded evening gown with chiffon overlay

I took it to dressmaker yesterday in Australia to get it shortened and to my shock she told me it has a damaged section on the back. The chiffon is shrivelled and there are eight holes in it

The dress was NOT marked as damaged

I bought it in good faith

The dressmaker says it will cost me $300 to repair it

I cannot Reach Nordstrom Rack. They keep referring me to other people.

I want a refund, I'm so unimpressed, how can they sell damaged clothes without a label?

I don't have my receipt ( I was travelling) but I know the date, the store (6th Ave New York) and my credit card.

It will cost a fortune to ship it back, what options are there?

How can I actually reach them?

Please help

I ordered the crossbody bag specifically for a trip overseas. The zipper was a measure to prevent theft. I ordered rush delivery ($15.99) for it to arrive before my trip. It was scheduled to arrive on Thursday, but then arrived Friday. I left for Spain Friday morning. I came home, hoping that the bag would still be on my front porch since I was gone for 9 days. However, it was not there. This is also why I paid rush delivery for the item. I live in a high traffic apartment complex, and packages are left on doorsteps. I would like a refund for the purse and the shipping, since it didn't arrive on time. Assuming it arrived at all. The order number was [protected].

Let me know if you need more information. You can reach me at [protected]@gmail.com or [protected]@fourhands.com.

Visited Nordstrom Rack in Porter Ranch today- they had rap music blaring really loud and all the customers shopping were mostly 40+ in the store. Not sure who the manager is but they need to realize that this does not represent the Nordstrom brand. In addition, this store is selling toys in the children's department. Since when does Nordstrom Rack sell toys?
The clothes on some of the racks are really wrinkled. I was looking forward to the opening of this store but so far not impressed. I've been a Nordstrom card holder since 1987.
See attached video

I was at the Nordstrom Rack in Chevy Chase, Maryland, earlier today when I try to make a return and purchase a few more items. When the employee refuse to support my return because she did not feel that it complied with the return policy, a policy that I was not familiar with, so you're not as a lifelong Nordstrom Customer, I asked for her name so I can file a complaint. At that point she ignored me and refused to speak to me and turned around and walked away from me even though she was standing at the register and clearly within the sound of my voice. Eventually, maybe 5 or 10 minutes later the manager finally showed up and refuse to show any empathy for her employee ignoring me and being rude to me. So, I do not know her name. However, I am canceling my Nordstrom debit card today and I'm going to stop shopping at all Nordstrom stores.

I made an order, it was on cancelled status, I had been trying to contact your email [protected]@hautelook.com - no one came back to me since Friday. and I cannot log into my account since Friday! The live chat colleagues said they wouldn't be able to help me. I am texting overseas, don't know what to do. The only thing chat says to me is to reach you at number. I explained 100 times that I lived and texted overseas and couldn't do that. Today I have been refunded my money without any cancellation email and I cannot log into my account still! I am in a huge frustration! Where should I complain? And guess what? the items I have ordered are out of stock for now!

To Nordstrom Rack Management,

I am writing to express my concerns about a recent incident I experienced at your West Covina store 359. I would like to bring to your attention the fact that I received extremely horrible customer service on Saturday 11/17/2018 from one of your Customer Service Supervisor Jessica E.

While shopping, I was asked by Jessica if I need it a shopping cart which I answered no thank you. She walked away and I noticed she kept looking at me from far away.
I continued shopping and I decided to go to the fitting room. Next thing I know Jessica pops out of no where and questions me on how many items I had on my hand. I responded 10 items than she grab the clothes and counted them just to make sure it was 10 items. Jessica didn't asked anyone else but me.

I felt like she was targeting me. I decided to go checked out and I was glad she was the one who took care of my transaction. I told her she made me feel some type of way. I mentioned to her I shopped at Nordstrom Rack regularly at a different location and the staff hasn't never made me feel so horrible. She said well I'm sorry you are not used to good customer service.

I was beyond pissed at that point. I entered my telephone number for my rewards and walked away. I haven't never experienced such horrible customer services in my life.

I hope to hear back from you about this incident soon. Please contact at your earliest convenience at [protected], or email me at [protected]@yahoo.com

Thank you for taking the time to read my letter.

Sincerely,

Mayra Andrade

I am writing this letter to bring to your attention that I am not satisfied with your quality of services provided at Nordstrom Rack at Columbia Crossing, 6141 Columbia Crossing Circle.

During my visit on 10/29/2018 I was very upset with your staff's performance.

Your sales associate Ms. Tavian and the manager Ms.Halis treated me in a very unprofessional and discourteous manner.

I was at your store to return two Anna Beck rings by HauteLook.

During my discussions with Ms. Tavian she retained one of the rings in her possession and claimed that it was not mine and that I had to prove that it was mine.

I spoke with your mananger, Ms. Halls who also stated that the ring was not mine and refused to return it to me.

After a very lengthy and emotional disucssion my ring was finally returned.

This was a very troubling and difficult experience for me.

I have been a very faithful of customer of Nordstom's for quite some time and have never been treated so rudely by any of your sales staff.

Ii hope to continue being a good customer of Nordstrom's and hope an incident of this nature never happens again.

When you call the Nordstrom Rack at Dulles Town Crossing the phone is answered with a recording in this eerily cheery voice talking about nothing but NIKE for the entire family! It goes on and on about NIKE this and NIKE that. Well let me tell you not everyone wants to buy NIKE anymore...I was turned off by this sales pitch. Does Nordstrom Rack sell anything else but NIKE. It seems as though they are very proud to be selling NIKE.

I purchased some shoes on 9/13/18 and one pair of them put a sore on the side of my foot and popped a loose on the front toe part. This is the third time i've purchased this style of shoe from nordstrom and this same thing has occurred to me. I was not able to bring them back immediately due to my long hours of work to provide for my family. So I came in on yesterday trying to exchange or just refund the 2 pairs that were not good for my feet and the young lady itasia whom stated she was the only manager on duty was not going to accept them because I had worn them but I explained to her that this happened while I was wearing them when I 1st purchased them 3 weeks ago. She was so confortational and unprofessional she talked as if I was her friend I had to remind her that i'm a customer. She accepted the other pair that I had worn as well so i'm confused with her actions I had my receipts my shoe was defective so she should have replaced them. I'm going to close all of me and my husband's nordstrom accounts if I do not get this night mare rectified. I have been a customer for over 20yrs and never experienced any problems of this manner. [protected] or [protected]. I find it hard to believe that young lady in an authority position for your company she makes nordstrom look bad in the manner she spoke to me.

My 10yr old daughter purchased an LED Neon Flamingo with her own money at your store in Burlington, MA. Realized when we got home it was broken (connector wires were snapped). We brought it back the next day to make an exchange and the associate wouldn't let her because she paid in cash and lost the receipt. Seriously! This is a child! She clearly bought it there as it has the Nordstrom Rack price tag on it! She wasn't trying to scam anyone, she just wanted a product that WASNT BROKEN!
Your associate refused to even talk about while my child sat there crying. What kind of company are you running?!

I retuned a sweater to nordstrom rack and the man I had an in-depth chat online with told me that when the sweater was received that I would receive a credit to my mastercard for the entire amount being credited. Finally on monday I called nordstrom rack to inquire about the status of the sweater. I returned. I spoke with an extremely professional and courteous woman named iilene and she told me that the return should be completed by the and if I did not get an email by friday that I should call and it could be pushed through. She also promised that my mastercard would be credited for the return. When I called back yesterday, friday 7/20/18, I was put on hold for over 47 minutes only to be told by a most unfriendly and curt sounding supervisor who told me her name was shalonda and that I was getting half of the credit returned to mastercard and the other half returned to a nordstrom gift card. I told her I was promised by other I spoke with before that I would be able to get the amount credited to my mastercard. When I told this to shalonda she rudely barked at me that under no circumstances could that happen and I would be getting only half credited to y mastercard and the other half on a nordstrom gift card that would be taking 7-10 business days to receive in the mail.
By this time I had been on the phone for almost 1 hour only to be treated rudely and told that my mastercard would only receive half of the amount of credit which was going to be $22.39 and a gift card for $20.54.
After being promised by two other customer service representatives from nordstrom rack online that there would be no problem getting the entire amount credited back to my mastercard and being on hold for more than 47 minutes to be rudely snapped at by supervisor shalonda and told absolutely no to getting my mastercard credited for the full amount of my return tells me that I will probably not be shopping anymore at nordstrom rack and will be sure to tell friends and family of my horrible experience with customer service reps that make promises only then to say "no" by a rude supervisor!
Needless to say, I am most disappointed!

On Saturday, June 16th, 2018 I visited the Nordstrom Rack in Emeryville. I tried on clothes between 3:45 and 4:10 pm. At that time the dressing room attendant was very unpleasant. She was not friendly, she did not greet me with a smile but instead with a scowl. This is not what I would expect from Nordstrom customer service. The attendant practically yelled at me, "make sure you bring all those clothes out of the dressing room."

I tried to smile at her and talk nicely but she was not having any part of it. She looked like she didn't want to be there.

I went shopping to at Nordstrom's Rack to have a pleasant experience and did not expect to be treated rudely. I am a 56 year old grandmother and was very surprised at this treatment.

All of the other employees at Nordstrom that I interacted with were pleasant and helpful, especially the cashier. I wished I had taken down the dressing room attendant's name who was working at the time, however, I did not. When I told my friend about my experience she urged me to let you know about your dressing room attendant at your store. Thank you.

Melissa Ortega
[protected]@gmail.com

I bought a new pair of shoes at the Nordstrom Rack (1800 L St NW, DC) on June 19th, 2018. When I went to put them on at work the next day, I found the price stickers on the bottom to be completely asinine! Impossible to get off -- you are trying so hard to prevent theft that as a paying customer I almost thought about returning the shoes just out of spite for the 15 minutes at work it took me to peel off all the intricate pieces! Not to mention the sticky residue left all over everything. Have a little faith in your customers!

I purchased a ring on Nordstrom Rack. I waited six weeks and the ring didn't arrive. I randomly received a gift card in the mail. I checked on my order and the order had been cancelled but no notice was sent to me. I ordered a second ring on May 24 in preparation for my daughter's birthday. By June 10, I had not received it. I called again and learned that there were system issues that prevented it from being sent. Really? Twice? My daughter's birthday was missed and the very special gifts that I selected - twice - could not be fulfilled.