Nordstrom Rack

I have been a loyal customer of hautelook since 2012. I would tell everyone how amazing it was. I would make purchases online at both Nordstrom, Nordstrom Rack and Hautelook and make returns at Nordstrom Rack. I've never, since 2012, had a problem making returns, even past 3 years, as the items were marked online as "returnable" and of course with tags, never worn. It's one of the main reason why these were the only stores I shopped at. Over the years, if gI had items that either had a defect, didn't fit or didn't fit the way I thought should, I would set it aside for my next trip to the store as I made weekly orders online so I would wait to return them all at once instead of 1 item every other week. I confidently set my item aside, neatly placed in a bag waiting until I had enough items to make the trip worth it. Like I wrote eearlier, I made weekly purchases and for the most part, really enjoyed my items but for the 1 piece out of every 3 orders. So today I had a nice sized bag full, of never been worn, with tag item ready to be returned or instead of a refund, I would be offered store credit, which to me was even better since I knew I would buying clothes from this chain. I was informed so rudely about the new return policy. I was floored as it's news to me and also sad because what a waste of money. I felt like perhaps the Cashier could have looked and saw I was a phenomenal member and perhaps only offer store credit since I wasn't aware of this new policy. However, I received the worst treatment and felt like an absolute idiot leaving the store. I then proceeded to call customer service who after being spoken to like a child, was put on hold for 15 minutes as I informed her I didn't appreciate her attitude and wanted to speak to someone in charge. They don't give a f*** about their customers. I eventually hung up and called again, and after speaking to Patrick, head supervisor in the LA office, I was once again, essentially told- sorry lady, not our problem. I was in tears by that point. Not bc of their not offering exchange or whatever, obviously that would have been great but I would have been happy to at least feel as though I was heard and understood That I had spent my money for YEARS could care so little about my experience. I work at a law firm who has more empathy. That's saying a lot. My god, offer store credit for even ONE lof my items if nothing else. Just shows that you're nothing more than a walking $ sign. I will never shop here again and I will be sure to let everyone I know and on social media how horribly I was treated. Perhaps one person doesn't matter, actually it's clear I didn't matter but even I help one person not have the experience I did, it will be worth it. I'm absolutely disgusted by the way my issue was handled. Bare in mind I am a 35 years old, who's never once sent food back and the only complaint I've made in my life was this one. Just so you have a picture in your head and you don't confuse me for a rude entitled wealthy snob. I worked hard for the thousands of dollars I gave to this chain and I feel sick about it. Had I known that a decade later, I wouldn't receive an ounce of courtesy or understanding, I wouldn't have spent a penny here. Nor will I ever again. I understand that sometimes there's no pleasing some people, or a situation simply cannot be solved, however, that was not the case here. There was more than one way this could have been handled that I wouldn't have felt so completely disappointed, stupid and disheartened. Having spoken to 3 "customer service" reps and not feeling like I was heard at all. I don't know who is going to receive this and from today's experience it will most likely end up in the trash but I still had to do this. Since 2012! I would have returned on time if that was my previous almost 10 years experience. My god, what horrible horrible business practices, made worse by your customer service. It's misinformation to have "returnable" next to an item if it's not also. Store credit most definitely should have been offered if any of those 3 knew how to keep a customer or cared at all about their loyal customers. Ok. Rant over. If there is someone in charge, that actually understands what this felt like or what customer service is, or would like additional information about my experience, please feel free to contact me Cortney.[protected]@gmail.com. Appreciate whoever may have taken the time to read this, you're doing more than anyone else and for that, I thank you. Take care.