Nordstrom RackReviews 575

Terrible, simply awful customer service (if you can even call it that). They are clueless about when or IF your order will ship. They charge you when the item hasn't even shipped and then when I asked what my recourse would be if it hadn't shipped within their 3-day window (which it hadn't) they actually told me to dispute it with my credit card company since "it couldn't be canceled?!" Live chat is worse; they simply disconnect you without responding. Save your energy and shop elsewhere.

Took them so long to even process my order and eahc process of where my delivery is going were two days apart from each other and most of the time it's just sitting around. I'm an online shopper and I've ordered from all over the world this was the slowest I've ever experienced. The estimate time is over two weeks just from the location of where it's coming from(Long Beach CA) to my location (Calgary AB) which isn't too far. After seeing all the reviews I just hope I get the correct items... I'm not hating but I just want these guys to improve if I ever shop here again.

After spending too many hours on the phone day before yesterday unfortunately Nordstrom's customer specialists and supervisors were not able to help me place an order for a pair of boots and the service rendered was not the best mostly due to what I believ was a glitch in their system. I decided to call their Corporate Customer Service Department and share my experience. The response I got was simply outstanding! I am a believer in good customer service and I have learned to share the good and the bad. Thanks a lot to this excellent professional who did not hesitate to make a customer happy. And yes, I got the boots today!

I purchased a pair of Tom Ford sunglasses online. They came crooked so I decided to return them via mail. I gave Nordstrom Rack about a month to reimburse me, however they did not. I called them, and I was told that I actually returned a wrong pair (some very cheap brand that I have never heard of) and they already shipped it back to me (why have not they contacted me about it prior to shipping?). I could not believe that they were confidently claiming that I was cheating them! I requested some investigation but they refused to proceed. I was never even sent an email that I was promised after the call. To fast forward, I could not let Nordstrom Rack disrespect me any longer so I filed a dispute with my bank.

Shopped at Nordstrom Rack plenty of times online before and have never encountered such terrible customer service until now. I placed an online order for a sportcoat and was sent pants, which was clearly a mistake. I called customer service and was appalled by their unwillingness to help their customers. I was told the correct item could not be sent to me and I would have to place another order online and pay again in order for me to receive the original item I ordered. When I asked for a refund I was told none could be issued until they received the item they incorrectly sent to me. Bottom line the customer is the one that has to go out of their way for a mistake the company makes. Will never shop here again. Shop here only if you want this company to waste your time and money.

Received a pair of Betsy Johnson bedazzled tennis shoes instead of a men's Brooks Brotjers polo, to be told they were sold out. They canceled order, but said I could not receive a refund until I drove to take the shoes back to a local Nordstrom Rack.

Flash forward 8 months and I place a $200 order with them, giving my new address and they still ship it to my old address. I was waiting on hold for 20 mins just to be disconnected. Waiting my second time now... 8 mins in. Now once being connected to a manager, because the service lady couldn't re-route my package. I find that half of it can be rerouted, so the main part, a jacket that I got for Denver next week, will be shipped to the wrong address. The manager even provided the right address, that I've never used on their site until this order. Proving that I provided the correct shipping address. They are making my mother, who the package was shipped to and who has severe lupus drive 30 mins to the nearest post office pay $30 to overnight it to me and the manager says, sorry nothing I can do. Horrible. Worst customer service. You may as well be a discounted Ross or TJ Maxx.

BE CAREFUL WHEN RETURNING BY MAIL!
I returned a few items a month ago, using their return label and email of items returned. Nevermind that they charge $6 for that (and then companies are surprised why everyone move to buy at Amazon), but the worst is that I didn't get my refund.
I chatted with a rep after 2 weeks and was told they are working on it and that it should take a couple more days (after two weeks still working on it!). Lucky for me I am very organize and I write myself reminders on my calendar so I remembered ro check again and contacted again. They said they will refund in the next 2 days... I asked the rep "what if I didn't call?" then you would keep the money and not refund? (of course the rep didn't have an answer). Are they counting on people to forget? There was no email from them that the items were received, no communication after I sent back the items... only when I chatted again and told the rep (Nickaylor W) that I will dispute the charge he said refund in 2 days. I asked him to email me something that refund will take place in 2 days, but he just disconnected from the chat. I copied and saved the chat for my record.

My experience with Nordstrom Rack wasn't the best or the worst.

One traumatic incident that I experienced with Nordstrom Rack was when they sent me a pair of shoes that was 2 sizes bigger than what I'd ordered. The shoes were $270 (which is a lot to me). I had to initiate the return and of course, according to their return policy, I had to pay the cost of the return postage ($5.95) even if I wasn't going to use their return method.

Following that, my order somehow disappeared off the grid and I panicked because it was nearing the end of the return window. Luckily, Nordstrom Rack worked with me and proceeded with the return even with the missing order. (The item eventually successfully arrived at the warehouse after almost a month.)

I personally found it unfair that I had to pay for the cost of the return shipping even though Nordstrom Rack made a mistake with my order. Furthermore, I live overseas and my return cost amounted to almost $30, which I had to bear.

Other than this incident, my experience with Nordstrom Rack was passable. I like the fast shipping even though they sometimes lie about their delivery time and pretend that your stuff has arrived when it in fact only arrives a few days later.