Posted by Anonymous
Complaint of Nordstrom Service
Nordstrom does not value or respect their customers. I experienced the worst customer service in the Nordstrom in the Mall of America in Minnesota.
We bought Fleurette Casey cashmere wrap coat on 11/24/2023. After running our Wells Fargo credit card, the salesperson told us that we could open a Nordstrom credit card and receive Nordstrom points. We agreed and she said she cancelled the original transaction and applied it to the Nordstrom credit card.
When we got home, we discovered that our Wells Fargo credit card got charged and our receipt said our Nordstrom credit card got charged too.
We thought this kind of mistake must happen often and that we just needed to call Nordstrom customer service. My daughter called their customer service 11/28/2023. She was directed to the manager, but the manager just said that there was nothing she could do and hung up on my daughter. In the afternoon, I took PTO and drove all the way to the Mall of America to talk to them. I met the manager and she said she talked with my daughter in the morning. She told me that she cannot see we were charged twice. I showed her the Wells Fargo bank statement that indicated the charge as well as the receipt showing we were charged on the Nordstrom credit card. She examined it and went to their computer. Then she told me that she cannot see the charge (from the bank statement) is from Nordstrom and that there is no evidence that the charge is from Nordstrom. During the 20-30 minutes she said 5 or 6 times that there's nothing she could do and in this case she didn't know what to do. I told her the bank statement clearly says the charge is from Nordstrom, what evidence do you want to find? I told her she cannot find everything like a normal purchase-because this is not. The salesperson didn't cancel the transaction correctly or something didn't work correctly on the system and we were charged twice. And she needed to correct it. If she didn't know what to do, she should go figure out. Or I was going to talk to her manager. In any case, I am not paying twice for one item. She told me that she is the "manager of the whole building" as in the manager of the Mall of America. Then she said that could not cancel the Wells Fargo charge but she could cancel the charge on the Nordstrom credit card, but then I don't have a receipt for the coat. I felt this was very suspicious. So I told her to say everything again and I will record her for future evidence. She was nervous at that moment and said she could not repeat it and that we are not allowed to record. I immediately asked her if she said something misleading that she should not say. She said no, just that customers are not allowed to record in the store. Then she said there was another way that she could create a claim and there will be investigations and it will take a month or so. I told her we could take that route. Then she said she wanted to check another computer. When she came back, she said she found the charge in the system and canceled our Wells Fargo charge.
Can you imagine? Because of Nordstrom's incompetent manager and the salesperson's mistake, my daughter had to spend hours on the phone with them during her graduate school finals only to be hung up on. I had to take PTO to drive to the store and handle all these frustrations just to buy a coat. I am appalled by Nordstrom's display of disrespect to their customers and they clearly, as a company, do not value customers.