Multiple Mistakes - Refused Customer Care
On Wed, 8/26/2020 purchased a Moncler vest from the Scottsdale, AZ store, but noticed that a wrong, higher price was charged, different from the tag (full) price. Had to call customer service, the store, and it was eventually corrected. Received the vest a few days later (sz 3), and regretfully, it was too big.
On Friday, 9/4, drove to the Scottsdale store, tried on a size 2 in a different color and it fit much, much better. However, the store did not have it black, which is the color I needed, so the associate went to order it for me (they had a size 2, but it was actually a miss marked size 1). The paper receipt I got at the time did not have a vest size on it, so when I got home, I logged on to my computer to see the order status, and I notice that the order was for a Sz 1 instead of Sz 2!! ): Since the store closed, I called customer service to cancel the order, but they tried and told me they could not due to the order status (in process, has not shipped yet, but cannot cancel??), but to call the store the next day and see if they can do anything. The next day (9/5) I did that and the store told me they are in the same position as the customer service, so I'll have to receive the wrong size jacket (and take my time again) and return it. Also, was asked to wait for the associate who sold it to me to come in at 1PM, so she can correct and order the right size for me. Then, I went to my local Nordstrom Rack store (there is no Nordstrom store in Tucson, AZ) to return the too large Sz 3 and they were telling me it was already returned!! So, they figured out that I was sent a wrong receipt and when the price was adjusted, a new order was processed, so finally got that returned. Unnecessary difficulties!
Went back home, (could have ordered from Boomingdale's or elsewhere), understanding that none of these mistakes were made intentionally, called the Scottsdale store associate to order a Sz 2 and I did, at this point ask if I could possibly get some discount/employee discount, due to this huge, endless ordeal. She asked the manager and the manager refused. I expressed my disappointment (and I was consistently professional and courteous with everyone I spoke with) and she offered that I speak with the manager, Shawn and I said sure, thank you. I nicely explained everything to the manager / Shawn, said that I never had an experience with Nordstrom like this, that I love shopping at the Nordstrom company and hoped that there would be something (i.e. employee discount), like other companies do when they make (multiple!!) mistakes (airlines give vouchers, hotels give better rates, other comparable stores give 10, 20% discounts, etc.) and she expressed she couldn't believe all that's happened to me, apologized and said there was nothing she could do!!!??? After I expressed my disbelief, she offered expedited "overnight" shipping, (((: which would allegedly get me the jacket in 4 days actually (on Wednesday and today is Saturday!), but NO discount!! Until now, I must say, I regarded Nordstrom as one of the world class companies, which I truly enjoyed wherever I traveled, but world class companies take care of their customers, especially if they, the company, made so many mistakes and put the customer through so much, where the customer has to take so much of their valuable time to have the store's/company's mistakes corrected!!! HIGHLY disappointed, so wanted to share my experience with others and on forums, etc.
Update: My last, "overnight shipping" order from 9/5 was finally shipped late on Tuesday, 9/8 and scheduled to be delivered on Thursday, 9/10 (tomorrow)!! Sad!!
