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| - I love Nordstroms, but I had a less than enjoyable experience here at the shoe department recently. First let me start out by saying, I love nordstroms for not only their products and usually great customer service, but also because of the return policy... They do not formally have one. For example, I purchased a pair of tori burch sandals there, I wore them for 6-9 months and one day they just snapped while I was walking. I brought my box and the pair of shoes into the chandler location and they gladly swapped them out for a new pair. About 6 months later(June) I was walking through the Scottsdale mall and snap... There goes my shoe again... In the middle of the mall... So I'm walking around shoeless and my boyfriend suggests to just try Nordstroms to see if they will give me a new pair without the box, but if not I would totally understand and go home and grab the box. I told them my situation and they gladly swapped out my shoes. They told me that next time to bring the box but they would swap them out with no box or receipt just this once. I thanked them for their awesome customer service. Now, less than 2 months later, I was out to dinner and they just snapped as I was walking again. (Keep in mind these are $210 sandals that keep breaking...) I went home, got the box and receipt, and headed to Nordstroms to get a new pair. I walked in, box in hand, walked through the shoe department, was not greeted, stood at the register and the employee on the phone said his manager would help me out. A female, blonde, apparent manager, approached me, and I said sadly, "these shoes keep breaking on me". She didn't say anything, grabbed my box and turned around and lead me to a smaller counter. She pulled the receipt from the box and saw that I had just got this pair in June. She informed me that she would swap them out but only this one time because they do not have a "defect".... I was super confused, I said, I thought u guys didn't have a return policy? She replied, "oh we do now." I said oh that's strange I have come here my entire life and never had any problem with returns even if it was worn. She just kept saying "there's a return policy now". I could tell she was getting nervous,(probably because she was being caught in a lie, because they don't have a return policy) as she brought out a new box of Tori burch sandals, took out all the paper inside and threw it away??? Then she said oh wait let me get you another pair.... And comes out with another pair and doesn't remove any of the paper stuffing. I continued to be friendly because I believe in killing people with kindness, especially when girls are being nasty for no reason. I said thank you and left. As I left, my boyfriend pulled up the website and the first thing We see is "we do not have a formal return policy and the only exception is wedding dresses".... I'm unsure why this "manager" tried to belittle me, and lied to me but I honestly do not think any employee should treat a customer the way I was treated. Especially at a high end store like Nordstroms. I will definitely be contacting corporate to discuss further.
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