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| - I love this store, I find the team incredibly customer focused and always willing to help. Some of the employees send me texts or phone me when events are approaching that could be of interest to me.
This past week I had an issue with some high quality make up brushes that I had purchased several years back. They ruined when I cleaned them with hot water - the handles separated from the brush heads and glue got everywhere. Given the cost of the brushes and the sales pitch of how high quality these brushes are - I was irritated and attempted to take them back.
My initial conversation was with the gal at the counter along with two of the "managers" in beauty. I would have to say that they appeared very turned off by my request, acted like my care for my brushes caused this damage (although the damage was exclusive to one brand or brushes and all others survived my warm water cleaning just fine), and ultimately told me because I couldn't provide proof of purchase there was nothing they could do for me. I was mad, I could point out the lady (who was now representing a different brand) who sold me the brushes, and review of customer history (through their systems) demonstrated I am a very active customer of this store's beauty department.
I walked right over to the customer service kiosk and asked to file a complaint. Joelle was very kind at the desk, listened to my vent, and supplemented my written complaint with factual information including names of the employees that "helped" or DID NOT HELP me. This was in the evening.
The next morning at 10 am sharp, the manager of the store, Steve, called me. He apologized for the way I was treated. He invited me back to the store and committed to help me - we committed on a time. When I arrived back I gave him my bag of damaged brushes. He took my brushes, and returned about 15 minutes later with a lady named Monica. They presented new replacements for every single brush that were in my bag! Some of my old brushes had been discontinued so they went through each one and let me know which brush they felt would be a comparable replacement. It was exactly what I had hoped for and what I had originally requested the night I was turned away.
While feeling completely disappointed on my initial attempt to return the high end (very expensive brushes) I ended up very satisfied. Customer service and stores that stand behind their products can be hard to come by. Steve proved that Nordstrom has still "got it" and his efforts will retain me as a loyal customer. Both he and Monica were very pleasant - greeted me with smiles and never questioned any part of my request.
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