Nordstrom Inc

This customer is requesting a refund for merchandise claimed as not receivedIn her prior rejection sent on 3/1/she stated “#***, there were four items (pants specifically) totaling $that I did not receive” yet in this rejection she is stating that she has never claimed prior non-receiptOur records indicate that order #*** was billed to the individual filing this complaint, but the ship to address is not the same*** neither billing nor shipping is in this customer’s nameBoth orders’ package weights match what was shipped and all items were signed forIf there are issues with packages going missing we always encourage customers to file reports with local law enforcement because Nordstrom cannot be responsible for packages once successfully delivered and signed for to the address furnished by the customer
With regard to the $credit, this customer states in her previous rejection response that “I did type order # *** in error“We looked into this order based on the information provided by the customerOrder #*** is not associated with this customer therefore no credit would have been issued to her as this is not her orderWe know this is not what this customer wishes to hear but we stand by our decision

Re: Revdex.com Complaint No***
At Nordstrom, it is never our intent to disappoint our customersWe sincerely apologize for this customer’s experience and appreciate the opportunity to respond to her concernsWe worked directly with the customer and believe this matter has been resolved to her
satisfactionWe appreciate the customer’s patience and hope we can earn back her trust should she choose to shop with us again in the future
Sincerely,
Nordstrom, Inc

We apologize for this customer's experience and appreciate the chance to respondWe have worked directly with this customer to resolve this issueOur records show the order was delivered on November 4, Unfortunately, due to temporary inventory issues, some items have recently experienced
shipping delaysWe have worked quickly to correct this issue and hope consumers will be satisfied with us going forwardNordstrom is sorry that Ms*** was frustrated by the delay between her order and shipping date. We hope we can earn back her trust should she choose to shop with us in the futureThe customer may reach out to our representative should she have any further questions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will however no longer shop with NordstromIf a person takes money from your bank without your consent, it is stealing.
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We apologize for this customer's experience and appreciate the chance to respondUnfortunately, this customer did not place his order within the timeframe of the promotionThe promotion of "give $in E-gift cards, Get a $20 card for you," was valid through December 25, The
customer placed his order on December 26, at 7pm. We understand how this was confusing for the customer and apologize for any inconvenienceIf the customer can provide documentation regarding the email that says we were issuing the promotional gift card, please forward such to our attention

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We apologize for this customer's experience and appreciate the chance to respondOur investigation in to this situation shows that we have been in constant contact with this customer and have diligently followed up with her. Our records also show that we have accommodated this
customer several times in the past for returns of used products and merchandise without proof of purchaseWe believe that we have been very accommodating in honoring the customer’s requests as we always do our best to take care of our customersAdditionally, Nordstrom makes all decisions on a case by case basis and always tries to do what is fair and reasonableIn turn, we expect that our customers will be fair and reasonable with us as well. The items included in the order in question were again presented without proof of purchase and usedAfter our teams researched further, we were unable to accommodate this returnAll of the items were mailed back to the customer via UPS utilizing the shipping address provided by the customerUPS attempted to deliver the items to that address and left a delivery notificationThe customer contacted UPS to change delivery to hold at the stationWe welcome the customer to contact UPS directly for any further direction on the location of her packageNordstrom is unfortunately, unable to accommodate this customer's request for a refund

At Nordstrom, it is never our intent to disappoint our customers. Despite our best efforts, errors do occurWe sincerely apologize for this incidentOur team has worked directly with this customer to resolve the situationWe appreciate the chance to respond to this customer and
hope we can earn back her trust should she choose to shop with us again in the future. Sincerely, Nordstrom, Inc

We apologize for this customer's experience and appreciate the chance to respond. We have thoroughly looked in to this matter and determined that the boutique this customer is referencing is owned and operated by the vendor, Louis VuittonThe salespeople are not employees of Nordstrom and
Nordstrom has no involvement with their sales or policies
We contacted the vendor and it is our understanding that the Louis Vuitton Store Manager from Seattle has spoken to the customer and re-iterated their position
We understand Ms. *** frustration; however, we are unable to assist further

Nordstrom previously responded to this customer for the same issue in complaint #*** on 11/24/2015. Nordstrom
appreciates the chance to address this customer's concernNordstrom's credit card agreement specified that Nordstrom accounts are for personal, family or household purposes
onlyDue to the
confidential nature of account dealings this customer has been sent a letter
addressing her concerns from our Customer Experience Manager, Nicole R***
Should the customer have immediate questions we encourage her to reach out
directly at ***. Sincerely, Nordstrom,
Inc

Hello,
We have researched this matter extensively and we can't locate any information about the order this customer references. We are unable to confirm that this order was placed with any Nordstrom company. We have made multiple attempts to obtain additional information about this
order from the customer so that we can research this matter further and hopefully address her concerns. We spoke directly with the customer on May 10th, and she indicated that she would get back to us with additional information. We have called her several times since May 10th but she has not returned our phone calls
Should this customer contact us with additional information that will help us locate this order we will research this matter further and attempt to address and resolve her concerns
Thank you,
Nordstrom, Inc

***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: [redacted]I am rejecting this response because: I am intelligent with an MBA; it did not say sign up for anything!  That is categorically false.  They need to issue what was online.  I took a picture and it said nothing about debit and credit.  See below that it was not for any debit or credit from Nordstrom Customer Care.
Hello Ms. [redacted],
Happy to assist you today. For signing up for Nordstrom rewards usually the incentive is received the next billing cycle. This is after the first order placed is $100 or more. You can reach out to our Credit Department at 1-800-964-1800 to see when your $20 Note will be available. Have a great week.
Sincerely,Kristina J. | Customer Care | Nordstrom.com | 888.282.6060
 
Sincerely,[redacted]

We apologize for this customer's experience and appreciate the chance to respond. We have reached out directly to work with the customer to resolve this issue. To date, we have not received a response. We apologize for any inconvenience and hope we can better serve her in the future.

Unfortunately, we have been unable to locate an account in this customer's name. Our Credit Services Team has attempted to reach out to this customer to obtain additional information so that we can resolve his issue however, as previously stated in our response, the email and phone number provided with this complaint are invalid and we have been unable to get a hold of him. Without speaking with the customer there is nothing further we are able to do. Should the customer wish to reach out we encourage him to contact Nicole R[redacted] at [redacted]. 
Sincerely, Nordstrom, Inc.

Nordstrom apologizes for this customer's experience and that the demand for this promotion exceeded our supplies. We were able to locate an additional gift and had it sent to the customer's address. Tracking [redacted] shows the item has been delivered. We again apologize that this...

customer received less than our best service and hope we can earn back their trust should they shop with us again in the future. 
Best Regards, 
Nordstrom, Inc.

Nordstrom apologizes for this customer's experience and appreciates the chance to respond and address the issues raised in her complaint.  A member of our service team has reached out to Ms. [redacted] directly to address her concerns.  We have included links explaining our process for...

both Sales Tax, and the payment process below. In the even this customer received any overdraft fee’s in relation to this incident we ask her to please fax a confirmation to Ashley J[redacted] at [redacted] with attention, and we will be sure to have these credited to her card accordingly. Sales Tax Information: http://shop.nordstrom.com/c/sales-tax?origin=leftnavOur records indicate Ms. [redacted] placed her over on 8/1/2015. At this time Ms. [redacted] card was authorized. Her particular bank shows authorizations as charges, as Nordstrom does not charge customers for their merchandise until it has shipped. Payment Process Information: http://shop.nordstrom.com/c/frequently-asked-questions#anchor-link-shipping-char...⇄ page identifying the payment process is lengthy, so we have provided a snippet of the portion pertaining to this situation quoted below: "Items that are not available to ship when an order is placed are on backorderand will ship at a later date. Please note that while your credit card will be authorized on the dateyour order is placed, you will not be charged until the item ships. Wewill provide you with an approximate ship date for your item(s) at the time youmake your selection. Please be aware that backorder dates are approximate andsubject to change. We will inform you by email if this date changes."We again apologize for this customer's experience and for any inconvenience and are grateful for the opportunity to respond to these concerns. Sincerely, Nordstrom, Inc.

We apologize for this customer's experience and appreciate the chance to respond.  Our records reflect this customer has been working with Tracie H[redacted] in our corporate offices on this matter. As Tracie has explained to Ms. [redacted], the product that the customer is alleging caused her injury is...

manufactured by our vendor, MAC/Estee Lauder. 
We contacted the vendor and it is our understanding that they have reached out to the customer and the Ms. [redacted] has not called them back. Our office contacted the customer again on August 18, 2016 to provide her with an update and attempt to assist in resolving this.
We ask that the customer contact Tracie H[redacted] directly or MAC/Estee Lauder to further discuss resolution of this situation.