Excellent customer service from Nordstrom and BR

I had a few frustrating experiences this week, all followed by fantastic customer service! I wanted to pass on the cheer.

Two packages were stolen from my steps this week: shoes from Nordstrom (UPS) and two pullovers from Banana Republic (FedEx smartpost, so delivered by USPS). 

Rather than trying to deal with UPS at all, I just called Nordstrom and explained, and they instantly gave me a refund! It's not even their fault in the least, but I imagine this occasional expense is factored into their business plans. Sadly, the shoes are sold out in my size, so I won't get them... but at least I have the money back.

Buoyed by that, I thought I'd try Banana Republic as well. Same experience! They quickly placed a replacement order. I asked them to send it to my work address this time.

And then, I noticed that an Everlane return still hadn't been processed after a month. I emailed them to ask if I'd see my money soon. They, too, gave me a refund right away (before having the package in hand) - and they even gave me a gift credit to replace the one I'd used to pay for part of that order, even though the original credit was a one-time thank you gift from them, not something I could keep in my account. And, they told me when their next open studio day is, so I can go try things on in person and avoid the cycle of buying and returning by mail. (They're a few blocks from me.)

Such a pleasant resolution to three stressful events!

I'm working out new methods of getting shipments so nothing can be stolen - I'll either use a mailbox at the local UPS Store or ship to work (slightly frowned upon).

Any other great customer experiences recently?

This post is also published in the youlookfab forum. You can read and reply to it in either place. All replies will appear in both places.


  • Style Fan replied 9 years ago

    I love your stories.  I shopped at Nordstroms for the first time a couple of weeks ago.  I am a Canadian in Florida for 2 months.  I was extremely excited to finally go into a B & M Nordstroms.  I was looking for a pair of Birkies in a bronze colour.  They did not carry that colour.  :(  I then spied the ones I wanted (well one sandal) as part of a display in the clothing department.  It was my size!  I asked the SA if they sold that pair because they were not in the shoe department.  SA went to great trouble to find the other sandal for me and I got my bronze Birkies!!!!  Yeah.

    I was very impressed with the SAs at Nordies.  Plan to go back soon.

  • Suz replied 9 years ago

    Wow, what a great story! (Well, except for the thefts.) Fabulous to hear!

  • crutcher replied 9 years ago

    You were just treated as usual with Nordies...I am daily impressed with the kindness and concern of the staff there...I really have never had an unpleasant experience there...So, I reward them with my business...going to their online store first to try and find what I need...I just posted a bit on being nice...It just takes so little effort to treat people as you want to be treated and Nordstrom is a master pro at that...

  • replied 9 years ago

    It's good to hear that Nordstrom treated you right. I'm convinced that the successful stores are the ones who excel at customer service. Amazon has been great about several packages that were supposedly delivered to me but that I didn't get, as well as one package that arrived broken. Stores that treat me well get my repeat business. Those that don't end up losing my business. Life is too short to deal with companies that fail to provide excellent customer service.

  • Style Fan replied 9 years ago

    I agree with being treated well.  I was also treated very well in Montreal at the Sarah Pacini Boutique.  I went in and tried on 2 sweaters.  Left to join  my DH and dog.  DH didn't come in with me because of dog and I wanted his opinion.  He has a very good eye and these were very expensive sweaters.  I went back and walked to the front of store with them on and he stood outside while I modelled.  He vetoed both.  The SA suggested he come in with dog.  In they came and someone entertained Sophie while he helped us with sweater selection.  I bought a sweater I love but I never would have picked out for myself.  I definitely will go back there as well.

  • greycat6 replied 9 years ago

    Great customer service is always makes me smile!  Makes repeat business a given for me.

    FYI - UPS has a service that allows you to redirect or delay a package delivery.  Once you have signed up for the service, you receive an email the day before a package is to be delivered. If you want the package delivered the next day you do nothing.  If you that doesn't work for you there are two choices.  The package can either be delivered to a local UPS store where it will be held for you free of charge until you can pick it up using photo ID or the package can be delivered to your address at a later time for a $5 charge.   

    I used the service this week and it worked like a charm.  The redirecting process is simple and took me less than a minute on my phone.  I came home and picked up my packages at the local UPS store.  Very grateful to not have to worry about packages left on the stoop while we were out of town.  Well worth it to avoid the stolen package nightmare.

  • Marilyn replied 9 years ago

    That's wonderful.  Excellent customer service is what keeps us coming back.
    Our new Nordstrom (Canada) is opening in two weeks.....Can't wait! 

  • MTBGirl replied 9 years ago

    Yes that is wonderful. I can't wait to finally shop at a Nordstrom. We don't have any close to me and I'm thinking I need to make the trip!

  • Kristin L replied 9 years ago

    That's terrible about your things getting stolen, but yay for great customer service!

  • Sveta replied 9 years ago

    I am glad you had your issues resolved so easily.

    I just got a great treatment from both BR and Gap.
    For Gap: 
    I have ordered a pair of jeans, liked them, cut the tags off and wore them to work . However during the day I discovered that they have a defect: one of the seams is coming apart. It is on the lower leg and not too noticeable but was enough to drive me crazy. I called Gap today and they are sending me a replacement pair for free and just ask me to mail this defective pair back to them and no tags is not a problem. This made me very happy!
    For BR:
    I have ordered a pair of drapey black track pants for a great discount ( 65% off). At that time the same pants in navy were available only in petite sizes.
    Today I saw that navy is available in the regular size but even on sale it is twice as much as what I payed for black. I called them and they are sending me a pair in navy for the same price I payed for black - more than 50% off what they are currently listed for on the website. Another happy dance!

  • annagybe replied 9 years ago

    I always get packages sent to my local UPS store. It costs $5 a box, but so worth it. Also it makes me carefully consider all online purchases to see if they're truly worth it.

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