For the very first time, I had a bad experience at Nordstrom. It was so disappointing, it makes me apprehensive to shop at Nordstrom again in the future, and I'm a VERY regular customer.
I know how much you pride yourself on customer service. And I will tell you that it is the number one reason I shop there. The Bare Escentials counter knows my name, keeps my information, tells me about events... the fragrance department has always gone the extra mile to help me find the perfect new scent for the season, and the womens department upstairs will run errands for me while in the dressing room to help me find that perfect fit.
Up until now, the shoe department has been my favorite, as it is for most customers. I know you make the shoe department your centerpiece in each store, and it was always what I appreciated most about your store.
From the moment I pick up my first shoe to try on, someone speaks to me. Often it’s a sales person, other times it is the head of the floor immediately radioing for someone to assist me. Most visits, I’m picking up many of your amazing shoes, and I have a sales person there to assist my every need.
Friday evening, on April 20th, I was in your Alderwood location at around 6pm. My goal, a couple new pairs of shoes. I fully realize a busy evening, and this was indeed a fairly busy evening in your store. I can certainly understand it taking a few minutes for someone to help me. In fact, I like seeing each person get the individual service while I continue to take my time browsing the shoe floor and finding pairs I would like to try on.
I had about 4 shoes in hand, but the second I picked up the Via Spiga a saleswoman made a bee line for me. I can even understand that. Via Spiga is certainly a heftier commission. And I loved the shoe.
I am also a 25 year old professional, and certainly look the part, so it’s fairly obvious that when I’m picking up shoes, I will buy.
We sat down with a stack of 6 shoe boxes, and tried on the Via Spiga first. She unpacked the box, helped me into the shoe, and watched patiently as I walked around the floor testing it out. While the shoe was gorgeous, it fit badly on my heel and I had no interest in buying that shoe.
And the second I moved on from the Via Spiga saying it was not comfortable on my foot, the Saleswoman lost interest in me.
In fact, she disappeared, leaving me to open the other boxes and try on the shoes for myself. Typically the shoes are readied for the customer, packaging taken out of the inside of the shoe, etc.
I’m not a princess, I don’t need the shoes slipped onto my foot. But I do expect from Nordstrom the sales person to be there even if it’s not a $300 Via Spiga shoe to assist me if I need the shoe in a different size or color.
I had six pairs of shoes, out of the six I really liked two of them but needed them in a different size. And another separate two were fantastic, and I was ready to buy them.
I waited around for awhile for her to return after I had tried on all these shoes alone to get an exchange on sizes and have her walk me up to the counter for my purchases.
I finally packed up my purse and grabbed my jacket and started to walk away when she came running over asking “How did those work for you?”
I replied saying that none of them were really me, and she made no response to that and simply walked away.
I was stunned walking out of the store. I don’t believe at all your standards have changed, but I think it’s possible that some of your employees are so stuck on the commission element that it’s actually lowering your standard.
I’m sorry to that saleswoman that I did not like how the Via Spiga shoe fit. Maybe she should have paid more attention to the Taryn Rose shoes I wore into Nordstrom to see that I was a serious buyer.
However, even if I wasn’t, she still should have maintained the Nordstrom image of Customer Service First.
Had she spent more than a few minutes with me I could have gotten her name. But I’m not trying to hurt anyone’s job here. I’m simply letting you know that as a regular customer, and a young woman obsessed with shoes (what girl isn’t?) – if I wanted to be waiting around and doing everything myself, I could shop and get similar shoes at Macys. But I choose you.
I’m rarely one to complain, however I thought you would want to know.
Thank you so much for your time,Shoe Gal
1) This was one bad experience with ONE shoe saleswoman. Nordstrom remains my favorite place for shoe shopping in the NW. They have the largest selection of shoes online anywhere, and their service is usually the best you'll ever get.
2) Monday while at Nordstrom, I talked to my eyebrow gal along with the girl who works the Bare Escentials Counter, both who know me as a regular shopper, and mentioned this story - they both knew exactly what girl I was talking about, in fact one told me that sales girl had sent a customer in tears to her.
3) The dig against Macy's is simply that their shoe department does not have the same quality of service. Macy's always has great shoes, and if you don't care about a person putting the shoes on your feet and preparing each pair for you, it's a great place to shop.
4) I'm not usually this big of a bitch, or a princess. It's simply important to Nordstrom that they know some people they have working there may not fit their image.