I am a platinum member at Nordstrom and was recently canceled by NordstromRack from purchasing anything online.

I was under the impression the point of shopping online to try things on at home see if they fit and return what doesn't fit or what you don't like? Why would it matter to them if I am returning items on my time using my gas?

A great suggestion would be to post better reviews and details on their items my returns would be significantly less.
My sister got married and I had several weddings over the past 5 years. Lots of dresses purchased and returned. Lots of celebrations and events mean new dresses and outfits.
Losing weight? Yep, I did that too, (because of an illness), and if they would look they'd see the sizing changed and I was trying to figure it out along the way. In the privacy of my own home where I wouldn't have to try on clothing in their rooms. Which to note, at least in my experience are barely covering and have had people walk in on me and could peer through the rooms. Highly suggest you do this in your stores. This is one reason I purchase everything in the store, go home and return items.

They calculated my returns over the past 10 years! If they were paying return fees I would understand them canceling my account but they're not. They're not executing correctly. I ordered a few thousand just to see if it would work and it did. I'll of course return as I will continue to even more now!

Andrew and Amy, you've really lost touch with customers.

The letter: We recently reached out to let you know that the rate of returns on your online shopping account is unusually high, and that we are no longer able to accept this volume of returns.

In reviewing your account, we see that your rate of returns has not been lowered. As a result, we have made the decision to end our relationship with you and anyone associated with your account. We will no longer be able to accommodate your online transactions at nordstromrack.com and HauteLook.

If you have any questions, or would like more information regarding this decision, please contact our Account Review team at *******@Hautelook.com, or call *******616.

Sincerely,

Andrew BreenDirector, Customer Care
Nordstrom Rack | HauteLook

CC: Amy Sommerseth, VP, Store Service and Experience

After the first note I called and explained to them all of this. The lady was really nice and said she would note that and it shouldn't be an issue. I waited about 90 days and purchased items over the holidays. Well, c'mon most of these items were gifts so I would imagine returns do increase during this time. Low and behold a month after my holiday shopping, I received the above letter. Cutting costs, I understand, I'm the CMO of a company and am involved in board meetings with these conversations. One item I love about my company is that we look at individuals on a case by case basis. If a customer called to explain what happened and had valid reasons for their behaviors, I would make an exception.
In conclusion this is more of a review for the executives to see and less for consumers. Warning to consumers is don't shop online if there is a small possibility you won't like the item!
It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently. Warren Buffett

I have been shopping Hautelook and Nordstrom Rack (. Coms) for a few months now, and so far not any problems.
I like to browse Hautelook almost everyday to see what`s newly listed, and what I may have missed.
I am beauty and style (classic) conscious, as well as a Bargain Shopper - not exactly a label hound, but if I can get a name brand, and good if not great quality at a great price, of course I am on board.
I will set a price first what I am willing to spend on certain, and not buy if anything over that - and I still find plenty on these 2 sites - handbags, cosmetics, shoes, home décor.
I have been hitting these sites first while browsing/shopping before any other sites, and use the sites to compare prices / savings on items.
I do notice that some items are either taken from Nordstrom Rack and listed on Hautelook, and sometimes on Nordstrom Rack and Hautelook at the same time -usually at the same price, or if it`s on Hautelook only, the prices may be lower.
The items and products the have come have been as described, new, no defects.
There is a "waiting" period for items and products to ship on Hautelook -
The reason is the supplier first ships to Hautelook, and then Hautelook ships to customer.
I am guessing the supplier is most times Nordstorm / Nordstrom Rack.
The shipping time does not bother me too much, if I want something sooner, I`ll order elsewhere. Shipping can be even sooner than estimated.
What I do not care for is trying to keep my orders and shipping straight -
I have apps through USPS, UPS, and FedX, but what happens is that Hautelook ships as soon as they receive your items. HL sends to customer one item at a time in most of my cases.
So, I have received a whole box with one item, even one containing one lipstick, or a pair of shoes, etc...
Seems if it`s a small item, like a lipstick, it could be sent in a packing envelope, a small package.
It`s sent mainly USPS, and I`d rather have packing envelopes in my mail box, than individual items sent quite a few times over weeks in boxes placed inside of my porch. My husband thinks I am on a binge with boxes on porch so frequently lol.
I took away a star for the many boxes with tiny items - not the shipping times.
All in all, I have found great deals, and have recommended to label hounds, and to cosmetic fiends who love their name brand make-up.
I, so far, have not had any mistakes, or non delivery as some reviewers had.

Great products at great discounts and prices.

Altough my order was cancelled, HauteLook is working diligently to fulfill my order. Thank you.

I've been shopping on Hautelook for about a year. I got many good deals throughout and the delivery times and customer service was fine. Here or there I had a couple of issues regarding the shipping fee.
For example I would order an item below $100 and be charged the shipping fee. Couple of days later I'd place a larger amount order qualifying me for a free shipping. I started noticing that Hautelook often sent these orders in one package, which made me realize that I shouldn't be paying for the shipping fee and I confronted them about it. At 95% my complaint was heard and they reimbursed me. It's about the principle. Once I came across a unforthcoming agent who just couldnt see my point, but I just wouldnt let it go and I was reimbursed again, but she also told me not to count on this in future.
Well in October, I guess my "luck" run out. I've ordered some cooking dishes (for Thanksgiving) and the delivery was supposed to be shipped within 2-3 weeks from order date. They already had another event take place with the same items (some of the deals go in circles, till the inventory is sold out, I guess) and my order wasn't shipped. I had to cancel in the middle of December, as I got tired waiting and contacting their customer service.
Their customer service is either excellent or very bad. Many times I'd be waiting for their chat service for about 30-50 minutes, be in position nr. 1 and the service would disconnect and I am adviced to contact them by email or phone. It would take 2 cycles like these to be admitted for a chat. I usually then call them and put myself on a call back service. This always works, but be prepared to wait about an hour.
My very last experience that made me finally stop shopping there was a great deal on a designer handbag. I was between the first ones to purchase this item (I looked at some details and an hour later the last bag was still on hold). I recieved a shipping email about a different order, but looking at the order page a saw that the handbag was also part of this parcel being shipped. I was very happy and looking forward this purse. I even changed my UPS delivery to pick up in person at UPS location of choice. After ordering the box in the car there was no purse, the dress I ordered wasnt packed in protecting foil (as usually they are). The shipping box was way too small to even include a handbag, but guess what, the item was included on the invoice slipped in the box! I contacted Hautelook straightaway and the agent told me (after waiting on the phone for 25min) that the purse is no longer available. I have insisted to have the purse shipped to me, so finally she placed a re-ship request with their warehouse and promised to contact me about the outcome in about a week. I took many pictures and even sent a complaint email. A week later I still recieved no follow up. The next day I went on the chat, only to be 2x thrown out being at #1 spot, waiting for 2 h total, I gave it another go and I got through. Long story short, I got Hautelook to refund me the bag (as the agent suggested to follow up with her colleague and letting me know), because I had no intention waiting any longer for what I suspected was a caseless hope to recieve this item.

I would recommend this site 50/50, if you're lucky to grab a great deal and it gets delivered rejoice;-), but after my experiences I'm going to stay away as there is a good chance, that you'll be parted with your money for weeks or month(s) and at the end you'll never recieve the items due to overbooking. I was one of the lucky ones that refund was never an issue.

I made the mistake of ordering a Divani Casa Rixton Sofa Bed from Hautelook. When it did finally arrive ( after 3 weeks) I had to go pick it up because UPS would allow me to unload it off their truck (?!) when they showed up sometime within a 4 HOUR window. They told me I had to unload a UPS truck? UPS offered to leave it in my apartment hallway for $215! Thanks: /
So that is how my purchase started but it got worse when I finally got the sofa unboxed what I saw for my $1500 I spent was a complete joke of a sofa. I mean the construction looked like maybe a $300 couch at best.And it is so uncomfortable to sit on its almost unusable. I called Hautelook and talked to a few people that seemed genuinely concerned and helpful but they kept saying they would have someone from customer service contact me. THIS NEVER HAPPENS!

I did some digging and found out who sent my this POS sofa. They are VIG FURNITURE in Los Angeles CA. So I called there and was told they didn't know who Hautelook was and Hautelook received my money so I should talk to them! So basically I feel I am just dealing with a huge den of thieves at this point. I am out my $1500 because I trusted Hautelook and the pictures they posted showing this sofa. I had ordered clothes from Hautlook before and that was OK but this purchase is a royal scamjob.
So to sum this rant up:
1) HAUTELOOK DOES NOT CLEARLY STATE HOW HORRIBLE AND EXPENSIVE SHIPPING WILL BE ON LARGE FURNITURE ITEMS ON THEIR WEBSITE
2) HAUTELOOK DOES NOT DEAL WITH ANY REFUNDS REGARDING SUBSTANDARD CONSTRUCTION FURNITURE EVEN THOUGH THEY WILL INITIALLY GIVE A RESPONSE THAT THEY WILL
3) HAUTELOOK REPRESENTS MANUFACTURERS AND DISTRIBUTORS THAT CONDUCT THEMSELVES IN WAYS THAT LEAVE THE CONSUMER WITH PRODUCTS THAT DO NOT MATCH WHAT HAUTELOOK ADVERTISED THE PRODUCT TO BE. AND SOMETIMES FOR MUCH MORE MONEY THAN THE PRODUCT IS WORTH.

SO I am done with this company. I did see Nordstroms is struggling financially so its nice to think they will get whats coming to them.

WARNING! Do not shop at HauteLook! I've ordered three things from this site, and experienced issues with all three items.

First, we ordered 2 pairs of shoes for my son. The first pair arrived within a few weeks, and they have a really (really) bad smell (formaldehyde perhaps?) -- we considered returning them, but they were only $20 and over a period of time the smell has lessened so now you can only smell it when you are up close. The other pair of shoes ordered for my son were in a pending status for 2 weeks, and then they notified us that they could not fulfill the order since they did not have the inventory. We have not yet received the credit and I am following up on this. Meanwhile, my husband ordered a pair of Rockport loafers in a size 10.5W.

After waiting for 3 weeks for the shoes, they arrived and he tried them on -- way too tight. The box was labeled as a 10.5W, but the shoes were actually a 10M... we called HauteLook and the person we spoke with checked the inventory -- oops, sorry we don't have that size any more. She told us that have a choice of returning it via UPS or taking it to a nearby Nordstrom Rack -- and gave us the address of the Livingston NJ store, which is about 4 miles from us.

Only after I expressed my surprise at the lack of quality assurance in the warehouse, and annoyance at having to deal with this return, and my comment that the least they could do was give us some sort of compensation -- did she then offer a $10 credit (which I will never use because I don't intend to shop at this site ever again). When we told my sister this story, she told us the Livingston Nordstrom Rack store isn't even open yet -- we checked further and it's not even opening until October 8th -- the next closest Nordstrom Rack is in Paramus, a 45 minute ride from our home. So now we need to call back their customer service department and find out how to send it back via UPS. All very annoying and inconvenient - and we'll also have to follow up on the refund for these shoes, as well as the pair that was not fulfilled for my son.

Unfortunately, I did not investigate this company before we ordered, because I trusted the Nordstrom name.

I am a regular customer of Nordstrom and shop at their stores and online all the time -- I cannot believe that a store chain of this quality associates itself with a site like HauteLook, and risks their outstanding reputation this way.

Worst experience with online shopping ever!

LMy FAVE by far! No CS issues what-so-ever. Shipping slightly slow, but what I wanted to tell you about were the prices and things I have purchased. Let me start out that I am not trying to get $10 by having you go thru "MY" link. I am sure it is against the rules anyway, but even my friends I tell, I TELL them about the $10 thing, but do not set it up, so there is NO WAY they can make money for me. There is another site that is part pyramid scheme (everyone's review on the site begins with, "best web site I ever bought from. Click through this link to sigh up" - there are pages and pages and pages of the same crap without anyone saying anything negative, EVER! CRAP ALERT! Now, do NOT sign up for this account if you are just trying to go to all of your friends to join so you can get $10, please! NOTE: they MUST make a purchase before you will ever get the coupon on the site. Your friends will think that you only told them about the site for the $10, because it is clearly posted. A couple of close friends of mine, I gave the OPTION of signing up that way, but I also tell them how to sign up regularly (ok, by a couple of friends, I mean one... lol.
What IS off-putting about the site to me at first is that you MUST join before you can see one single price, see how the site works, know if there is any fee to sign up, or anything else. You can read the TOS, but it is so long, you get to the end and wonder if you have to pay to be a member. You brain shut off 20 minutes into reading the TOS from beginning to end. Go ahead and sign up. DO NOT sign up thru anyone's Facebook page (the will write about the site like one usually does when you love a site, but they will either give you a link to sign up thru, OR, right after the blurb (attached to it, actually), there will be a blue square with a capital white 'H" in the square, and then the website link to click on. Below that, Hautelook will talk about themselves for a paragraph. When I put this on my FB page, it did this for me automatically (I deleted it, too dumb o f a reason to lose friends over, methinks. I gave my best friend my signin so she could look a couple od times without signing up, then changed my password. N0o clue if she joined. Here are some of the things I have bought ( and EVERYTIME, I search the web for a better price, PLUS I go the the vendor's home page to see if the retail they list is correct. Only found close prices on another similar site once or twice, but Hautelook was Cheapest. So, mu favorite things; $23 for REAL mink eyelashes. The eyelashes, are made from LIVE mink, just like real hair eyelashes. They ARE sterilized. BYW, I Live out in the country, and have a mink that has followed the mice into the house through a path we cannot find (we live in the country, field mice are a part of life. House built in 1941, nothing we can do, tried to have house sealed, but contractor says because of stucco house (IN MN), the mice can climb the outside walls, Impossible to close up every hole! 3 springs ago, the ermine (what a mink is called in the warmer seasons, when they have light hair again & look like a ferret) must have been too fat to go out the way he came in & scared the crap out of us. Was not vicious, just wanted out. First time we saw him in the living area, and we realized that the reason why we caught and saw NO mice that entire year ( we usually catch about 10, but hear more. Figured out when he left this year because the mice started eating the poison & we found a bunch of dead ones in the unfinished basement... lol. May gross you city dwellers out, but much better than the HUGE RAT & roach issues they have in some New York row houses, where the renters can plug the hole time after time, but they get through no matter what & are big enough to kill small pets (the rats, not the bugs). We ARE bug free. Lashes retail for over $50, I paid $23, most realistic lashes I have ever had, comments EVERYWHERE! Luminess Air sells, but the prices are more than on the site!. Good quality jewelry, my favorite brand Olivia Welles. Beauty products up the wazoo! RF (Radio Frequency) cosmetic devices, High end brands of cosmetics, baby/kids stuff as well as men's and home (from art to furniture to appliances to bedding!). You won't be sorry one bit for joining, however, I am addicted, each sale lasts several days, then new products come through. New popular brands sell out some items FAST, FYI, but the calendar tells what is starting and when.

First off I think you will find some pretty good deals and sometimes one of a kind items here but the problems that come up after ordering very much outweigh these.

To get to the gist of it, 2 out of about 6-7 orders I placed from them contained 2 very special items to me as I fell in love with them (a very attractive-looking jacket for my husband and a $995 brand name shoulder bag I got here for $298).

Three weeks after ordering the jacket, I received the package in the mail but instead of the jacket, in the box was a boring looking sweater instead. Total disappointment and pissed since I've been excited the whole time to give the jacket to my hubby as a gift for Christmas. Anyway I forgave them for this, must have been an unintentional error in the warehouse. And I got my money back.

The following month I thought I got lucky and grabbed the only Valentino bag they had available for sale. I searched online and couldn't find any other stores selling it or anything close to it. Must be from past season, but the unique design was just my style and fell in love with it, plus the price was unbelievable so I went ahead and bought it.

As soon as I clicked on the "submit order" I had become worrisome that my experience with the jacket could happen to this order. Yep, sure enough an entirely different bag was inside the package when it came. The packing bag that came with it and the invoice had all the correct info about MY bag but it was NOT MY bag that was sent!

I just knew my gut feeling was right, that there's a rat (or rats) in the warehouse who are doing the packing and that they're playing the bait and switch on my orders! How can this be an unintentional error when it's happened to me twice within less than 2 months time, and on the nicest/expensive items and not on the other not as special/cheaper items I ordered?

**HINT HINT to Hautelook management** Since there doesn't seem to be any accountabillity with the employees at the warehouse, may I suggest that you start one? How about for every order being packed, that a card be enclosed with the packer's name on it, like some other e-tailers do (such as Macy's for example if I'm not mistaken) - so that when something like this happens, when I call in to complain, I can mention the name on the card, and things can go from there. If they find there are similar complaints with the same employee, well then he/she gets the boot, and hopefully this way they clean out these rascals so things like these won't happen again to customers like me again.

But I told them through email and by phone, that they have lost me as a customer and will not be coming back. If they don't clean up their act, I won't be the only one they will lose. Sayonara Hautelook, I won't be looking back.