Amanda K.

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 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 purchased an Apple TV from iTech deals. I was so exicted, received the package (over 14 days from when I placed the order), and the system kept turning off. I tried it on other televisions and had the same results. I emailed iTech deals, they replied 2 days later and 2 days after that sent me a label to return the item. I tracked the return and they didn't send the refund back for close to 30 days! I ended up working with my credit card company to receive my refund. I don't care what the deals are, I'd rather work with a company that responds quickly when there is a broken item I purchased and refunds me my item when they receive the return, not 3 weeks after they receive the return.