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Punish Loyal Customers because of scammers. Invest in your methods of keeping track of purchases i.e. getting rid of UII Invest in training employees to build relationships to decrease returns and holding managers and to sells people accountable who don't deliver. Invest in loyal passionate employees versus college students who have been trained that once they earn a degree the sky is the limit and minimal work growth is necessary to succeed. And a passionate employee can be a college student or someone with experience. Service leads volume as Stephany Pierce would always say!!!! Defining what service is not letting a customer get a free merchandise or returning something with no proof no service is a standard where the elite feel elite (anyone has this access) because they are value regarded and respected as a customer who appreciate what nordstrom has to offer. This new method isn't bad, but lately how its been delivered makes it look really bad!!!! Ie when a customer is purchasing introduce the nordstrom card and say we have a policy where we return on the card you use this makes it easier for you to track ur purchases and the return policy so much more convenient. Make it about the customer and not as if they may have been a scammer!!!!