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I am a former employee and a current customer for 10+ years. When I was first hired at Nordstrom, my orientation class was told a story about a man who returned a tire to the newly built Nordstrom location because that location was previously a tire shop - Point is the &quot;take every thing back&quot; policy that Nordstrom adopted is a thing of the past. <br /> <br /> When I was an employee, I had a customer who would regularly purchase &quot;Lelli Kelly&quot; brand shoes for his daughter. These shoes were sparkly and expensive, about $80 depending on the size/style. This customer would exchange the old shoes, clearly worn and dirty for new ones and because I sold him the shoe I would take the hit since sales associates work on commission. <br /> <br /> As a customer and a card holder, my transactions should be put in my &quot;personal book&quot; which is a detailed log of all my transactions for up to five years. When I need to return an item for any reason, any sales associate should be able to pull up any transaction by using my first and last name and my phone number. If the sales associate at the initial point of sale correctly logs the transaction in the customer's personal book, &quot;the interrogation process&quot; would be a lot smoother.