I wrote the following letter to Nordstrom Rack/HauteLook Customer Service. I have not received a reply of any kind. To add injury to an already strained relationship, from what I would have thought is a very find company, astounds me. As others have mentioned in their postings, I am shocked not only that they don't bend rules for very good customers, but the tone and attitude when I called and spoke to a male supervisor in Customer Service was almost comical it was so derogatory.
It was addressed to Andrew Breen, Director, Customer Care, Los Angeles, CA:
I like to share with you an experience that I've had with your organization that truly perplexes me.
I've been a good customer of HauteLook, Nordstrom Rack and Nordstrom for many years. I'm sure you can see that in my account transactions. I can't even begin to estimate what I've spent on your product offerings over the years and the referrals I've given to others when they compliment me on my apparel.
In February 2019, I purchased a handbag as a gift for someone (see reference information above) and I have not yet given it to my friend as her birthday celebration has been delayed more than once. Life happens, no?
Needless to say, the purchase is beyond the 45 return window. I called Customer Service for a return window extension as I plan to present the gift to my friend this weekend. I spoke with a representative and her supervisor who both refused to grant me any additional leeway.
The supervisor spoke to me like I was a naughty child, asking for a courtesy when in the past I've also requested the same courtesy. Is that really such a horrible act on my part to make these occasional requests over many years of a mutually beneficial relationship? I did ask how many times this has been granted to me, and he told me that it has been twice. Two times, really?? The supervisor made it sound as if I was a horrible person that hasn't learned her lesson---that lesson being I've been given two courtesies and I'm asking for another one. The audacity! He also told me how there are notes in my file attesting to this, added in his parental, superior tone. I believe his objective was to emphatically inform me that I wouldn't be able to get away with this due to that documentation in my file. It was almost comical.
I would very much appreciate your help. I do believe that there shouldn't be any question in providing me with another courtesy, and I would then be able to give my friend her gift, knowing that she could return it for store credit if she did not like or need this particular item.
I applaud you on having such dedicated staff, but I do believe they should be better versed when dealing with good customers, customers who give their organization a lot of money, loyally and consistently over so many years.
Thank you for your attention to this matter, and I look forward to a positive resolution to this situation.