Nordstrom’s vs. Macy’s

Granted, Macy’ can be cheaper, but their customer service is just horrible.  Yesterday while returning a couple of items purchased online, I had two experiences that will cause me to pause the next time I have a choice of Macy’s vs. Nordies.

1. In the bedding department, while the woman behind the counter begrudgingly exchanged my mis-purchased item for the correct one, she commented “I never buy things online, because in my experience, all people do is return it.”  Thanks a lot lady.  Do you have any idea how much I have spent ONLINE at Macy’s and didn’t make a return?

2.  In the shoe department, where granted they are on commission, so not only am I an inconvenience, but a possible lost sale, it was even worse. When the salesman found out I had a return, he processed my request without making eye contact ONCE.  And said nothing as he handed me my processed receipt.  I sheepishly walked away feeling like I had done something wrong.  What a good sales person would have done, was asked what was wrong with the shoes, and helped me to find a better option.  And I probably would have bought. Shame on you Macy’s!  You lost a potential sale, and worse, my good will.

Conversely, at Nordie’s the same shopping day, the girl behind the makeup counter helped me even though it was “appointment day only”, and went so far as to not only pick colors for me, but showed me how to apply them!  I walked away spending more than I intended and much more loyalty for a return trip.

Feb 24, 2010 – update on this. I actually ended up returning shoes at Nordstrom’s a couple of weeks ago. The sales person addressed me immediately, asked if I had a return, when I mentioned the shoes were too narrow she apologized and asked if she could help me find a replacement.  EXACTLY as I said Macy’ should have!  It is amazing how two very similar retail companies, but run so differently, can produce such polar opposite results.

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