This week I learned that customer service is most certainly alive and well at Nordstrom.
Thank you for all of your condolences over my shoe debacle of this past weekend. As it turns out, there will be no funeral for my dearly departed shoe after all. In fact, I should be receiving a brand-new replacement later this week. I would have never presumed to ask for a replacement pair, but this is how it went down.
I started by calling the Stuart Weitzman store. I knew my mom bought the shoes at Nordstrom, but I assumed the Stuart Weitzman store would have a tighter connection with the company and may be able to replace the leather on the heel with the identical color. So I called and explained my situation. They said that they do send shoes out for repair, but only if they were purchased at their store. So I thanked them kindly and disconnected and called Nordstrom.
Once again I politely explained my situation in all honesty, taking responsibility for the current state of my shoe. I only asked if they had the facility to repair the shoe or a way to send it back to the company for repair. They weren’t quite sure if they could do that but promised to call me back within the morning. I figured I would have to do some homework and find a good shoe repair store, and I was fine with that. It was undeniably a case of user error, after all.
Within the hour I received a phone call from the manager of Salon Shoes at Nordstrom. He kindly explained that they had no way to repair the shoes but would be happy to exchange them for a new pair if I could bring them in.
Well color me impressed.
At first I felt guilty about accepting a new pair when I was 100% responsible for their mangled state, but I decided that I had been entirely truthful about the situation and it was an offer I couldn’t refuse. I figure that is partly why we pay such inflated prices; I’ll just consider it insurance of sorts. And I’ve certainly paid into the system. So I hopped in the car, thankful I still had the box and the packaging, and took the shoes to my new friend in Salon Shoes. He took one look at them and stated that they wouldn’t have been able to be fixed. After searching the database and finding a pair in my size at a New Jersey store, he arranged to have them delivered to my doorstop within two days. All I paid was $10 for 2-day shipping to be sure I have them for my overnight excursion to the Park Hyatt this weekend. He went so far as to give me his business card and a gift card and explained that if anything happened and by some fluke the shoes weren’t available, the full credit would be applied to the gift card. I thanked him kindly and promised to have my husband get out at the Wawa for donuts next time and went along my merry way.
And that, as they say, is that.
So big shout-out to the customer service at Nordstrom King of Prussia! You have a customer for life. I mean, you already HAD a customer for life, but now I’m an even more devoted consumer. *As my husband quietly terminates my credit card.*
So what did you learn this week?!
CLICK HERE for the complete carnival rules. Here is the Cliffs Notes version:
1. Any time this week, publish your What I Learned This Week post on your blog and link to this post. The button is optional. Please only link in if you wrote a What I Learned This Week Post.
2. Link up with the Mr. Linky form down below. Please put the link to your POST, not the front page of your blog. More on that here.
3. Then visit the other participants and see what they learned this week. And comment, comment, comment! Spread the love! 
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Wow. Talk about customer satisfaction. If only other stores would follow suit the consumer world would be a much happier place.
That is awesome that they gave you a new pair! I have found that often if you ask politely customer service often bends over backwards to make you happy!
As if I needed another reason to love Nordstrom. They really are the best. Yay for brand new shoes!
good news rocks! I love unexpected happy news. Especially about shoes!
Nordstrom is such a great store and has an awesome return policy. I love that place. I always know I’m going to get great customer service when I go there.
That is so good to hear! You usually only hear the bad stuff about service from places. It’s good to hear someone is on the ball still. A free pair of shoes! You can’t beat that.
Hugs.
Kim
I thought those beautiful shoes were a goner. Nice that they are replacing them for you!!!! Come on over and see my kitchen. 95% done.
How wonderful! I love when good customer service happens. Nordstroms is known for it, but to have it happen first hand is wonderful!
This is why blogs are so fantastic. Now I’M a devoted Nordstrom customer for life too, all because of your great story. Congrats!!
I LOVE LOVE LOVE a good story. Especially one dealing with shoes!!! Congrats on your new shoes!
Wow. Just wow. I never would have expected such amazing, above-and-beyond customer service in this day and age. Lovely! If I had a Nordstroms in my city I would for sure shop there after your story.
Wow! That is just amazing!
That is SO awesome! I’m happy for you.
I posted about what I’ve learned about paint (wall painting) this week/month.
I would have cried if your ruby red pumps had to be buried – after only 4 months! I never expected this outcome. Let’s hear it for Nordstrom! That Random Act of Kindness will return to them in good will far more than their cost for the new pair of shoes! Very smart Marketing! All businesses should learn from this.
Oh I’d have worn them still. But probably only with pants.
I have a black dress for this Fri nite that I’m hoping to wear with them. Hope the new ones don’t suffer a similar fate on the streets of Philadelphia. I must tread CAREFULLY. Or dine in the hotel.
I had been so disappointed for your shoe fiasco because they were so special. It’s wonderful that they were so accommodating to your predicament. Now that’s service!
Great customer service, and all the better because the shoes were so lovely
Now you can follow that yellow brick road, or that yellow line in the cement!
so happy you found it easy to get the job done
Nordstrom’s has always rocked this and it amazes me. I don’t how they do it. Love that you got new shoes!
I had something similar happen years ago, but it was with a pair of tennis shoes that I’d had for about 2 years! I just wanted to see if they were able to re-sole them, but they gave me a whole new pair. Nordstroms rocks!
Can’t find Mr. Linky. Must have swine flu.
Good job on getting your shoes replaced!
Here’s my post: http://www.genesismoments.com/awritersjourney/2009/05/what-i-learned-this-week-what-students-think-of-blogging.html
I can’t find Mr. Linky either. It dropped off my blog carnival, too, and the Mr. Linky website seems to have disappeared. Eek!
That’s great news. Nordstrom knows how to take care of their customers. The piano man is a plus too!
That is great! It definitely makes a compelling argument for paying a little (or a lot) more for some things.
This restores my faith in retailers everywhere!
Okay, since I still don’t see Mr. Linky, here’s my submission for the week: http://weightwhat.blogspot.com/2009/05/tell-me-again-why-coveting-is-wrong.html
I think that some companies are realizing that customer service may be a key element to surviving the current economic recession. I recently had a WONDERFUL experience with Hasbro customer service for a Play-Doh set that was missing a part. It makes me want to choose Play-Doh when I’m looking for that kind of toy/present.
Knowing that Nordstrom took care of you will make you and everyone else you tell feel more comfortable about parting with their hard earned money at their store. Good for them!!!
Here is my link!
http://livinginagirlsworld.wordpress.com/2009/05/05/its-the-little-things/
What I learned this week:
http://elislids.blogspot.com/2009/05/hot-friends.html
Naughty Mr Linky – is he in time out?
Here is my link
http://www.janmary.com/2009/05/lessons-learnedsplashbacks-sun-and.html
Nordstroms has the best customer service. That is great that you’re getting a new pair of red shoes. I guess lesson learned, it never hurts to ask, right?
Dumb Mr. Linky!
JanMary told me that I apparently linked up to the wrong post anyway. I’ll have to fix it when it comes back up.
Here’s what I learned
about painting (rooms)
They did the same exact thing with a bottle of Hermes perfume that I dropped and broke the atomizer part of the bottle. I had already used half of the bottle! Replaced. No questions.
When I asked why they simply said, “Well, you can’t use the rest of this bottle and we want you to be able to wear the perfume you bought. We want you to be happy.”
Happy Indeed!
I always buy my perfume there. As a matter of fact, I might do a Chic Critique post about that department sometime. Hands Down, Nordstrom has the best perfume department I have ever shopped.
Jo Lynne- Your story does not surprise me a bit. I used to work at Nordstrom, and it was actually the KOP one that you speak of. The company was founded on customer service and in training they would tell the story of someone, years ago, coming over to return a tire (of course they have never sold them) and they refunded his money. They also do not have much of a budget for advertising because their amazing customer service and stories like these spread the good word about the company far better than any sort of advertising ever could.
Happy Shopping!
Fantastic story about your shoes. Read yesterday’s post and felt so sympathetic because I have killed a fair number of heels that way. I’m a born and raised Seattle girl. I will not buy shoes anywhere but Nordstrom (started as a little girl). They have fabulous customer service and high quality products. And, really, their prices are not any higher than other stores (especially during the Anniversary and Half-Yearly Sales). ENJOY your new shiny red Stuart shoes! Dance in them!!
http://thotsofamom.blogspot.com/2009/05/what-i-learned-this-week.html
That Mr. Linky, is such a great tool. Can’t wait until he’s back.
All I have to say is WOW!!! Wish we had Nordstrom out here – I’d definitely start shopping there!
I’ve always heard Nordstrom has the best customer service, no questions asked–and this confirms it. They’re my favorite department store, for sure.
Oh, I just noticed that Mr. Linky is down. Here is my carnival post: http://hairlinefracture.blogspot.com/2009/05/what-i-learned-this-week-9.html
http://hillcrestcottagelife.blogspot.com/2009/05/time-turned-backward.html
Where is Mr. Linky?
Wow…now that’s the customer service you would expect from a fine store like that!!!!
It fits under the category of “It never hurts to ask”.
Way to go!
Well,that figures, the week I finally decide to play along, Mr. Linky doesn’t cooperate. (Sigh.)
Glad you figured out the shoe thing. Those are some cuuuute shoes!
Here is my link: http://fullheartandhands.blogspot.com/2009/05/fat-chance.html
Here’s my What I Learned This Week link: http://thehouseofsprout.blogspot.com/2009/04/what-i-learned-this-week_29.html
My mother always taught us that if you address someone kindly but firmly, you’d be amazed at what goes your way! Enjoy the “new” shoes!
SO GLAD!!! Those shoes were way too cute to live without.
Here’s my link!
http://life-artist-48.blogspot.com/2009/05/what-ive-learned.html
Love those shoes!! (I understand completely about the ‘pumps’ thing!)
AND how great is it that Nordstrom’s really cares about a customer!!!
So happy for you…now click your heels (carefully) and you will be at the PARK in great style!
Be blessed,
Susan
Whew! I do believe all the links are added. Now it’s time to go a-visitin’.
Nordstrom is one of the big things I miss about living near a city!! When I was very pregnant with my eldest, I had to go to a major formal function which meant shopping for a dress. Not only did Nordstrom deliver everything to my house when I simply ran out of energy to shop anymore – I was HUGE – they brought over additional sizes so I could find something comfortable to wear … and then sent the happy little van over to pick everything that I didn’t want up from the house. Now, that is my kind of customer service!!
Oooopsss! Didn’t realize Mr.Linky is under the weather!
Here’s my post:
http://jensmeresjoys.blogspot.com/2009/05/what-i-learned-this-week.html
Lauri, WOW. That is above and beyond. Incredible!
I love Nordstrom. I wish there was one closer. The nearest one is an hour away. I love everything that I have ever bought from Nordsrom
Customer service…it’s a lost art. I am a customer for life at any place that treats me *that* well. Good for Nordstroms.
i seriously love Nordstrom. And Nordstrom Rack too.
In fact, I drive to a city 2.5 hours away from me about every 6 months just to shop there. I like it that much.
Thanks for fixing my link
I have after shots of the bathroom I mentioned in that post now.
Cool! On my way to check it out!
COngrats on the new shoes and fab customer service!
I’m impressed! I love it when customer service goes beyond what the minimum that you expect!
Gotta love new shoes and good service!