Post by mrsbaine on May 15, 2014 16:02:30 GMT
So typically Nordstrom will bend over backwards to match pricing EACH AND EVERY TIME I contact them. With the Beauty.com sale, I figured I'd order from them because frankly, their shipping is better and right now, I prefer their samples. I was literally BLOWN AWAY when they told me they wouldn't match the price because the promotion was not on the public site. Below is the transcript of the chat conversation. They are really forcing my hand. If Macy's were to do this, I wouldn't care, but I expect so much more from Nordstrom because they blatantly say they will MATCH ALL PRICES. When the chat ended, I was immediately prompted to do a survey where I ripped them a new one. I left my email and a little message in hopes they try to make this right. We'll see.
Side note- it's a good thing I don't need much because literally I'm pissed with Sephora and now Nordstrom which was my strong backup. Good Grief!
Thank you for your question! You will be connected to a Customer Service Specialist shortly.
Barbara B has seen your question and will be with you shortly.
Barbara B: Hello, Faith!
Faith Baine: Hello!
Barbara B: It would be great if we can match! Please allow me to have a Beauty Stylist help you today, Faith. Just a moment, please.
Barbara B has left the session.
Please wait while we transfer you to the appropriate department. Thank you.
You have been connected to a Beauty Stylist. Robert W has seen your question and will be with you shortly.
Faith Baine: ok
Robert W: Hello Faith, I would love to help!
Faith Baine: Thank you very much!
Robert W: You are a very savvy shopper looking for a best prices online!~
Faith Baine: I try.
Faith Baine: I prefer Nordstrom because your shipping is faster.
Robert W: It is true! Let me take a look into that promotion for you, which items did you want to get?
Faith Baine: do you want the link for the promotion?
Faith Baine: www.beauty.com/our-friends-and-family-event/qxc####26?aid=####06&aparam=14wk37bbFFHERC&om_u=Asrp7G&om_i=_BTccZ1B86BcCwD
Robert W: I am currently browsing their web site and seeing if I can find it.
Faith Baine: they sent it through an e-mail- I just forwarded the e-mail link to you. Hopefully you will see it.
Faith Baine: When you click on it, there is a woman against a blue background and it says 20% off Friends and Family sale.
Faith Baine: There is also a link to it off the Temptalia website- www.temptalia.com.
Robert W: It doesn't seem that is a public promotion though Faith, at this time because it isn't posted on their site for everyone to see I am not able to match that.
Faith Baine: But it is a public promotion.
Faith Baine: It's in the link I sent you.
Faith Baine: It's a Friends and Family Sale- so they send it out via e-mail.
Robert W: It is not posted on their web site, it seems that you have found the link through another website or e-mail.
Faith Baine: They sent me the e-mail directly as I've shopped with them before.
Faith Baine: Similiar to when Nordstrom sends me e-mails about the exclusive sales you have.
Robert W: It does need to be posted on their site for us to match that promotion. I am sorry but these are limits that our vendors have asked us to follow.
Faith Baine: That is disappointing. I've actually done this before.
Faith Baine: with Nordstrom.
Robert W: If they post it on their web site we are certainly able to match it, though it has to be a public promotion and not a private invite.
Faith Baine: I'm really not used to you guys actually saying "I'm sorry" in situations like this. Your customer service has always been top notch.
Faith Baine: I guess I'm confused about it as I've provided you with the link to the promotion which clearly is their site.
Robert W: Correct, the link works though it isn't a public promotion. If it was and it was posted on their site I would love to match it for you but it is currently a private promotion and not open to the public. If you didn't get the e-mail you would not be able to take part in the sale as it is not on their site.
Faith Baine: Is that the reason Nordstrom will not match the price?
Robert W: Yes, it is because it is not a public promotion. Everyone needs to be able to take advantage of the promo. If it is not public then it isn't fair to all our customers.
Faith Baine: So, there are links to this promotion on other sites- so the public, if they are savy, as you mentioned I am, can also take part.
Faith Baine: I did this last year, and typically every quarter when companies do their Friends and Family event.
Robert W: I know you are though it has to be posted on their site for everyone to see.
Faith Baine: I didn't expect to get pushback from Nordstrom.
Faith Baine: This is quite odd to me.
Robert W: If you just go to Beauty.com it is not on their site, I am sorry.
Faith Baine: Is there a supervisor you can talk to about this?
Faith Baine: Nordstrom is currently my #1 beauty store because of your customer service and flexibility.... And I'm not used to this level of pushback from your company.
Faith Baine: Can an exception be made since I did provide you with the information that proves there is in fact a sale?
Robert W: I am sorry my supervisor will have the same restriction that I will. I just want to make sure that we are fair and consistent with all our customers.
Faith Baine: have you asked your supervisor to confirm that?
Faith Baine: I'm really don't want to stop shopping at Nordstrom due to a bad interaction
Robert W: I just did actually just to make sure, she told me that if they post it on their page in the next day or so we can match it though if it is not posted we are not able to.
Faith Baine: Wow. this is quite shocking.
Faith Baine: So Nordstrom is willing to take this stance with a customer who does upwards of $2k in beauty products alone with it's company?
Faith Baine: a year.
Robert W: I am sorry! This is the direction that our department has decided to take with in the last few months. If the promo posts on their site we can certainly match it for you.
Faith Baine: Do you want to show this to your supervisor?
Faith Baine: I am really shocked by this response?
Faith Baine: I spend quite a bit of money at Nordstrom because of your excellent customer service and I even promote Nordstrom on my blog and to my friends and colleagues.
Faith Baine: And while I think you may think this is 1 person, 1 time, I assure you, it's not.
Robert W: I am sorry as we were speaking I was able to not only reach out to my manager but hers as well. We want to make sure we are giving our customers the best prices though for matching we have to match public promotions, not private events. I am sorry.
Faith Baine: OK, I'll ensure to post that response on my blog. I'm truly disappointed in this.
Robert W: If they post it on their site we can certainly get you those awesome prices.
Faith Baine: That's not the way they do this sale apparently;
Robert W: I hope you can understand these limits as they are to be fair and consistent with all our customers.
Faith Baine: and it's not the way Nordstrom has handled this in the past.
Faith Baine: so I'm truly disappointed, and I've never had to say that about Nordstrom before.
Faith Baine: This is literally shocking to me.
Robert W: I know that a few times a year they actually have the promo posted on their site.
Faith Baine: So there is no way you can accommodate me.
Faith Baine: they do- I'm interested in this time.
Robert W: I have actually taken advantage of it myself!
Robert W: I am sorry, to be fair and consistent with all our customers I am not able to make a one time exception to this.
Faith Baine: OK, you've forced my hand. You guys lost what I consider a very good customer. It's unfortunate
Robert W: If you choose to shop else were to get a better deal I totally understand. Ultimately we want you to be happy with the products and the prices that you pay. I would hate to see you shop at any other retailer but if it is your choice and it will leave you the happiest then we support your decision.