<p>That’s too bad Sabaray. My story is not that recent so it’s completely possible customer service is not what it once was.</p>
<p>I think the nordstrom story may have been true in the past. I remember when my D was a little girl, I purchased a Rothchild coat at L & T. When I got home, I realized that they had left the sensor on. I called the store and they did send someone to my house to remove it. There was a time when Nordstrom, Neimans, Saks, etc. would allow you to return their stuff no matter how long it had been since you purchased it (especially if you held on to the receipt).</p>
<p>My D’s friend purchased a pair of Ugg boots from Nordtroms wrecked them just a little but she still had the receipt. She complained about the fit of the boots and was able to exchange them for a new pair.</p>
<p>I used to be one of Nordstrom’s biggest fans. The majority of my online shopping was done there and I loved going to the store (a 2.5 hour drive for us, btw) because of the great service we received. What was so disappointing was that I received poor service in the span of two weeks from two stores and the website. To their credit, I did receive an apology from one of the store’s general managers, so they knew they had made some colossal screwups. </p>
<p>Kate Spade- never shopping there. They bombarded me with coupons, finally offering me 25% off a pair of shoes that I had in my cart but had not yet ordered. I took advantage of that offer. The shoes continued to be shown as available all week on their website. And then- my order was cancelled as the “shoes were not available”. What? Website still showed they were available and they continued to be shown as available for several more days. Happily, was able to secure the shoes at Saks for D (of course, no 25% coupon) but they shipped the next day and she had them the following. Even nicer- quick shipping came at no charge. </p>
<p>So count me in as a fan of Saks- for now.</p>
<p>More advice to people who rule the world and run a business:</p>
<p>(1) It is much, MUCH more cost-efficient to keep a current customer, than to go out and get a new one. Translation: if somebody has purchased from you, do whatever is necessary to keep them purchasing from you.</p>
<p>(2) Once you have a very happy customer, it is unlikely that said customer will price-shop when looking to purchase an additional item. Simple and inexpensive example, if I need a gallon of milk, I patronize the place that greets me by name, lets me slide if I’m a dime short, and once called me on the phone when I accidentally left my cell phone there, over the place that sells milk fifty cents cheaper but grunts at me, and shrugs shoulders when I ask if they have that organic cereal that I asked about the week before. The first place also knows that sooner or later, I’ll buy more than milk from them.</p>
<p>I would simply never shop at L&T again.</p>
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<p>This is one of the great things about small business or neigborhood store where you know everyone and the big conglomerate that now wants you self checkout, but the sales associates cop an attitude if the pricing is incorrect.</p>
<p>I think chain stores can, and do, have excellent customer service if the management let’s each employee know that that is what is expected. Lenscrafters, Costco, Coldwater Creek, Trader Joe’s are examples of stores that I enjoy going to because the customer service is always good.</p>
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<p>Excellent companies don’t have situations like this.</p>
<p>Nordstrom has always been good to me. Last November my daughter was in Indy for a band competition and it was freezing to her southern bones. She was dying for some long johns and needed them thin and warm to fit under her uniform. The kids were on a tight schedule and were not able to leave on a whim. I called Nordstrom, and the sales lady located some silk long johns, charged my credit card, and took them to my daughters hotel. (about six blocks away). It worked perfectly.</p>
<p>I think it would be an unusual retailer that didn’t have it’s share of unhappy customers from time to time. If the experience of a customer serves as a training opportunity for staff, that’s great. The retailer just needs to realize that the customer may not be back to receive the benefit of staff education. There are plenty of people doing the right things for their customers- whether it’s a special request or just the ordinary course of business.</p>
<p>It seems unbelievable that L&T would have computer problems for so many days running. That is one inept operation, aside from all the other screw-ups. What’s their parent company? I would make sure not to ever invest there.</p>
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<p>Yeah, and then they act as if the incorrect pricing is your fault!!!</p>