Maybe if enough people say it, it can change?
By Surely this one?
I will echo what others have said regarding ways this app and shopping with NR could improve so that maybe change can happen? These things need attention:
1. How quickly items “expire” in your cart. Today, I was shopping, had several items in my cart, had to keep re-adding them while I browsed. Then, at checkout, I didn’t realize one item had expired. Only later did I happen to look at the order and saw one item wasn’t on there. Had to go back and order. How much money does NR lose because of this? Surely this happens to other people and they don’t bother to go back and re-order. And why does this expiration “feature” even exist?! I can’t think of another retailer’s site that has this. If you say that it serves to keep inventory accurate, I call bull on that, see my #3 below.
2. SLOW shipping. Come on—it’s 2020. This slow service isn’t sustainable, people have come to expect more—better, faster. And this isn’t a Covid-19 slowdown, which is understandable—I’ve been ordering from NR for 2 or 3 years now. I pay for shipping on an order that takes weeks (plural) to receive. This is an anomaly in online shopping—and not a good one.
3. Items that aren’t in stock still showing up as viable items to order. For days. Update your website/app to fix this.
Major Gift Card Issue
By Mama Mia 17
Unable to use my Nordstrom Rack gift card on the app and I tried the regular website. Called and they said gift cards beginning with 8024 are defective and they’ll need to issue me a new one. BUT that would take 24 hours. On top of that they told me since my items were going to expire to contact the gift card department and they could place my order online. So I call and they’re unable to place the order because I have a mix of Hautelook and Nordstrom Rack items in my cart. They transfer me back to the website help desk and ironic enough I spoke to the same person I originally spoke to. Keeping track this is the third phone call.
She tells me the same thing that it’ll take 24-hours to get help with my gift card. Out of desperation I chat to someone on the website chat and they tell me it’s because I need to add a debit card to my account, even though I have a Nordstrom card on my account. So I add my debit card and guess what....the freaking gift card still doesn’t work!!! I gave up and just paid even though I have $200 DEFECTIVE gift card that’s just sitting here.....ridiculous. So annoyed!!!!
Apple Pay will give you no confirmation on Shipping Address
Be warned! It’s nice they integrated Apple Pay but there was no confirmation for shipping address and order details after you press Apple Pay. You may think it will just enter the payment information - WRONG. It will proceed with the order and use the default address from Apple Pay. Oh do you now want to change the address? Well you have two options: you can spend 30 min on hold with customer care just for them to tell you there is nothing they can do and the items will be processed by the fulfillment centers and sent to the address that isn’t your correct address.... or you can spend 30 min on hold with customer care to be told to wait and call back and be on hold for 30 min again once you have a tracking number to return the order! But wait, your 3 items will be sent by 3 different distribution centers so get ready to repeat 3 times!! GREAT. Think about all the time wasted from the customer care team and the fulfillment center team just to work on an order that will be cancelled. I will be deleting this app - thank you.
Shipping was horrible
I was not home and couldn’t stay home all day for my package and left the door tag with instructions to leave with my neighbor. I received an email saying package was at a ups drop off location and I rushed there before work only to find out it wasn’t there and the store owner said he received an email stating it has been shipped to another ups location for pickup. I had to break the speed barrier to get to work that day and that was not the way I wanted to start my day. I contacted customer service and was on hold for about 28 min while they tracked my package and still had no results and had to get into work. I called customer service back and was given the address of the location of my package after again being placed on hold for 14 minutes, of my fifteen minute break. I will say the return was easy breezy but the beginning really put a BAD taste in my mouth. I should be given reward points “just because “ on this one.
App/Website Crashes A Lot
The Nordstrom Rack app and website crashes a lot. I placed an order last night and I kept getting an error prompt when I tried to check out and place my order. I attempted to place my order several times and continued to receive the error prompt and my cart would empty. I woke up this morning to two order email confirmations meaning my order was actually placed twice without my knowledge. I called customer care to cancel one of the orders but they weren’t able to as it was outside of their apparent 2 hour cancellation window. Now I have to wait to receive both orders (which are duplicates), call customer care again to receive a “courtesy return shipping label” and then ship the entire order back. Highly inconvenient for an error with their app. Don’t think I will continue to use it as I just keep running into crashes and issues that end up creating more work for me. Extremely disappointing.
No probs -- ever!
I'm flabbergasted at the bad reviews! I've never had a problem with the app. Maybe the issue was resolved since I ordered? But wait, I bought things quite a while ago for our 2 year old grandson with no problems -- at all. Have the problems arisen lately? There are times when I can't find what I'm looking for, but The Rack doesn't carry everything at all times.
I agree that extending shopping time before cart goes to "empty" is a great idea, because it is currently too abbreviated an amount of time in which to shop.
I am a Nordstrom card holder since 1989 and it's a card I wouldn't be without. Free shipping at Nordstrom and Rack too, if I'm not mistaken. Both have competitive pricing and price matching.
The Rack offers luxury brands, which do sometimes sell out before I can nab one on the app (Rack). But that's too be expected, as many people compete for items. I'm admittedly slow on these sites, and not the most tech-savvy Boomer. Maybe I'm missing something here, but the app has worked fine for me. Wonderful for sending gifts. Thank you, Nordstrom!
App has ongoing issues
Ongoing issue with items being canceled for low stock! If I am able to purchase, it should be in stock. Purchased three bras and all three were canceled. Not one or two canceled. ALL THREE! Then there is the issue of the 15 minutes after which item is removed from your cart. I don’t know about anyone else but 15 minutes is not enough time for me to shop. If I am adding items to my cart, the items should not be removed. After 15-30 mins of NO ACTIVITY, then yes, I would understand if the item is removed. Another issue I’m experiencing is that I am adding items and then go to the cart and it is totally empty. Try to add an item and get the success, item has been added but nothing is in cart. Called customer service and was told to wait two hours, tech is aware and working on it. Still waiting 48 hours later. App needs a lot of work.
I'm still waiting for a refund from a purchase I made a month and a half ago. They claimed that after an attempted delivery, they dropped it off at a pick up point - in the next town over. Seriously? No note on the door stating they missed me (which is what has always been done) and no sign they ever attempted to deliver it. The first part of the package (the most expensive part) was simply left on my doorstep. I was home and there was no knock or doorbell rung. So why not leave it there again?
This time I ordered three pairs of shoes. Two identical pairs and only one of them came with the other pair. My account shows "return requested" - I requested no such thing. Also it was once again delayed. Let's see how long it takes to get both refunds. The app itself may not be to blame-the likelihood that you'll actually receive what you order on time - isn't great. Unreliable - 1 star
Shipping too slow - benefits to card holders
More time is needed to reserve an item when trying to meet the free shipping minimum. Also, most people I talk to add items to meet the minimum with the full intention of returning them. Free shipping with no minimum or free two day shipping should be given to Nordstrom card holders. Rack is notoriously slow in shipping...I often buy off Zappos or other free one-day or two- day shipping websites bc they will price match. The slow shipping often prevents me from buying items from Rack online. It isn’t the speed of Nordstrom. Now with the Rack membership I don’t see many benefits to holding a Nordstrom card since everyone gets them.
Not satisfied at all
I’ve spent a lot of money here and I’m really disappointed and frustrated. My last three orders have had serious issues. Five out of seven items in one of them just didn’t arrive, one pair of pants I needed for work was not as pictured (a different BRAND of pants, even I thought I was getting work pants, I received cropped cargo pants with an odd asymmetrical zipper) app said there was stock on a pair of boots when there was not. I just looked at my order and the cancellation is now pending. You shouldn’t be able to purchase items that don’t exist, and now I still have that pending charge on my debit card. Have yet to see my refund. It doesn’t seem to matter if you spend extra on shipping at all.
Customer service was nice and did what they could, the problem seems to be much deeper. I was a very loyal customer and I regret recommending Nordstrom rack to others.