Yesterday, MNB took note of a Bloomberg report that Nordstrom is taking a new approach to returns at its Nordstrom Local stores in New York City - it will accept returns of products bought online from other retailers. According to the story, the two new Local stores in Manhattan “will accept merchandise returns from rivals like Macy’s Inc. and Kohl’s Corp. in the new small-format locations, regardless of whether Nordstrom carries the same item. Returns can be a pain point for both the customer and retailer, and shoppers want a convenient way to drop off unwanted items, said Jamie Nordstrom, president of Nordstrom stores.”

I commented:

There always have been stories out there about how a Nordstrom employee took back tires being returned by an upset customer - even though Nordstrom never sold tires. The story may have been metaphorical, but it always made the point about how customer-focused Nordstrom was. And is.

This certainly is one way to make an impact in Manhattan neighborhoods where people may be a little skeptical about this Seattle interloper. Smart move.


One MNB reader, however, was unmoved:

The “tire story” hangs in the backroom of many Nordstrom stores.

I’ve had a recent experience with them where one of their store associates gave a 3rd party company my private purchase information.  This violates their so-called “privacy policy”, as its laid out for all to read.

I got in touch with their corporate privacy leader, who listened to my story, listened to the v/mails I had from the 3rd party that initiated the call to the store.  Then, the privacy leader called me back (less than 10 days ago) to tell me that because the person who gave the information out in the specific store was not identified by name, they weren’t going to follow it up.  They wanted the person who left me the voicemail, who said directly they called the store, to layout the name, time and date of the call – before Nordstrom would act on it.
 
I’m no longer a fan of Nordstrom, to be clear.  It does make me wonder if these privacy policies of all companies are worth the paper written on.