I hadn't planned to write this rant. Nordstrom set me off. The last time I was in the store, my friends in the beauty department started telling me about the Anniversary pre-sale and how I could come in on July 5 and buy new treasures. Yes, they know I write a beauty blog.Today, I called my favorite counter manager to make an appointment to come in. Quickly in our conversation, he told me I had to have a Nordstrom credit card to be eligible to "pre-order." I don't. Years ago I learned a lesson with credit cards. Keep the number to a minimum. I try to use my AmEx card for everything. I get one bill; it's convenient; and I can keep track of my purchases online in one fell swoop (really good for a gal who tends to spend too much). Besides that, AmEx has amazingly good customer service and fraud protection. Nordstrom doesn't. Take my word for it; I could tell you a story that is on record with the police department.
Apparently, last year, Nordstrom's credit card holders who had been asleep at the switch complained. They came in on the first official day of the Anniversary Sale, and all the great offers were sold out (they sold out in pre-sale). They complained. So, Nordstrom, in its infinite wisdom, decided that they would reward them this year. Only cardholders would be eligible to purchase during pre-sale.
The rest of us who might spend more than their average cardholder in a year? Out of luck. So sorry. One ding-a-ling who worked there suggested to me that I should open a credit card, just for this event. No thanks! I've chosen a better way to manage my affairs.
I received a loud and clear message from Nordstrom. They don't care about my business. They have no way to distinguish between those who spend and those who happen to hold Nordstrom's credit cards. It's sad, but it's OK. Most of what they sell can be procured elsewhere. The good news is that I won't be stretching to pay my bills this month!
If I can't purchase on July 5 with their cardholders, I won't purchase at all. It's a matter of principle. To their credit, when I tweeted my dismay, Nordtrom replied quickly that I didn't have to use their card, just have one. Huh? I replied, and the response I got was, " We apologize. Please let us know if there is anything that we can do to help."
I would never ask a store to change its policies for me (that would be crass, and few deserve special treatment), so it appears there's nothing they can do to help. I hope that someone at Nordstrom carefully considered the potential consequences of the new policy. If not, they need a good (better?) customer relationship management consultant.
What do you think? Has Nordstrom lost its luster? The store used to be known for customer service. Am I just whining?
Photo courtesy of thinktravel.asia