Q Last month I purchased a Lorena Canals rug online from Nordstrom. The box arrived, but it was the wrong rug. The one they sent had a lot more fringe and none of the design of the rug I had picked out. I called Nordstrom and set up a return, and it was shipped back within 10 hours of receiving it. I never took it out or used it at all. Nordstrom says I returned a worn rug and is refusing to refund the item. I asked for details, but Nordstrom did not send me anything. This is unacceptable and very upsetting. I did not use the rug at all. The rug I saw didn’t look worn. It’s preposterous that Nordstrom would try to keep the rug and my money. It seems like such a scam. I would not expect this kind of thing from Nordstrom. I hope this is not a sign of the times and a way for retailers to make more money. Can you help me get my money back?
— Lori Ashbaugh, Fort Collins, Colo.
A Nordstrom should have been able to send you photos of the allegedly worn-out rug, and it should have also made arrangements to send you the correct rug. But keeping the rug and your money — not on my watch! Nordstrom has a stellar reputation for customer service, so I’m as surprised as you are that this is happening to you.
Avoid a Nordstrom return problem?
When it comes to returning items, especially big-ticket ones like rugs, things can get tricky. Your experience with Nordstrom illustrates just how important it is to safeguard yourself during the return process, and how things can quickly spiral into a frustrating mess. Here’s what to do:
Always take photos
It may seem like overkill, but snapping photos of the item as soon as it arrives, especially before you even unbox it, is so important. Keep the tags visible, and capture any shipping labels or packing slips. If a retailer claims the item is used or damaged, these photos provide irrefutable proof that you returned it in the same condition you received it.
Document your the return process
When you’re getting ready to ship something back, always request a tracking number and save all your return shipping receipts. You should also keep a copy of the return label for your records. If you’re working with customer service, keep a log of all communications — dates, names, and details of conversations. It’s tedious, but it can make all the difference if things go south.
Escalate if you have to
Customer service reps are often the first line of defense, but they don’t always have the power to resolve complex issues. If your return is rejected or mishandled, don’t hesitate to escalate your case to a supervisor or manager. Many companies, especially those with a solid reputation like Nordstrom, have teams dedicated to resolving more complicated disputes. If that still doesn’t work, consider using social media to get their attention (nicely, of course).
Dispute the charge
If a retailer keeps your item and your money and you can’t reach a resolution, contacting your credit card company is another way to protect yourself. File a credit card dispute and explain your side of the story. While credit card companies may take some time to investigate, they usually have a strong interest in resolving these issues to your satisfaction.
Note: You have legal rights, and it’s helpful to know them as a consumer. Retailers can’t just claim an item is “worn” without evidence. The law favors transparency and fairness, so don’t be afraid to push back — especially when you know you’ve done nothing wrong.
How to fix your Nordstrom return problem
If I had to guess, I would say Nordstrom confused your return package with someone else’s. I might have also appealed your case to a higher level of Nordstrom customer service managers.
If a company believes you’ve returned a used item or the wrong item, it needs to send the item back to you. There’s a word for what you say Nordstrom did: theft. It can’t keep your money and the rug, no matter how worn it claims it was.
After you reached out to my advocacy team, I contacted Nordstrom on your behalf. You also filed a complaint with the BBB and a police report, and you disputed the charges on your credit card.
Nordstrom did not answer me, so I asked again. Your bank denied your dispute. Then you reached out to the executive contacts at Nordstrom and finally, the company agreed to issue a full refund. I’ve also lowered Nordstrom’s customer responsiveness scores as a result of this case.
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