Complaint / review text:
I recently opened a Nordstrom credit card online, when applying I entered my parent's address which is on my ID, even though I have been staying at my Grandmother's house while we work on getting her into a nursing home (dementia). I was worried if the address I entered didn't match the one on my ID they would think I was not who I claimed to be.
So I applied for the card, immediately was approved, and placed an order which I received in a timely matter. The only problem was the jeans, I spent $160 - were a way darker wash than advertised. I called Nordstrom customer service to advise them I wanted to change my billing address and have my card sent to my Grandmother's. They told me even though the card had not been sent, they could not verify that address (whatever that means) and could not send the card there. I said, "Fine, I'll have my mom grab it and give it to me."
A few weeks later I received my card. I was on Nordstrom's website and found a pair of Joe's Jeans I had been looking everywhere for. They had one pair left in my size. I placed the order, it seemed to go through fine... Until I got an email a few days later informing me that my card needs to be verified and to call customer service.
I called customer service and the gentleman told me my order was canceled and I had to go to a Nordstrom store (the nearest store is 40 mins away) and show a customer service rep my photo ID along with a utility bill of the address I said I was currently living. I advised him I did not care to have my mail sent there, I just figured I'd ask out of convenience. He said it was too late. I called back later to ask them to hold my order until I'd be able to get the store, which they said they could not, and I was informed the man I spoke to was wrong. I have to send a copy of my ID and utility bill to Colorado to have my address verified and my card turned on, which takes up to two weeks. And they can only hold my order for 24 hours. I was frustrated with the rep and her rude tone, so I hung up and called back later... AGAIN.
The third person I spoke to was nice and said I could go to a Nordstrom store or Nordstrom Rack and show my ID and utility bill to get my card turned on. I drove 45 mins to the store in Center City, PHL... Drove around for 20 mins looking for parking, and spent another half an hr in the store getting my card verified. The rep told me all is well and to call and have my order processed again. I called when I left the store and the woman told me she sees I was just at Nordstrom however I still had to send my info in to get verified. I explained that as much as that was an inconvenience, I would be OK with it if they could hold my order. I explained that all this happened because I asked to change my billing address. I asked if I could just keep the same address that is on my ID and forgo all this BS. She said it was too late (same as the other rep, I thought it was worth a shot). I was told they cannot hold my order for more than one day.
I do not have $167 to spend in one shot on a pair of jeans. The only way I'll allow myself to spend that is if I can put them on a card and pay it off over a few months. I've been looking for these jeans for a year... All this over me wanting my bills sent to a new address. They said it's a security measure. I said what kind of thief wants the bill to be delivered to them? And I placed an order when I initially opened the card so what is the problem? I will be calling tomorrow to cancel my card. Thanks Nordstrom. All in all they probably did me a favor. I'll probably find the same pair of jeans at TJ Maxx or Marshall's in a few months for a third of the price. I've been shopping at Nordstrom's for years... No more. They aren't getting another dollar from me.