Russell Derby (Men)

I’ve shopped at Nordstrom for over 25 years. I’ve enjoyed their blend of super-helpful & knowledgeable sales associates and next-level merchandise. Unfortunately, this encounter was easily the worst ever. I ordered the shoes online, and picked them up in store. The sales associate suggested I check out the shoes before I left with them. Excellent advice. We pulled the shoe box out of the shipping envelope. To our mutual horror, the box was beat up, ripped, and held closed by a rubber band. We opened the box, and found 2 shoes thrown inside, obviously worn, w/ sku stickers slapped on the side of the shank and heal. The laces were crazy, and there wasn’t any tissue paper inside or around the shoe. Extremely disappointing for any shoes, let alone a pair costing $200. The associate apologized profusely. I told her it wasn’t her fault Nordstrom decided to sell used shoes as new. However, they weren’t going to sell them to me. The associate apologized again, and ushered me to another associate who immediately proceeded my return. The other associate also apologized. Nordstrom’s level of customer service remains high. Unfortunately, selling obviously used merchandise compromises associate’s efforts to provide a best-in-class experience. Overall Rating: Associates = 9 / Merch = -3