Katy - Vegan Suede Tote Bag

I received a commercial invoice through the mail in my own name (not Nordstrom's name) for a customs duty fee for $86.43 -- more than half the cost of this bag. It was mailed to me after the bag was ordered. The bag was shipped from Canada. Note that if you spend thousands at Nordstrom buying things, you will be treating kindly, however, if there is a real issue, no one seems to know how to handle it properly. I originally called the customer service number, to which they referred me to an email, explained the situation and sent photos of the bill. Never heard back. It was such an unusual situation I decided to go in store and it should have been escalated to a manager at that point. I was ordered to stand in line at customer service. Once I got to a customer service person, she called what I believe was the same customer service number I called originally! I could hear her get shuffled around to different people she was speaking to as she had to explain the situation over and over again on the phone. After 40+ minutes of this, I asked to have someone IN PERSON come and see the bill and look at it. A manager came down and said they will email the vendor and get back to me. Huh? Not sure why the issue with their own vendor mistake is now my mistake and I need to wait and see what the vendor says. I bought the bag from Nordstrom, shouldn't Nordstrom handle this? I pressed and said I wanted it taken care of today. She left and after standing so long, I made myself comfortable next to a set of luggage on a glass table to wait. It took so long and I was so frustrated I was near tears. She finally came down and the bill was paid for. I spent three hours of an afternoon taking care of this mess. I did like the bag but ultimately returned it because of how poorly I was treated and how long it took to handle this bill mistakenly sent to me. There was no sympathy or words of understanding. No "I'm so sorry this happened, this is such an unusual thing. We are working to correct this as best we can." Just blank stares and head nodding. Nordstrom is great at customer service when it comes to buying, "Let me get you a different size." "Oh, let me get you a dressing room." However, when there is a real problem, no one has a clue as to what to do. This should have been escalated from the start when I took precious time out of my day to come down to take care of this in person. Great customer service should be defined by how well a person is taken care of when there is a problem, just not when they are buying something. Beyond disappointed. Nordstrom should reconsider how they work with these outside vendors if they are unable to provide proper support to their customers if there is an issue.