Personal stylist didn’t show up for appointment?
Wanted to hear other people’s opinions on this because I was really taken aback today.
For starters, I worked at Nordstrom for years in the women’s shoe department at a high volume store, left in 2017, and I was trained on how to provide great customer service. I really enjoyed my time there!
Earlier this week I booked an appointment at the Houston location with a personal stylist for my fiancé’s birthday. He has been trying to update his wardrobe and I thought this could be a fun experience for him. I put together a Pinterest page, wrote up a little blurb about what he was looking for, and got him a gift card to shop with. Got the confirmation email. It was my first time booking a personal stylist and I was really looking forward to it!
Fast forward to today, we hadn’t received any follow up emails from the stylist but I figured we’d just show up and figure it out. Well, we get there, and I ask for the stylist by name, and we are told he isn’t at work today. A very nice sales person starts helping my fiance, and I went to try to speak with customer service.
The customer service employee was not very helpful. After I explained that the stylist we had an appointment with was not at the store, even though we had received a confirmation email, he said, verbatim, “Yeah that all sounds really frustrating. I’m so sorry.” And just kind of stood there… so I asked to speak with the manager of the men’s department and he couldn’t tell me what their name was. So I went downstairs and started asking around. Well, the men’s manager was not there, but the men’s suit manager was. So I went and explained the whole situation again, and I got the same response. “That’s so frustrating, I’m so sorry…” at that point I just gave up and went to meet up with my fiance.
We ended up walking out with a few items, and the sales associate was very helpful, but he didn’t spend much time looking at the Pinterest page I made. He ended up pulling quite a few items that were much more business casual than what my fiance was looking for. I’m glad we ended up finding some pieces that worked, but if I wanted a regular old shopping experience, I would have just gone to Macy’s.
I guess my question is am I asking for too much? I feel like if this had happened at the store where I worked, they would have at least put us with a new stylist that would give us a more personalized experience. It wasn’t very busy at the store, and even though I know it’s a holiday, I would have appreciated a re-booking or something, even if it had to be on a different date. Maybe things have changed in the past few years, not sure. At the end of the day it’s not a huge deal, just a bit frustrating.