customer service issue vs. dh

hmonkey

i bought a scarf at nordstrom in august.  it was an insane deal, $25 for cashmere.  i wore it once before it snagged and started to unravel.  i went to the store, and customer service said they would take care of it for me.

on sunday, we went to nordstrom to pick up the scarf.  the customer service agent came out and told me the repair was $30.  i said "whaaa -- " before dh cut me off and said, "no.  that is unacceptable.  we didn't pay that much for the actual scarf and there was no indication that we would have to pay for the repair."

the agent went to her manager and they waived the charge.

i was absolutely flabbergasted -- had i known i would be charged, i would have re-considered having it fixed there.  i feel bad; i think people should be paid for a service, but i would have liked a head's up about the charge.

i rate this experience a solid meh.

mrsconn23

That's shady that they didn't say that there would or could be a charge.   

And IMO if you wear/use something once (correctly and all that) and it breaks/is ruined from normal use,  there should be no charge for repair or replacement. 

I could see there being a charge if the scarf was 5 years old, but after one time use?  Come on now.

6fsn

Nordstrom was wrong in this entire exchange.  When you took the scarf in they shoud have refunded your money or told you there would be a charge.  Don't feel bad.

loveshine1

This sounds unlike Nordstrom, considering they're known for their excellent return policy.

I would have just said forget it, and demanded a refund for the cost of the scarf.