Nordstrom's Return Policy: Dispelling the Myths

When considering a purchase from Nordstrom, many consumers wonder about the retailer's return policy. The myth that Nordstrom accepts returns on any item, regardless of its origin, has circulated widely. But is there any truth to this claim?

Does Nordstrom Accept Returns on Items Not Sold by Them?

Yes, Nordstrom is well-known for its generous return policy. Historically, they have been flexible with returns, even for items that weren't purchased from their store. However, it is important to note that this policy can vary by location and specific circumstances. Nordstrom's primary goal is to provide excellent customer service, which is why they permit such flexible return policies. Still, it is wise to check with your local Nordstrom store for their specific return guidelines as these can change or be applied differently.

Debunking the Myth: The Tire Return Story

The confusion arises from a famous "war story" circulated in the retail industry, particularly in articles about Nordstrom. This story revolves around a customer returning a set of tires. The myth suggests that Nordstrom accepted the tires, defying all logic and their usual policies. While this story has been widely shared, it is based on a true event that occurred at a Nordstrom location in Alaska, where they happened to sell tires.

The actual incident involved a customer trying to return tires to a Northern California Nordstrom. As they did not sell tires, the store associate initially refused the return. However, due to an internal policy that granted associates a limited amount of discretion, the associate decided to approve the return. This decision led to the myth's widespread dissemination as the store's decision to take pity on the customer became a legend in the retail industry.

Nordstrom's Flexibility and Employee Empowerment

The key takeaway from this story is that Nordstrom trusts its associates to make judicious decisions that benefit both the customer and the company. When faced with a situation where a customer is in need, associates are empowered to make the best choice, especially when it adheres to the company's values and objectives. This flexibility is not a common practice in many retail establishments, where policies are rigid and associates must follow strict guidelines.

The success of Nordstrom's approach can be attributed to their focus on customer satisfaction and their delegation of authority to their employees. This approach also serves as a lesson for other retailers, as the retail industry faces challenges such as the so-called 'Retail Apocalypse.' Amazon's success is often cited as an example of what happens when retailers fail to empower their employees to act in the best interests of both the employees and the customers.

The Reality and Advice

While Nordstrom is known for its flexibility and customer-friendly return policies, it's important to note that this does not mean returns are accepted on all items under all circumstances. For the most accurate and up-to-date information, contacting your local Nordstrom store directly is always recommended. Policies and practices can change over time, and it's essential to stay informed.

In conclusion, while the idea of Nordstrom accepting returns on any item has been a popular myth, it is rooted in a true story of flexibility and customer service. However, it is crucial to verify the retailer's current policies, as they can vary based on location and specific circumstances.