I am a platinum member at Nordstrom and was recently canceled by NordstromRack from purchasing anything online.

I was under the impression the point of shopping online to try things on at home see if they fit and return what doesn't fit or what you don't like? Why would it matter to them if I am returning items on my time using my gas?

A great suggestion would be to post better reviews and details on their items my returns would be significantly less.
My sister got married and I had several weddings over the past 5 years. Lots of dresses purchased and returned. Lots of celebrations and events mean new dresses and outfits.
Losing weight? Yep, I did that too, (because of an illness), and if they would look they'd see the sizing changed and I was trying to figure it out along the way. In the privacy of my own home where I wouldn't have to try on clothing in their rooms. Which to note, at least in my experience are barely covering and have had people walk in on me and could peer through the rooms. Highly suggest you do this in your stores. This is one reason I purchase everything in the store, go home and return items.

They calculated my returns over the past 10 years! If they were paying return fees I would understand them canceling my account but they're not. They're not executing correctly. I ordered a few thousand just to see if it would work and it did. I'll of course return as I will continue to even more now!

Andrew and Amy, you've really lost touch with customers.

The letter: We recently reached out to let you know that the rate of returns on your online shopping account is unusually high, and that we are no longer able to accept this volume of returns.

In reviewing your account, we see that your rate of returns has not been lowered. As a result, we have made the decision to end our relationship with you and anyone associated with your account. We will no longer be able to accommodate your online transactions at nordstromrack.com and HauteLook.

If you have any questions, or would like more information regarding this decision, please contact our Account Review team at *******@Hautelook.com, or call *******616.

Sincerely,

Andrew BreenDirector, Customer Care
Nordstrom Rack | HauteLook

CC: Amy Sommerseth, VP, Store Service and Experience

After the first note I called and explained to them all of this. The lady was really nice and said she would note that and it shouldn't be an issue. I waited about 90 days and purchased items over the holidays. Well, c'mon most of these items were gifts so I would imagine returns do increase during this time. Low and behold a month after my holiday shopping, I received the above letter. Cutting costs, I understand, I'm the CMO of a company and am involved in board meetings with these conversations. One item I love about my company is that we look at individuals on a case by case basis. If a customer called to explain what happened and had valid reasons for their behaviors, I would make an exception.
In conclusion this is more of a review for the executives to see and less for consumers. Warning to consumers is don't shop online if there is a small possibility you won't like the item!
It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently. Warren Buffett

I have been shopping Hautelook and Nordstrom Rack (. Coms) for a few months now, and so far not any problems.
I like to browse Hautelook almost everyday to see what`s newly listed, and what I may have missed.
I am beauty and style (classic) conscious, as well as a Bargain Shopper - not exactly a label hound, but if I can get a name brand, and good if not great quality at a great price, of course I am on board.
I will set a price first what I am willing to spend on certain, and not buy if anything over that - and I still find plenty on these 2 sites - handbags, cosmetics, shoes, home décor.
I have been hitting these sites first while browsing/shopping before any other sites, and use the sites to compare prices / savings on items.
I do notice that some items are either taken from Nordstrom Rack and listed on Hautelook, and sometimes on Nordstrom Rack and Hautelook at the same time -usually at the same price, or if it`s on Hautelook only, the prices may be lower.
The items and products the have come have been as described, new, no defects.
There is a "waiting" period for items and products to ship on Hautelook -
The reason is the supplier first ships to Hautelook, and then Hautelook ships to customer.
I am guessing the supplier is most times Nordstorm / Nordstrom Rack.
The shipping time does not bother me too much, if I want something sooner, I`ll order elsewhere. Shipping can be even sooner than estimated.
What I do not care for is trying to keep my orders and shipping straight -
I have apps through USPS, UPS, and FedX, but what happens is that Hautelook ships as soon as they receive your items. HL sends to customer one item at a time in most of my cases.
So, I have received a whole box with one item, even one containing one lipstick, or a pair of shoes, etc...
Seems if it`s a small item, like a lipstick, it could be sent in a packing envelope, a small package.
It`s sent mainly USPS, and I`d rather have packing envelopes in my mail box, than individual items sent quite a few times over weeks in boxes placed inside of my porch. My husband thinks I am on a binge with boxes on porch so frequently lol.
I took away a star for the many boxes with tiny items - not the shipping times.
All in all, I have found great deals, and have recommended to label hounds, and to cosmetic fiends who love their name brand make-up.
I, so far, have not had any mistakes, or non delivery as some reviewers had.

Great products at great discounts and prices.

Altough my order was cancelled, HauteLook is working diligently to fulfill my order. Thank you.

I've been shopping on Hautelook for about a year. I got many good deals throughout and the delivery times and customer service was fine. Here or there I had a couple of issues regarding the shipping fee.
For example I would order an item below $100 and be charged the shipping fee. Couple of days later I'd place a larger amount order qualifying me for a free shipping. I started noticing that Hautelook often sent these orders in one package, which made me realize that I shouldn't be paying for the shipping fee and I confronted them about it. At 95% my complaint was heard and they reimbursed me. It's about the principle. Once I came across a unforthcoming agent who just couldnt see my point, but I just wouldnt let it go and I was reimbursed again, but she also told me not to count on this in future.
Well in October, I guess my "luck" run out. I've ordered some cooking dishes (for Thanksgiving) and the delivery was supposed to be shipped within 2-3 weeks from order date. They already had another event take place with the same items (some of the deals go in circles, till the inventory is sold out, I guess) and my order wasn't shipped. I had to cancel in the middle of December, as I got tired waiting and contacting their customer service.
Their customer service is either excellent or very bad. Many times I'd be waiting for their chat service for about 30-50 minutes, be in position nr. 1 and the service would disconnect and I am adviced to contact them by email or phone. It would take 2 cycles like these to be admitted for a chat. I usually then call them and put myself on a call back service. This always works, but be prepared to wait about an hour.
My very last experience that made me finally stop shopping there was a great deal on a designer handbag. I was between the first ones to purchase this item (I looked at some details and an hour later the last bag was still on hold). I recieved a shipping email about a different order, but looking at the order page a saw that the handbag was also part of this parcel being shipped. I was very happy and looking forward this purse. I even changed my UPS delivery to pick up in person at UPS location of choice. After ordering the box in the car there was no purse, the dress I ordered wasnt packed in protecting foil (as usually they are). The shipping box was way too small to even include a handbag, but guess what, the item was included on the invoice slipped in the box! I contacted Hautelook straightaway and the agent told me (after waiting on the phone for 25min) that the purse is no longer available. I have insisted to have the purse shipped to me, so finally she placed a re-ship request with their warehouse and promised to contact me about the outcome in about a week. I took many pictures and even sent a complaint email. A week later I still recieved no follow up. The next day I went on the chat, only to be 2x thrown out being at #1 spot, waiting for 2 h total, I gave it another go and I got through. Long story short, I got Hautelook to refund me the bag (as the agent suggested to follow up with her colleague and letting me know), because I had no intention waiting any longer for what I suspected was a caseless hope to recieve this item.

I would recommend this site 50/50, if you're lucky to grab a great deal and it gets delivered rejoice;-), but after my experiences I'm going to stay away as there is a good chance, that you'll be parted with your money for weeks or month(s) and at the end you'll never recieve the items due to overbooking. I was one of the lucky ones that refund was never an issue.

I made the mistake of ordering a Divani Casa Rixton Sofa Bed from Hautelook. When it did finally arrive ( after 3 weeks) I had to go pick it up because UPS would allow me to unload it off their truck (?!) when they showed up sometime within a 4 HOUR window. They told me I had to unload a UPS truck? UPS offered to leave it in my apartment hallway for $215! Thanks: /
So that is how my purchase started but it got worse when I finally got the sofa unboxed what I saw for my $1500 I spent was a complete joke of a sofa. I mean the construction looked like maybe a $300 couch at best.And it is so uncomfortable to sit on its almost unusable. I called Hautelook and talked to a few people that seemed genuinely concerned and helpful but they kept saying they would have someone from customer service contact me. THIS NEVER HAPPENS!

I did some digging and found out who sent my this POS sofa. They are VIG FURNITURE in Los Angeles CA. So I called there and was told they didn't know who Hautelook was and Hautelook received my money so I should talk to them! So basically I feel I am just dealing with a huge den of thieves at this point. I am out my $1500 because I trusted Hautelook and the pictures they posted showing this sofa. I had ordered clothes from Hautlook before and that was OK but this purchase is a royal scamjob.
So to sum this rant up:
1) HAUTELOOK DOES NOT CLEARLY STATE HOW HORRIBLE AND EXPENSIVE SHIPPING WILL BE ON LARGE FURNITURE ITEMS ON THEIR WEBSITE
2) HAUTELOOK DOES NOT DEAL WITH ANY REFUNDS REGARDING SUBSTANDARD CONSTRUCTION FURNITURE EVEN THOUGH THEY WILL INITIALLY GIVE A RESPONSE THAT THEY WILL
3) HAUTELOOK REPRESENTS MANUFACTURERS AND DISTRIBUTORS THAT CONDUCT THEMSELVES IN WAYS THAT LEAVE THE CONSUMER WITH PRODUCTS THAT DO NOT MATCH WHAT HAUTELOOK ADVERTISED THE PRODUCT TO BE. AND SOMETIMES FOR MUCH MORE MONEY THAN THE PRODUCT IS WORTH.

SO I am done with this company. I did see Nordstroms is struggling financially so its nice to think they will get whats coming to them.

WARNING! Do not shop at HauteLook! I've ordered three things from this site, and experienced issues with all three items.

First, we ordered 2 pairs of shoes for my son. The first pair arrived within a few weeks, and they have a really (really) bad smell (formaldehyde perhaps?) -- we considered returning them, but they were only $20 and over a period of time the smell has lessened so now you can only smell it when you are up close. The other pair of shoes ordered for my son were in a pending status for 2 weeks, and then they notified us that they could not fulfill the order since they did not have the inventory. We have not yet received the credit and I am following up on this. Meanwhile, my husband ordered a pair of Rockport loafers in a size 10.5W.

After waiting for 3 weeks for the shoes, they arrived and he tried them on -- way too tight. The box was labeled as a 10.5W, but the shoes were actually a 10M... we called HauteLook and the person we spoke with checked the inventory -- oops, sorry we don't have that size any more. She told us that have a choice of returning it via UPS or taking it to a nearby Nordstrom Rack -- and gave us the address of the Livingston NJ store, which is about 4 miles from us.

Only after I expressed my surprise at the lack of quality assurance in the warehouse, and annoyance at having to deal with this return, and my comment that the least they could do was give us some sort of compensation -- did she then offer a $10 credit (which I will never use because I don't intend to shop at this site ever again). When we told my sister this story, she told us the Livingston Nordstrom Rack store isn't even open yet -- we checked further and it's not even opening until October 8th -- the next closest Nordstrom Rack is in Paramus, a 45 minute ride from our home. So now we need to call back their customer service department and find out how to send it back via UPS. All very annoying and inconvenient - and we'll also have to follow up on the refund for these shoes, as well as the pair that was not fulfilled for my son.

Unfortunately, I did not investigate this company before we ordered, because I trusted the Nordstrom name.

I am a regular customer of Nordstrom and shop at their stores and online all the time -- I cannot believe that a store chain of this quality associates itself with a site like HauteLook, and risks their outstanding reputation this way.

Worst experience with online shopping ever!

First off I think you will find some pretty good deals and sometimes one of a kind items here but the problems that come up after ordering very much outweigh these.

To get to the gist of it, 2 out of about 6-7 orders I placed from them contained 2 very special items to me as I fell in love with them (a very attractive-looking jacket for my husband and a $995 brand name shoulder bag I got here for $298).

Three weeks after ordering the jacket, I received the package in the mail but instead of the jacket, in the box was a boring looking sweater instead. Total disappointment and pissed since I've been excited the whole time to give the jacket to my hubby as a gift for Christmas. Anyway I forgave them for this, must have been an unintentional error in the warehouse. And I got my money back.

The following month I thought I got lucky and grabbed the only Valentino bag they had available for sale. I searched online and couldn't find any other stores selling it or anything close to it. Must be from past season, but the unique design was just my style and fell in love with it, plus the price was unbelievable so I went ahead and bought it.

As soon as I clicked on the "submit order" I had become worrisome that my experience with the jacket could happen to this order. Yep, sure enough an entirely different bag was inside the package when it came. The packing bag that came with it and the invoice had all the correct info about MY bag but it was NOT MY bag that was sent!

I just knew my gut feeling was right, that there's a rat (or rats) in the warehouse who are doing the packing and that they're playing the bait and switch on my orders! How can this be an unintentional error when it's happened to me twice within less than 2 months time, and on the nicest/expensive items and not on the other not as special/cheaper items I ordered?

**HINT HINT to Hautelook management** Since there doesn't seem to be any accountabillity with the employees at the warehouse, may I suggest that you start one? How about for every order being packed, that a card be enclosed with the packer's name on it, like some other e-tailers do (such as Macy's for example if I'm not mistaken) - so that when something like this happens, when I call in to complain, I can mention the name on the card, and things can go from there. If they find there are similar complaints with the same employee, well then he/she gets the boot, and hopefully this way they clean out these rascals so things like these won't happen again to customers like me again.

But I told them through email and by phone, that they have lost me as a customer and will not be coming back. If they don't clean up their act, I won't be the only one they will lose. Sayonara Hautelook, I won't be looking back.

My first couple of times using Hautelook I was so excited to find a site on the web with such great deals with name brands so cheap! I had let all my friends know about this amazing site I had found with such good deals.

Unfortunately that ended quickly when I started having problems with the shipping. I live in a remote area where the postal service does not deliver our mail and there is only a central post office where you can receive all your mail including packages.

The Hautelook website does not accept PO box addresses to be shipped to even though some items are shipped through USPS and some are UPS. Well 3 times my items were shipped to USPS and when they dont accept PO BOXes as a regular address to ship to so I could not get those packages and they are sent back right away.

When I called up hautelook I was told that I could not get my items that I had paid for and it was getting sent back to the original retailer. I asked if they could just re-route the package back to me and put a note on the tracking number but apparently there is "no way" of doing that... how in a company can you not communicate with another dept to get the item back because of your site error in methods of shipment.

I had an email sent to me asking for my feedback and I had wrote a long suggestion that PO boxes SHOULD be allowed or whatever item you ordered should indicate whether it would be shipped USPS or UPS. I had talked to a supervisor, I have talked to several people over the phone. The last person I talked to after all my frustration and third returned package later that "it was no ones fault" that their system was unreliable to which item gets sent through USPS or UPS. Well, actually, its the sites fault and needs to be more user friendly for people who want to spend their money on YOUR website to figure out the best way to get the items to the consumer via mail.

They kept trying to credit me back on the website and not my debit card I had originally used. I was so fed up. Why would i want to keep buying from a website that keeps messing up my orders not once, not twice but three times.

To make matters worse, while this whole shipping mess was going on, 2 items I had ordered and paid for were "out of stock". I had received emails saying "oh dont worry, your stuff is on its way" when in actuality it wasnt. I wasnt sure how they "just" realized 17 days later that they were out of stock. They credited me with a 5$ credit but honestly, to not have to deal with this painstaking process of questioning IF id get my stuff, Id rather shop somewhere else where I KNOW id get my stuff. Thanks for the credit but honestly, I dont think Ill ever shop there ever again.

I once was an avid shopper of the site. Now, Im so fed up with the unorganization and guessing game on where my items I had purchased were that honestly, It is NOT worth the hassle.

Cmon guys... get ur Sh*t together. BC honetly, its just a mess over there.