Business ProfileforNordstrom, Inc.

I purchased an adorable pair of ******************* sandals this weekend and had them shipped to my house to wear to an event tomorrow (Friday). I was home when the pristine package arrived immediately picked it off my doorstep and opened it. All tape, adhesive and glue was intact. There was no damage.Inside the box was a box of mens boxers that was tapped together (three pack) and a tiny envelope that would have come with the sandals containing replacement crystals. There were not any sandals. I immediately called customer service who put in for the refund and helped me order a new pair of sandals eventually though they will not arrive in time. My refund has been declined and I am furious. There was a standard email suggesting the issue was my problems and I should have had the item shipped to another address or the store. If you look at what was in the box you can tell that someone has strategically removed the sandals and replaced them with an equal weight item before closing the box. Maybe QC felt the little envelope of replacement crystals was the $300 sandals that I ordered to pass inspection out of the warehouse. I keep getting told that Nordstrom has weighed and check my package and that this is my problem and I will not get a refund. Did they add in the extra weight of the boxers that were sent to me too?This is not my issue. This is a theft at your warehouse before shipment and I should not be harassed like this and should have had a seamless refund. I have been promised two call backs and have received none. I have tried to stay on with customer service and they hung up on me vs escalating my call. Please process my refund immediately. This has ruined my shopping experience at Nordstrom. (I do have to say that customer team was kind, supportive and empathetic - the customer financial services team is horrific and unable to respond or escalate issues in a timeline manner)

We are very sorry to hear that you did not receive your item and for the disappointment caused during the review of your claim. Our delivery research department has communicated with you that we will not be able to move forward with a refund or replacement following the results from our internal investigation. If you have not already done so I would advise filing a police report. Once the investigating officer ******** us with a subpoena, we will be able to release the details of our investigation and any other details we have gathered regarding the delivery.