Trunk Club - Personal Styling

I had a bad experience with Nordstrom Trunk club. Too many things went wrong from customer service to quality of clothing. Signed up in January, nothing happened. Called Nordstrom and was told there was no trunk club associated with my account. I needed new clothes, so I went shopping on my own. Three months later, a Trunk club package arrived out of the blue with my name on it. I called to confirm it was mine and to report one item was missing (based on list included in the package). When I called the Trunk Club number, Corinna gave me the run around and refused to help me because of a faulty email address. Seems the entire transaction depended on the email (not on my name, address, reference number, or other identifiable information). Finally, a kind associate named Alexa was able to help me navigate the process. We were able to confirm my account and correct my email address, without giving up any sensitive information. I did not care for the clothes in the first package and plan to send them all back. I would have been willing to try Trunk Club again, but the first customer service experience left me with such limited confidence that I can’t continue. I’ve been with Nordstrom since 1988. I’m saddened they have fallen behind in style and service.

Emily is a true expert, she selects my trunks with very little input from me and has never selected one item that I didn’t like or even love! Every one needs an Emily. I hate shopping and lack the time to do it. Unlike other services who pretend to have a stylist, Emily is the real deal. No algorithm to constantly update that still (after 3 years) sends me items I specifically say I don’t want and good luck trying to exchange with some of those other services. Emily makes sure that every item in my trunk is customized to my preferences unlike others that tend to “throw” in something they are trying to get rid of but returning it isn’t worth it, often increases the cost by losing the discount. And to top it off, if I need any items tailored I just take them to my local Nordstrom and they take care of everything for me. I never hesitate to promote Trunk Club to friends/coworkers etc Definitely can’t say that about any other service I’ve tried. Emily’s expertise and outstanding client service are not the factors that create and continually earn my business.

I received 3 or 4 trunks. No stylist ever really listened to me... no undergarments, no jewelry, no pointed toe shoes... that what I got in every trunk. There were some winner and items I really loved that I kept but maybe one item per box. Then I kept a pair of $100+ jeans. Wore them twice and they started to unravel mid pant leg. I sent an explanation and pictures. I was IMMEDIATELY told it was a issue from wear and tear and not a defect in the product. I could not return. But she did send me a link for an article on how to fix my jeans myself... a 9 step sewing process that takes 25-35 min (per the article). Whaaaat???? The $100 jeans have a defect. I wore them twice. And now I get to spend 35 min and a trip to the craft store to try to fix my defect jeans???? I’m sure if I took these jeans back into a Nordstrom with a receipt I would be able to, at minimum, exchange them. The kicker was when I pushed back and said her answer was unacceptable and the jeans clearly had a defect... she told me I was wrong and offered to send me my next scheduled trunk early! Yes, please take more of my money, don’t listen at all about what I want or my style, send me defective clothes, tell me how to gain my seamstress merit badge and fix my own defective pants, and then ask me for more money!!!!!! Nordstrom should be careful with the degradation of their brand with this sham of a service that has zero customer service or product Integrity.