Anonymous
map-marker San Diego, California

TERRIBLE CUSTOMER SERVICE

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Don't even bother with hautelook/nordstrom rack. You'll end up pissed off, angry, and terrified like I am now. I'm being very short because I am horrified and very angry. My advice to you is to never even expect okay/good service from them. You'll be very disappointed.

Complaints:

1. I didn't get the right amount for my store credit and I simply asked the store clerk who talked to the manager for me. Manager came and did NOT ever look me in the eye and said let me take care of it for you. Instead, she was very condescending and rude. They owe me money and would not give me the right amount that is MINE.

2. I referred my friend to their site and I was supposed to get a referral fee of $20. I called and she said since they couldn't verify that my friend clicked on the personal link in the referral email, they had no way of giving me the $20. I said it is obvious that I referred my friend to your website and she bought something because of my referral. They still couldn't honor the incentive. I even said I'll have my friend return the items she bought and me (a long-time customer (now furious)) return all the items I ever bought...they still said they couldn't give me $20.

Is that worth it? No, definitely not. I say here I am returning everything I have ever bought there and I will tell my friends to do that also. I will also tell everyone I know to never shop at nordstrom rack/hautelook. Shopping at Gilt from now on.

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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Dunlap, Illinois

Review in Auctions and Internet Stores category from Dunlap, Illinois

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This company is awful- don't let it fool you. Have ordered from here in the past but my recent order has been missing for 2 months. Have called customer service every week since then and all they've done is tell me my shipment will be arriving soon. Got an e-mail today that my shipment is in the return process, NOT to me but to the company because my products were "lost in shipment". So unprofessional- ordered at the end of May and received this beginning of July. Save your time and money elsewhere.
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Reason of review:
Problem with delivery
Anonymous
map-marker Pittsfield, Massachusetts

Hautelook Shipping Service Review from Pittsfield, Massachusetts

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Well I ordered white Dress sandals and 2 dresses. The sandals came 3 weeks after I ordered all the items together. I figured it was plenty of time to use for a wedding I was going to. I tried on the sandals and they squeaked horribly and the inside foot bed was pealing off. OMG I not kidding you. I've never ever heard sandals squeak like that. Ok so I'm going to return them. 4 weeks now and where are the dresses? The wedding is tomorrow and I had to go out and buy a dress. Ugh. I am so disappointed, if your willing to wait a long time then this could be the place for you to shop BUT understand your getting junk that ppl returned to the store. The dresses when they come in will be returned as well as the sandals. I DO NOT RECOMMEND THIS SITE.
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Reason of review:
Order processing issue
Resolved
Denea Ngf

Resolved: Hautelook call center

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I got an idea that many call center agents do not understand their systems(order system, warehouse system). I had a call in to get a return label for items already returned(money returned) in the system, I received them by mistake, I just want to ship them back. however, It took me almost half day and 5 agents, I was transferred back and force between membership to return department, I finally got an agent I thought she knows what she was doing hangs up on me.. I end up left myself tons of frustration. I am really surprised of such low quality of assistance. I used to believe they were pretty great. I did receive the label that day. in my opinion this should any take 20mins, not 3-4 hours. I have completely lost my trust My tips 1. Email instead of call, be patient 2. Do not return any orders you ever placed, wait then drop of at retail 3. Don't call their call center for anything their order system can't handle, It would be lucky if you meet an agent who have the experience Other than this unpleasant experience, Hautlelook is a actually a wonderful company, I used to love it . I wish I could still be their customer.
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Reason of review:
Poor customer service

Preferred solution: i don' t need a solution

Anonymous
map-marker Havertown, Pennsylvania

Hautelook / Nordstrom rack - Credit Card Hacked - Lack of Concern

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In December 2015 my credit card company called me with a nearly $2,000 charge to my card on Hautelook. The ONLY time I used this card outside of Costco was on Hautelook.

I reported the fraud to Hautelook and they refused to give me the name/address given of items ordered/ship to saying, "You need to call your local police. We could be sued if you harass them, etc." TOTAL lack of concern.

Above all they have absolutely NO CONCERN that their site is insecure and CAN BE HACKED, which means DO NOT SHOP THERE!

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Cons:
  • Insecure site
  • Hacking my credit card
Reason of review:
Poor customer service
4 comments
Guest

My card was hacked for the second time after ordering from hautlook/Nordstrom. First time I thought it was a fluke...NOT

Guest

My nordstromrack.com account was just recently hacked and since they save the cc info, they made purchases. I was able to stop it before they were shipped but i will not shop their online store again.

Guest
reply icon Replying to comment of Guest-1574934

Same! I was just charged 447 dollars on my credit card.

Huge breach in their company standards.

They acted super casual and said “are you sure you didn’t purchase this and have it shipped to Las Vegas?” I live in Pennsylvania. These people are shady.

Guest

Never used their site but my card been hacked and transactions nearly totalling 1k spent in 6 transactions with them.

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Anonymous
map-marker Scottsdale, Arizona

Hautelook Customer Care Review from Scottsdale, Arizona

On April 12, 2016 I returned merchandise to the Promenade Nordstrom Rack. The return was not processed properly and my account still has not been credited as of today May 13! I have contacted Hautelook on several occasions and was told my paperwork was in the Que... whatever that means. Hautelook is a poor representation of Nordstrom's. Also the Rack should do a better job of training their employees on the register.
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Reason of review:
Poor customer service
Anonymous
map-marker Long Beach, California

Receiving a Damaged product

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HauteLook - Receiving a Damaged product
Hautelook DOES NOT KNOW HOW TO HAVE A PACKAGE BE FILLED WITH SAFETY! In clarification, I received my packaged (I ordered an eye shadow palette) and I opened it, was so excited, until I actually opened my palette to see that it's fallen apart. 2 of the eye shadows have crumbled and completely fallen apart, there's no way I can fix it. (I inserted a photo I took myself to this complaint) I am very disappointed, since I heard so many great things about this site, to just be let down. I am never going to order from this site again!
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Loss:
$22
Reason of review:
Damaged or defective

Preferred solution: Full refund

Anonymous
map-marker San Carlos, California

Short Review on April&nbs-04:00;07,&nbs-04:00;2016

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Bad refund process. Refunds take longer than 5-7 business days. Customer service is unable to resolve the issues. Complete lack of respect for customers - promise to follow up and call you back and never do. Supervisors and managers are not available and a promise is made they will call back - which never happens. Very bad experience
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Pros:
  • Selection of merchandise
Reason of review:
Problems with payment
Anonymous
map-marker Green Bay, Wisconsin

Debit Card Fraud in Ohio

My wife checked my account on April 26, 2016 to verify that my credit card payment had post. Well to my surprise there was a charge of $364 to this company plus $470 to some sort of marketing company and they attempted to pay their boost mobile phone bill. I have never even heard of this company until now nor do I shop a Nordstrom. I called the bank immediately and cancelled my debit card. This is ridiculous that people steal your hard earned money to buy themselves merchandise. I do not know how they got my information so from now on I will make all my purchases/bill payments online with a prepaid card. Please check your statements all of the time! Now I am still waiting on my money to be returned 6 days later. If my money is not returned I am taking it to the proper authorities!
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Reason of review:
Problems with payment
Tykisha Dqx
map-marker Pittsburgh, Pennsylvania

Do Not Buy From Hautelook!!!

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I will never again purchase anything from Hautelook. I have had nothing but horrible experiences every time I have purchased from them. They do not accommodate their customers and try to sell items to you and do everything possible not to let you return them or get credit for them. Their customer service and return policy is horrible!! Only 40% of their items are worth the quality! Wait for Nordstrom to have a sale and buy from them because at least they have a return policy that works!
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Loss:
$100
Reason of review:
Poor customer service
Willette Jiw
map-marker Banning, California

Hautelook - Mixx Shuz Boots Review from Banning, California

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Horrible company. I'm warning others to stay away. Please use my experience so you don't have to go through the headache and frustration of dealing with this shady company. I ordered shoes Jan.10 and it's now Feb.8 and they still have not been shipped!! Prior to this I ordered a lipstick and they sent me the wrong color. Unfortunately for me, they do not do returns on makeup so I was out of luck. Before all this, I ordered nail polishes (3) and they were ordered Oct.28 and I received them a week before Christmas!! Ridiculous customer service, all they do is apologize but don't offer any solutions.
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Reason of review:
Problem with delivery
Anonymous

HORRIBLE EXPERIENCE - DO NOT SHOP HERE

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I wish I would've read reviews about HauteLook before attempting to order some Christmas gifts for my sister on the site. The items were supposed to arrive before the holidays - they did not. So I called and the customer service rep told me they would arrive before New Years - they did not. So I called again and the customer service rep told me they did not have enough inventory to fulfill the order so they were going to cancel the order and refund my money - fine.

I thought I was done with the ordeal, but then two weeks later I received a shipping notification for the items! So I called and the customer service rep told me it was a mistake and they had just printed a shipping label but had caught the error - they did not. A few days later, I received the items I had ordered over 6 weeks ago. So I called again and was told that I did not need to return the items and would not be charged for the items, I could just keep them for my troubles - fine.

THEN! I receive an email stating that I've agreed to be charged for the items - I DID NOT! I'm still in the process of trying to get a customer service agent with enough authority to actually know what's going on and tell me what to do with these items. I don't believe I should have to worry about returning or reshipping items that no longer need and did not mean to order.

The customer service department is a mess and no one seems to know what's going on. I'm so dissatisfied with the experience, not at all what I would expect from a company owned by Nordstroms. So I'll say it one more time - DO NOT SHOP HERE

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Cons:
  • Shipping system
  • Fulfillment of orders
  • Lack of respect for customer
Reason of review:
Order processing issue
Anonymous
map-marker Chicago, Illinois

Less than helpful customer service

I have a couple issues regarding my orders and customer service was not very helpful. One instance, I had issues with my credit card going through...the agent pretty much said that it's my computer. I wasn't even on my computer...I was on my phone placing orders like I normally do! Second instance, I immediately changed the shipping address but the company still sent my order to the wrong address!! I chat with customer service to find out that they can't reroute the package and that the people receiving it needs to work with them to resend it. All such an inconvenience as well as NO apology said by them. I'm getting so irritated with them to the point where I need to stop shopping from them.
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Reason of review:
Poor customer service
Anonymous
map-marker Chula Vista, California

Hautelook

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I ordered about $60 of makeup because they were having an event for TheBalm cosmetics, i placed my order on January 18th, and expected my shipment in 2-3 weeks as they say. On the third week I chatted with one of their representatives who told me i had to wait until the end of their shipment period, which was past my three week mark.

I waited until the date they gave me and still no shipment confirmation, i then called and chatted with them two more times and all they could tell me was that there was a delay and my items wouldn't be sent to me until February 23rd.

I ended up canceling my order, first and last time I order from this company. I am very disappointed because I expected more from a company that is run by Nordstrom.

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Loss:
$60
Cons:
  • Shipping system
Reason of review:
Order processing issue

Preferred solution: Deliver product or service ordered

6 comments
Guest

I just got my shipping confirmation today, so I hope everyone else that has waited so long doesn't get theirs cancelled; I ordered within the first 15 min of the sale starting if that helps anyone compare. It has been the WORST wait from any company and every time I checked the order status it seemed like shipping got pushed back another week.

I'm just hoping that my items come in packaged securely and undamaged so that I don't have to go through them for anything anymore. Good luck you guys!

Guest

They emailed me today telling me they cancelled my order of theBalm.. So you probably wouldn't have gotten it anyways...

Guest

Same here! I ordered on the 18th and been waiting ever since for an update on my order.

Guest

was this for a balm order. I'm curious because I ordered 1/18 and I've been waiting too.

Guest
reply icon Replying to comment of Guest-1112964

Same here! Still waiting on my Balm order...

Unreal..

I'm in the *** for a live chat with customer service.. Only a 10 minute wait time lol

Guest
reply icon Replying to comment of Guest-1113547

Please let us know what are the updates on the delayed shipping. Thank you!

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Anonymous
map-marker Uxbridge, Massachusetts

Account Hacked and >$10,000 charged to my account

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Woke up on a Sunday to find that yesterday someone hacked my Hautelook account, change the password and shipping address. They then proceeded to charge >$10,000 in merchandise in a series of about 15 transactions ranging from $50 to $2700.

Here's what I learned from this:

1) Hautelook apparently has no form of fraud detection since this even did not raise any flags on their side. If this was not an unusual pattern I don't know what is. I would recommend that you do not trust this organization with any information at all.

2) Hutelook's customer service is atrocious. This is particularly disappointing as they are a Nordstrom company.

Shameful in fact. With my bank account wiped out, they could not offer a remedy better than wait until someone from the fraud department shows up for work on Monday.

Been waiting literally for hours to speak with someone with more authority to remedy this situation. Still unresolved.

View full review
Cons:
  • Amatuer customer service and fraud prevention and detection
Reason of review:
Poor customer service
9 comments
Guest

Hello! I used their chat service to request the de-activation of my account and they did it.

The girl was really kind (it was not a bot so that was nice). I also made the suggestion that they should make that option available (delete account) under our profile configuration so that we do not take their time for a task we can do ourselves and she said she would make that report on my behalf so, thats great. Give this option a shot.

I just tried to log in to make sure and in fact, it says that my email is not associated with a user. So it worked.

Guest

I feel you!! You call to report fraudulent activity and they treat you like as if you are the thief!!!

Guest

That's awful! I'm trying to delete my account but of course there's nothing on their site to delete the account, its not mentioned at all in their FAQ's.

anyone? how to Delete nordstormRack / Hautelook account?

Guest
reply icon Replying to comment of Guest-1133094

Same

Guest

Happen to me yesterday, someone in Georgia bought 3 watches worth 700 and good think I saw it in my email like 2 hours later, i call hautelook customer service and they told me to leave a voicemail so they can contact me back.. Horrible..

Contacted paypal too and they address the issue right away since hautelook didn't give me a clear answer saying it takes 3-5 business day, wth?!!! Its fraud, it should be addressed inmediately especially when I am trusting your website to take good care of my information.

Guest

Someone charged over $12,000 after hacking into my account-- leaving my password intact, but changing my name and address.

Guest

Me too!! $700 today

Guest

Me too! $5000.

Guest

This happened to me Monday. Less $$$ value.

No fraud detection at HL, Orders canceled and Paypal will refund.

However, this problem is bigger than two people. Will post on FB page and call Nordtrom office.

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