First off, I don’t want any judgment or pity with this post. Read this for entertainment value and maybe help me figure out what the hell happened.
Update – the store just called me saying they are going to credit me back for my purchase and they’ll look into what happened at the warehouse. While I’m relieved of the outcome, I’m still puzzled as to what happened.
I had bought this Fendi bag for my wife (pictured on the left above) from Nordstrom.com about a week ago or so. When it came in, my wife didn’t like it, so I took it back to the store to return it. Quick note – the bag comes in a cloth Fendi bag and in a shrinkwrapped polybag with a UPC bar code on the polybag. Sorry, I don’t have pictures.
At the Nordstrom store
I went to a local store store on Sunday to return the item. The checkout girl looks at the bag and then tells me to hold while she takes it to the back. After about ~10 minutes, she comes out with a manager who tells me they can’t accept the return because the bag isn’t authentic. “WHAAAAAT!?! THAT’S THE BAG YOU MAILED ME!” was my response. He explained that the bag didn’t match the receipt and the authenticity card in the bag. He said that the bag should be bigger. Well it turns out the bag that was sent to me was similar in size to the bag on the right (picture above) but with the cute eyes. I was STUNNED. I essentially had to prove to the manager that I wasn’t scamming him by returning a fake bag. I didn’t have the polybag with me at the time, so I asked him if I went go get it from the car, if that would help. He told me maybe, and so I went to the car to grab it.
Back with the polybag
I come back to the store with the polybag and he scans the polybag and it matches the receipt. However, the polybag’s UPC code is for the larger bag (on left) which mine wasn’t. So let’s recap – the receipt is for the larger bag, the polybag’s UPC code is for the larger bag, the authenticity slip is for the larger bag, the physical bag I have is for the smaller bag. I then pulled up the Nordstrom site to see what I ordered. I went on the Fendi site as well. Every site had the bigger bag. Apparently there is no smaller version in existence that I could find. I could see from his point of view that I was returning a bag that didn’t exist.
The manager then tries to call the Fendi rep, but it’s a Sunday so can’t get a hold of him. He offers to overnight the bag back to the warehouse and let a specialist deal with it. I take him up on the offer, but at this point, I’m still confused as to what happened. I asked him if there was a serial number in the bag itself that could match any of the receipts. There IS a serial, but it’s not printed on any receipt. The original clerk finally comes over and points out the model number PRINTED INSIDE the bag was different than what I had ordered. The bigger bag has a model number that ended in xxxx36 whereas the model number in the bag ended with xxxx35. The authenticity card was model number xxxxx36. This confused me even more now!
“If the bag don’t fit, you must acquit!”
At this point, it was a he-said-she-said situation and I knew I wasn’t going to get anywhere. Let me say that the tone of the manager wasn’t on the friendly side; he was sticking to his guns saying he can’t take it back due to the purse not being in the system. Finally, it dawned on me. The store sells a similar design to the larger bag that I noticed on the shelf. I asked the clerk if that’s the same size as the one I should have gotten and she said YES. I then ask them, “Okay, this is the polybag you sent me which has your barcodes and such. Will that big bag fit in here?” They both could see that the bag wouldn’t fit, but they still couldn’t do anything. I felt like screaming, “If the bag don’t fit, you must acquit!” My contention was – if Nordstrom did send me the big bag, how would it fit into the small polybag? On the drive home, I figured their counterpoint to that would be that I removed the UPC codes on the bigger bag and slapped them on my own fake smaller polybag, which would be genius but that’s some next level scamming, right?
The question now is – how did this even happen? Did a Nordstrom warehouse worker swap the bags? I don’t think this could happen because the polybags are sealed. The warehouse worker would have had to take the authenticity slip from a big bag and put it into a fake bag and then seal it up, which I don’t think is easily possible. I think what happened here is that Fendi themselves shipped Nordstrom the smaller bag with the authenticity slip of the bigger bag as well as a polybag of the UPC bar code of the bigger bag. But yet, how would the bigger bag fit into that small polybag right?!? The only way to verify this is to just call Fendi and verify the authenticity of the bag. However, the bag is now en route back to the warehouse and let’s see what happens.
I think to fix problems like this in the future is that Nordstrom just needs to input the serial number on the receipt, just like how Best Buy receipts show the serial numbers of computers and tablets.