The JJs List Blog

A Big Store with Lots of Heart

Posted by on March 16, 2012 - 16 Comments

This post was written for the JJ’s List blog by guest blogger Celene Peurye.

Quietly, without publicity or a cause-related marketing campaign, without a voting contest, this major fashion department store is helping individuals with disabilities and their families in a personal, meaningful way.

My son has a mild physical disability.  Due to the disability, and perhaps compounded by foot surgery he had as a young boy, there is a discrepancy in the size of his feet causing him to need two different shoe sizes.  Children grow out of their shoes fast, so buying two pairs each time to split the sizes for one pair of shoes that fit could be very expensive.  Nordstrom has a wonderful policy.  If someone has a discrepancy in their shoe sizes of at least one full size, they will split the two different-sized pairs to make the pair needed and charge for only one pair.  Fantastic!

Shoes of different sizes

We have shopped there for my son’s shoes since he was a little boy.  I was very concerned that the policy was only for the children’s shoe department and worried about what would happen once he needed men’s sizes.  Over time the difference became more pronounced and the shoes much more expensive.  This wonderful policy is still available for the adult shoe sizes.

Every sales associate in the shoe department is aware of the policy.  They always are helpful and take the time needed to correctly fit the shoe (as opposed to many other department stores where one can barely find a sales person to bring out the shoes and then they just hand you the box).   In addition, sales associates have often spent time searching for a particular shoe at other Nordstrom stores if the size we needed was not in stock at our store.  Each time we have a different sales person and each time the service is given pleasantly and with interest in satisfying our need, even if the shoes are on sale.

Still, it’s not easy to find the right shoe.  My son needs a particular style to provide the right amount of support.  It also has to meet his fashion sense.  On a couple of occasions we just could not find the right shoe at Nordstrom.  We found a shoe at another store and told them about Nordstrom’s policy, asking if they would match it.  March 7, 2012The answer was no, we had to buy two pairs and waste the unused mates.  Another time the shoe my son wanted was no longer carried at Nordstrom, but was available from the maker’s own website.  I wrote the customer service department of the manufacturer, explaining how much my son liked their shoes, his situation, and Nordstrom’s policy, asking if they would match it – and received no response.

This points out how unique and special is Nordstrom.  Maybe is it because they started out as a large shoe store.  They are known for their commitment to excellent customer service.  Still, this is costly.  I’m not sure what they do with the mismatched mates.  I heard that they send them to their warehouse – where they may be sorted and sent to those who have use for the opposite split sizes.

But the cost they absorb comes back in the form of life-long customer loyalty.  Nordstrom does not seek recognition for this important service.   Due to this policy, Nordstrom is my preferred store.  Whenever possible, I will shop there and happily pay full-price for my shoes, clothes and accessories.  When I receive customer surveys, I purposely write in about the importance of this service.  I want Nordstrom to know how much we appreciate it and hope they continue this valuable service.  Children and adults with disabilities face so many challenges, and many additional hidden costs.  Please join me in thanking Nordstrom for helping and caring.  You can contact Corporate Social Responsibility at csr@nordstrom.com, Customer Service as contact@nordstrom.com or stop by and chat with the Shoe Department Manager at your local store.

Enhanced by Zemanta

16 Comments

Ellen Garber Bronfeld says:
Mar 31, 2012

I LOVED this story…KUDOS to Nordstrom…I love that store anyway, but now, when I have the choice to shop there or Bloomies or Macy’s, I will definitely go to Nordstrom.
Thanks for sharing.
Ellen and Noah

Kimberly Smith says:
Aug 19, 2013

I, too, have a daughter who was born with a foot discrepancy, and am all too familiar with how expensive it can be. Unfortunately we don’t have a Nordstrom near us or I would definitely be shopping there. I always have to buy two pairs of shoes, and with a girl who is only getting older ( and to the age of loving to shop!), it just gets more and more expensive. I have asked many places myself, just for discounts, and have been turned down for the most part. We did just buy a pair of shoes for school from finish line and had a very nice guy give us $20 off- I know it doesn’t sound like much, but that helps more than you know when most of the time you don’t get anything. He was very sympathetic to how costly it can be and said he wish he could’ve done more. I wish More stores would realize this and change their policies. Thank you for sharing your story.. If I’m ever near Nordstrom, I will be stopping by!

Rochelle says:
Oct 17, 2013

Thank you for this information. i will be taking my son who due to club foot surgery and casting as a baby has a 2.5 size discrepency with his feet! We are lucky to have a Nordtrom close by.
Rack Room shoes has the BOGO 50% off which we have used in the past with good results

MIchael Sodos says:
Feb 16, 2014

I have been ordering shoes from Nordstrom for @8 years, ever since I discovered their split size policy. I usually order online, and take the wrong feet and ship them back (at no charge) and my credit card gets credited for the price of a pair! Saves a ton of money!

Thanks Nordstrom!

Erna says:
Aug 26, 2014

Howdy! I could have sworn I’ve been to ths site before but after browsing through a few of the posts
I realized it’s new to me. Anyhow, I’m definitely happy
I stumbled upin it and I’ll be bookmarking it and checking back
regularly!

alicia says:
Jan 02, 2015

I love that nordstroms split sizes but in our area the only one is in a mall and thier mens selection is very small! The cheapest pair of casual shoes were over $200 which is nice but we have kids to also buy for. My husband’s shoe difference is 5 sizes apart and they hardly have mens boots. DEFINITELY a great program though and I praise them for thier policy I wish more stores had hearts like this.

Susan says:
Jan 13, 2015

I was born with club feet and my right foot is 1.5 sizes larger than my left. I have tried just about every option to make one pair work for me, but now ALWAYS buy two pairs of shoes. I also ALWAYS ask for a discount (Nordstrom is not here in Vancouver yet!). It’s surprising who will give you a discount and who will not – often it’s the small, family run store that will give me 50% off the second pair, not the large national chain.
Also, I find that Nordstrom’s brand and style range is a bit restrictive to find a fit for me (although their customer service is indeed wonderful). My smaller foot, the one with the worse symptoms, has a very high instep. I find that Spanish and Portuguese-manufactured shoes fit me better. Hopefully Nordstrom’s will increase their brand range now that they are here in Canada!

Denise says:
Mar 14, 2015

I have been shopping at Nordstrom for my daughter who has cerebral palsy. She fits the criteria and we are thrilled with the service we receive whenever we shop for shoes at Nordstrom. Sales representatives are very helpful and will often go out of their way to locate a shoe for her. I am in need of golf shoes for her and was told that I could order the shoes online (both sizes) pay for them and return the mis-matched pair with an explanation. Return Postage is prepaid by Nordstrom ( a return label is enclosed with the delivery). After the item is returned my account will be credited. How wonderful is this!

Natalie says:
Apr 12, 2015

I LOVE Nordstrom’s! I’m in my 20s and discovered this gem a few years back! I was born with a club foot with 2 sizes difference so I was very limited in my shoe choices growing up. I can actually buy cute shoes! Lol
I’m from Vancouver Canada and I go to Seattle just for this store sometimes. We’re getting one up here I really hope they do the same thing!

Joseph Deck says:
May 10, 2015

It’s nice to hear about how a store will do this. I am 21 years old and my right foot is 3 sizes smaller than my left. My whole life my right foot has been behind due to me having an experimental surgery after I was born due to being born with club foot. For months I’ve searched for any store that will sell 2 different size shoes, and after reading this blog I may have very well found one. Unfortunately I have no clue where a Nordstrom is or might be. Haven’t heard of it til now to be honest. And there really needs to be more stores like Nordstrom. I really thank you all for blogging about this issue. I think this is something that needs to be heard nationwide. For you that have children with this problem their legs may also be shorter , and custom insoles are very pricey. I suggest getting ahead now and figuring a way to help out your children. Because my hips, shoulders, back and pelvis is out of line due to the size difference. It’s very painful. I use two extra insoles to help support my heel. It still isn’t the greatest with support but it helps a little bit. I wish you all and those who deal with this issue as well the best of luck. I really hope you can spare your children the pain and suffering of having to deal with the issue.

Debbie Johnson says:
May 11, 2015

The reason that Nordstrom sells split shoe sizes is because Mrs. Nordstrom needed two different sizes. Their policy in my experience is that your feet need to be two sizes apart minimum. (-: have been using this service for years with so much appreciation.

broken links test says:
Mar 01, 2016

While Nordstoms has this policy because Mrs Nordstom has a shoe size discrepancy, I really hate that the shoe manufacturers themselves don’t recognize the discrimination they are perpetuating. This is a problem. These manufacturers are willing to recognize that Nordstoms has the correct policy in place as they always try to redirect me to the department store. I think the bigger issue is that the shoe manufacturer is willing to admit that this discrimination is present, but refuses to change their policy to be INCLUSIVE instead of EXCLUSIVE.

Colin says:
Mar 10, 2016

I’ve been writing to shoe manufacturers for years asking if they have an “odd-shoe” policy. Usually I just get referred to Nordstroms.

So I run a website called oddshoefinder.com -a marketplace for people to buy and sell odd-sized and single shoes. We don’t charge any fees.

So, if you do buy two pairs, when you only need one, you can sell the other ‘pair’ on our website ad at least get some money back. I also invite interested readers to browse through our listings to see if you can find your perfect match.

plastic extruder says:
Jun 05, 2016

Ceramic and band heaters are a bit expensive compared to a wire coil
heater, but the benefits they offer are great. The
decision to purchase products from this company is a
bold decision that will bring to you many
advantages. The barrier screw in designed to counter this problem.

Amanda Daughtry says:
Sep 16, 2016

I’m so thankful to hear this! My daughter was born with Spina Bifida and has a foot discrepancy right women’s 10 and left women’s 6. So thankful we finally made it to a women’s! It gets very expensive buying 2 pair! But also thankful she is able to walk! I would love to donate all the shoes she has never worn. Does anybody know of anything?? Thanks for the information. I will definitely check this out. Everywhere else does not honor this.

Josie says:
Mar 05, 2017

I was born with a club foot, and that leg is also a little shorter than the other leg. I feel so badly for my parents who, so many years ago, had to deal with this. I was just a kid and I wanted the cute shoes the other girls had. Thank God there was an Italian shoemaker who befriended my parents and fixed the left shoe to fit my foot. He would also put a lift on it. It was quite a job, and he did not charge very much. My father was a barber and would go to his house and cut his hair for free. Now in my adult life, I had found an Italian shoemaker who fixes my shoes, but he is so overwhelmed in his business, I hate to bother him. He is wonderful, but very busy. I commend Nordstrom for selling mismatched shoes,but the regular prices can be so expensive, I wish the prices could be more affordable. Thank you for thinking of so many of us.

Post A Comment

 

All fields required, unless otherwise noted.