I recently ordered something from Nordstrom and checked the box to pick it up at my local store. After arranging my schedule to make time to go get it in person, driving over, parking and waiting in line, the saleswoman couldn’t find my order. “We think it will be delivered. Here’s the number to call if you don’t get it. You’ll get a busy signal but keep dialing over and over and eventually you’ll get through.”
Well, that’s exactly what happened. Except, it didn’t happen with Nordstrom. Had it been Nordstrom that iconic store most likely would not have messed up in the first place. Had there been an error they would not have put the onus on me to track down the missing item. There also would have been a heartfelt apology along with some compensation—perhaps a refund or a complimentary gift.
However, the above story didn’t happen with a private business such as Nordstrom. It took place at the United States Post Office.