Does that sound like stellar customer sevice?.

In today's retail world of increasing competition and dwindling sales, one would think that a store that
built its brand on steller customer service would now strive to maintain, if not upgrade, that feature.
One would think.
But an 'interesting' (???) policy change thoughout the Nordstrom Rack division indicates just the
opposite.
After spending much time and effort convincing customers that shopping there was so convenient
because - if one was a Nordstrom card holder - there were roving mobile cashiers throughout the store.
Therefore, a card-holding customer did not have to stand on the long checkout line. There was no item
number restriction, and -- as long as it was being done with the Nordy card -- one could also do returns
in that convenient manner
It was a mutually beneficial arrangement. As the employees are told to say, " Get a card; get
rewarded".
But that is no longer the case. Now having one of the store cards doesn't 'reward' you this with
convenience..
If you are buying more than 5 items, you CAN'T use the mobile cashier. You MUST stand on the long
check out line.
If your transaction is a return, you CAN'T use the mobile cashier. You MUST stand on the long check
out line.
So, if the strategy behind the 'convenience' of the mobiles was to drive credit card applications, what
drives this policy?
A not-so-subtle way of saying, 'We really really don't want you to return anything so we're going to make
it a frustrating experience" ?
Does that sound like stellar customer sevice?.