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Nordstrom's customer service still exceeds most other brick and mortar retailers. No retailer can give their merchandise away for free. I keep most of what I order, but I definitely use Nordstrom as my first stop due to the free shipping and free returns. They have quality brand names and great customer service, still. They are not the only retailer that refunds in the form of original payment---it makes good economic sense. This is a retailer that I want to remain afloat, and I'm willing to accept a few reasonable compromises for that to happen.