Pat Connolly

How Nordstrom sees customers’ changing expectations

Retail giant Nordstrom competes against other luxury brands like Bloomingdales and Saks Fifth Avenue. It sells Citizens of Humanity jeans ($238), leather Prada men’s sneakers ($420), and Jimmy Choo clutches ($620). It does not sell tires.

So, why would it take the rubber discs from a customer insistent on returning them?