Complaints

This profile includes complaints for Nordstrom, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nordstrom, Inc.

  1700 7th Ave Ste 1000 Seattle, WA 98101-4407

• 

  Nordstrom

  700 Fairmount Ave Towson, MD 21286-1037

• 

  Nordstrom

  951 Haddonfield Rd Cherry Hill, NJ 08002

• 

  Nordstrom

  Short Hills Mall Short Hills, NJ 07078

• 

  Nordstrom Rack

  1520 E Golf Rd Schaumburg, IL 60173

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/17/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned the ring from order ********* to Nordstrom on 6/9/25 and they received the return on 6/12/25. I have not received the refund, although their site has said "We're working on your refund" for 6 days now. I contacted chat customer service and received no help whatsoever. I escalated by email and received no response. Can someone at Nordstrom kindly provide the refund? Nordstrom is difficult to do business with, when anything goes wrong.

  Business Response

  Date: 06/19/2025

  *****, thank you so much for reaching out and sharing your concerns with us. Im happy to let you know that your return has been refunded to your original payment method. You should see the refund reflected in your account as soon as your bank processes it, which usually takes about 3-5 business days. Just a friendly reminder that while our fulfillment center may receive your return quickly, they have up to 12 business days to process it. If you have any more questions or concerns, please dont hesitate to reach out to us here at ************. 

  Customer Answer

  Date: 06/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/12/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im writing to express my deep frustration and disappointment with the handling of my recent order placed on ************************. According to the tracking information, my package was marked as delivered on Sunday, June 8but I never received it.The package was reportedly left outside, which is unacceptable for any delivery, particularly when it contains high-value items. I have thoroughly checked with neighbors and around my property, and there is no sign of the package.What has been especially disheartening is the response from your Delivery Research team, who have been not only unhelpful but also rude in their communication. While your Care team has been kind and empathetic, they unfortunately havent been able to resolve the issue.Frankly, it is unacceptable for customers to bear the burden of loss due to poor delivery practices and questionable carrier choices. As a loyal customer, I expect more from ******************** in terms of accountability and customer care.I am requesting a full refund or a replacement for my missing package, as this situation was clearly outside of my control. I urge Nordstrom to reevaluate its logistics partnerships to prevent situations like this from recurring. The package was left where the sign says to please do not leave the packages there.I hope this matter is resolved swiftly and professionally. I would appreciate confirmation of next steps as soon as possible.

  Business Response

  Date: 06/18/2025

  Jalessia, thank you so much for reaching out and sharing your concerns with us. We're truly sorry to hear that your package wasnt received. It seems your package was placed in the wrong location, which made it easy for someone else to pick it up. Weve already shared your feedback with the Carrier. On a brighter note, I'm happy to see that our Delivery Research team has issued a refund for your order! If you have any more questions or need assistance, please feel free to give us a call at ************. 

  Customer Answer

  Date: 06/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 8, I purchased a pair of new APL running shoes from Nordstrom in good faith. The item arrived yesterday, but instead of arriving at my door, it was tossed in a **** near my apartment. When I opened the package, it was clear the item had been used and resold, as was clear by the cardboard which was not intact or even taped, and had clearly been put back together after being used by a customer and returned. The shoes themselves appeared used, too, as the sole was loose from the base of the shoe. When I contacted Nordstrom regarding this, the only resolution was a return. In my opinion, having the package thrown in a ****, damaged, and damaged packaging necessitates at least store credit, a gift card, or keeping the damaged item if wish to, and get a refund. This is very, very sub par customer service, and I am shocked the company isn't more embarrassed at the item sent to me, which was nearly sent as though it was a piece of trash, thrown in a **** for me to collect.

  Business Response

  Date: 06/17/2025

  ****, thank you for reaching out and expressing your concerns. I sincerely apologize for the condition in which you received your item. Based on the picture provided by the carrier, it appears that the package was placed next to the mailbox. We understand and empathize with your frustration regarding this matter. However,in line with our policy, we kindly request that you return the item. Once we receive the return, we will be happy to issue a refund and assist you in locating the same item or a suitable alternative. We regret any disappointment this decision may have caused. 

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23457548
  
  I am rejecting this response because:

  As a business standing on ethics and integrity, I am disappointed at the lack of accountability taken by the company. The box was not placed next to the mailbox, it was left sitting on dirt in a ****. Placing it either at my door, or next to the mailbox, in good condition, would be the logical way to deliver a package. The logical way to handle a destroyed box and delivering a customer used shoes would be other than what you are offering. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of Jordans from Nordstrom recently and did not receive my order. Today, I spoke to several people at Nordstrom, all of whom assured me that I would get a refund. Someone from their delivery research team sent me an email refusing to refund me. I did not get my package and I am demanding a full refund. The shoes cost me $180. I am uploading proof from the business that they assured me that I would get a refund.

  Business Response

  Date: 06/09/2025

  ****,thank you for reaching out and expressing your concerns. I sincerely apologize for the inconvenience caused by the non-receipt of your item. I appreciate the opportunity to assist you, and I would like to confirm that your refund has been processed. To ensure the safe delivery of future packages, we kindly recommend considering shipping to your local Nordstrom, as we may not be able to accommodate a refund for similar issues in the future. 

• Initial Complaint

  Date:06/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a victim of identity theft. While reviewing my credit report, I identified a fraudulent account from *******/TD that I did not authorize or open. I have never had any credit or financial relationship with this company, and this account was created without my knowledge or permission.Account Name: NORDSTM/TD Account Type: Revolving Account Card Date Opened: September 21, 2014 Balance: $220 I am requesting that this account be fully investigated, removed from my credit report, and blocked from any future reporting. This unauthorized account is negatively affecting my credit and does not reflect any action taken by me.

  Business Response

  Date: 06/13/2025

  *******, thank you for reaching out and expressing your concerns. We appreciate the opportunity to address your inquiry. I have attached the response from Nordstrom ************* for your review. Should you have any further questions regarding their response, please do not hesitate to call ************** for prompt assistance. 

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a **** ****** handbag to be delivered to my home. I had no issues getting packages at my doorsteps except for this time with Nordstrom. The mail delivery man never knocked or rang my doorbell and I was at home the whole time, waiting for the package to arrive. I was surprised to see it arrive with no notice and the box was open and completely empty. Not even receipt and packaging tissues were there. The box doesnt have tape but only three strips of glue on two inner flap sides. The glue barely held on the flaps as you can see in the picture. This is very careless packaging for $400 order and especially no signature required. I expected luxury stores like Nordstrom will automatically require a signature at delivery like common sense. No tapes and no signature are terribly careless for a such luxury business. So I filed a report and called customer service several times. It got me around. Then the investigation refused to refund me and stated its been delivered (maybe based on weight or word of mouth by delivery guy) and told me to make a police report and its on me. I feel like Nordstrom is cutting corners with delivery service to the bare minimum quality of service so the delivery workers took advantage of that. Nordstrom is about 2 hours drive away so I cant pick up at store but for sure next time I will make sure expensive order will be picked up at mail delivery store instead. I tried to do a chargeback with credit company but I got denied because Nordstrom made the decision. I will never shop or order at Nordstrom ever again. Horrible careless packaging and cutting corners and why no signature required and why mailman never knocked or rang my door?

  Customer Answer

  Date: 06/05/2025

  My name is ********* *****

  Business Response

  Date: 06/12/2025

  *********,thank you so much for reaching out and sharing your concerns with us! I'm deeply sorry to hear that you didn't receive your item. We took the time to investigate this with our Delivery & Research team, and after careful review, we found that we won't be able to issue a refund for the missing package, as our findings confirm that it was delivered. If theft is a possibility, we recommend filing a police report. If you have any other questions, please feel free to continue the conversation in your email thread with our financial services team or give us a call at ************. 

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23429697
  
  I am rejecting this response because: Its not my responsibility poor packaging occurred so the item fell out or got stolen. A luxury store is supposed to pack their package with care and require signature at delivery. I was not give an option to pick up at *** or ***** store because you used LaserShip. I live 2 hours drive away from nearest store so I cant do store pick up. I called several times on phone and spoke with several live representatives on chat and they all apologized and promised me they would send me a refund or mail me a replacement. Neither happened. I got denial email from your Delivery Research several times and denied for refund process on my order page. I demand a refund. 
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 06/13/2025

  *********,thank you so much for reaching out to us again and sharing your concerns. We're deeply sorry to hear that your item was missing from your package. After careful review, we unfortunately can't accommodate a refund, as we've confirmed delivery and the weight with the carrier. It appears that a theft may have occurred since you still don't have your item. While we wish we could help further, Nordstrom isn't able to compensate for criminal activity. I understand this isn't the outcome you were hoping for, and I want you to know that this decision was made after much consideration. I'm truly sorry for any disappointment this may cause you.
  

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23429697
  
  I am rejecting this response because: Poor packaging without using tape led to missing item. Weight doesnt mean anything. Youre leaving responsibility on a customer and disregarding poor packaging without using tapes and no signature required at delivery. Do you have any comments about poor packaging and lack of signature required played on your part? 
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:06/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the morning of May 15, 2025 I placed an order online at nordstrom using my gift card to pay for the purchase and checked the balance of the gift card at that time to see if there was any money on the gift card (there is a screenshot of it) I was ready to place another order on May 19th and found out that the balance of the gift card was 0. At that time, I contacted customer service and was told that the gift card was also used to purchase ***** ******** foundation on May 15th with the order number #*********, and that I had never placed that order and that my account didn't have that order. I stated that I had never placed an order for ***** ****** foundation and that there was no such order in my account. The next day, customer service emailed me and said that they had flagged the transaction as an unauthorized purchase, but that since the item was purchased at the Nordstrom store at the *******************, **, it could not be replacement online, so they needed to be contacted to resolve the issue. I called the store and told them what happened and they told me they would look into it, but two weeks have passed and I haven't received any contact from the store or the results of the investigation, I haven't shopped at the store this year, I haven't lost my gift card, and unbelievably the gift card was stolen from the store!

  Business Response

  Date: 06/13/2025

  ****,thank you for reaching out and bringing your concerns to our attention. I sincerely apologize for the unauthorized use of your gift card. I am pleased to inform you that we have issued a new gift card in the amount of $159.95, which will be delivered by the end of the next business day which should be Monday. If you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Nordstrom due to an unresolved issue regarding a return and refund. I purchased a pair of shoes over the phone using my Nordstrom credit card. I later returned the item by mail, and Nordstrom has acknowledged receiving the return.Despite confirmation of the return, I have yet to receive my refund weeks later. I have contacted Nordstrom customer service multiple times, only to be given inconsistent and misleading information. One representative assured me that the refund was on its way, while another abruptly ended the conversation after promising to follow up yet no follow-up ever occurred.Because of Nordstroms delay and lack of follow-through, I am now being charged interest on my Nordstrom credit card for a balance that should have already been cleared. This is unacceptable and highlights the companys recent decline in customer service standards.Attached are transcripts/screenshots of my conversations with two separate Nordstrom representatives, illustrating the confusion, conflicting information, and poor handling of my case.

  Business Response

  Date: 06/16/2025

  Aneeza, thank you so much for reaching out and sharing your concerns with us. I truly apologize for the delay in processing your refund for your returned item. I'm happy to let you know that we've worked with our fulfillment center to get your refund issued. The refund was issued as of 06.13.25. For future returns, we recommend bringing designer items back to the store to help avoid any delays. If you have any more questions or need assistance, please feel free to give us a call at ************.
  

  Customer Answer

  Date: 06/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 10, 2025 I purchased 12 items from Nordstrom totaling $1,202.90. I expected a expedited delivery on May 14, 2025 and instead of getting any delivery I did not receive my package. I waited and then reached out to Nordstrom for help and Nordstrom refuses to provide proof of delivery. I never received the items and Nordstrom refuses to provide proof of delivery of all the items which gives me reason to believe they were not delivered. I need to know where my packages were left so that I can try and find it since it was not delivered to my address.

  Business Response

  Date: 06/11/2025

   ******,thank you so much for reaching out and sharing your concerns with us. We truly appreciate the chance to respond. We've carefully looked into your complaint with our Delivery & Research team. After thorough review, we have decided not to honor a refund for the missing packages from this order, and well be upholding the decision made by our Delivery & Research team, as we have confirmation that the packages were delivered. If theft is involved, we recommend filing a police report. If you have any more questions, please feel free to continue the conversation in the ongoing email thread with our financial services team. You can also reach us at ************. 

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23414761
  
  I am rejecting this response because:

  Thank you for your response and for taking the time to look into this matter. However, I must respectfully disagree with the outcome of your investigation.
  At this time, there is no proof of delivery confirming that the packages in question were delivered to my address. I did not receive the items, and there is no photo or signed confirmation showing that they were left at or near my residence. Could you please confirm the exact address where the packages were delivered?
  Additionally, I kindly request that you provide photo evidence of each delivery, as well as any delivery confirmation data that supports the claim that the packages were successfully delivered to me. A delivery to a stranger or a random person that did not order or pay for the items is not acceptable. I should get the items that I paid for, not just anyone that the delivery person decides to hand over my things to.
  Without verifiable proof of delivery to my address and to me, the issue has not been fully resolved. I appreciate your help in clarifying this matter.
  Best regards,
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/13/2025

  ******,thank you for reaching out to us again and sharing your concerns. We sincerely apologize for the inconvenience caused by the non-receipt of your items. Our Delivery & Research team has thoroughly investigated this matter and has provided the requested details, which I have included as attachments for your review. After careful consideration, we regret to inform you that we are unable to accommodate a refund, as we have confirmed delivery through various carriers. Unfortunately, it appears that a theft may have occurred, and while we wish we could assist further, Nordstrom is unable to compensate for criminal activity. I understand that this outcome is not what you were hoping for, and I want to assure you that this decision was reached after considerable deliberation. I am truly sorry for any disappointment this may cause. 
  

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase with Nordstrom through the app on 10/14/2023. Order #*********. I recently returned 3 items from that order in one package. I returned the package on 5/12/25 and the ***** tracking shows that it was successfully delivered on 5/17/25. Tracking #************. I received a refund for 2 out of the 3 items fairly quickly, however I am still waiting on a refund for the last item, specifically the Topshop Crewneck Sweater that was $62.00. I chat with a *** on the website on 5/28/25, they told me they would get me a refund, then I received an email saying it was unable to be processed. I called on 5/29/25 and was told again by a *** that I would receive a refund, and then heard nothing. I emailed ******************************************* on 6/2/25 and received an email back on 6/3/25 saying, "Though the tracking does tell us when a package was delivered it does not tell us what the package contained, and we have not been able to validate the return of Crewneck Sweater. This leaves us in a situation in which a refund cannot be issued. Once the items are physically received and validated, a refund will be issued at that time. Should you have any further questions or concerns, please do not hesitate to contact us directly at ************." I have already called, I have sent back the package that contained 3 items from the same order, and I'm receiving a prompt that I've researched online is the exact same verbiage used in scenarios like this. I literally included the third item in the same exact package where 2 of the 3 items were refunded to me. Please pull the camera footage of the employee doing my return, because you will clearly see in the package there are 3 items and I sent back a perfectly unused, unwashed, brand new item that still had the tag intact. I would not be going out of my way to fight for $67.11 if I didn't hold up my end, but the fact that I'm being gaslit and told I didn't do something is infuriating. I did my part correctly, now please do yours.

  Business Response

  Date: 06/13/2025

  Annalin, thank you so much for reaching out and sharing your concerns with us. I truly apologize for any disappointment you experienced during the review of your claim. Im glad to let you know that a refund has been issued for the Topshop Crewneck Sweater! If you have any more questions or need assistance, please feel free to give us a call at ************.
  

  Customer Answer

  Date: 06/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****