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

  10300 Little Patuxent Pkwy #ns Columbia, MD 21044-3341

• 

  Nordstrom

  1651 Arden Way Sacramento, CA 95815

• 

  Nordstrom

  501 Garden State Plaza Paramus, NJ 07650

• 

  Nordstrom

  8075 Tyson Corner Center Mclean, VA 22102

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:06/23/2025

  Type:Product 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.

  Nature of Complaint: Missing Item Refusal to Refund Despite Proof Order Number: ********* Date of Order: 6/7/2025 Complaint Description:I placed an order with Nordstrom for two items.The package I received only contained the Exfoliator. The Moisturizing Cream, the more expensive item, was missing. Feeling the unusual weight of the package, I started a video recording of the sealed package being opened, clearly showing that only one item was inside. The package weight listed on the shipping label (2 lbs) is a generic estimate and not an accurate measurement of contents.Despite multiple emails and providing both the unboxing video and a police report (per Nordstroms own recommendation), Nordstrom continues to deny a refund or replacement. They claim their internal investigation "confirmed all items were present," but have refused to provide any proof or evidence supporting this claim.I have acted in good faith, provided thorough documentation, and followed all steps Nordstrom recommended. Their continued refusal to address this matter is unacceptable.Desired Resolution:I am requesting a full refund for the missing Moisturizing Cream.

  Customer Answer

  Date: 06/23/2025

  Hi full name is Luecke Li. Thank you.

  Business Response

  Date: 06/25/2025

   Luecke, thank you for reaching out and allowing us the
  opportunity to address your concerns. We sincerely apologize for the
  inconvenience you have experienced regarding the non-receipt of your La Mer
  item. We understand how disappointing this situation must be. However, following
  a thorough investigation with our Delivery & Research team, we regrettably,
  will not be issuing a refund for the missing item. We have upheld the decision
  made by our Delivery & Research team, as our findings confirm that the
  package was delivered in full. We understand this may not be the resolution you
  were hoping for, and we sincerely apologize for any disappointment it may have
  caused. If you have an unboxing video, we encourage you to share it with us,
  and we would be happy to review it for further consideration.

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: 23508255
  
  
  
  I am rejecting this response because:
  
  
  

  Your message states that you are open to reviewing an unboxing video, yet I had already submitted the video on June 11, 2025 to [email protected], as instructed by Ashley from your Customer CARE line. Despite this, I have received no acknowledgment or review feedback regarding the video.
  
  
  For your convenience, I am resubmitting the video here: https://drive.google.com/file/d/1szM5KieWqlx5sLRY2PpbezP_NyOB0dYD/view?usp=drivesdk
  
  
  The video clearly shows the sealed package being opened, with only one item (the Exfoliator) inside — the Moisturizing Cream was missing. This footage, combined with the police report I filed per your recommendation, is definitive proof that the package was not delivered in full.
  
  
  Regards,
  
  
  
  Luecke Li

  Business Response

  Date: 06/26/2025

  Luecke Li, thank you for providing the video footage. We
  sincerely apologize for the inconvenience you experienced with your order; we
  understand this is not the level of service you expect from Nordstrom. We will
  proceed with your refund; however, we kindly ask that you have your items
  shipped to your local Nordstrom or Nordstrom Rack store in the future, as we
  will be unable to process refunds for similar occurrences. If you have any
  questions regarding this matter, please do not hesitate to contact us at
  888.282.6060.

• Initial Complaint

  Date:06/20/2025

  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 believe this account has been assigned to me in error, as I am not liable for the debt in question.I have no contractual obligation with *******/TD and have never received any documentation to substantiate the validity of this debt, despite my formal requests for verification. I specifically asked to review the original application or contract related to this alleged debt. Since *******/TD has been unable to provide this documentation, I assert that the debt is not mine and should not be associated with my records.I kindly request the removal of this erroneous collection from my account and an acknowledgment of this resolution in writing. Thank you for your attention to this matter.

  Business Response

  Date: 06/26/2025

  Marcellus, we appreciate you taking the time to share your
  concerns and giving Nordstrom Card Services the opportunity to review and
  respond. I am including an attached response from our credit department and
  encourage you to connect with our credit team at 800.964.1800 should you have
  further questions or concerns. 

• Initial Complaint

  Date:06/19/2025

  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'm submitting this formal complaint regarding a charge-off account being reported by Nordstrom/***********, account number ending in 1586****, opened on 11/01/2018, with a balance of $1,982.00, currently reflected on my Experian credit report. This account is both inaccurate and unverifiable, and its continued presence on my report is causing unjust financial harm and significant emotional distress.I have no recollection of entering into any agreement or receiving credit from Nordstrom/******* USA for this amount. Despite submitting multiple disputes, I have yet to receive any original documentation, such as a signed application, transaction history, or itemized billing, that legally substantiates this debt. Experians continued reporting of this unverified account is a direct violation of the Fair Credit Reporting Act (FCRA).Under 15 U.S.C. 1681i(a)(1)(A), I am entitled to a reasonable reinvestigation of disputed information. Blanket responses claiming an item has been "verified" without showing actual proof are not sufficient under the law. Furthermore, 15 U.S.C. 1681i(a)(5)(A) mandates that any item found to be inaccurate, incomplete, or unverifiable must be deleted from the credit file. This obligation has clearly been ignored in my ******* beyond frustrated with the lack of accountability from both Nordstrom/*********** and Experian. This charge-off is interfering with my ability to secure affordable housing, fair credit terms, and employment opportunities. If this $1,982.00 debt cannot be fully substantiated with real, original documentation, I demand its immediate deletion from my credit report.I will escalate this matter to the ***** FTC, and pursue all legal remedies under 15 U.S.C. 1681n for willful noncompliance if this issue is not resolved without delay.

  Business Response

  Date: 06/25/2025

  Anthony, we
  appreciate you taking the time to share your concerns and giving Nordstrom Card
  Services the opportunity to review and respond. I am including an attached
  response from our credit department and encourage you to connect with our
  credit team at 800.964.1800 should you have further questions or concerns. 

• Initial Complaint

  Date:06/18/2025

  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 Thursday, June 12 I went to Nordstrom in ********* to return a gift that was given to me and I decided to use the gift card along with my additional funds to purchase a pair of **** ***** Sandals I was planning on purchasing from another store at the mall. They did not have them in stock but said they could order them. Worst decision ever. After receiving my order later than the clerk said I would, I received ONE SINGULAR, DISGUSTING, USED, VERY SMALL sandal. I have been going back and forth with customer service since yesterday, June 17 when this package arrived. This order was sent out in a polymer shipping bag with a box inside of it and 2 pieces of tissue paper around said sandal. As you can clearly see the box is not even big enough to fit a size 10.5 **** ***** shoebox inside. If need be, I can provide one of my many boxes for scale and take photos with them. June 18th after my refund was denied I spoke to someone who had reviewed the photos and apologized profusely and sent out a new order. Pickup arranged for the wrong, nasty item. An hour later my order gets cancelled. Now I cant get a human on the line for the life of me with the number they provided. I explained my birthday was ******* and I was leaving for a trip Sunday morning in which I needed the shoes. This has been an incredibly disgusting, time consuming and irritating process. I am out my shoes, my money, my gift card and my time.

  Business Response

  Date: 06/30/2025

  ********,thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to respond. I sincerely apologize for the condition in which your item was received. This does not reflect Nordstroms standards or the experience we aim to provide. We have processed your refund and shared your feedback with the fulfillment location. Please let us know if we can help any further. 

• 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:06/17/2025

  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 writing to formally notify you of a fraudulent account that has been opened in my name with Nordstrom/***********. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the unauthorized ******************************** Name: Nordstrom/TD Bank USA Opened Date: 3/4/2020 Account Number: **************** High **********************: $6,605.00 I respectfully request that you close this fraudulent account immediately and remove any related negative information from my credit report. I also ask that you provide written confirmation of the accounts closure and any documentation available regarding this fraudulent *********** support my claim, I have attached a copy of my Identity Theft Complaint for your reference.Thank you for your prompt attention to this matter.

  Business Response

  Date: 06/27/2025

  Dear Natasha Tamiko Coombs,

  Attached you will find our response to the complaint. Thank you!

  
  

• Initial Complaint

  Date:06/15/2025

  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.

  In January of this year, Nordstrom canceled my credit card for non-use even though the expiration date was 2028. As a result of this my credit score dropped over 50 points. This affected my interest rate on a new home mortgage. I contacted the company and spoke directly to management And they refuse to reinstate the card even though it was able to do so. Open a customer of theirs for over 40 years. And always paid my bills on time.

  Business Response

  Date: 06/20/2025

  Leif,
  we appreciate you taking the time to share your concerns and giving Nordstrom
  Card Services the opportunity to review and respond. I am including an attached
  response from our credit department and encourage you to connect with our
  credit team at 800.964.1800 should you have further questions or concerns. 

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23471922
  
  
  
  I am rejecting this response because: Nordstrom was able to reactive the account but refused to do so. I have been a loyal customer for many years and the there was no reason for them to deny re-opening the account as the expiration date on the card had 3 years before expiring. The result of their cancelling the card was a 50 point drop in my credit score. They did not email me about this situation but sent me a postal letter they sent me notifying me of this. I either did not receive this or it was not opened. I contacted their their legal department with no reply. They asked me through this dispute to contact their customer service number again which is fruitless since my previous communication left me without resolution. I do not want another card issued, I want a correction to the credit reporting agency that I did not default or was delinquent.
  
  
  
  Sincerely,
  
  
  
  Leif 

• Initial Complaint

  Date:06/13/2025

  Type:Customer Service 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 find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history.

  Business Response

  Date: 06/27/2025

  Kyle, we
  appreciate you taking the time to share your concerns and giving Nordstrom Card
  Services the opportunity to review and respond. I am including an attached
  response from our credit department and encourage you to connect with our
  credit team at 800.964.1800 should you have further questions or concerns.

• 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,
  
  **** ******