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

  7883 N Blackstone Ave Fresno, CA 93720-4307

• 

  Nordstrom

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

• 

  Nordstrom

  1651 Arden Way Sacramento, CA 95815

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:04/19/2025

  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.

  I bought a **** Saint ******* The Slim Velvet Radical Matte Lipstick(311 RELEASED NUDES) on Nordstrom. Transaction date is 4/18/2025, and I received the package on 4/20/2025. The grand total of payment is $25.86.However, they sent me a totally wrong item, a Dior beauty. I asked them to replace a correct item for me, but they refused due to it is sold out. So I suppose they are cheating me because they sent me a wrong item. In this case, I asked them for a full refund without item return as a compensation. They refused again and asked me to return the wrong item otherwise they will not refund me.Due to their mistake, now I need to pay more for it on other websites. In this case, I request to get a refund without return as a compensation.

  Business Response

  Date: 04/28/2025

  **** we're really sorry to hear that you received the wrong itemit must have been quite disappointing! Our Care Team is here to help and has offered to exchange the item or assist with a return. I completely understand your concerns about the inconvenience and the desire to keep the item while receiving a refund, but unfortunately, we can't accommodate this request.However, wed be more than happy to arrange a ***** pickup for you if you'd like, and once we receive the item back, we can process your refund. In the meantime, wed love to help you place a new order for the lipstick at the sale price! If you're interested, just give our Care Team a call at ************. 

• Initial Complaint

  Date:04/18/2025

  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.

  On April 8, 2025, I placed an order with Nordstrom (Order #*********) totaling $365.70 in preparation for my upcoming birthday on ********. The business committed to delivering all items in the order to my residential address. While the carrier marked the package as delivered, I never received one of the key items. I reached out to Nordstroms *************************** to report the missing item and request a replacement or refund. Despite multiple contacts and explanations, Nordstrom denied my claim based solely on delivery confirmation. I have since received two rejection emails and have been told they are unable to offer a refund or even a courtesy credit. I am filing this complaint in hopes of receiving a fair resolution, either through a refund or replacement, without having to dispute the charge through my bank.

  Business Response

  Date: 04/30/2025

  Shevena,we are deeply sorry to hear that your item was not received. I can imagine how frustrating and disappointing that must be. While we do our best to ensure every package reaches its destination, sometimes issues can occur after they leave our facility. I want to let you know that refunding or replacing items reported as not received is at Nordstrom's discretion. Our Delivery Research department has completed their internal investigation, and unfortunately, we wont be able to process a refund or replacement this time. If you choose to file a police report, we can provide information once we receive a subpoena from the investigating officer. I truly wish I had better news for you. If you would like to discuss this further, you may reach us at ************.

• Initial Complaint

  Date:04/13/2025

  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 did not make this purchase at Nordstrom and Ive tried to contact the merchant about it and theyve refused to refund me my money, this is bad be a I did not make this purchase and theyve been giving me the runaround since ive contacted them about this purchase!!!! I would like an immediate refund for the transaction I did not proceed with!!!!! Below is a picture of the transaction I did not make and woukd like an immediate refund for. Its been entirely to long, how did they even get my card number

  Business Response

  Date: 04/22/2025

  Dear ******** **********,

  We are sorry to hear that there was a fraudulent purchase on your account. Our recommendation would be to file a dispute with your bank. 

• Initial Complaint

  Date:04/13/2025

  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 purchased 3 pairs of shoes, 2 hats and a pair of shorts from Nordstrom rack (online) on March 3rd, 2025. My projected delivery date was about a week away but my package was allegedly delivered by *** on March 5th at 7:05am. They provided a photo of the package in front of my building. When I got home later that day, I didnt see any packages. The following day I noticed that my Nordstrom Rack package had been delivered early (the previous morning) so I went outside to look for it and nothing. It wasnt where it was in the delivery photo, wasnt in either of our mail rooms, nowhere to be found. I contacted my building to see if any cameras point at where it was delivered and they didnt. I contacted Nordstrom Rack and they told me they would review my refund request and get back to me. Then I got an email from them saying that my refund request was declined. I contacted them again, multiple times, and they told me that because I had an item (one item from one other order) not show up and get refunded in the past that they couldnt help me this time. The missing package had most of my order in it- everything except the **** shorts. Those were shipped separately and I did receive that second package but it wasnt the size XS shorts I ordered, it was a weird plus size top from the same brand I believe. You could fit two of me in there. They did refund that part of the order.. great. But the 3 pairs of shoes and 2 hats that I NEVER RECEIVED.. they want me to pay for. All together I spent $1,200 there in 2024. Thatll be the last time I order anything from them, thats for sure.

  Business Response

  Date: 04/23/2025

  Dear **** ****,

  We are very sorry to hear that you did not receive the contents of your package and for the disappointment caused during the review of your claim. Our delivery research department have communicated with you that we will not be able to move forward with a refund or replacement following the results from our internal investigation. If you have not already done so I would advise filing a police report. Once the investigating officer contacts us with a subpoena, we will be able to release the details of our investigation and any other details we have gathered regarding the delivery.

• Initial Complaint

  Date:04/11/2025

  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.

  On 4/9/25, I returned to Nordstrom at *************** in DE to complete a refund for a perfume tied to a prior complaint involving mistreatment. Associate Kyliealso involved in the original incidentrefused to process the return and sent me upstairs. **************** confirmed this was incorrect. *****, the associate/manager upstairs, said he was aware of the situation with this transaction, which felt biased and inappropriate, especially in front of staff and customers. He then refused to issue the refund unless it was put on a gift card, despite my receipt showing $460 was paid in cash. I showed both receipts. There was no valid reason to deny a cash refund per Nordstroms own policy. I asked for a manager and was told ****** was not on site. I stood in-store on hold with Nordstrom customer service before the call disconnected without follow-up. I was made to feel as if I had done something wrong. This is now the third incident, and it reflects a pattern of dishonesty, poor training, and mistreatment.

  Business Response

  Date: 04/15/2025

  Thank you forwarding this concern to our attention. **************** is a top priority at ********************. We have a process for handling situations such as this and ****** ******** is the appropriate point of contact. Weve completed a thorough investigation into what transpired and understand the customer has received a full refund for the open item she returned.  

• Initial Complaint

  Date:04/11/2025

  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.

  I placed an order for a ***** ****** Purple Label hoodie (size medium) on March 10, 2025. The item that was shipped to me was the wrong item. I received a ***** ****** Purple Label hoodie (size medium), but with the completely wrong design on the front. I immediately requested a return and shipped the product back with the reason as "wrong item." The total for the item was $476.59. The item that I received was the SAME item I received directly from Nordstrom. I placed a dispute with my credit card company but Nordstrom is refusing to issue the refund and saying it was not a Nordstrom item that was returned. PLEASE look into the item history to figure out where this item came from and find pictures of it before it was sent to me. You will find that the item I returned is the exact item that was shipped to me!!

  Business Response

  Date: 04/16/2025

  *****,that sounds really frustrating. Thank you so much for bringing your concerns to our attention; we truly value the opportunity to help. I'm deeply sorry to hear that you were disappointed. Weve processed your refund, and we kindly ask that if you receive an incorrect item in the future, you return it in-store or give our Care team a call. This will help us document everything for you. We really appreciate your understanding!

• Initial Complaint

  Date:04/10/2025

  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.

  I purchased some cosmetic items from Nordstrom and one of the item( perfume) was missing when i received the package, I contacted them, they said the item left the facility and says delivered to the customer, so they were not responsible for the lost of the item. I am very disappointed how they handle the issue, called the customer service couple of times they reject to solve the problem. I need a refund for the item that i paid for and never received. Thank you so much in advance !

  Business Response

  Date: 04/16/2025

  Miray, we sincerely apologize for the inconvenience of not receiving your item. A refund in the amount of $ ****** has been processed.Your bank should release these funds within 3-7 business days. To avoid similar issues in the future, we recommend considering an alternate shipping address or utilizing our in-store pick up option for any future Nordstrom orders. These options can be selected during the online checkout process or by contacting our customer service team at ************. If these alternatives are not feasible,we advise utilizing the safety measures provided by our carriers to ensure a secure delivery. Additionally, we recommend filing a police report for any stolen packages, as we are unable to guarantee refunds or replacements in such cases.

• Initial Complaint

  Date:04/08/2025

  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.

  I purchased a designer handbag from Nordstrom through their website using ****** Monthly. When the item arrived, I immediately noticed several red flags suggesting it may not be authentic. The branding on the inside of the bag did not match the standard YSL logo (I own multiple authentic YSL bags), and the item arrived without standard packaging, such as a branded box or dust bag. As a result, I returned the item using the prepaid shipping label Nordstrom ******************* confirms that the return package was successfully delivered to Nordstrom. When I followed up with their customer service, I was told that the item was received but was subsequently lost in their facility, and because they cannot confirm what was in the package, they are refusing to issue me a refund.I escalated this through ******, who denied my claim, but I have provided all necessary documentationincluding tracking confirmation, a comparison image showing the branding discrepancy, and a screenshot of the original product listing. I followed all return instructions precisely and acted in good faith.Nordstrom has acknowledged receiving the return but refuses to process a refund due to an internal issue on their end. I am simply asking for a refund or store credit for the item I returned. Their failure to take responsibility for a lost return is both unreasonable and unethical.

  Business Response

  Date: 04/16/2025

   *****, thank you for contacting us and expressing your concerns. I sincerely apologize for the inconvenience caused by the delay in processing your handbag refund. We have now issued the refund, which will be credited back to your ****** account. If you have any further questions or concerns, please do not hesitate to reach out to us at ************. 

• Initial Complaint

  Date:04/08/2025

  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 filing this complaint because my credit report contains unverified accounts that I do not recognize. These accounts have been added under my name without my authorization, and I strongly suspect they are linked to a data breach or reporting errors. This is a direct violation of my consumer rights under the ****, and I demand immediate corrective action.The following account(s) require verification:Company Name: NORDSTM/TD Account Number: ************ Reported Balance: $2,405.00 Despite my repeated attempts to obtain verification, I have yet to receive any legitimate proof that these accounts belong to me. The **** (15 U.S.C. 1681g) mandates full transparency, and I demand proper documentation, including original account applications and signed agreements. A vague response stating that the account has been "verified" will not be accepted.If no such documentation exists, these accounts must be removed immediately under FCRA Section 611(a)(5)(A)(i), which mandates the deletion of unverifiable information. Additionally, I will escalate this complaint to the BBB and other regulatory agencies to address these blatant reporting failures.

  Business Response

  Date: 04/18/2025

  Dear ******* ********,

  Attached you will find the response to the complaint. Thank You

• Initial Complaint

  Date:04/08/2025

  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.

  on March 24 2025 I ordered my mom a birthday gift from Nordstrom and I had it gift wrapped, I picked the boots up the next day ( mind you they were gift wrapped) on our birthday celebration when my mom opened the box to our Suprise it was not what we ordered, I called Nordstrom customer service and the *** said just to return them, I checked the website and the boots were not going to be available until April 7th, I went to Nordstrom today (4/8/2025) and first it seemed like I was being told I already returned the boots and they had given me back my money, then the manager called customer service and said the person who packed my order mixed it up with another order and my order went to another state, they offered to re-order my boots (which they did) however I do wish for a price adjustment for my inconvenience and my mother's birthday being ruined and I was not offered anything but a hard time

  Business Response

  Date: 04/17/2025

  ******, thank you so much for reaching out and sharing your concerns with us. We truly appreciate the chance to respond. Were deeply sorry to hear that we let you down, and it was never our intention to disrupt your special family moments. We understand how important these times are. While were unable to offer compensation, we believe the best way to address service issues is to ensure they dont happen again. However, we would love to reimburse you $40 for the gas you spent traveling to Nordstrom. This will be applied to the **** card you used for your order. Thank you for your understanding! 

  Customer Answer

  Date: 04/17/2025

   
  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,
  
  ****** *******