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:04/07/2025

  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 made two purchases from Nordstrom on March 26th and March 28th (Order #********* and Order #*********?Order#*********?Order#*********). However, Nordstrom returned both orders immediately upon delivery without allowing me to accept them. They sent an email containing a barcode labeled as the return number: R0020426119840402256, and the employee who processed the return was Ringing employee: ****** G,The issue is that I have not received the items from my ordered packages. Nordstrom has returned the parcels without my authorization. Consequently, I have neither received the products nor been issued a refund. My formal demand is to process a full refund for the entire order amount?Please issue a refund in the form of a new electronic gift card and send it to my email address (attached: Order #********* and #********* for reference

  Business Response

  Date: 04/16/2025

  *****, thank you for reaching out and sharing your concerns with us, allowing us the opportunity to respond. We understand your frustration regarding the non-receipt of your orders and the associated refund. Upon reviewing your request, we have determined that these orders were refunded in-store. Therefore, we kindly ask that you contact the store location with proof of purchase for the gift cards used in your order, as we are unable to proceed with your refund request. Acceptable proof of purchase includes images of the front and back of the gift cards, as well as the receipts for the gift cards used. We recognize that this may not be the resolution you were hoping for. Please understand that our decision is final, and we encourage you to work directly with the store regarding this matter. 

  Customer Answer

  Date: 04/17/2025

  The company claimed that the order had been refunded through the store, but did not provide specific refund vouchers (such as refund receipt records).
  

  According to consumer rights, merchants should proactively provide refund records.
  

  According to Article 3 of the Nordstrom Return Policy: "After the return review is passed, the refund will be returned within ***** working days." I have not received any form of refund so far (the gift card balance remains unchanged)
  Please provide the refund processing serial number and corresponding financial voucher.
  

  I have left ******** and have no time to go to the store. ****** *., an employee of your Nordstrom store, returned my package privately without my permission.
  And on 04/02/2025, I went to your store to pick up the package, but was told that there were no packages, which wasted my time. I suspect that the employee who returned the package has embezzled my refund.
  15 days have passed, and Nordstrom you still haven't given me a way to refund.

  Regarding the fact that your store privately returned my package, your Nordstrom store never gave me a reply to tell me the reason. The store manager also knew about this, but still did not respond. This is defrauding consumers

  And this refund is not my own wish. I hope to get the package.
  
  According to Section 5.2 of the Nordstrom Gift Card Policy: "Electronic gift cards can be sent via email to the registered account email address", we now require your company to issue the gift card corresponding to this refund directly to my registered email address ********************** instead of forcing me to pick it up in the store.
  

  Business Response

  Date: 04/17/2025

  *****, thank you for reaching out to us again to express your concerns. I understand your desire for a resolution. As previously mentioned, I recommend that you contact the store directly, either by visiting or by phone, and provide them with the physical proof of purchase for the gift cards. The store has issued you a receipt, so I strongly encourage you to connect with them at your earliest convenience, as they are the only ones who can assist you with this matter. 

• Initial Complaint

  Date:04/05/2025

  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 used my Nordstrom **** Credit card to buy 2 Fitflop slippers from Nordstrom Rack Purchased online order number522025719. shortlyafter I bought them and used them at home only they started tearing and caused me to trip over several times nearly severely injuring me they are completely torn up now and not usable. I have slippers of other brands i bought from other storesthat I have been wearing for over 20 years and they do not have any issues or tearing or tripping me or *********** friend told me today I should call Nordstrom customer care to get my full refund of $63.54, I called but they refused to take accountabilityfor selling me bad merchandise.

  Business Response

  Date: 04/09/2025

  *****,thank you so much for reaching out and sharing your concerns with us. We truly appreciate the opportunity to assist you. We're deeply sorry to hear that the fit flops didn't quite meet your expectations. We've processed a refund for them, which your bank should release within 3-5 business days. Just a friendly reminder for the future: any items purchased at Nordstrom Rack that dont meet your needs or arent up to your standards can be returned for a full refund within 40 days of purchase. Items must be returned in their original packaging,including hangers, hang tags, dust bags, eyewear cases, shoe boxes and gift boxes when applicable. Items must not be worn, altered or damaged. Thanks again for your understanding!
  

  Customer Answer

  Date: 05/27/2025

  Wonderful news l just looked for it and found it for $63.54, i did not notice it before today. Thank you so very much 
  

  
  

• Initial Complaint

  Date:04/04/2025

  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.

  My order number is ********* Order date 03/10/2025 Deliver with *** but never received I contacted Nordstrom about my order never received and was told its nothing they can do about my order. I spent $294 for children 2 piece outfit and boxers, I suppose to received 15 items in my order . *** never came to my house and I would like my package to be investigated and a refund or my items redelivered.

  Business Response

  Date: 04/09/2025

  Othesha,thank you so much for reaching out and sharing your concerns with us. We really appreciate the chance to help you. We're truly sorry to hear that you haven't received your package and understand how disappointing this must be for you.Our delivery research team looked into this thoroughly and found that the order was marked as successfully delivered. We also noticed that you filed a dispute with your bank. At this point, the bank will work directly with our financial team, and your bank will be in touch with you regarding their findings. During these investigations, we're unable to process any transactions. Just a heads-up: the decision made between Nordstrom and the bank will be the final outcome of this investigation. For any updates, please feel free to reach out to your bank regarding the dispute.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23162624
  
  I am rejecting this response because: a manager from Nordstrom told me in order to get my money back I had to close to dispute with the bank, the bank closed out my dispute and then Nordstrom told me its nothing they can do. They want me to close out the dispute knowing they wasnt going to help me, now every time I called Nordstrom to find out about my package or money and the get my order number then all or a sudden the call ended, they keep hang up on me when I called. ******* said the dispute already closed out on their part so I have to work with Nordstrom. My package was never delivered, its a scam somewhere, I also have cameras at my house and it never showed a ups person at my house, I also send the footage to Nordstrom, I need my money back directly from Nordstrom because on the bank end its no dispute. And Nordstrom know that. 
  
  Sincerely,
  
  Othesha *****

• Initial Complaint

  Date:04/04/2025

  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 returned two items to Nordstrom's that were defective Nordstrom's is one of my favorite stores I buy all my nice clothes from them I've been shopping for with them for a long time and I really enjoy them I have been I returned two items and they were processed on February 14th to a debit card that does not exist the account does and the money bounce back to Nordstrom's on February 12th and they're saying I have to wait 8 weeks if that I contacted I I contacted consumer finance in the OCC citizens never received the money I told Nordstrom's they said it doesn't matter it's going to take 8 weeks for you to get it back they're holding my money a company that I love shopping with order number *********** the other one is *********** Nordstrom's in honorable company it's just whoever's handling this is being inefficient please fix this and so I continue to shop with Nordstroms

  Business Response

  Date: 04/11/2025

  Dear ***** ********,

  Our records indicate this was resolved by our customer care team. Please don't hesitate to reach out with any additional questions.

  
  

  Customer Answer

  Date: 04/12/2025

   
  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:04/04/2025

  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 returned two orders to ************************ via ****. Unfortunately, I mixed up the **** return shipping labels. I called customer service to explain and they documented everything. The order numbers are below and both were returned and received by ************************. Order #********* Propet Sneakers Order #********* Caslon Sweatshirt Jacket Their delivery research department is refusing to refund both orders even though they were received. The delivery research department is overseas and has given me the runaround in the past. They are terrible. They also owe me a $10 Nordy Note used to purchase the Propet sneakers.

  Business Response

  Date: 04/08/2025

  ****, thank you so much for reaching out and sharing your concerns with us. We truly appreciate the chance to assist you. Im happy to let you know that a refund has been issued for both of your orders. If you have any more questions or need further assistance regarding these refunds, please feel free to give us a call at ************. We're here to help!

• Initial Complaint

  Date:04/03/2025

  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.

  Order#********* I placed an order for a ***** ****** slim knit pants in the amount of $89.88. I never received the package. If you look at the ****** delivery photo and delivery it clearly states delivered to ********** and I live in sunrise. It's clearly a different city than where I live. There should be no issue with refunding me. I first ask for a reshipment but the agent said the item was out of stock. This is not like a recurring issue this is the first time Ive ever shopped with Nordstrom. I received an email that my refund was denied. The problem speaks for itself. This is in my favor. I don't even live in an ************. They clearly delivered to a different place not my GPS coordinates. I want a refund. This is not my problem and I should not have to deal with this problem. I paid for the item and I never received it. There is enough evidence to clearly show It was misdelivered. First time doing business with Nordstrom and last.

  Business Response

  Date: 04/08/2025

  ****,thank you so much for reaching out and sharing your concerns with us! We truly appreciate the opportunity to respond. We're deeply sorry to hear that your package hasnt arrived, as this is definitely not the experience we want for our customers. After a thorough review with our Delivery & Research team,we found that the package was confirmed as delivered, so we wont be able to process a refund for this order. If theft is a concern, we recommend filing a police report for your protection. If you have any more questions, feel free to continue the conversation with our financial services team via email, or you can give us a call at ************.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23156971
  
  I am rejecting this response because:

  no package was ever received we will challenge the gps coordinates in small claims court along with actual proof residence house is not what is shown.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/03/2025

  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.

  I purchased a Coach purse from Nordstrom online on March 28, 2025. I received the package in the mail on April 2, 2025. The tape was all ripped off the side, and when I picked it up the package felt extremely light. Upon bringing it inside I opened it and there was nothing inside. I immediately contacted Nordstrom customer service and attached pictures and was told I would hear back within 24 hours. I just received an email saying my request for refund was denied with no further information. The purse was quite expensive, and as I did not receive it, Im pretty upset with this customer service experience.

  Business Response

  Date: 04/07/2025

  *****, thank you so much for reaching out to us! We're deeply sorry to hear about your concerns regarding your package. It must have been quite unsettling to discover that someone tampered with it. We took your complaint seriously and worked closely with our Delivery & Research team to look into the matter. After a thorough review, we've decided to uphold their decision regarding the refund, as we have confirmation that the package was delivered. We understand how frustrating this situation can be, and we recommend filing a police report, as it seems theft may have occurred. If you have any further questions, feel free to continue the conversation in the email thread with our financial services team, or give us a call at ************. 

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23155182
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/02/2025

  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.

  Even though the ************************** system did not let me pick discrimination, this is the basis of my complaint. I have been a Nordstrom credit card holder with a high credit limit. my balance used to be high and i was determined to bring my balance down to nearly having an available balance of almost ***** out of my ***** credit limit. Every month i would pay nordstrom $200 on my bill instead of the minimum payment. as soon as they noticed i was using my card again without me defaulting on my payment, they just out of nowhere chop my credit limit! That is not fair! Those actions against me affect my credit limit big time! If i am ***** right by them all the time, why would they do that!

  Business Response

  Date: 04/23/2025

  *********, thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to respond. I have attached the response from Nordstrom ************* for your review. Should you have any further questions or concerns regarding their response, please feel free to contact them at **************.

• Initial Complaint

  Date:04/02/2025

  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 recieve an empty package from ********* and I have the evidence that it was empty when I recieve it but they do not refund me

  Business Response

  Date: 04/08/2025

  ****** ****, thank you for reaching out and expressing your concerns. I sincerely apologize for any inconvenience caused by the delay in receiving your item. It is never our intention to disappoint our customers.Upon reviewing your concerns, I am relieved to learn that you have received your item, and I also acknowledge that you have returned it in store. Please feel free to contact us if there is anything further, we can assist you with. 

• Initial Complaint

  Date:04/01/2025

  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.

  This was a purchase made from Nordstrom Rack, the means of delivery they chose was CDL. I never received the package, I don't have it, it was never delivered but it was fraudulently reported as delivered.

  Business Response

  Date: 04/11/2025

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

  Our records indicate this was reviewed by our customer financial services team and a full refund was issued.

  Customer Answer

  Date: 04/17/2025

  Good evening,  
  Please close case #********. ************************ has resolved the issue.
  
  Thank you 
  ******* Nelson