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

  1701 Preston Rd # D1 Plano, TX 75093-5146

• 

  Nordstrom

  600 Westfarms Mall Farmington, CT 06032

• 

  Nordstrom, Inc.

  PO Box 6555 Englewood, CO 80155-6555

• 

  Nordstrom, Inc.

  FRANKLIN MILLS MALL PHILADELPHIA, PA 19104

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:03/31/2025

  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.

  My credit card application was denied and they send me grand total of 5 letters to my address and wouldnt appeal the decision I Explain to them that they never called me and verified my application because I had a fraud alert and the supervisor was rude to me and I recently paid off a charge off account and they never send me a payoff letter and lied about it they also pulled my credit report twice and refused to remove the extra inquiry off my credit report the application number is ************* and the application was denied because the company couldnt verify the information on the credit bureau and all my information is updated

  Business Response

  Date: 04/17/2025

  Hello,

  This is currently being researched by our team and we should have an update within the next few days.

• Initial Complaint

  Date:03/30/2025

  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.

  Dear BBB Team,I am writing to formally file a complaint against Nordstrom and CDL for failing to resolve an undelivered package issue.Regarding the package with tracking number ************ of Order#********* , the shipping status was updated on March 12, 2025, at 12:36 PM as Package Scanned At Delivery (marked "Delivery complete") to Bear, DE. However, I have not received the package to date.Upon reviewing the surveillance footage from that time period (attached for reference): -Only an Amazon delivery personnel was presentno CDL courier was observed. -The "proof of delivery" photo CDL provided does not match the actual conditions at the time of the claimed delivery. Our surveillance footage clearly shows that: No large accumulation of packages were piled up at the doorstep during the stated delivery time (contrary to CDL's submitted photo);The scene in image does not correspond with our recorded footage.Despite multiple attempts to contact both Nordstrom and CDL, they have refused to locate the missing package or issue a refund. This is unacceptable.I demand immediate action:-Nordstrom must refund the full amount of $498, or -CDL must locate and deliver my package without further delay.Please assist in ensuring a fair resolution. I appreciate your attention to this matter.Sincerely,******

  Business Response

  Date: 04/08/2025

  Dear ****** ABMQX,

  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:03/28/2025

  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.

  NORDSTROM/TD BANK USA ACCOUNT no.: ************ DATE OPEN: 12/01/2017 BALANCE: $587.00

  Business Response

  Date: 04/10/2025

  *******,thank you for reaching out and expressing your concerns. We appreciate the opportunity to address them. Please find attached the response from Nordstrom ************** If you have any further questions or concerns regarding their response, we recommend contacting them directly at ************** for the quickest assistance.

• Initial Complaint

  Date:03/28/2025

  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.

  This is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter.NORDSTM/TD ACCOUNT no.: ************ DATE OPEN: 06/01/2022 BALANCE: $1,786.00

  Business Response

  Date: 04/03/2025

  ******,thank you for reaching out and expressing your concerns. We appreciate the opportunity to address them. Please find attached the response from Nordstrom ************** If you have any further questions or concerns regarding their response, we recommend contacting them directly at ************** for the quickest assistance.
  

• Initial Complaint

  Date:03/28/2025

  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.

  To Whom It May Concern,I am writing to formally dispute the delivery of an item I ordered from Nordstrom Rack. After receiving a confirmation that my order had shipped, I was later informed via email that the item had been delayed. When I attempted to track the package using the tracking number provided, the tracking page displayed a message stating: We are unable to complete your tracking request.Eventually, I was able to access tracking updates; however, due to inconsistent and inaccurate shipping information, I was out of town on a delivery job when the item was reportedly delivered. I arranged for someone to retrieve the package in my absence, but the package was not at my residence. Additionally, the proof of delivery image provided by *** is blurry and appears not to show my unit at all.When I contacted Nordstrom Rack regarding the issue, I received the following response:"Unfortunately, we are unable to process your refund request. If you have any questions or concerns, please contact us at ***************************************************************."Given the circumstancesincluding the delayed and confusing tracking information, the questionable delivery image, and the failure to receive the itemI respectfully request that this matter be further investigated and that I be issued a refund.Sincerely,

  Customer Answer

  Date: 03/28/2025

  Dear ****** R, Thank you for your response regarding my recent complaint. I would like to clarify that this is not a duplicate dispute. My previous complaint was filed against Nordstrom, while this current complaint is specifically regarding Nordstrom Rack. These are two separate entities with distinct operational practices, and the issues I am addressing now are solely related to my experience with Nordstrom Rack, which I have never previously filed a complaint about. Given this distinction, I respectfully request that this complaint be reconsidered and processed as a new and independent matter. I believe its reasonable for consumers to have the right to voice concerns about different branches or subsidiaries of a company, especially when they operate under different service models and experiences. Please let me know if you need any additional information to support this clarification. Sincerely, ****** ******* complaint #********

  Business Response

  Date: 04/07/2025

  ******, thank you so much for reaching out to us! We're deeply sorry to hear about your concerns with your package. It must have been quite unsettling to find that it was missing after delivery. We take your feedback seriously and worked closely with our Delivery & Research team to get to the bottom of this. After a thorough review, we've decided to uphold their decision regarding the refund, as we have confirmation that the package was delivered. We completely understand how frustrating this situation can be and recommend filing a police report. Additionally, shipping your items to the store might be a safer option for your packages. If you have any more questions, please dont hesitate to continue the conversation in the email thread with our financial services team or give us a call at ************.

  Customer Answer

  Date: 04/08/2025

  Thank you for your response, but I would like to address a key concern that has yet to be resolved. Youve stated that the package was delivered; however, I have not seen any proof of delivery that adequately addresses the specifics of the situation.

  To clarify, I need a picture that shows the package at my correct apartment unit, with clear visibility of my apartment number, address, and the package itself. Until such proof is provided, I cannot accept the claim that the package was successfully delivered.

  I have already provided my proof of the situation, which indicates that I did not receive the package. Now, I respectfully request that you provide the necessary documentation to substantiate your claim.

  I look forward to your prompt response.

  Best regards,
  ******

  Business Response

  Date: 04/09/2025

  ******,thank you for reaching out to us again! I completely understand your concerns about not receiving your itemthat's definitely frustrating. We want to help you resolve this matter. However, as mentioned before, we won't be able to issue a refund since your item was delivered. Weve provided the *** visual proof of delivery, and we still recommend filing a police report, as it seems theft may be involved. You can also take a peek at your delivery on the map through **** We truly apologize for any disappointment this decision caused, as we know its not the outcome you were hoping for. We appreciate your understanding that this decision is final. If youd like to discuss this further, please feel free to give us a call at ************. 

  Customer Answer

  Date: 04/09/2025

   Complaint: 23128822
  

  Dear ***************** Representative's Name],
  Thank you for your response and for acknowledging my concerns. However, I must respectfully disagree with the decision to deny a refund or reshipment.
  While I understand your reference to the *** visual proof of delivery, I want to point out that just because *** claims the item was delivered does not guarantee it was actually received by me. There have been instances where packages were marked as delivered but not physically received, or were delivered to an incorrect address. In this case, I have thoroughly checked my surroundings and have not received the item, and I believe this may be an error on the part of *** or a case of misdelivery, not theft as suggested.
  

  Additionally, I find the recommendation to file a police report somewhat premature, especially when we have not yet exhausted all potential resolutions with your team. Filing a police report may not be necessary if we can resolve this situation by either reshipping the item or issuing a refund.
  I would like to kindly request that you reconsider my case based on these points. I am more than willing to provide any additional information or cooperate in any way that can help resolve this issue promptly. It is my expectation that either a refund or reshipment should be provided, as I did not receive the product I paid for.
  

  I look forward to hearing from you soon with a more favorable solution to this matter.
  Sincerely,
  ******
  

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

• Initial Complaint

  Date:03/28/2025

  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 second-hand, authenticated Rolex watch from Nordstrom Rack between 2014 and 2015. Given Nordstrom's reputation, along with the certificate of authenticity provided by Swiss Watch Appraisers at the time of purchase, I had no reason to doubt the authenticity of the watch. I confirmed the serial number and wore the watch without issue until March 2025.Recently, I noticed the watch was no longer keeping accurate time and took it to the Rolex store at ***************** in *************, ** for repair. They directed me to their service center, where I dropped off the watch on March 9, 2025. I was informed that ***** would inspect the watch and provide an estimate. However, on March 14, 2025, I received a call stating that ***** had refused service because the faceand potentially other partswere counterfeit. ***** declined to inspect further to determine if additional components were inauthentic.I immediately contacted Nordstrom Rack customer service, but I was asked for an order number for a purchase made over a decade ago. When I explained that I did not have this information, I was told that Nordstrom has no way of retrieving records from that far back and that nothing could be done. I then requested to escalate the matter to someone with more authority, but I was instead directed to email **************************************************** which I did on March 14, 2025. To date, I have not received any acknowledgment or response.I am deeply disappointed that I was sold a watch that is at least partially counterfeit, despite receiving a certificate of authenticity from a Nordstrom Rack-authorized seller. I expect Nordstrom to take responsibility for this issue. I request that Nordstrom either replace my watch with a fully genuine Rolex or arrange for the inauthentic parts to be replaced with authentic Rolex components.I look forward to your prompt response and a resolution to this ********* the way, the Cartier watch I bought from Nordstrom is in fact authentic.

  Business Response

  Date: 04/04/2025

  Dear **** ******,

  We would be happy to look further into this but we will require the proof of purchase information. Either a receipt or the order number of your purchase will work.

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 23125806
  
  I am rejecting this response because:

  As I mentioned in my original complaint, this purchase was made 10 to ************************************************** receipt  given that I purchased this watch from Nordstrom Rack, and a certificate of authenticity was included, I only kept the receipt for a year.  
  

  I was requesting that the business look back on my records to locate the purchase.

  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/26/2025

  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 just received a pair of shoes that were badly damaged by the local store where they shipped from. This is the second time I've ordered shoes from ************************ that have been poorly damaged with Nordstrom refusing to rectify the situation or offer any kind of make good.I've attached, for context, the email thread for orders ********* and ********* (from December 17, 2024) where I'd received two different damaged shipments of the same shoe. As they were the last pair of the shoe on both the ************************ and the manuafacturer's website, I requested a discount on the shoe since one pair wasn't as badly damaged and I was willing to keep them since they were the last pair available. Nordstrom customer service declined to discount the shoe and took no accountability for sending me damaged ***********, the shoes from order ********* arrived and they are in terrible condition. They're also missing the dust bag that comes with all ****** ******** shoes. As you can see by the attached images attached to the email, whoever packed these shoes stuffed them into a box that was too small for the shoes. If this were the actual box they belonged in, the shoe details would be on the side of the box. For reference, I've found a listing from another retailer of the same shoe but a different color to show what the shoes and box sould look like in new condition. I couldn't even fit the shoes I received back into the box I was sent to take picture of the ********* a result of the poor packing, the tongue, toe box and side of the shoe were badly folded and creased. Since this is a metallic leather, you cant smooth out the crease and once its folded, its stuck that ****** this is the last pair of this shoe and cannot be replaced, I'm requesting at minimum a 60% credit, if not full comp since this 1. these shoes are incredibly damaged and missing critical components (the dust bag) and 2. this is the second time I've received shoes that were damaged by Nordstrom.

  Customer Answer

  Date: 04/04/2025

  Hi ******, so I tried calling & left a couple voicemails for you. It has come to my attention that my complaint was made against the wrong company. ********* was only related to the marketing side of my website not the website itself. And they fully cooperated with me & fully refunded there portion back in January. I apologize for the confusion on my end, I wasn't aware that I had been working with 2 seperate companies at the time, and would like to ***************'s name in regards to my review effective immediately.   
  
  Thank you,
  ****** LaPlante 
  

  
  

• Initial Complaint

  Date:03/24/2025

  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.

  Dear Better Business Bureau,I am filing a formal complaint against Nordstrom regarding their refusal to issue a refund for my returned order, totaling $1,798. Despite my compliance with their return process, Nordstrom has failed to take responsibility for the lost package and is unjustly withholding my money.The items from order #********* were returned in their original, unused condition with tags and packaging intact. I used Nordstroms provided return label (tracking number #************), and the tracking confirms that the package was delivered to their facility months ago. However, Nordstrom claims they are unable to locate it.After extensive communication, they continue to deny my refund, blaming the issue on the courier while refusing to investigate further. As a customer, I fulfilled all my responsibilities, and it is entirely unreasonable for Nordstrom to refuse a refund based on their internal mishandling.This has been an incredibly frustrating experience, and I feel that Nordstrom has acted in bad faith. I am seeking the immediate refund of $1,798 and a fair resolution to this matter. I appreciate your assistance in holding Nordstrom accountable.Thank you for your time and support.

  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 you haven't received a refund for your returned items. After checking with our Delivery & Research team, it seems that the fulfillment center hasnt received your items yet, which is why we cant proceed with the refund at this time. We also noticed that youve initiated a dispute with your bank. They will be working alongside our financial team to look into this matter further. Once a dispute is opened, were unable to issue any refunds to avoid any complications. The final decision will be based on the resolution between Nordstrom and your bank. For any updates, we suggest reaching out to your bank directly regarding the dispute youve filed. 

• Initial Complaint

  Date:03/23/2025

  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 a pair of ***** 55mm *************** Glasses a carrying case included. I received the order in a Bottega Veneta box with all Bottega paperwork. I have no paperwork to validate the authenticity of my product. I call customer service and spoke with Jahann who stated my only option is to return and reorder. I let him know that was not an option for me because I am having my prescription lenses out in on Friday. I asked him why they could not just send me the missing case. He stated no so I asked to speak with a supervisor. He transferred me to *** who is not a supervisor but a team lead. I asked her the same thing cant I just get my missing case that should have come with my purchased item as stated on the website when my order was placed. She also stated no because they dont have and extra cases laying around. I questioned if they have the glasses then where is the case. I explained that its very bad customer service and that they could have sent me any case but the sent a hard cardboard box. I cant carry my glasses in my purse in a box. I asked to speak with a actual supervisor or manager her response is that she will request it and I should get a call back on the next business day. I hope they do and this issue can be resolved. All I want is my case they was advertised as included with the purchase.

  Business Response

  Date: 04/01/2025

  Kquona, thank you so much for reaching out and sharing your experience with us. We really appreciate the opportunity to respond. I'm truly sorry to hear that your shopping experience with Nordstrom wasn't the best.Its unfortunate that your item didnt arrive with the proper eyeglass case. On a positive note, I'm glad our Care team was able to issue a manual refund since we didn't have the original eyeglass case and couldnt provide a replacement.If you have any more questions or concerns, please feel free to connect with our Care Team at ************. Were here to help!
  

• Initial Complaint

  Date:03/23/2025

  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 took the following actions but was not given a fair ***************** Communication with Nordstrom ************** I contacted Nordstrom ************* to address the inaccurate reporting of my account as "managed by a financial counseling program." Despite providing evidence that the account was paid in full directly by me, Nordstrom maintained that the reporting was accurate.?Formal Dispute with **********: Subsequently, I filed a dispute with **********, challenging the inaccurate reporting. ********** investigated and responded that Nordstrom/TD Bank verified the information as accurate, indicating no correction was necessary.?Consultation with **************************** I consulted with the financial counseling agency previously involved, and they provided a letter confirming they no longer manage my Nordstrom account, supporting my position that the account is not under their management.?Review of Similar Account Resolution: I reviewed another account with *******, also a store card, which was paid in full directly by me. In that case, the "managed by a financial counseling program" comment was removed, highlighting an inconsistency in reporting practices.?Additional facts: I never was dishonest with Nordstrom I didn't lie on my initial credit application. I did not ever fail to make a payment. Nordstrom agreed to financial counseling program terms. I never missed a payment to them. I know there are no usury laws on exorbitant interest rates but 36% made it next to impossible to pay my balance to zero without asking for a reduced rate of 9%. I paid the debt it full with interest. The debt is no longer "Managed by debt counseling service" but they will no remove the comment and have affirmed it as accurate counter to the truth.

  Business Response

  Date: 04/10/2025

  ********,thank you for reaching out and expressing your concerns. We appreciate the opportunity to address them. Please find attached the response from Nordstrom ************** If you have any further questions or concerns regarding their response, we recommend contacting them directly at ************** for the quickest assistance.