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

  1600 Stoneridge Mall Rd Pleasanton, CA 94588-3246

• 

  Nordstrom

  600 Westfarms Mall Farmington, CT 06032

• 

  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:12/13/2022

  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.

  Ordered a Christmas gift online at Nordstrom. Package was supposed to be delivered via LSO. LSO has not updated proper tracking information. Finally, when tracking information was updated it keeps showing as delivering today for the last six days. There are numerous complaints about them online doing this and actually stealing packages. Ive tried to call four numbers and all were out of service or stated they dont have service reps. I contacted via email and submitted a form online and still have not heard back. At this point I believe my package was stolen and my items will not be delivered. However, because it keeps saying it is out for delivery Nordstrom cant help me either. Im now out of money and mail.

  Business Response

  Date: 12/23/2022

  We're so sorry that the package was never delivered and understand your frustrations. We do see that a refund was issued for the package on 12/21/22 and it will post to the original form of payment in a few business days. Our apologies again for any disappointment caused.

• Initial Complaint

  Date:12/13/2022

  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.

   
  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,
  
  ***********************

  Business Response

  Date: 12/20/2022

  ***** thank you for giving me the opportunity to look into this for you. I am so sorry you did not receive your package. I can only imagine how alarming it was to receive an empty box. I see that we have issued a refund in the amount of $402.80 on *****. If you online bank your bank should be releasing those funds within 3-7 business days. It my recommendation for the safety of future orders to ship to an alternate address or ship directly to a Nordstrom or Nordstrom Rack.

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a product that was on sale for $118 (with tax $128.01) on 11.19.22 with Nordstrom online. I received three text messages advising my package has been delayed. On 11.29.22 I received a call from the delivering company Diamond advising my package is at the warehouse, they were unable to locate my address, I called her back the same day and confirmed my address, I did not receive the product, I called Nordstrom on 12.5,22 to locate the product, I was told by the representative that the product was being sent back because they were unable to locate my address. I get packages all the time without a problem. The Nordstrom rep stated they will issue a refund. I explained that I wanted the product with the discount, The Nordstrom rep stated she will notate that order what had happened with the delivery and once I receive the refund, reorder the product. She stated since the product is on its way back, nothing further could be done. I dont trust that when I reorder the product , Nordstrom will match the price, I want this product sent back out to me at the same price, Nordstrom didnt send me an email or did not call me to ask if I still wanted the product, I am willing to pay for this product at the sales price, Nordstrom did not reach out to give me options before issuing a refund, I want the product at the discount price without having to go through customer service not keeping their word,

  Business Response

  Date: 12/22/2022

  I'm very sorry to hear about this experience, Ms. *******. Our teams have reached out via email to offer assistance. 

• Initial Complaint

  Date:12/12/2022

  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.

  
  Complaint: 18563592
  
  I am rejecting this response because: Nordstrom has not provided any justification for their decision to not issue a refund. This empty response is what I have been hearing from their customer support and claims teams for weeks. This response is absolutely not acceptable, and it is not a resolution to my issue.
  
  To Nordstrom,
  Your response is not acceptable. I paid you almost $4000 for merchandise that you failed to deliver to me, and you are refusing to refund me my money. You have not been able to provide any reasonable justification for the decision to refuse the refund.
  You keep claiming that you have looked into the matter and made a decision, but a simple call to ***** will tell you that the packages were delivered to the wrong address! I have proof from ***** that they delivered them to the wrong address (wrong apartment, see attached docs), ***** even called you on 12/14/2022 to inform you that they delivered the packages to the wrong address. I have also attached screenshots from my lockers service history (**************) showing that I have not received any packages via ***** on and around 11/30/2022. What exactly do you need to see to issue a refund?
  
  If this issue is not resolved, I will have no option but to escalate this further by taking legal action and sharing my story widely on every social media platform through influencers to reach the maximum number of people. People need to know about your fraudulent practices. They need to know that when they order from Nordstrom and their orders get misdelivered, this is what you make them go through, and you refuse to refund them for items they never receive.
  
  I still would like to get refunded for these orders. I look forward to hearing from you ASAP.
  Sincerely,
  
  ********************
  

  for that claim. ***** is admitting that the packages were not delivered to my address and they are considered lost, but Nordstrom is refusing to refund me! --- Nordstrom customer support and supervisors were extremely rude and lacked empathy, they would not even listen to any details from me or provide any details. They keep repeating that same line that they cannot help me and I should file a police report. --- Nordstrom order numbers: *********, *********, *********, ********* (only 1 item is missing from this order: red dress). Corresponding ***** tracking numbers: ************, ************, ************, ************. --- I am honestly shocked and taken aback by the way Nordstrom is treating their customers. I paid Nordstrom thousands of dollars for the items, they failed to deliver the items to me, and they are refusing to issue a refund for them. I have evidence through multiple sources (***** and **************) that the items were never delivered to my address.

  Business Response

  Date: 12/22/2022

  We had the opportunity to look into this complaint closely with our Delivery Research team. After much review and careful consideration, we will not be honoring a refund for the missing package from this order and maintain our Delivery Research's decision in denying the refund.

  During our review, we also found that a dispute was filed for this order. The decision made between Nordstrom and the financial institution will be the final result of this investigation. For updates, you can contact your financial institution directly regarding the dispute you filed.
  
  I realize that  this was not the answer you were hoping for, however I assure you that this decision was not taken lightly.  I am truly sorry for any disappointment this decision may cause.

  Business Response

  Date: 01/17/2023

  We understand your concerns. However, because a dispute has been filed, we cannot action anything further. As we previously shared, the result of the dispute will the final decision regarding this claim. 

• Initial Complaint

  Date:12/12/2022

  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 items in the store and I wanted to return them by mail. The items are unworn and with original tags. I have the original physical receipt as a proof of purchase. I contacted Nordstrom Rack to return the items by mail ( the closest physical store is around 3 hours away from me and I am unable to drive there).The website states: "Make a Free Return Curbside, in Store or by Mail Use one of our convenient options to return any item purchased at Nordstrom or Nordstrom.com. "However the customer service representative told me that I cannot return the items. ("I apologized for the information that was given, but since we need an order number to create the label we are not able to return items that were bought at store.")

  Business Response

  Date: 12/21/2022

  Patrycja thank you for speaking with me this morning and sharing your concerns regarding returning your item that was purchased instore.To make the return process easier going forward create an online account on Nordstrom.com and from there you can initiate an online return for web orders and store purchases. Otherwise, you would need to return instore.

• Initial Complaint

  Date:12/11/2022

  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.

  Several orders have been submitted in Nordstrom, with the order number of 316817032.316818836.316818954.These orders have been cancelled. The Nordstrom sent me a new gift card, but all the gift cards are invalid.Contacted the Nordstrom several times, but no solution was found.Nordstrom maliciously encroaches on customers' property and infringes on customers' rights and interests. This kind of business has no reputation.

  Business Response

  Date: 12/13/2022

  I'm very sorry to hear about your experience. I see that my financial services team sent you and email offering assistance with this. Please respond to that email or give them a call at ************. Thank you for your time and I hope you have a great day. 

• Initial Complaint

  Date:12/11/2022

  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.

  Several orders have been submitted in Nordstrom, with the order number of 359674779.359638877.359635018.359633655.359439831.359426313.These orders have been cancelled. The Nordstrom sent me a new gift card, but all the gift cards are invalid.Contacted the Nordstrom several times, but no solution was found.Nordstrom maliciously encroaches on customers' property and infringes on customers' rights and interests. This kind of business has no reputation.

  Business Response

  Date: 12/12/2022

  I'm very sorry to hear about your experience, ************. I see that my financial services team sent you and email offering assistance with this. Please respond to that email or give them a call at ************. Thank you for your time and I hope you have a great day. 

• Initial Complaint

  Date:12/09/2022

  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.

  ***** has been opening credit card accounts without people's permission. He works for Nordstrom Credit cards. He is messing up credit reports and doing who knows what with the accounts.

  Business Response

  Date: 12/17/2022

  *********;thank you for sharing your concerns. We've sent your BBB complaint to our Credit Department who will review and reach out to you shortly with an update.

• Initial Complaint

  Date:12/09/2022

  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.

   
  Complaint: 18547869
  
  I am rejecting this response because:it was very difficult to get any help at all from customer support. Also the time frame for delivery was December 15 and I did not get the item on that date 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/16/2022

  We're sorry for any inconveniences caused. We see the order shipped from our fulfillment center four days after the order was placed and was within the appropriate timeframe. The tracking also shows that the package was successfully delivered earlier today. Because the order processed within the timeframes provided, a shipping refund is not due. 

  Business Response

  Date: 01/11/2023

  We apologize for your experience with our teams and will review the calls for any possible coaching opportunities. We looked into the order again and can confirm that it was processed in time and that the estimate delivery date was 12/16, the date of delivery. Because the order was processed and delivered within the promised timeframe, a shipping refund is not due. 

• Initial Complaint

  Date:12/08/2022

  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 item *************************** Boot for $490 dollars (before tax and shipping) on Nordstrom.com on 12/3/2022. The package arrived on 12/7/2022. Inside the package was a cheap knockoff version of the boots by a brand called Princess ****** I searched the fake boots online, which retail for $42.50. Nordstrom, which claims to only sell authentic items, sold a cheap knockoff and attempted to steal the price difference of $447.50. I attempted to resolve this issue with a Nordstrom customer service representative to no avail. Desired resolution is the difference in pricing of $447.50 and an apology for selling fake items on its website and betraying its customer's trust.

  Business Response

  Date: 12/17/2022

  ****** thank you for sharing your concerns with me. I am still researching this for you. I will be reaching out to you directly.