Business Profile

Department Stores

Nordstrom, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Nordstrom, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,580 total complaints in the last 3 years.
407 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/21/2022
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.
I placed two orders ********* and ********* on online of Nordstrom. For the two orders I never received the any package because both of them were returned to sender. I am very anxious. I need the refund of two orders as soon as possible.
Business Response
Date: 11/30/2022
I'm very sorry to hear about your experience. I see that my teams have reached out via email. Please direct all questions to that email thread. Additionally, you may call us at ************
Initial Complaint
Date:11/21/2022
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 placed an order *********. This order was cancelled but I did not get the refund all the time. I contacted customer service many times but the problem was not solved. I am very anxious. I need the refund as soon as possible!
Business Response
Date: 11/28/2022
*************** thank you for your patience while we reviewed your concerns. I was so sorry to hear that your order canceled. Your funds were placed back on the Nordstrom gift card that you purchased at a third-party retailer ********** If those funds were compromised,you would want to contact ********* to assist. We simply are not able to replace lost or stolen gift cards, especially if they were purchased from 3rd party retailers. I would also encourage filing a police report.
Initial Complaint
Date:11/20/2022
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.
Im complaining in regards to my Nordstrom store card. I closed one of my bank accounts that I normally pay my payment through and went online through my phone to update the account to my new one. Either I overlooked it or there is no way from your mobile device to remove the old one so I mistakenly, immediately after updating made my payment and went on about my business. I wasnt aware that I used the wrong account until I had a late payment post to my credit and at that time I immediately contacted Nordstrom to fix it. I then spoke to a representative that confirmed that he saw that I updated my account info, however, I proceeded to use the old account. I asked if there was a way that I could fix it and if they can remove the remark from my credit because as he can see that it was an honest mistake and if it wasnt for the remark I wasnt aware. They normally call which they didnt and they didnt send any correspondence through mail until way later down the line. Had they informed me of the situation the bill would have been paid at that moment. I advised another rep that I was transferred to that my situation was critical because I was currently staying in a shelter with my kids avoiding an abusive husband and was in the process of trying to purchase a home and this would mess me up and keep my kids and I displaced. The rep at the time seemed understanding and said shed escalate it to the credit department and I should hear something within a certain amount of time. I would get mail here and there but nothing in regards to that situation. When I called I spoke to someone stating that I needed to speak to the fraud department who was handling my account and it was locked. The person I spoke with advised me that they needed to prove it was me and needed me to send over information that they was waiting for since August that I was NEVER notified that they were requesting and they closed out the account. Im not sure what went wrong but this has screwed my credit.
Business Response
Date: 11/25/2022
Thank you for reaching out and sharing your experience, Ms. ********. I've shared your information with my credit partners and they'll be in contact soon. Thank you for your patience in the meantime.
Initial Complaint
Date:11/17/2022
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.
My daughter bought *********************** boot from Nordstrom Rack on Sept 5, 2022 for the winter It has been warm since then but the ** boots were torn off recently as attached after a couple of wears.She contacted Nordstrom for replacement but has been denied because the purchase date is over 45 days. I contacted the customer service but the company keeps sending the automated response that they will take care of the return but no action followed up. She called customer service team several time but they denied the request of replacement, store credit all the time. Therefore I have to rely on BBB to ask help for this issue. Thank you so much.
Business Response
Date: 11/25/2022
***** thank you for sharing your concerns with me. I am so sorry for any disappointment caused when your daughter tried to return the *********************** boot. Nordstrom Rack returns must be returned within 45 days for refund consideration. I had the opportunity to speak with your daughter ***** and I was relieved to hear that the vendor *********************** had given her a credit. If you have any other concerns, please reach out to us at ************.
Customer Answer
Date: 12/11/2022

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:11/16/2022
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 received a 586 gift card for a cancelled order. The gift card was sent to my email and I could not use it. Nordstrom said they would reissue it and then canceled the balance. Please reissue the gift card.
Business Response
Date: 11/22/2022
We appreciate the opportunity to look into this further. We found that the gift card in question was sent in error and that the $586 was drained from that gift card and issued onto the **** ending in **** on 11/12/22. Our apologies for any confusion caused.
Customer Answer
Date: 11/22/2022

Complaint: 18411726

I am rejecting this response because: the gift card should have been refunded back to the gift card.

Sincerely,

*********************
Business Response
Date: 12/06/2022
The refund to the gift card was processed in error. Because of this, we removed the funds from that gift card and processed into the original form of payment, which was the **** ending in **** on 11/12/22. No further credits are due at this time.
Customer Answer
Date: 12/12/2022

Complaint: 18411726

I am rejecting this response because: this is false: I never received this refund.

Sincerely,

*********************
Business Response
Date: 12/21/2022
As previously stated -- the refund to the gift card was processed in error. Because of this, we removed the funds from that gift card and processed into the original form of payment, which was the **** ending in **** on 11/12/22. No further credits are due at this time.
Customer Answer
Date: 01/09/2023

Complaint: 18411726

I am rejecting this response because:I never received the funds as stated.

Sincerely,

*********************
Customer Answer
Date: 01/17/2023
I am the owner.
Business Response
Date: 02/02/2023
As we have shared several times, the refund to the gift card was processed in error. So no gift card will be sent. The refund was processed into the original form of payment, which was the **** ending in **** on 11/12/22. You can check with your financial institution if you need help locating the funds. No further credits are due at this time.
Customer Answer
Date: 02/03/2023

Complaint: 18411726

I am rejecting this response because:
I never received the funds on my card as Nordstrom stated. I am owed a gift card of $586.
Sincerely,

*********************
Business Response
Date: 02/20/2023
We've reviewed this in our payment processing system and partnered with our payments team. They confirmed that the refund of $586.00 has successfully settled on the **** ending in **** on 11/13/22. As we've shared multiple times via the BBB and through our customer care channels, a gift card is not owed as it was sent in error due to the refund going onto the original form of payment.
Customer Answer
Date: 02/20/2023

Complaint: 18411726

I am rejecting this response because:
This is false and I never received a refund.

Sincerely,

*********************
Customer Answer
Date: 02/24/2023
I will not upload bank statements as this is regarding a gift card that was not reissued to me.
Initial Complaint
Date:11/15/2022
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.
I'm receiving junk mail ads from this business. I attempted to opt out through their website's chat feature and also via e-mail but was given the runaround and they were requesting I disclose confidential personal information. I want my home address permanently placed on their do not mail list.
Business Response
Date: 11/22/2022
We're happy to assist with this request. Please note that for our specialists to assist with these requests and any order/account issues, they must verify the person they're interacting with by confirming details on the account.
With the details shared in this complaint, we were able to submit a request to opt you out of all future postal mailings. Please allow **** business days for this to go into effect.
Initial Complaint
Date:11/14/2022
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.
BEING A LONG STANDING CUSTOMER OF ************************************************ I PURCHASED A HANDBAG AT THE ********** NORDSTROM RACK STORE 9/1/22 for $63.94. WHEN I WENT TO GO RETURN IT I WAS TOLD THAT I WAS AT 74 SINCE PURCHASE AND THE **** STORES LIMIT 45 WHICH I WAS UNAWARE AND ASSUMED THEIR POLICY WAS THE SAME AS NORDSTROM "Our Return Policy We handle returns on a case-by-case basis with the ultimate goal of making our customers happy. We stand behind our goods and services, and want customers to be satisfied with them. We'll always do our best to take care of customersour philosophy is to deal with them fairly and reasonably. We have long believed that when we treat our customers fairly, they in turn are fair with us. We apply refunds to the tender with which returned items were purchased. If we choose to provide a refund and no record of sale is available, we'll ask for personal identification and a refund will be provided at the current price on a Nordstrom Gift Card."The manager of the ********** Nordstrom Rack was rude and very unaccommodating when I pointed out I thought it was the same policy. When I called the **************** I was told by **************** ******* to go back to the store and confront the manager at the store I explained that her suggestion / advice was confrontational and would certainly end in the police being called and I wasn't willing to have a problem with law enforcement over a merchandise return of $ $64.00 THE HANDBAG IS STILL IN NEW CONDITION WITH THE **** STILL ATTACHED AND THE **** BAG STILL PERFECTLY FOLDED INSIDE THE **** I NEVER TOUCHED IT
Business Response
Date: 11/22/2022
We're sorry to hear about your experience, ******************. Your feedback will be sent to our store management teams. Additionally, I see that our teams have reached out to offer assistance.
Initial Complaint
Date:11/14/2022
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.
Date of Transaction 10/26/22 Order #********* Item not delivered : Aquatalia ****** Bootie Item#******* $495.00 I checked with customer service by phone ***************) on 11/11/22 about the status of my order.The representative told me she would submit an inquiry as she could not tell the status of the order either.On 11/12/22 I received an email from Nordstrom(attached) saying that they could not process my refund with no further explanation. Included was the following email address to write to with any other concerns:************************************. I sent an email asking for a further explanation but have not gotten a reply. The boots charge is still listed on my Nordstrom card. I have not paid for them yet.
Business Response
Date: 11/21/2022
***** I was so sorry to hear that you did not receive your Aquatalia ****** Bootie or the refund. I am sure this was very upsetting. Researching your order, I see that the refund has been issued to your Nordstrom Retail card.If you would like help to replace the order, please absolutely reach out to ************* at ************ and we would delight to assist.
Initial Complaint
Date:11/12/2022
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.
I purchased a Trove jewelry box in mint at 1:40 am CT on November 10. Unbeknownst to me, 20 minutes later, all the Trove jewelry boxes were placed on sale for an additional 25% off, which is material. I contacted Nordstrom to ask for a price adjustment when I found out a couple of days later and they would not issue a price adjustment because they no longer had the color I bought in stock. Had I known, I could have waited 20 minutes and gotten the jewelry box for 25% off. The shipment is running late. If it arrives at its current scheduled time, I could go to the store and return it and rebuy it at the discounted price because its definitely on sale for the additional 25% off. I have been a long time customer and I have never asked for a price adjustment. Given the circumstances, it is a reasonable request and they should ***** it because the item is definitely currently on sale for the additional 25% off.
Business Response
Date: 11/16/2022
I'm sorry to hear about your experience, Ms. *****. While we do offer price adjustments, one of the requirements is that the item be available in the same size/ color. I see that on 11/12 my team approved the 25% discount. This should update on your end within 1-3 business days. Thank you for your time and I hope you have a wonderful day.
Customer Answer
Date: 11/16/2022
Hello,

Below please find a copy of complaint (Complaint ID #********* I made today to the BBB regarding Nordstrom. I was able to resolve the issue today so I would like to cancel the complaint. Please let me know if you can do this or if there is something else you need to make that happen.

Thank you,

*************************

*********************

************
Initial Complaint
Date:11/11/2022
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 am allergy to rugs and fiber. Thats why when I enter the store, I feel my throat itchy. When I was on the check out area, My throat feel itchy, I turn around, cough and cover my mouth use my upper arm. When I turned back, the cashier stepped back and looked at me for a while. Then she asked me whether I need a NR reward card. I decline. Then thing went to a weird way. She stopped her checking activity, got one disinfecting wipe, and put it in the middle of the table. DO NOTHING. JUST PUT THERE. Then she continued her checking. After I paid, she didnt give my goods, but wiped the table in front of me. I had no contact with the table at all. I am not comfortable. Is it necessary she put wipe in the middle of checking activity just want me to see it? Does she need to wipe the table in front of me with my goods still on the table? I saw no other cashier did this to the customer. She ruined my day. As a Asian people, I used to heard some bad word like virus. Does this lady used her action to call me virus?
Business Response
Date: 11/22/2022
I'm very sorry to hear about your experience, Qing. I've reached out to **************** to share this feedback. They'll be in contact directly.

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Nordstrom, Inc. is NOT a BBB Accredited Business.