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

  5220 Alpha Rd Dallas, TX 75240-4316

• 

  Nordstrom

  7883 N Blackstone Ave Fresno, CA 93720-4307

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  Nordstrom

  1600 Stoneridge Mall Rd Pleasanton, CA 94588-3246

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  Nordstrom

  1701 Preston Rd # D1 Plano, TX 75093-5146

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:11/10/2022

  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 recently purchased a top shop faux leather bag order #: ********* for a birthday gift. I get it delivered and the box has an XL plaid shirt. I talk to customer service and they tell me they cant refund my money even though I never got the bag and also the bag is sold out. Now Im out a gift which I needed for tomorrow and they still took my money. Absolutely horrible customer service.

  Business Response

  Date: 11/17/2022

  ******** thank you for sharing your concerns with me over the phone today. I am so sorry for the disappointment we caused you. It is never our intent to ruin special family moments. Per our conversation I have issued a refund for the belt bag and have noted your account that you will be shipping back the plaid shirt you received in error. Should you have any further questions or concerns please don't hesitate to reach out to ************* at ************

• Initial Complaint

  Date:11/10/2022

  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 have returned an online order (Order #*********) back, the order was returned back to Nordstrom warehouse on Nov 4th. However the return still has not been processed. I asked a ******** Service agent and I was told it takes couple of weeks! This is ridiculous! Other department stores like Bloomingdales or ******************* take care of their returns within few business days, and Nordstrom needs few weeks? I would like my return been processed ASAP, thank you

  Business Response

  Date: 11/18/2022

  ********* thank you for sharing your concerns regarding your return. I am very sorry to hear that you have not received your refund. I have reviewed your return tracking and I show the return was sent on 10.31.22. Our return timeframe is ***** business days from the day the package was processed with ***** The 14th business day for you which excludes weekends,and the holiday would be 11.21.2022. If you do not receive return communication from us by this timeframe, please reach out to our customer care for further assistance at ************
  

  Customer Answer

  Date: 12/01/2022

   
  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:11/10/2022

  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.

  Purchased a pair of boots years ago and decided that they were just not for me. They were brand new, in the box, wrapped and in pristine condition. I finally decided to return them via the online return label/tool. I have email confirmation from customer service indicating that they have received them in the warehouse on 2/10/2022. Sometimes in early march, I never saw my refund so I did reach out to CS to inquire the status of my return. Many many many emails later, we went from give it some time to process to refund, to we havent been able to confirm whats inside the box to we have a different process for returning designer items. After emailing exec admin., I was told that designer items were sent to store to confirmation before returning. I then asked which store (not many stores carry Balenciaga for validation), but that question was never answered. Fast forward to July 2022 (5 months since the orignal delivered to Nordstrom date) and many follow *** later, I was told no refund. I asked to have to shoes sent back to me, and no response.

  Business Response

  Date: 11/22/2022

  Kav thank you for sharing your concerns I have taken a 2nd look at your claim and after further review regrettably, we do not have record of your boot being received in our fulfillment center since this is the case, we at this time cannot honor a refund. Should your item be physically received and validated we can then issue a refund at that time. I apologize for any inconvenience or disappointment caused.

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18388729
  
  I am rejecting this response because:

   

  I have the receipt from my mailing out the item and tracking number showing that it has been delivered. once I release this item to the carrier, i have no control over it. I cannot be held responsible for Nordstroms designated carrier to lose the item in transit. I shipped back a pair of converses at the same time and because theyre not as expensive ($50vs $50), they were processed and returned fine

  
  
  Sincerely,
  
  Kav Doh

• Initial Complaint

  Date:11/10/2022

  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 a purchase total of $1427.66 online through Nordstrom.com on 12/22/21 I have literally been dealing with this on going issue for almost a year now due to covid and death in the family I have been dealing with a financial burden of this issue and I am trying my best to at least pay my portion of my charges Im responsible for on my Nordstrom card how ever the above charge was for 2 items purchased online on 12/22/21 I I paid with my Nordstrom card and I never received my product I have explained and filed multiple cases through Nordstrom throughout the last several months and have gotten no where with Nordstrom I was to get out of this debt with Nordstrom but they will not resolve my matter I have cried and begged and explained I never got my items Ive had more than 5 cases open on the same issue and they just close the case and say theyre carrier shows delivered so I am responsible for paying for something I never received I made sure I was home I check my tracking I checked with my neighbors and looked all around my house nothing Ive tried countless times to explain and talk to managers over and over again but I continue to get denied please I am desperate needing help to get this issues resolved so I can pay the rest of my debt off and close out my card through Nordstrom

  Business Response

  Date: 11/18/2022

  *********, thank you for sharing your concerns. I can certainly understand that $1427.66 isnt a small amount and youre doing everything possible to get those funds returned. Considering this I had our Delivery Research team take another look and after their research we show that the items were delivered. Regrettably, we will not be able to move forward with a refund. I know this was not the outcome you were hoping for. Please know we did not come to this decision lightly.

  Customer Answer

  Date: 12/03/2022

   
  Complaint: 18385759
  
  I am rejecting this response because: I realize all your delivery researched team did was check and it shows delivered I have emails that show that too but as a consumer I never received the actual package it was not left nor handed to me being that it was such a large purchase I would of assumed I needed to received in hand by your carrier. your company choose to ship out to me kept delaying my order with no proper updates nor did your company provide a new estimated date of delivery  but I was tracking my package I was on top of it your Carrier kept delaying it I checked everyday but no update to when it will be delivered or an estimate and then I see the email showing it was delivered but there was nothing your company even stated on attachment you apologize for the delay if anything is wrong with the shipment to contact with in ***************************************************************************************************************** charge for reason of not receiving merchandise I ordered put back on my NORDSTROM **** CREDIT CARD which is through your company as well this is causing me a great deal health problem with the stress of weighing over my head please as a company please help resolve this issue from a consumer that is loyal
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/14/2022

  ******** thank you for sharing your concerns with me. I had the opportunity to re-review your concerns with our Delivery Research team. And after much careful consideration, we regrettably, will not be honoring a refund for the missing package and maintain our Delivery Research's decision in denying the refund.Based on our findings, we have confirmed that the package was successfully delivered by the carrier at the address provided. I can certainly understand your disappointment with our decision. I would recommend shipping to an alternate address going forward or shipping to your local Nordstrom or Nordstrom Rack. If you havent already, I also recommend filing a police report and we are happy to work with the police on your behalf providing any details necessary.
  
  
  

• Initial Complaint

  Date:11/10/2022

  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.

  Placed an order from Nordstrom and they shipped it using this shipper. Package never arrived, filed a claim and never heard back. If they have any means of rectifying this issue the tracking number is RA01246F.

  Business Response

  Date: 11/03/2022

  I appreciate you making us aware of the delayed delivery for Airbill RA01246F. I am sorry to hear you have not received your package promptly. I apologize for the inconvenience this has caused. Rest assured that we'll prioritize your inquiry and notify you right away as soon as I have an update. Thank you for your patience as we actively work to resolve this issue.

  Business Response

  Date: 11/25/2022

  I'm sorry to hear about this experience, ************. My team is reviewing and I'll ensure that we follow up soon. 

• Initial Complaint

  Date:11/10/2022

  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.

  Name: ******************* email: ********************* tel: ********** Hi, Hope this email finds you well. I bought a pair of sunglasses in ******* Nordstrom store on 10/10/2021. Since it's an in-store purchase so I don't have the order number provided here. I am not satisfied with that purchase so I did a mail return. Here is the return tracking https://trackpb.shipment.co/track/92023901007838000146483846 and it shows the item has been delivered to the Nordstrom warehouse in July 2022. However, till now I have not received any refund. I contacted the Nordstrom online customer service last month regarding the refund. Every time I got different answers. At first I was told the refund will be issued by the end of Oct. Then another email said I should not return the item by mail since it's an in-store purchase (I was not aware of and told that either when I purchased it or when I downloaded the shipping label from Nordstrom online account) with a blaming tone and they can do me a favor as "one time curtsey" to ship that item back to the ******* store for me or (without any tracking number provided) and I should contact the ******* store to track the refund.Then I tried to contact the ******* store by emailing the store manager and calling the store phone number several times. Every time I have to explain this situation again and again but one thing stays the same is NO ONE is really helping me solve the issue. I am really tired of calling the store and the staff there cannot locate any of that order return or provide me any useful info regarding that refund. The whole thing looks really frustrating and time-consuming to me. I did return the item and the tracking shows it's been safely delivered to Nordstrom warehouse. But I am the one who to blame and still got no refund. No one from Nordstrom is actually helping me solve the issue. Instead, they transferred my request every time to different departments without any actual solutions. Best Ruizhi

  Business Response

  Date: 11/18/2022

  ******************* thank you for sharing your concerns with me. I am so very sorry for the disappointment caused.I have great news! I have spoken with the store manager, and we are getting the Chanel sunglasses refunded to you. I will follow up with you directly as soon as I have confirmation that the refund has been processed.

  Customer Answer

  Date: 12/06/2022

   
  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:11/09/2022

  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.

  My order number is ********* and I am seeking the refund of my return that was delivered on 10/20/2022. Initially, there was an issue on my order page for me to create a return label for one of the products (Acne Studios Double Face Wool Jacket Item #*******) I need to return, so the Nordstrom agent sent me an email and helped me schedule a *** pickup service for my return with tracking number 1Z226A5R7892448596. From 10/20/2022, I have been waiting for my refund and the agent confirmed that the warehouse received my item according to the *** tracking info, but I just need to wait. However, on 11/09/2022, I got an email from Nordstrom Delivery Research saying the tracking does tell them the package was delivered but doesn't tell them what the package contains. They cannot locate the item so they cannot validate the return. How come Nordstrom doesn't know what the package contains? When the first agent helped me schedule the *** return, what I need to return was clearly indicated in the email. Nordstrom definitely knows the product that I returned if they check the email or contact the first agent. Also, another agent believed that my package was lost in transit so if this is the case, once I handed my package to ***, I, as a customer, should not be responsible for the package lost and should not be penalized for it. Especially the *** tracking states the successfully delivered. I would assume it is the fulfillment center lost my package due to lack of management. Why do customers have to pay for your fault? I'm really disappointed at this point and I'm sincerely demanding for my refund.

  Business Response

  Date: 11/18/2022

  *** I am very sorry for the disappointment caused due to not receiving a refund for your return. During our investigation, we see that you opened a dispute with Pay Pal. Once a dispute is opened, we are not able to issue any refunds on the order as this may cause further issues. At this time, Pay Pal will work with our financial team directly. Should you have any questions regarding the status of your current claim, please reach out to Pay Pal directly. The decision made between Nordstrom and Pay Pal will be the final result of any investigation.
  

• Initial Complaint

  Date:11/08/2022

  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.

  To whom it may concern, my name is ******************************* and I am contacting you with concerns about the handling of order # *********. This was a stroller that was gifted to ** for the birth of our newborn child by my wife's mother, a loyal Nordstrom customer. Unfortunately, we live in *************** ** and took a direct hit from Hurricane ***, flooding our home and destroying nearly all of our baby registry items, including this stroller. Many companies that we reached out to regarding replacement items have been extremely generous and understanding, reflecting their commitment to their loyal customers even in times of disaster. They have sent us replacement items free of charge.Sadly, Nordstrom has not. We have the damaged stroller and offered to return it to you to get credit from the vendor, but everyone we have contacted has refused to do so, saying it is out of the return window or an open box item. It is, I understand, but it was a baby shower months in advance.Our most recent communication was with *****, store manager of ************** ** store. She was friendly, but unfortunately gave us the news that she too, was unable to remedy our situation.I know Nordstrom has an outstanding history of doing what's right with their customers, especially in times of need. We really need a replacement stroller for our newborn, and I have nobody else to go to except up the corporate ladder. I hope this message reaches you well and you can remedy the situation. Thank you.

  Business Response

  Date: 11/17/2022

  ******* it was such a pleasure to speak with you this morning. I was so sorry to hear of what you endured during hurricane *** and your experience with Nordstrom. I am overjoyed that we could get a new stroller shipped out for the newest member of your family. I wish you and your family well. 
  

• Initial Complaint

  Date:11/08/2022

  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.

  I made 4 credit card payments($1348) using my Nordstrom credit card to a third party only to find that I cannot file a dispute since its past the 60 day dispute window timeframe. I just discovered on Oct. 12, 2022 that my payments were not being credited to my life insurance policies so I disputed this with Nordstrom. Nordstrom has turned a blind eye to the situation and we will be visiting a courtroom in the near future!

  Business Response

  Date: 11/17/2022

  This was escalated to our Credit partners and attached is their response. A formal copy will also be sent by mail.

• Initial Complaint

  Date:11/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 8th, 2022 I placed an order online with Nordstrom.com, order #********* for 8 items. Two out of 8 items were never delivered to my house. I did not sign on it and I never received the items, I also never received an email my items have been delivered like I did with the rest. For this order, it was delivered in 3 separate packages. However, on July 11, 2022 I received an email that my items were on their way. these two items were shipped separately than the other items in my order. On 7/13/2022 I received a delivery email with my other 6 items. On August 3rd I made my return of all 6 items and refund went through. Still I have no received the package with two items in it. I have called Nordstrom regarding this, after being left a voicemail stating I would be refunded, I did not. I called again and they told me I should place a police report. I asked for proof how it was delivered to my house or a signature and representative told me they cannot release this information to me. I have been calling everyday and they want me to pay this and I have never received it and no one wants to share with me the proof. I need help.

  Business Response

  Date: 11/23/2022

  *****, thank you for sharing your concerns. I can certainly understand that $896.00 isnt a small amount and youre doing everything possible to get those funds returned. Considering this I had our Delivery Research team take another look and after their research we show that the items were delivered. Regrettably, we will not be able to move forward with a refund.I know this was not the outcome you were hoping for. Please know we did not come to this decision lightly.

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18373540
  
  I am rejecting this response because:On November 29th, I was contacted by Nordstrom representative stating the company that initiated this shipping is in fact not **************** or any US shipping company. She indicating although there is a tracking number she is not able to locate where the items were located. I have attached an email follow up indicating a refund is in fact being processed because there is no proof items were delivered. If items are delivered, I would like proof of this delivery. Please show me where I signed off on it or someone has received from the hand of the delivery person. 
  
  Sincerely,
  
  *********************

   

  Business Response

  Date: 12/14/2022

  ***** thank you for sharing these details. I am very sorry that you did not receive the gowns but am delighted to know that a refund has been issued in the amount of $896.00 on *****. Should you have further questions or concerns regarding this refund please give our ************* a call at ************