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

  Short Hills Mall Short Hills, NJ 07078

• 

  Nordstrom, Inc.

  55 East Grand Avenue Chicago, IL 60611

• 

  Nordstrom Rack

  1520 E Golf Rd Schaumburg, IL 60173

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:11/07/2022

  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.

  An item that was purchased on line from Nordstroms was returned to them and has not been credited back to my Nordstrom account. I have called numerous times and have given information about the item as well as the tracking number but it has yet to be credited back. Im tired of calling there and getting no satisfaction and am hoping that that either the item is returned to me or the $380 plus tax Is credited back to my Nordstrom card. I have been a customer there for over 25 years and am very disappointed in their customer service at this point. I will close my account there if they cannot resolve this issue.

  Business Response

  Date: 11/16/2022

  ******* I am so sorry to hear that you have not received a refund for your return. Our Delivery Research department has reviewed this claim and regrettably, your item has not been received by our fulfillment center. As communicated prior we will not be able to honor a refund until we have received and validated your return. I am so sorry for any disappointment this has caused. Should you have any further questions regarding this decision please do not hesitate to give us call here at ************.

• Initial Complaint

  Date:11/05/2022

  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 or about 4/27/2022 I contacted Nordstrom regarding Validation of debt for a charge-off on my credit report. In the request it was my right to get a copy of my original contract with my signature, Interest rate, pay history,credit history,pay off disclosure. They sent me a generic excel sheet on letter head showing purchases, payments, interest, fees, adjustments, ending balance. Nothing proving the debt belongs to me. Nordstrom has also fraudulently reported this debt on my Equifax credit file twice for double impact. Disguising the first account by omitting the account number but leaving it as a charge-off with the same balance amount $1447. 2nd account showing charge-off with last 4 digits **** amount $1447 and showing 90 days late every month since 10/2020-10/2022 on a closed charged off account. TransUnion , Experian are not reporting this additional account. So, I can only conclude that Equifax is in on the fraud with Nordstrom. This was reported to the **** and Equifax has lied and said an investigation was done and it was not. So I am going to the Attorney General and file a complaint and file a small claims suit with the 16th district court. This is affecting my credit, my utilization, and the amount of accounts I have. It's messing up my new business. I have had enough and I am not going to take it any more.

  Business Response

  Date: 11/25/2022

  Thank you for reaching out, Armille. I've partnered with my credit teams and requested that they reach out as soon as possible. I appreciate your patience in the meantime.  

• Initial Complaint

  Date:11/03/2022

  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.

  Went to Nordstroms in ******** bought 2 pair of *********************** shoes I wore one pair to ******* came back to ******** my feet hurt so bad by the time I got to ******** I could barely walk into the store they literally cut the back of my foot open return them had to buy slippers there in order to walk out of the store second mistake was that I bought a handbag there it was too small so I traded it in for a larger Coach before I left ..the next morning I was looking online and seen that my handbag was actually $100 less than what they charged meThis was upsetting but I took it back to ******** they gave me my money back and ordered me the right handbag.(another mistake)The more I thought about it Ive ordered another handbag that still isnt here this handbag is supposed to arrive on the 11th? I tried to cancel it before 4 oclock the same day they said that they cannot cancel? Not only does Nordstrom sell unbelievably cheap quality of things but you cant cancel an order before its even shipped? **************** all they can say (Im sorry? And then laugh? ****** couldnt stop giggling? This isnt the Norstroms that I grew up around? **************** is awful ..Merchandise is sold for a higher price than what it supposed to be? Might as well go to ******** I want my money back out of these bags I have not received them I am not happy with Nordstrom at all.no wonder theyre going out of business if not they will be soon

  Business Response

  Date: 11/10/2022

  ****** thank you for sharing your concerns with me this afternoon. I was so sorry to hear of your experience, regarding the ********************* shoe and Coach bag, but so happy we could resolve your concerns regarding the price adjustment for the Coach bag and happy to hear the store took care of the shoes for you. Regarding your price adjustment if you online bank your bank should be releasing those funds to you within 3-7 business days. I know you mentioned you were under the weather I hope you feel better soon!
  

• Initial Complaint

  Date:11/03/2022

  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 am not aware of this account. I have reached out to 3 Credit Bureaus and NORDSTROM *********** to have this account removed from my file and they are always saying the same excuse, which is no longer acceptable. I have filed this as an outcome of Identity Theft. Regardless of all actions done on my end, there was no action from 3 Credit Bureaus. Thus, I am reaching out to seek assistance to have NORDSTROM *********** confirm that I have no account with them and that the 3 Credit Bureaus can simply remove it from my credit report.

  Business Response

  Date: 11/10/2022

  ******** 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:11/01/2022

  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.

  Nordstrom Rack agreed to look at some samples of the merchandise we sell. We send them a big selection of goods. After a few month of waiting they told us that it is not for them so we asked to get the goods back. Then COVID-19 hit so for about a year and half to two years they kept telling us the goods are locked in their safe and they don`t have access to them. Finally they claim that the safe is open and they sent the goods back. But they don`t have a tracking number or any other records that can prove the goods were sent back. And we are just been ignored!!

  Business Response

  Date: 11/10/2022

  ***** thank you for sharing your concerns with me. I am so sorry we were unable to speak when I reached out to your office. I did speak to one of your associates and left you a message with my details to discuss your concerns further. I look forward to speaking soon.

  Customer Answer

  Date: 11/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, This response was not a resolution to the problem but just a message that they got my complaint. They claimed that they will be working to resolve the situation but we have not resolved it as of yet.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 11/30/2022

  Hi
  
  Thank you for your email. I never said that the issue was resolved, the email that you sent us showed that Nordstrom responded to our complaint and we had to affirm that we got the response and I did that. But we never said anything about the issue being resolved. Nordstrom is currently looking into this complaint and has not resolved anything yet, If you email them also they will probably confirm that the case is being worked on but has not been closed.
  
  *******************
  *********
  

  
  

  Business Response

  Date: 12/07/2022

  ***** thank you for sharing your concerns. I am engaging several teams to resolve this matter. I will be following up with you shortly.Should you have any further questions or concerns please email me directly. 

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18344810
  
  I am rejecting this response because: I am not rejecting their response, I`m being asked to wait and it`s fine.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/09/2023

  ************ thank you for your continued patience our teams are actively working on your concerns. I will or someone from my team will contact you directly. Should you have any further questions or concerns you may reach out to me via email, and I would be delighted to assist.
  
  

• Initial Complaint

  Date:11/01/2022

  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.

  Returned a pair of shoes because I ordered a 9 1/2 and size 9 was sent. Called Nordstrom credit twice for refund and was promised that I would see it in 5 days. No credit has been given to this date. My account is going to be late if this is not fixed and Ive made every effort to keep my balance low and paid off. I dont know how else to settle this because calling and asking for help has done nothing. I need a full refund for the never used shoes immediately applied to my account

  Business Response

  Date: 11/09/2022

  We're sorry to hear of this and appreciate the opportunity to look into this further. During our review, we found that a partial refund was issued on 9/30/22 due to the return being processed outside of the 45 day window. We then refunded the restocking fee on 10/5 and the shipping fee on 10/********* is a breakdown of the amounts that totals $47.80, the amount paid for the shoes.

  9/30/22 - $13.95

  10/5/22 - $23.90

  10/19/22 0 $9.95

  We consider this matter resolved and are relieved to see that a full refund has been issued.

• Initial Complaint

  Date:10/31/2022

  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.

  Made a purchase for shoes online from Nordstrom on October 26, 2022.Order Total: $261.30 Order Number: ********* Tracking Number: C11900862560627. I reached out to Nordstrom via email first and they claimed shoes were delivered on October 29, 2022. I have not receive the shoes to date. I reached out to them on the delivery date advising them of same. I live in a building with security doorman where all delivery persons have to be buzzed into the building. My building has no record of having received a package from Nordstrom in or around that date and there was no package in my building delivery room or outside my apartment door. I placed a call to nordstrom after they failed to correct this issue via email and was met with the rudest supervisor by the name of ************** who could not offer me any other details except that my tracking says delivered. When I received a general email response they suggest that I should have ship to an alternate address and told me to file a police report and thats the only solution they had for me. The inconsideration and lack of customer regard is disheartening especially when people are spending their hard earned money to shop at your store. The supervisor lacked empathy and barely had any response outside of "file a police report:" I asked if they had any other proof outside of it being marked delivered by one trac and again ****** had no answer. Completely shocked and honestly taken aback by the way Nordstrom treats their customers and I will make a note to relay my experience on socials and to family and friends.

  Business Response

  Date: 11/10/2022

  ****** I am very sorry to hear that you did not receive your ******************************* boot. I know this mustve been very upsetting. I have great news! I have issued a refund in the amount of $339.40 you should see these funds released once AfterPay releases it to your account. I also recommend moving forward for safe delivery to consider shipping to an alternate shipping address or in-store pick up for future Nordstrom orders. This can be selected during checkout while ordering online and can also be arranged by calling customer service at ************. If this is not an option, I encourage you to use the options offered by our carriers that ensure a safe delivery.
  
  

  Customer Answer

  Date: 11/19/2022

   
  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:10/31/2022

  Type:Sales and Advertising 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 dress from Nordstrom paid for the dress and it was delivered. The problem is they sent a worn, damaged, smelly dress. It had tags on it that had been wet and price was not able to be read. It had literally been washed out. The dress smelled of body odor and there were deodorant stains on it. It was not a new dress. It was a used dress. They want me to pay for the new replacement dress. I already paid what they sent was not was advertised. They are selling worn used clothes and making consumer pay for replacement.

  Business Response

  Date: 11/10/2022

  We're sorry to learn of this and appreciate the opportunity to look into this further. Depending on where the item shipped from, we always do our best to send out a replacement without any additional charges accruing so long as the original item is returned within 30 days. We had the chance to review the conversation and the representative you spoke with did offer to send out a replacement without charging your card. For this process, a pay link had to be sent to have a card on file should the original item not be returned and to create a new order for a $0 charge for the replacement. We're sorry for any confusion caused. If you're still interested in the dress, you can contact ************ to continue with the exchange process.

• Initial Complaint

  Date:10/31/2022

  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.

  10/27/2022 Thursday, I placed a Nordstrom Online purchase Order #********* - $107.10. I DID NOT save my personal credit card on file with Nordstrom Credit **** Services nor did I save my personal card online. When I realized my Nordstrom cc expired, I called and requested a replacement Nordstrom credit card, and I was told it would take five to seven days .10/30/2022 Sunday@11:57, I received an alert from my personal credit card services that Nordstrom attempted to charge my personal credit card for $116.47 during the 11 P.M. hour on 30 October 2022.10/31/2022 Monday@7:27 I called Nordstrom credit card services to ask why were they attempting to charge my personal credit card without my permission. Mind you I would have never known had not my personal bank notified me via a text message. Spoke with two agents and finally a supervisor (*******). After I spoke with the supervisor to file a complaint, I ask for a complaint #, or a case number. The supervisor was not willing to give me a complaint number nor case number. I ask the supervisor the following question, "if you the supervisor are not willing to give me a complaint number, what proof do I have that I spoke with Nordstrom Credit **** Services?" The supervisor stated that she was willing to take my FEEDBACK but she had no complaint # to provide to me. I stated that I did not call to give a FEEDBACK but to file an complaint. Again, the supervisor was not will to accountability for my complaint. After my many request for the complaint number and was denied, the phone went mute. I disconnected the call and Nordstrom card services called me back from **************. Again to say that the credit card Services was willing to take feedback but not willing to provide a complaint #.My personal credit card was used fraudulently by Nordstrom/Credit **** Services without my permission nor did I save my personal credit card with Nordstrom.

  Business Response

  Date: 11/09/2022

  We shared this with our Credit partners and attached is their response. This will also be sent by mail. 

• Initial Complaint

  Date:10/31/2022

  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 ordered **** sneakers for my son. Got them. They were smashed and definitely knock off shoes that **** doesnt even make. They let me return and recievev my shoes in return but wont issue my refund.

  Business Response

  Date: 11/09/2022

  We're sorry to hear of this. We looked into the matter further and a refund request for this return was submitted yesterday and today. The refund will post to the original form of payment in a few business days.

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18336140
  
  I am rejecting this response because: you haven't issued my refund yet. I talked to my bank today and they said there was nothing coming in from you, I'm literally waiting to close this bank account until i get the refund issued. I had to open another account due to a fraud incident and this account is still keeping me from resolving this issue. I just want a full refund issued. this order was returned to you over a month ago literally your end said received that long ago and ive gotten pending on my end for a month i tried to contact someone and they were all rude and said it was pending to check with my bank... well there is no refund... This has been a very big inconvenience for me and your fake **** shoes were smashed because they were in a bag to be shipped. I would accept this but my banks saying nothing has been received on there end yet
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/22/2022

  Our sales transaction system shows that a full refund was issue *** 11/9/22 in the amount of $60.00 onto the MasterCard ending in ****. We suggest partnering with your financial institution and providing the details shared so that the refund can be located on your account.

  Customer Answer

  Date: 12/03/2022

   
  Complaint: 18336140
  
  I am rejecting this response because: They did not return the money I checked with my bank and there was no return of money I'd like you to return it in a check or money order due to that account having to be closed because it got hacked my bank tried to keep it open for the return of this money but due to someone having my banking information and taking money from my bank they were unable to let it open due to the theft. So it was not returned and my bank checked friday dec 2nd and said there wasnt any refund processing from anyone.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/15/2022

  we reviewed this with our transaction team and because the refund still hasn't been received by your bank, we can assist with either issuing a manual check or processing the credit on a new credit card. Please confirm which you'd prefer.

  If you'd like a manual check, please confirm the address you'd like it sent to. Or, if you'd prefer to provide new credit card information, please provide those details including the expiration date.