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

1,585 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:10/26/2022
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.
The Nordstrom customer service person said my package was lost. However instead of giving me a refund immediately, they said they would have to investigate and will go through an internal investigation that will take a month and they'll let me know the outcome and whether I will get a refund or not. It clearly says on the tracking number that the item is in limbo and lost. It has been a week, I went to the post office to search for the package on the 25th of October at 4:50 PM, it was not there. It was supposed to be delivered on the 21st. The post office said to request for them to reschedule a delivery, but when I went to the post office, the worker checked twice, the package is not there. It is missing. Nordstrom refuses a refund even though they admit package is lost. Order number: ********* Order date: 10/17/2022 On The Way Shipped to: ***************************, *********************************************************************, ************* Shipping Date shipped: 10/18/2022 **** Tracking: ********************** Barefoot Dreams CozyChic Lite Circle Cardigan Qty: 1 SOFT CAMEL, Size Large/X-Large Item: #******* Price: $58.00 *** Axel Modern Pointed Toe ***** Loafer (Men)Qty: 1 BLACK, Size 10 M Item: #******* Price: $39.98 Billing Summary Billing Address:*************************** *************************************************************** Subtotal Shipping Estimated tax $97.98 (Free!)$6.61 Order total Payment method(s)Nordstrom Retail $104.59 ending in ****
Business Response
Date: 11/03/2022
We're sorry to hear of this experience and understand your frustrations. During our review, we found that a refund was issued on 10/27/22 for the package and are relieved to find that this has been resolved. We apologize again for any inconveniences caused.
Initial Complaint
Date:10/26/2022
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 recently order a coat on nordstrom order number *********. The price of the item came out to $1,774.66. My order was left outside of my apartment door. When I went to check it wasn't there. No one knocked on my door they just left it there. Being that I live in a apartment building this isn't safe because anyone come in and out. I told nordstrom the issue. They would not give me my refund or replacement. Even my package is missing because of the delivery carelessness. I compliant numerous of times they still won't help me. So I'm reaching out to higher *** in order to get my money back.
Business Response
Date: 11/03/2022
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 order and maintain our Delivery Research's decision in denying the refund. Based on our findings, we can confirm that the package was successfully delivered.

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.
Customer Answer
Date: 11/04/2022

Complaint: 18317521

I am rejecting this response because:The package was left outside my door. The delivery driver didn't even knock my door to let me know the packagee was there. I live in a apartment building where people come in and out that was very careless to leave a package in front of a door. I live in the projects in Brooklyn and the driver seen my building and thought let me leave a package for 1.7k outside. Nordstrom owe me a refund or a reshipping of my package with signature required.

Sincerely,

*****************************
Initial Complaint
Date:10/25/2022
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 got marked as delivered. Front porch. Ive been home all day no one came.My local LaserShip has a 1 star review on ****** and hundreds of reviews mentioning packages being marked delivered and never coming in. This was an expensive item and I cant afford a loss like this. Please, it was a gift for a special someone.Please refund me so I can afford to buy this gift in store.
Business Response
Date: 11/03/2022
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 order and maintain our Delivery Research's decision in denying the refund. Based on our findings, we can confirm that the package was successfully delivered.

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.
Initial Complaint
Date:10/25/2022
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 made a purchase on Nordstrom's online store, on October 18, 2022. The amount of the order totaled $419.17. Order#*********. Tracking number **********************. Tracking shows the item was delivered at my mailbox, however, I have not received my item. Ive contacted Nordstrom's multiple times, regarding this issue and they are refusing to refund me. Nordstroms, is stating they have investigated this matter and they have confirmed the package as been delivered successfully. They have not provided any proof, that shows the package has been delivered successfully. They recommended me to contact the police or use a different shipping carrier. This is ridiculous. I may have to contact my bank regarding this matter. Their customer service is horrible and I will never order from them again.
Business Response
Date: 11/04/2022
******* I am truly very sorry to hear that you have not received your package and for the disappointment caused during the review of this claim. Our delivery research department did investigate this thoroughly and show that the order was successfully delivered. It has been communicated to you by delivery research that we will not be able to move forward with a refund. I realize this is not the outcome you were hoping for. I do want to recommend filing a police report. Once the investigation officer ******** us with a subpoena, we will be able to release the details of our investigation. If you have any further questions regarding this decision, please give us a call at ************.
Initial Complaint
Date:10/25/2022
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 am very disheartened by this company (Nordstrom Rack). I reached out 3 weeks ago to their **************** ********************** because I used Afterpay to check out on NR and the first order did not go through (never even received an order confirmation) due to a billing address failure. I placed the order again and the 2nd time it did go through. I also only received ONE order acknowledgement/confirmation from Nordstrom Rack. So on Afterpay's end, it is still showing that both orders went through! So, I spoke with CS at Nordstrom Rack and explained the situation. They seemed like they wanted to help me, even spoke with a Supervisor in their *********** department who seemed empathetic. I realize now they are all the same and no one is really willing to help me. I got in touch with Afterpay, and they said they would remove the charge if NR could provide them with a statement saying that 1st order did not go through. After speaking with the Supervisor in LA again, she assured me their finance team would be able to supply this within 24 hours. I waited, anticipating that finally I was going to be able to get this resolved. Two days later, I received an email from them saying that I should reach out to Afterpay! Basically, they are washing their hands and are unwilling to help me with a simple statement saying the 1st order did not go through so that I can show Afterpay so I'm not liable for paying BOTH orders when I only received ONE (and only ONE went through!). I would like them to reach out to Afterpay to get this sorted out OR supply me with a statement saying only ONE order went through!
Business Response
Date: 11/04/2022
I'm very sorry to hear about your experience, Ms. ****. I can certainly understand your frustration and can confirm that only one transaction was approved on our end. The second charge is only an authorization and should fall off your Afterpay account if it hasn't already. It can normally take a few business days for your bank to release those funds.
Customer Answer
Date: 11/04/2022

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. Afterpay has taken care of this issue for me.

Sincerely,

*****************
Initial Complaint
Date:10/25/2022
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 was looking at my Nordstrom card statement yesterday, and discovered that they are assessing *****% interest. Jaw-dropping. Usurious. Ought to be illegal it's so high. I've been a card holder for 22 years, a one time corporate employee, and have a strong, positive personal credit score and make on-time payments. I called Nordstrom **** Services this morning to request it be adjusted down to something commercially reasonable, and they told me that "due to interest rate adjustments by the **************** and also because it's just easier to administer, we raised our APR rates across all card holders." I am not buying the Fed stuff, and "easier to administer" is a ridiculous thing to say. Then administer at 14% if you're trying to be consistent. They said they were taking customer feedback on this matter "very seriously". But no adjustment was made. If they are assessing 100% of customers 28+% interest, it seems **** near criminal.
Business Response
Date: 11/04/2022
**********;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:10/24/2022
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 will not allow you to return an item by mail even with a gift receipt if the gift was purchased in store. I live 4.5 hours away from the nearest store. I called the store directly three times for help to send back via mail for a credit. I reached out via chat 3 times and they could not help me since it was not an online purchase. Nordstrom FAILED to fully disclose this limitation of returns for purchases made in person.
Business Response
Date: 11/04/2022
It's disheartening to hear about this experience, Ms. ******. Our teams have reached out to you via email to offer assistance.
Customer Answer
Date: 11/04/2022

Complaint: 18308027

I am rejecting this response because: I only received one voicemail message that stated a return mailing slip is being worked on and will be issued. I never received any emails from you and I just checked my junk email and found nothing. I am requesting a refund of the full amount of the shoes issued to me I. The form of a check as I no longer wish to do business with you so a gift card is not desired. If you want your shoes back, you can mail me a prepaid postage mailing slip. Here is my adress to send the refund and slip: 1210 **********************************************************. I will continue to share this experience with others to warn them of the deterioration of your customer service.

Sincerely,

*******************************
Business Response
Date: 11/10/2022
We've connected with Ms. ****** over the phone to assist with her request.
Initial Complaint
Date:10/23/2022
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.
Order #********* Boy oh boy where to start, after not receiving ANOTHER product from Nordstrom I contacted Nordstrom financial services. I first talked to ****** who falsely told me they had my "signature" confirmation on the item that was to be delivered to me. I never signed for anything, so I knew she was lying. I checked with the carrier just to make sure someone else didn't sign for it and take it, but there was NO signature delivery on the item. Then I called back to report ****** for lying and got someone else named **** in the same department. I cannot express enough how awful these women made me feel, they were horribly rude and accusatory, disrespectful, and argumentative. **** told me she had some-type of "legal authority" and has "direct" contact with the police and needed a subpoena from the police to answer any questions or help with an investigation about my order. I then called the normal Nordstrom customer service number/chat as well to try to report the issue and get more information, I was in a state of shock, I felt verbally assaulted. I was told there were internal notes on my account that both women had made, without my side. I then got a supervisor named *****, who told me she could not disclose any other internal information and was also rude after reading the false internal notes put on my account, she then accidentally provided this information via chat accusing me of FRAUD "CX call and just request sup. look like for fraud case from notes before SamirF-*****". This is some of the world's most disgusting and degrading customer service I have ever come across. Because of this I closed my Nordstrom credit card, and returned every item I have bought from Nordstrom Transaction number: ****.
Business Response
Date: 10/28/2022
Dear ****************,

I am writing on behalf of Nordstrom, Inc., which includes each and every employee you have communicated with recently in person, by telephone, email and via chat. Going forward, we ask that you address any of your concerns with me directly via the email I sent.

We understand there was a discrepancy with receiving your most recent order, but that as of October 26, 2022 your neighbor has returned the package to you, and you are in possession of the merchandise. We also understand you wish to return the merchandise, a prepaid label has been generated and youll receive a separate email with the label shortly. If you would like to further address your delivery concerns related to this order, please contact Ontrac directly.

That said, the manner in which you have escalated this matter is alarming and weve found that the allegations youve made against our employees are unfounded. As a company we believe in being ****************** and respectful to our customers, and we expect our customers to be fair and reasonable with us as well. Regarding your communications with our teams, we have escalated any service issues and they are being coached. I can assure you there was no intention to provide false information.

We respect your choice if you no longer want to shop with us. If you change your mind, please know that going forward all purchases and returns will be done at the customers discretion and therefore you, the customer, assume all risk related to the delivery and return of the purchases.

Sincerely,

Nordstrom, ***
Customer Answer
Date: 10/28/2022

Complaint: 18302793

I am rejecting this response because:
this did not address any issues, false information was provided on a recorded line. I find your responses alarming.

Sincerely,

*************************
Initial Complaint
Date:10/23/2022
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 bought some fragrances from Nordstrom on October 20, 2022. Order Total: $910.78. Order Number: #*********. Tracking: 1ZWW67380409337838. I never received the package, but my delivery indicates my package was delivered to my building concierge on 10/21. However, my concierge has no record that a Nordstrom delivery was made. After talking to multiple customer service employees, I was given the same response - my package was delivered and left with the concierge. I was given no further information about the whereabouts of my package despite asking for more information. There are many nearby buildings with similar addresses and I'm not sure if this was delivered to the right one. I was repeatedly told to contact the police and file a theft report and that is the only course of action I have as a customer, which seems similar to the experiences of many customers on BBB.
Business Response
Date: 11/01/2022
We're sorry to hear of this experience and appreciate the opportunity to look into this further. Based on our findings, I agree that a refund is owed for the missing package. I've gone ahead and issued it for you, so $910.78 has been refunded back onto the original form of payment and it should post in the next few business days.
Customer Answer
Date: 11/14/2022
In regards to the complaint I made with the id #********, I still have not yet received the refund that I was told would be issued after 9 business days.

Business Response
Date: 11/17/2022
Our apologies, it appears there was an error on our end. This was just properly submitted and successful on our end, so the funds should post within the next few business days. Apologies again for this delay.
Customer Answer
Date: 11/30/2022
I accept the response
Initial Complaint
Date:10/23/2022
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 made an order from nordstroms. Order number *********. It contained 4 items and cost $290. The package was delivered outside my apartment building directly in front of the entry door, not hidden behind a ****, not to the side, not directly in front of my apartment as it should have been, as all other packages are. Their delivery service did not leave the package in a secure area, the fault should lie with them. The picture shown of the delivery shows the package left directly in front of the door outside, for any other resident or passeryby to take. After 3 contacts with their customer service they cannot help me anymore.
Business Response
Date: 11/01/2022
We're sorry to hear of this experience and appreciate the opportunity to look into this further. Based on our findings, I agree that a refund is owed for the missing shoes. I've gone ahead and issued it for you, so $290.00 has been refunded back onto the original form of payment and it should post in the next few business days.
Customer Answer
Date: 11/07/2022

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,

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

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Nordstrom, Inc. is NOT a BBB Accredited Business.