Complaints

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

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  Nordstrom, Inc.

  1700 7th Ave Ste 1000 Seattle, WA 98101-4407

• 

  Nordstrom

  700 Fairmount Ave Towson, MD 21286-1037

• 

  Nordstrom

  10300 Little Patuxent Pkwy #ns Columbia, MD 21044-3341

• 

  Nordstrom, Inc.

  PO Box 6555 Englewood, CO 80155-6555

• 

  Nordstrom, Inc.

  FRANKLIN MILLS MALL PHILADELPHIA, PA 19104

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:10/22/2022

  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 October 22, 2022 I made an attempt to log into my account. After only one attempt I was locked out of my account. This happened several times. I called the suggested phone number and the rep said she saw no notes about my inability to get into my account. Maybe now, with the complaint to the bbb and a screenshot someone will see whats going on. Additionally, I tried cancelling an order and another rep ******* hear me this is constantly an ordeal with Nordstrom and so not worth ordering anything in the first place.

  Business Response

  Date: 10/27/2022

  I'm very sorry to hear about this experience, *************. On our end, we're unable to request that your account be unlocked. You would need to follow "Unlock Online" steps to gain access to your account. 

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18298851
  
  I am rejecting this response because:There are constant tech difficulties on Nordstroms end that Im not in a position to correct
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/21/2022

  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 exchanged a jacket in store at the Nordstrom at the ****************** for a bigger size and was told they had none in stock at the store and my order would need to be shipped to me. The store clerk did the order for me and the jacket never came. When I went to the store to question what was going on they told me it never left the carrier and I would be issued a refund in 3-5 business days. Like my jacket, I never received that either. I tried calling customer service and was transferred 3 times before being put on hold for an hour before hanging up.

  Business Response

  Date: 10/27/2022

  I'm very sorry to hear about this experience, ************. I've taken care of your refund today and those funds will post in 1-3 business days. I've also included a link to the jacket should you decide to reorder. https://bit.ly/3TV7RhW

  Customer Answer

  Date: 10/29/2022

   
  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:10/21/2022

  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.

  Date of transaction: 10/9 Amount of money I paid: $329.47 Order Number: ********* Tracking numbers: 1. ONTRAC C11738304511745 2. *** 1Z3Y60220393338041 3. *** 1Z9R6A180330983858 4. **** ********************** (this one delivered successfully to my mailbox).I ordered 6 items. 2 arrived, 4 did not. I was out of town on the dates they showed as delivered, but when I got back in town, I reached out to my neighbors to see if anyone had received the package to the wrong address and no one has seen them.I reached out to customer service on 10/19, and was told by customer service that I would be refunded $296.70 for the items that never arrived.A few hours later, I received an email from Nordstrom stating that after the internal investigation, we have confirmed successful delivery of the package with all items present. At this time,Nordstromhas made the decision not to issue a refund or replacement as was requested.Im being charged for 4 items that show delivered through Ontrac and ***, but that I never received. The 2 items that were shipped via **** arrived in my mailbox without a problem. Nordstrom is refusing to assist me with a resolution for the items that I didnt receive.

  Business Response

  Date: 10/27/2022

  We're sorry to hear that part of your order wasn't received, ************, and appreciate the chance to investigate. Our delivery and research teams have investigated this inquiry and have determined that a refund cannot be issued. A communication has been sent and all inquiries regarding this decision can be directed to that email thread. Additionally, you may call ************.  

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18295310
  
  I am rejecting this response because: it is not a ************** is a refusal to send the items or refund me, and I'm still being held responsible to pay for these items that I did not receive. This is not acceptable.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 11/10/2022

  I apologize that we could not be of more assistance. Based on our findings, we have confirmation the package was delivered. As a result, we will uphold our delivery and research teams decision in not honoring a refund or shipping a replacement. If theft is involved, filing a police report is highly recommended. 
  
  

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18295310
  
  I am rejecting this response because: I paid for goods I never received. They aren't offering a resolution. After contacting the shipping carrier directly, I was told that the merchant can submit a lost/stolen claim with the carrier to recover their costs. As the consumer, I should not be punished with paying for something I didn't receive when it is the shipping merchant's responsibility to file a claim with the carrier and provide a resolution. 

   

  Refusing to resolve this issue is not a resolution.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:10/21/2022

  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.

  On September 2nd I initiated a returns with Nordstrom, to be sent back by mail. I have proof of sending all packages, there were 6 packages. The packages contained items from multiple orders. One box of items was not credited back to me, the total contents of that box exceed $800 of value. Nordstrom confirms that they received the package but says they cannot find the contents of the box in their return center, and therefor I will not get credit back. That essentially leaves me with my items missing, at no fault of my own.I can provide **** tracking info, but also, pictures of the box in question in which all the box's contents are visible, including each item and its order number. The tracking receipt has the weight of the box on the receipt, I have a picture with the box clearly full of the items I have returned, a picture of the box sealed with the shipping label visible, and proof provided from Nordstrom themselves that they received my package.I should not be left without credit back for my items. Everything I've ever purchased from them has been through Nordstrom Credit card as well. I've been a loyal customer for years, and had no trouble getting credit back for the other 5 boxes of items, with similarly valuable content in those boxes. It is only this one box. The tracking number is **** **************************, it included Keen Shoes $100, Dolce Vita Shoes $169.95, L.A.M.B. snakeskin hoody $180, *************************** Necklace $61.90, ******** Backpack $100, Topshop backpack $65, bow earrings $19.90, deco necklace $21.90, scarf $19.20, lamb woof skirt size 10, horn necklace, geode ring. I can provide all order numbers and item numbers. Most are visible in pictures.

  Business Response

  Date: 10/27/2022

  We're sorry to hear about your experience, ********************, and appreciate the chance to look into this further. Our delivery and research teams have looked into this inquiry and have determined that a refund cannot be issued at this time as the items in question haven't been physically received at our fulfillment center. Once received, we can review and follow up. A communication has been sent via email. All inquiries regarding this decision can be directed to that email thread. 

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18295020
  
  I am rejecting this response because: it is not my fault that you lost my items after receiving my package. I now need information on where to serve paperwork for small claims court, as well as to file a police report for the missing/stolen items. Address of the shipping center to which the package is confirmed to be returned. Thank you.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/10/2022

  I apologize that we're not able to be of more assistance. Your paperwork can be mailed to- Nordstrom Legal Department: 1600 ************, **************************. The police report would need to be filed with your local police department. According to tracking, the package should've been delivered to our facility in ************* **. 

• Initial Complaint

  Date:10/21/2022

  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 have always bragged about the quality of customer service that I always get at ******************** or **********************. I no longer feel the need to brag. I have had so many bad experiences with my most recent orders that I have considered ending our relationship for good. ( Order Numbers *********, *********, 383015034)Shipping has definitely been a problem with my last three orders. Either my items did not arrive timely and as indicated or they did not arrive at all. One dress arrive so wrinkled and balled up because of poor packaging prior to shipment that I was disgusted. I had to pay to get it dry cleaned before I could wear it. When you get to a point where greed is more important than making sure the customer experience is pleasant, it becomes a problem. Your online ordering process from start to finish should be just as exemplary as your in store shopping experience. Once again, I am left scrambling at the last minute to put something together because you failed to come through on your end. I am just tired. I made an attempt to voice my concerns about a month ago via customer service, but calling them has now become a nightmare too. Theres no empathy, compassion, or a resolution given that does not require me to escalate to a supervisor or manager. The language barriers are also extremely frustrating. Cutting corners make your customers frustrated. I certainly deserve better. That is sad! Please do better!

  Business Response

  Date: 10/28/2022

  ****** it is regrettable to hear of your recent experiences with Nordstrom. I want to start by adding my apologies on what should have been an easy and seamless experience. I did try to reach out to you via phone. I have left a message and will follow up with you again on Monday to address all your concerns. I again am truly sorry and look forward to speaking with you shortly.

• Initial Complaint

  Date:10/20/2022

  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 purchased a pair of Christian **** slides from Nordstrom totaled $968.99. I started a return through my Nordstrom app. On the app I was able to print out a free return label. On Tuesday September 13,2022 I dropped the package off and received a receipt. The weight of my package was 2lbs 15.80oz. On September 20th, 2022 as per tracking number the return was accepted at Nordstrom.I contacted Nordstrom about my refund on approximately October 12,2022. The customer service representative put me on hold stated she was going to send a request to the warehouse to process my return and it should be taken care of in 24 hours. I have not received a return or heard anything back from Nordstrom. On October 20th 2022 I call Nordstrom again about my return and was placed on hold in order for the representative to reach out to her supervisor. After being on the ************************************************************************************************************************* 24 hours. At 7:28pm I received a email from ************************** Services Stated that basically my package was received at their warehouse and they have misplaced it. And because they misplaced it I will have to wait until they are able to find my package to ensure the shoes are inside. This is unprofessional and irresponsible. Me as a paying customer should be no fault of an employee misplacing return orders. At this time Nordstrom has my money and the item which they have misplaced. I will like my refund of $968.99.

  Business Response

  Date: 10/28/2022

  ****,thank you for sharing your concerns. I am so sorry to hear that you have not received your refund for your return. I will be following up with you directly.
  
  

• Initial Complaint

  Date:10/20/2022

  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.

  On 7/17/2022 I purchased a necklace at Nordstrom.com. After recieving the item I decided it did not suit me and initiated a return via my account on the Nordstrom.com website. I used the printed mailing label provided on the website, packed the item and dropped it off at **** on August 4th, where it was picked up for delivery the same day. Several weeks later I logged onto my Nordstrom account and saw that the returned item had been received at their Elizabethtown warehouse on August 18th and that they were "working on my refund." Several weeks later when I went back into my Nordstrom account, I noticed that the same messaging was still there. I reached out to their customer service **** to inquire about the status of my refund. The customer service ********************** stated that they would look into my issue. The response I finally received from customer service was that they were able to confirm that my return arrived at the facility, but was subsequently lost and therefore they would NOT be providing a credit or refund. If they confirmed that the item was received in their facility and lost I would expect that they would conduct a thorough investigation and file an insurance claim if unable to locate it. It certainly is not my fault as the customer that they NORDSTOM lost my return after confirming they received it. I then sent an email to their "Nordstrom contact" email addressed and requested a refund of $5121.25 which was the cost of the item. I have screen shot of my Nordstrom account which shows the item arrived at their facility and copies of email between myself their their customer service and ******************** contact. I would appreciate assistance getting a refund on this purchase.

  Business Response

  Date: 10/27/2022

  We're sorry to hear about your experience, Ms. ******* and appreciate the chance to look into this further. Our delivery and research teams have looked into this inquiry and have determined that a refund cannot be issued at this time as the package hasn't been physically received at our fulfillment center. Once received, we can review and follow up. A communication has been sent via email. All inquiries regarding this decision can be directed to that email thread. 

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18254586
  
  I am rejecting this response because: As you can see from the attached documents, my account on Nordstrom's website says the item was received in their warehouse and their customer service team verified by email that the item was received in their warehouse and subsequently lost.  I am due a refund.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/09/2022

  Although tracking tells us when a package is marked as delivered, it doesn't verify the contents of the return. As a result, we will not be honoring a refund for the return in question and maintain our Delivery &Research's decision. Additional questions can be forwarded to that email thread.Additionally, you can call us at ************

• Initial Complaint

  Date:10/20/2022

  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 ordered **** sneakers from Nordstrom on 10/10/2022. I received a confirmation email indicating a *** tracking number of 1LSCXM6N2446742 and the order number is ********* on 10/12/2022. I tried it so I can have an idea when to expect the delivery but it said invalid. I called spoke to an agent and she said give it a couple of days to update in the system. I tried again on 10/14/2022 and it was still invalid. This agent said it didnt work for her either so she was sending a notification to *** to request a correct tracking number and someone would be in touch with me by Monday since this was a Friday. On Monday I didnt hear from anyone and the number still didnt work so I called back on Tuesday morning. This agent said there wasnt any updates from *** so I requested a manager. The manager said this was not sent through *** it was some company called Laser Ship and he also stated that anyone of the other agents should have been able to tell me that. So now he tracks it and it indicates it was delivered that past Sunday and left at the front door. I live in a building that requires either a key or ringing a bell for entry so unless they left it outside, the package was never left. The manager also indicated they have many issues with that courier and he was going to issue me a refund. He submitted the refund request which was later denied by their financial department. After 5 more frustrating phone calls I spoke to someone there who told me they denied me because their investigation states the gps of the courier indicated they were in the area. I never received my package! I dont know where he or she were but I was in my house all day on that Sunday and not one person came here and rang my bell or buzzed to get in!!!

  Business Response

  Date: 10/27/2022

  I'm very sorry to hear about your experience and appreciate the chance to help, ********. I see that a full refund was issued on our end on 10/24. Those funds normally take 1-3 business days to post. 

  Customer Answer

  Date: 10/27/2022

   
  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,
  
  Chevelle Mckayle

• Initial Complaint

  Date:10/20/2022

  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.

  This is in regards to my Nordstrom order, *********. For over a month now I have been trying to obtain a refund for two incorrect items I had received. I have spoken to numerous supervisors who were not able to properly assist me in reaching a resolution. I have been having back-and-forth conversation through email with the financial service team, who do not care to properly assist me in reaching a resolution. I had received three items in my order, two of which arrived completely incorrect. I had received different sandals. I had called a representative on the day I had received my parcel and informed him of the situation. He went onto sending me a return label and advising me to ship the unwanted items back. The returned parcel was received by Nordstroms fulfillment center on September 8. *** called numerous times asking for when I would be refunded for the two items I did not correctly receive, in which I was told that Id have to wait 30 days from the date of delivery for them to process a return and refund. It was eventually passed those 30 days and I still did not receive my refund. I reach back out again to be told, While the tracking does reflect the label arrived to our ******************* that confirms we received a shipment, but it is not conclusive to what was returned or who returned it. I want to assure you that we are not questioning whether you mailed the item back or not and we are not saying we dont believe you. It is not my place to speculate as to what was or was not in the package. I am only able to verify that the item in question was not received by Nordstrom. Once the items are physically received and validated, a refund will be issued at that time. Nobody seems to care about this issue. I am being told that a refund can only be processed once they validate the items in the package, but at this point, why havent the items been validated? It is because Nordstrom has lost my returns parcel, and I am now being penalized for it.

  Business Response

  Date: 10/25/2022

  We appreciate the opportunity to look into this further and apologize for any inconveniences caused. Though the package has been delivered according to the tracking number, we have not been able to locate it to validate the return. In order to process the return and issue a refund, we will need to be able to inspect the return and validate the items. We aren't able to issue any refunds until this process has been completed. I apologize for any inconvenience caused.
  
  

• Initial Complaint

  Date:10/19/2022

  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 made an online purchase with Nordstrom on October 11, 2022 at 8:02PM (Order *********). The three jackets were shipped in 2 separate shipments. I received one package on Tuesday, October 18th and the other package was never received by me. I called Nordstrom to inform them that I never received the packet and was requesting a refund. I was told they can't reimburse me because the package was delivered to a green door. All the apartments in my building have a green door. The package was supposedly delivered on Sunday, October 16th at 4:37 PM. I was home for several days nursing a swollen ankle and foot. I am requesting a full refund since I never received the jacket and do not know where the jacket is. I do not think that I should be penalize for a situation in which I purchase a jacket that was not delivered to me. I do not think it is fair that they keep the money I spent on the jacket while I do not have the jacket. I would want a refund.

  Business Response

  Date: 10/27/2022

  We're sorry to hear that you didn't receive your package, ***************. Our delivery and research teams have investigated this inquiry and have determined that a refund cannot be issued. A communication has been sent and all inquiries regarding this decision can be directed to that email thread. Additionally, you may call ************.  

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 1824951 I am rejecting this response because:  I would le to know why I must pay for an item that I never received.  If it was left in front of a green door, I would like proof that it was left in my door since all the doors in my building have green doors.   The store gets to keep my money and yet I do not have the jacket I ordered.  I am extremely disappointed with Nordstrom and quite unsatisfied especially for a high-end store.  This is extremely poor customer service, and I will not accept their decision.  I have responded tot he thread and no one has called me to discuss this further.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/09/2022

  At this time, we do stand by the decision made by our delivery and research teams as your carrier has confirmed delivery. It's disheartening to hear that you haven't received a response. You may also give our teams a call at ************. 

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18249514
  
  I am rejecting this response because: I was home the day of the delivery, and no one rang my doorbell to deliver the package.  If it was delivered to my door, I would have heard them knock on the door and this did not happen. Ironically, the second package was delivered to me and there is no question about the 2nd package. This store is generally known for the quality of the clothes it sells, the professional and courteous staff, and the way it handles a customer's concern.  I am totally disappointed with the manner in which Nordstrom is handling this incident. As a customer, I am being penalize for someone's mistake and Nordstrom is passing the loss to me.  I will never shop at this store again and am encouraging my family / friends to do the same.  I also find it quite upsetting that no one from Nordstrom has attempted to speak with me directly to see how we can resolve this issue.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/13/2022

  We have confirmed delivery by carrier. We have also gathered information from our internal investigation. Due to the totality of our findings, we have concluded a theft occurred as you do not have your item. Nordstrom is not able to compensate for criminal activity. I realize that  this was not the answer you were hoping for, however I assure you that this decision was not taken lightly. Additionally, Our teams have reached out to work with you. If you'd like to follow up you may reach them at ************. I am truly sorry for any disappointment this decision may cause. At this time we do consider this matter resolved.