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, Inc.

  PO Box 6555 Englewood, CO 80155-6555

• 

  Nordstrom, Inc.

  FRANKLIN MILLS MALL PHILADELPHIA, PA 19104

• 

  Nordstrom Inc.

  135 Westchester Avenue White Plains, NY 10604

• 

  Nordstrom

  Short Hills Mall Short Hills, NJ 07078

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:10/19/2022

  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.

  In March of 2022 I was the victim of identity theft. Someone used my credit cards and ordered merchandise from Nordstrom.com. As soon as I found out, I reported the fraud to my credit card companies, cancelled all cards, changed my email passwords, and I reported the fraud to Nordstrom as well. I was able to stop shipment of thousands of dollars of merchandise since I contacted Nordstrom on time. Since then they keep canceling my orders everytime I place them. Months later and I continue to have issues ordering merchandise on Nordstrom.com and Nordstromrack.com. Every time I place an order it gets cancelled immediately and I have to contact Nordstrom ********* Services and then wait up to 24 hours for them to resolve the issue and then place my order again. This has happened 4 or 5 times and the issue still persists. Every single time I place an order, this happens and everytime I am told that I will not have the issue going forward but I am being lied to. At this point I feel like Nordstrom is intentionally doing this to discourage me from ordering from them because of the identity theft. I feel that I am being punished after being a victim of identity theft. This cannot be legal. Each time I go through this I am being told it is because of the fraud on my account back in March. It's not fair that I am being inconvenienced and aggregated when I did everything I could to resolve the fraud (even contacting Nordstrom). I am requesting a formal investigation on this company and other remediation as well. This can't be legal.

  Business Response

  Date: 10/28/2022

  Hello ******, I am so sorry to hear that you have been unsuccessful in placing your orders with Nordstrom. Great news! We have been able to validate your account so this will allow you to place your orders successfully. I do suggest that you continue to use the same information between orders as any new information introduced into the account will continue to cause the orders to cancel. Should you have any further questions regarding this matter please don't hesitate to contact Nordstrom ************* at ************

• Initial Complaint

  Date:10/18/2022

  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.

  Purchased a pair of ******************* flats from Nordstrom on 9/30/22. Order number: *********. I received an email on 10/7/22 stating my package was delivered. I never received my order. Called on 10/8/22 and was told my package was on it's way to being delivered and I should have it any day. Called on 10/10/22 regarding my package and was told that it was at *** location and that I would need to go pick it up if I wanted it. Obviously, this was not an acceptable solution for me given that I was expecting my package to be delivered to my home and I never received it. I kindly asked for speak to a supervisor regarding this issue and was basically told that if I wanted the shoes, I would need to go and pick them up myself. Never told me where I would need to pick them up from. I asked for a refund and to cancel my order. I was told my order was canceled and once the received the shoes back from *** I would receive a refund. I was also told that I would be contacted via email regarding my return. I have not heard from Nordstrom's regarding their poor customer service or regarding my refund for my shoes. I complained about the situation on their website and have not heard from anyone.

  Business Response

  Date: 10/27/2022

  I'm very sorry to hear about your experience, Glorious. This isn't the treatment we want for our customers and I'll be sure to address it with our teams. I see that your refund was issued on 10/24 and should take 1-3 business days to post.  

• Initial Complaint

  Date:10/18/2022

  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.

  Order Number ********* placed in 10/5/2022 in the amount of $ ****** with Nordstrom Rack, is showing delivered on 10/11/2022. Unfortunately I have never received the package, I called Nordstrom, open a ticket and they declined to replace the goods or provide me a refund. I checked with neighbors and nothing was delivered. There is no proof of delivery or signatures but they still decline to refund the order. I called 2x asked for another check but Nordstrom refuses to provide the refund or proof of delivery

  Business Response

  Date: 10/24/2022

  We're sorry to learn of this experience and appreciate the chance to look into this further. We found that a full refund was issued for the order on 10/19/22 the refund should post shortly. We're happy to see this has been resolved and apologize again for any inconveniences caused.

  Customer Answer

  Date: 10/25/2022

   
  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:10/17/2022

  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.

  My inquiry is rooted in the desire to be one of your customers. In an era of ************* etc. the concussed is further empowered to make their dollar go further. Among the options available, are the outlet malls. However, a prevalent practice is for these stores to be stocked with offerings that are specifically manufactured for them. However, some will offer inventory for prior seasons, as well as items with small imperfections. Other retailers will offer department stores like Bloomingdales, Macys and Nordstrom, etc. a main-line product that still deviates from the quality of the boutique stores. GAP and its family of brands have a **************** (not an outlet store) in Hebron, ********, while Nordstrom has Last Chance (not to be confused with LAST CALL) in ******* and ********. Others offer Sample Sales, directly or through third-party vendors. There are also operations in ******, and I am prompted to consider there might also be in other countries. As my travels often take me to its far concerns, It is my desire to find out more about these in order to support your business as much as to be one of your customers. Can you kindly direct me to someone who can assist further in answering these sorts of questions? The best way to reach me is via email. Thank you.

  Business Response

  Date: 10/27/2022

  **** thank you for sharing your concerns with me regarding your desire to be a Nordstrom customer. I have sent you an email requesting more details. I look forward to assisting you further.
  

  Customer Answer

  Date: 11/15/2022

  Please update my response:
  
  I am NOT satisfied with the company's response. The reason is that, what appears to be a willingness to help, is nothing but a sham to look good before the BBB. Answers are designed to tyre out the consumer. It is not honest and forthcoming. They want to keep their information secretive so that they can continue to exert pressure on the market, through unfair practices that can come to light. 
  

  
  

• Initial Complaint

  Date:10/17/2022

  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.

  Bought a Dyson Airwrap refurbished. Doesn't work like it should compared to a new Dyson Airwrap. They won't take a return on it even though i just bought it and tested it out.

  Business Response

  Date: 10/18/2022

  Thanks for reaching out and sharing this, ****. I'm sorry to hear that your purchase didn't work out. This item is final sale which does mean that we are unable to accept a return. You can forward your concerns regarding manufacturer defects to Dyson for assistance. Below is a link to their site and customer care number. 
  
  https://bit.ly/3eG73OM
  **********

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18237492
  
  I am rejecting this response because: It doesn't help anything that you sold something broken, you can't final sale something broken and think it's okay Lol.
  
  Sincerely,
  
  **** Le

• Initial Complaint

  Date:10/16/2022

  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 placed an order for multiple jackets. I received a delivery on 10/13, I opened the package on 10/15 and it contained 1 parka but inside it had a receipt stating 3 items. I checked my order status and it stated 3 items were delivered. There were not, there was one! I contacted Nordstrom via phone immediately on 10/15 was told a refund was requested. The following day which is today 10/16 that my request was denied and they were not refunding or replacing the missing items as they show it being delivered. They told me to call the police to report theft. I contacted again via phone and was told again a request was submitted reintegrating only ONE item was in the shipment not 3. I then received another email telling me I should contact police and to consider changing my shipment address or pick up my orders to prevent this issue. The issue was not theft or stolen items. The issue is Nordstrom never shipped 3 jackets in this one small package. I contacted my credit card but Nordstrom is stating they are not at fault. I asked for proof they shipped 3 items, actual proof of someone packing 3 huge jackets into this small bag.

  Business Response

  Date: 10/26/2022

  **** thank you for taking the time to share your concerns with me. I am sure this whole ordeal was very upsetting to you. Your items did,as our Delivery Research team have educated, show that all items were delivered. However, I am happy to report that I have as a courtesy decided to issue a credit to you for both items. You should see a refund of $269.80 go back to your **************** within 3-7 business days. Going forward I do recommend for the safe shipping of your items to ship to an alternate address or ship to your local Nordstrom or Nordstrom Rack store. Should you have further questions regarding this refund please dont hesitate to contact customer care at ************

  Customer Answer

  Date: 11/01/2022

   
  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. For the record, to Nordstrom, the 2 items in question were not packed in the package that was delivered. Someone in the warehouse is at fault. As I have said multiple times, so please do not act like it is a courtesy to refund me for items never shipped.  Nordstrom packaged ONE of THREE items, so this is not a favor by refunding me for these missing items. Nordstrom has lost a very loyal customer over this, I have returned everything purchased in the last 2 monthsas well as my close friends and family who have heard how poorly I have been treated. It took reporting to BBB to get my owed money! Shame on you. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/14/2022

  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.

  10/4/22 - delivered 4 pants to be tailored by ****** at Nordstrom Rack.- ****** stated he needed until 10/13 for pick up and this was selected by him on the tablet (10 days out)10/13/22 - went to pick up the 4 pants as promised at Nordstrom Rack.- ****** was not there and an older lady whom look distressed, states ****** went on vacation and she was moved to this location to finish up his work. - I noticed my pants were on the table and not worked with at all. She stated this was true and she barely started. I asked why was this missed and she apologized and wasnt sure what to do. I proceeded to leave the store.I called Nordstrom twice and was transferred multiple times by ***** - 1st Transfer - Chino Store Manager - ***** who stated this was just simply bad customer service and they wouldnt be able to do anything to compensate for the delays. Also stated this is a sales company and I corrected her demeanor as this isnt the proper way to deescalate nor to reason with a customer upon valid complaint and issue. She never once asked for my ticket or receipt number. She later admitted to be a manager on duty.2nd Transfer - Nordstrom Rack ******** service agent I spoke to was condescending and I was also warm transferred to by ***** whom the NRack agent proceeded with the call stating how can I help you? This sounds as if Im going around in circles and in the end this individual placed me on a long hold with finally starting his lead/supervisor stated I should go back to the store. This is not the way to treat customers by wasting their time and not holding accountability for incompetence. I am unsure how my pants will even turn out and they may as be damaged from someone who may not be experienced and forced into working on someone elses order. I want compensation of the $160 I paid for the tailoring either in refund or credits. Also reassurance my 4 pants are not damaged. This is appalling coming from a reputable company.

  Business Response

  Date: 10/21/2022

  ************ apologize for your experience and appreciate you taking the time to share your feedback. I am working with the local store to have a closer look into what could've caused this issue in the hopes of preventing future incidents. We will also connect with you directly. 

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18221946
  
  I am rejecting this response because:

  You didnt contact me. All I heard was from your leadership at the store.

   

  Business Response

  Date: 11/08/2022

  ***** thank you for sharing your concerns with me regarding your experience instore. I am very sorry for the delay and for the unsatisfactory tailoring on your pant items. I understand that the Store Manager **** has reached out to you and issued a refund for two of the slacks. I have tried to contact you per your request. I would be happy to continue to assist you in the event you have any questions or concerns regarding your instore experience. You can contact customer care at ************.

• Initial Complaint

  Date:10/13/2022

  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.

  Made an online purchase and it was not delivered. My order wasnt received. It was shipping via ***** I signed up for informed delivery. The item was supposed to be delivered but fell off the radar over a week ago. **** does not have any information about this either. Nordstrom customer service were not helpful at all. They refused to intervene. They kept putting me off and refused to help. They refused to issue a refund even though they could clearly see the item was not delivered nor in transit. Ive called them several times and customer service is often rude and disrespectfuMy order wasnt received. It was shipping via ***** I signed up for informed delivery. The item was supposed to be delivered but fell off the radar over a week ago. **** does not have any information about this either. Nordstrom customer service were not helpful at all. They kept putting me off and refused to help. Ive called them several times and service is diverted to foreign countries who are extremely careless et rude l. They have been dismissive. This happens in ******* and especially when calls is diverted to foreign countries who are extremely careless et rude . ********* ****** et others have kept me on hold for over an hour. **** also. This is horrible

  Business Response

  Date: 10/24/2022

  We're sorry to hear of this experience and appreciate the opportunity to look into this further. We found that a full refund for the item was issued on 10/14/22 and it should've posted to the original form of payment. We're glad to see our teams were able to assist you and resolve this.

• Initial Complaint

  Date:10/11/2022

  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 visited Nordstrom *********** in *******, ** on Tuesday, Oct. 11th at 7:45pm.An employee directly gave a customer insider information about items that were coming onto the floor in advance of when they were actually stocked. They were lined up **** min. before the items had even come out and this is not the first time I have seen resellers given advanced notice. I saw the items start to get restocked and waited in line behind where I had previously seen the line start on past visits. I was arbitrarily told by the store manager that the line starts behind the employee and the other customer. The line starting point is completely at the discretion of staff, who are oftentimes in collusion with customers who resell Nordstrom Last Chance items for a profit.As a frequent Nordstrom shopper, I am incredibly disappointed by the practices upheld in this store. Their general policy is that they do not allow loitering in the store and they do not allow employees to disclose to customers when items will be put on the floor.Attached is a photo of the individuals involved. We typically frequent Last Chance once a week and have consistently seen this customer partaking in long conversations with employees and getting advanced notice when items are being restocked.Nordstrom site says to email ********************************** for customer service but they told me twice they would not do anything with my complaint.

  Business Response

  Date: 10/18/2022

  It's disheartening to hear about your experience, Ms. ***, and I appreciate you taking the time to share this. I've sent your feedback to our store management teams and your concerns will be addressed. Have a wonderful day! 

• Initial Complaint

  Date:10/11/2022

  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 returned both items in Order ********* with a Nordstrom provided return label (Tracking **********************). According to the tracking information it was delivered to the return center 9/27/22. I still have not received a refund.Requesting a refund of $3,534.25 back to my credit card.

  Business Response

  Date: 10/19/2022

  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.
  

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18197201
  
  I am rejecting this response because:

   

  You are supposed to deal with returns within 14 business days according to your own policy. Since you can see the return package has been delivered I kindly request you issue me a refund while you sort out any issues you have internally with misplaced packages.
  

  
  Please issue me a refund for Order #********* in the amount of $3534.26.  

  Business Response

  Date: 11/01/2022

  We understand your concerns. However, we cannot issue a refund if we cannot verify the contents of the return. Because of this, we will not be able to issue a refund until the return has been received. We apologize for any disappointment caused.