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:10/11/2022

  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 placed an order on nordstrom for a pair of shoes. The shoes were apparently delivered on sunday, and no signature was required. Once I receive the delivery notification, I checked my mailroom and didnt find any package. I looked around my street and even asked my neighbors, but still have failed to find my items that I ordered. I Contacted Nordstrom and they denied me a refund, and are forcing me to pay for an item I didn't even receive. Super disappointed with them and I'd like for this issue to be resolved.Order number: ********* Order date: 10/06/2022

  Business Response

  Date: 10/19/2022

  ****** thank you, for sharing your concerns regarding the missing items on your order. I am sorry to hear you did not receive your package.I certainly understand that things happen once packages leave our facility, and your fervent desire to recover the item or refund. However, refunding and/or replacing merchandise reported as not received is done at Nordstrom's discretion. Our Delivery Research department has communicated with you that regrettably,we will not be able to move forward with a refund or replacement following our internal investigation. I do advise filing a police report. Once the investigation officer ******** us with a subpoena, we will be able to release the details of our investigation. I am truly sorry for any disappointment this may cause; Please know this decision was not taken lightly.
  

• Initial Complaint

  Date:10/09/2022

  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 received an email notice that a dress I ordered for my daughter was delivered at 10:28 pm on October 6th, PST. My daughter went to her lobby to get the package, but it was not there. She posted a bulletin in her building to see if anyone got the package by mistake...no one did. I contacted customer service the next day and was told that sometimes there is a 24-hour window for delivery. My daughter kept looking for the package, but it never came. I spoke to a Nordstrom customer service rep again yesterday and told him the package had still not been received. This morning I got an email from Nordstrom saying my claim for a refund or replacement was rejected. I'm so upset to lose over $230 dollars for a dress that was so carelessly shipped!First of all...the tracking information said it was delivered late night.Second, there is absolutely no verification that the package was actually delivered or even that it was delivered to the correct address. Third, the only notice received was an email to me although I had given my daughter's contact information on the order.I'm quite upset and disappointed in Nordstrom negligence in dealing with this failure to deliver a dress my daughter needs for a friend's upcoming wedding. I believe that Nordstrom should assist us in filing a claim against the delivery company and that they should send the dress for my daughter to pick up at the store, since they do no use an honest or reliable delivery service. I would appreciate your prompt attention to resolve this matter. An email telling me it's my problem and financial loss is not acceptable to me! I am attaching the tracking notice and email I received about not getting a refund...which by the way, I didn't request...I just want my daughter to get the dress I ordered for her!

  Business Response

  Date: 10/17/2022

  ******** thank you for sharing your concerns with me regarding your missing dress item the Reformation ************* Sleeve Midi Dress I am sure this mustve been distressing for you and your daughter. I am happy to report that we were able to issue a credit in the amount of $236.80. If you or your daughter would like help to place a new order, please call ************ and ************* would be delighted to assist.
  

  Customer Answer

  Date: 10/24/2022

   
  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:10/09/2022

  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.

  COMPANY CONTINUE TO VILATE "FDCPA, FCRA, FCBA" AND REPORTING ID FRAUD ACCOUNT ($794.00) NOT MINES, NEVER DONE BUSINESS WITH COMPANY, SSN#(LAST 4) ****, DOB: 7/24/1996, REMOVE FRAUD ACCOUNT FROM ALL "CRA", "FTC" CASE# *********(FILED 6/7/2022)

  Business Response

  Date: 10/21/2022

  **** thank you for sharing your concerns with us. Our records show the account was opened online on November 9, 2019, and first fell past due July 4, 2020. On January 10, 2021, the account charged off with a $794.96 outstanding balance. We received a fraud claim from you on June 21, 2021, and we responded that you remain responsible for the account based on the evidence we provided. After thorough investigation, weve again concluded the account is valid and you remain liable for the owed amount.
  
  In addition to this complaint, weve received multiple disputes via Experian, Equifax, and TransUnion claiming inaccurate account reporting. We investigated and responded to each dispute stating that the information we are reporting is accurate. According to the terms and conditions applicable to the account, and as required by law, were obligated to report account behavior accurately. As such, were unable to remove the account from reporting on your credit file. A letter with these findings will arrive shortly.Should you have any questions about the outcome of our investigation, we invite you to call us at ************.

• Initial Complaint

  Date:10/09/2022

  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.

  Hello!!I am reaching out in regards to my order *********, which was placed on nordstrom website on sept 26 and I paid $495.62 for the order.Initially *** did not deliver it stating that receiver was not at home whereas I was.The day it showed delivered I was at home again but I wasnt able to find it anywhere. Reached out to *** and they asked me to check the community locker area but there was nothing and in the end they asked me to reach out to the shipper. Which i did but got disconnected thrice by your phone support.Finally reached out to chat support and chatted with *****, who promised me a refund by Monday (i have a screenshot of that). On monday i reached out again just to follow up and chatted with ******, who asked me to wait for another 3 days (without checking any details and disconnected the chat. I have a screenshot of that as well)Finally when i checked my junk email found an email from oct 1 stating that refund was denied. So the agent was lying.I again reached out to chat support and chatted with ******* who took a long time tellingme that his system is undergoing some update and in the end asked me to reach out the email from i received that email.I reached out to the support on ******** and they advised me to reach to email from where i received the refund refused email.I have already sent them an email but no response.This company is giving me a run around and no one has given the correct info so far.At time point of point all i want is a refund and i will take my business elsewhere.

  Business Response

  Date: 10/18/2022

  It's disheartening to hear that your order wasn't received, ***** Our delivery and research teams have investigated this inquiry and have determined that a refund cannot be issued as delivery was confirmed by your carrier. A communication has been sent and all inquiries regarding this decision can be directed to that email thread. You may also give us a call at ************.

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18188286
  
  I am rejecting this response because:
  

  i have tried contacting multiple times but no one seems to help. This has been the most unsatisfactory experience ever. Try and understand no body has this much for something which is not true or is not important. All youre doing giving me a run around and making me feel as if i am lying.
  

  i spent a good chunk of money but not received anything. None of your support seemed to help. This has severly affected my mental health as you have made this so difficult. I saved up this chunk to give someone a present which i didi t receive and then spent another chunk of money to get aomething comparble and on top of this all this anxiety.

  i want you re-evaluate everything. I am not asking for any kind of compensation for all this harassment instead asking for something which is mine. If you cannot refund, issue store credit, i dont mind but i cannot let this go away for such a big amount.

   

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

  Business Response

  Date: 10/27/2022

  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 missing package from this order and maintain our Delivery & Research's decision in denying the refund. Based on our findings, we have confirmation the package was delivered. If theft is involved, filing a police report is highly recommended. 
  
  

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18188286
  
  I am rejecting this response because I would not have wasted so much of my time and energy on this. Instead of just accusing your customer just try an understand. I dont believe there is anyone in todays world who would **** to be in such a situation unnecessarily. Why didnt you put a signature requirement on my package. I fail to understand your policies here. First will ship an expensive order without signature requirement and if there is an issue will give such a run around to the customer. I mean this is unacceptable.

  if you cannot refund, give me my item i paid for and I will pick it up from a store. Else issue a store credit. 
  

  Also the police would only look into this if the item is over $500 . My order was on sale at the item i ordered and the total value is leas than $500.

  i mean I am stuck in a really bad situation here. There has to be aome or the other option for you to resolve this as a company. 
  for once try to understand the situation I am in and tell how would you feel.

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

  Business Response

  Date: 11/10/2022

  I apologize that we could not be of more assistance. Signature requirements are determined by your carrier and cannot be modified on our end. Based on the totality of our findings, we will not be honoring a refund/ store credit or nor sending out a replacement. I understand that this isn't the answer you were hoping for, however, please know this decision wasn't made lightly. We do consider this matter closed and any follow up questions can be forwarded to the email thread with our delivery and research team or by calling **********. 

• Initial Complaint

  Date:10/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase on January 23rd from Nordstrom Rack only for pick up at *************. The order consisted of two pillows and a comforter set. I went into the store picked up my pillows and nobody had an idea where my comforter was, clueless. I figured it was delayed, I went back a month later! The staff still insisted the didnt have any information about the comforter and there was nothing they can do. Mind you, I was charged the minute I placed the order. So much time had gone by I was like since I never received my product which I payed for then I want a refund, they said they would submit a request which was denied. Thieves! I cant get my money back on something I payed for and never received. I asked if I can get a credit or if they can resend the item since is in stock (in stock in a different color) they said no. So they took my money and refuse to pay me back in any way. Is been over 9 months and nobody has answers. I have been told to contact the store when I do the store says they have no idea!!! I have never come across a corporation that treats customers which such disrespect. No appeasement for me waiting almost ten months and the frustration, money and time I have spent to get this resolved.

  Business Response

  Date: 10/21/2022

  ******* thank you very much for sharing your concerns with me. Please accept my apology for our repeated service failures in what should have been a simple and pleasant transaction. **************** is our top priority and we sadly, failed you miserably. We have issued a refund for your comforter item. Should you have any questions regarding this refund please do not hesitate to call us at ************. 

• Initial Complaint

  Date:10/07/2022

  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 complaint is regarding two orders that Nordstrom refuses to provide a refund on. I purchased two pairs of boots in different sizes. Neither fit so I packed them up with the Nordstrom-provided shipping labels and they were picked up by the postal worker that services my area. Over a month passed without a refund when I received an email claiming they received a dress instead of the boots for one of the orders. I wrote back explaining that this was not my dress, but they proceeded to mail the dress to me. When I called to discuss and check on the status of the other order, they confirmed receipt of both packages, but they could not locate the contents of the other package at all. After emailing and calling several times with blanket responses, they concluded based on their internal investigation that they couldnt refund me, and that I would need to file a police report and deal with the **** directly. What happens after a package is picked up by the courier is not the customers responsibility. No ownership by Nordstrom for mismanagement in their facilities or effort to work with their courier to resolve this matter. Im beyond disappointed at the lack of customer support and responsibility taken by a company the size of Nordstrom. This is not how a long-time customer and ******************** card holder should be treated and would appreciate assistance in rectifying this issue with my entitled refund.Orders Placed: August 14, 2022 Orders Delivered: August 18, 2022Return Orders Requested: August 21, 2022Return Orders picked up by ****: August 24, 2022Orders received by Nordstrom:August 27, 2022 Order # ********* Tracking # **** **** **** **** **** **** 91 Boot Size: 7US / 37.5EU Order # ********* Tracking # **** **** **** **** **** **** 70 Boot Size: 6.5US / 37EU Item # for both ******* Fendi Karligraphy Logo Croc Embossed Riding Boot (Women) in M ******** $636.00 + $56.45 tax = $692.45 each order for a Total Refund of: $1,384.90

  Business Response

  Date: 10/17/2022

  ***** thank you for sharing your concerns with me regarding your missing refund for the Fendi boots. I am happy to report that we were able to issue a credit in the amount of $1384.90. Since your items were not received by our fulfillment center, for the safety of your returned items going forward,you do have the option to return in store.

• Initial Complaint

  Date:10/07/2022

  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.

  Purchased shoes online from Nordstrom on September 27, 2022.Order Total: $261.30 Order Number: ********* Tracking Number: 1Z844V370301309061 Nordstrom claims shoes were delivered on September 28, 2022. I have not receive the shoes.This is a 24/7 doorman building where all packages are logged and stored in a locked closet. My building has no record of having received a package from Nordstrom in or around that date, nor as of this writing, ten days later.I have made several requests of Nordstrom to produce documentation from *** of the claimed delivery location. Their response, each time, has been that it has been delivered to "********, **." In a city of over 8 million people, this seems rather vague. They also instructed me to contact the police, which, according to the other claimants to the BBB, seems to be Nordstrom's mode of operation.

  Business Response

  Date: 10/17/2022

  We're sorry to hear of this experience and appreciate the opportunity to look into this further. Based on our review, we agree that a refund should be issued. I just processed it for you now and $261.30 will return to the original form of payment in a few business days.
  

  Customer Answer

  Date: 10/17/2022

   
  Better Business Bureau:
  
  Thank you for your efforts in resolving the issue regarding my purchase from Nordstrom. My understanding of the resolution is that the Nordstrom will reimburse the full $261.30 charged to my account. 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:10/06/2022

  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.

  So I shipped this item back using Nordstrom Pre paid label and I have all the tracking details that it was delivered but they sent me an email stating that they were not able to locate the item and therefore I won't get my money back. How can they not locate the item when it was delivered? I'm attaching the label I used. Kindly you can help me resolve this issue

  Business Response

  Date: 10/10/2022

  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 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: 10/10/2022

   
  Complaint: 18179161
  
  I am rejecting this response because: dont know exactly what it means that it wasnt received because on my end the package was delivered and received at the warehouse. I have attached all the tracking details again and again. 
  
  Sincerely,
  
  Hoor ******

  Business Response

  Date: 10/18/2022

  Our fulfillment teams have reviewed and confirmed that your package hasn't been physically received. Due to this, we will not be honoring a refund for the return in question and maintain our Delivery &Research's decision in denying the refund. Additional questions can be forwarded to the ongoing email thread.Additionally, you may call us at ************.  

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18179161
  
  I am rejecting this response because:so what happened to the package that was received at the warehouse? I got this email few days back from one of your team members that it was revived and I have attached that as well. How am I responsible for something I ship out and you revived the package as it clearly shows everywhere. If your fulfillment center isnt able to do what they are supposed to do then theres nothing I can do. The tracking details clearly shows it was delivered. I would love to know what happened to the package when it was revived at the warehouse. This is not acceptable! 
  
  Sincerely,
  
  Hoor 

  Business Response

  Date: 10/27/2022

  Although tracking shows us where a package is and when it's delivered, it doesn't tell us the contents of your return. Our teams have reviewed this claim thoroughly and found that the return item in question hasn't physically been received. At this time we will uphold our fulfillment centers decision to not issue a refund. I realize that  this was not the answer you were hoping for, however I assure you that this decision was not taken lightly. 

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18179161
  
  I am rejecting this response because:as I have mentioned before I did ship back the item and you mentioned that it was received at the fulfillment center so I don't understand the reason for not getting my refund back. I would like to know what happened to the package that was received at the fulfillment center.
  
  Sincerely,
  
  Hoor ******

• Initial Complaint

  Date:10/06/2022

  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 placed an order with Nordstrom. A few days later, I received a delivery notification. The package was delivered to the sidewalk at our door, before we opened that day. Left out in the open, on a downtown street. No surprise, the package was not received. Our hours are posted clearly on our door. The driver forged the signature "**************"....no one on my street has that name. I checked with all of my neighbors on my street, just in case. Nordstrom is now saying that they have no responsibility for any of this. OnTrac is saying the same thing. In what world is it now ok to so carelessly disregard the well-being & delivery of someone's packages?!?The total value of the package was $370.75. The order is # *********.

  Business Response

  Date: 10/14/2022

  Steph thank you for sharing your concerns with us. I am so very sorry to hear that you did not receive your package and for the disappointment caused during the review of this claim. Our Delivery Research department did look into this thoroughly, however, you have opened a dispute with your bank. Once a dispute is opened, we are not able to issue any refunds on the order as this may cause further issues. At this time, the bank will work with our financial team directly and your bank will follow up with you with their findings. 
  

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18051931
  
  I am rejecting this response because:

  Nordstom is gaslighting. 

  I contacted Nordstrom & gave Nordstom ample time to resolve this situation via 3 phone calls & several e-mails, over a few weeks time.  I was told that Nordstom bared no responsibility for using a delivery service (OnTrac) that  leaves packages on the open sidewalk, outside of our posted business hours.  Had NOrdstrom noted that OnTrac was there delivery service, I would not have placed the order.  If Nordstrom used a reputable delivery service ****************** DHL) then this would have never happened.

  I did not open a claim with my bank.  I contacted the pay service (Paypal), after Nordstrom declined to investigate.  I notified Paypal that the package had not been received. All Nordstrom needed to do was issue a refund via ************* They still can issue a refund to ************* They have not issued a refund to ************* *** lighting.
  

  Further reasons to never shop with Nordstrom again, to offer my feedback via reviews, and to spread the word about how Nordstrom now completely disregards good judgement & good customer service.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/06/2022

  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 am writing in frustration, disappointment, and anger at the low level of customer service and resolution that I have received from Nordstrom and Nordstrom **** Services. Being a former employee of 10+ years and a Nordstrom card holder for 20+ year, the situation that I have been dealing with since August 2022 is absolutely unacceptable. My Nordstrom Debit card expired August of 2022, I never received a new card in the mail, so I called. I was told that it had been mailed out and to wait the full 14 days. After the 14 days, I still did not receive my cad, so I called again. They said that they didnt know why the card never showed up and that they would mail a second replacement card out. Again, after 14 days I did not receive a new card so I called a 3rd time. This time they suggested that I use a different address (mind you, my home mailing address has been the same for mail, Nordstrom catalogs, flyers etc. for over 10 years.) so, I unwillingly gave them my work address of ******************************************* in ****************. Another 14 days went by and I still do not have a card. I call for now a 5th time and the customer service team, after being on hold for 17 minutes, then transfers me to the wrong specialist, is then on hold for another 7 minutes, the new resolution is to mail my card to store #6 in ******, ** but because they wont know who the mail is for that I need to call the Store every day to find out if they have received my card in their mail. So now, my card is floating out there, maybe, to the store where no one will know who I am or what to do with it once they receive it, if they do. I have sent messages via **** Services and each response is to call the **** # for resolution. Well, that clearly is not working and I am not sure why this cant be handled by you on your end in a professional resolution and manner.

  Business Response

  Date: 10/14/2022

  ************;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.