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Business Profile

Department Stores

Nordstrom, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Department Stores.

Complaints

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

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Nordstrom, Inc. has 140 locations, listed below.

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    Customer Complaints Summary

    • 1,592 total complaints in the last 3 years.
    • 408 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/06/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 purse in April 2022. Purse broke in September 2022 (within the 6 month warranty). Clasp completely fell off of purse so you can't use the shoulder strap. ********* corporate said returns for warranty need to be returned to the store you got it from if it wasn't purchased directly from them. Nordstrom said they won't take it back. This is unacceptable!!! Nordstrom Rack Order number #*********

      Business Response

      Date: 10/14/2022

      ******* thank you for taking the time to share your concerns with me today. I am so sorry that the clasp on the bag broke after such a short time I am sure this was upsetting. Per our conversation I have gone ahead and issued a refund in the amount of $446.47 to your Pay Pal account. I have also arranged for *** to pick up the bag. The *** Carrier will provide the label for you. 

    • Initial Complaint

      Date:10/06/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      7/25/22-placed order for an item. 7/27/22-received package, but outside was addressed to me & inside was packing slip and item for another person. Contacted *************************** sent me a pre-paid label to send the incorrect item back and put in a new order for a no-charge replacement item of what I was was supposed to receive. 7/28/22-went to the **** to return the item using the label/tracking number provided by Nordstrom. 8/11/22-received an email from Nordstrom stating product was not received and if not received by 8/26/22, I would be billed on my Nordstrom card for the replacement item. I chatted online with Nordstrom and was told all was OK and they would note what happened & I would not be charged. I also emailed them stating that if I was charged, I would dispute it. Never got a response until 9/10/22. On 9/10/22 Nordstrom sent me an email stating that they still did not receive the return & therefore, charged my Nordstrom credit card account in the amount of $44 for the replacement item. I called the credit card & asked to dispute the charge, but got nowhere. The 1st person I spoke to said it wasn't a credit card issue & transferred me to customer service who in turn transferred me back to the credit card department. They told me nothing can be done until the charge posts, as it was still pending, but he also told me that I should go through customer service instead of the ********************** card **********************. September 10, 2022 - $44.00 for the replacement item posted to my Nordstrom account.Today is October 5th and I just checked my card balance. The charge still remains. If someone would look at the info from the tracking #, there is the proof that the item was returned. **** tracking #**************************. It shows that the item was in possession of the **** in ****** on 7/28/22. Where it went from there, I have no idea or control over, but I clearly returned it and should not be charged for the replacement item that was sent to me.

      Business Response

      Date: 10/10/2022

      We've reached out directly to Ms. ******* via email to offer assistance. 

      Customer Answer

      Date: 10/11/2022

       
      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:10/05/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a dress and Nordstrom shipped via ontrac. The item was delivered on 10/3/22 but not to my address. Nordstrom Refuses to refund and says I need to do better with shipping next time. They dont give me a choice as to who they use to ship so this is on them. I want a refund of $141 dollars. They can file a claim with ontrac who clearly failed to deliver properly.

      Business Response

      Date: 10/12/2022

      Our **************** connected with our customer on 10/6/22 regarding their concerns. A refund was issued and we consider this matter resolved.

    • Initial Complaint

      Date:10/04/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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:386660296 The order is placed with wrong address. I contact with nd online and phone costumers service and they told me the order can not be canceled. But I can contact again and they will take steps and refund the money. I do as they told me but the refund was denied. Then no matter how many times I contact the costumers service, they told me they will send me an email with the refund but there werent any reply at all.I really feel sorry with this order and make nd unnecessary loss. But I have done as what they told and I should not take the responsibility of this order. Please return the refund 300 dollars to me ASAP.

      Business Response

      Date: 10/06/2022

      Thank you for taking the time to reach out and sharing your experience, ********. I'm happy to report that a full refund has been issued and those funds will post in 1-3 business days.  

    • Initial Complaint

      Date:10/04/2022

      Type:Billing Issues
      Status:
      Answered
      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 business has reported to my credit report agencies that I was delinquent for a credit account that I did not open and that does not belong to me. I called customer service to dispute it directly at ************ she put me on hold and never came back to the phone. It states this card was opened in 2/2017. Which makes it impossible to belong to me, because Nordstrom CC was listed on ****************** 7 and was discharged on June 29, 2015. I recently called earlier this year to open a Nordstrom card, but I was told that I had to wait (7) years to open another card. The balance charged on my credit report is $2712. I did not have that high of a limit when I did have a Nordstrom card.

      Business Response

      Date: 10/13/2022

      ****** thank you for sharing your concerns. Our records show the account was opened in person with photo ID on 02.03.2017 we have mailed you a letter with supporting details regarding the credit file. Should you have any questions about the outcome of our investigation we invite you to call us at ************

    • Initial Complaint

      Date:10/03/2022

      Type:Product Issues
      Status:
      Answered
      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 fendi watch order #********* item #UPC ************. This item was nit shipped to me, instead I received size 8 womens shoe SKU#********.I contacted customer service looking for the item I paid for to me shipped, and I would return this error item. I was instead told there was nothing that could be done I'd have to get a refund and repurchase the item. This is UNACCEPTABLE I should not have to wait to be refunded and then repurchased this was not my error and an item I paid for. The item isn't even available online and Nordstrom would not even honor providing a similar item at the same costs..This is unacceptable, and I'm seeking resolution to receive the item I paid for.

      Business Response

      Date: 10/05/2022

      We had a conversation with ****************** today by phone and we can consider this matter resolved. ****************** has a point of contact at the corporate office to assist. 

    • Initial Complaint

      Date:10/02/2022

      Type:Delivery Issues
      Status:
      Answered
      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 complaint against Nordstrom is regarding an item I returned and never received a refund for.On 01/30/2022 I placed an order on Nordstrom.com (order #*********). The order was for a Givenchy sweatshirt (Item: #*******) and a Versace cologne. The order was delivered to me on 02/07/2022. The total for my order was $1,454.32. On 03/28/2022 I mailed the Givenchy sweatshirt (Item: #*******) as a return to Nordstrom for a refund of the purchase price of $1,270 + tax. I mailed the return with the shipping label and packing slip provided by Nordstrom. The tracking number for the return package was **** **************************. This tracking number shows the return was delivered back to the merchant. However, Nordstrom never issued me a refund for the item I returned nor sent the item back to me. They also never informed me that my item was not suitable for return or provided an explanation for not issuing a refund. When I contacted them on 04/25/2022, they simply told me that they could not find the returned item in their return facility. I am asking that the BBB mediate this issue and encourage Nordstrom to issue me the refund I am owed to my method of payment. As proof of my claim I have attached a copy of my receipt, an image of the package I sent back to Nordstrom, and a copy of the return label and packing slip.

      Business Response

      Date: 10/11/2022

      We apologize for your experience and appreciate the opportunity to look into this further. Based on our review, a refund will be issued for the Givenchy Embroidered Logo Cotton Hoodie. $1,346.20 will return to the original form of payment in a few business days.

      We're happy to resolve this issue and apologize again again for any disappointment caused.

       


    • Initial Complaint

      Date:09/29/2022

      Type:Product Issues
      Status:
      Answered
      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 two pairs of sneakers online from Nordstrom.com on June 5, 2022 for $1250.82. The order number is *********. The sneakers did not fit and were returned. As per the tracking number, the package was delivered to Nordstrom's return center on June 21, 2022. I called customer service three time since then, the last time was on September 10, 2022. Each representative keeps telling me that the package was received and a refund will be issued as soon as possible. I received an email on September 10th from a ************************** from ****************** Services who stated again that the package was received but has not been opened. As a result a refund cannot be issued because they have no idea what's inside the box. He assured me that he sent a request for the box to be opened immediately and a refund will be issued in a few days. It has been 19 days since that conversation and no refund has been issued. I just need my money back. I will never spend another dime with Nordstrom or their affiliates.

      Business Response

      Date: 10/04/2022

      ******* thank you for sharing your concerns and for your patience as I researched your returns for you. I am so sorry you did not receive a refund for your returns. I have issued a refund in the amount of $1250.82 which will go back to your Pay Pal account. Typically, refunds are released within 3-7 business days. Going forward if youd like you have the option of returning your items to a Nordstrom or Nordstrom Rack store for a faster and safe return. We consider this matter resolved.

    • Initial Complaint

      Date:09/29/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Please look into details on this account.In correct Balance, High Credit, Credit Limit, Past Due, Date Last Active, Date of Last Payment.The account is Charged off a so the balance should be zero.there are multiple Charged off a remarks reporting in payment history

      Business Response

      Date: 10/12/2022

      ******* thank you for sharing your concerns with us. On March 24, 2019, the account charged off with an outstanding balance and weve confirmed the account is reporting accurately to the three major credit bureaus (Equifax, Experian, and TransUnion) as charged off with an outstanding balance. Regarding any inconsistencies, the three bureaus have their own internal policies and may report the information differently than others. In addition to this complaint, weve received multiple disputes via Experian, claiming inaccurate account reporting. In investigating each dispute,we confirmed the account is reporting accurately and responded as such.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 late payments from reporting to the credit bureau. If youd like to discuss this matter further, please dont hesitate to contact us at ************.

    • Initial Complaint

      Date:09/28/2022

      Type:Order Issues
      Status:
      Answered
      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 credit card suddenly closed on me due to my credit score which is not correct and other things this is not right and I am not happy. I have been paying on this account every month. This is not fair. So please need an explanation why.

      Business Response

      Date: 10/07/2022

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

      Customer Answer

      Date: 10/12/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfying to me . Why should I get my card closed when I made payments and kept this card on good standing for six years and I am an employee too

      Sincerely,

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

      Customer Answer

      Date: 11/21/2022

      I did a complaint about the closure of this card before and they sent a duplicate letter saying the same thing without a resolution. They didnt even call me . Complaint number was ********. At that time the credit score was wrong so they didnt do there job and they didnt really investigate anything. Such liars. I deserve a callback and my card should be reinstated. They are so inconsiderate of people.and not trusting to me .

      Business Response

      Date: 12/01/2022

      This was escalated to our Credit Department and below is a recap of their conversation. We consider this matter closed.

      I was able to communicate with our customer regarding the complaint by phone on November 28, 2022 at about 12:35pm PST. The details of the conversation are as follows:


      I explained to our customer a few times throughout the call that we have made the decision that the account will remain closed due to Low ****. The customer is stating that the **** score being reported which we are basing our decision off of, is incorrect. I advised that if there are discrepancies on her credit report that are affecting her score she will need to dispute that directly with the bureau. The customer then said that ******************** ruined her score by closing her account, and firmly stated that she does not agree with our decision and still feels that we should reopen her account. At this point in the call the customer says that she will continue submitting complaints to the BBB until this is resolved, after that last statement she hangs up on me.

      I fully reviewed both the account, and the conversation I had with the customer with upper management and we will not be providing a follow up call as we feel having someone else call her will likely have the same end result. If our customer submits further complaints, we will respond accordingly. All of these details have been properly notated on the account.

      Customer Answer

      Date: 12/07/2022

      Complaint: 18447334

      I am rejecting this response because: it hasnt been resolved and their response is unacceptable and the fico scored is incorrect and its Nordstrom fault not the credit bureaus 

      Sincerely,

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

    Nordstrom, Inc. is NOT a BBB Accredited Business.

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