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

  1600 Stoneridge Mall Rd Pleasanton, CA 94588-3246

• 

  Nordstrom

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

• 

  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:09/26/2022

  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 ********* On 7/13/22 I ordered 5 pairs of sunglasses from Nordstrom Rack. On 7/19/22 I received a package with 4 pairs of sunglasses. Items 6303565, *******, 6937050, *******. On 7/20/22 I received a separate box that was supposed to be item *******. But instead I received a pair of Birkenstocks. I called cust service and they issued me a return label so that I could send back the sandals and they would issue me a refund for the amount of the sunglasses that were supposed to be in the package. I returned that package on 7/20 and have attached the shipping label and tracking information proving I actually returned the item and Nordstrom received it. On 7/24/22 I returned 2 pairs of the sunglasses from the original shipment(item ******* and *******) , but the cashier made a mistake and returned item ******* instead of item *******. This return would have been impossible since at no point did I I ever have item ******* in my possession. I did not realize the mistake until I never received a refund for the item I shipped back through the mail. When Nordstrom received the sandals and went to issue me the refund for the sunglasses it appeared to them that they were already returned due to the mistake by the cashier at the store so I did not receive any refund. To fix the mistake I was told they would issue me a refund for $74.99 which is the cost of the pair that was supposed to be returned in the store.I have contacted Nordstrom cust service on multiple occasions-about 6-7 times over the course of 2 months. I spoke to a supervisor several times and each time I was told I would receive the refund and they understood the mistake. The last two times I called I was told I would receive follow up.that the supervisor would follow up. On 9/22 I spoke with ***** and was told it would be resolved by the end of the day and she would follow up with me within 24 hours. I did not receive any correspondence and I am still waiting on the refund.

  Business Response

  Date: 10/04/2022

  We apologize for this experience, **************. I've been able to confirm that the funds in question have been refunded as of 9/28 and should've posted 1-3 business days later. Thank you for your time and have a wonderful day. 

  Customer Answer

  Date: 10/04/2022

  Good morning.  I filed complaint #******** and it has been resolved.  There is no need for any further action.  

• Initial Complaint

  Date:09/26/2022

  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 sent back returns to Nordstrom and 4 out of the 8 items were not located. I have reached out to them directly to see if there was resolution that could be determined and was told they would not issue a refund until the items were received. Additionally, they stated 2 of the items I sent had already been returned which is impossible as I had sent the item to them which I doubt Nordstrom is the habit of allowing customers to keep returned merchandise. All of the items sent back show they arrived at their facility and now the burden of proof is on me, other than providing them with the tracking number and order information I am at a loss.Information: 1. Order Number; *********, Item Number: ******* Tracking Number: ************************** 2, Order Number: ********* Item Number: ****** Tracking Number: ************************** 3. Order Number ********* Item Number: ****** Tracking Number: ************************** This item was ordered on November 24, 2017 and they are claiming I returned it on November 27, 2017. I sent the shoes back to them on August 8, 2022 so its not possible for me to have returned it. Also the website wasnt update to show returned until I emailed them recently. 4. Order: ********* Item Number: ******* Tracking Number: ************************** 5. Order Number: ********* Item Number: ******* Tracking Number: ************************** This is another one they are saying I returned on 1/2/2017 and the item is not showing returned in the system either and I still had the product in my possession. The items I sent are at their facility and I am not sure what else I can provide to them to prove what I sent. I followed their return procedures and made sure the shipping was accurate for the item (per their instruction).

  Business Response

  Date: 10/05/2022

  *******, we are sorry to hear that you have not received your refund for your returns. We certainly understand that things happen once packages are on the way to our facility, however, refunding merchandise reported as not received is done at Nordstrom's discretion. Our Delivery Research department has communicated that we will need to receive and validate the returns before we are able to move forward with a refund. I am truly sorry for any disappointment this may cause; This decision was not taken lightly.
  

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18128997
  
  I am rejecting this response because the items were received by Nordstrom per the shipping information. Once they left my possession all I could do is write the tracking numbers down and wait. The tracking numbers show they were scanned by Nordstrom, which shows they came to their facility. Now not only do I not have the items any longer, I also didnt receive a refund. It appears to me the error is on the receiving end, as there were multiple items not accounted for. I am left with no way to prove what I sent and they have proof of receipt of the items but hold not accountability to me. Where in the terms and conditions does it say that they are not responsible for lost items at their facility? 

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

  Business Response

  Date: 10/19/2022

  *******, thank you for sharing your concerns with me. I took a 2nd look at your returns and although we have not been able to locate your returns in our fulfillment center we have as a courtesy issued a refund for $246.75 for the **** sneaker and swimsuit on your order ending in ****. We have also issued a refund for the **** sneaker in the amount of $140.40 from the order ending in ****. If you online bank your bank should be releasing those funds to you within 3-7 business days.
  
  A refund for the ****** Jeans ******************* (01.02.2017) and **************** Bow Ballet Flat (08.26.2022)were previously issued to your **** card ending in ****. Should you have further questions regarding these refunds please call ************
  
  

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18128997
  
  I am rejecting this response because:

  I sent back 2 pairs of Cole **** flats and yes one was returned on August 26, 2022 but not the other.  There have been previous messages stating I returned one pair to the the store in 2017, if memory serves me correctly, which was not the case.  Both items, the Cole **** flats and the ****** Jeans, are in Nordstroms possession.  I would either like a refund or would like these items shipped back.  

  Thank you for your time, I do appreciate it.  

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

  Business Response

  Date: 11/08/2022

  ******* thank you for sharing your concerns and for your patience while we researched your returns. We have thoroughly investigated this, and we do show that we have issued a credit for both items. I have included those details. I am sorry for any disappointment caused.
  
  Order ********* UPC ************ ****** Jeans ******************* Item#*******/CIVILIAN/30
  Returned on 1/2/17
  
   Order ********* UPC *********** **************** Bow Ballet Flat (Women)840519/Black/10B
  Returned 11/27/17
  
  

• Initial Complaint

  Date:09/25/2022

  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 placed an order online on 9/14/2022 that I still have not received. I have never had an issue with not receiving packages from online shopping. They are always left right in front of my door. I have also shopped at Nordstrom for a very long time and up till now have had nothing go wrong. Upon contacting Nordstrom I was told my missing order would be reviewed and three days later I was very rudely told that I wouldnt be receiving a refund and I would have to file a police report and there was nothing they could do. I have tried contacting them again with the same response. Supposedly Ontrac delivered my packages to the front door but there were no packages around my house, in my mailbox, or at my neighbors houses. I contacted them again and I was told I couldnt receive a refund again. Im disappointed in the poor customer service and unwillingness to help their loyal customers. I am unsure what else to do and this is very unsatisfactory.

  Business Response

  Date: 09/30/2022

  It's disheartening to hear that your packages weren't received, *****. In looking further, I do see that your order was split between 4 separate packages all delivered to the correct address. 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: 09/30/2022

   
  Complaint: 18126469
  
  I am rejecting this response because: The packages say they were delivered on 2 separate days with 2 packages being left on each day. I did not recieve these packages. I am not satisfied with the resolution and i would like a refund please. 

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

• Initial Complaint

  Date:09/25/2022

  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.

  Refund for ***** not received Order #*********|7/8/2022|$*****, 2 items return shipping ************************** (*********************)AND ************************** (*****)Both shipped back in July Nordstrom has refused to apply refunds in writing

  Business Response

  Date: 10/04/2022

  I'm very sorry to hear about this experience, Ms. ********. I have taken care of your refund today and those funds will post in 1-3 business days. Please note that this message applies to your 2 other inquiries as well. Have a wonderful day! 

• Initial Complaint

  Date:09/25/2022

  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.

  Purchased online I returned Order #*********|7/19/2022|$***** Returned on 7/25.92023901007838000151472217 Never received the refund to my card **** for ***** and Nordstrom has refused my requests writing.

  Business Response

  Date: 10/04/2022

  I'm very sorry to hear about this experience, Ms. ********. I have taken care of your refund today and those funds will post in 1-3 business days. Please note that this message applies to your 2 other inquiries as well. Have a wonderful day! 

• Initial Complaint

  Date:09/25/2022

  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.

  Refund not received order Order #*********|6/24/2022|$***** tracking returned as of July 8, still shows it's on it's way back to nordstrom.https://www.nordstrom.com/track?scac=nfsv&trackingnumber=92023901007838000147851859&utm_source=N_transactional&utm_medium=email&utm_campaign=ReturnIPrint&utm_channel=email_tran_ret_p&utm_term=493745&utm_content=20220705_ReturnTracking never got refund and nordstrom has refused in writing to credit my card which I requested **there was a credit for *****, which was part of another order#********* with a total purchase amount of $182.45

  Business Response

  Date: 10/04/2022

  I'm very sorry to hear about this experience, Ms. ********. I have taken care of your refund today and those funds will post in 1-3 business days. Please note that this message applies to your 2 other inquiries as well. Have a wonderful day! 

• Initial Complaint

  Date:09/25/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It's taken me a while to file this complaint, but this issue hasn't sat well with me since it first happened and I know Nordstrom is better than the experience I had. I placed an order on November 13, 2021 - Order #*********. The order was for two pairs of wedding shoes: *********** ****************** Pump ($325) & *********** ***** Illusion Lace Cross Strap Pump ($325). I bought these shoes for my Dec 2021 wedding last minute because I couldn't find the initial heels I bought from Nordstrom a year prior! My husband and I were a COVID bride and groom and had moved our wedding from Feb 2021 to Dec 2021 so I had the first pair for a LONG time, which is why they were misplaced. (As proof, here is the Order #********* for the first pair of heels, which was placed in Dec 2020.) Back to Order #********* - After placing the order, I ended up finding my first pair of heels within a few days so once I received the two pairs, I'd likely be returning them asap (unless I loved them more!). On November 19, while my husband and I were at another wedding, I got a notice that my box was delivered. However, when we came home at 11:30pm, the package was not there. I waited a day or two just incase then checked our RING camera and saw that my package, as well as another package for my husband from *** had been stolen off our porch at 11:15pm! I contacted Nordstrom Care immediately and provided video proof of the thief and was denied my refund!! This is when I thought Nordstrom would care the most - when what could have been my WEDDING shoes were stolen, with proof. I told the story to several Nordstrom loyal customers and they were horrified that Nordstrom wouldn't even consider helping. This is just another instance of poor customer service that we've all been receiving from Nordstrom.Additionally, my husbands REI boots, over $400, were refunded without issue. I'd like the full refund for these 2 items to resolve this issue and redeem my experience with your company.

  Business Response

  Date: 10/03/2022

  ******** it is regrettable to hear that your wedding shoes were stolen. I can only imagine how upsetting this mustve been for you. We certainly understand that things happen once packages leave our facility, however, refunding and/or replacing merchandise reported as not received is done at Nordstrom's discretion. Our Delivery Research department has communicated their decision on 11/25/2021 regrettably, we will not be able to move forward with a refund or replacement following our internal investigation. I am so very sorry for any disappointment this decision has caused. Please know we did not come to this decision lightly.

• Initial Complaint

  Date:09/25/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/12/22 I went to the Nordstrom store in ****************** in ****************** to purchase some chanel skincare. I did an online store pick up and I also purchased something in the store directly. When I went to purchase the Chanel skincare at the counter the sales person wasn't knowledgable on the products and didn't work while under pressure. It was another customer there having issues with her payment method causing a hold up and caused the sales person to be flustered. In the midst of all this I was given the wrong product and I didn't realize it until I was back home in arkansas.

  Business Response

  Date: 10/04/2022

  I'm very sorry to hear about this experience, Ms. ******. I've shared your feedback with the store manager and they'll be in contact soon. Have a wonderful day! 

• Initial Complaint

  Date:09/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a gift order with Nordstrom and did not receive any confirmation email or purchase history information on my account. After placing that order and did not see any confirmation, I proceeded with another purchase. I did not receive the confirmation for the second order either, so I called Nordstrom customer support and was informed that ********************* internal ordering systems is unavailable and they are not able to see any details, although they did confirm that both orders have been placed.Over the course of the next 2 days, I have contacted Nordstrom numerous times and have been guaranteed that the one of the packages will not be delivered to the recipients and will be held and/or return to the warehouse, meaning, I should receive the refund for one of the orders. However, a few days later, both of the packages arrived at the recipients address and none were routed back to Nordstrom.When both of the order arrived, I contacted Nordstrom for refund and was informed that the refund request has been put through and I should expect a refund within **** business days. However, 10 business has passed and I have not received any refund, so I contacted Nordstrom customer support and this time was told that I will not receive a refund unless the package has been returned. Customer support has acknowledged that they are able to see all of the notes of the historical interactions and numerous attempts to stop one of the order from being delivered. Ultimately, I cannot ask the gift recipient to return the package and I have attempted to cancel this order at least 3 times within 2 days of placing the ordering. The order numbers are ********* and *********, both with the same amount of $107.14 and placed on 8/30/2022. I would expect Nordstrom to provide a refund for one of the order, given that I should not be liable for Nordstroms systems being unavailable for myself and Nordstrom internal customer support to cancel the order.

  Business Response

  Date: 10/05/2022

  ***** we deeply regret the experience you had with Nordstrom. We have long held customer service as our most important subject, and that has served us well for more than 120 years.  Yet what you describe falls well short of our standards. I hope you will accept my apologies for the disappointment and inconvenience we have caused you. We have issued a refund in the amount of $107.14. Should you have any further questions or concerns please do not hesitate to reach out to ************* at ************

• Initial Complaint

  Date:09/25/2022

  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 have been a Nordstrom customer for years and never had any issues till now. I had $150 in notes starting 9/14/22 I have proof of it. They sent me an email and I always check in my account also. Then On 9/23/22 I went to the store in ******* to make a purchase and use my notes. The lady that rung me up was having a problem applying all my notes. She only could apply $90 of my $150 notes because the system did not allow her. I showed her my email but she said she couldnt help me to call customer service. I made my purchase then I left feeling annoyed, embarrassed and felt nothing was being resolved about MY NOTES that I earned from using my Nordstrom credit card. So the next day 9/24/22 when I checked my account I had only $30 notes!!! Where is the rest of my notes?! I called customer service and spoke to ****. She said one of the 10 dollars notes was expired in July. Ok so why did it show up in my notes and not deleted already ..we are in September makes no sense. But she honored it. Then she said the other $20 notes shows they are in process.. Duhh!! I just made a big purchase recently so I am going to get extra notes in the up coming days. So now I should of have $170 in notes minus the $90 notes I used. I should have $80 in notes total now. I checked my account and have only $60 in notes. After that It left a sour taste in my mouth. With all these credit cards with rewards I chose one that steals your hard earned money. I will never shop at Nordstrom again!! Please give me my 20$ note.

  Business Response

  Date: 10/04/2022

  ******* thank you for sharing your concerns. We've sent your BBB complaint to our Credit Department who will review and reach out to you shortly with an update.