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

  7883 N Blackstone Ave Fresno, CA 93720-4307

• 

  Nordstrom

  1600 Stoneridge Mall Rd Pleasanton, CA 94588-3246

• 

  Nordstrom

  1701 Preston Rd # D1 Plano, TX 75093-5146

• 

  Nordstrom Rack

  1520 E Golf Rd Schaumburg, IL 60173

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:09/24/2022

  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 did not receive an expensive item (order #********* from Nordstrom. Ontrac had updated its system to mark the package as lost but Nordstrom still wont refund me and says they cant contact Ontrac even though it said initially that ontrac confirmed it was delivered (which ontrac later retracted this and marked it as lost and not delivered). Nordstrom has an obligation to refund a customer when package is marked as lost, hence the customer didnt receive it.

  Business Response

  Date: 09/30/2022

  I appreciate the chance to look further into this, *******************. I see that your package was located by OnTrac and a return has been processed. I apologize for this experience and trouble this has caused you. Thank you for taking the time to make us aware of the situation. I'll be sure to share your feedback with my financial services team. 

  Customer Answer

  Date: 10/01/2022

   
  Complaint: 18124447
  
  I am rejecting this response because: I want an explanation why Nordstrom would not refund me for this purse when Ontrac even marked it as lost and it was then later found that was 100% accurate b/c Ontrac found the package  at a different apartment building 2 weeks later. I provided proof to Nordstrom (and Ontrac) that the *** coordinates and time of delivery didn't match the time the delivery man was seen on security camera in my building's mail room. I also provided proof that Ontrac drivers scan lots of packages in their parked truck and then deliver to multiple buildings; thus, *** coordinates are not proof it was delivered to me. But Nordstrom failed to look into this and reverse the decision.  

   

  I want an explanation why Nordstrom was so illogical and refused to review the evidence and talk to Ontrac who had marked the package as lost once they realized they didn't have proof it was delivered to me (which it wasn't on 9/13). And I want an explanation as to why Nordstrom continues to use Ontrac. 

   

  As a result of this situation, I will never purchase anything from Nordstrom again (returned that purse and $2800 of items I purchased in the past month), and I have contacted Nordstrom executives about this case and the awful customer service that ******************** exhibited. I included all names of Nordstrom personnel that I spoke with on the phone or email. 

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

  Business Response

  Date: 10/07/2022

  I apologize for the disappointment this experience has caused. To receive the information requested, please respond to the ongoing email thread or give us a call at ************. 

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18124447
  
  I am rejecting this response because: it offers no explanation and allows Nordstrom to continue doing this to customers. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/23/2022

  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 2 pair of sneakers that totaled ****** on 9/3/22 and never received a credit. My package was delivered to the Nordstrom return center. and after a week of being denied with no explanation I received a used pair of running yesterday 9/21/22. The box contained used shoes and a letter denying a return- it had no order number related to my recent return but I assumed it was the sneakers since they seem to be missing. Although Nordstrom acknowledges they received the return they are unable to give me any further info or a credit. I am constantly being told I will hear back from another department and all agents pass me to the next person. It is deeply concerning to me that something seems to have gone wrong at the receiving department and they are unable to verify any information. I am a long time loyal Nordstrom customer and receiving these shoes with zero identifying info of any order number connected to my return is very concerning- as well as waiting for almost ***** in credit with no help from customer service at all.

  Business Response

  Date: 09/29/2022

  I'm sorry to hear about this experience, Ms. Colonomos. I can confirm that a full refund was issued on 9/23. We understand that this was a less than favorable experience and we'll be sure to share your feedback with our teams. 

• Initial Complaint

  Date:09/23/2022

  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 three orders *********, *********, ********* on Nordstrom website. For the three orders, I never received any of them because all of packages were returned to sender. However, I did not get the refund all the time. I am very anxious. So please refund to me as soon as possible!

  Business Response

  Date: 09/30/2022

  I appreciate the chance to look into this further. At this time, our finance teams are reviewing these orders and will be in contact with the customer once a resolution has been reached. 

• Initial Complaint

  Date:09/22/2022

  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 spoke with a *** about a defective pair of shoes that I purchased from them. The *** told me to send the shoes back and they'd send a replacement. As long as they received the replacement, they would not charge me for the other shoes. The had the Audacity to send the defective shoes back to me! Are you kidding me?!? I don't understand what is wrong with this company's customer service recently, but it's an absolute headache. They sent a letter that their return policy is "very liberal" but they can't accept the shoes. I know for a FACT that these exact shoes have been returned to **** before and received another pair because they have issues with the sole completely coming out. I explained this defect to the *** and they seemed fine with it. So now I'm stuck with 2 pairs of worn shoes (one defective) and no refund. I expect a full refund for the shoes and decent compensation at this point for the trouble and time I've had to put into Nordstrom's lack of competence. I spent lots of time on the phone trying to get this resolve to begin with and their "systems were down" and I had to call back. And now preparing this complaint. This is for order #*********. The refund amount alone is $178.50 plus compensation for having to deal with this further. Take note from ****'s customer service! And I want verification that they will not put in their letters out to their customers again that they have a "very liberal return policy". This is a lie and misleading.

  Business Response

  Date: 09/30/2022

  It's disheartening to hear about your experience, Ms. ******. Our teams will review and follow up with you soon. 

  Customer Answer

  Date: 10/01/2022

   
  Complaint: 18063830
  
  I am rejecting this response because:issue has not been handled yet. I have included images of the shoes. Please note that the dots on the soles pictured are part of the shoe "design" and not wear as these are made with recycled material.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/07/2022

  Our financial services teams have reviewed this transaction and we support the decision to not accept the return. All additional questions or requests to re-review can be requested by calling ************.

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18063830
  
  I am rejecting this response because: the shoes returned are in like new condition (as supported by previously attached picture) and therefore this response is unacceptable. Refund needs to be given. Anything less will not be accepted. If you want to schedule a pickup of the shoes I will happily put them on my porch for you again. 
  
  *********************

• Initial Complaint

  Date:09/22/2022

  Type:Order 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 had a package delivered that was stolen. Not only will Nordstrom not send me a replacement order, they also refuse to refund me. So I paid for something I didnt receive.

  Business Response

  Date: 09/29/2022

  I'm sorry to hear that your package wasn't received, Ms. ******. I've taken care of a full refund today and those funds will post in 1-3 business days. 

  Customer Answer

  Date: 09/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/22/2022

  Type:Product 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.

  This is regarding my online order ********* for a ******* Quencher Tumbler. This item was shipped without any protective bubble wrap or tissue paper in an empty box with just the packing slip. This was received in poor condition. As you can see from the photos, the top of the handle is completely broken off and the bottom of the tumbler is barely hanging on . The handle definitely cannot be adhered back on. I reached out to Nordstrom customer service on the phone and explained the issue, the agent said there were no replacements and after ten minutes of the agent asking me to "hold on" while they prepare a return shipping label, he tells me I need to call back at another time and the next agent will assist me with getting me a label. I told them I could submit photo evidence of the broken item, packaging and label which would be easier for myself and the company (to which they refused). As a mother of 3, full time teacher and expectant mother of a new baby on the way any day now I do not have time to keep calling back so I emailed Nordstrom customer care and I explained everything, attaching photo evidence of my issue. They told me I have to call back to get a label. I email them back saying that's unacceptable and I finally get a reasonable response with a link to help set up my return label. However, no response despite a few more inquiring emails from me in it terms of how long a refund would take to post to my account. I finally find the information online on my own and see that it will take ***** business days to process a refund and then another 5-7 business days for the refund to go through after processing. So I will have to wait over a month collectively before I get credited back my $40 on an item they sent broken to me. Needless to say I am very upset, with grocery prices and gas prices going up and struggling to meet ends meet I have to wait for a credit that I need now. Other companies would take the photo evidence and just replace or refund, not nords

  Business Response

  Date: 09/29/2022

  I apologize for this experience and any added stress this has caused, Ms. Khadra. I've taken care of your refund today and those funds will post in 1-3 business days. 

  Customer Answer

  Date: 09/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/21/2022

  Type:Billing 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 called Nordstrom to pay my bill and was informed that my account disabled not merger from several months ago. I have kissed out on nordy notes, promotions and personal shopping days as it always apprised me that I have none available.

  Business Response

  Date: 10/03/2022

  We consider this matter resolved. This was sent to our Credit Escalation department and they contacted the customer by phone on 9/26 to resolve the issue.

• Initial Complaint

  Date:09/21/2022

  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 my item on 8/30 and was never refunded. It was through ***** it is currently lost by ***************** and I contacted them about a resolution because the item hasn't updated since 9/5 and they said that the shipper has to be the one to file a claim since they provided a label. I contacted Nordstrom on the 21st and they refuse to refund me. **************************- Tracking

  Business Response

  Date: 09/28/2022

  ******* we are sorry to hear you have not received a 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. However, once we receive and validate your returns, we would delight to issue a refund. I am truly sorry for any disappointment this may cause; We consider this matter closed.
  

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18029092
  
  I am rejecting this response because: It has been more than a month since I sent my order#********* to nordstrom and they refuse to refund me even though the package has been delivered. To not refund your customers when the package is returned to company and out of the hands of the customer is unacceptable. "We stand behind our goods and services, and want customers to be satisfied with them. We'll always do our best to take care of customersour philosophy is to deal with them fairly and reasonably" this is stated in the return policy but this is completely untrue to how Nordstrom runs their business by keeping the customers items and still charging them, for them.
  ,
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/12/2022

  ******* I can certainly understand and appreciate your desire to be refunded for the return of the Saint ******* Small Loulou Leather Shoulder Bag. Regrettably, after partnering with our ****************** we have learned that the item claimed as returned have not been received by Nordstrom. Once we receive and validate your return, we would be delighted to issue a refund. I also noticed you 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. Please note that the decision made between Nordstrom and the bank will be the final result of this investigation. For updates, you can contact your bank directly regarding the dispute you filed.

• Initial Complaint

  Date:09/21/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Really is too disappointed with nordstrom, the purchase order ********* and do not know what the situation is, has not received, contact their customer service is also too difficult to call no customer service to answer, looking for online customer service is also waiting for a long time, but also do not give me to deal with the refund, really is too angry.

  Business Response

  Date: 09/26/2022

  I'm sorry to hear that you haven't received your refund, ****. I've confirmed that those funds have been sent back via a new gift card to your email on 9/22. 

• Initial Complaint

  Date:09/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed three orders on Nordstrom website *********, ********* and *********. For the three orders, I never received any of them because all of packages were returned to sender. However, I did not get the refund all the time. Please refund to me as soon as possible!

  Business Response

  Date: 09/28/2022

  ******************, thank you for sharing your concerns. A refund for one of the gift cards has been issued to the email that you have provided to the BBB. Regrettably, I was unable to provide an additional refund for the other two gift cards that have been used. My recommendation would be to file a police report. We consider this matter closed.