Complaints

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

close

Find a Location

Nordstrom, Inc. has 140 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Nordstrom, Inc.

  1700 7th Ave Ste 1000 Seattle, WA 98101-4407

• 

  Nordstrom

  5220 Alpha Rd Dallas, TX 75240-4316

• 

  Nordstrom

  1600 Stoneridge Mall Rd Pleasanton, CA 94588-3246

• 

  Nordstrom, Inc.

  9851 S Eastern Ave Las Vegas, NV 89183-6900

• 

  Nordstrom, Inc.

  4320 N Oracle Rd Tucson, AZ 85705-1634

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:09/19/2022

  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.

  Orders ********* and ********* have not received, contacted several times customer service, customer service said the goods returned to them, and they received the goods to deal with the refund, now the goods have been returned to them, and have signed for, the results they said not to deal with the refund, really do not understand what nordstrom is doing, really is too angry, back and forth back and forth Half a month, at first let patiently wait, the result is to wait for this result is it?

  Business Response

  Date: 09/26/2022

  We're sorry to hear about your experience, ***** These orders were returned back to Nordstrom and refunded due to history associated to unauthorized purchases linked to your account. You were refunded on dates 9/21-9/22 to your email for two gift cards in the amount of $87.20 each.

• Initial Complaint

  Date:09/19/2022

  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.

  Upon seeing my credit report, it pays my attention that the following accounts are inaccurate and fraudulent. I am a consumer by law. I am not happy about it what I saw. This hurt my credentials as a consumer. Here are the listed details of the account with discrepancies:Account Name NORDSTROM Balance $0.00 Account Number ****************

  Business Response

  Date: 09/26/2022

  We apologize for this experience, Mr. *********. We've shared your concerns with our credit partners and they will be in contact soon.  

• Initial Complaint

  Date:09/18/2022

  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 an order for pickup at a local Nordstrom Rack, I did not receive a confirmation email regarding the order so I assumed it didnt go through. I called immediately when I realized I had a pending charge. **************** could not locate an order with any information provided, and said because the charge was still pending and not posted they could not locate with my card number. I was told the charge would refund if indeed it was sent to a store and not picked up within 7 days. I waited, the charge posted, and still no item was sent to the store for pickup. I provided my CC info and was told I would be refunded and I was not. I continued to email customer service and was assured it would take 3-5 business days, eventually they just stopped responding to me. I have all emails and chats to prove they could never locate an order attached to my personal information yet somehow was able to charge my card.

  Business Response

  Date: 09/27/2022

  We're sorry to hear of this experience and appreciate the opportunity to look into this further. During our review, we were able to locate the order in question and can see that there was a spelling error in the email address where it ended in ".con" instead of .com. The item Tumi Delta Global ID Lock Shielded Removable Passcase ID Wallet was returned in our system on 8/2 and a full refund of $162.90 was issued back onto the **** ending in 7592. 

  We're glad to see that a refund has been issued but are disappointed to see how we failed to follow-up with you. These interactions will be looked into so that we can ensure this doesn't happen again. 

  
  

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18042708
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  I never received a refund from Nordstrom. I would like to see a statement saying it was issued. And proof that the Tumi wallet was returned and went back to their system because it did not not back to my card.

  Business Response

  Date: 10/06/2022

  We're so sorry for this issue. We looked again and can see that there was an issue in processing. Our teams have been notified and the request to have the refund issued immediately has been prioritized. We'll reach out directly once this has been issued-- it shouldn't be longer than ***** hours at most.

• Initial Complaint

  Date:09/17/2022

  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.

  Im uploading this documentation which I believe is critical to this case. I do not own the items I purchased now, because they have all been returned to the merchant already. I recorded the whole packaging process, including each item, the tags, the price to the end it was sealed with the only return label issued. Then, it was picked up directly from **** and delivered to the merchant in this condition. On 6/30, the day after the package was delivered. I was informed by the merchant that the package would be processed within 72 hours of arrival due to a long wait time. Thus, I received my first processed return item. However, it was missing the rest of the 4 items I sent back. I contacted the merchant immediately, and they said sometimes the items are processed at different times, I would have to wait until the time frame of their return policy passed in order to contact them again. On 7/11, the original date I was informed to contact back if the refund hasnt been processed by then I emailed them back. This time the date was pushed back even further to 7/19 and I YET TO RECEIVE MY REFUND. Thus, I waited another week to 7/19, and they told me they couldnt process the return because they lost my items in the package. Ive been contacting them since, and they denied everything and refused to refund me despite I sent all the items back. I contacted the merchant again, and the agent verified that the package was returned, and I should not have paid for the order I no longer have. The following is the packaging process of all the return items in the package and the remaining refund I havent received of $1547.60. In this matter, I would like the BBB team to review the case again. I dont possess any of the above mentioned items and yet I still have to pay for them, which I feel very unfair and hard to believe. Please kindly assist and Thank you in advance.

  Business Response

  Date: 09/26/2022

  Thank you for the opportunity to look further into this, **********. We've confirmed that a dispute was opened with your bank. The result from this investigation remains the same and we will not be able to proceed with a refund. 

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18041167
  
  I am rejecting this response because: I do not feel fair paying for the items that I no longer have.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/17/2022

  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.

  On 8/16 I made an order of 6 items at Nordstrom.com. 5 hats and a bathrobe.I then received my order in several different boxes on different dates. Some of the boxes were bent and hats were misshapen. When I received my bathrobe it was not the correct style I had ordered.I promptly contacted Nordstrom to submit a request for a return label. Returns are free so they sent me a label. I packaged the hats and robe and returned the items that were not in good condition due to the way they shipped them.I sent out my return 8/22 and received confirmation via tracking that the items had been delivered and returned on 9/9. But I was only issued a refund for 4 items!I am filing this complaint because I need to be refunded for all the items. They were all shipped in boxes without any packing bubbles or stuffing. The hats were just sent in plastic bags and did not keep their form well.This company has been extremely negligent in how they delivered their products to me and now that I have submitted my return with the defective items I will not accept, they refuse to refund me.All I would like to resolve this issue is to be refunded for my order which I returned and was confirmed to be returned via the tracking I saved.

  Business Response

  Date: 09/26/2022

  ******* thank you for the opportunity to speak with you this evening. I am so sorry for any disappointment caused when not receiving the refund for your returns. It was my pleasure to get your returns refunded to you if you online bank those funds should be released to you within 3-7 business days. I hope you and your family stay safe and well!

• Initial Complaint

  Date:09/16/2022

  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.

  Because nordstrom has a discount, so I placed two orders of Lancome skincare set, the result has not been delivered, during the contact customer service, customer service has been waiting for processing, finally contacted ****** found that the goods were recovered by the sender, so I contacted nordstrom customer service again, want to know what is going on, request help, customer service is very cold said a "Wait for the goods to return to us, we will give you a refund", I bought the goods because I needed them, the goods activity is over and the goods are out of stock, I can not re-purchase, for this irresponsible attitude is really unacceptable!

  Business Response

  Date: 09/26/2022

  We're sorry to hear about your experience, ***** These orders were returned back to Nordstrom and refunded due to history associated to unauthorized purchases linked to your account. You were refunded on dates 9/21-9/22 to your email for two gift cards in the amount of $87.20 each.

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed this Order #********* on 6/18/2022 at Nordstrom.com and returned it a few weeks later using the Nordstrom prepaid label but it never reached the warehouse. I called **** and they told me there is a third party involved ***************** who already picked up the package from them and deliver it to them. I called Nordstrom so they can get in touch with the third party and find out what happened to the package because it's been almost 2 months. To follow up I called Nordstrom again to if they contacted the third party and they answered that ***************** didn't give them any information so there was nothing they can do and can't refund the money. It has happened to me in the past but I always keep my receipts and tracking information just in case but Nordstrom isn't giving my money back even though I have all the tracking details. Once I ship out the item I have no longer control over it. There is serious negligence going on at PITNEY ***** AND NORDSTROM. How am I responsible for something that I already shipped out using the label they provided? I'm going to attach the label that has the tracking information and the item in the package. I would really appreciate it if you can help me get my money back

  Business Response

  Date: 09/22/2022

  H*** ****** thank you for sharing your concerns with us regarding the missing refund for the ***** e GG slide sandal. I am so sorry for any disappointment we caused. It is never our intent to put our customers through any hassle when seeking assistance or a resolution. I see that as of 09.19.2022 a refund has been credited back to your Mastercard account and should be released to you within 3-7 business days.Should you have any further concerns regarding this refund please do not hesitate to reach out to ************* at ************. We consider this matter resolved.

  Customer Answer

  Date: 09/27/2022

   
  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,
  
  Hoor ******

• Initial Complaint

  Date:09/15/2022

  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.

  It feels like Nordstrom committed intentional fraud/theft - they charged my credit card $794.52 for an order that NEVER SHIPPED (*********). This is NOT a lost package, which they keep trying to treat as such. I was never emailed a shipping notice or tracking number. After I placed the order, I received two separate emails in the following weeks saying there'd be a delay in fulfilling my order due to store closures/increased online orders and thank you for my patience and understanding. So I waited. And waited and waited. Over a month later I still hadn't heard anything and decided to call them. Their response was that they had updated their system and my order information was no longer in the new system. I was told to file a claim with my credit card company - which I did - and then waited and waited to hear back from them. Eventually I was informed that my claim was denied because it had been over 30 days since the purchase. Of course.So I called Nordstrom again and told them it'd been denied. They asked me to email them documents (proof the charge had actually posted etc/).... and then it was another thing, and another thing. Basically they've been giving me the runaround for over a year, which I can see now was on purpose, so that by the time they gave me their final answer, that NO, they aren't going to refund me, their excuse is that the order was placed too long ago to be able to do an investigation into the matter (!!!!!). They are the ones who dragged this out, not me. They should have just shipped my order in the first place, or refunded me immediately.I want to be reinstated the $794.52 they stole. If not, I'm going to the authorities. All of my email activity and credit card activity confirm everything I've said. This is not the way to treat a customer who has spend thousands and thousands of dollars with you in the past few years. This is not the way to treat any customer. This is just plain **************

  Business Response

  Date: 09/23/2022

  We apologize for this experience, Ms. ********. Our teams are reviewing and will be in contact with your shortly. 

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair 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 made a purchase online with Nordstrom Rack order ********* .for $196.07. The only option for shipping was to my address (not store). I received confirmation of shipping with Ontrac after 24 hours. This included a tracking number. At this time the pending charge became full charge on my cc. With this notification, there are instructions including the statement that updated tracking information will become available within ***** (2-3 days). Ontrac, the carrier, does not yet have any product to ship.It is now five days since my card was fully charged, the carrier is still waiting for product. After almost an hour on chat, Nordstrom continues to provide erroneous statements that product is with carrier and I need to wait.Nordstrom Rack has deceiving and inaccurate information they provide to customers in order to influence their purchasing decision. Their customer service has already knowledge of these practices and continues to provide lies to customers and no information.After one week, I have a charge on may credit card, a tracking number, and no product to trac, as well as no accurate information as to the next steps to get in the possession or cancel product.I want to cancel my purchase and ask the business to be accurate in informing customers of their shipping practice.

  Business Response

  Date: 09/29/2022

  We appreciate you bringing this to our attention and apologize for your experience. We found that the package was successfully delivered then later refunded. We're happy to see that has been resolved and are sorry again for any frustrations caused surrounding the shipment status of the order.

  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:09/15/2022

  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 bought a pair of ******************************* sandals (FALABELLA CHAIN FLAT SANDAL) from Nordstrom Rack ************ Store on 02/17/2022 and paid $200 (the receipt is attached). As these are summer shoes I haven't worn them until summer. During summer I only wore them twice and the second time I wore them the chain on one shoe came off as you can see in the attached pictures. In the pictures, you can also see they were delicately worn and they look like new. I took these shoes to the ************ store on 09/09/2022 to ask for a return and they just refused me without checking the shoes, because it passed 45 days. I bought these summer shoes in February and didn't touch them all winter. I didn't want to return these shoes because I changed my mind. I loved them and I wish I could wear them more. These are very expensive (supposed to be high quality) shoes and just after the second use, their chain broke off. Looking forward to hearing from you.Thank you,***************** Coskun

  Business Response

  Date: 09/23/2022

  We're sorry to hear about this experience, Ms. Coskun. Out teams have reached out directly to offer assistance.