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

  700 Fairmount Ave Towson, MD 21286-1037

• 

  Nordstrom

  7883 N Blackstone Ave Fresno, CA 93720-4307

• 

  Nordstrom

  600 Westfarms Mall Farmington, CT 06032

• 

  Nordstrom, Inc.

  PO Box 6555 Englewood, CO 80155-6555

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:09/15/2022

  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 ordered two dresses and a pair of Spanx (orders ********* and ********* respectively) on May 9 totaling $477. I returned them immediately because the event was cancelled. The items were marked as delivered to Nordstrom's return facility. Nordstrom has not refunded me the $477 that is owed to me. I've spent three hours on the phone trying to resolve this. I've paid *****% interest on these items since May trying to resolve this. I want my $477 back and I'm hoping BBB can help!

  Business Response

  Date: 09/21/2022

  We're sorry to hear about your experience, Ms. ***********, and appreciate the chance to look into this further. Our delivery and research teams have looked into this inquiry and have determined that a refund cannot be issued at this time as the items in question haven't been received at our fulfillment center. Once received, we can review and follow up. A communication has been sent via email. All inquiries regarding this decision can be directed to that email thread. 
   

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 18030623
  
  I am rejecting this response because:

  The packages are marked as delivered to the facility when I track them. You advertise free shipping and returns. No where does it say that I need to track to make sure it gets in the right hands within your facility. It was delivered back to you and I want my money. 

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

• Initial Complaint

  Date:09/14/2022

  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 ordered a clothing item from Nordstrom online 8/22/22. I received the item and it was incorrect sizing so I immediately returned it using the return label provided by Nordstorm. I am owed a refund of $138. According to the **** tracking, #************************** the item was tendered to their returns agent on 8/29/22/ Nordstrom states they did receive the return "on Sept. 1, 2022". I was to have received a refund no later than Sept. 14. I have NOT received my refund. Several emails sent to their customer service went unanswered. Today I called them on the phone and was told by a man named "******" that as far as he could see, the return is in their possession, but that "no refund has been generated". He agreed that this was not acceptable. He said he was referring it to their "financial service" ****** and that they would have to get in touch with me. He gave me NO WAY to contact them. I want my $138. refund for the item I promptly returned only days after receiving it! I can't seem to get any proper help from Nordstrom, so I felt I had no choice but to file this complaint. I have been a good customer, but now I am considering not shopping there again.

  Business Response

  Date: 09/22/2022

  We apologize for your experience and appreciate the opportunity to look into this further. Based on our findings, a refund was issued on 9/14/22 for $138.00 back onto the original form of payment. We're happy to see this has been resolved and are sorry again for any inconveniences caused.

• Initial Complaint

  Date:09/14/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two Mugler pieces. Both were sent to me damaged. Order totaling $1,016. I sent both items back as both pieces were damaged upon receiving. The items were returned in the same package together along with my packing slip. The return was received by Nordstroms on July 31. I was issued a refund for the Leggings but not the body suit. I checked the company website and for weeks it stated the return had been initiated and I will be receiving a refund. No Refund has been received. I spoke to several managers and supervisors. Was passed around several times and everyone told me wait 3 days and we will call you back. I never received a callback. Today I spoke to ****** in ******** financial services he claims he is a supervisor in the department. He was extremely rude and stated I dont know when asked why they are stating I returned the leggings and not the body suit. He continued to say receiving is stating they have not received your return. My reply thats not possible all items were returned with packing slip in one package.tracking number is ************************** Order number is: ********* Order total: $1,016. 50 How do they receive one item credit that return and skip the bodysuit. And when speaking to management they state "I don't know" as an answer. We are talking about an item that is over $700. How does this happen? I need a resolution.

  Business Response

  Date: 09/22/2022

  *******, I appreciate the opportunity to research your concerns regarding the missing refund for the Mugler bodysuit. I am so sorry for your experience I see that the refund was issued for the bodysuit on 09.14.2022. Should you need assistance or have questions or concerns regarding this refund please call our ************* at ************. We consider this 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. The day I filed the request Nordstrom's made contact with me and advised me of the correction. Their corporate office moved quickly to help me and rectify the issue. I want to say thank you to Nordstroms Corporate team. They are still providing the service we all know and love. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/13/2022

  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 ordered a car seat as I'm due on Halloween day. I ordered it on afterpay. When I purchased it said it would be here sep 19. I tried to pick up in store but no stores carried the item in stock. So I was like okay I'll get it delivered. Got the confirmation, got the delivery date it was coming sooner than expected. It said it would get here September 3rd apparently ***** tried delivering it but that no one was home so they left a doortag with absolutely nothing marked. They said they would try again the next day which was Sunday between 7:55 am-12 something pm I woke up at 7:00 am to make sure I could get the package because it doesn't make sense why they didn't leave it on Saturday. So Sunday came and I'm waiting around 10 something I look at the camera and see a white truck and then I see it pass and it's ***** I go outside to check if they've left the package and there's nothing. So I called ***** and tried seeing if I could pick up. It let me chose the location and so I was waiting for an email that said when I can go. Around 3 something pm the package is marked as delivered. I contact both Nordstrom and ***** that say package is missing. They said wait like ***** hours which I did and then ***** sent a follow up email saying to contact merchant which I did. Nordstrom customer service filed the forms and said someone would reach out. I got an email saying after investigation it has confirmed successful delivery with items present and that they won't issue a refund or replacement. So now I'm out of money on top of the remaining balance I still have to pay & no car seat either. I have to file a police report or just chose another persons house to deliver at. I get it that it's always ***** I have a problem with. But it doesn't make sense that they didn't leave it Saturday, left a doortag, but will leave it Sunday.

  Business Response

  Date: 09/21/2022

  We're sorry to hear about this experience, *********************  We appreciate the chance to look into it further. 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 ************.  

• Initial Complaint

  Date:09/13/2022

  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 bought a pair of ************************* Boots and used a AfterPay selection that Nordstrom provides. I have 2 pairs of defective boots. It smells like glue and sticky. I thru(crooks After Pay, One paid in full)I have gotten dizzy from the glue and it was very sticky.AfterPay stood my money. I got tricked and I lost a lot of money. It keeps charging my credit card.No one in your company will help me,Ms, ******* ************ Im so upset

  Business Response

  Date: 09/21/2022

  We're sorry to hear about this experience, Ms. *******. I can confirm that on our end, a full refund has been issued for the order in question. I would recommend partnering with Afterpay for additional assistance on receiving those funds. 

• Initial Complaint

  Date:09/13/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered shoes for over $235. I was told that there was a delivery at 3:12 PM and I came home at 6 oclock and there was no package. I immediately called Nordstroms that informed me someone had signed my name and took the shoes. However I live in a community and no one saw any such delivery. I asked for written confirmation or a picture of the delivery or my signature and they refused to provide it. They refused to provide me a refund and they did not deliver me the shoes. It appears that this is an ongoing problem with Nordstroms previous complaint on BBB and Im very upset that they do not stand by their brand. They then told me to file a police report.

  Customer Answer

  Date: 09/19/2022

  I would like to withdraw my complain as the shoes just arrived today contrary to their confirmation that they were delivered days ago thank you
  

  
  

• Initial Complaint

  Date:09/13/2022

  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 have $750 in Hautelook giftcards, which Nordstrom owns. I've used Hautelook giftcards previously just fine, but now Nordstrom has changed their website and it now requires a "security code" from the giftcard to be used, but none of these giftcards even have a security code. I've contacted Nordstrom several times, but just keep getting the runaround. No one ever has any real solutions. Nordstrom can either refund my $750, or issue me new giftcards, or find a way that these cards can be used online like they were previously. These cards have NO expiration date, so they should be legally valid to use.

  Business Response

  Date: 09/22/2022

  Ive reached out to ******* this afternoon regarding the HauteLook gift cards that could not be used. I am so sorry for the disappointment caused.Per our conversation I will continue to assist with ******** concerns once I receive his email.

  Customer Answer

  Date: 09/27/2022

   
  Better Business Bureau:
  
  Nordstrom said they would work on the issue, but so far, I am still waiting.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/13/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed online order Nordstrom Rack on 09-06-2022. Order tracked, OUT FOR DELIVERY. Order not delivered.Order Number *********. Three card holders ordered.

  Business Response

  Date: 09/23/2022

  We're very sorry to hear about this experience, Ms. *****. I see that your package shows as delivered via **** on 9/12. Can you please confirm if this package was received? Thanks! 

• Initial Complaint

  Date:09/13/2022

  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. So please refund to me as soon as possible!

  Business Response

  Date: 09/20/2022

  ******************, I have issued a refund for one of your gift cards which has been issued to the email you have used here on the BBB complaint. I was unable to provide another refund for the two-gift card that were used already. I would recommend filing a police report. We consider this matter closed. 

• Initial Complaint

  Date:09/12/2022

  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 on Nordstrom.com on 6/23/22 for 5 items at a total of $859.95.This is in regards to order #********* and return tracking ************************** I was not satisfied with the quality of the items, and used the automated Return system on Nordstrom.com to generate a return shipping label for all the the products in the order. I then dropped off my parcel at the post office with the provided return label, and expected to get my money back. The package was initially scanned on July 26, 2022, and then delivered to Nordstrom's warehouse on August 1, 2022.Here is the return tracking: https://www.nordstrom.com/track?scac=nfsv&trackingnumber=**************************&utm_source=N_transactional&utm_medium=email&utm_campaign=ReturnStarted&utm_channel=email_tran_ret_p&utm_term=505734&utm_content=20220727_CTA After not having received my money after a week or so, I reached out to Nordstrom, and was told to wait a few more days. This was around August 7-8 that I made my first contact about this return.Since that time I have contacted over 10 times, via email or phone call and have been told now that 'my items have not been received at the warehouse' and that I should continue to wait until the warehouse scans them.I returned every single item in the order, and the package was received by Nordstrom at their returns warehouse using their provided label.I am very angry and frustrated that they are REFUSING to issue me my money back.I want my money back immediately as stated in their returns policy.

  Business Response

  Date: 09/22/2022

  *** we are so very sorry for the disappointment we caused when processing your returns. We have issued a refund in the amount of $859.95 which should be released by your bank within 3-7 business days. Should you have any further questions or concerns regarding this refund please call ************* ************. We consider this matter resolved.