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:09/11/2022

  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.

  Hello - In April 2022, I received a ************** Tote as a gift from Nordstrom Rack. My boyfriend, ***************************, spent $264 on the bag under order number *********. Within three months, the bag started to come apart: The outside seams were broken and the inside seams started to rip all throughout the bag. The magnetic closure also fell out of place. I contacted ************ to request that they repair the bag; however, their policy is that they do not provide repair services to Nordstrom Exclusive bags. This was very troubling because the advertisement for the bag on Nordstrom Rack did not indicate that this was not a genuine *********** that fell outside of their quality guarantees. I have another Simple Tote which is from Clare * and which has held up beautifully. Had I known that I was was asking my boyfriend to purchase a bag that was NOT genuine, I would not have done so. I contacted NordstromRack.com via their chat and they refused to provide remedy, given I was contacting them outside of their 45 day window. Thank you, *******

  Business Response

  Date: 09/20/2022

  We appreciate the opportunity to look into this further and apologize for your experience.

  I understand that the longevity of the ************** bag wasn't as expected and I apologize for any disappointment caused. For Nordstromrack.com purchases, we can only accept returns for unworn/unused merchandise and we, unfortunately, cannot replace the bag or accept a return at this time. We stand behind our products and if there were any concerns with the bag closer to your purchase date, we would gladly help look for a replacement or alternative options to help make things right. But because this purchase was made outside our usual timeframes, we cannot accommodate any returns or exchanges.

  
   I am truly sorry for any disappointment this decision may cause, but I hope you understand our position here. 

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18011035
  
  I am rejecting this response because:  I purchased a bag under a specific brand name that is known for quality.  In selling this item, Nordstrom did not make clear that the item they were selling was not a real ***********************, but was instead was a collaboration which did not have the same quality or guarantee as the original manufacturer.  This was deceptive and wrong.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/28/2022

  The authenticity of our merchandise remains consistent across all areas of our business. The quality of our products, even in collaboration with other brands, also remains consistent. Our goal is to be transparent in our merchandise offering. Dishonesty and false advertising is just not how we do business. 

  We apologize again for any disappointment, but we will not be honoring a return for this item. 

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18011035
  
  I am rejecting this response because:*********************** the company has actually stopped engaging in your anniversary sales because of constant quality issues. There is simply a double standard in terms of merchandise quality between what Nordstrom sells as Clare * and what *********************** themselves.  I have experienced it and the company has experienced it.  Therefore your previous message to me is demonstrably false.  The ad where the bag is sold did not make this distinction clear. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/11/2022

  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.

  Nordstrom states that we received a large package that we did not receive. We were refunded money because the package was not delivered. Several months later they stated they would charge us for the shipment because the shipping company said they did receive it. We never received any packages. They did not have anyone sign for the package and should have never charged our card again. We have sought a resolution, and no response was given. We just want our money back immediately. We have attached all the supporting documentation of our unanswered responses. As well as their responses.

  Business Response

  Date: 09/20/2022

  We're sorry to hear of this experience and appreciate the opportunity to look into this further. Our records show that the package was originally marked lost on 12/6/21, but the carrier ended up delivering the package on 12/12/21. The carrier provided a photo to confirm the delivery was successful. Because the order was received and no attempts to return the merchandise was made, a charge was submitted on 2/23/22. At this time and based on our findings, we will not be issuing any credits for this package.

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18010681
  
  I am rejecting this response because:
  
  We did not receive any package. Feel free to provide the photo showing it was delivered to OUR address. We have security cameras as well. Nothing was delivered on that date. Further why were we charged months after the fact? The fact I am still dealing with this months later, will cause you to lose a customer for life. Please provide documentation with photographs of such packaged delivered to our address. Or we will have to take matters beyond. 

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

  Business Response

  Date: 09/28/2022

  The carrier provided the attached photo at the time of delivery. You can find this and more details at the tracking link here: https://t.lasership.com/Track/1LS72955990QXS3

  With these details confirming delivery, our teams did process a recharge as the items were received. The charge was processed some time after the delivery-- the holiday season created a backlog which caused a delay in our processing.

  We apologize again for any confusion or disappointment caused. We hope the information provided is helpful. 

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18010681
  
  I am rejecting this response because: this photo you provided isnt my house. Again, please provide a photo of the box being delivered to MY ADDRESS. Im afraid your shipping carrier delivered to the wrong address. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/12/2022

  A part of that internal investigation is utilizing online tools at our fingertips. I am seeing from the visual proof of delivery matches the location that was requested.
  Since we cannot perform a criminal investigation into the matter, we suggest a police report with local law enforcement to start that process.

• Initial Complaint

  Date:09/11/2022

  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 ordered a Winter coat from Nordstrom Rack's online store on 03/24/2022 as a birthday gift. As it is a Winter coat, it was not brought out to wear until now. It was discovered that it was delivered damaged with a hole in the front of the coat, rendering it unwearable. Speaking with 3 different representatives in online chat (one being a supervisor), I was refused a refund due to their return policy. I was told by the first two representatives that a return would be easily processed, then subsequently told it was not possible. The coat has never been worn and the tags are still on it. I am only seeking a return of the product and a refund of my money.

  Business Response

  Date: 09/22/2022

  We appreciate the opportunity to look into this further and apologize for your experience. Based on our findings, we'd love to help accommodate the return and can send you a prepaid *** label. An email will be sent from *** with the label shortly. Please note that a late-return fee will be applied, but we'll be happy to refund it once the return has been processed. You can call into ************ once you receive the email about the processed return and an agent can assist in refunding the fees. We'll leave a note so that they're aware. Going forward, please know that all returns will need to be made within our 45-day return window. Thank you for your understanding.

• Initial Complaint

  Date:09/10/2022

  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 8/7 I placed an order ********* of multiple items and did not receive 1 item, item#******* (Reformation jeans $128). Nordstrom usually ships their things separately so I waited it out. In addition, work and vacation took up the whole month. But it's almost September, so I tried logging into my Nordstrom's order page history. Their website was experiencing technical difficulties. I tried a few days later and then the next day until the website resolved its issue. That's when I could confirm I never received Item#*******. I then reached out to customer service chat. I was told I was 1 day out of the 30 day investigating time frame(?) so nothing could be done. I saved a copy of the chat. Then I asked to speak to a supervisor. 12 hours later I got an automated GENERIC email saying they're unable to process my refund but not referring to ANYTHING specific. This is the worst customer service experience ever. I didn't get a contact, and was written off. I've been a long time Nordstrom customer and had spent a lot of money there. I do not want to be reliable for an item that I did not receive.

  Business Response

  Date: 09/19/2022

  We're sorry to hear of your experience and appreciate the opportunity to look into this further. During our review, we found that a refund for the missing item was issued on 9/10/12. We're happy to see that this is resolved and apologize again for any inconvenience caused.

• Initial Complaint

  Date:09/10/2022

  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 online order on 4/9 order #*********. The item (gold beaded necklace) cost $1,054.70. I decided to return item and shipped it back with provided **** label on 8/12. I called and spoke to a rep on 9/2 about my refund since I had yet to receive one. She indicated that the returned item was received by Nordstrom on 8/19. She indicated to wait a few more days to see if the refund would get processed. If I didnt get it to call back. I called back on 9/9 and they again acknowledged that the item was received. And it would need to be submitted for review by their delivery research team. I was frustrated at that point and asked to speak to a manager and she explained that their process changed such that they (customer service reps) can no longer process refunds (like they used to) and it would need to be submitted to their delivery research (finance) team and I would hear back within 3 business days. I was appreciative of the fact that their system and process around refunds have changed and thanked her for explaining that to me (no one had at that point). However, I received an email today 9/10 from that team indicating they would not process the refund. I have returned the item and the receipt of that item by Nordstrom has been confirmed by no less than 3 people. I am owed a refund in the amount of $1,054.70

  Business Response

  Date: 09/20/2022

  ******** we are very sorry for the disappointment caused when trying to receive your refund. Our delivery research department did investigate this thoroughly and I show that a refund has been issued to you for your return as of 09.10.2022 you should see these funds released by your bank within 3-7 business days. Thank you for your patience as we worked hard to resolve this for you. 

• Initial Complaint

  Date:09/10/2022

  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.

  Hi My order number is 375919457.This Order was placed back in July 2022 . The address was incorrect and was sent to an incorrect address . Before I recieved the order I , I was hospitalized with COVID and just was released a few days ago and tracked the order and saw it was delivered to an incorrect address . I contacted customer service , and was told they couldnt help me in any way to resolve please help .

  Business Response

  Date: 09/19/2022

  ******* we are so sorry to hear that you were hospitalized with *****. I see that the refund has been issued to your AfterPay account as of 09.10.2022. Should you have any questions regarding this refund please call our customer care ************

• Initial Complaint

  Date:09/09/2022

  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 Valentino Leather tote on March 26, 2022 for pickup at The Grove Nordstrom. I noticed a couple of days of ago that the opening top of the bag had been peeling- not what I expect to happen to a designer bag within six months of purchase. I went back to the Nordstrom at the grove to bring it to their attention and was directed to speak to the handbags Manager ***********************. I should say her attitude was not what I would expect from a Nordstrom Manager. After I gave her the bag and explained the issue to her - her comment to me was that she could not give me a refund because I purchased the bag six months ago and it normally take about six months for someone to determine whether they like a bag. I did not even ask for a refund. My goal with bringing the bag to the store was to see if they would replace it. I then showed her where the bag was peeling- to which she noted that this was regular wear and tear of the bag. I then told her after owning a brand new leather designer bag for barely six months, I refuse to believe that to be regular wear and tear. She then decided to check to see if had another bag in the back. She returned and said she did not have one and that she could not give me a refund because I had the bag for six months. Also, since I owned the bag for six months its regular wear and tear, that the vendor would not be able to replace the bag. After I said that was unacceptable, she then offer to take the bag to check with the vendor if they would be able to fix it; however, she could not guarantee that they would fix it. I then responded that I would take this up with headquarters- she then handed me back the bag. I refuse to accept a leather designer bag would peel after I own it for barely six months. I am requesting a brand new replacement bag or a refund

  Business Response

  Date: 09/19/2022

  ******** we are so sorry to hear of your poor experiences both in quality of your item and service you received. We are researching your concerns and will be following up with you very soon!

• Initial Complaint

  Date:09/08/2022

  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 contacted Nordstrom Rack on 5/4/2022 due to my package tracking stating that my package with items I purchased was supposedly left "in the mail area" by Ontrac delivery service. Furthermore, there is a large posted sign that tells drivers not to leave packages and to deliver to apartment homes as instructed. I explained we don't have a mail area that it is unsecured and open to the public. The package was not left at my address or in my mail box and that I looked everywhere and spoke with neighbors and apt bldg ******* my package was not delivered to my apt and someone must have stolen it. The cs rep for Nordstrom rack apologized and assured me that they would issue me a refund for $51,91 and to expect the 2nd part of my order to arrive in a day or 2 (which I did receive). To make matters worse I had no Mother's Day gift (one of the items in my purchase) to send to my mother on time. I took the persons word that my account would be credited the ***** for the part 1 of 2 packages not delivered as promised. When reconciling my account I noticed it was never credited to me. I did not look prior because Nordstrom rack is a reputable company. I have never had this issue with another company and receive packages consistently to my address with no issues. I did try to email them so I would have it in writing however Nordstrom rack does not offer an email and had me call customer service in May. I have opened a dispute over a month ago via my Pay Pal account and this has still not been resolved in the time frame promised.Invoice ID: ************************************************************** Shipped by Ontrac US

  Business Response

  Date: 09/16/2022

  We're very sorry to hear about this experience, **************. We've submitted that refund request and you'll receive your funds in 1-3 business days. Thank you for your time and I hope you have a wonderful day. 

  Customer Answer

  Date: 09/16/2022

   
  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:09/08/2022

  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'm **********!use Gift card ****** ******** Then it means that you did online shopping.Then with the address where it was delivered. First name . Please let me know your contact information.Why didn't you even check if you were and helped me pay? You are also responsible.Then I should have the rest of $300.But the balance is zero.And someone has 160 dollars cosmetics with my gift card.I paid for it It's not even your credit card.About my gift card being hacked How are you going to solve it for me I was with my husband yesterday I went to Nolstrom Even though we visited in person, we stood for more than an hour.I just had a phone call And in conclusion, you said you would investigate.I didn't pay.What someone I don't know paid for This is the conclusion that you made my information hacked.Nevertheless, you just told me to wait to investigate.Can I be this irresponsible?

  Business Response

  Date: 09/23/2022

  We're sorry to hear about your experience and appreciate the chance to assist. Our teams will review and follow up with you directly. 

• Initial Complaint

  Date:09/08/2022

  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.

  They will not provide me a refund for a delivered return and a return that has been last updated since July 30, and as of today it is September 8th. I have went back and forth with the "Financial Team" on email and phone and they said this word for word repeatedly: "After partnering with our ****************** we have learned that the items claimed as returned have not been received by Nordstrom. At this time, Nordstrom has made the decision not to issue a refund or replacement as was requested until the items have arrived at our facility." This is unacceptable that I'm being held liable for a package not delivered by the carrier, and their blaming me as if its my job to go deliver that return. Horrible customer service experience and lack of empathy. Every agent has been giving me responses taken from a script. My order number is *********.

  Business Response

  Date: 09/23/2022

  Hello **********. Our teams have conducted a thorough investigation. We will not be able to issue a refund without physically verifying the return. At this time we will uphold the decision to decline your refund.  

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17935735
  
  I am rejecting this response because: it is not my fault that the return hasnt arrived. The return is stuck in transit and i have filled missing mail claim by my self, but still no luck. Horrible customer service.
  
  Sincerely,
  
  *********************