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:09/08/2022

  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 saw my credit report and I noticed that there are inaccurate and fraudulent accounts that I needed to report and correct by your company. Evaluate and investigate those account that is not 100% accurate. Here are the lists that indicates the company name, balance, and date last reported:Account Name NORDSTM/TD Balance $1,606.00 Account Number ****************

  Business Response

  Date: 09/16/2022

  Alyssa weve received the complaint you filed concerning a Nordstrom card account being opened fraudulently. Thank you for bringing your concerns to our attention and giving us the opportunity to respond. Our records show the account was opened in person with valid photo ID present on January 21, 2016, in our Nordstrom **************** store. After thorough investigation, weve concluded the account is valid. We have sent additional details to you. Were obligated to report account behavior accurately, and as such, are unable to remove the account from reporting on your credit file. Should you have any questions about the outcome of our fraud investigation, we invite you to call us at ************.

• Initial Complaint

  Date:09/07/2022

  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've placed order from store on 7/14 but i haven't received the items till now ***** said I should ask the shipper fill a complain but this order didn't show the order number so I don't know what should I do I just wanna my package back

  Business Response

  Date: 09/16/2022

  *********;We regret that we are unable to assist you further, we have identified concerning shopping behavior associated with your online account which we will no longer be able to support. If you would like customer to discuss this further our investigation team would be happy to assist further. ************

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 17927379
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/06/2022

  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 am writing because I would like a refund for certain items ordered that I never received or the replacement items to be shipped out to me. I tried resolving this directly through Nordstrom online / over the phone and I have not had any luck and have been given an extremely disrespectful runaround by their staff and employees and was told to handle my claim online but no one helped me and I was denied a refund even though I never received more than half the products I ordered. I made a purchase online through Nordstrom's app on 8/19/2022 for the total amount of $675.02 including tax. Order number: 381644353.The order came in two shipments one had just $225 (before taxes) worth of the order which was just the super set from ***************************** (skincare trial kit to see if you like it or for travel and the remaining of the order which was also doctor ************************* haircare and skincare products ($365 value before taxes) was shipped out in a separate shipment. I received the $225 (before taxes) shipment on the 22nd. The second more expensive package I never received though this order was marked as delivered on the following day the 23rd through the shipping company. I reached out to settle this online with Nordstrom and they denied a refund even though again I never received the items! I spent a lot of money on these items and I truly really want them but would either like a refund on the $365 worth of merchandise I never received or to get the replacement items shipped to me.The replacement items are the discovery set, and the 4 shampoo/conditioner bottles I also ordered.Attached is screenshot of order placed online along with items.Thank-you so much!

  Business Response

  Date: 09/16/2022

  We're sorry to hear that your complete order wasn't received Ms. ***********. We'll be partnering with our Delivery and Research teams to gather more information on this. We'll be back in touch soon. 

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17926279
  
  I am rejecting this response because:

   

  It did not resolve my issue and this was the exact same response I recieved last time when they rejected my refund even though I never recieved the item. 

  i still have not received my items or a refund for the approximate $350 of items I did not recieve.

  A proper and timely response would be instead of pawning this complaint on the delivery company which they are clearly
  incompetent and lacking in truthfulness would be to take responsibility and refund me the money and/or replace the items as Ipurchased them and therefore would like to use them but only recieved one part of this order!

  Even if the delivery company comes back to saying it was "delivered" I didn't recieve it and I have a very safe building so it was stolen by someone. 
  

  Please work on refunding the money or replacing the items that I detailed that I didn't recieve don't just say you'll wait for the delivery team to get back to you.

  You are a large corporation who can afford to replace stolen or lost items in deliveries or refund money that was spent on items that were not recieved. It is not satisfactory nor a proper way to handle this issue by giving blanket and empty responses such as the one you gave which you will talk to the delivery team and get back to me.

  I do not want to be forced to involve a legal team or to take legal action but this is rediculous and I am continuing to get the runaround by your team.

   

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

  Business Response

  Date: 09/23/2022

  We have partnered with your carrier and confirmed delivery. It does appear that this package may have been stolen. At this time, we cannot proceed with a refund or replacement as we cannot accommodate stolen packages. If you'd like to discuss further, please give us a call at ************. 

• Initial Complaint

  Date:09/05/2022

  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 contacting NORDSTROM's customer service ********************** for the last two weeks trying to find out the status of my refund for order #*********.I purchased 2 pairs of Moncler Boots and a Moncler jacket. The jacket did not fit. I returned the jacket and the black pair of boots in the same box with the return label provided by NORDSTROM.NORDSTROM promptly refunded my money for the boots, but has not yet refunded me for the $1180 Moncler jacket I also returned. The tracking number for my return was **************************. The jacket was unworn and had all tags still attached.Ive shopped at Nordstrom my entire adult life and never had an issue like this. I dont understand what else to do, so I have filed a dispute with PayPal as well to try and get my money back. This is unacceptable and I want my refund.

  Business Response

  Date: 09/09/2022

  I'm sorry to hear that your items didn't work out, Ms. *******. I'm happy to report that as of 9/8, full refund has been issued for the jacket in question. Those funds will post in 3-5 business days. Thank you for your patience and I hope you have a wonderful day. 

• Initial Complaint

  Date:09/05/2022

  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.

  08/24/2022 bought a pair of shoes for $89.97. Today is Labor day they have a signed marked down 40% for a same pair of shoes but it turn out price is scam. I've been told at check out that $89.97 is marked down of 40% for the clearance item. They have a red sign marked down 40% off but sale at current priced which I paid for week ago.

  Business Response

  Date: 09/09/2022

  We appreciate the chance to look into this further, Thien. We've emailed you directly to offer additional assistance. Thanks! 

• Initial Complaint

  Date:09/03/2022

  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.

  This is an email that I sent to Nordstrom:Im reaching out because I am infuriated with about a purchase I made from Nordstrom. I originally made this purchase 8/22/22-order # *********.The tracking provided said the item would be delivered 8/29/22. Unfortunately the item states it was delivered 8/27/22. However I never received the package. I contacted the delivery ******************************** Nordstrom refunded the item. I received the refund on 8/31/22. At that time I reordered the item. Order #*********. I finally receive the shoes on 9/3/22. Unfortunately when I opened the shoes, one of them is dirty. Of course I call Nordstrom. The only thing that I was offered was to either return the shoes at a store, receive a refund and then order the shoes for which will be the third time. I was not pleased with that answer so I was transferred to a supervisor. At this time I was again offered the option for a refund, an exchange or a return. If I decide on the return or exchange I could go into the store to do so. If I decide to return them over the phone, there would be an authorization charge for the amount of the shoes to ensure that I return them. In short it was to ensure that I wouldnt steal them. Im beyond angry due to that statement. In addition ** angry over this entire experience. I told the supervisor that Id be willing to keep the shoes to avoid going through any of these hassles and that he should discount the shoes at this point. He said he could not. Nordstrom should be more than willing to accommodate me some type of way!

  Business Response

  Date: 09/09/2022

  We appreciate the chance to look into this further, ***************, I am very sorry that yet again your order was not up to the standards you have come to expect from Nordstrom. It was my pleasure to speak to you and I was delighted to issue a price adjustment on your Ugg item which your bank should be releasing to you within 3-7 business days. Please know it was never our intent to cause disappointment. Should you need assistance regarding your order please do not hesitate to call our customer care ************. We consider this matter resolved.

• Initial Complaint

  Date:08/31/2022

  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 with Nordstrom Rack online late last night at 11:30 P.M. ORDER #*********.I looked at it this morning and it says processing, I called Nordstrom Rack customer service at ************.to change to items or to cancel the whole order...first lady tells me system is down and cannot do anything, second lady tells me it is too far in the process to cancel and that I am stuck with all items, no options and third lady tells me, Nordstrom Rack you can never return items.THIS IS RIDICULOUS! I WILL NOT BE STUCK WITH THE ***** THAT I DO NOT WANT OR NEED!!I WANT A FULL REFUND AND CANCEL THIS ORDER!!

  Business Response

  Date: 09/06/2022

  We're so sorry for your experience. Our website was recently experiencing delays with order confirmation emails and with orders displaying in your purchase history. Order confirmation emails were sent and accounts updated with purchase history once our systems were up and running properly.
  
  Because of these outages, we weren't able to view all orders or process cancellations. We apologize for the inconveniences caused. We do see that the order was received and that a return has been initiated for a few items. Your refund will be issued once the return is processed.

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17805619
  
  I am rejecting this response because:
  Refund should be placed since order was not received in full.

   

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

  Business Response

  Date: 09/12/2022

  Can you confirm which items weren't received? We see that 4/5 of the items were returned, leaving the MIRENESSE Lip Lift Velvet Matte 12hr Liquid Lip 2 - Burlesque as the only item not returned. The tracking shows it was successfully delivered on 9/2.
  
  

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17805619
  
  I am rejecting this response because:  I must return the burlesque lipstick that I paid ***** for--it is wrong color, completely different than online and store will not accept return!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/27/2022

  We're sorry to hear that the return was rejected. The order is within the 45 day window, so the return may have been denied due to the item being used. Can you provide pictures of the item received?

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 17805619
  
  I am rejecting this response because:
   You are just stringing me along. A refund I'd in order!Y
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/31/2022

  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 ordered a product on June 5th which was said to be delivered June 8th. As per the carrier and the photo taken by the driver I went downstairs and did not see any package. When I reported this to Nordstrom they told me to go file a police report. Ive never seen a business not stand by the customer. Ive been given a run around to contact the carrier CDL who doesnt want to help determine where they put the package, discover credit card and nordstrom who just stand by the words from CDL that the product was delivered. Its been two months and they will not issue a refund and still are directing me to law enforcement instead of satisfying and helping the customer. Something has to be done if they just go with the words delivered by a carrier. If the customer did not receive the product they should not be charged by anyone. First rate service would be to accommodate the customer complaint in ********************** or some sort. The purchase was over 200 dollars. It feels like nordstrom just stole money from my pocket.

  Business Response

  Date: 09/09/2022

  We're sorry to hear of this experience and appreciate the opportunity to look into this further. Based on our findings, we can issue a refund for the package you didn't receive. A total of $230.82 will return to the original form of payment, please allow a few business days for it to post.
  

  Customer Answer

  Date: 09/09/2022

   
  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. Please if possible help to make sure they return the money to my credit card. Thank you so much for your help! 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/31/2022

  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 #********* submitted money was received by Nordstrom but immediately on 8/30 when I logged in no order showing. Called them and was told Nordstrom nor I could see order because of system issues but will see it later that night. It's 8/31/22 still no order but money taken from my CREDIT CARD! On top of that multiple reviews was found on ************** website from customers stating it took 3 months for Nordstrom to cancel their order as they no longer had the item! So is Nordstrom running a freaking scam? I need to be refunded contact immediately!!!!! The screenshot is my order which I no longer see when I logged in.

  Business Response

  Date: 09/06/2022

  We're so sorry for this inconvenience. We experienced system outages last week that affected orders showing in customer accounts and order confirmation email delays. The matter has since been resolved and order details should be displayed normally in the account and the order confirmation email should've been received. We do see that the order was delivered and that a return has been started. A refund will be issued once the return has been processed.

  Customer Answer

  Date: 09/07/2022

   
  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. Stop selling used items as new this is frightening in today's community Health issues!!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/31/2022

  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 order a robe and pair of shoes for ******* from Nordstrom package tracking ************ driver left my package on porch when I got home there was no package at my house so the next day I contacted Nordstrom so they said they will send me an email it stated we are sorry we can't refund you so I contacted them back was asked to get a police report I did what they ask got another email basically saying contact bank contacted them I haven't received my money back or items at this point I just want them to refund me my money.i have did everything they have ask and still no results. I placed this order on 7/7/22 order number *********

  Business Response

  Date: 09/06/2022

  We had the opportunity to look into this complaint closely with our Delivery Research team. After much review and careful consideration, we will not be honoring a refund for the order and maintain our Delivery Research's decision in denying the refund. Based on our findings, we can confirm that the package was successfully delivered.
  
  I realize that  this was not the answer you were hoping for, however I assure you that this decision was not taken lightly.  I am truly sorry for any disappointment this decision may cause.