Business Profile

Department Stores

Nordstrom, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,601 total complaints in the last 3 years.
415 complaints closed in the last 12 months.

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Submit a Complaint

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:08/29/2022
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.
Nordstrom has lost returned items in warehouse and rejects a refund for ********! I have been a Nordstrom customer since 2015. I have an Icon status which means I made a purchasesfor over $15,000 annually. One month ago (7/23) I have returned items from multiple orders: 374326737, 373469863, 373168501, 367727169.Nordstrom has received all these packages on 8/2. Nordstrom has not issued a refund yet.Total valueof returned items is$********. It's been a month since I shipped the items and 20+ business days since they were received by Nordstrom. I contacted support and they confirmed that they received the packages but said they can not locatethe items in the warehouse. While they can not locate the items, they reject the refund request. I am a customer, I do not work in a warehouse, I can not be responsible for whatever happens in the warehouse. I followed the return instructions provided by Nordstrom: packed the items in a box, put the return slip inside, attached the return label and taped the box. I have delivered it to the carrier chosen by Nordstrom and using a return label provided by Nordstrom. By following the instructionsI have done everythingin my area of responsibility to ensure the return is properly delivered to Nordstrom. Yet, Nordstrom tries to avoid taking responsibility for however they handle a return for packages that were delivered to their location. Nordstrom should be responsible for handling the return in the Nordstrom facility, not customers!
Business Response
Date: 09/07/2022
************ appreciate the opportunity to research your returns.Regrettably, your shopping history has been brought to our attention due to excessive number of shipping failures that have been reported. We believe we have been very accommodating in honoring your claims; due to the repeated service failures reported we have concluded that we are unable to provide you with superior service we strive to achieve. Because of this we have made the decision to end our relationship with you and your household. We will no longer be able to accommodate your transactions at our stores or online. We would be happy to discuss this further with you should you have any questions or concerns.Please contact ************
Customer Answer
Date: 09/27/2022
Hi ****,

Thank you for your response. I couldn't respond to the business message earlier, so I'd appreciate the opportunity to ***********. Here's my response.

Unfortunately, I am not satisfied with Nordstrom's response. I returned the correct items using the shipping carrier selected by Nordstrom, hence I can not be responsible for what happened during the return or in the Nordstrom facility. Nordstrom referred to "shipping failures" and claimed to be "accommodating" -- I disagree with the former being used as a justification for the refund to be rejected to the latter as a proper adjective to describe the situation where business takes care of their own issues. Nordstrom employees were often making mistakes -- they shipped items of incorrect colors, or size, or sometimes completely different items or previously used items. Each time I had to reach out to customer service, spend time to document the issue, explain, offer proof, and ensure the refund is properly received. This is not "accommodating" -- this is bad service. At some point I reached out to Nordstrom about their delivery person stealing packages and offered to provide the doorbell camera video as proof -- Nordstrom responded they did not want the proof. Even with the Nordstrom's decision to stop being completely unjustified and unfair -- this decision was made AFTER I returned the items. Refunds should be made for the returns made prior to this decision.
Initial Complaint
Date:08/29/2022
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 placed an order # ********* with Nordstroms on 8/20/22. I tried to pay for priority so that it will come while I was home and I wasnt given that option. After placing the order I received confirmation stating that my package will come between 8/25-8/30. From 8/23-8/24 I had to leave for a work assignment. I come home 8/25 around 8 pm and see no packages. I immediately let Nordstroms know. The lady said she would file a claim for missing package and someone will get back to me. The delivery team sent me an email saying that the could not return my money. So I sent an email asking for a manager to call. Didnt receive a call so I called the next day letting the next representative know what was going on. She basically told me she sees a picture of the first package being dropped off but not the second, she said she would put in another claim because although they have a picture for the first one they dont have a picture for the second and its my word against the delivery carrier. I say ok, next morning another email saying no refund. I again send another email asking for a manager to call me, and she did. Now she said with the amount of it being $1711.00 its a criminal theft and to get the police involved. I travel for work I dont have time for that. So basically Im out of $1700.00 dollars and a oh well. Had the tracking been right I could of had someone get my package while I wasnt home. Its crazy the amount of complaints they have for basically saying s**** you and your money. I would like to receive my money back ESPECIALLY IF YOU HAVE NO PICTURE OR SIGNATURE OF MY SECOND PACKAGE BEING DELIVERED AND THE CUSTOMER SERVICE REPS AGREEING WITH THAT. Compensate me for something its not fair to keep taking your customers money and not caring if they received their packages or not, what type of customer service are you displaying.
Business Response
Date: 09/01/2022
We appreciate the chance to investigate the chance to investigate this further, ****************. Our delivery and research teams have looked 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:08/29/2022
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 was unaware and unable to get to a store or *********** and missed the return day policy. I have $100 worth of brand, new merchandise that they will not even offer store credit.
Business Response
Date: 09/08/2022
We apologize for any inconvenience caused surrounding our return timeframe for Nordstromrack.com items. We do clearly state that we'll gladly accept returns for unworn merchandise within 45 days. We can accommodate a late return as a courtesy but going forward, all returns will need to be within the window. A prepaid return label has been sent to you through **** Please note that a return shipping fee and late-return fee will incur once the refund is processed. We'll set a reminder to have to refund those fees should they incur.
Initial Complaint
Date:08/29/2022
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 printed a return label for two dresses due to some health issues I was not able to return it sooner. However, the label did not say to return by a certain date or I would be charged some fee. If they had printed a due by date or referenced that I would be penalized on the label I would have kept my two dresses. I spent over $100 and they had already charge me $8 for a shipping fee so I was only going to get back $68. Now for two dresses I only have a $30.82 refund. This is unfair because they can sell it back and I was charged shipping to return it. I am out the **************** than $40 now. They should clearly print a due by date and reference a restock fee on the label so the consumer can be aware. Instead they are telling me that a link in their website should have been enough. No sorry it is not enough once you print the label and they honor it they should refund it completely. Bad business pract
Business Response
Date: 09/12/2022
We apologize for any inconvenience caused surrounding our return timeframe for Nordstromrack.com items. We do clearly state that we'll gladly accept returns for unworn merchandise within 45 days in multiple areas-- including our Shipping & Returns page, the product's page, at check-out, and in the order confirmation email. We can accommodate a late return as a courtesy but going forward, all returns will need to be within the window. A refund for the return shipping fee and late-return fee have been issued, please allow a few business days for it to post onto the original form of payment.
Initial Complaint
Date:08/27/2022
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.
Long time customer who just discovered my account was closed. Always paid on time via autopay and shopped 3-4x a year. If you dont want customers who pay on time just say that. Very disappointed because it was unwarranted. They have asked me to reapply which wont be happening because if youre going to close it out once it is time for renewala waste of time. These companies are becoming a joke and expect you to continue shopping with them. The only time I used my card was for Le Labo and *****************. Luckily both I can purchase online directly.
Business Response
Date: 09/01/2022
We appreciate the chance to look into this further, Ms. ********, My credit partners will be in contact soon.
Initial Complaint
Date:08/27/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Returned a stroller to Nordstrom due to poor quality. After Nordstroms return department accepted the return they are not refunding the item because they are claiming it is lost in their warehouse and they cant verify they have the item. It has been over a month and a half with no update from them about locating the item, after tracking shows it was accepted by their return carrier.
Business Response
Date: 09/01/2022
We appreciate the chance to investigate 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 package hasn'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: 09/01/2022

Complaint: 17784839

I am rejecting this response because:

The package was shipped back to the business on July 11th. How much longer are we expected to wait for them to receive the package? This is a ridiculously long time for a package not to arrive to them, and is possibly lost or they didnt properly scan it into their system. It shouldnt take over a month and a half to receive an item.

Sincerely,

*********************
Business Response
Date: 09/09/2022
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 return in question and maintain our Delivery & Research's decision in denying the refund until the package has been physically received and contents verified. As the return isn't currently in our fulfilment center, we cannot provide a timeframe. Additional questions can be forwarded to the ongoing email thread. Additionally, the you may call us at ************.
Customer Answer
Date: 09/13/2022

Complaint: 17784839

I am rejecting this response because:The item was shipped back to you using your preferred carrier and your return carrier, *****************, they must have lost the item. I contacted ***************** and they said that Nordstrom is responsible for the item being lost while being returned and that you should fill a lost claim with your shipping carrier because insurance will handle the cost of the item being lost. I would not have shipped back a return if I knew Nordstrom wouldnt take responsibility for it being missing for over two months, when the item was shipped back using Nordstroms return label. If it has been two months, the item is most likely lost so how are going to just keep waiting for it to show up at the fulfillment center. That doesnt make any sense. It has been way too long to keep waiting for the item to arrive. You should have been looking into locating the item from your return shipping carrier.

Sincerely,

*********************
Business Response
Date: 09/22/2022
Our teams have partnered with the carrier regarding this situation. Unfortunately, the return in question wasn't located. At this time, we cannot issue a refund until the return package is received. Should you have additional questions, please respond to the email thread with our delivery and research team or give us a call at ************.
Customer Answer
Date: 09/26/2022

Complaint: 17784839

I am rejecting this response because: The package was shipped using your return carrier. If the package is lost then you should be responsible for it. The return carrier should reimburse you for the lost package, I shipped it back using your return label, so why would the customer lose out on a lost package? It doesnt make any sense. I wouldnt have shipped it back to you if you were just going to lose the return and not file a lost package claim. So I lost out on a huge purchase, and Nordstroms doesnt care?

Sincerely,

*********************
Business Response
Date: 10/05/2022
**************** has decided to move forward with this refund accommodation. Those funds were issued today and will post in 1-3 business days.
Customer Answer
Date: 10/06/2022

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:08/27/2022
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 have a online order from Nordstrom.Nordstrom shipped the order separately, total 4 packages. I only received one package of this order. The other three I did not receive it. The 4 packages shows all delivered. But I checked my house camera and also asked my neighbors they dont have my packages. Now, Nordstrom denied for the refund, do I just lost my money? Its almost one thousand dollars. Someone help me pleaSe. They asked me to reach out delivery search team and I did. After that, they denied me againnnnnnnnn.Do I just lost money?
Business Response
Date: 09/01/2022
*************** I am so very sorry to hear you did not receive your package. We certainly understand that things happen once packages leave our facility, however, refunding and/or replacing merchandise reported as not received is done at Nordstrom's discretion. Our delivery research department has communicated with you that we will not be able to move forward with a refund or replacement following our internal investigation. If you have not already done so I would advise filing a police report. Once the investigation officer ******** us with a subpoena, we will be able to release the details of our investigation and any other details we have gathered in regard to the delivery. We consider this matter closed
Initial Complaint
Date:08/25/2022
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 was told I have made unauthorized purchases online through an email communication that responded to my orders being cancelled. I need all authorized activities or purchases that involves my name made available to me in order to protect my identity and also further actions I need to take about the handling of my information by this company.
Business Response
Date: 08/30/2022
Hello Mr. Jabbari. We appreciate the chance to look into this and assist. I see that our ********* services partner has reached out to you via email with additional information. Please respond to that email thread or contact them at ************. This team will be able to answer all of your questions. Thank you and have a wonderful day.
Customer Answer
Date: 08/30/2022

Complaint: 17777056

I am rejecting this response because: the email sent is a mailbox not monitored as I replied to it last week and received no response but an automatic reply that your email will not be read. I prefer all communication in writing. Please find attached reply from your care team.

Sincerely,

*******************************
Business Response
Date: 09/06/2022
I'm sorry to hear this, Mr. *******. I've requested that my team follow up with you as soon as possible.
Customer Answer
Date: 09/12/2022

Complaint: 17777056

I am rejecting this response because: your team reached out to me and acknowledged the error due to mismatch to some orders that were fraud and delivered to my address. But I still have no resolution. I was told on last Friday I would have this issue resolved and receive an email in 24 hrs and that did not happen.

Sincerely,

*******************************
Business Response
Date: 09/19/2022
My apologies that you haven't received a response. I'll follow up with my team and request that they contact you as soon as possible.
Customer Answer
Date: 09/22/2022

Complaint: 17777056

I am rejecting this response because: thank you for reaching out. Once resolved Im happy to close this complaint.
if any documentation is necessary on my side in regards to order issues to my address that have to do with me I would be happy to provide if requested.

Sincerely,

*******************************
Business Response
Date: 09/27/2022
Our finance teams have reached out via email. All additional questions can be directed to that email thread. Additionally, you may call out teams at may call ************.
Customer Answer
Date: 10/01/2022

Complaint: 17777056

I am rejecting this response because:Ive reached out to your team and not been able to Resolve my online ordering issue. I will proceed to making a complaint with the state. This just is unbelievable.

Sincerely,

*******************************
Business Response
Date: 10/07/2022
Our financial services teams have reviewed this inquiry thoroughly and we stand by their decision to end our business relationship. All additional questions/ information requests should be forwarded to that email thread or to ************.
Customer Answer
Date: 10/12/2022

Complaint: 17777056

I am rejecting this response because: you fail to provide any supporting material resulting to your decision.

Sincerely,

*******************************
Initial Complaint
Date:08/25/2022
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.
To Whom It May ************ is a notice of direct dispute with you, under the provisions of FCRA 623(a)(8)(D), of the accuracy of information you have posted to my credit file regarding account number *******************. The date opened, high credit, credit limit, date last active, and date of last payment do not align across all three credit bureaus. In compliance with FCRA 623(a)(8)(D), and enacting regulations published at 74 Fed Reg ***** (July 1, 2009), this notice includes,Identification of the specific information being disputed for TransUnion, Experian, and Equifax: Basis for the dispute: Date Opened: oTransUnion 03/10/2017 oExperian 03/01/2017 oEquifax 03/01/2017 High Credit: oTransUnion - $1728.00 oExperian - $1728.00 oEquifax $1700.00 Credit Limit:oTransUnion - $1700.00 oExperian - $1700.00 oEquifax $0.00 Date Last Active:oTransUnion 07/21/2022 oExperian 02/01/2019 oEquifax 07/01/2022 Date of Last Payment:oTransUnion 06/30/2022 oExperian 06/30/2022 oEquifax 07/01/2022 Missed Payments:oTransUnion: June, July, November, and December of 2018 and January of 2019 oEquifax: April, May, June, July, August, November, and December of 2018 and January of 2019 oExperian: No payment history greater than 24 months Under the provisions of FCRA 623(a)(8)(E), you have the duty to review all the information in this notice of dispute and to complete your investigation within 30-days. Additionally, I request that you provide me documentation of all missing payments that you are alleging. Because this information has been previously disputed, with the credit reporting agencies, and confirmed as correct, I am requesting that you now completely remove this account from all three bureaus as you validated information that is inaccurate. Sincerely,**************************
Business Response
Date: 09/09/2022
We appreciate the chance to look into this further, ****************, My credit partners will be in contact soon.
Initial Complaint
Date:08/25/2022
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.
Order number: 381089997Order date: 08/14/2022It was marked that it was delivered in 08/17I called Nordstrom Rack on 08/18 on a missing delivery. Nothing showed up on front door or nothing popped up on our Neat video. I was told to wait 24 hours from what it states is delivered as delivery company has 24 hours to deliver form the time they state. I was asked to call back if not received in that time frame. I called back, and I was told that it will refunded. The email will come to me in 3 days. Now, I got an email saying it wont be refunded. When I am trying to reach that department, their inbox will not be taking incoming emails. MS services supervisor said to email them to figure out the next steps for resolution. OnTrac is their delivery service. They need to work with them to get the products to us. I shouldnt be chasing them or the delivery service to get the products that I paid for. I even asked our credit card company to start a dispute for them. It is not fair to us consumers to have Nordstrom Rack not take responsibility for their products safe delivery to their customers. Just dumping it on us with no clear responsibility to help resolve it. I urge BBB to work with Nordstrom Rack to help my issue, and other unresolved issues for other customers who cant advocate for them.
Customer Answer
Date: 08/27/2022
The desired outcome is refund.
Business Response
Date: 09/08/2022
It's disheartening to hear about this experience and we appreciate the chance to review, *******. We do see that a dispute was started with your financial institution. The result of this investigation/ dispute will be final and we would not be able to overturn the decision. We recommend connecting with your bank for additional details.

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Nordstrom, Inc. is NOT a BBB Accredited Business.