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

  1701 Preston Rd # D1 Plano, TX 75093-5146

• 

  Nordstrom

  600 Westfarms Mall Farmington, CT 06032

• 

  Nordstrom, Inc.

  PO Box 6555 Englewood, CO 80155-6555

• 

  Nordstrom, Inc.

  FRANKLIN MILLS MALL PHILADELPHIA, PA 19104

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:08/25/2022

  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 purchased ***** p ***************** sandals from Nordstorm which stated on the website could be warm for any occasion. My first time wearing these Sandals July 15 2022 I put them on and took 2 steps down my stairs and slipped. I landed on my right glute on the the corner edge of the stair and was severely injured.. The trauma has caused severe scar tissue and permanent disfigurement large dent and lump to my right glute. I am in physical therapy and will need a surgical procedure as well as plastic surgery all because I was sold these dangerous slippers by Nordstorm. These sandals have absolutely zero grip. Its literally walking on stakes. I had two others try on the sandals, with caution and they also slipped and were shocked. I researched the material Sole: 100% Polyvinyl Chloride polyvinyl chloride and it is a poor non slip material known to cause falls. I can not believe my life was but at risk with these shoes by a store I trusted. Nordstorm would also not post my review warning others. No reviews have been posted on this product. It seems Nordstorm is purposely putting consumers at risk. I have photos of the incident and medical reports. I can literally run up and down my stairs with **** flip flops and heals without any problem I have wood flooring. That day I literally walked down two steps and because I was wearing those Sandals I will be literally scarred for life and with high medical bills. I contacted Nordstorm and was told they took zero responsibility and told me I should contact ***************** I have issues with their product. They even bother to examine the sandals. Nordstorm should take responsibility from the products they sell.

  Business Response

  Date: 08/29/2022

  We are so sorry to hear of our customer's experience weve not had any similar concerns raised but weve reached out directly to the customer. We consider this matter closed. 
  

• Initial Complaint

  Date:08/24/2022

  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 items and OnTrac marked it deliver but I never received. Nordstrom said they did an investigation and refused to credit my account for items never received.

  Business Response

  Date: 08/31/2022

  We're sorry to hear that your package wasn't received, Ms. ******. Our team will review and connect with you directly via email. 

• Initial Complaint

  Date:08/23/2022

  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 purchased 2 pairs of shoes from Nordstrom through their website on August 11 (order #*********). I received a box that contained the wrong order. The box contained 2 pairs of shoes and an invoice slip that was for another customer. I contacted customer support who advised me to wait to see if my actual order arrived. It did not. I contacted customer service again and they sent a report over to Delivery Research for review. I received a generic response denying my refund for $610.31. I contacted customer service again to ask why and was told that they would send over a new report to Delivery Research but did not receive a response by the date promised. I emailed Delivery Research and have not heard back. I would like a refund for my order as I never received it. I have attached pictures of the items I did receive, the invoice that was in the box, and the tracking information for my order that shows that there has been no change since August 11.

  Business Response

  Date: 08/30/2022

  We apologize for this experience, Ms. *******. I see that a return has been initiated and your order is on it's way back to our fulfillment center. I've sent you a follow up email with additional details. Thank you and have a great day! 

• Initial Complaint

  Date:08/22/2022

  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.

  Misleading False Reporting This account is negligently and inaccurately reporting failing to comply to 15 USC ****. Delete this unverified and misleading account.

  Business Response

  Date: 09/01/2022

  ****** thank you for bringing your concerns to our attention and giving us the opportunity to respond. We are sorry that you feel that the credit report is false and misleading. Our records show the account was opened in person with valid photo ID present on July 11, 2012, in our Nordstrom La Jolla at UTC store. After thorough investigation, weve concluded the account is valid. 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 ************. We have sent a letter to your home outlining the supporting details. We consider this matter closed. 

• Initial Complaint

  Date:08/20/2022

  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.

  On 8/10/2022 I placed an order; 2 pairs of sandals and 3 pairs of shorts. Spent $898.57 but received only 1 item. I called costumer service, they said my order was fully delivered. The thing is they still havent even updated the shipment information, and I dont even know when was my order delivered. I called them again requesting a refund ,because if they did deliver as they stated, that means the order must have been stolen because I didnt receive the items that I delivered. They said in case of theft they dont take any responsibility and its becomes a criminal issue. I order an expensive stuff and its not fair enough to throw the box on the floor and not even update the delivery information. I feel hopeless and desperate because they refuse to process the refund. I am a longtime costumer (10+) of them and we have never had an issue before this is the first time.I spent a lot of money and no one cares. Here is the order # ********* Than you in advance!

  Business Response

  Date: 08/26/2022

  We're sorry to hear that ********************** didn't receive her complete order and appreciate the chance to investigate. Our delivery and research teams have looked into 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, Ms. **************;may call ************.  
   

  Customer Answer

  Date: 09/07/2022

  Dear BBB team, thank you so much for handling my claim. 
  To hear that my complaint has been closed made me disappointed and sad. I think there has been a technical issue. On August 31, 2022  **** pm I replied to BBB upon the BBB's request indicating  that Nordstrom's response was not fair and satisfying. Maybe I posted my response in the wrong place and I apologize for  misunderstanding. This is my first experience and I didn't understand where to submit the post. I would like to ask you to open my case and help me resolve this problem. I want to get my money back and most importantly for further orders I don't want to face this kind of indifference again.
   I am attaching below the proof of what I submitted to BBB on August 31, 2022   as response upon BBB's request.
  
  Please open my case . You are my only hope.
  
  Last but not least I am copying and pasting my response .
  
  Nordstrom's response is embarrassing and unfair. I don't want to hear their apologies and I am not going to call them again, simply because they don't respect the rights of their customers. Here is the situation. The Nordstrom team very " nicely" let me know that they didn't trust any of my words and that was offensive. I am a longtime customer of theirs and if they check my order history they will see that my orders start from $ **** and I am not a thief. Where are the proofs that they are talking about? Are there any pictures or my signature? Who knows where they left the delivery? How they can prove that it was my building? They haven't even updated the delivery status yet. It still says shipped but not delivered. I don't even know when the delivery happened. Usually, when I am not home once I see the status says delivered I drive home momentarily. But this time it wasn't the case. I am still hopelessly waiting for my order. They told me that they won't refund the money because especially the standards are highly valued items. I am very aware of that, I paid a lot of money and It's not my problem that this store can't provide its customers with safe delivery. I deserve an apology from the store for not believing in my words and making me stressed all this time and most importantly they must send my money back unless they have reliable proof that I received my order. Thank you dear BBB for your help. I appreciate what you do for innocent people like me. My assigned ID # ********
  
  
  
  
  

  Business Response

  Date: 09/16/2022

  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 and maintain our Delivery & Research's decision in denying the refund. Based on our findings, we have confirmation of delivery. If theft is involved, filing a police report is highly recommended. 

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17747712
  
  I am rejecting this response because:The answer from Nordstrom is shameful and unfair. They don't respect the rights of their consumers, thus I don't want to hear their excuses and I won't call them again. Here is the situation. The Nordstrom staff told me in a very "nice" way that they didn't believe any of my words, and that was rude. I've been a customer of theirs for a long time, and if they look through my order history, they'll discover that my orders begin at $1,000, and I'm not a thief. Where are the evidence they are referring to? Do you have any images or my signature? Who knows where the delivery was left? How do they show it was my building? Even the delivery status hasn't been updated yet.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/19/2022

  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 $300 bag off Nordstrom website they choose to send my item through Lasership with know theft complaints and missing packages my item agent through the system for days of no update i get an update and says its in lasership facility to one min later saying it was delivered at my door how could something come from ********** to pa with it a min to be delivered Nordstrom told me to wait because delivery always show up a day later i got nothing open a ticket for them to close it no refund no product going back and forth with info from the shipping company saying they can located my item or time to Nordstrom still not giving me a refund Im appalled by the blatant disregard for customers so a shipping company can steal packages and we as consumer cant do anything but call the cops that is not what local police is for and Im determined to either get my bag i ordered or give me my money back asap or i will be suing

  Business Response

  Date: 08/26/2022

  We are sorry to hear the trouble our customer experienced resolving the issues with her package. Our delivery research department took another look at Kenyana's  claim and has issued a full refund back to her original method of payment. We apologize that her package was not successfully delivered and are here to assist with any further concerns. We consider this matter closed. 

• Initial Complaint

  Date:08/17/2022

  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.

  ******* was the the issuer of my Nordstom's retail card. My account was closed with an open balance due on account that I made regular payments on. Based on the information I was provided via telephone it was because of a Fico score. However, if I make my payments on my Nordstrom Card that has an open balance due why was my account closed. If anything the limit should have been decreased. Them closing my account hurts my credit score as well. They should have been reporting that I made my payments. How I paid them is what should have been the determining factor. I don't even know the amount I owe. Bad business.

  Business Response

  Date: 08/30/2022

  We apologize for this experience, Ms. Hamlet. We've escalated this to our credit partners and they'll be in contact with you directly. 

• Initial Complaint

  Date:08/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 pairs of shoes online, order # *********. I returned the shoes within a few days of receiving them. Nordstrom only refunded me for 1 of the pairs. I have sent them the tracking # for the return but I have no proof as to what was in the box. Unless someone notarizes what they see being shipped back, people don't have any recourse when Nordstrom says items were not sent back. This seems quite unfair and I'm out about ******.

  Business Response

  Date: 08/26/2022

  We are sorry to hear our customer did not receive their refund for return. We certainly understand that things happen once packages are on the way to our facility, however, refunding merchandise reported as not received is done at Nordstrom's discretion. We have moved forward with a refund but we urge our customer for the safety of her returns to return instore or insure her returns using a Carrier of her choice as we may not be able to accommodate a refund without first receiving and validating the return. If our customer online banks they should see a refund within 3-7 business days. We consider this matter closed. 

• Initial Complaint

  Date:08/17/2022

  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.

  On Sunday, August 13th, 2022, I placed an order via phone after receiving a call from a Supervisor (whom was apologetic) due to a previous order a representative at a store in *********** was not helping me correctly with and was clearly just trying to make a sale. The supervisor was amazing and even accommodated 2 day shipping for free which was neat. I waited at home on the day of Delivery, 8/16/2022, and never received my package. I was literally waiting for it and kept refreshing the details and received nothing. I contacted **************** and they requested a refund process to be conducted. Next morning on 8/17/2022, I Received a denial. I contacted ************* and they resubmitted a refund request stating another 3 days until resolution. This is ridiculous because it is clear that no package was delivered or else they would of shown proof of delivery or at least a location or picture of delivery for a high priced item valued at $1,195.00. I have three different locations where items are delivered, 2 doors (front and side) and a garage door. No explanation was provided with this. There should be a policy that requires high priced valued Items with automatic Signature Requirement. Other Designer stores immediately do that to ensure receipt of an item/good. I deserve a refund but more so would love a replacement. I really want the product I ordered and I am worried the other item I am to be receiving either today or tomorrow will end up lost as the first one delivered.

  Business Response

  Date: 08/23/2022

  We are sorry to hear that our customer did not receive their order. After further research, we show a request was submitted on the order for a refund which was approved on 08.17.2022. Depending on the customer's banking institution, the refund should post within a few business days. Should assistance be needed to replace the order, our customer care ********************** is available to assist. We consider this matter closed.
  

  Customer Answer

  Date: 08/31/2022

   
  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:08/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took three pants to be altered They are going to be mailed by a date but ten days later after the date, I didnt receive them

  Business Response

  Date: 08/26/2022

  We are so very sorry to hear our customer did not receive her items. We had the opportunity to speak with our customer and she did advise that her pants were received. We are continuing conversations with our customer to ensure this does not happen going forward.  
  
  

  Customer Answer

  Date: 09/05/2022

   
  Complaint: 17727936
  
  I am rejecting this response because of the lies and totally disrespectful behavior. First of all the company has posters i

  up all over the fitting rooms claiming if you have a notdy card that you get free alterations. I bought three pairs of pants and needed them altered. They were bought at Nordstrom so as a card member, of course I believe it will be a great experience. But the culture at this company is so toxic. The person that helped me in the fitting room didnt let me speak, interrupted me frequently and was in a huge hurry. So unsurprisingly the work on the pants was totally insufficient and I have to alter them again. To make matters worse, she angled a delivery option that was a fiasco waiting to happen. She said the pants would ship next Tuesday but on the ticket she indicated that following Tuesday, which would make it over a week from the Tuesday she misled me to believe. Then it turns out this supposedly successfully run company uses the most third rate company possible, some hack named on star. So my pants were delayed weeks on out. I was **** enough to feel boosted and understood by the person named ***** who called me after my bbb message was transmitted. All she cared about were her best interests, in other wors getting information to use for this site here. She really fooled me to think she cared. I went out of my way to call her as soon as I received the pants even though I had no time to talk. I asked her to call me whenat a more convenient time so that I could explain what happened. Her call would have prevented me having to write this rebuttal and comment hhere. I would most likely have left well enough alone. But I am not sure if you realize how deflating it is to wait by a phone that never rings when you think you have an appointment with someone and that you have a line of support. Of course she had declined to give me a number where I could reach her and that does speak volumes. ***** dont care if this situation is addressed at this particular store and thats a shame. One of the reasons I requested a call back was because she needed the stlore number and I wanted to make sure to get it to her. At Nordstrom the customer is always last. 

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