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Business Profile

Department Stores

Nordstrom, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Department Stores.

Complaints

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

Find a Location

Nordstrom, Inc. has 140 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • 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

      10300 Little Patuxent Pkwy #ns Columbia, MD 21044-3341

    • Nordstrom

      1651 Arden Way Sacramento, CA 95815

    Customer Complaints Summary

    • 1,602 total complaints in the last 3 years.
    • 415 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/16/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 first received these shoes in April as a birthday ********** 5 months later & sadly I havent been able to wear them. The 1st pair were used & didnt even come with dust bags or anything protecting the shape or crystals. From there something has been wrong with every pair from Nordstrom. They were either displays, used, or had a defect. On 5/15/22 Nordstrom told me to go in store to return & reorder the shoes as the associates can see the inventory in the system. I went to return order #************* on 5/15/22 as instructed & the associates mocked me when they thought I left the store. I heard it all & they became aware once I told them Im still here. Another associate heard the associates in the back room & called a manager. Order #********* is my most recent & 8th pair now. Im questioning even more how Nordstrom stores their inventory. These look like they were in an unventilated warehouse during the heatwave because the glue is separating, its all coming apart. I dont want to say its Manolo bc of all the previous pairs Ive received were signs of poor quality control on Nordstroms side. Im starting to think they arent meant for me but they are the only store with the *************************?? Nordstrom is currently selling these heels for $1,125, I would expect them to be taken care of better. I have yet been able to get a brand new stock pair of my these heels.

      Business Response

      Date: 08/26/2022

      We're sorry to hear about Ms. ********* experience with our teams. I've reached out via email to offer my assistance with her concerns. 

    • Initial Complaint

      Date:08/15/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      purchased a pair of "diamond" earrings on 8/11 with the help of manager *****. Noticed earrings did not match online photos on 8/14. brought them into the store to get them looked at around 2PM 8/14. Manager ****** removed the STILL ATTACHED tags, confirmed my suspicion that I purchased a counterfeit ***************** pair of earrings, and told me there is nothing the store can do about it. also confirmed that another pair of purchased ***************** earrings from the same outlet may be counterfeit as neither of the earrings came with genuine ***************** backs. Originally looking for replacement, now looking for refund and apology.

      Business Response

      Date: 08/29/2022

      We are so very sorry to hear of our customers experience. We have reached out to the customer to gather more info to assist with their BBB complaint. We are currently working with our customer to resolve.

    • Initial Complaint

      Date:08/15/2022

      Type:Delivery Issues
      Status:
      Answered
      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 order # ********* on April 17,2022 I have never received called back and forth got the run around. I sent the police report and still no items nor refund. I need help

      Business Response

      Date: 08/23/2022

      We are sorry to hear our customer did not receive their 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. We understand that the value of this package was significant. Our Delivery Research team has reviewed and confirmed that the information, they have previously provided was accurate and the packages that were shipped and delivered separately were delivered. We understand this is disappointing. We are truly very sorry. We did not make this decision lightly. During your conversations and visible proof provided, we see that you filed a police report, and we appreciate you doing so. We recommend working with your local authorities and should the police department file a subpoena, we can release more details on our findings. We consider this matter closed.

    • Initial Complaint

      Date:08/14/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.
      The shorts I ordered were supposed to be delivered and I was using the tracking number provided. As soon as it was marked as delivered (along with other shorts I ordered) I went downstairs to the mail room. Only one out of two shorts was delivered. I chatted with customer representative and they said the amount I spent for the shorts that were not delivered will be refunded to me. Now, I get this email from Nordstrom saying that they wont refund me. Are you kidding me??? Why am I supposed to pay $40 for the item that was never delivered to me? Ive been shopping with them for years and I even have their credit card but now I dont want to deal with them anymore as they dont care about their customers. Order #*********. Item: Free People ****** Distressed Size 26 amount $40.80. I want my money back for the item which I paid for but never received.

      Business Response

      Date: 08/25/2022

      We're sorry to hear about this customer experience. I am happy to report that as of 8/15, a full refund was issued for the item in question and should've posted 1-3 business days later. 

      Customer Answer

      Date: 08/25/2022

       
      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:08/14/2022

      Type:Product Issues
      Status:
      Answered
      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 August 11, 2022, I placed an online order with Nordstrom for $569.14, paying $20 extra for overnight shipping. I saw the next evening that Nordstrom had sent me a delivery notification. I had been home the entire day and nobody knocked on my door with a delivery. I checked around my building and couldn't find anything. The next day, I contacted Nordstrom by chat to inform them of the issue, and the representative (I believe her name was ****) told me that she "put in for a refund of the entire order."Another day later, I received an email from Nordstrom stating that it wouldn't refund me. I've continually tried to escalate this issue by email, and no one seems to care that I didn't get my order. I'm very upset with this terrible customer service and the fact that I was told one thing by chat, and then another by email. I want a full refund of $569.14 because I shouldn't have to pay for something I didn't get. It's ******* fault that I didn't get the order, not mine.

      Business Response

      Date: 08/17/2022

      We're sorry to hear about this customers experience. Our teams have reached out directly to offer assistance. 

    • Initial Complaint

      Date:08/13/2022

      Type:Delivery Issues
      Status:
      Answered
      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 Inquiry #*********, order #*********. 3 items were order but I did not receive one of them, valued at $933.38. I was at home the day of the delivery, and I can confirm that there were no packages delivered. I filed a claim at Nordstrom but they have said the claim is denied without providing further information. I asked to see a signature for the package but they just ignored it completely. I am extremely disappointed with their customer service as I have been a long time shopper there. As stated under the ******** Law, the customer is not responsible for the goods until they receive it, and therefore should not be charged. I demand a full refund please.

      Business Response

      Date: 08/22/2022

      We are sorry to hear our customer did not receive their 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 our customer that we will not be able to move forward with a refund or replacement following our internal investigation. We have advised filing a police report. Once the investigation officer ******** us with a subpoena, we will be able to release the details of our investigation. We are truly sorry for any disappointment this may cause; This decision was not taken lightly. We consider this matter closed.

      Customer Answer

      Date: 08/29/2022

       
      Complaint: 17713821

      I am rejecting this response because:this is very disappointing to hear as a long time customer. I have also not received another item in my order.

      Sincerely,

      ****** **

    • Initial Complaint

      Date:08/11/2022

      Type:Product Issues
      Status:
      Answered
      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: ********* Order date: 07/25/2022 Deliver date: 08/02/2022 5 items shipped in an improperly sealed package, arrived damaged with torn up seals which was captured by security cameras.Two hangers were broken and one gown is missing. Believing slipped out during terrible shipments handling.Nordstrom requested to file police report, but never refund the gown after did as requested.Customer was not responsible to this shipment (from seller to customer) or poor packaging. Item was lost during shipment. Its consumers right to ask for refund or replacement. Here asking for a refund or replacement for the missing gown.

      Business Response

      Date: 08/18/2022

      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 missing package from this order and maintain our Delivery Research's decision in denying the refund. Based on our findings, we have confirmed that the package was successfully delivered by the carrier. We appreciate you filing a police report. Nordstrom will work with your local authorities to provide any details they find helpful should they send us a subpoena. We do recommend shipping all future orders for pick-up at your local store to avoid any further delivery issues.


      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.

    • Initial Complaint

      Date:08/10/2022

      Type:Product Issues
      Status:
      Answered
      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 returned my online order ********* from Nordstrom via mail using a label they provided. It was picked up by **** as well as a shipping agent, but it was never delivered. https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=92023901007838000133635364 I contacted Nordstrom for a refund and was denied. It seems the item was lost, but Nordstrom won't take responsibility even though I used their provided label. I believe since I returned the product that I should get a refund.

      Business Response

      Date: 08/19/2022

      We appreciate the opportunity to look into this further and apologize for any inconveniences caused. To issue a refund for the returns, we must first receive the packages first to inspect and validate the items. It appears that the items have not reached our facility yet, and we will review them carefully once received.

      Customer Answer

      Date: 08/22/2022

       
      Complaint: 17701849

      I am rejecting this response because: **** has picked up the item meaning there is nothing to do on my end. It's been three months since the package has updated, meaning it's most likely lost. Seeing as I used a Nordstrom provided label I believe Nordstrom should investigate this matter and provide a refund regardless of their investigation. I mailed the package off and did my part. i don't think its fair for Nordstrom to sit back and expect the customer to do the work.

      Sincerely,

      ***************************

      Business Response

      Date: 09/01/2022

      We understand your concerns. However, we cannot issue a refund if we cannot verify the contents of the return. Because of this, we will not be able to issue a refund until the return has been received. We apologize for any disappointment caused. 

      Customer Answer

      Date: 09/11/2022

       
      Complaint: 17701849

      I am rejecting this response because: Check the tracking again

      Sincerely,

      ***************************

    • Initial Complaint

      Date:08/10/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Retailer: Nordstrom Issue: Denied return Purchase: 4/26/22 $405 Boots Documentation: Attached below I mailed my return of NEW unworn boots with the retailer provided label. They show receipt of the return item on 7/3/22 via **** tracking #**************************. As of 8/10/22 they claim that they cant FIND my return so they cant verify what was shipped back. This seems unfair & illegal. *** had to follow up with them about 3 times previously for other ************** also refused one of those in the same manner. After that incident I began to photo document my returns to ********** also get receipts for drop off. I live in a rural area with no mail delivery & nowhere near a Nordstrom so I do all my biz with them via mail & have my packages delivered to a *** store. Im hoping someone can help me to get this resolved or I am out $405 on this transaction alone. Thanks for your help!

      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. Our Delivery Research department has communicated with our customer that we will need to receive and validate the return before we are able to move forward with a refund. The customer has also been advised to return items in store or choose her own insurable carrier going forward. We are truly sorry for any disappointment this may cause; This decision was not taken lightly. We consider this matter closed.

    • Initial Complaint

      Date:08/09/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 a jacket from Nordstrom order #*********. I initiated a return request which was accepted, and a prepaid shipping label was emailed to me. I shipped the return, and it was delivered on July 20th and signed for. However, the return was not processed after 10 days. I contacted Nordstrom and the representative told me everything was good in their internal system and the return has been received (screenshot available) and to wait after 15 business days for a refund. I contacted after the 15 days and received an email that a refund wont be processed because the return was not delivered to them. This makes no sense because I used a shipping label provided to me by Nordstrom and it was delivered on July 20th. If Nordstrom is claiming not to have received the package, they can make a lost package claim because they purchased the label and insurance. This issue is out of my hands, and it is between the **************** and Nordstrom to deal with. Its now August 9th and I am still being told different things by different agents. One has told me a refund would be issued and the other states they still have not received the package. I just want my refund for my return as it is now 3 weeks since it was delivered.

      Business Response

      Date: 08/26/2022

      We are very sorry to hear that our customer had trouble with receiving a refund. We have reached out to our customer directly via email including a receipt advising that the refund was issued to card ending in **** in the amount of $2169.60 as of 08/26/2022. We apologize for any disappointment this has caused and are here to assist with any further concerns. We consider this matter resolved. 

      Customer Answer

      Date: 09/02/2022


      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ****

    Nordstrom, Inc. is NOT a BBB Accredited Business.

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