Business Profile

Department Stores

Nordstrom, Inc.

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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

1,602 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:08/06/2022
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.
I placed an online order on Nordstrom on July 28. Order #*********. It was a total of 4 items, 4 shoes. I waited the usual amount for a package to arrive. I saw that my packages said that it was delivered, but I didn't receive anything. I contacted customer service and upon that we discovered that the wrong shipping address had been entered. All of the packages got delivered to the wrong address. The customer representative told me that they can reship to correct address but I informed her that I was leaving on a month long trip the next morning. She informed me that she would issue a refund instead and I agreed. The next morning, I checked my email and saw that Nordstrom declined the request for a refund. I contacted Nordstrom again and the customer representative apologized and said she would open another request. Hours after, I got an email that the refund request was denied again. So now I am left with no items and no refund. They didn't even try to make an effort into even giving me credit or anything. I have purchased from Nordstrom before and never had any issues.
Business Response
Date: 08/16/2022
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 recommend our customer update the address on their personal profile to ensure safe delivery going forward. We consider this matter closed.
Customer Answer
Date: 08/24/2022

Complaint: 17681139

I am rejecting this response because: I have never had this happen with Nordstrom before. It was my first time ordering.

Sincerely,

*******************************
Initial Complaint
Date:08/06/2022
Type:Customer Service 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 made an order and it appeared delivered.However, not with my signature and after being told by Lasership that they would deliver it to my new address.When I called Nordstrom, I was told to contact them.Now, they are telling me it is unfortunate it might be stolen but that they delivered.I am told I am liable and they won't issue a refund.I am told to go to the cops but I provided all the documentation proving 1) that is not my signature 2) Lasership confirmed they would deliver it to my new address 3) it appears someone received it but it was not **** called ******** customer service and they were rude and unhelpful.Apparently, they said it is "unfortunate" but they did their job. They offer no assistance on disputing this charge. I had to leave that apartment because of toxic exposure and was told that it would not be a problem.THIS IS WHAT LASERSHIP WROTE TO ME:Thank you for your inquiry regarding *****************. LaserShip has received the electronic information for your package but has not yet physically received the package for sorting and delivery. As soon as the package arrives, we will begin the sorting and delivery process. Please check www.lasership.com for the most updated tracking at any time. Please contact your Seller if there are no updates to tracking showing the package arrived to LaserShip by your Seller's estimated delivery date.Thank you,BhumikLaserShip/OnTrac *************************************** have merged to create a faster, reliable network for e-commerce home delivery. Tracking Number: 1LS7298J001368262Mel Alma377458013Case Number: 05900388However, nordtsrom washes their hands. How was I supposed to know where they sent it after this email they sent confirming it would be rerouted?This was my order:Order number: 377458013Lasership shows that it is NOT my signature and yet, Nordstrom is fine with this type of treatment. They sent their package through them.
Business Response
Date: 08/24/2022
We're sorry to hear of your experience and appreciate the opportunity to look into this further. Based on our findings, we do agree that a refund should have been issued. We just processed it and the refund will return to the original form of payment in a few business days.
Customer Answer
Date: 08/24/2022

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:08/06/2022
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 ordered a pair of Valentino shoes online, order # *********, and they were supposed to be delivered by *****. Several days passed and nothing. So I looked into it and apparently it had been left at the front door. Keep in mind this is a house on the main road with the front door in clear view of every passing vehicle and person. Looked everywhere and nothing, also looked at the Ring doorbell footage and nothing shows a delivery being made at the door. Emailed and called Nordstrom for help and they basically said "tough luck" and that it wasn't their problem. This is unacceptable! I placed an order and never got anything for it... So now I am out my money and the shoes!! I would like either the shoes reshipped to me, or a full refund. Thank you for your help.
Business Response
Date: 08/16/2022
We're sorry to hear about this customers experience 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 to this customer via email. All inquiries regarding this decision can be directed to that email thread. Additionally, the customer may call ************.

Customer Answer
Date: 08/17/2022

Complaint: 17680803

I am rejecting this response because it is their responsibility to make sure I get what I order. As of today I still dont have the package and they have been totally unwilling to help. This is unacceptable and as a responsible seller they need to make sure their clients get what they pay for I need these shoes replaced asap.

Sincerely,

*********************
Business Response
Date: 08/23/2022
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 or replacement for this order and maintain our Delivery & Research's decision. Based on our findings, we have confirmation the package was delivered. If theft is involved, filing a police report is highly recommended.

Customer Answer
Date: 08/30/2022

Complaint: 17680803

I am rejecting this response because they have been completely unhelpful in trying to even locate the package. There is no proof it was delivered or where it was left. This is unacceptable, if they dont honor their own standards then I will have to dispute it with my *********** and will certainly leave the appropriate feedback on all related websites.

Sincerely,

*********************
Initial Complaint
Date:08/05/2022
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.
In April 2022 I returned a pair of shoes in store for $800.00+ and was issued a gift card for the entire amount. On Saturday, July 30, 2022 I went in store to make a purchase and was told by the sales associate that the gift card had a zero balance. Eventually I spoke to a supervisor over the phone that day who said I would be issued another gift card via e-mail in 3-5 days. Today is the 5th day and I have not received anything. I called again today and spoke to another supervisor who stated a credit card (which is not mine) was credited the full amount on June 27, 2022. So, 2 months after I was issued a gift card they decided to reverse the amount and credit another persons **** and I am still out $800.00+
Business Response
Date: 08/15/2022
We regret any disappointment we caused due to our customer not receiving the gift card refund. We have reissued the gift card to our customer at the store level and updated our customer with this information. Should our customer have further questions regarding the refund. We would be happy to assist. We consider this matter resolved.
Initial Complaint
Date:08/05/2022
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.
On 7/22/2022 at 10:42 AM my package from Nordstrom Rack was marked as delivered by OnTrac. Tracking Number = C12056917347706. It was shipped to my home address at ********************************************************* 94015.However, I never received the package. I reported the stolen package to Nordstrom Rack and they told me that the items in the package were returned to the ************* Nordstrom Rack on 7/22/2022 to a debit card ending in ****. This is not my debit card so I am assuming whoever stole my package went to the store and refunded the items back to their card. When speaking to customer service they told me that there was nothing they could do since the items were returned at the store.I am filling this report because according to the Nordstrom Rack return policy located here - https://www.nordstromrack.com/ship-return-policy - it states "All refunds will be credited to your original form of payment or a Nordstrom Gift Card (gift cards cannot be redeemed for cash unless required by law)." However, this was not the case and instead, they refunded someone else's credit card. Order Info:Order number: ********* Order date: 07/09/2022 Items Total: $207.40 Number of items: 5 Item Names: ******** Glencrest Button Front Sweater **** ****** 724 High Waist Crop Straight Leg Jeans (Tribeca Moves), PLM Tweed Breasted ******* ************* Sights High Pile Fleece ******* Dippin Daisys ******** Tie Front Bikini Top Nordstrom Rack Store info:Phone number: ************ Address: **********************************************************************
Business Response
Date: 08/16/2022
We apologize for this customers experience. We've confirmed that a full refund was issued to the correct payment method on 8/10.
Customer Answer
Date: 08/16/2022

Better Business Bureau:

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

Sincerely,

Jolie K
Initial Complaint
Date:08/05/2022
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 placed an order ********* on Nordstrom website. The order was cancelled and Nordstrom sent me an E-gift card **************** as a refund. But for the gift card I can not check balance at all. Then I contacted the customer service for help but the problem was not solved. Therefore, for this order I never received any refund. Please refund to me as soon as possible.
Business Response
Date: 08/16/2022
We're sorry to hear about this customers experience and appreciate the chance to review. In looking further, our ********* Services team has emailed the customer asking for proof of purchase for the gift cards in question. Please respond to that email with the requested information so that we may continue this investigation.
Initial Complaint
Date:08/05/2022
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 been a Icon member with Nordstrom for 12 yrs. I mainly order on line because the closet store is 3hours away. I order & return a lot because of this distance. This past year there has been a few issues with returns ( not everything that is in the box being credited to my account). The past two weeks I have tried unsuccessfully to work with Nordstrom customer service regarding two recent issues. I have all my documents, **** tracking receipts and have gone as far as to video myself packing/ shipping the items. I understand that this issue of missing items has happened before but I feel they need to investigate their returns department. The latest email from their staff basically told me to never shop with Nordstrom again. To spend the amount of money that I spend to be treated this way is sad. I am actually driving to the ******* store today to in person return a order because I dont trust the return process. I returned two pair of **** tennis shoes ( that showed delivered but Nordstrom couldnt find) and in that same box there way a pair of black on cloud shoes. I still havent received a return on those on clouds. The other issue is a pair of mother brand jeans that were boxed with two other pair of jeans from the same order but I didnt receive a return of all 3 only 2. The week before I had to contact customer service about a missing bathing suit retun in a large box with other items . It seems that when I send back a large return items get overlooked. The shoe order number is #********* that was returned / packed with order #*********. The jeans order # is *********. I also have two other return boxes in transit to the Pitney bows warehouse that I pray I dont have issues with . I really do love shopping at Nordstrom and its unfortunate that they no longer care to have me as a customer. Im not sure what else I could have done to help with my returns short of driving like I am today 3 hours away which is very inconvenient.
Business Response
Date: 08/12/2022
We regret that we are unable to assist our customer further, we have identified concerning shopping behavior associated to our customers online account which we will no longer be able to support. If our customer would like to discuss this further our investigation team would be happy to assist further. ************
Customer Answer
Date: 08/18/2022

Complaint: 17675661

I am rejecting this response because:
I visited the Nordstrom store at ****************** and spoke with the store manager. I showed her my video proof of the returns and she informed me of the problems that exist at the returns warehouse . She also credited me of the mentioned items . As of now Nordstrom has me blocked me online ordering. My account actually has a$600 credit because Ive alway paid on time. As an Icon customer for over 10 years, I feel like I have been treated terribly by the online customer service . To date I have spent over $8,000. Ive always been honest about my returns and have documented every one. I have left a message over a week again with account services for someone to call me . I have yet to hear from anyone. The manager of the ****************** store in ******* apologized for how rudely I was treated . She also gave me her card to order directly from her store . Once again Im applaud that a customer who has spent over $10,000 a year with company would get this treatment over a internal issue. It is not my problem if the warehouse doesnt have their ducks in a row. I did my part as the consumer by returning the items I didnt want in the correct way with return tracking / proof. At this time all I want from Nordstrom is to use my credit I have .
Sincerely,

*********************
Business Response
Date: 08/29/2022
We regret that we can no longer assist our customer with her retail needs, but regrettably due to concerning shopping behaviors we can no longer support our customers retail needs. We did not make this decision lightly and we would be happy to answer any questions or further concerns our customer has. ************. We consider this matter closed
Initial Complaint
Date:08/04/2022
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 ordered a garment from nordstrom.com on 7/26/22 and was charged appropriately. Today, 7/29/22, I received an email notification that my order had been delivered. I had specified that the order be delivered to my home address in ********. However, upon receipt of the email notification of delivery, I looked for the physical package but could not find it. I checked the tracking for this order, and it was delivered to an unknown location in ***** instead of my home in ********. I contacted Nordstrom customer service via their chat function and explained my problem. They would not issue a refund, but said that their investigative team would look into this further, and then let me know about a refund. I would like a full refund for this item since I did not receive it.
Customer Answer
Date: 08/08/2022
A refund was processed and issued to my account on 8/1/22. I received the item at my home address 2 days ago without further notification. I would like to keep the item and am happy to pay for it now that I have received it.

I would like to be notified upon being re-charged for the item. I would also appreciate an explanation re: unclear communication regarding issuing a refund, as well as shipping the item to ***** instead of my indicated home address in ********.

Thank you,

*****************************
Business Response
Date: 08/11/2022
We're sorry to hear about this customers experience. We've confirmed that a full refund has been issued for the order in question. Those funds will post in 1-3 business days.
Initial Complaint
Date:08/04/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 7/6/22, I placed an order (order #*********) of several items from the Nordstrom Anniversary sale. I received the order but had several items that I returned. I had 4 returns on this order. Three of the four returns have been credited. One however has not. I have the tracking number and Nordstrom received this return package on 7/22/22. They, however cannot find the return they received and are refusing to give me refund. The package weight is over 30 pounds and the amount of the return is $1,940.90. But because they cannot find it, they will not issue a refund. I have will reached out to Nordstrom customer service to request a refund several times and have been told they cannot validate the return so there is no credit.
Business Response
Date: 08/11/2022
We're sorry to hear about this customers experience 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 to this customer via email. All inquiries regarding this decision can be directed to that email thread. Additionally, the customer may call ************.
Customer Answer
Date: 08/11/2022

Complaint: 17671376

I am rejecting this response because: This is the same response I have received previously. They have received the package and the tracking proves that. Just because they have lost my return does not mean I should be responsible for paying for it.

Sincerely,

***********************
Business Response
Date: 08/22/2022
We had the opportunity to look into this complaint closely with our Delivery &Research team and maintain their decision in denying the refund. Additional questions can be forwarded to the current email thread.Additionally, the customer can call us at ************.

Customer Answer
Date: 08/29/2022

Complaint: 17671376

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 09/04/2022
I have the tracking information on this return and you have acknowledged receipt of the return. Because you can no longer find my return does not mean I should not received my $2000 return credit.
Initial Complaint
Date:08/03/2022
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.
On June 5, 2022, I purchased a pair of sneakers, 14th & union ***** sneaker. The sneakers cost me $39.97. The sneakers are falling apart so I requested a refund and I wanted to return the sneakers. I only wanted to return them because they are coming apart. I was told that there was nothing that could be done because I passed the 45 day window for returns. The order # *********. I ordered the sneakers and a pair of sandals I am keeping.
Business Response
Date: 08/12/2022
We appreciate the opportunity to look into this further and apologize for your experience. We understand that the shoes aren't as expected, but we unfortunately cannot accept returns for any Nordstromrack.com items that have been worn. We apologize for any inconvenience this may cause. For more information regarding Nordstromrack.com returns, you can visit: https://www.nordstromrack.com/ship-return-policy

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Nordstrom, Inc. is NOT a BBB Accredited Business.