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

  5220 Alpha Rd Dallas, TX 75240-4316

• 

  Nordstrom

  600 Westfarms Mall Farmington, CT 06032

• 

  Nordstrom Inc.

  135 Westchester Avenue White Plains, NY 10604

• 

  Nordstrom

  501 Garden State Plaza Paramus, NJ 07650

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:08/03/2022

  Type:Billing 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 Wednesday 8/3/22 I went to Nordstrom ************************* to have alterations done on 2 jeans. They told me it would be $70 but if I signed up for a Nordstrom Credit card it would be free. After I agreed to sign up for the credit card and my application was approved they then tried to charge me $70. I said I thought it was free employee **** said no we charge you then you get a $70 note to spend at Nordstrom. That to me is not free. I feel like Nordstrom is deceiving their customers into signing up for their credit card with false promises. I then canceled my credit card and did not get the alterations done. But it affected my credit score because they ran a credit check. The employees **** was happy because she got tricked me into signing up because she still gets credit for opening an account even though I cancelled it.

  Business Response

  Date: 08/11/2022

  We apologize for this customers experience. We've forwarded the concerns over to the store management teams and they'll be in contact soon. 

  Customer Answer

  Date: 08/11/2022

   
  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:08/03/2022

  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 product from their website (order number *********) with the peace of mind that they do price matching. However, this time around I found the same product from the manufacturer at a steep discount and approached the retailer with a price adjustment request. Unfortunately the retailer claims that they have additional requirements (not advertised or clarified).

  Business Response

  Date: 08/12/2022

  We appreciate the opportunity to look into this further and apologize for your experience. If the item is available at the brand/vendor's site for a lower price, and if the item is available in the exact color and size, we can absolutely honor a price match. We apologize that the representative you spoke with didn't accurately share our price match policy with you. We'd like to honor the price for you--we adjusted the order so that the blazer is now $39.99, you'll see this adjustment reflected on the original form of payment in a few business days.

• Initial Complaint

  Date:08/03/2022

  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 received an email from Nordstrom yesterday telling me my account was banned without any previous communication, very abrupt. And the reason is "excessive shipping failure" which I don't understand what it means.I have been a loyal ND customer for the past years and was surprised to receive this email. I am not sure what they meant by "excessive shipping failure"? I have never reported lost packages and there were times when I unfortunately received a piece of clothes or shoes that were worn/incorrect/missing the original shoe box or packaging (this actually happens especially for orders that were shipped from a retail store), I always contact Nordstrom immediately, and send them the picture of the damaged/incorrect items. And then I will return them back in unused condition just as how they came. When I selected the return reasons, I always select "damaged" because it is the first reason in the pulldown bar. Is this what causing the system to show I have excessive shipping failures? I just choose the "damage" because it is the first reason in the selection bar, it does not mean all items I returned are damaged or incorrect. I think this might be causing some misunderstanding..Currently, I still have pending orders I have yet to receive from Anniversary Sale and returns that are still in progress. I also have a couple Nordstrom gift card and a Nordy card so it is very unfair that Nordstrom suddenly closed my account. I think Nordstrom should at least reach out and communication with me before making this decision. If there are anything miscommunication I hope we could clarify and work it out. This is super abrupt without any warning that my account is closed. I'd like to appeal for this decision and if there have been anything issue with my account, I am willing to change.

  Business Response

  Date: 08/11/2022

  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: 08/16/2022

  Two weeks ago I received an email from ** that my account under ******************** is closed. This is right after I filed a claim with my Nordstrom Retial Card after I did not receive refund for a returned slippers. I won the dispute and ******* credited my money back. Immediately then Nordstrom closed my account. So apparently if you file a dispute with Nordstrom, they will just ban you. But I still have 2 nordstrom gift card, total amount around 140 USD. If you ban me from Nordstrom then please credit me the gift card as they are now useless. It is against the law to ban me from using the Gift card that I already paid for Please credit the gift card back as check or deposit. Gift card: **************** ***** USD **************** ***** USD

  Refund my gift card in the form of check or direct deposit

  Business Response

  Date: 08/26/2022

  We are sorry to hear that we are no longer doing business with our customer due to certain shopping behaviors. Regrettably, we would not be able to offer a refund to another credit card, direct deposit, or check. Gift cards are non-refundable and would be treated as cash. We would recommend our customer gifting the gift cards, donating them.

  Customer Answer

  Date: 08/31/2022

  Complaint: 17726100
  
  I am rejecting this response because:i paid for these gift cards and as you mentioned they should be treated as cash then wy cant I spend them? 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/30/2022

  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 July 20th, 2022 I placed an order for one pair of boots from Nordstrom.com - *********************************** *********************** for the amount of $684.25.They were slated for delivery on 07/23, via a delivery service called OnTrac, but never arrived, and were marked delivered fraudulently. I reached out to customer service via chat regarding my order, #*********, because the boots that I paid for never arrived, despite being marked as delivered.They were marked delivered at 9:52 at night on Saturday July 23rd. Clearly this delivery never occurred - no delivery service operates past 9pm on a Saturday night, and OnTrac, by their own admission when I reached out to them via email, halts deliveries to residential addresses after 8pm, earlier on weekends. My husband and I were home, and no one came by - I verified this on my security camera. I'm not sure what kind of scam OnTrac and Nordstrom are trying to pull, but I will not rest until I have my money back. (A quick ****** search of OnTrac's reputation tells me that undelivered, mis-marked packages are extremely common for them... pretty shady for Nordstrom to use such a terrible service with such horrible reviews!)In follow up to this chat, where the representative said she put a request in for my refund, I received an email claiming Nordstrom is "unable to process my refund request." No explanation, no accountability for the negligent and fraudulent non-delivery by OnTrac, nothing.I am absolutely not going to sit by and let Nordstrom steal from me. Either a replacement shipment for this pair of boots, or a full refund of my money is absolutely owed to me here. This is my first interaction with Nordstrom.com - but I shop frequently at their Tigard location in person - and I will absolutely never make this mistake again after being robbed blind unless this is fixed.

  Business Response

  Date: 08/04/2022

  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: 08/13/2022

   
  Complaint: 17646038
  
  I am rejecting this response because: Nordstrom is absolutely, by far, the worst company I have ever dealt with. They are trying to claim that the shipping service - which one quick ****** search shows has been sued countless times and had hundreds of employees convicted of theft of packages, and is all around a shady "business" - delivered my package at almost 10pm on a SATURDAY NIGHT. Not one shipping company delivers at 10 AT NIGHT on WEEKENDS - and OnTrac even says on their own website that they end service to residential HOURS before this on weekends, which they confirmed to me directly when I reached out. There is NO WAY this package was delivered then, and I have confirmed this via my security camera as well. I was home and in the living room by the front door at that time, no one came by, period. The only thing that needs a police report filed against them is Nordstrom for stealing my money from me and refusing to replace or refund my order. I will not rest until this money has been returned, period, and if that means taking legal action against Nordstrom, I most definitely will.

  I don't know what fantasy land this responding employee lives in, but no police officer is going to subpeona Nordstrom over a police report filed over a package not delivered. I've already spoken with the **************** and they don't do anything for stolen/not delivered packages - they expect the business to do WHAT'S RIGHT and refund or replace the item, because there is truly nothing they can investigate here. I was told blatantly that they would provide a police report number if I wanted to file one, but that the next step is to reach out to the business with that number and demand a refund or replacement. They have no "investigating" to do - they don't know if it's an alleged package theft from a random individual, from OnTrac, from Nordstrom, or what, there's no one to investigate or go after here. And frankly, way to be completely ignorant to the state of the world Nordstrom - ******** has so few police officers left they can't even answer REAL calls for REAL crimes like the constant shootings and assaults and break-ins. They expect businesses to do what's right for their customers instead of shrugging the customer off to waste their time.
  
  Sincerely,
  
  ***** Neighbor

• Initial Complaint

  Date:07/29/2022

  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 a pair of sunglasses for my vacation on 7/24/22 for my vacation order number ********* I purchased from Nordstrom because they ship rather quickly then other places. It says on Tuesday it was delivered. Ive never had a issue with getting my packages from belongings from Nordstrom so when I didn't have anything at my door I gave them until the next day to come because I know things happen. It says it was delivered from laser ship with whom Ive had a problem with in the past when they delivered half of my order from another store. I contacted Nordstrom to get a refund because I was already on my way to the store to get another pair so I wouldnt jeopardize this happening again.. so in total I spent about $600. The door that laser ship took the picture in front of us NOT my door because my door is a completely different color.. and the fact that Nordstrom doesnt believe a loyal customer is heart breaking to me.

  Business Response

  Date: 08/04/2022

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

• Initial Complaint

  Date:07/29/2022

  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.

  Ordered a mens Size 6 **** shoe on the website and I was shipped a womens 6. Called **************** and they sent me a link to return the wrong shoe while placing another order for the correct shoe that was supposed to be expedited Next Day. I did not get the shoes in time for a race I was running, which made me have to purchase another pair for the race.I didnt receive the new order until 3 days later and again, it was the womens 6. I had to ask to speak to a supervisor in order to get a 3rd order placed and expedited. When I asked if there was anything else that could be done/provided due to the major inconvenience this has caused, they said unfortunately not. I dont understand what the disconnect is when the order clearly states that a mens Size 6 is needed and twice so far the wrong shoe has been packed and shipped in error.

  Business Response

  Date: 08/04/2022

  We appreciate the opportunity to look into this further and apologize for your experience. During our review, we found that our ************* supervisors has been able to assist with your concerns and that the matter is resolved. 

  We're happy that your concerns have been addressed and appreciate you bringing this to our attention.

• Initial Complaint

  Date:07/29/2022

  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 Nordstrom on July 21st. Order #. ********* I paid for next-day shipping as I wanted the item for my daughter Birthday gift. The package was marked as delivered on July 22nd. However, it was nowhere to be found. I waited until the end of the day in case it was prematurely marked as delivered, but it was still nowhere to be found. I notified Nordstrom of the issue immediately and was told that the case would be sent over to the delivery research team and in a few days I would hear a response back. Less than 24 hours later, I received a generic we cant refund you email from Nordstrom. After calling their delivery research team for more information, within 5 minutes, I received another generic email from their delivery research team. They said the package was marked as delivered, so theres nothing they can do to help. I called ***** and filed a case and claim and ***** advised me they did verify with the carrier that the item wasnt delivered to my mail room and that the carrier was new and made a mistake and that they will be reimbursing Nordstrom who needs to reach out to their claims department and that Nordstrom needs to reimburse me. I called back and the financial services agent was rude and advised me I wont be reimbursed and they arent contacting ***** that they dont have a claims policy. they only refund me $20 shipping fee and I I paid $469.70 for the item, plus an extra $20 for shipping, and they couldnt even bother to put a signature required on the delivery. I want to be refunded for the order since I never received it, and I no longer need the item since I had to purchase gift elsewhere for my daughter Birthday. To be told tough luck about the missing package is just a slap in the face. Nordstrom doesnt care about their customers anymore. Ive never once contacted them about a missing package before, and to tell me I cant be refunded and they refuse to contact ***** claims like ***** stated so they can see ***** accepted fault

  Business Response

  Date: 08/08/2022

  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 08/07/2022. Depending on the customer's banking institution, the refund should post within a few business days. If you would like to place a new order, our customer care ********************** would be happy to assist. 
  

• Initial Complaint

  Date:07/28/2022

  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.

  My order number is *********. I ordered two times from this store website. The first time is my mistake to write the wrong address so that the products were returned to the sender, and I got the refund. The Second time I ordered the same things from the stores. And they said is delivered, however, when I got home, there's nothing out of my home. And the package is nowhere. I have no idea what can I do, I contacted the customer services. They helped me to file a claim. However, at the end, they said is delivered, and I can't get the refund. Is this my fault that I did not received the package? WHY I NEED TO PAID FOR THE PRODUCTS THAT I NEVER RECEIVED??????? PLEASE HELP ME TO SOLVE THIS ASAP>

  Business Response

  Date: 08/08/2022

  We are very sorry to hear that our customer did not receive their package and for the disappointment caused during the review of the claim. Our delivery research department did investigate this thoroughly and show that the order was successfully delivered. When looking into this, we found that our customer filed a dispute with their bank. At this time, the bank will work with our financial team directly and the customers bank will follow up with their findings. During these investigations, were not able to process any transactions. Please note that the decision made between Nordstrom and the bank will be the final result of this investigation. For updates, you can contact your bank directly regarding the dispute you filed.

• Initial Complaint

  Date:07/28/2022

  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.

  I placed an order on July 18th, Order # *********. The package was marked as delivered on July 26th. I said it was left at the front door but it wasn't. Since I lived in an apartment complex, I checked the lobby and around the building but I still couldn't find it even after checking with neighbors. I waited until the end of the day in case it was prematurely marked as delivered, but it was still nowhere to be found. I notified Nordstrom of the issue immediately and was told that I had to wait 24 hours before they could look into it. After 24 hours, I reached out to them again and was told that the case would be sent over to the delivery research team and to wait 3 business days to hear a response back. Less than 24 hours later, I received a generic we cant refund you email from Nordstrom. After emailing their delivery research team for more information I got a generic email from their delivery research team. They said the package was marked as delivered, so there was nothing they can do to help. This is the only time I have reached out to Nordstrom about this issue and since they no longer carry the item I ordered in the same color, I just wanted a refund of $248.75

  Business Response

  Date: 08/04/2022

  We are sorry to hear that our customer did not receive their merchandise. We have issued a refund in the amount of $248.75. Our customer should see these funds released by their bank within 3-7 business days. We strongly urge the customer going forward considering an alternate shipping address or in-store pick up for future Nordstrom orders. This can be selected during checkout while ordering online and can also be arranged by calling customer service at ************. If this is not an option, we encourage the customer to use the options offered by our carriers that ensure a safe delivery. We also advise for a police report to be filed. As the merchant, we do not hold responsibility for stolen packages and cannot guarantee a refund or replacement going forward. 
  

  Customer Answer

  Date: 08/12/2022

   
  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:07/28/2022

  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.

  On July 23, I ordered a bunch of stuff for my 3 siblings. And I paid $20 for shipping to have all the items together without any problem. They canceled one of the items,and ship the rest in 2 separate shipments! Yesterday morning I got one package,there's only one pair of shoes that I ordered! The rest of items which was cosmetics are missing. Since yesterday I called Nordstrom customer service they told me don't worry about it and I got an email says they are unable to refund me! Like why? Why I paid $721 and plus $20 for shipments. And I got only one pair of shoes!

  Business Response

  Date: 08/03/2022

  We are very sorry to hear that our customer did not receive their package and for the disappointment caused during the review of the claim. During our investigation it was discovered that all items were received and returned in store and credited back to the **** card on the order. I have educated the customer of our findings and advised that we would be happy to assist should the customer wish to place a new order. We consider this matter closed.