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

  700 Fairmount Ave Towson, MD 21286-1037

• 

  Nordstrom

  7883 N Blackstone Ave Fresno, CA 93720-4307

• 

  Nordstrom

  1600 Stoneridge Mall Rd Pleasanton, CA 94588-3246

• 

  Nordstrom

  1651 Arden Way Sacramento, CA 95815

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: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.

  I ordered a bunch of stuff,9 out of 10 items is missing,Regarding my missing items I got an email that says unable to refund me for the missing items? May I know why? Like my item worth of $741 why I can't get my money back? Why I'm paying for something I never got it? I paid my whole paycheque for that items as a single mom to just make my siblings happy its theirs birthday and graduated from university.And you guys telling me you can't refund me? Such a shame for big company like Nordstrom!

  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.

• Initial Complaint

  Date:07/28/2022

  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.

  This is the second incident of non-delivery from Nordstrom and CDL. **************** for ******************** is rude and condecending. First inicident: On March 25, 2022, I placed an order (order #*********) of several items that were purchased via the website (I have attached the details of said order).None of the order was received even though it showed delivered by 03.26.2022 at 9:29am. I was home and so was another family member. No one rang our outside bell to enter the building and definetly no one came to our door, we have a camera to monitor our deliveries. When the package is tracked, it shows delivered at the lobby. I reached out to Nordstrom customer service to request a refund on the item since I had not received it. I was told to wait a few days, I never got the delivery and so it was marked "returned" by Nordstrom (very interesting).Silly me, placed another order on June 2, 2022 for order# ********* (all the related docs have been attached as well). Order shows delivered June 5, 2022 at 8:20am on the CDL tracking, however, on the Nordstrom online tracking it shows not yet delivered, status is incomplete as of June 7, 2022 and none of the tracking #'s match ( you will see this in the .pdf's attached). Something is strange and it seems that customer service at ******************** has become subpar as has their delivery method. if you look online you will see I am not the only person having issues with CDL's inconsistent delivery methods and the lack of following instructions.This time I received an automated email notifying me that my refund request was declined. I know that its not Nordstroms fault the item was not delivered to me but its also not mine that the item was shipped without requiring a signature. I would like a full refund for the item that was never received. And as I told the "supervisor" I spoke with today, we have had tons of packages left at our apt. door and they have been there when we have gotten back from being out all day.

  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 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. If theft is involved, filing a police report is highly recommended.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.

  
  During our review, we also found that a dispute was filed for this order. The decision made between Nordstrom and the financial institution will be the final result of this investigation. For updates, you can contact your financial institution directly regarding the dispute you filed.
  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.

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17612943
  
  I am rejecting this response because:
  

  I have yet to see proof of delivery.  Last time something was delivered it was left sitting outside the buidling in the street and I never got it.

  Why should I believe that delivery was properly made when it does not show on my camera that a package was delivered at MY DOOR?  I order from various places and when instructions are followed my merchandise arrives, left at my door and I have the proof.  Additionally, delivery companies always take pictures of where packages are left.  CDL is a very deceitful company who lies and never has proof.  I want proof of where the package was left.  A customer service person from ******************** assured me it was left outside and that is that picture that was given to them as proof.  If you can prove otherwise send the evidence, that should not be a problem right?

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

  Business Response

  Date: 08/17/2022

  We revisited this case and the tracking once more. CDL tracking shows successfully delivery to an address in Jamaica, ** which doesn't match the shipping address in Briarwood, **. For this reason, we can conclude that the package was misdelivered and issue a full refund. It has just been processed and will return to the original form of payment in a few business days. We apologize for any inconveniences caused throughout this process.

• Initial Complaint

  Date:07/28/2022

  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.

  Having a no good experience with order # *********. Returned shirt because it came way after the tracking said it was delivered and not in good condition. Returned it with THEIR own shipping label # **************************. ******** says delivered to return facility on July 8. No refund issued up till now. Only response when emailing them is "we have not received the item". Looking at other responses they make to customers on BBB, if a customer didn't receive their item but the tracking number shows as delivered, they take it as gospel and deny refunds to the customer. But if they cannot locate items that have been returned to them as they claim, they will ignore parcel tracking and also not issue a refund. Contradictory and self-serving behavior

  Business Response

  Date: 08/12/2022

  We regret that our customer has not received a refund for their returned item. After partnering with our ****************** we have learned that the items claimed as returned have not been received by Nordstrom. At this time, Nordstrom has made the decision not to issue a refund or replacement as was requested until the items have arrived at our facility. We consider this matter closed.

• Initial Complaint

  Date:07/27/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order ********* on Nordstrom website. The package of this order was returned to sender but I never get the refund. I contacted the customer service many times for help but the problem was not solved. I am very anxious. Please refund to me as soon as possible!

  Business Response

  Date: 08/04/2022

  We are sorry to hear that our customer did not receive their order. After further research, we show the customers items were returned to sender. Customer is aware that they will need to follow-up with the store regarding the return. We consider this matter closed.

• Initial Complaint

  Date:07/26/2022

  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 Sorel Explorer Blitz Stride Wedge Sandal through Nordstrom online in 07/18/2022. In 07/24/2022 i have received an email that my order is delivered to my business at ********************************************************. I drove to my office right a way when i received the notification email from Nordstrom. Nothing is delivered and I called Nordstrom customer service and they said the package is delivered with initial RH. Nordstrom customer service told me to call back on Monday for a refund if none of my neighbors received for me. Businesses are closed on weekend in this area. I called Nordstrom again this morning 07/26/22 to report that my neighbors don't know anything about this delivery. Nordstrom is declined for a refund and replacement. They said I have to take responsibility for the loss. As a customer I trusted ******************** for a great service and I as a customer don't take any responsibilities for the fact that Nordstrom hire a bad delivery service with OnTrac. I hope you could help with this matter. Thank you. *******************

  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 refunded on 07/30/2022 to the original form of payment. If the customer online banks they should see their refund released within 3-7 business days. Should our customer need further assistance our customer care would be happy to assist.We consider this matter closed.
  

• Initial Complaint

  Date:07/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nordstrom is really going downhill. I have always had positive experiences in the past but lately the customer service has been ridiculous. I had a 250 dollar **** gift card that I wanted to put towards a 900 dollar purchase. I was trying to order my items online and was unable to place the order. I contacted customer service and had to tell them about 5 times that I was trying to use a **** gift card. After the 5th time and a hassle of them sending me different forms to fill out, they said I could not use the gift card and my main credit card in the same transaction. They had the bright idea of splitting up the transaction which there was no way to do and still use the card. I asked if I could use it in the store and they said yes. I drove over an hour to Nordstrom and purchased one of the items, and was told I could not use the **** in the store. What kind of store does not take gift cards? I was flustered and just made the purchase, but am going to return it after realizing other retailers sell the item I purchased. I would rather give them my money. I also had a double points day left on my account and asked if this purchase could be applied to that. They could not figure it out and then they finally said if I just clicked it online, it would work in the store. Come to find out, it did not. So I contacted Nordstrom after and they had to apply it. I brought up the issue about the gift card too on Chat since it seems there is nowhere else to file a complaint and asked to cancel the order. They said I would just have to ship it back which I will. But also offered zero remedies, no way to use the gift card etc. Again, not sure how your store won't take a **** card but I am returning my item. If I wanted this type of service I would shop in ******** Thankfully my carseat I purchased is sold elsewhere if this how things are handle with you

  Business Response

  Date: 08/04/2022

  We reached out to the customer to gather more info to assist with their BBB complaint. I have left my email with the customer to reach out to me personally with their concerns. We haven't heard back and consider this matter closed for now. We'll assist the customer further if we hear back

• Initial Complaint

  Date:07/24/2022

  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 order a hat on 07/09/22. I called right after to change address but they did not allow me. I spoke with managers. I was promised they would have it change through post office. I see on tracking it was intercepted but I have yet to receive it. I never received the refunded shipping either. I called today, and agent advised me it was being sent back to company. I as for manager and she told me different story. She got mad at me and begging to give me a lecture. No remorse or anything. I have shopped with company for years. I am very disappointed.

  Business Response

  Date: 08/04/2022

  We appreciate the opportunity to look into this further and apologize for your experience. We see that a full refund has been issued for the order on 8/1/22 and it should post back to the original form of payment in the next few business days. We'll also look into the conversations had with our ************* team and provide coaching as needed. 

• Initial Complaint

  Date:07/24/2022

  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.

  Hi, I placed an order on 7/17 Order no:375948175 for 4 items. The packages Delivered on 07/23 by LSO, however when I opened my package I am missing the ***** Blazer that I paid $295 and only received the rest of my orders. I was really disappointed and I dont know what happened to the Blazer that I ordered.I contacted Nordstrom about the issue and they said that they will transfer it to the Delivery research department. The next day I got a generic email stating that they were unable to process my refund. I cant believe this!! What Nordstrom is doing is not right! I worked really hard for that money and trusted Nordstrom and they didnt even bother to care to their customers! I usually shop in store at Nordstrom but now that I have a 6 months old baby, it is not easy for me to do shopping in store since I have nobody to watch her. I am really dissapointed right now. If you can please help me that would be great and I would really appreciate it.

  Business Response

  Date: 08/01/2022

  We appreciate the opportunity to look into this further and apologize for your experience. During our review, we found that a refund was issued for the ********************* Wool Blend Blazer on 7/26/22. This refund should post 3-5 business days after processing.

  
  We're happy that this is resolved and apologize again for any inconvenience. 
  
  

  
  

• Initial Complaint

  Date:07/23/2022

  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 a pair of boots from Nordstrom totaling almost $480 order *********. They were delivered and I didnt receive it. Called customer service that day to tell them I didnt get it. I was told a refund would be processed. Well the next day I got no notification and called Nordstrom. Later I receive an email that my refund was denied. Saying it was delivered successfully. I also purchased another item from Nordstrom online that I did receive, which was a pair of sunglasses. The delivery was no issue. The particular item I didnt get was to be delivered by ****** Im creating this complaint because my size for a replacement was out of stock, so I have no item or my money. Nordstrom has to give me a refund for the missing boots.

  Business Response

  Date: 08/01/2022

  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. We consider this matter closed. 

• Initial Complaint

  Date:07/22/2022

  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.

  Under 15 USC 1666B this is a billing error always paid as agreed on time this is an error this account is in violation. Please remove it from my credit report.

  Business Response

  Date: 08/01/2022

  We appreciate the opportunity to look into this further. This has been escalated to our Credit Department, they will send a letter by mail with their response in the next **** business days.