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:07/22/2022

  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.

  7/7/22 I paid them ****** for a coach wallet and some ****** sneakers and they never arrived at my house. I contacted them and they acted like they couldn't care less.

  Business Response

  Date: 07/29/2022

  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 advise filing a police report. We consider this matter resolved.
  
  

• Initial Complaint

  Date:07/21/2022

  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 4 pair sneakers totaling over $500.00. The delivery company Nordstroms used just left my package in a public mail room of course my package was stolen. I called Nordstrom to let them know and they will no refund or reship my items with a signature delivery. No one called me to notify the package was delivered or rang my ****. When I reached out to Nordstrom they basically told me they couldnt issue a refund because the package was delivered, yes it was delivered but not to me. I want this resolved by issuing a refund or reshooting the items. In the email below the rep pretty much states if a package is marked as delivered no matter where the delivery driver has left it, it is not Nordstrom responsibility..??? I cant believe that, the package is your responsibility until it gets to your consumer hands.

  Business Response

  Date: 07/29/2022

  We are very sorry to hear that our customer did not receive her package and for the disappointment caused during the review of the claim. Our delivery research department did look into this thoroughly, however,the customer opened a dispute with her bank. Once a dispute is opened, we are not able to issue any refunds on the order as this may cause further issues. At this time, the bank will work with our financial team directly and the customer's bank will follow up with the findings. We consider this matter resolved. 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 that was filed. 

• Initial Complaint

  Date:07/21/2022

  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.

  Order number: ********* Order date: 07/09/2022 On The Way Shipped to: Sha Tell **************************************************************************** ************* Shipping Date shipped: 07/09/2022 OnTrac Tracking: C11767502692049 ********************* Vitamin Enriched Face Base Duo Set $132 Value Price: $64.00??5 I bought these things from the nordstrom, but the courier signed for them was not me. I didn't receive this parcel. I searched for ten days and couldn't find it. I contacted the nordstrom to help me handle it. They said that they would not be responsible whether they handled it or not. I'm really angry, I have the proof of not receiving the package! But they don't help me find the courier and I don't handle the refund?

  Business Response

  Date: 08/01/2022

  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 ************.  
  
  

• Initial Complaint

  Date:07/20/2022

  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.

  Hi, I've been trying to contact and be in touch with Nordstrom regarding my return to them. I received shoes in the wrong size so I returned them to the company with the label they provided me through their online store. I sent these back about a month ago, everytime I contacted them about this they told me to wait 14 business days and now on the 15th business day I've talked to three supervisors and two managers who are telling me it's not their problem to keep waiting without any alotted time. I cannot afford to wait years for this, it was a $892 pair of shoes guys. The reps kept telling me not to worry that I would be fully insured just to wait the alotted 14 business days and I would be fully handled and now they are telling me that I am essentially on my own and at a loss for the shoes as well as my money. This is the return tracking number they provided me with, the carrier was ***** # **************************

  Business Response

  Date: 08/01/2022

  We're sorry to hear about this customers experience and appreciate the chance to look into this further. Our delivery and research teams have looked into this inquiry and have determined that a refund cannot be issued at this time as the package hasn't been received at our fulfillment center. Once received, we can review and follow up with the customer. A communication has been sent via email. All inquiries regarding this decision can be directed to that email thread. 

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17597893
  
  I am rejecting this response because: I have been waiting for 2 months now for this to be delivered to you guys. You have insured this package and it has been declared lost by the carrier. You owe me my money back, I shipped everything as stated with the labels YOUR COMPANY provided. This is not my problem, you guys are scamming me, you told me 14 days if it's been lost and now you are saying I am essentially never getting my money back. 
  
  Sincerely,
  
  Dilshan Loving

  Business Response

  Date: 08/10/2022

  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 return in question and maintain our Delivery &Research's decision in denying the refund. Our teams have updated the customer via email. Additional questions can be forwarded to that email thread.Additionally, the customer can call us at ************.  

• Initial Complaint

  Date:07/20/2022

  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 Chanel sunglasses on 6/24/21 and used them 2x. I went to go put them on for my vacation on 7/16/23 and put the glasses on my face the whole side part fell off just broke. I keep my items stored and I have other glasses this haven't happened before. I was so embarrassed by this as I was out of the country and my glasses just fell off my face due to the side breaking off. I went to return them to Nordstroms and they stated that they don't return Chanel. I was highly upset as I paid $546.66 for a 2x wear. I only wanted a credit to purchase a new pair are get the same pair as they match my Chanel bag. I was in line for 45min waiting to return for them to tell me this. I didn't want my money back just a credit are the same pair back. They said no. I don't have the card I brought these on so I didn't mind a credit are a new pair that's it and Chanel glasses should last more then 1 year.

  Business Response

  Date: 08/23/2022

  We're very sorry to hear our customer could not return her item. We would be happy to assist further. We reached out to the customer on 08.23.2022 to gather more info to assist with their BBB complaint. We will continue to help with our customers return. We consider this matter resolved.  

• Initial Complaint

  Date:07/19/2022

  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 ordered two purses from Nordstrom online that were never delivered or received despite delivery company and Nordstrom claiming it had been delivered. I have video from my ring camera showing no activity other than my coming and going on the dates the shipping company and Nordstrom claim the package was delivered. I was home at the time I received the email from Nordstrom stating the package had been delivered and came to the door immediately. There was no package. Further, the shipping company is stating the delivery for one date and the email from Nordstrom states a totally different date. I called and spoke with Nordstrom representatives for a week before being encouraged by a Nordstrom employee to file a police report for the missing items. The first two employees I spoke with stated that I would receive a refund and then I received an email from the delivery research team stating the refund had been denied. I have offered video proof from my Ring camera as well as the police report and any signed affidavit necessary and Nordstrom has refused at every turn. I asked for proof of delivery and was told that GPS coordinates were used to determine delivery yet no other proof was provided and they would not pricier proof without a court order. I have ordered from Nordstrom numerous times over the years and have always received my packages the customer service has always been impeccable. Prior to the store in my area closing, I shopped in person regularly. The company used Lasership for the package and I even reached out to Lasership. They initially sent an email stating they could not confirm control of the package and then sent a follow up saying the package had been delivered. I am thoroughly disappointed and distressed at the thought of being out of over $700 for a package that I desperately wanted but was never received.

  Business Response

  Date: 08/02/2022

  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 ************.  

• Initial Complaint

  Date:07/19/2022

  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 in the form of E-gift cards to my email address ***************************** as soon as possible.

  Business Response

  Date: 08/02/2022

  We're sorry to hear about this customers experience. We do encourage her to contact store # *** at **************. Her order was returned to this location and they'll be able to assist with her refund. 

• Initial Complaint

  Date:07/19/2022

  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 June 20th. Order #*********. The order was divided into three separate packages. I received two packages with the corresponding items inside. But, when I opened the third package, I just found that it was an empty box with just a thank-you letter. There should be a ***** 56mm Square Rectangle Sunglasses inside but there weren't. Because I was very busy in those days, plus I had not encountered this situation before, I did not look into the matter, I had thought it might be in the previous package. But a few days later, after a long and careful search, I couldn't find the glasses and didn't see the receipt for the glasses, and I was sure they just sent me an empty box. Then I reached out to them in the live chat box on their website, and the customer service issued a refund for me. However, after a day, I received an email telling me that my refund request had been denied. They said they have confirmed successful delivery of the package with all items present and refused to issue the refund. I was annoyed and felt unfair. I reply to that email and argued with them, but they didn't reply to me anymore. One day later, I contacted them again in the live chat but was told that the case would be sent over to the delivery research team and to wait to hear a response back. About 3 hours later, I received an email saying they can't make the refund--totally the same email as the former one. Still the same thing, I replied to the email for more detail but they still give no response. They didn't do anything to research my problem. Does the delivery research group make any sense? Do they ever respect their customers? I paid $151.97 for this item and paid the appropriate taxes, and when I had a problem, they just stonewalled me! It may be a small amount for them, but for me, it's my hard-earned money and I can't be treated unfairly like this! Their customer service is of no use because they only serve themselves, not their customers!

  Business Response

  Date: 07/29/2022

  We are sorry to hear our customer did not receive their item.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 advise filing a police report. We consider this matter resolved. 

• Initial Complaint

  Date:07/19/2022

  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.

  Unbelievable, I ordered a pair of joggers and a wallet. Upon opening the package for the wallet, everything had appeared to be tossed around and there was no wallet inside. After contacting Nordstrom numerous times through chat and phone support, I eventually got contacted back saying to escalate to local law enforcement. This is not an issue they may solve, and the company is unwilling to look after regular customers like me. They are clearly putting off this problem and are unwilling to help.Nordstrom Inquiry - Order# *********

  Business Response

  Date: 07/29/2022

  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. We consider this matter closed. 

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service 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.

  The staff are not trained in the store and on the phone, no one knows what is going on, wrong info is provided. It is a disaster, still waiting for a return to be processed of around $73

  Business Response

  Date: 08/22/2022

  We are very sorry to hear that our customer is disappointed in the returns process. It is never our intent to put our customers through any hassle when seeking assistance or a resolution. In researching our customers return we see that our customer has in fact been refunded as of 07.17.2022 in the amount of $73.83 those funds have been placed on the Amex card on the order. We are truly very sorry for the disappointment this has caused. We consider this matter resolved.