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. has 140 locations, listed below.

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  Nordstrom, Inc.

  1700 7th Ave Ste 1000 Seattle, WA 98101-4407

• 

  Nordstrom

  1701 Preston Rd # D1 Plano, TX 75093-5146

• 

  Nordstrom, Inc.

  PO Box 6555 Englewood, CO 80155-6555

• 

  Nordstrom, Inc.

  FRANKLIN MILLS MALL PHILADELPHIA, PA 19104

• 

  Nordstrom Rack

  1520 E Golf Rd Schaumburg, IL 60173

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:07/14/2022

  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.

  I bought a pair of Air Force Ones for $100 on this site on June 23rd. After a few days, it shows that the shipment has no tracking number ,then it says returned with no refund. Then I called customer service, who assured me that I would receive a refund by July 2nd, but i didn't get anything. Then I went to the online customer service, and now the customer service told me that the store processed my refund and asked me to contact the store.Then I went to call the store. I called the store for an hour and a half, and the store found many reasons to *****.The customer service of the store asked the manager for consultation, and then asked me to wait for a long time, but the customer service did not return. I don't know how this site is so bad,they don't respect customers at all.I just want my money back

  Business Response

  Date: 07/28/2022

  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 07/12/2022. An electronic gift card was sent via email. Should assistance be needed to replace the order, our customer care ********************** is available to assist. We apologize for the frustration caused. We consider this matter closed. 

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17567168
  
  I am rejecting this response because: The gift card refunded on July 12 is order *********, and I am talking to you now about order *********, why are you so confused
  
  Sincerely,
  
  **** ***

  Business Response

  Date: 08/17/2022

  We are so sorry for the confusion and regret that our customer has not received a refund for their order. Our customer's local ******************** store has emailed a gift card in the amount of $100.00 as of 08.18.2022 should our customer have further question or concerns please give us a call at ************. We consider this matter resolved

  Customer Answer

  Date: 08/27/2022

  
  ???:
  
  ??????????? ******** ?????,??????????????
  
  ??,
  
  ?????

• Initial Complaint

  Date:07/13/2022

  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 ordered 3 pair of sunglasses for my wife and I through Nordstrom Racks website. The total of that purchase is $534,91; however, I never received any of the items I ordered. Therefore I contacted customer service who said that two of the items where delivered but yet I never received them. The third item is stuck in limbo and I asked if it can be cancelled but nobody seems to have a answer on whats going on with my order. They sent me an email stating that based on their investigation, they cannot provide me with any resolution or refund. To add to all this customer service supervisor ************************* was extremely rude, arrogant and combative.

  Business Response

  Date: 07/22/2022

  We apologize for your experience and appreciate the opportunity to look into this further. During our review, we found that a refund was issued on 7/14/22 for all items in order #********* back onto the **** ending in ****. We're happy to see that this is resolved and apologize again for any frustrations.

  Customer Answer

  Date: 07/22/2022

   
  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,
  
  Amine El Bouakil

• Initial Complaint

  Date:07/13/2022

  Type:Sales and Advertising 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 contacted customer service via email to inquire whether Nordstrom will price match an item they sell to another online retailer. I got a confusing response the first time and responded asking for clarification and gave info on the retailer name and the item. I got a response in two separate emails that they will price match and requested info on how to proceed with the price matched purchase. I was told to call customer service who would process the purchase at that price. I spoke with a male, who requested info and started working on the purchase. He asked to put me on hold, left me on hold for over 20 minutes snd then hung up on me after holding for over 20 min. I called back, explaining what happened and that I wished to make the purchase. The female I spoke with refused to complete the price match. I explained at length that I had emails where THEIR employees confirmed they would price match, she found those communications and saw they had. I complained about the time I wasted on the phone and why did multiple staff state the price would be matched and tell me to call to make the purchase and get the price adjustment? I stated since it was their multiple errors, the price match should be honored. She refused. This is poor customer service and I will not shop a company that does not stand behind the info THEY provide. I suggest they offer better training. It sounds like their customer service is foreign and if they are not able to communicate the policy accurately, that lies with Nordstrom, not the customers.

  Business Response

  Date: 07/22/2022

  We reached out to the customer on 07/22/2022 to gather more info to assist with their BBB complaint. We haven't heard back yet and consider this matter closed for now. We'll assist the customer further if we hear back.

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17562179
  
  I am rejecting this response because:their response is untrue. I responded to Venus ***** via email on July 25 at 8:23am.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/18/2022

  We are sorry for any confusion caused by our previous response to the customer. I have reached out to the customer via phone and email and will continue to assist the customer regarding her concerns should she need assistance. We consider this matter closed. 

  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.
  Venus ***** reached out to me and offered a promotion to make up for the issue I had. I am unhappy with Nordstroms customer service throughout this experience and will just no longer do business with them. This complaint can be considered resolved and closed. Thank you for assisting.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/13/2022

  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.

  March 28 22 I purchased a pair of shoes red bottoms for my daughters prom which was on June 10th . The order number is *********. My daughter wore them for her prom on June 10 and the stones fell off and the bottom peeled completely. I contacted Nordstrom and customer service and supervisors several times and I was approved for the return within a few weeks I get the shoes back and then I contact them again and the supervisor documented the account to be returned due to the issue. July 8 I get an email that they are refunded and then an hour late I get another email saying theyre refusing to return when I contacted them again they said because the shoes are expensive we decided that we do not want to return or exchange them. I had asked him once Supervisor approves it several times why are they going against that and returning it and then hours later charging it again. I provided pictures of the shoes to prove to them that the shoes were worn only on June 10 and I am pretty sure either the 11th or maybe the same day or the 12th I put in for the return so I did not wait long.

  Business Response

  Date: 07/22/2022

  We apologize for your experience and appreciate the opportunity to look into this further. During our review, we found that the shoes were returned to our ********** store and a refund was issued on 7/16/22 back onto the Nordstrom Retail Card. We're happy to see this has been resolved and apologize again for frustrations caused.

• Initial Complaint

  Date:07/12/2022

  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.

  Hello so on 01/11/2022 I placed an order on Nordstrom for two pairs of converse shoes for a gift for my sister's birthday The total was $452 and on 01/13/2022 I got a notification saying that the shoes were delivered but I never received it it never got to me so I decided to wait about three days and I still never received the shoes so I contacted Nordstrom's customer support I explain the situation to them and they told me that they will look into the matter for me and asked if I wanted a refund or replacement I chose refund then all of a sudden I got an email saying they weren't able to process my refund so I contacted back again and they blatantly just refuse to help me in any sort of way even going out the way to accusing me for putting the wrong address and making look like it's my fault they haven't even done any excessive investigation with *** to see if I received my package Just thought out ignoring me and refusing to help me so now I am out of $452 but recently a friend recommended to contact the Better Business Bureau So I'm using this as a last resort to get to some sort of resolution for my issue to see if I can get any some sort of solution because Nordstrom so far has refused to help me in any sort of way with this matter thank you my order number also is *********

  Business Response

  Date: 07/25/2022

  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: 08/01/2022

   
  Complaint: 17556944
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/13/2022

  I am fully rejecting This statement that Nordstrom has provided because they didnt even take any effort to reach out to me regarding this issue they just gave me the same copy and paste response they were always telling me to get a subpoena Nordstrom didnt even do any internal investigation which they stated that they did which is clearly a lie they never investigated with *** regarding my last package they just quickly denied my case and told me to get a subpoena and that doesnt make any sense because I already went to the carrier and explain the situation to them and they told me that it is Nordstroms responsibility to provide a resolution for this issue not *** I even asked Nordstrom for a proof of delivery and they are refusing to provide that for me unless if I get a police report which is completely ridiculous and criminal from this scummy company I explain to them that there is no proof of theft and there is no proof of delivery so filing a subpoena Is clearly irrelevant I am definitely collecting all the proof and I am sending this to my bank and Im going to be filing a charge back against them and I do want my review to be public to warn other people from ordering from the scummy **************** and shop elsewhere so did you not get swindled out of your money

• Initial Complaint

  Date:07/11/2022

  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.

  Purchase clothing item online with next day in store pick up. Alerted via email order was delayed additional 10 days. After going thru customer service I was told to call the store. For a $7 fee they maybe able to redirect the item to another store for quicker pick up. As of 11 July same item is listed as being able to be picked up within 48hr of order. Feel this deceptive advertising for next day pick up and a scam for charging a fee to have the item redirect. Nordstrom failed to deliver as promised with next day pick up. Failed to correct their systems to reflect next day pick up delay and associate exorbitant fees to change delivery.

  Business Response

  Date: 07/21/2022

  We're sorry to hear about this customers experience and appreciate the chance to assist. Our teams will connect directly.