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Business Profile

Department Stores

Nordstrom, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Department Stores.

Complaints

This profile includes complaints for Nordstrom, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Nordstrom, Inc. has 140 locations, listed below.

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    Customer Complaints Summary

    • 1,596 total complaints in the last 3 years.
    • 410 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/20/2025

      Type:Delivery Issues
      Status:
      Answered
      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 Details:Order Number: ********* Purchase Date: 02/17/2025 Delivery Date (as per tracking): Feb 18 - 8:03 PM PST Tracking Number: TF10000584006252656 Shipping Address: ******************************************************* Issue Summary:According to the tracking details provided by Nordstrom, my order was marked as delivered on 02/18/25. However, I never received the package at my address. I immediately reached out to Nordstroms customer service to report the issue and requested further clarification, including proof of delivery (such as a signed receipt, GPS confirmation, or a delivery photo).Despite multiple attempts to resolve this issue, Nordstrom has failed to provide any proof of delivery confirming that my package was actually delivered to my residence. Additionally, according to the carrier, the package was delivered to a garagehowever, my residence does not have a garage. Despite these discrepancies, my request for a refund was denied without any explanation. Request for Resolution:Given that no proof of delivery has been provided and I have not received the package, I am requesting one of the following resolutions:A full refund for the missing order.A replacement of the order at no additional cost.If Nordstrom is unable to provide clear evidence that the package was delivered to my address, I believe it is reasonable to honor my claim for a refund or replacement.Please advise on the next steps to resolve this issue promptly. If necessary, I am prepared to escalate this matter further through my payment provider, consumer protection agencies, or legal channels.I appreciate your prompt attention to this matter and look forward to your response.

      Business Response

      Date: 02/28/2025

      Dear ****** ********,

      Our records indicate you recently spoke with our delivery research team and a full refund was issued. Please don't hesitate to reach out with any additional questions or concerns.

    • Initial Complaint

      Date:02/20/2025

      Type:Product Issues
      Status:
      Answered
      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 the ** official website and bought three products, totaling 658 US dollars, but I didn't receive any of them. They were recalled by the official website. After that, I only received a refund of 58 US dollars from the official website. The remaining 600 US dollars was not refunded to me. I contacted the official website many times for feedback. I did not receive the remaining 600 US dollars. Every time the customer service responded, they would help me solve the problem the next day. Then I did not receive any reply from them every time I contacted them. The customer service said before that all the refunds were made. I asked them to resend the refund email, but they did not resend it. Just don't respond to me

      Business Response

      Date: 02/28/2025

      Dear VODXE JYSY,

      While reviewing order 519311907, we were concerned to learn that the order has been marked as fraudulent. A full refund has been issued to a new gift card and is currently frozen due to the order being marked as unauthorized by the original card holder. We will need a picture of the copy of the receipt for the original gift cards used on the order in order to proceed.  


    • Initial Complaint

      Date:02/18/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Customer filed ********************** dispute over Nordstrom order ********* that was unauthorized and that Nordstrom had confirmed was cancelled. Merchandise shipped despite cancellation and dispute. Customer later was able to obtain the merchandise that was sent to wrong address and return order merchandise to merchant. Merchant then refused to refund order after dispute was closed. Customer contacted merchant, who confirmed that they could not directly refund the customer since Capitol One, despite letter to customer, had not closed the dispute, despite confirming orders goods were returned and despite receiving proof of closure of *********** dispute.

      Business Response

      Date: 03/04/2025

      *****,thank you for reaching out to us and sharing your concerns regarding your order, *********. I understand that you are requesting a refund for this order due to the return of the items. Upon reviewing your case, I noticed that three of the seven disputes are still open. During these investigations, we are not able to process any transactions. Please be advised that the final decision will be determined through the investigation between Nordstrom and your bank.For any updates, I recommend contacting your bank directly regarding the dispute you filed. 

    • Initial Complaint

      Date:02/16/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Used item Order #********* Tracking # ************ Hello! I love shopping at Nordstrom, but l'm very disappointed with my recent purchase. I paid full price for this coat (***** *** wool blend coat)only to receive a used dirty with animal hair I returned this coat item January 24 in original box but still not refund money.And today i get mail they cant find item when a package was delivered it does not tell us what the package contained, and we have not been able to return of ***** *** Wool Blend ******** this item on big sale for $148 i paid $ 495 still not refund money

      Business Response

      Date: 03/03/2025

      *******,thank you for reaching out to us and sharing your concerns. We sincerely apologize for the inconvenience regarding the refund for your returned item. We have thoroughly investigated this matter with our Delivery & Research team.After careful review, we regret that we will not be able to process a refund at this time. Unfortunately, we have not received your returned item, and we are unable to proceed with a refund until the item is received and validated. If you have questions or would like to continue the conversation, please contact us here at ************.

    • Initial Complaint

      Date:02/10/2025

      Type:Product Issues
      Status:
      Answered
      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.
      To Whom It May Concern,I am submitting this formal complaint against Nordstrom due to their failure to properly deliver my purchased items and their lack of resolution upon my request for assistance.On January 30, 2025, I placed an order with Nordstrom. According to the tracking information, the package was marked as delivered, yet it was not received at my apartment or in the secure package room provided by my building for deliveries. This misdelivery constitutes a failure by Nordstrom to fulfill their contractual obligation.Upon discovering the issue, I contacted Nordstroms customer service on February 10, 2025, seeking either a redelivery of my items or a full refund. Despite my efforts to resolve this matter directly with the company, Nordstrom has not taken appropriate action to correct the situation.Nordstrom has a duty to ensure the proper delivery of purchased goods or, in cases where delivery fails, to issue a refund to the customer. If ******************** refuses to fulfill this obligation, I will be left with no alternative but to file a chargeback with my credit card company, as consumer protection laws and credit card policies safeguard against non-receipt of goods.I request that the Better Business Bureau review this complaint and take the necessary steps to hold Nordstrom accountable. I am seeking an immediate resolution in the form of either:A redelivery of my purchased items to my correct address; or A full refund for the undelivered items.Please confirm receipt of this complaint and advise on any further actions I may need to take. I appreciate your assistance in resolving this matter.

      Business Response

      Date: 02/20/2025

      Dear ***** *******,

      We are very sorry to hear that you did not receive the contents of your package and for the disappointment caused during the review of your claim. Our delivery research department have communicated with you that we will not be able to move forward with a refund or replacement following the results from our internal investigation. If you have not already done so I would advise filing a police report. Once the investigating officer contacts us with a subpoena, we will be able to release the details of our investigation and any other details we have gathered regarding the delivery.

      Customer Answer

      Date: 02/24/2025

       
      Complaint: 22923390

      I am rejecting this response because:

      I appreciate Nordstroms response, but it fails to address the fundamental issue: my order was not delivered to the proper location, meaning Nordstrom did not fulfill its contractual obligation to deliver my goods as agreed upon at the time of purchase.
      Nordstroms insistence that I file a police report is misguided. A police report would be applicable if theft had occurred on my property. However, the only "theft" that occurred is that Nordstrom failed to complete its delivery obligation. I cannot report stolen goods when the issue is failed delivery, not personal property theft.
      If Nordstrom refuses to issue a refund or redeliver my order, are they suggesting I pursue a civil complaint against them? If so, I would appreciate clarification on whom I should address in my legal filing.
      I once again request that Nordstrom either:
      Refund the full amount of my order, or
      Redeliver the package to the correct location as originally agreed upon in our transaction.
      I look forward to a resolution in line with Nordstroms commitment to customer satisfaction and fair business practices.

      Sincerely,

      ***** *******

    • Initial Complaint

      Date:02/10/2025

      Type:Product Issues
      Status:
      Answered
      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 bottle of ***************** for $70 at Nordstrom on February 9, but Nordstrom closed my order for no reason. I called Nordstrom's credit card department and their financial manager **** said there was a problem with my account information and that my order would be closed if I continued to place orders. I am Chinese and I think this is racial discrimination. They deprived me of the right to buy goods for no reason. They didn't tell me the reason and just made up a reason to slander me, saying that my account information, including my credit, had serious problems. My request is that I want to continue to place orders.

      Business Response

      Date: 02/20/2025

      Dear ******* ***,

      After further review into the reason for this cancellation, we have found the information provided does not align and we are not able to complete the verification necessary for your orders to process. At this time, Nordstrom is not able to fulfill your online orders.

      Customer Answer

      Date: 02/21/2025

       
      Complaint: 22920450

      I am rejecting this response because:Nordstrom racial discrimination

      Sincerely,

      ******* ***

    • Initial Complaint

      Date:02/09/2025

      Type:Delivery Issues
      Status:
      Answered
      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 online order in Nordstrom in 2/5/2025. When I received my package today, the box was opened and only plastic bag in the box, no any merchandise. I first time contacted Nordstrom team and take the photo as a reference. They delivery Research team rejected my case and make a ***** decision not to refund or replace it. They told me that they has completed delivery, but item was missing before I received. They are wasnt to take any responsibility. This is the worst shopping experience I've ever had.

      Business Response

      Date: 02/18/2025

      Dear ***** *****,

      We are very sorry to hear that you did not receive your package and for the disappointment caused during the review of the claim. Our delivery research department have investigated 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:02/06/2025

      Type:Product Issues
      Status:
      Answered
      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 bag on ************************** on Feb 18 last year, order #*********, the amount was $142.33. I don't use it often because women usually have many different styles of bags to use. Once when I used it, I found that the accessories of the bag fell off, so I contacted their customer service and told them the order information and the problem of the bag. At that time, the customer service told me that they usually accept returns within 60 days, but based on this is quality issue, they can accept the return, but I may only get a gift card as a refund. And she also suggested that I take the bag to the store to return it, which is faster and does not need to pay return shipping fee. So a few days ago, I took the bag to a store in ********. But the staff there told me that they only accept returns within 60 days. I said that if I changed my mind or didn't like the product, I would accept the 60-day return policy, but this is a quality issue. If a bag cost more than $100 is purchased for less than a year and the accessories fall off when it is not used often, this is obviously unacceptable. And also, I told them I firstly called customer service, it's the customer service told me to bring the bag to retail store for returning. Their staff said that they can't allow me return because this is their policy, even if they agree with me it is a quality issue. So I can only seek help from BBB

      Business Response

      Date: 02/12/2025

      Xiaolin, we sincerely apologize for the inconvenience caused by the condition of your bag. As per our policy, we kindly requested that you bring the bag to the store for inspection. Unfortunately, after reviewing the findings, we are unable to proceed with a refund or replacement and have decided to uphold the decision made by the Nordstrom Rack store. We understand this may not be the outcome you were anticipating, and we deeply regret any disappointment this may have caused. Thank you for your understanding. 

      Customer Answer

      Date: 02/13/2025

       
      Complaint: 22909832

      I am rejecting this response because: 

      First of all, when I asked Nordstrom rack customer service for this return, she did not request me bring the bag to the store for inspection, but asked me to go directly to the store to return the bag and get refund, and she also gave the reason, that is go to store for return is quick and no cost. This is different from asking me to go to the store for inspection.

      Secondly, the staff of your store also admitted that this was a quality issue. He told me that the reason he can't accept me return the bag was simply because Nordstrom Rack policy only allowed returns within 60 days, and he also told me that Nordstrom could accept returns at any time because the system allowed it, but the Nordstrom rack system did not allow it, so he could not do the return in the system. This is completely different from what this reply is saying now, and I dont think Nordstrom rack has verified the situation.

      I think if I changed my mind and didnt want to buy this bag, I would recognize the 60-day return policy, but now it is a quality issue. Do Nordstrom Rack only guarantee 60 days of use for the products it sell? Nordstrom is a famous company and should be responsible for the quality of the products it sells. So please accept returns for products with quality issue and refund me.

      Sincerely,

      Xiaolin Ren

      Customer Answer

      Date: 02/14/2025

      I have just been notified that you have closed case #********* and it will appear in the companys BBB Business Profile as: Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied. I want to let you know I CAN NOT accept this comment because it is not true.The merchant did not solve the problem, but just gave an excuse, and this excuse was not consistent with the facts. 

       

      When I asked Nordstrom rack customer service for this return, she did not request me bring the bag to the store for inspection, but asked me to go directly to the store to return the bag and get a refund, and she also gave the reason, that is go to store for return is quick and no cost. This is different from asking me to go to the store for inspection. And also, the staff in their store admitted that this was a quality issue. He told me that the reason he can't accept me return the bag was simply because Nordstrom Rack policy only allowed returns within 60 days, and he also told me that Nordstrom could accept returns at any time because the system allowed it, but the Nordstrom rack system did not allow it, so he could not do the return in the system. This is completely different from what this reply is saying now, and I dont think Nordstrom rack has verified the situation. Can a merchant's lying be judged as a response by the BBB? Doesn't there have to be any actual behavior? 

      I understand that BBB does not have any substantial binding force on the business, but even if there is no binding force, the real behavior of the business should be published on the BBB website, so as to make more consumers not cheated, I think this is the meaning of the existence of BBB. 

      So could you please review this case again, at least I think the comment displayed on the BBB board should be modified. Thank you 

       

      Your sincerely

       

      Xiaolin Ren

      Business Response

      Date: 02/21/2025

      Xiaolin, we sincerely apologize for the inconvenience regarding your refund request for the bag. While we did advise you to bring the bag to the store for consideration, it was necessary for the store to inspect the item to determine the possibility of issuing a refund. Unfortunately, after their review, they were unable to approve the refund. Therefore, we must uphold the decision made by the Nordstrom Rack store. We understand this is not the outcome you anticipated, and we deeply regret any disappointment this may have caused.

      Customer Answer

      Date: 02/21/2025

       
      Complaint: 22909832

      I am rejecting this response because:

      Let me clarify AGAIN:

      When I called your customer service, I told her clearly that the bag was broken, and the ring which the chain through the bag fallen down. Your customer service told me to return it to the retail store, not for consideration or inspection, but for return.

      Your retail store staff also explained to me clearly that it was not that he did not want to accept return and refund me, he thought it was a quality issue, but because it was more than 60 days, your system could not process a refund. So this is why I came to BBB for help, I need someone with higher authority at Nordstrom Rack to solve this problem.

      It's not that I don't like this bag, it's that this bag is broken due to quality issue. So I don't think there should be a 60-day return period. I can accept Nordstrom gift card. Please return and refund me. Thank you

      Sincerely,

      ******* ***

    • Initial Complaint

      Date:02/06/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 has a rewards program that only provides the customer a list of "notes" earned. Notes are dollar credits earned from points accumulated on purchases. I check my balance from time to time and believe that I had a higher number rewards balance in the past few days than when I checked the balance today, and have not used any notes recently. My recollection is that the balance was something of at least $130 higher. Unfortunately Nordstrom does not have transparency in providing customers these data on their website or app, when the customer logs in, so I cannot look at the history back to January 1 and see if something happened that reduced my points, or if my recollection is incorrect. I called **************** and asked for a report of this basic information including beginning balance of points, notes earned from the points, notes used, notes expired, with dates, just as any organization with such a program, who is transparent, would make available to customers. After a 1 hour and 11 minute call, they state they cannot provide such basic information. Nordstrom customer service states that the notes balance is correct, yet acknowledges they have no detailed transaction report, and refuses to provide me a system report with the aformentioned detail, which would afford me to independently verify if something happened to the notes balance or if points manually applied (on occasion a store has done that to compensate for an error) were actually applied to my rewards balance that generates the notes. This lack of transparency is concerning and allows for a system glitch that the customer cannot trace. Because **************** said they could not connect me with anyone that would provide the requested data, I am writing this compliant in an attempt to reach someone higher in the organization who can provide me a report with this basic information, and can initiate incorporating it on Nordstrom's website and app.

      Business Response

      Date: 02/17/2025

      *******,thank you for contacting us and sharing your concerns. We appreciate the opportunity to address them. Please find attached Nordstrom Card Services'response to your query. If you have any further concerns or questions regarding their response, we encourage you to contact them directly at **************.

      Customer Answer

      Date: 02/18/2025

       
      Complaint: 22909088

      I am rejecting this response because:
      Per my complaint I obviously already spoke with Credit ********************* and they were not equipped to provide a transparent transaction history report of points/notes earned and used. Why would Nordstrom simply bounce me back to the same people who were incapable of providing the requested report? 

      Sincerely,

      ******* ******

    • Initial Complaint

      Date:02/06/2025

      Type:Delivery Issues
      Status:
      Answered
      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 to be delivered by Christmas it was delivered on Dec 24 24 I was at work when the package was delivered, and someone stole the package I tried to report it to ******** customer service, but they said I had to wait three days before I can when I did I was told there was nothing, they can do about it not only did they mess up my kids Christmas they are refusing to refund or reshipped the item they are also report false information the three credits bureaus and keep sending me threating letters in the mail and making my credit score go down causing me not to get approved for loans I will be getting a lawyer involved if they do not fix this issue I refuse to pay for something that I did not get . the order number is question is ********* the only order I received was order number ********* with an order date of 12/19/24

      Business Response

      Date: 02/14/2025

      Dear ***** *****,

      Thank you for bringing this to our attention. Our team is currently researching the situation and we should have an update early next week.

       


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