Business Profile

Department Stores

Nordstrom, Inc.

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Complaints

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

Customer Complaints Summary

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

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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:02/03/2025
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.
After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:?Company Name: *******/TD Account #: **************** Balance: $6,030.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.
Business Response
Date: 02/13/2025
******, thank you for contacting us and sharing your concerns. We appreciate the opportunity to address them. Please find attached Nordstrom ************** response to your query. If you have any further concerns or questions regarding their response, we encourage you to contact them directly at **************.
Initial Complaint
Date:02/03/2025
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.
After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: NORDSTM/TD Account #: **************** Balance: $6,712.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.
Business Response
Date: 02/13/2025
**********,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 **************.
Initial Complaint
Date:02/03/2025
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.
I am filing this complaint due to ongoing inaccuracies on my credit report caused by this company's reporting. These errors are negatively impacting my credit score and financial stability, despite my repeated attempts to resolve them directly with the company.Given that these issues remain unresolved and continue to harm my credit, I am reaching out to the Better Business Bureau for assistance in ensuring a prompt and thorough review. I kindly request that this company either correct or remove the inaccurate items from my credit report. Thank you for your attention and assistance in resolving this matter.Details of the account involve are as follows;Account Name: NORDSTM/TD Account #: ****************Date Opened: 06/01/2022 Balance: $1,786.00
Business Response
Date: 02/13/2025
Dear ****** ********,
Attached you will find our response to the complaint. Thank you!
Initial Complaint
Date:02/02/2025
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.
January 22, 2025 Nordstrom representative charged an unauthorized amount of $120.62 to my checking account without my knowledge and approval. The amount is in dispute because I did not receive the merchandise they are charging me for and they are threatening with more charges because the bank filed it as unauthorized, so they sent it back to Nordstrom.
Business Response
Date: 02/12/2025
Dear ***** *****,
We are sorry to hear that your card was used without your permission. Unfortunately, all we can do on our end is mark the transaction as unauthorized. Our best recommendation would be to continue to partner with your bank.

Customer Answer
Date: 02/12/2025

Complaint: 22890198

I am rejecting this response because: there is no resolution of the problem.

Sincerely,

***** *****
Initial Complaint
Date:02/02/2025
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 purchased a pair of sneakers for my sons birthday on ******* for $82.92 including shipping cost. I had not received them and called Nordstrom Rack. Their representative told me they were lost as there was no tracking number and would place a new order for $72.97 as I already paid for shipping. I received one pair of sneakers which I paid $82.92 on 10/06/24, check # ****. My August 27 to September 25, 2024 Nordstrom statement shows a credit of $72.97 and my total balance of $82.92 which I paid. On my September 26 to October 25, 2024 statement, Nordstrom incorrectly charged me $72.97 for The New Balance sneakers I paid for. I notified them in writing within 60 days of the mistake on this statement. I received a letter on 01/15/25from Nordstrom ************* saying, Were writing to let you know Nordstrom Rack provided their response to the $72.92 disputed transaction and declined to accept your claim. I now have a bill from them for $72.92 payable by 02/21/25.
Business Response
Date: 02/12/2025
Dear ***** *******,
We have reviewed the situation in regards to order 499344784 for the charge of the $72.97. Since this claim was not submitted within the required 30 day time frame per our terms and conditions it was ultimately reviewed and denied by our delivery research team. Our credit department partnered with our delivery research team when reviewing the dispute and ultimately came to the same conclusion.

Customer Answer
Date: 02/14/2025

Complaint: 22889383

I am rejecting this response because:

Sincerely,

***** *******
Customer Answer
Date: 02/18/2025
Good Morning ******,
I sent the reason for my rejection of Nordstroms decision however; my photos nor the reason for my rejection did not go through.
The reason I rejected Nordstroms decision is because I certainly notified them within their 30 day time frame. On November 12, 2024, I disputed the $72.97 amount Nordstrom incorrectly charged me on my 12/26/24 to 1/26/25 statement The bill was payable by 02/21/25, therefore I paid it on 02/10/21 worried about my FICO score. On my Nordstrom statement on 08/27 to 09/25/24 they credited me $72.97. On 10/02/24, I paid Nordstrom $82.92, shipping was $9.95, check #****. I only received one pair of sneakers for my son. Nordstrom delivery never provided me with a picture of proof this package was delivered with their third party courier. Again, there is no proof from Nordstrom, a picture, and date they incorrectly charged me for a second pair of the same sneakers I did not receive.
Business Response
Date: 02/24/2025
Dear ***** *******,
The charge you are currently seeing is in reference to order 499344784. This purchase was made on 9/21/2024 and was delivered 9/23/2024. We have attached a photo of the delivery and the claim was not submitted until 10/31/2024.
Customer Answer
Date: 02/25/2025

Complaint: 22889383

I am rejecting this response because:

Nordstrom has only provided proof of one pair of sneakers being delivered to my home. It is illegal for Nordstrom to charge me twice for the same pair of sneakers!! Furthermore, Nordstrom shows no proof of delivery of a second pair of sneakers being delivered to my home. It is clear from Nordstroms proof of delivery, that only one pair of New Balance sneakers was delivered.
Sincerely,
***** *******
Business Response
Date: 03/03/2025
Dear ***** *******,
The results from our investigation are showing that both pairs of shoes were delivered. We do stand by the results of our investigation. Please note that this decision wasn't taken lightly and is supported company-wide as well as by the Executive Team. Thank you for your understanding.

Customer Answer
Date: 03/04/2025

Complaint: 22889383

I am rejecting this response because:
Nordstrom has only provided proof of one pair of sneakers being delivered to my house with the date and picture of their arrival. Nordstrom has not provided proof of a second pair of sneakers being delivered to my house, I.e., a different date and picture. I therefore received one pair of sneakers and Nordstrom illegally charged me for a second pair of sneakers.
Sincerely,

***** *******
Business Response
Date: 03/10/2025
Dear ***** *******,
The results from our investigation indicate that both pair of shoes across the two orders were delivered. At this time we do stand by our initial decision to deny the claim. Please note that this decision wasn't taken lightly and is supported company-wide as well as by the Executive Team. Thank you for your understanding.

Customer Answer
Date: 03/10/2025

Complaint: 22889383

I am rejecting this response because:
Nordstrom has never provided proof of delivery, I.,e., picture and date, of a second pair of sneakers being delivered to my house. Please provide this proof to me.
Sincerely,

***** *******
Business Response
Date: 03/17/2025
Dear ***** *******,
The results from our investigation are showing a successful delivery by the carrier. Visual proof of delivery was only able to be provided for one of the packages, but the results from our investigation are still showing a successful delivery. Please note that this decision wasn't taken lightly and is supported company-wide as well as by the Executive Team. Thank you for your understanding.
Customer Answer
Date: 03/17/2025

Complaint: 22889383

I am rejecting this response because:
Every delivery service shows a picture and date of delivery. If there is not proof, I.,e., picture and date of a second delivery then there wasnt one. If my $79 is not sent to me, I will post my complaint on ******** as well.
Sincerely,

***** *******
Business Response
Date: 03/24/2025
Dear ***** *******,
We have attached the tracking details from both the orders. At this time we do stand by our original decision.
Customer Answer
Date: 03/25/2025

Complaint: 22889383

I am rejecting this response because:
One pair of sneakers was clearly delivered to my doorstep on 9/23/24, as proof of the carriers picture shows. There is no proof of delivery of a second pair of sneakers being delivered two days later on 9/25/24. All carriers are required to snap a photo of a package(s) they deliver. There is not a picture of a second box of the same sneakers being delivered two days after the first pair of sneakers were delivered. Your investigation does not show a successful delivery on 9/25/24, without visual proof. Furthermore, Why would Nordstrom support an investigation without visual proof of delivery to their loyal customer?
Sincerely,

***** *******
Customer Answer
Date: 03/30/2025
I reject Nordstroms response because
there is no proof of the same box of sneakers being delivered to my doorstep two days after the first box of sneakers were delivered! Even though your tracking shows delivered, I need a photo of the box proving delivery! Anyone can show a tracking number and that delivery was made, but the proof is the picture of the merchandise delivered along with the tracking number!!
***** *******
Initial Complaint
Date:02/01/2025
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.
A $100 Nordstrom gift card was given to my girlfriend during Christmas by my aunt. This gift card could not immediately be used online once we arrived at my girlfriends home so we tried to check the balance directly on Nordstroms website here: ***************************************************************************************************************************************** We were thorough in inputting the correct gift card number and access code and did so several times but it kept showing us an error that said Check the Gift Card number and try again. We thought the gift card may have not been activated so on the following Monday, January 27th I called Nordstrom customer service and they confirmed with me there was indeed a $100 balance on the gift card. At this point I believed everything to be ok in regards to the gift card with no reason to believe otherwise.On January 31st my girlfriend tried to use the gift card and was told the gift card was locked and cannot be used without proof of purchase due to the excess number of times it was typed into their tracking system back in December. The primary reasons we input the gift card information into their tracking system several times was because it was not accepting the gift card for an online purchase and because their tracking system was not functioning properly as it would not redirect to the webpage that displays the gift card balance as it does now. Both issues with Nordstrom and not the fault of user error.When contacting ******************** to try and resolve this issue we were told we needed a receipt or email confirmation of the gift card. My aunt who purchased the gift card had neither as she threw away her receipt because gift cards are not returnable and didnt elect for an email receipt. What we did have is a credit card statement that shows the date and amount of the gift card but they deemed that to be insufficient. This is a gift card that has been paid for that we are unable to use with $100 still in the balance.
Business Response
Date: 02/11/2025
Dear ***** ****,
Our records indicate the gift card in question was frozen due to the access code being entered incorrectly on five different occasions. We would be more than happy to look into this further for you, but we would require the proof of purchase information.
Initial Complaint
Date:02/01/2025
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.
Purchased on 12/10/2024 in *** Nordstrom a pair of Boots $675.00 plus tax. I was told if I had any issues, I could return them or price adjustment when I return home in ************. When I return home, I saw Nordstrom had put them on sale for $472.50. I call the Nordstrom but said sorry but no.I don't want to return them because I like them. I just want a price adjustment. Thats $202.50. minus tax. Either with store credit or off my Nordstrom Credit Card. Can you help? Thank You, ******* ******
Business Response
Date: 02/11/2025
Dear ******* ******,
We are sorry to hear about the situation. At the time of researching the request, we are not showing the the item is currently in stock. In order for us to complete a price adjustment the item must be in stock at the exact same color and size. If you are unhappy with the product we would be more than happy to assist with a return.
Initial Complaint
Date:01/31/2025
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.
A gift card was purchased on 10/5/25 Nordstrom for $250. When we tried to use it in store, nordstrom said that there was no money on it. The card was in our possession and the Pin # was scratched at the time of the attempted sale. Nordstrom has confirmed that it was used by someone else and said there was nothing they could do about it when contacted.
Business Response
Date: 02/07/2025
*******,thank you for reaching out and discussing your concern with me. I'm glad to let you know that we are able to replace your gift card for you. Usually, gift cards are processed within one business day, so you can expect to receive it no later than Monday by end of day. If you have any more questions, feel free to reach out to me directly.
Initial Complaint
Date:01/30/2025
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 placed an order and had so many issues I was told to return the items which I did. I was apprised that the refund would go back to my credit card. This never happened I have spent over 6 hours attempting to resolve this. I spoke to ***** of leadership and she told me to contact my credit card company about the issue. I was apprised the interest could not be removed of the charges from the purchase due to Nordstrom credit card policy.
Business Response
Date: 02/04/2025
**********, thank you for getting in touch with us and sharing your concerns. I'm happy to inform you that a refund has been issued and it will appear on your next statement as per your billing cycle. If you have any more questions, please feel free to reach out to our Care team at ************.
Customer Answer
Date: 02/11/2025

Complaint: 22878448

I am rejecting this response because I have attempted numerous times to contact Nordstrom about the issue and it was resolved only to discover that the issue is still ongoing. I would ask that a concession be provided for the I convince that has occurred and all interest accrued for this purchase be removed from my account.

Sincerely,

Brookelynne ********
Business Response
Date: 02/19/2025
Brookelynne,thank you for bringing your concerns to our attention and giving us the opportunity to respond. According to our records, the account balance wasnt paid in full by the statement closing date of December 18, 2024. As a result, a $26.46 interest charge was assessed on the January 17, 2025, statement. Please note that if the previous statement balance isnt paid in full, an interest charge will be applied to the next statement. Please know that, as a courtesy,as a courtesy, weve waived the $26.46 interest charge. This credit will be reflected on your next billing statement.
Customer Answer
Date: 02/19/2025

Complaint: 22878448

I am rejecting this response because:
I have been in contact with Nordstrom for over 2 months about this issue and my time is valuable. Thank you for the additional removal of I test but my time is worth more then just interest
Sincerely,

Brookelynne ********
Initial Complaint
Date:01/29/2025
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.
My name is Reilina ***. I placed an order on *************************************** and paid $1,295.00 via credit card. Unfortunately we are having unsolvable dispute regarding a refund request. Their delivery partner failed to deliver the items to me but Nordstrom insisted they were delivered successfully without providing me a proof. To see how they handle my case and treated a trusting customer,please have a look into my attachment.
Business Response
Date: 02/04/2025
Reilina,thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to respond to your inquiry. Our Delivery & Research team has thoroughly investigated your complaint. After careful review, we have determined that we will not be able to issue a refund for the missing package from your order. We stand by our team's decision in this matter. Our investigation confirms that the package was delivered. If theft is suspected,we recommend filing a police report. For any further questions, please continue the conversation with our financial services team via email thread. You may also contact us at ************. We sincerely apologize for any disappointment this decision may have caused.
Customer Answer
Date: 02/07/2025

Complaint: 22873901

I am rejecting this response because:I never received the package myself even Nordstrom keeps claiming so. If what I paid for was just for a delivery without any guarantee or proper after-sales service, this is a scam!

Sincerely,

Reilina ***

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Nordstrom, Inc. is NOT a BBB Accredited Business.