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

  10300 Little Patuxent Pkwy #ns Columbia, MD 21044-3341

• 

  Nordstrom, Inc.

  PO Box 6555 Englewood, CO 80155-6555

• 

  Nordstrom, Inc.

  FRANKLIN MILLS MALL PHILADELPHIA, PA 19104

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: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.

  Date of transaction: 01/19/2025(Order number: ********* )Order total: $930.60 Payment method :Master Card Nature of dispute: the seller claimed the package was delivered but actually their delivery agent tossed the package at an unknown ***************** involed: Nordstrom

  Business Response

  Date: 02/07/2025

  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: 02/18/2025

  Dear ******,

   

  Hope this email finds you well.

   

  Nordstrom and its carrier should ensure the package is delivered successfully. If the package was really lost or stolen during transit, it's their accountability to locate the package not the police.

   

  And for your informtion, I had reported the missing package to the police but I haven't heard anything from them. Over the phone call, a police officer said police department does not have the resources or capacity to investigate individual package thefts or losses, and she even discouraged filing reports for such incidents unless its part of a larger pattern. Nordstrom's suggestion to involve the police is factually unusual and frustrating because it's unrealistic to expect local enforcement under high volume of cases to prioritize a missing package for personal use.

   

  Inconclusion, Nordstrom is avoiding responsibility all the time. 

   

  Sincerely,

  ****** ***

  Business Response

  Date: 02/26/2025

  Dear ****** ***,

  We are sorry to hear that was your experience connecting with your local police department. While we are unable to speak on their policies, At this time based on the results of the investigation weve determined that were unable to honor the refund that has been requested. I understand that this is a frustrating situation and wish we were able to give you the answer you are looking to hear.

  
  

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22873482
  
  I am rejecting this response because: I have done all I should do but the seller even refused to reship the items the carrier lost! It's unfair.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:01/29/2025

  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.

  Hello,I am reaching out to bring attention to potential false advertising and deceptive sales practices by Nordstrom, which may warrant legal action.Nordstrom has been consistently promoting limited time deals on its website, offering what appear to be exclusive discounts on various items. However, many of these products are of poor quality, featuring:- Incorrect sizing - Crooked or defective tags - Subpar materials and craftsmanship Furthermore, the limited time deal is misleading. Many deal items like higher-end brands like ******************************** are only marked down by about 25%, leaving customers still paying excessive prices (nearly $96 for a polo shirt even after the discount). Additionally, these items frequently appear as limited time deals, making it clear that this is a marketing strategy rather than a genuine short-term promotion.This pricing and sales strategy misleads consumers into thinking they are receiving an exclusive, time-sensitive deal when, in reality, the discounts are minimal, and the products are of poor quality. Such practices may violate consumer protection laws related to deceptive advertising and unfair

  Business Response

  Date: 02/07/2025

  Dear ****** ******,

  Thank you for your feedback. We take your feedback seriously and have forwarded it to the appropriate department who will research the situations you describe.
  

• Initial Complaint

  Date:01/28/2025

  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.

  Dear Nordstrom Rack Executive Team, I hope this email finds you well. I wanted to bring to your attention an issue regarding my recent return of defective sunglasses from Order #*********. After purchasing the sunglasses for approximately $70, I discovered defects and promptly returned them to my local Nordstrom Rack store. However, I only received a refund of $60, leaving a $10 discrepancy. I kindly request clarification on this difference and assistance in resolving the remaining balance. Could you please review this matter and advise on next steps? Ive attached relevant receipts and return documentation for your reference.

  Business Response

  Date: 02/03/2025

  Xiaole, thank you for contacting us and bringing your concerns to our attention. We sincerely apologize for the less than perfect condition in which you received your item, as well as for the issue regarding the refund of the shipping charges. As previously mentioned,the remainder of the refund was processed on 01.28.25. If you require any further assistance, please feel free to reach out to us at ************.
  

• Initial Complaint

  Date:01/27/2025

  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 made a purchase on December7, 2024 at my local Nordstrom rack store (****************) (receipt attached). Please find photos of the receipt showing payment and photos of the unopened unused item.I tried to return or exchange the unopened unused item on December 31, 2024 with the receipt in hand and was not able to. Per the return policy stated on the back of the receipt (photo attached), it was well within the 30 day return policy.I tried to speak with the store manager, however she was not helpful and suggested I reach out to customer service, which I did in writing, but have not been get an explanation or resolution. I would like to know why I was not able to make this return/exchange as I was following Nordstroms return policy per the written policy on the back of the receipt. Thank you.

  Business Response

  Date: 02/06/2025

  Dear **** ********,

  Returns are handled on a case-by-case basis and are at the discretion of the store manager and/or returns team. Unfortunately, not all items are eligible for return. Per the Nordstrom Rack return policy, beauty items (such as make up, lotions, perfumes, colognes, etc) are considered final sale, unless otherwise specified, and so are not eligible for return. With what I am able to see online on **************************, this men's spray is indeed marked as final sale.

  
  

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22862931
  
  I am rejecting this response because: As the back of the Nordstrom receipt it clearly states that returns or exchanges can be made within 30 days.  No where is the final sale language posted on the receipt.  If a customer is to refer to their website for return policies, it should further state that on the back of the receipt, which is obviously does not.   That is deceptive customer practices on the part of ********************.  They are deceiving their customers.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/27/2025

  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.

  I purchased items from ************************** and returned items to one of NORDSTROM's illinois brick and mortar stors. NORDSTROM online return policy says they will return items back to the original form of payment. The items that were originally paid with the NORDSTROM credit card and returned were not refunded back to the card. I contacted ******* banking partner for the nordstrom credit card who informed I needed to contact NORDSTROM. I contacted NORDSTROM and NORDSTROM card service who said that they refund to a 3rd party credit and have refused to honor their own stated refund policy. I want my NORDSTROM credit card to refunded for the items returned to the merchant store and my credit report updated with the different credit reporting agencies

  Business Response

  Date: 02/06/2025

  Dear **** ******,

  Thank you for bringing this to our attention. Our team is currently researching this and we should have an update soon.

  
  

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22862189
  
  I am rejecting this response because:
  I repeatedly complained about this issue more than a month ago. Merchant response doesn't really change anything.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/17/2025

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

  Attached you will find our response to the complaint. Thank you!

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22862189
  
  I am rejecting this response because: Nordstrom did not state how they would address the underlying cause of issue. Nordstrom did not discuss how its refund policy listed on its website doesn't reflect actual return experience and would be looked at. Nordstrom doesn't state how items would be debited from 3rd party to be refunded to original payment when items are no longer in my possession.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/26/2025

  Dear **** ******,

  While refunds are typically issued to the original form of payment. We handle returns on a case-by-case basis with the ultimate goal of making our customers happy. Please know that, while were unable to process transfers between financial institutions, we want to help make this right. If youd like to have the refunds debited from your third-party and credited to your Nordstrom card account instead, we invite you to return to the Nordstrom Oakbrook store and work with the manager, *** *****, to reprocess the return.

  
  

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22862189
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 03/04/2025

  Nordstrom  violated  their return policy listed  in black and white on their website.

   

  The only response I would consider accepting from merchant is as follows:

   

  • acknowledgement of their wrong doing and apology for the trouble they ******************
  • a revised return policy to alert fellow ***************************

• Initial Complaint

  Date:01/25/2025

  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.

  Regarding Order #********* I received notice that the delivery was made at my moms house at ***************. ******* Il *****. Unfortunately- my mom never received the item that was valued over $400. I filed a claim with Nordstrom and they sent me a picture of a female with an explanation that the package was behind this individual. There was no image of the box and based on the picture - if the box was delivered it wouldve been dropped off outside the main door not on the mail room exposed to the public. This was their proof of delivery and for this reason - they refused my request either to replace the item or refund the amount so I can purchase in the store. Their only suggestion was to use alternate addresses to send my deliveries- same recommendation given to other customers that have filed a similar complaint and refusal to reimburse. I support my 89 year old mom and most of my purchases are done on-line and Ive never had a problem with a missing item. I am truly disappointed in Nordstrom of their extremely poor customer service. I have reviewed similar complaints filed against them always advising the purchaser to use alternate addresses. This type of customer service is unacceptable from a high scale company. My family and I have been loyal customers of this store but we will never shop there again - and we will notify all our circle of friends and family. Please help me either replace the item or get a refund. This gift was for my moms 89th birthday so I would like to resolve this ASAP. If not resolved - I will pursue it legally. PLEASE HELP.

  Business Response

  Date: 02/04/2025

  Dear **** *************,
  

  Thank you for bringing this to our attention. After reviewing the results of the investigation, we have issued a full refund for the missing package. Please don't hesitate to reach out with any additional questions or concerns. 

  
  

• Initial Complaint

  Date:01/24/2025

  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.

  I want to share thathave purchased from Nordstrom in the past and every time all my items are received in a single delivery. On January 19th I did an order of four items for the amount of ****** and the estimated delivery date was for January 23rd. On January 23rd my card declined so I checked my app to find 4 different transactions non of the amount I had authorized.I called and they explained that for some bizarre reason they had decided to ship the items individually so they were charging them as they came, during that same phone call they proceed to tell that the first item had already been received on the 21st. I let them know that I didnt have it in my possession and if they can change the rest of the orders to in store pick up to avoid this happening again while they investigate the first items that is missing.Customer service let me know that it wasnt possible but to not worry. On my way home (minutes away) I got an email saying that my order had been completed and delivered. Surprise when I get home there is nothing there. *** called and emailed their customer service. The only response given is that on their end it is marked as delivered and that they are very sorry but a refund wont be issued. Were talking about almost 500 dollars just disappear into thin air. This is RIDICULOUS how am i responsible to pay products I do not have???? The way they do business is beyond me, its theft! In this economy who has the ability to throw 500 dollars away! I am in awe!!! Thieves! I want my money back

  Business Response

  Date: 02/03/2025

  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.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22854111
  
  I am rejecting this response because:
  Just for the fact that your delivery company marks it as delivered doesnt mean it was delivered on the correct address. Secondly, after the first package was delivered (I was home all day on said delivery date)  was missing, I procedeed to request a store delivery to make sure I actually got the items purchased and you said you couldnt do that ALTHOUGH the first one was already lost. So then i asked to cancel the rest so i can reorder as store pickup and that was denied once again.

  I did everything on my part to try to fix the issue, you on the contrary refused to help on the matter.

  So no I dont agree with your response/solution.
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/17/2025

  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. Ultimately, at this time we do stand by the results of the investigation.

  
  

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22854111
  
  I am rejecting this response because its a copay paste response from the very beginning with no intention of addressing or fixing the issue.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/22/2025

  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.

  January 20 2025 - Today at approximately at 11am, I visited the Nordstrom Rack in **********, ** and made a purchase. During the transaction, I had pointed out to your cashier that two prices were on the same pair of shoes. And I wish to have the lower price honored. The cashier summoned a manager (Faith) who declined my purchase request. The cashier carefully removed the incorrect tag from the shoe. I felt like I was in a position to buy a pair of shoes at a lower price. It was clear the store put the lower price tag on the shoe, as it was difficult to remove.I still have that wish.-----> Nordstrom Rack emailed response on January 20, 2025 - " I'm truly sorry to hear about your experience at our Nordstrom Rack in **********, **. We strive to provide exceptional service and it seems we missed the **** during your visit when you tried to purchase a pair of shoes with the different price points. We genuinely appreciate your feedback and are truly sorry to hear about the disappointment our store manager caused.With this in mind, we'll be looking into this matter to ensure improvements are made. Thank you again for bringing this to our attention, and we hope to have the opportunity to serve you better in the future."

  Business Response

  Date: 02/04/2025

  ************* thank you for bringing your concerns to our attention and allowing us the opportunity to address them. We sincerely regret the unsatisfactory experience you encountered while shopping in our store. I have personally contacted the store manager on your behalf, and she has confirmed that the discount for your sneakers will be honored when you make your online purchase.Please accept our deepest apologies for any inconvenience or disappointment this may have caused.

  Customer Answer

  Date: 02/07/2025

   
  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,
  
  Mrs ********

• Initial Complaint

  Date:01/21/2025

  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 received a defective ***** bag from Nordstrom, and then they refused to accept the return. When I received my purse back, my ***** garment bag was missing. Someone removed it and then just returned my purse. Then I was told that I had to return it to the store. I drove to the nearest ******** location (2 hours away) and they said they could not accept the return because they no longer carry *****, and to try to return it again. I returned it a second time, and then they claimed they rejected the return again. I have not received my purse yet, and this was several months ago. I called to let them know and I have been getting the run around ever since. I filed complaints, I even tried to contact the Nordstrom credit card company where the original purchase was made. They said they could not refund me. So I do not have the purse, and I have not been refunded. Not to mention I am paying for the interest on the purchase--so I have probably paid for the purse 3x at this point.

  Business Response

  Date: 01/24/2025

  *******, thank you for reaching out and sharing your concerns with us. I sincerely apologize for the inconvenience youve experienced regarding your refund. Unfortunately,we have not yet received your returned item, which means we cannot proceed with the refund process until we receive and validate the item. I understand how frustrating this must be for you. If you have any further questions or concerns, please dont hesitate to call us at ************.
  

  Customer Answer

  Date: 02/04/2025

  Yes, I would like you to re-open it, thank you.  I did see that, and it is unfortunate like I said they did receive my return (in the Fall when I sent it), but they discarded my purse.  I did include my original receipt, my card info for it to be credited back on and everything I needed to.  They kept telling me your return doesnt qualify for a refund or credit.  I have never heard of this, and especially just throwing away someones merchandise.  It is upsetting because my bag came smashed (damaged) and they keep saying that I damaged it.  I did try all I could to reform the shape but it didnt happen, which was why I tried to return it.  I also noticed that the tag was frayed, so I think it is just a defective product.  I didnt think any business could even do that, let alone a $1,200 ***** bag.  They also stole my garment bag, which was still in its original shape and never used.  I am just devastated.  I dont know how they can even get away with this.  Then on top of that are lying.  To me this is stealing.  I have been so upset regarding this and have been trying to take care this for such a long time.  Thank you so much for your time with this.
  
  
  ******* *****, MSCP
  

  
  

  Business Response

  Date: 02/25/2025

  *******, thank you for reaching out to us once again and sharing your concerns. I sincerely apologize for the inconvenience regarding the refund for your handbag. Although we have been unable to locate your return, we have proceeded with issuing a refund. Due to the age of the return, the refund will be applied to a gift card, which will be issued by the end of the next business day. If you have any questions regarding the gift card, please give us a call here at ************.
  

  Customer Answer

  Date: 03/01/2025

   
  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,
  
  ******* *****

• Initial Complaint

  Date:01/21/2025

  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.

  On December 9, 2024 I was sent my paperless Nordstroms bill via email and I logged into my account and clicked on the minimum payment due ($40.00) and paid the bill. This bill was due on January 4th 2025. On January 9, once again I was sent my bill via email and I logged into my account to pay it, however it was showing that I had a past due balance on my account. For whatever reason their system took my January payment that I made in December and put it toward my November/December billing cycle. When I logged into my account on December 9th there was a 40 dollar minimum payment due. My account was current as I paid my December payment in November, so if my billing cycle wasn't over there would have been no payment due. I have tried to explain this ad nauseum to Nordstrom's ************* and they still have placed the burden on me to fix the mistake. I did not log into my account to pay an imaginary bill. They need to move my payment to the correct billing cycle.

  Business Response

  Date: 01/29/2025

  *****, 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 **************.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22837302
  
  I am rejecting this response because:
  They have placed the burden of a system error made on their end on my shoulders. I had already paid my December bill, which means there would have been no payment due if it was still in the same billing cycle. There was a 40 dollar minimum payment due. I did not frivolously log into my account and make a random payment. 
  Sincerely,
  
  ***** ****