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Business Profile

Department Stores

Nordstrom, Inc.

This business is NOT BBB Accredited.

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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

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    Customer Complaints Summary

    • 1,594 total complaints in the last 3 years.
    • 408 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:01/14/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 three items online on 1/7/2025. Order No. Order #********* . The carrier stole my items they were never delivered. Nordstrom is aware that the items were never delivered. I have called Nordstrom multiple times. They continue to lie and waste my time. Their standard line is that this issue has been "escalated" and I should expect a call and resolution at the end of the day. It has been 7 days I have gotten nothing but lies and excuses. Nordstrom has every intention of taking my money and not delivering my items. This is fraud and theft!!!

      Business Response

      Date: 01/23/2025

      Dear ***** ***,

      Thank you for bringing this to our attention. Our records indicate a full refund was issued for the missing items as of 1/14/2024


      Customer Answer

      Date: 01/23/2025

       
      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:01/14/2025

      Type:Product Issues
      Status:
      Resolved
      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 26 November 2024, I returned an item purchased from Nordstrom to their fulfillment center via *****. The package was shipped with tracking number ************ and confirmed as delivered to Nordstroms facility on 29 November 2024. Despite providing proof of delivery to Nordstroms customer service team, I have been informed that Nordstrom has not received the returned item and has refused to issue a refund or replacement as requested.The customer service response stated, ******************** has made the decision not to issue a refund or replacement as was requested until the items have arrived at our facility. However, I have provided clear documentation that the item was delivered, and I believe the issue stems from an internal processing error on Nordstroms part.This situation has caused frustration and inconvenience, as I am without either the item or the refund for the purchase. Despite my efforts to resolve the matter directly with Nordstrom, the company has not proposed a resolution or taken accountability for the lost return.Desired Outcome:I am requesting that Nordstrom thoroughly investigate the status of the returned package and issue a full refund of $702.00 as soon as possible. Additionally, I request that Nordstrom review its return handling processes to prevent similar issues in the future.Supporting Documents:I have attached:1.Proof of shipment (receipt)********** confirmation with tracking information 3.Any correspondence with Nordstrom customer service regarding the matter I hope for a timely resolution to this complaint. Thank you for your assistance.

      Business Response

      Date: 01/23/2025

      Dear ******* ******,

      We are sorry to hear about the situation. The item in question was purchased in 2017 and the return was unable to be validated by our fulfilment center. Due to the age of the merchandise this item more than likely would of been unable to meet our return criteria. Items that do not meet the return criteria are unable to be returned.

      Customer Answer

      Date: 01/23/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. I do not accept the response but I did receive my item. Therefore, I find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:01/13/2025

      Type:Sales and Advertising 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 returned a North Face Jacket I had ordered for my daughter. I received a used jacket that was not the right color. I returned the jacket. ******** has confirmed that they received the package but the ************** did not make any notes. There are no notes of the jacket being in or not in the box or any issues. This jacket was $170. Because I have already had Nordstrom reimburse me in the past for expedited shipping (when the items come late) etc. They are refusing to refund me. I have talked to multiple representatives and they all have told me the item got delivered back to them but there are no notes. I want my refund.

      Business Response

      Date: 01/22/2025

      *****,thank you for contacting us and for sharing your concerns. I sincerely apologize for the inconvenience caused by the delay in processing your refund for the returned items. Unfortunately, we have yet to receive the items and are unable to proceed with the refund until we have received and validated the return. I understand this may not be the resolution you were expecting. If you have any further inquiries regarding this matter, please don't hesitate to contact us at ************.

    • Initial Complaint

      Date:01/11/2025

      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.
      Package was not delivered to address. Packsge was stolen. Merchant refuses to refund. Package was left in unauthorized and unattended location. Package was not delivered to address. What type of company is nordstrom if they cant help with a $190 order? I attached the order number. I also have a ring camera which shows no history of motion detected or a person at my door at the time of the supposed delivery.

      Business Response

      Date: 01/21/2025

      Dear Fahimm Khan,

      Thank you for bringing this to our attention. Our records indicate after the denial the merchandise was brought in to a local Nordstrom store and a full refund was issued to the original method of payment.


    • Initial Complaint

      Date:01/11/2025

      Type:Service or Repair 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 am writing to file a complaint regarding an unresolved issue with Nordstrom Rack involving an online transaction made on November 27, 2024, totaling $184.12. The order (#*********) was reportedly shipped on December 3, 2024, according to Nordstrom Racks shipping information. However, I did not received the package. Despite my attempts to resolve this issue, Nordstrom Rack refuses to take responsibility, insisting that the package was delivered. I have verified through the warehouses camera footage that no such delivery occurred. Despite providing this information, Nordstrom Rack still refuses to refund my money or provide a replacement for the order. I am requesting the Better Business Bureau's assistance in resolving this matter. I would like a full refund of $184.12 for the undelivered package or a replacement order to be shipped promptly. Thank you for your time and support.

      Business Response

      Date: 01/21/2025

      Dear Li-en *****,

      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:01/10/2025

      Type:Product Issues
      Status:
      Resolved
      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 an item that was not in the bag. The bag was open when I received with the formal gown hanging out of it with dirt all over it. I returned everything I received. They refunded me everything except the item that I never received. I can not return an item I don't have. They either need to give me the item or my money back.

      Business Response

      Date: 01/22/2025

      ******, we are sorry to hear that you have not received an item from your order. We have issued a refund to your **** ending in 5337 for $21.69. If you have any more questions or concerns, please feel free to give us a call at ************. Thank you!

      Customer Answer

      Date: 01/22/2025

       
      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:01/10/2025

      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 made a purchase online and I got an empty package. I contacted customer service but they refuse to either provide the product nor refund.

      Business Response

      Date: 01/22/2025

      ****, we are sorry to hear that you did not receive your item. Our delivery research department looked into it thoroughly and found that the order was successfully delivered. We understand your disappointment, but based on our findings, we won't be able to offer a refund for the missing item. We recommend filing a police report and consider shipping future orders to a Nordstrom store or a different address for added security. If you have any questions, feel free to give us a call at ************.

      Customer Answer

      Date: 01/22/2025

       
      Complaint: 22795406

      I am rejecting this response because:

       

      even though a package was delivered there was no content in the shipping box except  another empty box and packing materials. 

      I have a reception for in the building I live and whatever happened was not at my place. It was either in transit or at your dispatching location. 



      Sincerely,

      **** *****

    • Initial Complaint

      Date:01/09/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 recently ordered two items from Nordstrom on December 20, 2024. They sent me an email indicating that delivery would be handled by ******. When I attempted to sign up for text alerts, I was unable to do so, which prevented me from tracking the delivery of my items. According to the merchant, my items were marked as delivered, but I did not receive either package. I called Nordstrom to explain the situation, but they simply reiterated that the items had been delivered and could not assist me further. I paid for products that I never received, so I expect either a refund or for the items to be sent to me again.I have attached a screenshot that shows the option to sign up for text alerts. When I spoke with a Nordstrom financial advisor, they mentioned that I should have contacted Nordstrom sooner. I didn't expect my packages to go missing, so I only called once I realized they hadn't arrived. It seems unreasonable to expect me to plan for such an issue.

      Business Response

      Date: 01/14/2025

      ****, thank you for getting in touch with us about your concerns. Just a quick update - I was able to process a refund for the missing package as a gesture of goodwill, as we discussed during our call in December. You also agreed to ship future packages to an alternate address or a Nordstrom store for added safety. The refund was issued on 12.29.24. Feel free to contact me directly if you have any more questions or concerns about your refund. Have a great day!

      Customer Answer

      Date: 01/14/2025

       
      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:01/07/2025

      Type:Billing 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 applied for a Nordstrom credit account. They told me my credit file was locked. I provided them a screen print showing it was not locked. They have never made a final decision and denied me credit, nor have they issued me a card. No one can tell me how to resolve the issue. I am unable to upload the image of the file not being locked but can email it to you if needed.

      Business Response

      Date: 01/28/2025

      ******, 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: 02/02/2025

       
      Complaint: 22779838

      I am rejecting this response because: I provided Nordstrom with proof and I confirmed that with Experian who says it is an error on the part of Nordstrom.  

      Sincerely,

      ****** *****

      Business Response

      Date: 02/13/2025

      ******, thank you for reaching out to us and allowing us the opportunity to address your concerns. The reason for the decline was due to a freeze on your account. We advise that you contact the credit bureaus to remove the freeze and encourage you to reapply.

    • Initial Complaint

      Date:01/07/2025

      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.
      Hi, I need a corporate executive to immediately contact me via my personal email or phone regarding an undelivered package that Nordstrom refuses to refund me for. Failure to do so will result in me pursuing this via NYCs small claims court for the full amount of the bag, in addition to any loss wages I incur for having to take a day off to file, etc.Please see the attached pictures.The driver never delivered the package as proven by the picture he linked to my tracking. That is neither my door nor my package. I ordered from Nordstrom not Zara.I spoke with TWO Nordstrom customer service **** who guaranteed me a refund; an email was even sent confirming. However, Nordstroms delivery team then backtracked and denied the refund without adequate explanation.THE PACKAGE WAS NEVER DELIVERED!!! HAS ANYONE EVEN BOTHERED TO ACTUALLY CHECK THE ***** OF DELIVERY CDL UPLOADED?!That is NOT my apartment door nor my Nordstrom package.I was home the ENTIRE day and NO ONE knocked or rang my doorbell. I was only alerted of the delivery via an email notification.All Nordstrom customer service agents are now refusing to help despite having proof that I didnt receive my ********** being given the runaround.If this isnt resolved, I will *****% be taking Nordstrom to small claims court. I am not losing out on a considerable amount of money due to a delivery drivers mistake/dishonesty.I want someone from CORPORATE, with considerable amount of common sense, that can help me. A lot of Nordstroms customer service agents seem to be based abroad and have no regard for customer service!!

      Business Response

      Date: 01/14/2025

      Brit, thank you for contacting us and expressing your concerns. We sincerely apologize for the inconvenience caused by not receiving your package. Upon further review, I have confirmed that our Care team has processed a refund for the Longchamp bag. Please accept our deepest apologies for any distress this may have caused.

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