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, Inc.

  PO Box 6555 Englewood, CO 80155-6555

• 

  Nordstrom, Inc.

  FRANKLIN MILLS MALL PHILADELPHIA, PA 19104

• 

  Nordstrom

  951 Haddonfield Rd Cherry Hill, NJ 08002

• 

  Nordstrom

  Short Hills Mall Short Hills, NJ 07078

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:01/09/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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:

  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 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:

  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.

  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.

• Initial Complaint

  Date:01/06/2025

  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 purchased a pair of ****** Sambas for the regular price of $120. I received the item today and the shoes are in a generic Nordstrom box. They arent in the original ****** box that they should be in. In my past experiences when an item is not in its original brand box, it is bc it has been discounted or on clearance My purchase was none of these when I contacted cust svc to ask what was going on they said that when making a purchase there is no guarantee that the item will come in the brand box and I said I have never heard of that before Nordstrom informed me that I can return and re-order the shoes, but there is no guarantee that it will come in the brand box with the next order. I want to know how they are able to do this without informing the consumer ahead of time because if I wouldve known this prior to purchasing, I wouldve bought from a different retailer I am particular about the things that I buy if Im going to be paying full price I expected to come as it should. They gave varying excuses saying that it came from the fulfillment center. The box couldve been damaged while they were packing it or it could have been that it was the only one left at that center so then they had to ship it out in a Nordstrom box. But it makes no sense because at the same time, she told me that there were plenty available. If I was gifting this item to someone it would look as if I bought the item on clearance or on sale because of the way that it was packaged. I dont like paying full price for an item and not getting it as it should come and then on top of it being told I can go ahead and re-order but that there is no guarantee that it will come as it should because apparently Nordstrom has the authority to place it inside whatever box they want, and this was told to me by a customer service specialist and the customer lead specialist who is a supervisor

  Business Response

  Date: 01/16/2025

  Dear ****** *******,

  Thank you for alerting us to the situation and we have submitted your feedback. While we do strive to always send items in their original packaging, there are times when the packaging is unavailable, or the original box has been damaged. Unfortunately this is not something we are able to provide a discount for. We would be more than happy to accommodate a return if you are unsatisfied with the quality of your purchase.

  
  

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22776923
  
  I am rejecting this response because: I do want the item and currently no one else is selling them, but if I return it to you and re-purchase, theres no guarantee that Ill get it in the original box so why would I put myself through all the aggravation?
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/06/2025

  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 reported identity theft to this company my checking account information was exposed and used to make fraudulent purchases. On 11/23/24 a purchase of ****** was debited from my account fraudulently in Nordstrom store . It was reported to me as an in store picked which requires to show photo identification and order number the employees did not follow store policy and let an unauthorized person receive an order with my information. I have an identity theft report and police report to support my claim .

  Business Response

  Date: 01/16/2025

  Dear ******** **********,

  We are very sorry to hear about the situation. We have submitted your feedback, but this is not something we are able to service. Our recommendation would be to report the unauthorized charge with your bank.

  
  

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22772312
  
  I am rejecting this response because: because my bank said deal with the merchant directly because they are fighting the dispute charges. I made a dispute with my bank it was closed because Nordstroms will not take accountability for letting someone use my information and not present proper identification.
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  Date:01/06/2025

  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 a order for a pair of boots A.S.98 ***** Studded Bootie (Women) Item #******** *****US / 38EU, BLACK Price $299.95 from Nordstrom. Purchased online on 12/16/2024. They delivered them to the wrong address and said they were delivered to me, my neighbor had my package so I open it and they are the wrong color boots they were wheat not the black that I ordered I sent them back they received them on the 25th of December. I told them I wanted a refund so I can reorder for the right color. This is really bad customer service for the wrong color shoe sent to me and it shouldn't be this hard for a customer to get a refund or even an exchange for that fact.

  Business Response

  Date: 01/13/2025

  *******, I want to sincerely apologize for the multiple attempts you have made to contact us regarding your return. This is not the level of service we strive to provide at Nordstrom. After reviewing your concerns, I am pleased to inform you that a refund was processed for your return on 01.07.25. If you have any further questions about when these funds will be released into your account, please contact AfterPay directly. 

• Initial Complaint

  Date:01/05/2025

  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 4th at the nordstrom cafe in short ***** **. We ordered food which took an hour to receive. When it did come the salad lettuce was brown the hot food was cold . The orders werent correct and they refused to change anything. They told us the kitchen was backed up and nothing they can do about it. If we didnt like dont eat . I paid $95 for this lunch meal . No one in the kitchen was wearing gloves and they were touching food with their hands. It was a terrible experience

  Business Response

  Date: 01/08/2025

  Risa I sincerely apologize for any inconvenience you experienced during your recent visit to the Caf at Nordstrom. The store manager and *** manager have been made aware of your concerns and are eager to address them. Please contact them at your earliest convenience to discuss the matter further.

• Initial Complaint

  Date:01/05/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 3, 2024 I placed an Online order for 2 expensive *** **** shoes from Nordstrom both of them cost $3,646.40. One came through *** and I received it with no problem on November 7, 2024. The second one was "delivered to a wrong apartment number" by ***** on January 2, 2025 and I never received the package from this horribly ***** shipping company and their drivers are known for theft. The picture of the apartment where he delivered the package to does NOT match with my own apartment door that has Christmas decoration. Please take a very look at both pictures and you decide.I have a Christmas Decoration on my door and the picture ***** driver presented to Nordstrom does not have a Christmas Decoration on the door and it looks different from my own door. Besides, I have knocked on 7 apartment neighbors' doors asking them if they have received a package by mistake from ***** and all of them said they did not receive any packages from *****. I have contacted Nordstrom several times via telephone and emailed them 4 times and filed a claim but only to be denied 2 times and receive an email from Nordstrom staff informing me that an investigation has been completed and they came to a conclusion that it was delivered. They said they will NOT give me a refund or replacement. I don't want a refund, but a replacement of my shoe period. Again, why would I received one item and not received the second item?I have decided to get a lawyer to help me file a motion in court to fight Nordstrom and ***** to replace my *** **** shoe or get a refund because I will not pay for an item that I did not receive. I'm warning all Nordstrom customers to think twice before ordering any items from Nordstrom Online.

  Business Response

  Date: 01/16/2025

  Dear ***** ******,

  Thank you for bringing this to our attention. After reviewing the results from the investigation we have issued a full refund for the missing item. 

  
  

  Customer Answer

  Date: 01/17/2025

  Dear ******,
  
  Below, you will find a copy of a follow up email that was sent to Nordstrom, *** on January 13, 2025.
  
  
  Dear Nordstrom Customer Service,
  This email is to notify you that I went to the ******************** to find out where my package was delivered to.  I was informed that my Package was misdelivered to building ******************************************************* 
  However, my address on my order was *************************************************************** but my package was misdelivered to building ***** instead of 10201.
  I am really disappointed in the manner in which Nordstrom handled the investigation of my missing package containing *** **** ***** *****/******* T-Strap Sandal purchased Online on November 3, 2024 with order number ********* and ***** tracking number 674138721079. 
  I saw a ***** Express truck outside my building this morning and I immediately confronted the driver and asked him if he was the driver who delivered packages on January 2, 2025 to building *****.  He said yes that he was the one who misdelivered the Nordstrom package that was meant for *************************************************************** to building ******************************************************* 
  I asked him his name and he said his name is **** and he quickly called his manager on the phone but they were speaking Spanish which I don't understand.  I begged him to go back to building ***** and retrieved my package and he said to me that he has a lot of packages to deliver today and he does not have the time.  
  I was really ****** off at this driver, ****, for failing to retrieve the package.  I went on to inform the driver, Mr. **** that I had already visited their office and they were the one who told me that he misdelivered my package to the wrong building *****. For your information, here is the phone number for the ***** Express **************.  
  I kindly request a desired resolution to either retrieve my package or give me a full refund, in exchange for the same *** **** ***** *****/******* T-Strap Sandal.
  Please contact me at ************** or email me at *************** to let me know what you intend to do regarding my missing package. 
  Sincerely,
  /s/
  ***** ******
  
  

  Customer Answer

  Date: 01/21/2025

  Dear ******,
  
  I would like to inform Better Business Bureau that Nordstrom, *** has refunded me for my Package that was misdelivered to another address.  I was not able to login into the Better Business Bureau to post my statement regarding the refund. I did not have the code that would've allowed me to login.  
  However, I will appreciate it if you could email a code to me so I can login and post my statement.
  My sincere gratitude to Better Business Bureau for intervening into this matter and getting it resolved.
  Thanks!
  Sincerely,
  ***** ******,
  **********************
  **************
  

  
  

• Initial Complaint

  Date:01/04/2025

  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.

  On November 20, 2024, I purchased three pairs of shoes from Nordstrom Rack, all of which arrived in satisfactory condition. However, I was dissatisfied with two of the items in the orderthe G.H. **** ***** Loafer Sneaker and the **** ********* PARIS Colorblock Sneaker. I promptly communicated my dissatisfaction with the store via their online chat system and informed them of my intention to return these two pairs.Following our communication, I returned the items as instructed and was assured that the **** postage would also be refunded upon receipt of the return package. On December 15, I received a digital return code from the store, which I used to process the return. On December 28, I received an email confirming that my refund had been processed. However, I noticed that only the refund for the **** ********* sneaker had been issued; the refund for the **** **** sneaker was missing.Since then, I have been in regular contact with the store, and despite their repeated assurances to be patient and that the refund would be processed soon, no action has been taken to resolve this matter. This store claim they have the returned item but is refusing or failing to do right to give my money back to me. On the website it appears only one of the two returned shoes has been received and refunded but the other one is under investigation when all evidence shows that they have it in their possession.

  Business Response

  Date: 01/14/2025

  Dear ******** des-******,

  Thank you for bringing this to our attention. Our records indicate a full refund has since been issued for the missing item. Please don't hesitate to reach out with any additional questions or concerns.

  
  

• Initial Complaint

  Date:01/02/2025

  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.

  On 1/1/2025, I went to use a $500 gift card I had received. I handed the gift card to the cashier for payment, she scratched off the authorization code & proceeded to process the transaction. After the gift card would not go through, the cashier called ************** suggested that a manager transfer the funds to a new gift card. When the manager did this process, it was discovered that the card had been compromised & $27 was remaining on it. I was informed that this happens a lot & then stood at the register for 45 minutes while the manager attempted to resolve the issue. I have included the email thread & attached transaction history the manager shared with me. I was then told I needed to call the number on the back of the card to have the issue resolved. I asked the store manager if I could purchase the items I had, which were $506, & have the customer service ********************** refund my purchase & use the gift card fund to cover the transaction (less any amound above $500). I was told I could do this & so I purchased my items and left. When I got home, I called customer *********** was told that there was nothing they could do & the store should not have said that. Stating, "they know there isnt anything we can do". Why is it on the consumer to bear the burden of Nordstrom's inadequate gift card system's security. Nordstrom not only gains profit from the good purchased with the gift card, but also from my purchase that I had the expectation set would have been refunded. As a manager that also works in sales, I am beyond disappointed that there is no resolution or compromise they can offer as a result of a problem that they are well aware of. I demonstrated that I never used the card. I have the reciept showing the amount loaded on the card. I gave the cashier the card with the authorization code unscratched. It's one thing to have a one off, but this is well known--even another person experienced the same issue while I waiting for them to resolve mine.

  Business Response

  Date: 01/13/2025

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

  Thank you for bringing this to our attention. Lost or Stolen gift cards purchased through third party vendors are unable to be replaced by Nordstrom. Our recommendation would be to partner with the third party vendor and file a police report.