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 Inc.

  135 Westchester Avenue White Plains, NY 10604

• 

  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:12/30/2024

  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 am writing to formally lodge a complaint regarding an incident that occurred on 12/23/2024 at your store located at ****************************************************************** my visit between 4:00 and 5:00 PM, I was aggressively approached by a security guard who accused me of shoplifting. Despite repeatedly informing him that I had my receipt, he continued to confront me in a violent manner. He pushed me against the wall and threw me to the ground, causing me physical harm. This altercation took place outside the ******** evidenced in the security footage, I repeatedly stated that I had my receipt. The violent aggression I experienced led to an anxiety attack, for which an ambulance was called. I requested to contact the police multiple times, but the security staff falsely claimed that they had already called them.The actions of your security personnel violated numerous protocols, and I am considering legal action against both your store and the security company involved.I would appreciate your prompt attention to this matter and a detailed explanation of the actions you will take regarding this incident. I look forward to your response.

  Business Response

  Date: 01/22/2025

  We take concerns of this nature and approach them with the utmost seriousness. It has come to our attention that the Store Manager has already made an attempt to contact the customer and is currently awaiting a return phone call.
  
  

• Initial Complaint

  Date:12/28/2024

  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 ordered an item from Nordstrom on 12/17/2024. The item supposedly arrived at 10:15 P.M. on 12/20/2024. The carrier which was provided by Nordstrom was *****. I have a picture uploaded of the supposedly delivery that DOES NOT show a package being delivered. Its a very fuzzy / distorted image of something that looks like a chair. Ive attempted to resolve this issue with the carrier and I was basically told find another shipping company. Im out my money and my wifes Christmas gift. This is hands down the absolute worst customer service Ive ever experienced. I only want my money or my product from them I think thats fair. I promise to NEVER EVER buy from them again.

  Business Response

  Date: 12/30/2024

  *******,thank you for sharing your experience with us. We apologize for any disappointment caused by our decision. After further review, we have decided to issue a refund for the missing item. For future orders, we recommend shipping to your local Nordstrom or Nordstrom Rack, or an alternate shipping address for safety. If you have any other concerns, please feel free to reach out to us at ************.

  Customer Answer

  Date: 01/07/2025

   
  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. Its sad that it had to come to this, consumer satisfaction guaranteed is a thing of the past. For future references I will just avoid shopping there all together. Now everyone is happy :-)
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:12/27/2024

  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 using the app, my order was somehow sent to my OLD address also on my billing address. Ive went to that old address and practically got physical due to a package being delivered .. I was told no package arrived with my name on it. Ive contacted Nordstrom Rack and was told they would and wouldnt refund me . I just dont get why my order wasnt declined due to the billing and shipping not matching. I just want my refund or simply my items! I paid with Afterpay for Im responsible either way! But I truly need a resolution to this situation- as the company is being very dismissive to my problem. Its the holiday and I just want package! I moved from this address back in 2019; I just need to be helped!

  Business Response

  Date: 01/06/2025

  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. Unfortunately, since we were not contacted until the day the items were delivered we were not able to reroute the packages.

  
  

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22737584
  
  I am rejecting this response because:
  I was told by one representative that Ill be refunded and the the next I wasnt refunded. I moved from that address in 2019; how wasnt this declined on their end? When my billing and shipping doesnt match. Its truly unfair if calls are recorded why cant they be pulled and I get the help I need! That was Christmas yet Im out of $300+ & my entire order! 
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/16/2025

  Dear ****** ******,

  The original representative you spoke with had summitted a refund request, but since this was not reported to us until the order was already delivered we were not able to take action on the order. 

  
  

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22737584
  
  I am rejecting this response because:
  I was told by THEIR customer service representative that I WILL indeed get my refund & then when 3-7 business days past I had to CALL THEM AGAIN to see where my refund was and was then told by someone else that I wont be getting it. But I was already told I was and to be on the lookout! Im still out of money and out of my order. Its not fair nor good customer service skills. if that first representative was unsure then a supervisor should have intervened but that did not happen. I feel scammed by a company

  Business Response

  Date: 01/23/2025

  Dear ****** ******,

  We have listened to the call and the representative stated he would submit a refund request, but those are ultimately reviewed by our Delivery Research team and they were not able to assist with the situation since the package had already been delivered to the address.

  
  

• Initial Complaint

  Date:12/27/2024

  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 purchased a *** **** coat from Nordstrom on 12/19/2024 for $2563.72, order number *********. On 12/24/2024 the carrier ****** claimed it was delivered but it was not my address. Luckily in the tracking they provided a photo of delivery and it clearly showed it is not my house at all. I contacted ****** and they told me they "finished" the investigation and insisted the package was delivered. Then I contacted Nordstrom and they told me the same thing and they refused to refund. I attached the email history screenshots and relevant photos. Thank you.

  Business Response

  Date: 01/06/2025

  Dear Haoqi *** ***,

  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: 01/07/2025

   
  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,
  
  Haoqi *** ***

• Initial Complaint

  Date:12/27/2024

  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.

  This is an issue I've placed with two separate orders. The first is an error with order #********* and the second is an error with order #*********. In both cases, I was sent the wrong item, returned the incorrect item with return labels provided by Nordstrom Rack, and never got credit for the items that I never received. I reached out twice to Nordstrom Rack, and after the second time, received an email stating the refund would not be granted with no explanation. I sent an email response to inquire and have heard nothing. I'm upset and frustrated. I paid for merchandise I never received and through no fault of my own, now I am not getting a refund for those items. I have the original shipping label return, a photo of the wrong item sent, and am out approximately $200.00.

  Business Response

  Date: 12/30/2024

  *****, thank you for sharing your experience with us. We sincerely apologize for any disappointment caused by our decision. After further review, we have processed a refund for you. If you use online banking,please note that your bank should release the funds to you within 3-7 business days. If you have any other concerns, please feel free to contact us at ************.

• Initial Complaint

  Date:12/23/2024

  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 an item online from this vendor. I returned the item in a timely manner. However, the vendor refuses to reimburse the method of payment. They suggested I wait 2 months for them to review the return, to then decide if they will refund me. I have proof that they received the item I returned. This is unacceptable and not the way to do business or treat customers.

  Business Response

  Date: 01/02/2025

  Dear ******* ****,

  Thank you for bringing this to our attention. Our records indicate a full refund has been issued as of 12/26. 

  
  

• Initial Complaint

  Date:12/23/2024

  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 have attached the most recent email from the provider. It includes their response denying the refund.I have placed the online order on Nordstrom..com on 12/18/2024 for a purse. I was notified that the item was shipped but when I checked outside the door, there was nothing there. I am extremely disappointed after I followed up with the retailer on the lost shipment.

  Business Response

  Date: 01/02/2025

  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.

• Initial Complaint

  Date:12/23/2024

  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.

  On Dec 21st I made two orders. One with a credit card and another with a giftcard. At the time I placed the order there was no warning or advertisement stating the company was experiencing delays. Had I known about their delays, I would not have chosen to transfer my efunds into a giftcard for Nordstrom through *************. Today, when my first order was cancelled, I joined a live chat where the worker stated there were delays of up to 3 days. I saw there was an option to re-order the same dress with a delivery fro 12/24/24 instead of the original 12/23/24. I asked if the dress would truly be ready and he said most likely no due to the delays that are not advertised. After my second order was cancelled, I joined the live chat again, there the same message appeared that said "rest assured, you can still expect your package to deliver by the estimated arrival." there is no warning or exception so customers know this is not always true. They claim to be able to guarantee this arrival date knowing they are experiencing delays which is in direct violation of California Business and Professions Code Section *****. I was compensation so I can use that money to buy the same products at another company. Now I won't have a dress or the skincare I want for my trip since I put my faith in Nordstrom and they failed me and lied on their website.

  Business Response

  Date: 01/02/2025

   ********, thank you for reaching out to us and sharing your recent shopping experience. We are truly sorry for any disappointment you may have experienced. Please understand that refunds are typically processed back to the original form of payment, which in this case would be the gift card. However, we would love to help you place a new order and speed up the shipping process for you. As a gesture of goodwill, we are happy to offer you a discount on a similar item. If you are interested, please contact me directly at your earliest convenience. I have also left a voicemail for you with my contact details and the discount offer. 

• Initial Complaint

  Date:12/21/2024

  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 order a pair of boots 12-1-24 on Nordstrom website. On 12-6-24 I receive an email there is a shipping delay and they will ship 2-4 days. As of 12-21-24 they are showing as shipped and on its way. When I inquired as to status customer service said there are not in stock and never where in stock and will start my refund. They offered to have me purchase a completely different set of boots and needed me to pay again. To this date I dont have a refund or any boots and I have not been offered any compensation bonus as required by Michigan law for advertising items that are not in stock. According to Michigan Law MICHIGAN CONSUMER PROTECTION ACT (EXCERPT)Act 331 of 1976 ******* Unfair, unconscionable, or deceptive methods, acts, or practices in conduct of trade or commerce; rules; applicability of subsection (1)(hh).If a store in ******** advertises items in stock that are not in ********, the store must: Refund the difference between the amount charged and the amount displayed, plus a bonus Make the item available at a future date stated in a written guarantee If the store chooses not to pay the bonus, the customer can: Take the store to court, Receive $250.00 in damages, and Receive up to $300.00 in attorneys' fees.

  Business Response

  Date: 12/30/2024

  ***, we are truly sorry to hear that your order was not available. We understand how disappointing that must have been, especially for a family moment. Our Care team has issued a refund for the order, but we know that doesn't make up for the inconvenience. Please know that we are deeply sorry and hope to have the chance to regain your trust in the future.

• Initial Complaint

  Date:12/21/2024

  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.

  Ive been a loyal Nordstrom customer for many years. Upon searching prom dresses for my daughter online at Nordstroms, I stumbled on a dress that appeared to be significantly on sale (online showed 80% off - photo attached). Given Nordstroms is returnable, we ordered two sizes XS and Small. After receiving, I talked my daughter into the Nordstrom dress given the price of $47.80, even though she had a few other options, we decided we couldnt beat the price. She kept the small. It wasnt until we returned the other size (xs), we realized Nordstrom had in-fact, charged us full price of $239. Given we knew this was an error and knowing we had methodically picked this dress because it was on sale, I called customer service. The agent stated she couldnt help me. I asked if she could look into their system retro actively to see/confirm what was reflected. She stated she couldnt. I reiterated that we had talked my daughter into this dress due to the sale and had a screenshot. I asked if they could check with their tech resources to pull the online price from April. She said it wasnt possible. This felt like a bait and switch of price. As I stated, Ive been a Nordstrom customer (and cardholder) for several years with no issues but this feels fraudulent. Given the agent didnt help, we are respectfully filing a complaint for bait and switch of online pricing and ask that my Nordstrom card be refunded the difference. Original Price billed was $239; actual price (per screenshot) should have been $47.80.

  Business Response

  Date: 12/30/2024

  ********, thank you for contacting us and sharing your concerns regarding your recent order for the ****** maxi dress.Unfortunately, we are unable to proceed with a price adjustment at this time.Please note that we do offer price adjustments within 10 days of your shipment date if the price of an item you purchased is subsequently reduced by us or a selected competitor. However, your original request on May 7th falls outside of this timeframe. We apologize for any inconvenience this may have caused and appreciate your understanding.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22718117
  
  Hi. The business is not understanding my original outline. Im stating there was a certain price shown online when we first purchased the dress.  I specifically talked to my daughter into buying the dress based on the online sale price, however, after we ordered it, the price reverted to the original price. We didnt catch that until we went to return one of the sizes (as we had ordered two sizes).  am rejecting this response accordingly as this was a bait & switch on Nordstroms part. She wanted a different dress, but I talked her into this one and we both saw the price online as a sale price so she agreed. I specifically am asking Nordstrom to go back, at-that-point-in time of our order and look at their technology and what was shown. I respectfully ask for a price adjustment as we in, good faith, purchased based on what was shown. Ive been a consumer for a long time of Nordstrom and have a Nordstrom credit card. This isnt something Im taking lightly. Thank you and
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 01/14/2025

  ******** thank you for reaching out and sharing your concerns with us. We completely understand your wish to have this matter resolved. Regrettably, we are unable to proceed with adjusting the price of the dress as your request was made a month after placing the order. In order to address your pricing error concerns promptly, we would have needed to be notified immediately. We are deeply sorry for any disappointment this may cause, and we understand this was not the answer you were hoping for. Please know that at Nordstrom, we truly value your trust and would never resort to any unfair practices with our customers.

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22718117
  
  Hi there. I called your customer service as soon as we realized the error (at point of return on the second size). I respectfully asked that technology be pulled for reference during the point in time we ordered.  At the point of my phone call, it had reverted to full price so I asked for system data to be pulled for our order date which is why Im reaching out to you/ filing a complaint. This was a complete bait & switch. My daughter had a different dress picked out that was, by far, cheaper than full price on this item but because of the sale and what was referenced on Notdstrom website, I talked her into this one. This is unfair to the consumer for you to switch by showing one thing online and then revert to full price but indicate ownous is on the consumer and say its too late, you cant pull system references. This isnt simply a price adjustment ask this was a bait & switch and technology error on the part of Nordstrom.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 01/22/2025

  ********, thank you for getting in touch and sharing your concerns with us. I'm sorry to let you know that we won't be able to adjust the price on your order. You placed both orders for $239.00 back in April and unfortunately, we weren't notified of any pricing error until May 7th. This didn't leave us enough time to look into the matter further. We understand that this may not be the news you were hoping for. Please rest assured that at Nordstrom, we deeply value your trust and would never engage in any unfair practices with our customers.

  Customer Answer

  Date: 02/04/2025

  Nordstrom - yes, we ordered the dresses in April, in-good-faith of the listed price on ************************. At that time, the receipts went to my email and there was no reason to have question that the system reverted to the wrong price. Therefore, it wasnt until our return of the size XS, that we realized the grave error and called accordingly in May.  Given this online price error on the part of Nordstrom, there should be flexibility on the part of the merchant. Its not like the item went on sale after the order. There is no reason we would have purchased this dress otherwise. One, it wasnt her favorite and two, she had alternatives that were much cheaper. 
  
  For Nordstrom to take zero ownous in this scenario or offer any compromise, is interesting, to-say-the-least. As such, I would like to request at least some compromise from $239 to $118 (roughly 50%). It is extremely disappointing Nordstrom would use this type of sales tactic, marketing and price switch to the consumer. I would respectfully ask for compromise accordingly. 
  

  
  

  Business Response

  Date: 02/13/2025

  ********, thank you for reaching out. We truly value your business and appreciate the opportunity to address your concerns. I understand that this matter has caused frustration. Transparency and honesty in all our sales practices are of utmost importance to us, and we are committed to ensuring a positive experience for all our customers. Upon reviewing your request, I see that the error was not reported within the time frame specified in our pricing policy. While this decision is final, we regret that we cannot provide a price adjustment at this time, we want to assure you that this decision is in line with our established guidelines and not intended to undermine your trust. Nordstrom would never engage in unfair practices with our customers.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22718117
  
  I am rejecting this response because:

  its Interesting Nordstrom claims to be consumer centric, yet a pricing error is placed on the customer.  The receipt went to email and we had zero reason to question it as One would assume a business is practicing good faith effort. Sadly, upon return of one of the dresses we realized the error. This was within the ***** day return window. Yes you have a price adjustment policy; however, per consumer affairs, this is for items that go on-sale after purchase. Conversely, this item was on sale AT point of purchase so your 14-day adjustment rule is an excuse as this scenario doesnt fit. 
  

  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 02/19/2025

  ********, thank you for reaching out. I appreciate you sharing your concerns, and I understand this is upsetting. However, as we have kindly stated we would have required timely notification of the error. This decision is final, and we regret that we are unable to provide a price adjustment at this time. Please be assured that this decision aligns with our established guidelines and is not intended to undermine your trust. Nordstrom is dedicated to maintaining fair practices with all our customers.