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

  5220 Alpha Rd Dallas, TX 75240-4316

• 

  Nordstrom

  7883 N Blackstone Ave Fresno, CA 93720-4307

• 

  Nordstrom

  1600 Stoneridge Mall Rd Pleasanton, CA 94588-3246

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:12/21/2024

  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.

  On 12/20/24 , I made two orders on Nordstrom rack . When I made the first order , I had selected expedited shipping so these items can arrive before Christmas. Once I got the confirmation email, I noticed that it stated that my items would not be here by Christmas, but of different dates after . I thought it was an error on my part so I cancelled the order immediately after. I tried make another order with four items because Im assuming the fifth item I had ordered was sold out due to it being on the previous order . This time I make sure I paid attention to the shipping options , and I got the same results I did as the previous order . Then I cancel again. Not too long after I follow up to see if my ordered were cancelled, come to find out they were not. I reached out to Nordstrom customer service about the issue because now I have nearly $700.00 in items being held on my card and its holiday season . I cancelled the orders immediately after and Im trying to find out why the orders are still being processed . She tells me that , in reality you have a very short window to cancel . She says maybe two minutes or so. Which if that is true, thats a ridiculous time frame to give someone to cancel orders . Thats not even realistic, if you count waiting for me confirmation emails , screen loading times and such . Two, why give the option if youre not going to honor it ? Three , theres nothing that states a time frame , or some type of timer , nothing of the sort that gives the customer any type of indication that they are on the clock if they need to cancel. This is a major inconvenience due to the shipping error and the inability to cancel both orders . Especially during this time of the year.

  Business Response

  Date: 12/29/2024

  ****, thank you for getting in touch with us and sharing your concerns. I'm sorry to hear that you had trouble expediting or canceling your orders. Our ability to make changes is limited once orders are placed, but I'm glad to see that the Care team was able to help get those orders refunded for you. If you have any more questions or concerns,please don't hesitate to reach out to us at ************.
  

• Initial Complaint

  Date:12/19/2024

  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.

  Did not receive order/ Called to open claim. They denied my refund. Contacted carrier and a claim has not been filed/resolution reached. The picture provided in POD is not my apartment building mailroom.

  Business Response

  Date: 12/28/2024

  Dear ******* Israel,

  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:12/19/2024

  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 placed an order #********* for UGG boots on 11/29/2024. I received and they were too small. I submitted a return request and mailed these back via **** tracking ********************** on 12/6/2024. Nordstrom received the return on 12/9/2024. I had yet to receive a refund so I contacted customer service today who escalated the concern. I received an e-mail denying my refund request for absolutely 0 reason. Mind you I am ICON STATUS with their Nordstrom Credit Card. This is the 3rd or 4th time I have had to contact the BBB due to their return denials via mail returns for 0 reason and once I contacted BBB I was finally refunded for past orders. Their customer service does nothing to help you and again I am ICON STATUS. This status will be changing as I am so tired of having to escalate these issues. You also closed your Nordstrom store in ******** at the *************** so I don't have any other way to return online purchases. I want these refunded **** as I returned brand new unworn boots in the original packaging which you all received and have no reason to not be refunding me especially after this many days.

  Business Response

  Date: 12/28/2024

  Dear ******** *****,

  Thank you for alerting us to the situation. Our records indicate this has since been resolved by our delivery research team. Please don't hesitate to reach out with any additional questions or concerns.

  
  

  Customer Answer

  Date: 12/28/2024

   
  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:12/19/2024

  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 was given a Nordstrom Gift card. Please see the attached. I had not opened or unsealed the card. I went into Nordstrom Rack today to make a purchase with my card. I gave my card to the clerk, opened it before her, and she scratched the code off. She told me that the card had a zero balance. I was shocked. It was supposed to have $100 on it. I have attached the packaging and the front and back of the card. I do not have a copy of the receipt, since this was a gift to **** called customer support for a gift card. The lady told me that it was used online in May 2024. I asked her for the date. She said it was May 18th of this year. I wasn't even in the ** on this date. I asked her if she could tell me where the merchandise was shipped, but she didn't tell me that. I still want to know that. I am a Nordy rewards club member and all of my purchases are listed in my app. This gift card was never used by me nor was it on any of my purchases online and in-store. I am asking for the $100 to be placed back on my card.

  Business Response

  Date: 12/28/2024

  Dear ****** *******,

  Thank you for bringing this to our attention. Our records indicate this was resolved by our customer care team, but please don't hesitate to reach out with any additional questions or concerns.

  Customer Answer

  Date: 01/07/2025

  Good afternoon,

   

  I wanted to let you know that my issue has been resolved. #********. Please close out. They emailed to say they will reissue an electronic gift card. Hopefully they do. 

  Sincerely,

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

• Initial Complaint

  Date:12/19/2024

  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.

  Hi I so I ordered a birthday gift for myself to wear from Nordstrom. The package said delivered when I got home the package was not delivered . The delivery carrier took a picture of other packages on my porch and made it seem like it was from what they Was supposed to deliver . I spoke to Nordstrom they said they cant issue a refund or reshipment & advised me to file a police report and claim and get back to them to solve the issue. I went then went to the police station got it all figured out , they didnt find no package so they said give Nordstrom a call back for a refund of redelivery . I provided Nordstrom that information and the claim number & etc from the police investigation and they still denied . Till this day I still have yet to get my refund or redelivery.

  Business Response

  Date: 12/27/2024

  Niya, thank you for reaching out to us with your concerns. We apologize for any inconvenience caused by not receiving your order. After a thorough investigation by our Delivery & Research team, we have determined that a refund for the missing package will not be issued as our records indicate that it was delivered. We understand that you have filed a police report and we are more than willing to assist with any further information needed for the investigation. To ensure the safety of your future packages, we recommend shipping to a store location. If you have any additional questions or concerns,please feel free to contact our financial services team through the ongoing email thread or by calling us at ************.

• Initial Complaint

  Date:12/19/2024

  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 purchased a stroller from Nordstrom on December 14, 2024, for $967.50 (Order #*********). The package was shipped via ***** (Tracking #************). While ***** records indicate the package was delivered on Dec 14th, I never received it. Upon contacting *****, I discovered that the tracking number corresponded to a delivery made to an address completely different from mine. Although the name on the label was correct, the address, zip code, and phone number were all incorrect. ***** confirmed that the package was delivered to ******************************************************, but my correct address is ************************************************************* is clear that Nordstrom made an error when generating the shipping label. Despite this mistake, Nordstrom has refused to take accountability. I have contacted them multiple times to request a refund or proof of the original shipping label, but I have only received templated responses stating that their "internal investigation" confirmed the package was correctly delivered. However, they have failed to provide any evidence, such as the shipping label with my correct address. The ***** tracking only proves the delivery to the address that Norsdrom put on the shipping label but not MY ADDRESS. As the recipient, I am unable to obtain a copy of the shipping label from ***** due to privacy policies. This further underscores Nordstrom's responsibility to resolve this issue by working with ***** to confirm the facts and ensure customer satisfaction. My Request is:Issue a full refund, as the package was not delivered to my address.I am deeply disappointed by Nordstroms poor customer service and refusal to address this matter in good faith. I hope this complaint will prompt Nordstrom to act responsibly and resolve the issue promptly.

  Business Response

  Date: 12/22/2024

  ****** ****, thank you for contacting us and bringing your concerns to our attention. We apologize for the inconvenience caused by the non-receipt of your package. Upon reviewing your case, we are pleased to inform you that a refund for your order was processed on 12.20.24. We regret any disappointment we caused. If you have any further inquiries or require assistance regarding the refund, please do not hesitate to contact us at ************.

• Initial Complaint

  Date:12/19/2024

  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.

  Hi,I returned an item on 12/7 to Nordstrom and it is still be processed for a refund of $268.00. I have chatted with them several times now and I get the runaround of when it will be refunded. I am not being told 12/30 which makes no sense. I want my money refunded.

  Business Response

  Date: 12/21/2024

  Thank you for taking the time to reach out. I'm happy to share that your refund was issued 12/19 and will take 2-5 business days to post. 

• Initial Complaint

  Date:12/17/2024

  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.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.NORDSTM/TD ACCT #: **************** ***. $896.00 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 12/23/2024

  ******, thank you for bringing your concerns to our attention and allowing us an additional opportunity to respond. I have attached Nordstrom ************* response to your concerns. If you have any questions dont hesitate to reach out to us at **************.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair 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 a pair of ****** ******** ***** 50 Booties from Nordstrom for $650, $703.63 after tax. I received my order and while the booties have no damage, the shoe box they came in was completely destroyed. If this were a much less expensive pair of shoes, I wouldn't care so much. But for this price, they should be perfect. This is also annoying because I save my shoe boxes. This is how I store my shoes during the off season. Also, it is apparent the box was in this condition before it left Nordstrom, meaning someone made the decision that it was appropriate to send a pair of very expensive shoes in a destroyed box. The box has a hole in the top and the panels on two sides are ripped off. In contrast, the bag the box was sent in has absolutely no damage. I called customer service and the woman I spoke to said they can't do anything for me because the booties themselves are not damaged. I then started the return process to send them back and get a pair in an intact box. However, when I went to return them online I got this notice. "Please remember to pair the correct item with the correct package and return label. Items sent to us by mistake, using the wrong label, or that do not meet our return criteria, will not be returned to you or refunded." So since the box is damaged, I run the risk of them deciding it doesn't meet return criteria and not sending me the boots back or refunding me. My options are taking that risk or driving 50 miles to the nearest Nordstrom. I have been a faithful customer of ******************** for years and their customer service used to be fantastic. Now I'm questioning whether I should take high dollar purchases such as this somewhere else.

  Business Response

  Date: 12/30/2024

  Kelsy, we sincerely apologize for the inconvenience caused by the condition of your ******* ******** box. We have addressed this issue with the store manager, and a replacement box has been shipped out. It is expected to arrive within 3-8 business days, and you will receive tracking information shortly to monitor the shipment. If you have any additional questions or concerns, please feel free to contact us at ************. Alternatively, you can reach out to me directly.
  

  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,
  
  ***** *****

• Initial Complaint

  Date:12/14/2024

  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.

  Needed to return an item to the store which I changed my mind.I went into store with receipts in hand .Advised the cashier that I had lost the card that it was purchased with and told her I would like it refunded back to another one of my debit cards.Cashier refused and stated I would have to take a store credit.Why am I forced to take a store credit for an item that has all the tags attached and a receipt for just because I lost one of my debit cards. How is this legal to force someone to take store credit just to be forced to buy something else and generate yet more profit for the store

  Business Response

  Date: 12/19/2024

  ********,thank you for taking the time to discuss your concerns with me. I sincerely apologize for any disappointment we may have caused. I have spoken with the store manager, who has kindly confirmed that a refund has been issued to you.Please feel free to reach out to us if you have any additional questions or concerns.