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Business Profile

Department Stores

Nordstrom, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Department Stores.

Complaints

This profile includes complaints for Nordstrom, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Nordstrom, Inc. has 140 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Nordstrom, Inc.

      1700 7th Ave Ste 1000 Seattle, WA 98101-4407

    • Nordstrom

      700 Fairmount Ave Towson, MD 21286-1037

    • Nordstrom

      1600 Stoneridge Mall Rd Pleasanton, CA 94588-3246

    • Nordstrom

      600 Westfarms Mall Farmington, CT 06032

    • Nordstrom

      1651 Arden Way Sacramento, CA 95815

    Customer Complaints Summary

    • 1,167 total complaints in the last 3 years.
    • 303 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/06/2024

      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 been a Nordstrom customer for more than 15 years. I shop online and at the store. I mostly buy designer. This happened more than once where I received a package without tags attached for a designer item. When I went to return it the store gave me hard time. Today again I got a package from ************ which is their fulfillment center. The designer skirt had no ticket so I called customer service so they can put a note and when I take it to the store I dont have to see any issues. The customer service person on the phone called the store and put notes. I took the package within 30 minutes to the store to do the return and they refused saying I should send it back. I told them that I dont have a printer at home and have 2 small kids I cant go run around for their mistake. I called customer service while at store and the person was very rude. The store associate printed the label to send it of back to online. They told me I have to wait for my refund. Im frustrated with how Nordstrom handles the loyal customers. They were the one sending it without tags from fullfillment center. They said this is how they send them. Thats unacceptable because its not fair to the customer being treated bad for their own mistake.

      Business Response

      Date: 10/08/2024

      Thank you for reaching out and I'm very sorry to hear about your experience. Rest assured that I'll be sharing your feedback with my fulfillment teams in the hopes of preventing future incidents. In the meantime, we would need to wait for your return to be mailed back and received at our fulfillment center in order to be processed for a refund. Thank you. 
    • Initial Complaint

      Date:10/06/2024

      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.
      10/06/2024 Christian the loss prevention guy at the store in ********* CA at the *********************** my 13 year old daughter

      Business Response

      Date: 10/11/2024

      Thank you for reaching out. I've partnered with the store management team. They've informed me that they contacted you on 10/7 and left a voicemail. Please return their call for assistance with this. Thank you and have a wonderful day. 
    • Initial Complaint

      Date:10/04/2024

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Manager on duty at 7:30 pm Friday October 4, 2024 was rude and would not provide excellent customer service that I am use to receiving from Nordstroms rack . She had curly hair and could not let me know that they changed their policy and had me wait in long line of customers purchasing verses returns. I am just going to shop at Nordstroms going forward because the level of customer service is so much better in ******** than **********. She could have explained policy and took care of the return but no she wanted to flex her muscle and have me have a horrible experience.

      Business Response

      Date: 10/14/2024

      Dear ******** *******,

      We are sorry to hear about your recent experience. We take your feedback seriously and are addressing this matter with our team. Service is our top priority, and we are sorry we let you down. 

    • Initial Complaint

      Date:10/04/2024

      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.
      I am writing to file a complaint regarding an error on my credit report involving an account from **********************/***********. The details of the account are as ************************************** ***: Account #****************, opened on 5/24/2016 This account appears to be reported incorrectly, and despite my attempts to resolve this matter directly with NORDSTROM/TD BANK ***, the issue remains unresolved.I request the assistance of the BBB in addressing this reporting error.Thank you for your attention to this matter.

      Business Response

      Date: 10/14/2024

      Dear ***** ****** ******,

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


    • Initial Complaint

      Date:10/02/2024

      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.
      Hi ******, 

      Please cancel my case #********, Nordstrom Seattle took care of the situation and resolved it. 

      -****** ******

    • Initial Complaint

      Date:09/30/2024

      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.
      9/27/24 placed an order with 5 items. received two packages, one item In each package. 3 items completely missing. I was told by customer service that I would be refunded and I needed to repurchase the items, which I did. But I later got an email saying they are refusing my refusing. I am being charged for items I did not receive. The email support team refused to acknowledge the photo of the tiny small flat package they claim to have all 4 items in even though is would be physically impossible for those items to fit. I am in shock that I am being fraudulently charged for items they did not send me and being treated so poorly by their customer service team. I have spent tens of thousands of dollars at this store and could never imagine I would be treated so poorly when all I wanted was the items I paid for...

      Business Response

      Date: 10/09/2024

      Dear Sara Ceballos,

      Thank you for bringing this to our attention. After further review by our delivery research team a full refund has been issued for the missing items. You should see this reflected on your statement within the next few days.


    • Initial Complaint

      Date:09/29/2024

      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.
      My sisters and I ordered a jacket my mom has been wanting, but this experience has been a nightmare. After a disappointing visit to your NYC store, I was cautious with my next purchase. ****** assured me the item wasnt available in any ***/ Boston stores, so I placed an online order, only to find out later it was available locally. This misinformation wasted my time and effort.***** promised to monitor the delivery no follow-up. ***** guaranteed shed take responsibility immediately process refund if the item was delayed or missing, but she didnt. My refund request was rejected.When I finally reached lead, I was called a 'crazy chatter' for following up.Your team has made this process exhausting with contradictory information and zero empathy. This was supposed to be a special surprise for my mom but turned into a stressful ordeal. If ****** had been honest, we wouldnt have faced this mess.******* blamed me for not contacting my building security, even though I had already done that.This experience has left me feeling completely deceived and frustrated. The lack of follow-through and miscommunication from your team has been shocking. I was passed from one agent to another, each making promises they didnt keep, and each giving me different information. Its clear that theres a serious issue with how your team handles customer inquiries and concerns.Terrible quality service, but this ordeal has shattered that trust.I cant believe that a simple purchase for my moms special surprise turned into such a frustrating and disheartening experience. I went out of my way to make sure everything would go smoothly, only to be let down repeatedly. The level of unprofessionalism and indifference Ive encountered is unacceptable. Ive tried every possible channel to resolve this issue, but its like hitting a brick wall. No one has taken responsibility, and my concerns have been dismissed at every turn..I will never shop at Nordstrom again
    • Initial Complaint

      Date:09/28/2024

      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 placed a skims t-shirt on 09/16 for $52.5 but the package never arrived. The tracking number is C12016676890694 and it shows the package was delayed for a week. I asked customer service for help but they told me that without my phone number associated with the order, they could not further assist me. I usually put a random phone number to avoid scams so I cannot remember what number I had with the order. I already placed a new order and want to request a refund for this ghost order.

      Business Response

      Date: 10/07/2024

      Dear Bobby Shi,

      We apologize for the confusion with customer care, could you please provide the address that was listed on the order for verification purposes?

    • Initial Complaint

      Date:09/26/2024

      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.
       
      Complaint: 22343594

      I am rejecting this response because a refund was issued only after I spent hours investigating and calling Nordstrom after they refused to issue a refund without explanation. To date, I have yet to receive an explanation.  

      Sincerely,

      ******** *******und denial. I have yet to see the refunds. It also does not make me whole because now I must go back on the website, re-order the items, and pray that they are actually going to be delivered this time around. Nordstrom has not offered me any explanation as to what went wrong, nor provided me the reason for the denial. I called Nordstrom and was told that because Nordstrom lost a package a few months ago, they just blindly denied this refund request for that reason. In other words, because they lost a package before, that they denied my refund request now even though they have no proof that they delivered the package.

      Business Response

      Date: 10/04/2024

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

      We are sorry to learn about your experience, our records show after the complaint was filed this was reviewed by our delivery research team and a full refund was issued.

    • Initial Complaint

      Date:09/20/2024

      Type:Sales and Advertising 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 bought three backpacks on September 4 through the nordstorm app. But I never received the package. Until just now I found that my package had been signed for, but it was not my address. The logistics show that the sender asked for a change of address, so the logistics company did not send the package to me. But Nordstrom emailed me saying I had it delivered. I did not receive the package, nor did I receive a refund. I looked for customer service, no one responded to me, I hope to urge the processing as soon as possible.

      Business Response

      Date: 09/23/2024

      **** **,we have had the opportunity to review your concerns and we have noted that a refund has been processed for your order. If you require any further assistance or have additional inquiries regarding this order, please feel free to contact us at ************.

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