We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.

    Please enter a valid location.

    • 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

    Customer Complaints Summary

    • 1,603 total complaints in the last 3 years.
    • 419 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:05/30/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 11/20/2024 i order item # ******* under order # *********in the amount of $1,524.25 from Nordstrom online. On 11/25/2024 package was marked as shipped and on 11/27/24 package was marked as delivered. I contacted **** (shipper ) on 11/28/24 to inquiry about package which at this time i open a missing package claim under claim number ********. On 11/29/24 i contacted Nordstrom regarding missing package . On 11/30/24 **** contacted me and informed me that the case is open and will be investigated. on 11/30/24 Nordstrom also send me an email stating that they was unable to issues refund. On 12/5/2024 since a dispute was open with my credit card and after going back and forth regarding this claim for months Nordstrom ultimately denied the dispute . After reaching out to **** regarding claim number ******** on multiple occasion and not getting a call back when i did speak to someone in April of 2025 i was informed that they only see in they system that a claim was open but does not see the outcome of the claim. so they gave me the local post office number ************ and spoke to supervisor ***** i was informed that it was nothing that they could do at this point since the claim was never fully investigated when the claim was first open.

      Business Response

      Date: 06/05/2025

      *****,thank you so much for reaching out and sharing your concerns with us. We truly appreciate the opportunity to respond. Our Delivery & Research team has carefully investigated your complaint, and after thorough review, we will not be able to honor a refund for the missing package from this order, as they have confirmed that it was delivered. If theft is a possibility, we recommend filing a police report. For future Nordstrom orders, you might want to consider using an alternate shipping address or in-store pick upthese options can easily be selected at checkout when you shop online, or you can arrange it by calling our customer service at ************. If you have any additional questions, please feel free to continue the conversation with our financial services team via the ongoing email thread, or you can reach us at ************. 

      Customer Answer

      Date: 06/06/2025

       
      Complaint: 23396663

      I am rejecting this response because: I have open a missing package claim with the **** under claim number ******** and that claim wasnt even investigated . When missing package was reported on my end **** informed me that shipper never even open missing claim with them only went by delivery status.  Now they giving me the other option to file a police report 6 months later when they know police wont take a report from November 2024

      Sincerely,

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

    • Initial Complaint

      Date:05/29/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      i already return this order.but no refund my money.

      Business Response

      Date: 06/05/2025

      Jingwei, thank you for reaching out and sharing your concerns with us giving us an opportunity to respond. We want to sincerely apologize for the inconvenience you're experiencing with the refund for your return. Our Delivery & Research team has looked into this, and it seems that the fulfillment center hasn't received your item yet. Unfortunately, we can't proceed with the refund until the return is validated. I also noticed that youve initiated a dispute with your bank, which they will be coordinating with our financial team to investigate. Once a dispute is opened, were unable to issue any refunds to keep things running smoothly. The final decision will be based on the resolution between Nordstrom and your bank. For any updates, it would be best to touch base with your bank regarding the dispute you filed. 

    • Initial Complaint

      Date:05/29/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I returned Order number: ********* with several other returns and Nordstroms is claiming they never received the item. I have request several times for Nordstroms to review all orders shipped and sent the following ***** tracking ***** Tracking # ************ ***** Tracking # ************ ***** Tracking # ************ ***** Tracking # ************ They are now no longer responding and are holding several returns up totaling over $10,000.

      Business Response

      Date: 06/12/2025

      *******, thank you so much for reaching out and sharing your concerns with us. We truly appreciate the opportunity to respond.After thoroughly reviewing this matter, we discovered that the fulfillment center received an empty box instead of your item. Unfortunately, this means we cant process the refund until the return is received and validated. I completely understand that this isn't the news you were hoping for, and I'm deeply sorry for any disappointment it may cause. If you have further questions or concerns regarding this decision, you may reach us at ************.

      Customer Answer

      Date: 06/12/2025

       
      Complaint: 23392475

      I am rejecting this response because: this is not accurate, the item was returned.

      Sincerely,

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

      Business Response

      Date: 06/13/2025

      *******,thank you for reaching out to us and sharing your concerns. We appreciate the opportunity to address your inquiry and your commitment to resolving this matter. Regrettably, we are unable to process a refund for your return, as we have not yet received the item in question. We understand that this may not be the outcome you were hoping for, and we sincerely apologize for any disappointment this may cause. Please be advised that this decision is final.If you have any further questions or concerns regarding this matter, please feel free to contact us at ************. 

      Customer Answer

      Date: 06/13/2025

       
      Complaint: 23392475

      I am rejecting this response because: The item was returned.

      Sincerely,

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

    • Initial Complaint

      Date:05/29/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 9, 2025, I purchased a Dyson Airwrap from Nordstrom Racks website. Prior to making the purchase, I specifically contacted a Nordstrom Rack customer service representative to confirm whether the product was new or refurbished. I was clearly assured that the product was not refurbished.However, upon receiving the item, it became evident that the Dyson Airwrap was, in fact, a refurbished unit. This directly contradicted the information I had been given before the purchase. I immediately contacted Nordstrom Rack customer service to explain the situation and request a return and refund, even though the product was listed as final sale.Given the circumstances that I had been misled by a representative of the company a return exception was granted. A customer service representative acknowledged the issue, accepted my return request, and provided me with a prepaid return shipping label.I returned the item promptly. The package was delivered to Nordstrom Rack nearly two weeks ago, but I have still not received a refund. I followed up multiple times via email and live chat, and even submitted screenshots as evidence of my initial conversation with the representative and the assurance of a refund within two business days. Despite this, I have received no resolution.I am filing this complaint due to Nordstrom Racks failure to uphold their refund promise and the unacceptable delay in processing my refund. I demand an immediate refund for this order. I am also requesting that Nordstrom Rack review their customer service practices to prevent misleading information from being provided to future customers.

      Business Response

      Date: 06/05/2025

      Dear ****** Sun,

      When looking into this, we found that our customer filed a dispute with their bank. At this time, the bank will work with our financial team directly and the customers bank will follow up with their findings. During these investigations, were not able to process any transactions. Please note that the decision made between Nordstrom and the bank will be the final result of this investigation. For updates, you can contact your bank directly regarding the dispute you filed.


    • Initial Complaint

      Date:05/27/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order number: ********* I placed an order through my Nordstrom account. I never received an email order confirmation or anything tracking information related to the items I purchased. I assumed my order didnt go through. A few days went by and I noticed two charges on my credit card from Nordstrom totaling $1016. I reached out to their customer service and was told that my phone number (use to be my cousins number) was linked to another account that is not mine. They were unable to merge my order into my account. They also told me my items were delivered. I had no tracking information related to these items so I have no idea what day they were supposedly delivered but my husband hasnt seen any packages. Nordstrom customer service said they will request a refund from their investigation department and will hear back soon. I want a refund for this error immediately. Im in the hole $1016 for your companys error!

      Business Response

      Date: 06/04/2025

      ******, thank you so much for reaching out and sharing your concerns with us. Were deeply sorry to hear about your experience, but were glad to see that your package has arrived! It looks like the email confirmation didnt come through because you accidentally used your cousin's email. Just a little reminder for next time to double check that your account has your email,and youll definitely receive all order updates. We truly apologize for any disappointment this may have caused.

    • Initial Complaint

      Date:05/27/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received a notice that I have a collection from NORDSTM/TD on my credit report. It says it was opened on 05/2006 for $6,731.00 with account number starting in ************* that I am not aware of nor am I responsible for. I never went into business with this company or signed any agreements with them so they should not be reporting anything on my credit. This is a violation of my rights as a consumer according to the **** and *****.

      Business Response

      Date: 06/06/2025

      *****, thank you for bringing your concerns to our attention and providing us the opportunity to respond. I have attached the response from Nordstrom ************* regarding your inquiry. Should you have any further questions about their response, please feel free to contact them directly at **************.

    • Initial Complaint

      Date:05/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Details such as these are useful:Date of the transaction 4/28/25 order #********* The amount of money you paid the business $838.34 What the business committed to provide you a pair of shoes What the nature of the dispute is I didnt get my package I told them on Saturday like 12am by 11am they already denied my claim but what investigation was conducted in 5 hours. Whether or not the business has tried to resolve the problem. They brushed me off no they have not

      Business Response

      Date: 06/03/2025

      ******, thank you so much for reaching out and sharing your concerns with us! We truly appreciate the opportunity to respond. We're deeply sorry to hear that your package wasn't received, and we understand how disappointing that can be. While we recognize that issues can happen once packages leave our facility, please know that the decision to refund or replace items reported as not received is at Nordstrom's discretion. Our Delivery Research department has looked into your case and, unfortunately, we wont be able to proceed with a refund or replacement at this time. We suggest filing a police report, and when the investigating officer contacts us with a subpoena, well be happy to share the details of our investigation. We also noticed that you've initiated a dispute with your bank, which is still open and under review. Your bank will work with our financial team and keep you updated on their findings. Its important to keep in mind that once a dispute is in progress, were unable to issue any refunds for your order to avoid any complications. The final resolution will ultimately depend on the decision made between Nordstrom and your bank during their investigation. For any updates regarding the dispute, we recommend reaching out to your bank directly.

    • Initial Complaint

      Date:05/23/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear *********** am writing to file a formal complaint regarding an unacceptable experience at ********* inside Nordstrom, ******, *********I purchased a custom suit and attended my first fitting on May 7th. The tailor confirmed it needed alterations and marked the adjustments. When I returned today, the associate insistedwithout evaluating the fitthat no further work was needed. I had to insist he bring the tailor back. The tailor agreed with me and made new *********** checkout, the same associate demanded I pay $110 for the alterations. I explainedand both the tailor and another associate confirmedthat alterations were included in the custom suit purchase. He refused to accept that, claiming they were wrong, and said no work would be done unless I paid.When I asked him to call a supervisor, he quickly claimed no one answered and that there was nothing he could do. When I asked his name, he said, I dont have a name.I asked the tailor to have the manager, *****, call me and left feeling frustrated and disrespected. This is not the level of professionalism I expect from Nordstrom or any affiliated business.Attached is my alteration ticket. I also took a photo of the associate if needed for identification. I urge you to address this matter seriously.Sincerely,***** *******

      Business Response

      Date: 06/02/2025

      Dear ***** *******,

      Thank you for bringing this to our attention. Our store manager has indicated she has contacted you and this should not be resolved.


      Customer Answer

      Date: 06/10/2025

      Dear Ms. ******************* you again for your assistance in resolving this ******* truly appreciate your support.

      I wanted to provide you with an update. The business has contacted me multiple times and indicated that they will refund the payment of $528.94 to my ****** account. However, as of today, I have not yet received the refund. The business originally promised the refund would be processed by the 5th.

      Thank you once again for your help.

      Best regards,
      Babak

      Business Response

      Date: 06/17/2025

      Dear ***** *******,

      Thank you for alerting us to this. We have alerted to the store and they should be following up with your shortly. 

      Customer Answer

      Date: 06/17/2025

       
      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. The dispute has been resolved completely. 

      Sincerely,

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

    • Initial Complaint

      Date:05/23/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter.NORDSTM/TD ACCOUNT no.: ************ DATE OPEN: 03/01/2020 BALANCE: $538.00

      Business Response

      Date: 05/30/2025

      *********, thank you for bringing your concerns to our attention and providing us the opportunity to respond. I have attached the response from Nordstrom ************* regarding your inquiry. Should you have any further questions about their response, please feel free to contact them directly at **************.

    • Initial Complaint

      Date:05/23/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order#*********|3/27/2025 Order#*********|3/27/2025 These two orders were returned by Nordstrom, but they didn't tell me the reason and didn't send me an email. I don't know why they returned my package. I really want the bunny doll I bought. I hope BBB can help me get my bunny back or give me a refund.

      Business Response

      Date: 05/30/2025

      ****, thank you for reaching out and sharing your concerns with us, allowing us the opportunity to respond. We understand your frustration regarding the non-receipt of your orders and the associated refund. Upon reviewing your request, we have determined that these orders were refunded in-store. Therefore, we kindly ask that you contact the store location with proof of purchase for the gift cards used in your order, as we are unable to proceed with your refund request. Acceptable proof of purchase includes images of the front and back of the gift cards, as well as the receipts for the gift cards used. We recognize that this may not be the resolution you were hoping for. Please understand that our decision is final, and we encourage you to work directly with the store regarding this matter. 

    Nordstrom, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.