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:05/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Terrible time with Nordstrom and their international shipping partner ***. Essentially the two of them cannot talk to each other, point fingers back and forth to deflect, etc.Feb 20 - Order placed. Shipping was 26 chf. After receipt, I go to return via the website and see that the return shipping is 67 chf - the return shipping costs are not posted anywhere beforehand. Why was it only 26 to ship to me but 2.5x that to ship it back?March 8 - 11 - Contacted CS for both ESW and Nordstrom. Both says they don't set the price, the other does. Eventually the Nordstrom CS *** says I can return the product myself and provided the return address.March 21 - 22 - Returned the package, with tracking. Followed all procedures discussed in previous emails with Nordstrom. Emailed both providing the tracking number. Told that as soon as the package is delivered, to allow 4 working days to receive the refund.March 29 - Tracking confirms delivery.April 4 - Emailed both to get an update. I have not yet seen a refund - Reported this info back to nordstrom.April 5 - Nordstrom responded with a blanket email directing me to ******************* will respond to my emails anymore. So I'm out about 200 chf for shoes I don't even have.

  Business Response

  Date: 05/23/2025

  Dear ******** ******,

  Thank you for alerting us to the situation. This is being researched by our team and we should have an update soon.

  Customer Answer

  Date: 06/02/2025

  Hi ******,

   

  The case hasn't been resolved. Nordstrom sent a response, via BBB, May 23 stating "Thank you for alerting us to the situation. This is being researched by our team and we should have an update soon." but I've yet to hear anything from them, so as far as I'm still concerned, nothing has been resolved and the complaint still stands. 

   

  Best, 

  **** ******

  Customer Answer

  Date: 06/09/2025

  Hi ******,  
  
  Nordstrom just refunded me. I am happy with the resolution. The case can be resolved (77055564046AD)
  
  Best, 
  Jenn
  

  
  

  Customer Answer

  Date: 06/23/2025

  Hello,  
  
  I'm writing in regards to Claim ********. Nordstrom emailed me June 7 stating a refund/appeasement payment in process. This has not happened as of Today, June 21. 
  
  I contacted them June 18 regarding the status. ** replied with a screenshot of their payment system as "proof" and said the problem was with my bank. The screenshot they sent only shows the original purchase in Feburary, a Chargback from my Bank in May, and then a Chargeback reversal. I asked for clarification on this and have yet to see a response. 
  
  Attached at a PDF of the above email conversation and their screenshot of "proof".
  
  As the case is not resolved, I would like it reopened. 
  
  Thank you, 
  **** ******
  

  
  

  Business Response

  Date: 06/30/2025

  Dear **** ******,

  Thank you for bringing this to our attention. We are currently researching the situation and should have an update soon.

  
  

• Initial Complaint

  Date:05/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name:NORDSTM/TD Account #: ****************Balance:$0.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  Business Response

  Date: 06/02/2025

  Dear Shavitta Shonetia ********,

  This is currently being researched by our team and we should have an update before the end of the day.

  
  

• Initial Complaint

  Date:05/15/2025

  Type:Order 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.

  Bought sneakers online, this is first time I bought something from this store. They sent me some kind of toy instead of shoes. Called customer service about this and been told to send it back to get refund. Also they said they don't have this sneakers in stock at all, and this was the only store that had the shoes online. I've been waiting for refund for about 3 weeks and made several calls to the customer service. The last time they said I'll get refund on May 12th. Today I asked them again and this time they said I won't get refund cause I didn't send them shoes. I think this is scam. They just charged me for the shoes and never had them in stock, just send some garbage instead. Also, despite that I have used guest checkout, they use my name and other personal information without my permission to send their ads to random emails and addresses.

  Business Response

  Date: 05/23/2025

  Dear ***** ****,

  Thank you for bringing this to our attention. Our records indicate a full refund has since been issued.

  
  

• Initial Complaint

  Date:05/15/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a formal complaint regarding an unresolved issue with my Nordstrom order (Order No: *********) placed on April 21, 2025, and fulfilled by ***, the international logistics partner.The order included two items of the same brand, Zwilling:Zwilling Cookware Set (delivered)Zwilling Knife Set (not delivered)Upon receipt, only the cookware set arrived, though the shipping label was misleadingly placed on the cookware box, suggesting both items were inside. This caused confusion, but in reality, the knife set was never shipped.I immediately reported this issue to *** customer service. They acknowledged the problem and requested a 3-day investigation period, which has since expired with no resolution or substantive response. Despite multiple follow-ups, *** has failed to provide assistance or clarity.This is an international order with a significant monetary value on the missing knife set. **** negligence and poor communication have caused undue inconvenience and concern.I am requesting BBBs intervention to ensure:- A formal investigation into ESWs handling of this order - Resolution in the form of a refund or delivery of the missing Zwilling Knife Set - Accountability for the misleading packaging and inadequate customer service - Attached are supporting documents including the order confirmation, photos of the received shipment, and correspondence with ESW.Thank you for your assistance.Sincerely,

  Business Response

  Date: 05/23/2025

  Dear Ali ************* are sorry to hear this was your experience. Our records indicate a full refund has since been issued for the items in question.

  Customer Answer

  Date: 05/23/2025

   
  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,
  
  Ali Der

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to a Nordstrom rack store and I had a ********** coupon for 20% off my purchase. I went to make a purchase and was told that the computers were old and that coupon could not be used when look up my credit card. I would have to choose another form of payment. *** the storms agent stated she could not do so. The computers were not working and I was told she would honor the coupon at a later time. I decked and requested she call customer service. Finally after 1 hour in the store she used her employee discount to take it off . I missed my appointment for a manicure and pedicure. I am shocked.

  Business Response

  Date: 05/23/2025

  Dear Brookelynne ********,

  We are sorry to hear this was your experience our store's manager will be reaching out to you directly to speak on the experience.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23331658
  
  I am rejecting this response because:
  I was offered 20% off and a beauty bag and thats not acceptable 
  Sincerely,
  
  Brookelynne ********

  Business Response

  Date: 06/02/2025

  Thank you for alerting us to your additional concern. We have reached back out to the store and they will be contacting you directly once again.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23331658
  
  I am rejecting this response because:
  I have retuned to the store and spoke with a manager and will be awaiting the issue to be resolved In its entirety.
  Sincerely,
  
  Brookelynne ********

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  05/12/2025 The problem is I am under a hardship financially and I joined a debt management program a month ago. They sent out the proposal with the payment which was rejected. Why was it rejected. I need to get my bill paid off. But meanwhile I an a curing fees and I can't afford it. I want this account on the debt management plan now.

  Business Response

  Date: 05/30/2025

  Gina, thank you for bringing your concerns to our attention
  and providing us the opportunity to respond. I have attached the response from
  Nordstrom Card Services regarding your inquiry. Should you have any further
  questions about their response, please feel free to contact them directly at 1.800.934.
  0009.

  Customer Answer

  Date: 05/30/2025

   
  
  Complaint: 23324454
  
  
  
  I am rejecting this response because: there is no response from nordstrom.   All it says is that you are
  
  waiting for a response. 
  
  Sincerely,
  
  
  
  Gina Elias

  Business Response

  Date: 06/04/2025

  Gina, I’m so sorry to hear that you had trouble accessing
  the attachments for Nordstrom Card Services' response to your inquiry. I've
  copied their response here for you and will reattach the documents as well. Please
  don’t hesitate to call the below number if there’s anything else we can help
  with!
  
  Dear Gina Elias,
  
  I’m writing to confirm we’ve received the second complaint
  you filed with the Better Business Bureau (BBB) regarding the payment program
  details on the above-referenced Nordstrom card account. Thanks for bringing
  your concerns to our attention and allowing us another opportunity to respond.
  According to our records we spoke to you on January 31, 2025, and you agreed to
  enroll in our Fixed Payment program for $11 per month for twelve months. On
  February 2, 2025, a letter outlining the terms of the program was sent to the
  address on file and on May 8, 2025, your account was denied for a third party
  payment program due to the account balance being less than $600. However, we’ve
  confirmed that your account remains in our Fixed Pay program for $11 a month,
  scheduled to end January 2026. Additionally, the most recent payment of $22 on
  May 9, 2025, was returned by your financial institution due to a stop payment.
  To maintain the agreed upon payment plan, you’ll need to continue to make your
  monthly $11 payments as outlined in the program terms. Enclosed for your
  reference is a copy of the terms letter mentioned above. Should you have any
  additional questions, don’t hesitate to reach out to us at 1.800.934.0009.

  Customer Answer

  Date: 06/04/2025

   
  
  Complaint: 23324454
  
  
  
  I am rejecting this response because:
  
  I am under a financial hardship and I did not give authorization for Nordstrom to debit my account on May 31st.  

  They denied that they debit my bank account which i did not authorize which i had to place a stop payment due to fraud.  Also i am with a debt management program which they rejected.   I think their reasoning to why is ridiculous.   
  
  Sincerely,
  
  
  
  Gina Elias

  Business Response

  Date: 06/17/2025

  Gina,
  thank you for reaching out and sharing your concerns with us. We appreciate the
  opportunity to respond. Below, I have included the response from Nordstrom Card
  Services and have also attached it for your review. 
  
  Gina
  Elias, I’m writing to confirm we’ve received the fourth complaint you filed
  with the Better Business Bureau (BBB) regarding the payment program details on
  the above-referenced Nordstrom card account. Thanks for bringing your concerns
  to our attention and allowing us another opportunity to respond. As previously
  stated, on May 8, 2025, your account was denied for a third-party payment
  program due to the account balance being less than $600. We confirmed that your
  account remained in our Fixed Pay program for $11 a month, scheduled to end
  January 2026. On June 2, 2025, you contacted our Account Services department to
  discuss two payments of $22 made on May 9, 2025, and May 31, 2025. At that
  time, we informed you that we weren’t able to process a refund for the May 31,
  2025, payment, as doing so would result in your account becoming past due. As
  of June 5, 2025, we’ve received two stop payment requests-one for the $22
  payment made on May 9, 2025, and another for the $22 payment made on May 31,
  2025. Please know to maintain the agreed upon payment plan, you’ll need to
  continue to make your monthly $11 payments as outlined in the program terms. To
  help safeguard your account and prevent unauthorized payments in the future, we
  recommend updating your Nordstromcard.com password. If you need help updating
  your password or have any questions, please don’t hesitate to reach out to us
  at 1.800.934.0009.

• Initial Complaint

  Date:05/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was gifted a Nordstrom gift card worth $100 in December. I scratched off the access code around May 1st to use it on the Nordstrom website, but the the numbers were not fully printed on the code, giving me an incomplete and unusable access code. I contacted a support chat agent who I gave the gift card number, and what digits from the access code were legible, and he assured me that they could replace it with an e-gift card worth the same value via my email.They then contacted me asking for pictures of the card, which I provided, and a copy of the receipt, which is an outrageous thing to ask for a gift card given it was bought by someone else and wrapped in a card, so I obviously didn't have that. After I responded they simply didn't respond back, and closed the support ticket. After a couple days I determined they weren't going to write back, so I reached back out expressing how their support agent assured me this could get resolved quickly, and that it was impossible for me to get a receipt for that card.Finally, they responded saying they felt the situation required additional research, and were launching an "investigation" that an agent would report back to me upon completion. Well, they email me again the next day saying that the card "was used without your permission" and that they "flagged the transaction(s) on our end" and to "contact local law enforcement" while providing zero evidence of those transactions taking place. They conclude that because of this, they are unable to issue me another card.I didn't find this to be satisfactory, considering they had every motivation to and no reason not to just fabricate these "transactions" so they wouldn't have to issue me a replacement gift card. I replied saying if they didn't resolve this or somehow explain how the gift card that was sitting unscratched in only my possession was used by someone else, that I would be filing complaints with the *** and BBB, so here we are.

  Business Response

  Date: 05/22/2025

  *****,thank you so much for reaching out and sharing your concerns with us. We're truly sorry to hear that someone has used your gift card without your permission. We completely understand how upsetting this situation can be. Just a quick note: gift cards are treated like cash, so we generally dont issue refunds for missing funds. However, if you could provide the date the gift card was purchased or received, along with a picture of the receipt or a copy of the email confirmation, wed be more than happy to review it for replacement consideration. We sincerely apologize for any disappointment this may have caused, as Im sure this isnt the outcome you were hoping for. Thank you for your understanding.
  

• Initial Complaint

  Date:05/14/2025

  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 purchased a gift card in a store and on the very first use the gift card showed an invalid card error. This was after trying to send my friend an electronic gift card by email. Contacting the customer care was no help. They just mentioned that it was blocked because of invalid usage of the access code, which I know is made up, because I have tried and got the invalid card error every single time. ************* also asked me for store receipts and photos of the cards which I promptly provided but in the end somehow my $100 have clearly disappeared. I am all for fraud verification but that should not be a pretext for simply appropriating customers money

  Business Response

  Date: 05/23/2025

  *******, thank you for contacting us and for sharing your concerns. We appreciate the opportunity to address your situation. I sincerely apologize for the inconvenience caused by not being able to use your gift card.We have issued you a new gift card, which will be dispatched within ***** hours. If you have any further questions, please do not hesitate to reach out to us at ************. 

  Customer Answer

  Date: 05/30/2025

   
  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:05/13/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/1/2025 I ordered a dress and other items from Nordstrom Rack online. Instead of the dress I revived a sweater that I did not order. I contacted them and they told me that I had to send it back in order to get a refund, and then reorder the dress I originally ordered AND pay shipping for the new dress. I called and talked to another agent who said she could order the dress and cover shipping so I did that. I then sent in the sweater that was sent to me with the return label that was sent to me and just received a partial refund with $10 subtracted for me to send back a sweater that I had never ordered to begin with and had to return in order to get a refund. I was charged $10 and took my time to go to the post office to correct their error. I was not informed of this charge and find it unacceptable to be charged to return their mistake! I emailed them twice and have not heard back.

  Business Response

  Date: 05/20/2025

  ****, thank you so much for reaching out and sharing your concerns with us. We really appreciate the chance to respond. I'm truly sorry to hear that you received the wrong item; that must have been quite frustrating! I've taken care of getting that return shipping charge refunded to you, so you can expect it back on your original form of payment. If you have any more questions, please feel free to give us a call at ************. 
  

  Customer Answer

  Date: 05/20/2025

   
  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. Thank you for following up with the company to get this resolved! 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Type: Product Not Received / ********************* I placed an online order with Nordstrom totaling approximately $2,440 for essential baby items, a stroller and accessories. The items were marked as delivered by *** while I was away caring for my newborn in the ***** When I returned home, none of the packages were there. I immediately reported the issue to Nordstrom and requested a replacement.Despite explaining the situation, including the fact that I was at the hospital for *** emergency with my newborn who has been struggling with health issues, and not home during the delivery window, Nordstrom denied my request and stated that their decision was final. They refused both a refund and reshipment. I offered to provide supporting documentation and filed a police report regarding the missing packages.This purchase was critical for my newborn, and it represented the only funds I had to prepare for her. I chose Nordstrom because I trusted them, and Im devastated by the lack of support and accountability.I am seeking a full refund or reshipment of the items I never received.

  Business Response

  Date: 05/27/2025

  Dear **** Zouiche,

  We are very sorry to hear that you did not receive the contents of your packages 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.