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

  7883 N Blackstone Ave Fresno, CA 93720-4307

• 

  Nordstrom

  1600 Stoneridge Mall Rd Pleasanton, CA 94588-3246

• 

  Nordstrom

  1651 Arden Way Sacramento, CA 95815

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:05/15/2025

  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.

• Initial Complaint

  Date:05/11/2025

  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 placed an order with Nordstrom Rack, which according to tracking was marked as delivered on May 6, 2025. However, I never received the package. I promptly contacted Nordstrom Racks customer service to report the issue and requested either a replacement or a refund. I explained that I did not receive the package.Nordstrom Rack refused to provide any form of compensation, stating that since the package was marked as delivered, they would not proceed with my request. They advised me to report the matter to local authorities, which I find unreasonable for a retail transaction, especially given that I acted in good faith and reported the issue immediately.I believe this is poor customer service and an unfair resolution, as I am now left without the product I paid for, with no support from the company. I am seeking assistance through the Better Business Bureau to help resolve this matter.

  Business Response

  Date: 05/21/2025

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

  Thank you for bringing this to our attention. Our records indicate you have since spoke with customer care and a full refund has been issued.

  Customer Answer

  Date: 05/21/2025

   
  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:05/08/2025

  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.

  I am filing this complaint against Nordstrom/*********** regarding the grossly inaccurate balance of $4,397.00 reported under account number ****************. This balance is completely erroneous and has no legitimate basis in my financial history. It is evident that this error is the result of a data breach that has compromised my personal information, leading to this significant financial harm. I am deeply concerned that Nordstrom/*********** has failed to secure my sensitive data and prevent this incorrect reporting, despite the severe impact it is having on my financial stability and overall well-being. This reckless disregard for my rights as a consumer is a clear violation of the Fair Credit Reporting Act (FCRA), specifically 15 USC 1681i, which requires that all data furnished to credit reporting agencies must be accurate and promptly corrected when errors are identified. Furthermore, under 15 USC 1681n, Nordstrom/*********** is exposed to substantial legal liability for willfully failing to comply with these obligations, including actual damages, punitive damages, and attorney's fees. The ongoing presence of this false balance on my credit report is not just an oversight but a severe breach of my rights, resulting in unnecessary financial hardship and emotional distress. I demand that Nordstrom/*********** immediately investigate this matter, correct the false balance, and take all necessary steps to prevent further damage to my financial health. If this issue is not resolved swiftly, I will pursue all available legal remedies to hold Nordstrom/******* USA accountable for the damage they have caused to my financial reputation and peace of mind. This ongoing negligence is unacceptable, and I expect immediate corrective action to restore the accuracy of my financial records.

  Business Response

  Date: 05/23/2025

  *****,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:05/08/2025

  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 am reaching out in hopes of receiving assistance with an issue Ive experienced involving Nordstrom gift cards.I was gifted two Nordstrom gift cards for my birthday, and when I recently attempted to use them, I was surprised to find that both had a $0 balance. I called the customer service number listed on the back of the cards, and the representative informed me that the cards had already been used. When I explained that I had received them as gifts and had never used them, the agent stated that the cards may have been compromised.Unfortunately, it has been over a year since I received the cards, and I feel awkward asking the gift giver for more details. I have attached photos of both gift cards to this message in hopes that Nordstrom may be able to help me resolve this ********* a loyal customer who is now preparing for the arrival of my baby, I would truly appreciate any assistance Nordstrom can offer. I had planned to use these cards for baby items, and its disheartening to find they are unusable through no fault of my own.I appreciate any help!

  Business Response

  Date: 05/22/2025

  ******, 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 the compromise of your gift card. After careful review,we have decided to issue you a new gift card, which will be dispatched by the end of the next business day. If you have any further questions, please do not hesitate to reach out to us at ************. 

• Initial Complaint

  Date:05/07/2025

  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 purchase 14 gift cards from ********** for Nordstrom - the total value was $5400. I purchased them on April 23, 2025. I was the victim of a telephone scam wherein fraudsters demonstrated to me that they were owed $5400 - they posed as *** Communication Security stating I may have been involved with a breach and they had to check my computer - the said I was involved and was I was owed $600 as part of an FTC lawsuit. When I punched in the number $600 they number went to $6000 so it appeared that I owed them $5400. I asked them to reverse it but they said the only way to pay them back was through gift cards. The computer screen displayed that *** Refund went directly into my account. I purchase the gift cards and after giving them $2000 I said I had to confirm with my bank then I realized I had been duped. I now have 10 gift cards that were never opened and unused. I reported the incident to Nordstrom that same evening and the customer service representative WIPED CLEAN all of the cards. So the remaining $3400 which belongs to me were cleaned - I have her full name have since informed the *********************** at Nordstrom of the issue - they have absolutely horrible and have still not returned the value or credited me the sum of $3400 that I am owed. I have filed a dispute with my credit card company, I have filed a *******'s report, I have filed an FTC report and I have a claim # with **********. I have provided everything that Nordstrom has requested of me without any result. I hope you are able to get them to comply / recognize that the $3400 needs to be returned to me. I have lost the $2000 (cards) that I gave the fraudsters the numbers

  Business Response

  Date: 05/23/2025

  We have communicated with the customer, who has indicated that she will provide the requested information needed to proceed with her request at a later time.We will continue to work directly with her when she returns for assistance.
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23300457
  
  I am rejecting this response because: I took the gift cards to a Nordstrom store and they informed me there were no funds on the cards (we tested one of the cards). I am now dropping my claim as the retailer, not Nordstrom, whom I purchased the cards has made me whole.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 05/30/2025

  *********, thank you so much for reaching out and sharing this with us. Thats fantastic news! I'm really glad to hear that the third-party location where the gift cards were purchased was able to issue a refund.