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

Customer Complaints Summary

1,603 total complaints in the last 3 years.
415 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.

Initial Complaint
Date:05/07/2025
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.
On May 6th I contacted the **************** ********************** regarding a late fee that had been assessed on my Nordstrom Credit Card Account. I have been in the hospital for the better part of two months with a condition that no one has been able to diagnose. To say I am very sick is an understatement.I explained this to a supervisor named ****** who showed no regard for my condition or circumstances. ****** stated that since I had two previous late fees waived that I was not eligible for a third. I reiterated to ****** that I had been in the hospital for a long period of time and was simply unable to make the payment on time given the circumstances. ****** couldnt have cared less. She showed no compassion or understanding and kept coldly repeating the company policy. Not satisfied with Haileys response, I asked to speak with her supervisor. The next day I received a call from a manager named *****. ***** was no more sympathetic or understanding than ******. I told ***** about my hospitalizations and like ******, ***** kept repeating the company policy. When I asked to speak with Blairs manager, she told me there was no one higher than ****** is disconcerting that both ****** and ***** refused to take my circumstances into account. Nor did they bother to take my overall payment history into account. Aside from a couple of isolated occasions, I pay my Nordstrom bill either early or on time. Given my good payment history and my current circumstances, the late fee that has been assessed to my account should be waived. If Nordstrom made a mistake with an order I placed, Im sure Nordstrom would want me to be understanding. I should be given the same consideration and the late fee on my account should be waived.Please have someone contact me as soon as possible so that this matter can be resolved.
Business Response
Date: 05/22/2025
*******,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:05/07/2025
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 emailing to Nordstrom since I got email said Nordstrom is unable to refund my request for the Akris Leather Jacket-*********. I returned it because it is wrong size order, it didn't fit. Last time I got a wrong size order for my tshirt too, and am very disappointed with this. And they emailed me and said they cannot refund me money and also they hold my return item . I dont know what else to do. I have all the proof that I purchased in Feb and returned in April 5.Please help me. I disputed the charge and called my bank to open the claim.
Business Response
Date: 05/23/2025
*****, thank you for reaching out and sharing your concerns with us. We sincerely apologize for our inability to issue a refund for the item you returned, which has since been sent back to you. Please be advised that returned items must be in the same condition as when they were received: unworn, undamaged, unaltered, and with the original tags. Items that do not meet these criteria will not be eligible for a refund. We note that this item was shipped back via ***** and was delivered to you on April 29th. Should you have any further questions regarding this matter, please feel free to contact us at ************.
Initial Complaint
Date:05/06/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
ordered a perfume and did not received after checking delivery picture notice it was sent to the wrong house I contacted Nordstrom they refused to help me and did not investigate. they even got my information wrong when contacted me.
Business Response
Date: 05/19/2025
****,thank you so much for reaching out and sharing your concerns with us. We truly appreciate the chance to respond. We're deeply sorry to hear that you haven't received your package. Our Delivery & Research team took a close look at your complaint, and after careful consideration, we have to stand by their decision not to issue a refund for the missing package. Our findings confirm that the package was delivered. If theft may be involved, we recommend filing a police report. If you have any other questions, please feel free to continue the conversation with our financial services team through the ongoing email thread, or you can give us a call at ************.
Customer Answer
Date: 05/20/2025

Complaint: 23295760

I am rejecting this response because:
Package wasnt stolen it was delivered to the wrong address as I mentioned in my previous complaint.
Sincerely,

**** Alejandra *****
Business Response
Date: 05/30/2025
****, thank you so much for reaching out and sharing your concerns with us. We truly appreciate the opportunity to respond. After looking into your order and matching it with the delivery confirmation from the Carrier, we see that the package was delivered to the address you provided. Unfortunately, we wont be able to offer a replacement or refund at this time. Since it seems the package may not be in your possession, we recommend contacting the police to file a report. Were deeply sorry for any disappointment this may cause.
Customer Answer
Date: 05/30/2025

Complaint: 23295760

I am rejecting this response because like i mentioned in my previous email my package was delivered to the wring house even the picture that they took doesnt look like my house. How can you guys said it was delivered to the right address if it wasnt? And then your agents having the wrong name when they replied to my emails it makes it look like they just used automated responses. Make it right!

Sincerely,

**** Alejandra *****
Business Response
Date: 06/04/2025
****, thank you so much for reaching out and sharing your concerns with us. We appreciate your understanding that the order was delivered to the address you provided. Unfortunately, we will need to stick with our decision on the refund for this order. Since the package is missing, we kindly suggest filing a police report. If it helps, youre also welcome to share a picture of your home with the address visible.
Customer Answer
Date: 06/04/2025

Complaint: 23295760

I am rejecting this response because it shows delivered to my address but in the actual picture is another house. i just want my money or a redeliver of my item. you guys should investigate with the carrier and not making this matter so difficult.

Sincerely,

**** Alejandra *****
Business Response
Date: 06/09/2025
****, thank you for reaching out once again and sharing your concerns. We fully understand your desire to have this matter resolved.However, as previously stated, we will not be issuing a refund, as our records indicate that the item was delivered to the address you provided. We understand that this may not be the outcome you were hoping for, but please note that this decision is final. If you have any further questions regarding this matter,please do not hesitate to contact us at ************.
Customer Answer
Date: 06/09/2025

Complaint: 23295760

I am rejecting this response.
you keep saying it was delivered to the right address when im telling you that the picture that was sent as proof of delivery it wasnt even my house and the *** that I emailed didnt have my right name or my right info when he emailed me back. You guys need to take responsibility for it. Its not like i spent $30 dollar for it and even if it was is the principal of you guys not taking responsibility for it and brushing it off.

Sincerely,

**** ********* *****
Business Response
Date: 06/13/2025
****, thank you for reaching out to us and sharing your concerns. We understand your eagerness to resolve this matter, particularly given the distress of not having received your package. As previously mentioned, we have successfully delivered your order to the address you provided. We acknowledge your position regarding the photograph that was submitted, and we kindly request that you provide a picture of your home with the address clearly visible. This will allow us to review the situation and determine the next steps. You may submit the pictures here via the BBB or email them to *********************************** Thank you for your cooperation.
Initial Complaint
Date:05/06/2025
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.
Re: Dispute of Account Number ********* Fraudulent Activity Dear *********** am writing to dispute the account listed under the reference number above on my credit report. This account was opened without my authorization, and I have no recollection of applying for or agreeing to any terms with NORDSTM/TD. As a result, I believe it constitutes fraudulent *********** accordance with 15 USC 1692g (Validation of Debts), I am requesting that you provide verification of this debt or a copy of the judgment within 30 days of this notice. To date, I have not received any signed documentation or contract that proves I consented to this account. Without a valid, signed agreement, there is no legal basis for this account to be associated with my name.Since I believe this account was fraudulently established, I request its immediate removal from my credit report and ask that all collection activities related to this account cease. If you are unable to provide the necessary documentation within the 30-day period, you are required by law to remove the account from my ********************** file and stop any further collection attempts.Please confirm receipt of this letter, and inform me of the next steps to resolve this issue.
Business Response
Date: 05/15/2025
Dear ****** ***,
Attached you will find our response to the complaint. Thank you!
Initial Complaint
Date:05/06/2025
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 submitting a complaint against Nordstrom regarding their mishandling of my order #********* and their refusal to issue a refund for lost items.The order included two pairs of shoes, priced at $59.99 and $49.99 respectively, shipped via *** under tracking numbers 1Z58X1X00389563774 and 1Z544W8R0334924596. Both packages were misdelivered and are now officially classified as lost by ***. Following their investigation, *** has confirmed the loss and issued a reimbursement claim to Nordstrom.I have provided Nordstrom with all supporting documentation from ***, which clearly states the packages were never delivered to the correct address. Despite this, Nordstrom continues to reference an invalid proof of delivery which lacks any signature or confirmation and refuses to acknowledge ***s findings or process my refund.Their ongoing failure to cooperate with *** and refusal to refund me, despite being in possession of the reimbursement claim, is unacceptable. I have made multiple attempts to resolve this directly, but Nordstroms responses have been dismissive and evasive, placing blame on me rather than addressing the facts.I respectfully request the BBBs assistance in securing a full refund of $109.98 for the undelivered items, and a formal response from Nordstrom regarding their mishandling of this matter.
Business Response
Date: 05/19/2025
Lizzy, thank you for reaching out and expressing your concerns. We regret to hear that you have not received your packages. After consulting with ***, we have confirmed that the packages were delivered. Therefore, after thorough review and careful consideration, we will not be able to honor a refund for the missing package from this order and will uphold the decision made by our Delivery &Research team. If theft is a possibility, we highly recommend filing a police report. For any further questions, please refer to the ongoing email thread with our financial services team. You may also contact us at ************.
Customer Answer
Date: 05/21/2025

Complaint: 23292055

I am rejecting this because, I must respectfully clarify that the information provided regarding *** confirming delivery is not accurate.
I have attached screenshots from the *** website showing that both packages are listed as lost, and a claim has already been issued to Nordstrom. Additionally, I have personally spoken with ***, and they confirmed that neither package was delivered and that they are currently awaiting required documentation from Nordstrom in order to process the refund.

Given this, the claim that *** confirmed delivery is factually incorrect. I urge Nordstrom to verify this directly with ***, as the current basis for denying a refund is unsubstantiated and contradicts ***s own records.

I kindly request that this matter be re-evaluated in light of the attached evidence. I trust Nordstrom values transparency and customer service and will take the appropriate next steps to resolve this issue fairly.

Thank you for your attention to this matter. I look forward to your prompt response.

Sincerely,

***** *****
Business Response
Date: 05/28/2025
Lizzy, thank you for reaching out and expressing your concerns. We understand your desire for a resolution and sincerely regret to hear that you have not received your packages. As previously stated, we have collaborated closely with ***, which has confirmed the delivery of these items. Unfortunately, we are unable to proceed with issuing a refund. Given that you do not have these packages, we suspect that theft may have occurred and kindly recommend that you file a police report. We apologize for any disappointment this situation may have caused, as we understand it is not the outcome you were hoping for.
Customer Answer
Date: 06/03/2025

Complaint: 23292055

I am rejecting this response because:
I would like to clarify that I have already provided screenshots from the *** website clearly indicating that both packages are deemed lost. To date, Nordstrom has not presented any actual evidence or documentation of communication with *** confirming that these packages were delivered. Therefore, the statement that *** confirmed delivery is inaccurate and misleading.
I have also contacted *** directly regarding the status of these packages and will upload their official response as soon as I receive it. If *** confirms the loss in writingas suggested by their current tracking updatesit will further support my position.
It is extremely disappointing to see Nordstrom handle this situation by making unverified claims instead of working constructively toward a resolution. Making false statements about communication with ***, without evidence, is unacceptable customer service.
As previously mentioned, I have submitted a formal complaint to the ***, including all relevant evidence and screenshots. The *** will also be addressing this dispute.
I urge you to review this matter seriously and respond with accurate information and proper documentation.

Sincerely,

***** *****
Initial Complaint
Date:05/04/2025
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 placed an order at Nordstrom on April 16th, paid with a Nordstrom gift card that had $52.80. A few hours later, I received an email that the order was canceled, and I was told a refund would come in 23 days.Since then, I have checked the gift card balance, and the money was never returned. I called Nordstrom many times, emailed them, and went to the store but no one has helped me. They all gave the same answer, but the money never came back.I have a cancellation email and photo of the gift card as proof. I am asking for my $52.80 refund to be returned to the gift card as promised. This issue is very important to me.Thank you.
Business Response
Date: 05/05/2025
*****, thank you for reaching out and expressing your concerns. I sincerely apologize for the inconvenience regarding the non-receipt of your gift card. I have been in communication with the store manager, ****, who has confirmed that a gift card is en route to your home. Additionally, **** has reached out to you to share this positive update. Should you have any further questions or concerns, please feel free to connect with **** or our Care team at ************.
Initial Complaint
Date:05/04/2025
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.
Returned 2 items to the Boston rack store in the end of April the $ went back to a gift card which isnt an issue. The issue is the system keeps saying theres no money on the card and I never used the card then when I contact customer service they are NO HELP. So with that said I need someone to figure out what happened to the funds
Business Response
Date: 05/15/2025
*****, thank you for reaching out and sharing your concerns with us. I sincerely apologize for the inconvenience you experienced with your gift card. Upon reviewing your case, I noted that a new gift card was issued and sent to your Yahoo email account on May 4th. I have confirmed that the funds are available on the gift card and have resent it to your email today, May 15, 2025. If you have any further questions, please do not hesitate to contact us at ************.
Initial Complaint
Date:05/01/2025
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 placed an order couple days ago, it supposed to arrive April 30th, 2025, but I didn't see any package in front of my door when I got home just few hours after. I tried to contact the store customer service, they refused to give the refund and insisted that it showed delivered. I don't think I should pay for something I never received.
Business Response
Date: 05/06/2025
Dear **** ****,
We are very sorry to hear that you did not receive the contents of your package and for the disappointment caused during the review of your claim. Our delivery research department have communicated with you that we will not be able to move forward with a refund or replacement following the results from our internal investigation. If you have not already done so I would advise filing a police report. Once the investigating officer contacts us with a subpoena, we will be able to release the details of our investigation and any other details we have gathered regarding the delivery.
Customer Answer
Date: 05/12/2025

Complaint: 23275462

I am rejecting this response because:

Sincerely,

**** ****
Initial Complaint
Date:04/28/2025
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 have been a Nordstrom card holder for many years. I purchased a pair of shoes for my daughter from Nordstrom Rack and they were too small. I called to exchange the shoes and was told I cannot exchange them. I have to return them and purchase the right size. I was okay with that, until I was told I have to pay for shipping. I paid for shipping to purchase the shoes, then she told me I have to pay for shipping to return the shoes and then pay for shipping to buy the new pair. That is more than the shoe. The shoe is only *****. That is totally ridiculous, I don't live near a store, so in order for me to avoid all of that I have to drive to the store which is over 30 minutes away and with traffic is easily an hour. I will never purchase again from Nordstrom Rack. They should be ashamed of themselves. I am now contiiplating closing my account because that is horrible. People buy online all the time, can you imagine how often you may get something that is the wrong size!
Business Response
Date: 04/30/2025
***** thank you so much for chatting with me today. We truly appreciate you as a valued customer and are grateful for the feedback you shared. Im deeply sorry for any disappointment you experienced, and I appreciate the opportunity to address your concerns and regain your trust. If you have any more questions or need anything else, please feel free to reach out to me directly.
Initial Complaint
Date:04/25/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order number: 532536891Order date: 04/07/2025Order status: days delivered but i did not get itALL I GOT WAS THE THE 2 EYE BROW PENCILS I DID NOT GET THE REST OF MY ORDER Shipping to: ***** ******, ****************************************************************,
Business Response
Date: 05/06/2025
Dear ****** ******,
We are very sorry to hear that you did not receive your package and for the disappointment caused during the review of the claim. Our delivery research department have investigated this thoroughly and show that the order was successfully delivered. 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.
Customer Answer
Date: 05/06/2025

Complaint: 23248897

I am rejecting this response because:

the bank already ruled in my favor
Sincerely,

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

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Nordstrom, Inc. is NOT a BBB Accredited Business.