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, Inc.

  9851 S Eastern Ave Las Vegas, NV 89183-6900

• 

  Nordstrom, Inc.

  4320 N Oracle Rd Tucson, AZ 85705-1634

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  Nordstrom

  10300 Little Patuxent Pkwy #ns Columbia, MD 21044-3341

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  Nordstrom

  1701 Preston Rd # D1 Plano, TX 75093-5146

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:04/24/2025

  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.

  Account Name: **********************/******* USA Partial Account Number: ****************Balance: $587.00 This complaint is to report the continued inaccurate charge-off being reported by NORDSTROM/******* USA for account **************** with a balance of $587.00. Despite previous disputes, no legally admissible documentation has been submitted by the furnisher to validate this charge-off. There is no contract signed by me, no statements showing account activity, and no explanation of the charge-off determination.The **** under 15 U.S.C. 1681i and 1681s-2(b) mandates that all disputed credit entries must be verified through a reasonable investigation. Continued reporting of an unverifiable account violates these statutes. Moreover, the lack of response or compliance exposes the company and the credit bureaus to liability for damages.I am demanding immediate deletion of this account from all consumer reporting agencies. Any further delays or refusals will be escalated through legal avenues and regulatory complaints.

  Business Response

  Date: 05/09/2025

  *******,thank you for reaching out and sharing your concerns with us giving us an opportunity to respond. Attached for your reference are the Nordstrom Credit departments response. Should you have any questions, dont hesitate to contact us at **************.

• Initial Complaint

  Date:04/24/2025

  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.

  Purchased 2/13/2017Nordstrom return policy at the time was a lifetime guarantee.Shipped 2/15/24 using return shipping label provided by Nordstrom, and delivered to Nordstroms return location 2/16/24 ****** shipping confirmation attached)Nordstrom refusing to refund and/or ship back jacket to me. (Email refusal attached)

  Business Response

  Date: 05/06/2025

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

  We are sorry to learn about the situation. Our records indicate that you have recently spoken with our care team and a full refund was issued.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23246429
  
  I am rejecting this response because:

  I requested for the refund to applied to the original payment (credit card). I was sent store credit instead. I do not intend to shop here any longer, and prefer to get a refund to my account.

  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 05/15/2025

  Dear ****** ****,

  The order in question is from 2017. On an older order like this our only option is to issue a store credit. We apologize for the disappointment. 

  
  

• Initial Complaint

  Date:04/24/2025

  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.

  Hello,Order number: ********* Order date: 04/18/2025 In This Package Date shipped: 04/21/2025FedEx tracking number: ************ PRODUCT ********************** Cartier Preowned Roadster Leather Strap Watch, 38mm SILVER, Size One Size Price: $10,213.00 Qty: 1 Here is an actual copy and paste from my order information. I placed this order and ***** dropped off without a signature my watch at the front drop. A few hours later, a *** personnel picks up the package and leaves with it! I have no idea what is going on and Im appalled at how this occurred! How does someone like Nordstrom not have a package signature delivery for which a high value!!!! I was at work so by the item I came home and reviewed the videos I knew what occurred. I immediately called customer service and requested a manager on 4/23/2025. Today, I receive an email with this. Hi Supreme Exports,Unfortunately, we are unable to process your refund request. If you have any questions or concerns, please contact us at [email protected] number: ********* How is this possible I never received my package!!!! *********************************************************** This is the video of the *** person picking up the package. ***********************************************************

  Business Response

  Date: 05/13/2025

  *****,thank you for reaching out and expressing your concerns. We appreciate the opportunity to respond. We sincerely apologize for the inconvenience caused by the non-receipt of your item and understand your disappointment. We value your patience and the time you took to discuss this matter with us during our thorough investigation. As per our conversation, I am pleased to inform you that we have processed and issued your refund as of May 6, 2025. Additionally,we have shared your experience and feedback with our Supportability teams to prevent similar issues in the future. Thank you for your patience and understanding. 

  Customer Answer

  Date: 05/13/2025

   
  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.
  

  I also would like to send a personal thank you to Venus, who is part of Nordstrom and the time/effort she put into this resolution. 

  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:04/23/2025

  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.

  Im writing to express my deep frustration and disappointment regarding a recent order that was marked as delivered but never reached me. The packages were not only expensive, but they were also carelessly left at a neighboring doorstep not mine and without requiring a signature. The purchase was made on March ******* and set to be delivered on April 2, 2025 I was home the entire day of the delivery. No one knocked, rang the bell, or made any visible attempt to notify me of the drop-off. For high-value items, I find it unacceptable that no signature was required and that your delivery partner left the packages in an unsecured, incorrect location.When I contacted Nordstrom about this issue, an agent assure me that a refund was being made, later that day I was emailed and told that a refund could not be issued. I find this response unacceptable. I did everything right as a customer placed the order, paid in full, and was home for the delivery. I now have no product, no refund, and no accountability from your team or your delivery partner.I am requesting immediate reconsideration of my case. *** filed a police report regarding the theft and can provide documentation if needed. Please escalate this to a supervisor and advise on next steps to resolve this matter appropriately.

  Business Response

  Date: 05/02/2025

  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.

• Initial Complaint

  Date:04/23/2025

  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 reached out to Nordstrom customer service to locate a missing refund, and I was connected with a representative named Rafirio. Over the course of an hour, Rafirio gave me three completely different explanations about where my refund had goneincluding one that involved a refund being issued to a card that isnt even valid. Eventually, he told me the refund had been issued as a partial Nordstrom Note, and credit card refund and claimed I had an additional $180 in Notes. I asked him if he was sure, and he confidently said yes, even adding that he had already emailed them to me. When I said I hadnt received anything, he claimed to resend them and verified my email address ******** that moment, I knew he was lying. I didnt say it aloud, but I felt completely deceived. Its incredibly upsetting and disappointing to be knowingly lied to by a Nordstrom employeeespecially while trying to resolve an issue. I asked to be transferred to a supervisor since we had already been on the phone for over an hour.When I spoke with the supervisor, she immediately confirmed that Rafirios claims were false. There were no Nordstrom Notes, and none had been issued in the amount of $180 nor emailed. She explained that part of my refund had been processed to a MasterCard, but it didnt cover the full amount. She also told me there was nothing more she could do and advised me to call the store the next day.The experience left me feeling misled, dismissed, and incredibly frustrated. I expected better from Nordstrom.

  Business Response

  Date: 05/02/2025

  Dear **** O,

  We are sorry to hear this was your experience. We will review the conversation with the representative. 

• Initial Complaint

  Date:04/21/2025

  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.

  November 2024, I purchased shoes which were defective. I was given a store credit rather than having my card account ************************. When I tried to make an online purchase with my credit, I was told the credit had already been used, which was not possible. I was given no recourse other than to physically go to the store to talk with a Manager. I did so and was told no Manager would be able to help as it was an online issue (?) I have made numerous calls for assistance to no avail. My credit is being damaged due to what Nordstrom claims is an unpaid charge to my account rather than what should be reflected as a credit. The Sales Associate who gave us the credit is no longer employed at the store.

  Business Response

  Date: 04/30/2025

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

  Our records indicate that the purchase in November was originally made with a gift card. Returns are processed to the original form of payment which aligns with why the return credit was issued back in the form of a gift card. If you provide the gift card number we would be happy to take a further look, but lost or stolen gift cards are not able to be replaced per our policy. 

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23230542
  
  I am rejecting this response because:  the response does not address the issue.  I have been given a gift card as a credit which is not valid. I have been back and forth with numerous Nordstrom **************** ***** each giving me a different response, none of which address the issue.  I am due a credit in excess of $178.  and I am getting no where in having my issue resolved. I've attached the card and a copy of the receipt which was to be the balance on the card. It's bad enough I had to return a pair of shoes which fell apart in 2 days, now I've been chasing my refund in excess of 5 months. 

  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 05/06/2025

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

  We have reviewed the gift card in question and can confirm that it was loaded with a $178.82 return credit on 11-18-2024. The original purchase was made with two Nordstrom gift cards on 11-10-2024 totaling $178.82. This confirms that the account is in balance and all credits have been issued. 

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23230542
  
  I am rejecting this response because:  I am not sure I understand the reponse.  Is the Merchant saying there is a credit balance of $178. on the gift card?  The card has been rejected and I cannot get a balance amount on the card from the Nordstrom Website.  If the Merchant is claiming there is no balance on the card, please provide details of usage.
  
  Sincerely,
  
  ******* ***

  Customer Answer

  Date: 05/19/2025

  I had responded earlier but received no reply.

  I did not understand your response - are you saying the credit I received is still valid?

  I have tried to enter the card number for the balance and am told there is zero balance.

  I did not use the credit on any purchase.

  Please advise how I should proceed to access my $178. credit which has been withheld from me since November of 2024.

  I can be reached directly via email ************************ or by phone ************.

   

  Thank you -

   

  ******* ***

   

• Initial Complaint

  Date:04/19/2025

  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 bought a **** Saint ******* The Slim Velvet Radical Matte Lipstick(311 RELEASED NUDES) on Nordstrom. Transaction date is 4/18/2025, and I received the package on 4/20/2025. The grand total of payment is $25.86.However, they sent me a totally wrong item, a Dior beauty. I asked them to replace a correct item for me, but they refused due to it is sold out. So I suppose they are cheating me because they sent me a wrong item. In this case, I asked them for a full refund without item return as a compensation. They refused again and asked me to return the wrong item otherwise they will not refund me.Due to their mistake, now I need to pay more for it on other websites. In this case, I request to get a refund without return as a compensation.

  Business Response

  Date: 04/28/2025

  **** we're really sorry to hear that you received the wrong itemit must have been quite disappointing! Our Care Team is here to help and has offered to exchange the item or assist with a return. I completely understand your concerns about the inconvenience and the desire to keep the item while receiving a refund, but unfortunately, we can't accommodate this request.However, wed be more than happy to arrange a ***** pickup for you if you'd like, and once we receive the item back, we can process your refund. In the meantime, wed love to help you place a new order for the lipstick at the sale price! If you're interested, just give our Care Team a call at ************. 

• Initial Complaint

  Date:04/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 8, 2025, I placed an order with Nordstrom (Order #*********) totaling $365.70 in preparation for my upcoming birthday on ********. The business committed to delivering all items in the order to my residential address. While the carrier marked the package as delivered, I never received one of the key items. I reached out to Nordstroms *************************** to report the missing item and request a replacement or refund. Despite multiple contacts and explanations, Nordstrom denied my claim based solely on delivery confirmation. I have since received two rejection emails and have been told they are unable to offer a refund or even a courtesy credit. I am filing this complaint in hopes of receiving a fair resolution, either through a refund or replacement, without having to dispute the charge through my bank.

  Business Response

  Date: 04/30/2025

  Shevena,we are deeply sorry to hear that your item was not received. I can imagine how frustrating and disappointing that must be. While we do our best to ensure every package reaches its destination, sometimes issues can occur after they leave our facility. I want to let you know that refunding or replacing items reported as not received is at Nordstrom's discretion. Our Delivery Research department has completed their internal investigation, and unfortunately, we wont be able to process a refund or replacement this time. If you choose to file a police report, we can provide information once we receive a subpoena from the investigating officer. I truly wish I had better news for you. If you would like to discuss this further, you may reach us at ************.

• Initial Complaint

  Date:04/13/2025

  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 did not make this purchase at Nordstrom and Ive tried to contact the merchant about it and theyve refused to refund me my money, this is bad be a I did not make this purchase and theyve been giving me the runaround since ive contacted them about this purchase!!!! I would like an immediate refund for the transaction I did not proceed with!!!!! Below is a picture of the transaction I did not make and woukd like an immediate refund for. Its been entirely to long, how did they even get my card number

  Business Response

  Date: 04/22/2025

  Dear ******** **********,

  We are sorry to hear that there was a fraudulent purchase on your account. Our recommendation would be to file a dispute with your bank. 

• Initial Complaint

  Date:04/13/2025

  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 purchased 3 pairs of shoes, 2 hats and a pair of shorts from Nordstrom rack (online) on March 3rd, 2025. My projected delivery date was about a week away but my package was allegedly delivered by *** on March 5th at 7:05am. They provided a photo of the package in front of my building. When I got home later that day, I didnt see any packages. The following day I noticed that my Nordstrom Rack package had been delivered early (the previous morning) so I went outside to look for it and nothing. It wasnt where it was in the delivery photo, wasnt in either of our mail rooms, nowhere to be found. I contacted my building to see if any cameras point at where it was delivered and they didnt. I contacted Nordstrom Rack and they told me they would review my refund request and get back to me. Then I got an email from them saying that my refund request was declined. I contacted them again, multiple times, and they told me that because I had an item (one item from one other order) not show up and get refunded in the past that they couldnt help me this time. The missing package had most of my order in it- everything except the **** shorts. Those were shipped separately and I did receive that second package but it wasnt the size XS shorts I ordered, it was a weird plus size top from the same brand I believe. You could fit two of me in there. They did refund that part of the order.. great. But the 3 pairs of shoes and 2 hats that I NEVER RECEIVED.. they want me to pay for. All together I spent $1,200 there in 2024. Thatll be the last time I order anything from them, thats for sure.

  Business Response

  Date: 04/23/2025

  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.