Business Profile

Department Stores

Nordstrom, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Nordstrom, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,580 total complaints in the last 3 years.
411 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:01/17/2023
Type:Billing 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 have a purchased online Order #********* on 12/10/2022 with $257.75.I remember that there was a $60 gift card for purchases over $250, which will be sent to the mailbox on January 1, 2023, but I did not receive it.I contacted the online customer service and they said they couldn't solve my problem.
Business Response
Date: 01/17/2023
Thank you for reaching out, ***. I'm sorry to hear about this experience. the gift card should've been sent out earlier this month. At this time, the promotion and gift card have expired. As a courtesy, I've issued a new E-gift card and sent that your way via email. That should arrive in ***** hours.
Customer Answer
Date: 01/17/2023

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:01/16/2023
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.
Date of transaction: ********* Amount: $234.51 Item was purchased in store but shipped to my house. I decided to return item which Nordstrom shows as returned and refund issued. However, the refund is not being shown on the credit card bill. The credit card company (Citi) filed a dispute with Nordstrom as they cannot see a refund and Nordstrom refuses to pay back.
Business Response
Date: 01/19/2023
Thank you for reaching out, Ms. *******. In reviewing this further I can confirm that we've issued a full refund as of 11/17/2021 to the original form of payment. Since a dispute has now been filed, we would have to wait for that to resolve as that decision will be final. I would recommend partnering with your bank for an update on the claim.
Initial Complaint
Date:01/14/2023
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 returned an item to Nordstrom using their label.Nordstrom received the return on 12/12/22.Nordstrom refuses to refund me due to them being unable to locate the return.Nordstrom violates the ftc by not refunding customers for returns received.
Business Response
Date: 01/20/2023
We appreciate the chance to look into this further. Our delivery and research teams have looked into this inquiry and have determined that a refund cannot be issued at this time as the items in question haven't been physically received at our fulfillment center. A communication has been sent via email. All inquiries regarding this decision can be directed to that email thread.
Customer Answer
Date: 01/20/2023

Complaint: 18812518

I am rejecting this response because: the return was received by Nordstrom and they refuse to issue a refund/ I opened a dispute with visa.

Sincerely,

**********
Initial Complaint
Date:01/13/2023
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 received a coupon to use however every product that I choose its says ineligible. I called **************** and chat no one can tell me which items I can or can't use. I want to use the coupon but need to know what items I can or can't use to purchase .
Business Response
Date: 01/20/2023
We apologize for any inconvenience and confusion caused. You can find a list of exclusions at the bottom of the email you received. You can also find via this link: ***************************************************************************************************************
Initial Complaint
Date:01/13/2023
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.
I sent in three items for return over a month ago and no refund has been issued. I contacted customer service and was told to wait until next week. Now it is next week and still nothing. This is a ridiculous amount of time to have to wait.Item numbers are: Order #********* - received by Nordstrom on December 4th Order #********* - received by Nordstrom on December 14th Order #********* - received by Nordstrom on December 14th Order #********* - received by Nordstrom on December 14th The email on the account is **************************** issue me my refund.
Business Response
Date: 01/23/2023
We appreciate the opportunity to look into this further and apologize for any inconveniences caused. Though the package for the return has been delivered according to the tracking number, we have not been able to locate or validate all of the items in question. In order to process the return and issue the refunds, we will need to be able to inspect the return and validate the items received.

A refund was issued on 1/5/23 for order #*********-- a gift card for $210.60 was mailed out.

For the remaining items, we will not be issuing any refunds until our process to locate and validate the return has been completed. I apologize for any inconvenience caused.
Customer Answer
Date: 01/24/2023

Complaint: 18806604

I am rejecting this response because:

I have not received a gift card in the mail from Nordstrom. I was told to watch my email for this - as it was going to be sent digitally. I have contacted Nordstrom twice over this matter and I was not even told this information.
Also, you claim to process refunds a lot faster than this - it's been a month and I'm starting to get concerned about my merchandise I returned. How much longer do I have to wait?

Sincerely,

***********************
Business Response
Date: 02/02/2023
Our records show that the gift was delivered on 1/10/23 via ***** tracking #************. It was sent to the address associated with the purchase, which is 24350 ************* *************, **.
When it comes to packages we have not located, we can provide a return timeframe due to it not being found in our fulfillment center. If located, we will review and validate the item before processing the refund.
Customer Answer
Date: 02/09/2023

Complaint: 18806604

I am rejecting this response because:
MY ADDRESS IS:
***********************
3385 *********************. #***
******, ** 92612

Nordstom are you saying you have lost three of my packages valuing at ****, 800 and 995 approximately?? That's your fault. There id something super shady going on here This is so unacceptable I will contact the attorney general if you don't process my refund. This is LUDICRIOUS!!!!!!!!!!

Sincerely,

***********************
Business Response
Date: 02/21/2023
For the gift card was delivered on 1/10/23 via ***** tracking #************ and sent to ***** ************* *************, **-- we've depleted that gift card and will be reissuing it to the email address on file so that you may access it.
Due to the remaining items not being located or validated, refunds cannot be issued. We apologize for any inconveniences caused.
Initial Complaint
Date:01/12/2023
Type:Product 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. I ordered a Christmas gift which was a $500+ hat that was supposed to be gift wrapped and in perfect condition. What I received was a damaged hat with a "return" price tag on it and not gift wrapped as promised. It was a big gift for my fianc which I decided to order from Nordstrom based on prior experiences. Since receiving this damaged item I've received the worst customer service I've ever experienced. I've mailed my return 3 weeks ago and have not received any sort of update or refund. The customer service I've contacted just give me a canned answer. I can't get a straight answer out of Nordstrom. Not only did they provide me with a damaged product that was not in its original packaging or gift wrapped, they have yet to process the return and give me a refund. I want my money back and to never do business with them again. Can you help? Order# *********
Business Response
Date: 01/20/2023
We're sorry for any disappointment caused with this order and for your experience. In reviewing this, we do see that a refund was issued for the order on 1/18/23. We're happy to see that this has been resolved.
Customer Answer
Date: 01/21/2023

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. However, it was not the full refund and was a huge inconvenience. You've lose a customer for life.

Sincerely,

*********************************
Initial Complaint
Date:01/12/2023
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 Details I made a purchase total of $1427.66 online through Nordstrom.com on 12/22/21 I have literally been dealing with this on going issue for almost a year now due to covid and death in the family I have been dealing with a financial burden of this issue and I am trying my best to at least pay my portion of my charges Im responsible for on my Nordstrom card how ever the above charge was for 2 items purchased online on 12/22/21 I I paid with my Nordstrom card and I never received my product I have explained and filed multiple cases through Nordstrom throughout the last several months and have gotten no where with Nordstrom I was to get out of this debt with Nordstrom but they will not resolve my matter I have cried and begged and explained I never got my items Ive had more than 5 cases open on the same issue and they just close the case and say theyre carrier shows delivered so I am responsible for paying for something I never received I made sure I was home I check my tracking I checked with my neighbors and looked all around my house nothing Ive tried countless times to explain and talk to managers over and over again but I continue to get denied please I am desperate needing help to get this issues resolved so I can pay the rest of my debt off and close out my card through Nordstrom
Business Response
Date: 01/20/2023
We're sorry to hear that order wasn't received, ********************, and appreciate the chance to review. Our delivery and research teams have investigated this inquiry and have determined that a refund cannot be issued. A communication has been sent and all inquiries regarding this decision can be directed to that email thread. Additionally, you may call ************.
Customer Answer
Date: 01/20/2023

Complaint: 18726959

I am rejecting this response because:

Sincerely,

********************************* I am requesting for a **** chargeback code **** on my NORDSTROM credit card falling under consumer dispute for a product/service I made through Nordstrom.com and did not receive merchandise I have communicated to you company countless times in regards to this situation all I want done is for this to be resolved so I can pay off the remaining balance owing this has become a health problem for me to stress this much over the past year regarding a debt that I am being liable to be held for when your company failed me as an customer.
Business Response
Date: 02/01/2023
We had the opportunity to look into this complaint closely with our Delivery &Research team. After much review and careful consideration, we will not be honoring a refund for the missing package from this order and maintain our Delivery & Research's decision in denying the refund. Based on our findings, we have confirmation the package was delivered. If theft is involved, filing a police report is highly recommended.
Customer Answer
Date: 02/06/2023

Complaint: 18726959

I am rejecting this response because have been dealing with this ongoing situation for a year now I am demanding a charge back to my credit card for Nordstrom not a refund I have repeatedly requested a charge back to my **** credit card for your business over and over and your delivery research team has not done nothing but checked about it being delivered to my address but its your carrier you used to deliver I did not meet nor see nor get updated accurate information on when to expect my package I have been fighting this situation over and over and been given horrible customer service from your company with no end resolution this cannot how a customer is treated I never got my merchandise and I had to pay your guys $1500 basically to be told you guys did not don ******** your job and Im stuck with the bill and nothing this is unacceptable, your company or creditors or who handles the financial credit card services stills to remove that charge from my credit card now

Sincerely

*********************************
Initial Complaint
Date:01/11/2023
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.
Dear Nordstrom **************** Team,I am writing to file a complaint about my order *********, which was placed on 10/07/2022 and returned to sender with the tracking number 1ZWW64812001910643 shipped by **** I am extremely disappointed and frustrated with the level of service I have received from Nordstrom.As a long-time shopper of Nordstrom, I have always had a positive experience and have spent a significant amount of money with your company. However, the handling of this particular order has left me feeling robbed and completely let down by the company.The package was returned to sender and received and signed for by Nordstrom, as evidenced by the proof of delivery. Despite this, I have not received a refund for the shipment and have been met with slow and unhelpful customer service when I have tried to resolve this issue. I have provided my email, ****************************** as a contact.I am extremely disappointed and dissatisfied with the way this situation has been handled. I paid $4935.05 for this order and feel that Nordstrom has essentially stolen my money by refusing to provide a refund for the shipment that I refused and received.I am urging you to take immediate action to rectify this situation and provide me with a full refund for my order. I expect a prompt resolution and a refund in my account as soon as possible.I am extremely dissatisfied with the level of customer service provided by ******************** and I hope that this issue will be resolved quickly and satisfactorily.Sincerely, *************************
Business Response
Date: 01/12/2023
******** I am very sorry to hear that you did not receive your package and for the disappointment caused during the review of the claim. I can certainly understand your fervent desire to recover your items or a refund. Our Delivery Research department did investigate this thoroughly and show that the order was successfully delivered. When looking into this, we found that you filed a dispute with your bank. At this time,the bank will work with our financial team directly and 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 result of this investigation. For updates, you can contact your bank directly regarding the dispute you filed.
Customer Answer
Date: 01/14/2023
I understand that the dispute I filed is being directed to deal with the merchant directly. However, as I never received the item and there is proof that it was refused by me, I kindly request a refund. Additionally, I would like to inform you that my bank has asked me to deal directly with Nordstrom and has closed the dispute. If I do not receive a refund, I will be forced to contact local authorities.
Thank you for your understanding and cooperation.
Initial Complaint
Date:01/11/2023
Type:Product 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 June 8, 2022 I made a on-line purchase $464.28 from Nordstrom and used the company Affirm for payment of the items.On June 22, 2022 I returned items to Nordstrom Rack in ******, **.I told the cashier that purchase was made thru Affirm not my Nordstrom Credit Card.But, instead of the refund going back to Affirm it was put on my Nordstrom Credit Card. I have attempted 3 times with Nordstrom to correct this and each time they state the transaction was billed correctly.So Im stuck paying affirm $ ***** with interest. I feel like Nordstrom is stealing from me. How can they put the refund on their credit Card when I didnt use their Credit Card to start with. The money they put in their CC I have not used. Nordstrom should pay Affirm or send me a check written to Affirm and I pay them. I am paying Affirm for merchandise I returned. I hope this not too confusing. I dont know what else to do. It takes them (Nordstrom) 90 days each time I put in a complaint, even the people handling the complaint could see it was wrong, one lady even said we should be able to cut you a check for the amount you owe Affirm but when they talk to their supervisor it doesnt get done. My credit with Affirm is messed up now because Im not going to pay for something I returned. I did contact them but their waiting to hear from Nordstrom.
Business Response
Date: 01/20/2023
We're sorry to learn of this experience. We've directed this to the store manager to connect with you on a resolution. They should be in contact within the next ***** hours. We apologize again for any disappointment.
Customer Answer
Date: 01/24/2023

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:01/10/2023
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.
Realice *** compra en Nordstrom online el dia 10/24/2022 el delivery lo hicieron segn dice la tienda el da 10/27/2022 a las 5 pm el cual nunca fue entregado en mi propiedad tengo cmaras de movimiento y reporte policial #pd22103366338 La tienda dice que ellos no pueden devolverme ni mi pedido ni mi dinero porque ellos tienen prueba de GPS que fue entregado (lo cual no es cierto porque yo no lo recib ) Mi tarjeta de crdito les hizo un reclamo a la tienda y tambin fue rechazado Exijo a la tienda por derecho y respeto al consumido que se me acredite el precio de ******** dlares o un reemplazo de mi pedido el cual fue *** cartera negra que era para un regalo ! Tengo un video que puedo mostrar de mi sensor de movimiento pero no me permite enviarlo por ac solo tome captura de pantalla de el ltimo movie miento que fue a las 9:22 am de el da 10/27/2022 y no existe ms *********** ese da si necesitan que les enve el video completo proporcionarme *** direccin de correo electrnico gracias
Business Response
Date: 01/12/2023
Leyani gracias por compartir sus inquietudes conmigo. Lamento mucho la decepcin causada durante la revisin de su reclamo. Nuestro equipo de investigacin de entrega investig esto a fondo despus de mucha revisin y consideracin cuidadosa. *** la decisin de honrar el reembolso. Es mi recomendacin para la seguridad de sus pedidos que enve a su Nordstrom o Nordstrom Rack local o a una direccin de envo alternativa. Si tiene una disputa abierta ************, cierre; de lo contrario, el reembolso puede ser rechazado.
English version:
****** thank you for sharing your concerns with me. I am so sorry for the disappointment caused during the review of your claim. Our Delivery Research Team did investigate this thoroughly after much review and careful consideration I have made the decision to honor the refund. It is my recommendation going forward for the safety of your orders that you ship to your local Nordstrom or Nordstrom Rack or to an alternate shipping address. If you have an open dispute with your bank, please close otherwise the refund may be rejected.

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Nordstrom, Inc. is NOT a BBB Accredited Business.