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

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

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:12/08/2022

  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 had ordered on 11/27/2022 a pair of ***************************** shoes and the total amount was $136.39 Order #*********. I had called in a week ago asking when it was going to be shipped out since it was taking longer than usual to ship out, they told me they dont know when. So I was unable to track it and didnt get shipped out. Till today I have not received my item I called Nordstrom customer services on 12/7/2022 letting them know and they said somebody will be in touch with me for a refund. I get an email saying refund not approved. I have not received my item and noticed Nordstrom does seem to be scamming their customers a lot especially. Why would I pay for something that has not been sent o it to me. I am very frustrated how they didnt even call me for a resolution rather just simply provided me with a email with no further information explaining the reason as to why it cant be processed when my item has not been received. I dont know how else to go about this considering *** tried to resolve the issue with them and theyre not agreeing upon coming to a resolution on term of keeping their customer happy. Its not much but nowadays every ***** counts and for a product that was not received I would like my refund.

  Business Response

  Date: 12/12/2022

  I'm very sorry to hear about your experience, Ms. **********. It's also disheartening to hear that your order wasn't received. I've taken care of your refund today and those funds will post in 1-3 business days. Have a wonderful day! 

• Initial Complaint

  Date:12/08/2022

  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.

  On September 13th, I dropped off two Nordstrom return packages at my local ************* *********** to ship back to Nordstrom. I have proof of the packages being dropped off, scanned, and picked up by the shipping agent for Nordstrom. After not receiving the refund on my account, I contacted **************** to inquire what has happened. I was told that the packages were picked up and the agent would need to check with the fulfillments center to determine the status of the packages.In an email from Nordstrom customer service I was told they could not locate the packages in the fulfillment center and could not validate a return.On a phone conversation today, I was told that the package did arrive at the fulfillment center but they could not validate the package and therefore could not offer me a refund.I inquired why I was being held responsible for 2 packages that have been proven via tracking numbers to have been picked up by Nordstroms shipping agent. I was told again the generic answer, the fulfillment center could not validate the packages and therefore could not be refunded. I then asked what does validated mean? The customer service agent explained they returns need to be checked and validated. So I asked if my packages had been lost and that is why they couldnt be validated? He said no, they arrived at the fulfillment center and they were not validated. Again I asked for an explanation of validated. Are you saying the packages were empty, he said he didnt say that, only that they werent validated. I asked to speak with a supervisor and he told me he was the supervisor and if he transferred me I would get the same response. I asked for a number or address to the fulfillment center so I could contact them directly and he told me he couldnt give that information out.I return two packages of unused/unworn Nordstrom merchandise and find it odd that two packages I sent on the same day couldnt be validated.

  Business Response

  Date: 12/09/2022

  Thank you for taking the time to reach out, ****, and 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. Once received, we can review and follow up. A communication has been sent via email.All inquiries regarding this decision can be directed to that email thread.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18546450
  
  I am rejecting this response because:I was told yesterday that my packages had been received by the fulfillment center, this was verified by the tracking number showing the packages had been picked up by your shipping agent in September 13th. When I asked if my packages had been lost, I was told he never said they were lost, he stated the contents of the package couldnt be validated. Again, I am not responsible for packages that were picked up by your shipping agent 3 months ago. If you are not going to provide a refund, then return the merchandise I paid for. You cant keep my merchandise and not provide a refund.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/22/2022

  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 return in question and maintain our Delivery &Research's decision in denying the refund. Additionally, since the return is not physically in our fulfillment center, we're unable to send anything back. Additional questions can be forwarded to that email thread.Additionally, you can call us at ************.  
  
  

• Initial Complaint

  Date:12/08/2022

  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.

  ********* order number order was refused and returned to sender however they never refund which is scam refund me asap ******** 1ZWW64811702709901

  Business Response

  Date: 12/17/2022

  ***** thank you for sharing your concerns with me regarding the missing refund for your items. I am so sorry to hear that you have not received a refund.Our Delivery Research department has investigated your complaint thoroughly,and upon review will not be issuing a refund. It has been concluded that a theft may have occurred. In this instance we would ask that you file a police report Once the investigating officer ******** us with a subpoena, we will be able to release the details of our investigation, and *** will be able to release the *** coordinates and any other details they have gathered regarding the delivery to your designated shipping address. Should you have further questions regarding this decision please call ************
  

• Initial Complaint

  Date:12/08/2022

  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.

  Hi, I have a giftcard but I scratched off the pin? So i was curious if you guys would be able to get it for me?The card number is ************** ****.

  Business Response

  Date: 12/17/2022

  ****** I am so sorry to hear that you scratched the pin number from your gift card. I had an opportunity to research this for you and see that the funds have been used to place two orders leaving the gift card at a zero balance. Gift Cards are treated like cash, and we cannot replace a gift card if funds have been used. Should you have any further questions or concerns regarding your gift card please reach out to our Care team at ************.

• Initial Complaint

  Date:12/07/2022

  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 ordered some stuff to travel with for the holidays, when I woke up it stated delivered and it was a weekend, it was said to have been delivered in the night. I checked the next morning and there was no package, nobody rang the bell or knocked to deliver them, so I called customer service and was told I would receive email within 24 hrs about a refund. And my second package will be coming the next day. The second package was left in front of the main entrance, no doorbell was rang or door knocked, I found that package the next morning. The email came through about the missing package and it stated cant issue a refund

  Business Response

  Date: 12/16/2022

  ****** thank you for sharing your concerns with me. I am very sorry to hear that you did not receive your package and for the disappointment caused during the review of your claim. Our delivery research department did look into this thoroughly, and upon review we see that you have opened a dispute with your bank. Once a dispute is opened, we are not able to issue any refunds on the order as this may cause further issues. At this time,the bank will work with our financial team directly and your bank will follow up with you. 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.
  

• Initial Complaint

  Date:12/06/2022

  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.

  Nordstrom has started sending orders to me using LSO. When ***** was used I never experienced an issue. Now packages are continuously late. My latest order was placed on November 25. The last scan was November 29 in ******. This is December 6. Nordstrom THINKS it might be delivered by the 8th but they are unsure because no one knows where the package is. I tried to file a complaint with LSO but was unable as they do not accept emails from att.net. Their website is geared towards businesses not the individuals to whom the packages were sent. I told Nordstrom I would have to stop using their store if they continue to ship by LSO!

  Business Response

  Date: 12/21/2022

  We're sorry to hear of this experience and that your package arrived later than expected. We do see that tracking was assigned on 11/27, two days after the order was placed and delivered on 12/9. This was processed within our usual timeframe. *******'s can take longer to deliver than usual due to the high volume of orders during that peak holiday shopping weekend. We're sorry for any inconveniences caused and are happy to see that the package was successfully delivered. 

• Initial Complaint

  Date:12/06/2022

  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 ordered a pair of shoes 10/5/2022 from Nordstrom Rack, to be delivered to Nordstrom Menlo Park in ******, ** for pick up. I received email confirmation of the order and continued to track the order, but never received cane mail if it was delivered or ready for pick up. Just recently the link indicated that the order would be delivery 10/17, but that date has passed. I also was unable to cancel the order. I emailed Nordstrom on 2 separate occasions, finally got a response to call. I called nordstrom, then was advised to call Menlo, so I called Menlo, and was told the item was not in the back and was never delivered. They advised me to call Nordstrom rack. I called Rack, they submitted a case for a refund, and a day later, it was denied. How could my refund be denied if I never received the product? They received my payment and I didn't receive my item and no one is able to help me.

  Business Response

  Date: 12/19/2022

  ***** I am so sorry to hear that you did not receive your order. I am sure this was very upsetting. After further research, I see a request was submitted on the order for a refund which was approved on 12/12/22.Depending on your banking institution, the refund should post within a few business days.
  

• Initial Complaint

  Date:12/05/2022

  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 via Nordstrom.com on July 7, 2022. Order number *********. I returned over 80 plus items however they did not give me a refund for all the items. I have been battling with them since the end of July. It seems extremely unfair that they should get away with this. They claim they cant give me a refund because I return too many items. This is totally unfair and they should not get away with this. Ive spoken to numerous managers and they are refusing to provide me with the credit I deserve.

  Business Response

  Date: 12/14/2022

  **** I am very sorry to hear that you have concerns with your returns. Our delivery research has reviewed your claim and after further research cannot issue a refund until we physically receive and validate your claim. Should you have further questions regarding this decision please do not hesitate to call our investigations team at ************.

  Customer Answer

  Date: 01/11/2023

  Hello,

   

  My case has not been answered or resolved. Nordstrom keeps writing back saying they dont have the items however thats not true. They received the many boxes I returned which had all the items in them.

   

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

  Business Response

  Date: 01/25/2023

  Hello *******************,thank you for sharing your concerns with me regarding your missing refund for items returned. I have taken a second look and although we not showing the items as received, I have issued a refund. For the safety of your returns going forward I recommend returning instore.

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18528306
  
  I am rejecting this response because: if 
  I reject this because as you can look at my account all items have not been refunded. As well as the amount left l, which is over ***** is still more than the items I have in my possession. There is obviously something going on.
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:12/05/2022

  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 have ordered from Nordstrom who uses this company for shipping. My package has been sitting in their facility for over a week in ****** with no update. There is no phone number to customer service. ******************** provided me with the phone number for this company. When you call the number *************) it simply has a message that says they are not taking calls and refers you to a website url (lso.com/tracking) that takes you to a page that says page not found. I am only able to fill out a form to contact customer service but it says they will not accept my email address because it is not a business email and its a gmail account. I am the consumer. I literally cannot get a hold of anyone to see where my package is.

  Business Response

  Date: 12/18/2022

  We're so sorry to hear of this and looked into this matter further. We do see that the order was successfully delivered on 12/8/22 and are happy to see that this has been resolved.

• Initial Complaint

  Date:12/05/2022

  Type:Customer Service 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 ordered a Givenchy Scarf on the Nordstrom Rack website order: *********. The item was supposed to be delivered to me by **** on Dec. 3 2022. The package was nowhere to be seen. I called Nordstrom customer service and they refuse to provide any type of resolution. They refuse to replace the item or provide a refund. Essentially asking me to pay for ****s mistake even though this was their sender. I am being cheated out of $250 because Nordstrom Rack refuse to use **************** and refuse to contact **** to research and provide a resolution. I am only asking for my item to be delivered and if not provide a refund.

  Business Response

  Date: 12/09/2022

  I'm sorry to hear about this experience, ********. I see that you've worked with my teams and confirmed that your package has now been located. Please note that my teams have reached out via email regarding the charges for this order. Please respond to that email as soon as possible. Thanks!  

  Customer Answer

  Date: 12/09/2022

   
  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,
  
  *************************