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

1,582 total complaints in the last 3 years.
413 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:12/05/2022
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.
Purchased boots from Nordstrom rack on November 24. The boots have been out for delivery over a week and a half. I have attempted to contact the company and the number is no longer in service. I also email the provided email several times to file a complaint with no response. I also contacted Nordstrom whom also cant help bc they dont know where my item went to. Target also has a pending delivery from them since October 3 and have yet to receive those items.
Business Response
Date: 12/16/2022
We apologize for any inconveniences caused. We reviewed the tracking and found that the order was successfully delivered on 12/7. We're happy to see that this is resolved.
Customer Answer
Date: 12/16/2022

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,

***************************
Initial Complaint
Date:12/04/2022
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 placed an order with nordstrom in 2020. My order number is *********. I had returned the order to them and they received on 10/10/2022. However they refuse to refund me. I contacted them many times, they advised they would refund. The last time i contacted them, they said they refunded me in 2020 but i did not return the order then. Im asking for a refund.
Business Response
Date: 12/12/2022
We're sorry to hear about your experience. Our records show that a refund for order #********* was issued on 12/2/2022. We're happy to see that this has matter has been resolved and apologize for any inconveniences caused.
Customer Answer
Date: 12/12/2022

Complaint: 18522580

I am rejecting this response because:
it is not correct. No refund was given. Please issue proof of refund.

Sincerely,

*******************
Business Response
Date: 01/18/2023
The return was processed on 12/2/22. Due to the age of the order, we could not process a refund onto the original form of payment-- your PayPal account. Instead, a gift card was mailed to the address associated with the order in the amount of $85.00.
Initial Complaint
Date:12/04/2022
Type:Sales and Advertising 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.
Transaction for ordered merchandise totaling ****** was never received to shipping address via Nordstrom Rack and its delivery carrier. I received an email stating that package was delivered but it wasn't . I let Nordstrom Rack know via multiple emails and phone calls that package was never delivered. Their response was that the delivery carrier said it was delivered so no refund or replacement would be given to me. I let them know that we have RING cameras that record all activity of deliveries and that we have proof no package was ever delivered. They had no response after receiving that knowledge and only suggest that I contact the police. I let Nordstrom Rack know that I had been a longtime customer of ******************************************* and never had any issue with deliveries or pickups. Nordstrom Rack (Vignesh, Sundar in ****************** Services ************) had no resolution for me.
Business Response
Date: 12/12/2022
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 missing package from this order and maintain our Delivery Research's decision in denying the refund. Based on our findings, we have confirmed that the package was successfully delivered by the carrier.

During our review, we also found that a dispute was filed for this order. The decision made between Nordstrom and the financial institution will be the final result of this investigation. For updates, you can contact your financial institution directly regarding the dispute you filed.

I realize that this was not the answer you were hoping for, however I assure you that this decision was not taken lightly. I am truly sorry for any disappointment this decision may cause.
Customer Answer
Date: 12/12/2022

Complaint: 18522126

I am rejecting this response because:

Sincerely,

*******************************
i am trying to attach video footage and this site is not letting me. Please advise.
Customer Answer
Date: 01/03/2023
See attached video
Business Response
Date: 01/17/2023
We understand your concerns. However, because a dispute has been filed, we cannot action anything further. As we previously shared, the result of the dispute will the final decision regarding this claim.
Customer Answer
Date: 01/17/2023

Complaint: 18522126

I am rejecting this response because:
The response from Nordstrom doesnt even make literary sense. Who is responding to this complaint at ************************************************************************************************
Initial Complaint
Date:12/03/2022
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.
Purchased a dress from Nordstrom and return policy says I can return in store. Nordstrom did not update the shipping status of the item and this are telling me I cannot return the item. I am in the store with the item and the receipt 1 day after receiving it. The sales associate has spoken to a representative from the .com business unit and they are saying they are unable to help because there is no record that the item shipped. At this point , I believe this to be theft of my money and illegally not honoring a return policy.
Business Response
Date: 12/07/2022
I'm very sorry to hear about your experience, Ms. *****. I see that my teams have submitted a ticket to get the delivery status updated as soon as possible. Once this is complete, you may return in-store or by mail. I appreciate your patience and hope you have a wonderful day.
Initial Complaint
Date:12/02/2022
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 on Nordstrom on 11/25, and the items had 30% off on *******************. The agent from Nordstrom said I could place an order on their website and when the order shipped, they could make a price adjustment. Now my order was shipped. but the agents refuse to refund the difference. It's a fraud!I request they refund it ASAP.My order number is *********. Total$498, Nordstrom should refund $149.3.
Business Response
Date: 12/12/2022
**** thank you for sharing your concerns with me. I am so sorry for your experience. Youll be happy to know that I have adjusted the price for your handbag to the Neiman *********************** of $348.60. You should have $149.40 go back to your **** card. If you online bank your bank should be releasing those funds to you within 3-7 business days. Should you have further questions regarding this refund please reach out to Nordstrom ************* at 888.282.606
Initial Complaint
Date:12/02/2022
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.
Tracking number: RB00ER9E. Orded 11/23/2022 and marked as delivered on 11/28/2022 but items were never delivered. There was no unit number on my shipment so it should have been marked as bad address and sent back to the station but instead was allegedly delivered to a front door even though there was no unit number. Package was supposed to arrive on the 29th but came 1 day early without any additional notifications or updates. Otherwise I would have met driver outside and assured a safe delivery of my items. Nordstroms refused to issue me a refund due to the gps coordinates being at my complex at the time that the package was marked as delivered, concluded that my package is missing due to criminal activity and made me file a police report. I didnt receive any proof of delivery or a confirmation email from LSO of where the package was left as I usually do with my other packages that have been delivered by them. I have never had a package go missing from my doorstep and I have had many packages delivered to me. This was my first time receiving a delivery from ********** the only one that didnt make it. I have filed a police report and will be filing a lawsuit if they cannot resolve this issue. No one delivered my package and my property has the cameras to prove that.
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:12/01/2022
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 date: 10/07/2022 Good evening, I ordered my first ever pair of designer clothes from Nordstrom, I was super excited to make this purchase as I've heard from everyone that Nordstrom is a reputable company to purchase from. I placed an order, and waited patiently for it to arrive. When my package arrived I noticed that the box was wet and seemed damaged, so I refused the delivery of the package to the driver and told him to return this package back to the sender, which is also stated on the shipping ( https://wwwapps.ups.com/WebTracking/processInputRequest?tracknum=1ZWW64812001910643&requester=ST/trackdetails ), I called Nordstrom regarding that my package was returned back to the sender as it arrived damaged, they said a refund would be processed within 5-7 days, which I waited. Then I got an email stating that ********* was unable to process a refund for I don't know what reason. I called them again and they weren't able to help me, and I was treated with such disrespect by the customer service staff, that I was disgusted... I rarely shop online and the fact that I did not receive what I paid for and cannot even get my money back when there is evidence that the package was returned back to Nordstrom is extremely disheartening. I've gone and opened up a dispute, but I'd like Nordstrom to comply so they can process a refund instead of me going through all of this. I never wanted this to happen and I'm extremely upset, with the customer service.
Business Response
Date: 12/05/2022
Thank you for reaching out, ********. At this time we would need to wait for the dispute process to finish up. You'll hear an update from your bank once resolved. This decision will be final.
Initial Complaint
Date:12/01/2022
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 ********* $297.48, returned 4 dresses and have found that it was delivered to Nordstrom on 11/10/2022. Tracking shows delivered and customer service acknowledged returns, but suddenly lost the package in the warehouse and will not refund. I want them to refund $266.Order *********, 2 items (tshirt and joggers total $70) were misdelivered, *** accepted the missing claim and possibly sent a check for $70. Nordstrom will not refund nor provide a status update.
Business Response
Date: 12/05/2022
We're sorry to hear about your experience, ***, 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: 12/05/2022

Complaint: 18511663

I am rejecting this response because: the business already acknowledged the receipt of the delivery of the returns, whose screenshot I have attached. The business is scamming.

Sincerely,

Ash Ash
Business Response
Date: 12/13/2022
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. Our teams have updated the customer via email. Additional questions can be forwarded to that email thread.Additionally, the customer can call us at ************.
Customer Answer
Date: 01/03/2023

Complaint: 18511663

I am rejecting this response because: the return was acknowledged and proof has been provided

Sincerely,

*******
Initial Complaint
Date:12/01/2022
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.
Dear *** / *****,Hello. My recent order #********* that was placed online on November 17, 2022 is missing as I never received the merchandise. I have contacted Nordstrom left and right through their live chat option, telephone, and email. I have been cooperative by following the instructions given by their customer service. I am very frustrated with how the company is handling this issue as I stated multiple times I never received the product I purchased. ?All Im requesting is to be reimbursed for the merchandise that I never received.It occurred on: 2022-11-17 This meant that I have been greatly impacted. I have become frustrated. I feel like everyone I speak to is disregarding my issue. I have wasted time contacting Nordstrom multiple times with no resolution.I am requesting a full refund of $218.40 (this total reflects after taxes) for the merchandise I never received.I look forward to your prompt response on this matter.Best regards,
Business Response
Date: 12/12/2022
****** thank you very much for sharing your concerns with me. I am very sorry to hear that you did not receive your boots I am sure this was upsetting and alarming. I have issued a refund in the amount of $218.40. You should see these funds released by your bank within 3-7 business days. I recommend going forward considering an alternate shipping address or in-store pick up for future Nordstrom orders. This can be selected during checkout while ordering online and can also be arranged by calling customer service at ************. If this is not an option, I encourage you to use the options offered by our carriers that ensure a safe delivery.
Initial Complaint
Date:12/01/2022
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.
See attachments
Business Response
Date: 12/12/2022
***** thank you for sharing your concerns with me. I am truly very sorry that you did not receive a refund for your returns. I am happy to report that a refund has been issued to your Pay Pal account. If you online bank the funds should be released soon. I do want to advise that if you have an open dispute with Pay Pal to please close as the refund I issued today 12.12.2022 will be rejected.

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Nordstrom, Inc. is NOT a BBB Accredited Business.