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.

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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:11/27/2022
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 returned an order from Dec 21, 2021 per Nordstrom's policy of being able to return anytime. Tracking says delivered on November 2nd and Nordstrom is claiming they have yet to validate the items and have not received the items at their fulfillment center.
Business Response
Date: 11/28/2022
**** thank you for sharing your concerns regarding your returns. I am sorry to hear that you have not received a refund. Our Delivery Research team have reviewed your claim and regrettably we have not received your items. Once the items are physically received and validated, a refund will be issued at that time. I see that our Delivery Research team will be following up with you no later than 11.29.22.Should you have further questions or concerns please call ************
Initial Complaint
Date:11/26/2022
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 did a return on July 9th 2022 tracking number ************************** Says they was delivered back to use on July 14th its now november 26th 2022 i been waiting patiently since you guys said you were going to get back to me to see what you are going to do from the beginning thay claimed thay never received them I send nordstrom all the information saying that it was delivered and they also confirmed that it says delivered but they are not able To Find My package so thay cant refund me becuss they are not able to locate whats inside of the package so they are refusing to give me a refund and also refusing to return my package back to me I see that you guys have a lot of reviews having the same exact issue as me its not our responsibility that use loss our return and not able to locate what is inside The package says delivered I have all the proof in the world also use said a few times that it was received them use are just not able to find them and locate what is inside that is not my freaking problem that was lost my package it was on Nordstrom return label its your guys responsible for losing my package I need yous to try and find my package and return it back to me since you dont wanna refund me if not you need to refund me for losing my package/Return its not fair to all of us that use lose everyones packages everyone that does online return has the same exact issue with use claming The package was delivered to use but you were not able to find it I still have all my recent emails from use I have every proof in the world that you guys need you can also get in touch with pitney ***** because they are the ones that picked up the package from **** and try to figure something out please get back to me
Business Response
Date: 12/07/2022
Thank you for taking the time to reach out and sharing your experience. At this time, you would need to contact our Account Review team for assistance. Please give them a call at ************. Thanks!
Customer Answer
Date: 12/13/2022

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,

Girlzy Petro
Customer Answer
Date: 07/07/2023
i did a online return with a nordstrom return label nordstrom created for me on july 8th 2022 i drop it off to **** on july 9th 2022 at 11:34 pm on july 11th 5:35 PM **** handed the package over to pitney ***** on july 14th 7:00AM 2022 looks like the package was delivered to ( Nordstrom East ************************ 30 Distribution *** ************** ** ***** ) the tracking number for the return was ************************** i been contacting nordstrom about this since a long time now and thay are clamming thay still havent got the package but i no thats a LIE becuss befor this thay send me a email saying (I have reviewed the return tracking for label number ************************** and have found that it was delivered to Nordstrom on July 14, 2022. Though the tracking does tell us when a package was delivered it does not tell us what the package contained. As we have not been able locate the ************************************* Shoe in our fulfillment center, we are not able to validate their return. This leaves us in a situation in which a refund cannot be issued. Once the items are physically received and validated, a refund will be issued at that time) i spoke to them many of times saying if thay open up the package thay will see whats inside but thay keep telling me there not able to find the package to cheek whats inside of it so i explain to them many of times Thats Not My Fault yous lost my freaking package i have all the proof That it was delivered i have my original receipt and also still have all the emails saying That Yous got the package and it was delivered but yous cant find it to look whats in Side THAT MEANS YOUS LOST MY PACKAGE i told yous many of times if yous are really saying you cant find it then file a police report but thay are ignoring me Especially the Manager *************** Have To SEND MY SHOES BaCK OR GIVE ME A FULL REFUND YOUS CANT KEEP BOTH thats basically stealing ME Please return my shoes back to me or give me a full refund
Customer Answer
Date: 07/07/2023
i Did A Online Return With a Nordstrom Return Label That created For Me Almost 1 year ago i Have proof of purchase I Have Proof of delivery as well But Nordstrom is Clamming Thay Still Havent Got any Package now i no thats a lie becuss i have a email from them saying (i have reviewed the return tracking for label number XXXX and have found that it was delivered to Nordstrom. Though the tracking does tell us when a package was delivered, it does not tell us what the package contained. As we have not been able to locate the items in our fulfillment center, we are not able to validate their return. This leaves us in a situation in which a refund cannot be issued. Once the items are physically received and validated, a refund will Not be issued at that time." Unfortunately, I will need to look for another retailer that handles returns and refunds more responsibly.. So I Told Them many of Times This Was a Nordstrom Return Label NORDSTROM created for me use are responsible. i have my receipt still have the return tracking number that says delivered to them i also told them to look in the package and you will see whats in it But Thay cant find it That Means THAY LOST MY PACKAGE thay keep trying to lie thay still havent got it But i have to much proof that thay did and i have proof of that email saying thay got it So I NEED MY REFUND OR My SHOES BACK!!!!!! This is a joke i seen So Many Other ppl haveing the same exact issue it looks like they do this ALOTT lie thay didnt get Returns But sounds like to me thay Steal or returns are Lose Them Either way its there responsibility to take care of this already i told them many of times to file a police Report if thay really didnt get them and and refuse to do that, and ignoring me im sorry but I NEED MY SHOES BACK OR My FULL REFUND thay cant have both Thats basically stealing From me if thay wont send my shoes back or wont refund me

Refund; Full Refund For My Return If Not i Want my Shoes i Returnd Back
Business Response
Date: 07/13/2023
Thank you for reaching out. Our delivery and research teams have looked into this inquiry and have determined that a refund cannot be issued at this time as the return in question hasn't been physically received at our fulfillment center. At this time, you would need to contact our Account Review team for assistance. Please give them a call at ************. Thanks!
Business Response
Date: 07/13/2023
Our team has responded via BBB ID ********. Included below:

Thank you for reaching out. Our delivery and research teams have looked into this inquiry and have determined that a refund cannot be issued at this time as the return in question hasn't been physically received at our fulfillment center. At this time, you would need to contact our Account Review team for assistance. Please give them a call at ************. Thanks!
Customer Answer
Date: 07/14/2023
I am rejecting this response because:

Sincerely,

Girlzy Petro
Customer Answer
Date: 07/26/2023
yes, I would like to reopen this I am not happy with nordstrom decision they dont want to return my shoes and also dont wanna give a refund. Theyre basically stealing from me. I spoke to someone today about an hour ago and theyre explaining to me that they got the package but they dont know what it contained like i said many of times I explain to them to open the package and they will see whats inside of it or either just send me my package directly back to me and they said theyre not able to do that so that means they stole it or lost my package. I explained to please send my package back to me even if theyre not able to locate what is inside send back my original package they dont wanna do that. I told them I want them to file a police report. I want footage of cameras I want proof that they really didnt receive the package because I know its a lie because the tracking says delivered And Thay Have To Many complaints of the same situation. Im going through people sends back packages and they lie that they didnt receive them they lose peoples packages there are responsible for this, especially when it was there a return label
Business Response
Date: 08/03/2023
Our initial decision is final and we consider this complaint resolved. All additional questions can be directed to our account review team at ************.
Customer Answer
Date: 08/04/2023
what dose that mean our decision is final Yous made the decision to just keep my shoes steal them??? I told you Im not looking for a refund. I want the package with my shoes that I sent you guys That SAYS delivered with the tracking number use our lying. yous never got them You cant make a final decision if you never filed A freaking police report are never provided any proof that you never got my shoes
Complaint: 18464161

I am rejecting this response because:

Sincerely,

Girlzy Petro
Initial Complaint
Date:11/24/2022
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 purchased Order#: ********* on Oct 26 and received on Oct 29. I returned this item on Nov 02 using Nordstrom provided pre-paid return label(Tracking#**************************). I have not yet to receive a refund on returned items, which was $1,778.00 with tax.After days of talking to 5 customer support people. They confirmed they had received the returned item on Nov 09 and promised me the last day of refunding timeframe is Nov 23. But today they refused to issue the refund.
Business Response
Date: 11/28/2022
****** thank you for sharing your concerns regarding your returns. I am sorry to hear that you have not received a refund. Our Delivery Research team have reviewed your claim and regrettably we have not received your items. Once the items are physically received and validated, a refund will be issued at that time. Should you have further questions or concerns regarding this decision please call ************
Initial Complaint
Date:11/23/2022
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.
This complaint is regarding Order #*********. The return for this order was received on October 31 and Nordstrom is refusing to process the return and the refund for the two items returned despite acknowledging that they did in fact receive the return. The two items are:vuori Lux Crewneck ******* $64.00 Small, ************************* Item #******* And vuori Energy ******* $58.00 Small, CURRANT ******* Item #******* I am expecting the refund of $132.68 to be processed immediately seeing as you have had the items in your possession for over 3 weeks.
Business Response
Date: 11/27/2022
***** thank you for sharing your concerns with me. I am very sorry to hear that you did not receive a refund for your returns and the disappointment caused during our investigation. Great news! I have issued a refund for $132.68 for both of your shirt items. If you online bank your bank should be releasing the funds to you within 3-7 business days. Should you have further questions regarding this refund please reach out to our ************* at ************
Initial Complaint
Date:11/22/2022
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.
On October 20th, I returned 6 items total worth of about $1,500 back to Nordstrom using the return label they provided (return tracking number: 9202/3901/0078/3800/0127/7972/52). It was a gift return, and according to their website, "the (gift) return is provided at current price on a Nordstrom Gift Card." They confirmed they received it and that the refund will be issued by November 20th at the latest. However, I didn't hear anything back from them at all for the whole month so I reached out on November 21st. They said they would have to check with the warehouse team who handles the return and sent them a task update request and that I will be getting an update within 24 hours. 24 hours later, I still didn't get an update so I reached out again on November 22nd, and now they are saying they can't refund me due to missing the proof of purchase. It is impossible for me to provide them the proof of purchase as I was a gift receiver and according to their return&refund policy, they have no problem refunding me without the proof as long as I provide them my personal identification and receive the refund in the form of store credit. I asked them to give my returned items back if they can't refund me, but they said they can't give me my items back either. They can't just keep my $1,500 worth of items without refunding me and I can't just lose $1,500. I want them to refund me to store credit as they said they would.
Business Response
Date: 12/07/2022
Thanks for reaching out, *****. I understand you've worked with a few agents and they've explained the returns process. At this time, we would need to know the original order number along with what items were returned before proceeding with your investigation. If you can locate that, please send it over to our customer care team. Thanks!
Customer Answer
Date: 12/07/2022

Complaint: 18454005

I am rejecting this response because:it's impossible for me to retrieve the original order numbers for each item I returned. I've reattached the list of items I returned for your review. Please either refund me or give my items back to me. You can't just keep them without refunding me.

Sincerely,

*****************
Business Response
Date: 01/17/2023
We'd be happy to look into this further. However, we would need additional information to proceed: name, phone number, and email address of the person who gifted the items originally.
Customer Answer
Date: 01/25/2023

Complaint: 18454005

I am rejecting this response because:
As I said multiple times before, I do not have any personal information of ***************; therefore, I'd like to get the returned items back if you are unable to issue me a refund to store credit.

Sincerely,

*****************
Business Response
Date: 02/02/2023
I've partnered with our fulfillment teams and confirmed that this return was never received by us. We would not be able to proceed with a refund or return your package.
Customer Answer
Date: 02/08/2023

Complaint: 18454005

I am rejecting this response because:According to the tracking and as your agents have confirmed multiple times, it is indeed received by Nordstrom. I have re-attached the return label provided by Nordstrom for your review.

Sincerely,

*****************
Business Response
Date: 03/15/2023
As previously mentioned, we would need to know the original order number along with what items were returned before proceeding with your investigation. Please send that over to our customer care team.
Initial Complaint
Date:11/22/2022
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.
Three months ago, Nordstrom received a package for a watch that I returned. I did not simply like the watch and decided to return it. A month later, still no refund for the watch. I contacted several customer service representatives asking where my refund is. They stated that they have RECIEVED the return but are confused on why Nordstrom hasn't issued a refund. I decided to call Nordstrom inc. to see what happened with my refund rather than speaking with live chat. They told me that they would email the logistics department and that they will be able to issue my refund as they RECIEVED the package in their fulfillment center. On November 22, I received an email stating this "I have reviewed the return tracking for label number ************************** and have found that it was delivered to Nordstrom on 9/30/2022. Though the tracking does tell us when a package was delivered it does not tell us what the package contained. As we have not been able locate the item in our fulfillment center, we are not able to validate their return. This leaves us in a situation in which a refund cannot be issued. Once the items are physically received and validated, a refund will be issued at that time.". I'm sorry what.... so, a company LOSES my package and then expects the customer to handle the consequences of the package being lost when it was in the companies' hands? Why am I being held responsible for Nordstrom losing my package in THEIR fulfillment center. All I wanted was my refund. I'm definitely going to restate this story on all social media platforms, so people know what type of company their dealing with. I'm requesting to have a refund for the watch, that's it.
Business Response
Date: 11/25/2022
**** thank you for sharing your concerns with me I was so sorry to hear that you had not received a refund for your watch that you returned. I am sure this was very disappointing. After further review of your claim, I was relieved to see that a refund had been issued to you for your return. If you have any other concerns,please reach out to us at ************.
Initial Complaint
Date:11/22/2022
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.
Please be advised I returned the ***************** ****************** ring Order # ********* on 10/17/2022 and the item was received in the warehouse on 10/25/2022. I am due a refund of $911.08 and have made three separate requests. Nordstrom confirmed receipt of the return, as I used their packaging and mailing label to send it back to the fulfillment center, but claims they cannot validate (or find) the item and therefore refuse to provide a refund. This is theft. If Nordstrom lost the item, that is their problem. If a refund is not provided, I should have the item replaced. But to keep the item and refuse to give my money back is untenable.
Business Response
Date: 12/09/2022
We apologize for any disappointment caused and appreciate the opportunity to look into this further. Based on our findings, we will be processing a refund for the return. It has been completed and the refund will return to the original form of payment in a few business days.
For future reference, please follow the instructions included in your shipment and fill out the return section of the packing slip when returning fine jewelry by mail. Return your package via the carrier of your choice, with return signature required. For your protection, you must insure the package for the value of the item enclosed. Fine jewelry can also be returned to Nordstrom stores that have a Fine Jewelry department. Simply bring the packing slip and/or credit card used when you placed the order.
Initial Complaint
Date:11/22/2022
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.
I purchased something for Nordstrom on Afterpay ! It was shipped buy a company called CDL the day it was suppose to be delivered was Sunday 20th , I never received this package I reached out to Nordstrom to ask them who was the shipping company because I cant find no info on them . The lady I spoke with said she was going to file a refund request I told her I dont want a refund I want my boots because I did after pay I am currently paying payments on something I dont have
Business Response
Date: 12/06/2022
Thank you for reaching out, Indee. I've looked into this further and found that your carrier has confirmed successful delivery to the correct address. Taking this into consideration, we will be upholding the decision to not issues a refund. I understand this isn't the decision you were hopping for, however, please know that this has been looked into thoroughly.
Customer Answer
Date: 12/06/2022

Complaint: 18450927

I am rejecting this response because:

Sincerely,

Indee ****
Initial Complaint
Date:11/22/2022
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.
I bought Versace slides from this company adding up to 400$ my package was delivered at a wrong address through LSO shipping company the same company I filed a complaint last year on I called Nordstrom asking if they could re ship with a different company and or give me a refund because my package was not received. After filing the complaint I received a email saying they will not issue me a refund with no known reason. I have proof LSO delivered my package in the wrong city and it was not received here. I am asking that you please help me get a refund with this company or replacement i spent a lot of money and they will not even give me the time of day. Both people Ive spoken to on the phone have said they have no clue why they denied my refund when I have proof it wasnt received. Please help me
Business Response
Date: 11/30/2022
I'm very sorry to hear about this experience, *******. I can confirm that a full refund has now been issued to the original form of payment.
Initial Complaint
Date:11/21/2022
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.
Placed an order for the bugaboo stardust playard in July. We didn't use it until a few weeks ago when my newborn child was delivered. The top part is already sagging and dipping and it's become very concerning because of how unsafe it has become. I called customer service and the guy I spoke with was basically useless and said my ************ was to return via mail or in store. I explained that I already discarded the packaging and this is a huge item that's been assembled and it would be even more difficult for me to unassemble it and try to lug it back to the store in order to return it or have it shipped back. There was no empathy or understanding and now I'm stuck with this for however long because as a first time mother, I do not have the time or capacity to unassemble it and figure out a way how to return it! It's disappointing that a partial refund wasn't even offered for this defective item.
Business Response
Date: 12/01/2022
We're sorry to hear of this experience and that the longevity of the item wasn't as expected. We can absolutely assist with a refund but we will need to receive the item either by mail or in-store, we aren't able to issue refunds without the product. I understand that you no longer have the box and that time may be an issue. At Nordstrom, we don't have a return timeframe and you may return the item at your soonest convenience for us to assist with. We can also arrange a pick-up for your return should you find something to package the item. Please respond to this complaint if we can help arrange that pick-up for you.
Customer Answer
Date: 12/03/2022

Complaint: 18448888

I am rejecting this response because: ridiculous unhelpful customer service. super disappointing of **********************. now i'm stuck for however long with a useless HAZARDOUS baby item until i am able and can manage to unassemble it and bring it to the store myself since i do not have the packaging available to have it shipped. honestly shocked that nordstrom won't even be able to accommodate with a partial refund esp considering the circumstances. losing a loyal customer for sure

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

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Nordstrom, Inc. is NOT a BBB Accredited Business.