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:06/20/2025
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 returned a a shirt in May and it went to an old debit card the shirt made me look hunchback it just didn't hold up I love Nordstroms it's one of my favorite stores to shop them from there buyers to their clothing to their staff I just love Nordstrom's this is just a glitch I got a letter from ************* saying they never received the money back to my account so they cannot credit my account it did not even go to their account and they gave it back it just bounced back they have the money Nordstroms I have it in writing it's for the amount of $75 the debit card I no longer have it's a **** and the bank is now using Master charge so maybe that's what's confusing it a bank doesn't lie neither does Nordstrom's it's just has a glitch in its system I need my $75 I've waited somewhere close to 8 weeks now it's their turn to give it back to me
Business Response
Date: 07/03/2025
Dear ***** ********,
Can you please include the communication from your bank? We would be happy to look further into this.
Customer Answer
Date: 07/21/2025
Attention ****** Nordstrom's and citizens fixed the account perfectly thank you for your help
Initial Complaint
Date:06/20/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this matter. NORDSTM/TD ACCOUNT no.: ************ DATE OPEN: 02/01/2022 BALANCE: $566.00
Business Response
Date: 07/02/2025
********,we appreciate you taking the time to share your concerns and giving Nordstrom ************* the opportunity to review and respond. I am including an attached response from our credit department and encourage you to connect with our credit team at ************ should you have further questions or concerns.
Initial Complaint
Date:06/19/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm submitting this formal complaint regarding a charge-off account being reported by Nordstrom/***********, account number ending in 1586****, opened on 11/01/2018, with a balance of $1,982.00, currently reflected on my Experian credit report. This account is both inaccurate and unverifiable, and its continued presence on my report is causing unjust financial harm and significant emotional distress.I have no recollection of entering into any agreement or receiving credit from Nordstrom/******* USA for this amount. Despite submitting multiple disputes, I have yet to receive any original documentation, such as a signed application, transaction history, or itemized billing, that legally substantiates this debt. Experians continued reporting of this unverified account is a direct violation of the Fair Credit Reporting Act (FCRA).Under 15 U.S.C. 1681i(a)(1)(A), I am entitled to a reasonable reinvestigation of disputed information. Blanket responses claiming an item has been "verified" without showing actual proof are not sufficient under the law. Furthermore, 15 U.S.C. 1681i(a)(5)(A) mandates that any item found to be inaccurate, incomplete, or unverifiable must be deleted from the credit file. This obligation has clearly been ignored in my ******* beyond frustrated with the lack of accountability from both Nordstrom/*********** and Experian. This charge-off is interfering with my ability to secure affordable housing, fair credit terms, and employment opportunities. If this $1,982.00 debt cannot be fully substantiated with real, original documentation, I demand its immediate deletion from my credit report.I will escalate this matter to the ***** FTC, and pursue all legal remedies under 15 U.S.C. 1681n for willful noncompliance if this issue is not resolved without delay.
Business Response
Date: 06/25/2025
*******, we appreciate you taking the time to share your concerns and giving Nordstrom ************* the opportunity to review and respond. I am including an attached response from our credit department and encourage you to connect with our credit team at ************ should you have further questions or concerns.
Initial Complaint
Date:06/19/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with Nordstrom (Order #*********) that was marked as delivered on June 3rd, but I never received the package. The delivery photo provided by the carrier does not match my residence, and I have filed a police report for suspected package theft.Despite reaching out to customer service multiple times and providing details about the situation, Nordstrom has repeatedly denied my request for a refund or replacement, citing successful delivery. They have refused to escalate my case or consider the police report I am willing to ********** a customer, I am extremely disappointed by the lack of support and am now pursuing help through the Better Business Bureau. I am seeking a full refund for the items I never received.
Business Response
Date: 06/20/2025
Shae,thank you so much for reaching out and sharing your concerns about your item. I totally understand how worrisome this situation can be, and I sincerely apologize for any frustration it's caused you. We took a careful look into this along with our Delivery & Research team. After reviewing everything, were unable to issue a refund for the missing package, as their decision stands. Our findings indicate that the package was delivered. If theft is a possibility, we suggest shipping your items to your local Nordstrom or Nordstrom Rack for added security with future ordersthis could be a great option! If you have any more questions or would like to share a picture of your home showing the address,please feel free to continue the conversation with our financial services team in the ongoing email thread. You can also reach us anytime at ************.
Customer Answer
Date: 06/24/2025

Complaint: 23493512

I am rejecting this response because:
Hi,

Thank you for the response from Nordstrom, but I respectfully disagree with the resolution.

While I understand they claim the item was delivered, the proof of delivery photo does not show my home or address. *** also filed a police report and am willing to cooperate fully with law enforcement if theft is suspected.

Despite providing this information, Ive been denied a refund or replacement. I believe this is unfair and not in line with good customer service. I am simply asking for a refund for an item I never received.

Thank you for reviewing my case further.

Sincerely,

**** ******

Business Response
Date: 07/03/2025
Shae,thank you so much for reaching out and sharing your concerns with us again. We truly appreciate the chance to respond. We completely understand how frustrating and concerning it must be not to have received your item. At this time, our final decision is to not issue a refund, as our records show that the package was delivered. I genuinely understand this isnt the outcome you were hoping for, and please know that this decision was not made lightly.
Customer Answer
Date: 07/09/2025

Complaint: 23493512

I am rejecting this response because:
Hi ******,
Thank you for the update. Ive still not received a resolution from Nordstrom directly, and the issue remains unresolved. I appreciate you following up on my behalf and look forward to hearing back after the final notice.

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

Business Response
Date: 07/15/2025
Shae, thank you so much for reaching out and sharing your concerns with us. We totally understand how important it is for you to see this matter resolved. Unfortunately, the decision is not to issue a refund, as our records indicate that the package was delivered. I truly understand this isnt the outcome you were hoping for, and I want you to know that this decision by Nordstrom wasn't made lightly. We sincerely apologize for any disappointment this may have caused.
Initial Complaint
Date:06/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Thursday, June 12 I went to Nordstrom in ********* to return a gift that was given to me and I decided to use the gift card along with my additional funds to purchase a pair of **** ***** Sandals I was planning on purchasing from another store at the mall. They did not have them in stock but said they could order them. Worst decision ever. After receiving my order later than the clerk said I would, I received ONE SINGULAR, DISGUSTING, USED, VERY SMALL sandal. I have been going back and forth with customer service since yesterday, June 17 when this package arrived. This order was sent out in a polymer shipping bag with a box inside of it and 2 pieces of tissue paper around said sandal. As you can clearly see the box is not even big enough to fit a size 10.5 **** ***** shoebox inside. If need be, I can provide one of my many boxes for scale and take photos with them. June 18th after my refund was denied I spoke to someone who had reviewed the photos and apologized profusely and sent out a new order. Pickup arranged for the wrong, nasty item. An hour later my order gets cancelled. Now I cant get a human on the line for the life of me with the number they provided. I explained my birthday was ******* and I was leaving for a trip Sunday morning in which I needed the shoes. This has been an incredibly disgusting, time consuming and irritating process. I am out my shoes, my money, my gift card and my time.
Business Response
Date: 06/30/2025
********,thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to respond. I sincerely apologize for the condition in which your item was received. This does not reflect Nordstroms standards or the experience we aim to provide. We have processed your refund and shared your feedback with the fulfillment location. Please let us know if we can help any further.
Initial Complaint
Date:06/18/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a shirt and wore it twice. I followed the directions on washing it and it literally started coming apart. I took it back to the store with the tags unattached and they still were selling the same shirts. Unfortunately, I could not find my receipt, but they were able to look the purchase up with my phone number and told me it was past the date that they couldnt do anything about it. It was a little over 30 days. I live approximately 45 miles away and it wasnt convenient for me to get it back any sooner. I explained that the product was literally coming apart and I couldnt wear it. I also was open for a store credit. They wouldnt do anything for me. I understand a return policy but this just wasnt a return. It was bad quality or damaged, it shouldnt matter that it was only $25. Its the principal.
Business Response
Date: 07/03/2025
Dear **** *******,
Nordstrom Rack generally offers a 40-day return policy for online orders and a 30-day return policy for in-store purchases. Items returned after these periods may be accepted for a partial refund of 50% of the original sale price, but this is at the store's discretion. However we are sorry to hear this was your experience. We would be happy to facilitate a conversation with the store's manager but ultimately the decision will be at their discretion. Please let us know how you would like us to proceed.
Customer Answer
Date: 07/06/2025

Complaint: 23488330

I am rejecting this response because: this wasnt just a return. The product was defective. Please refer to the pictures I sent. The manager was unwilling and Unsympathetic to offer ANY kind of resolution. I appreciate any efforts on your part to help me with this issue.

Sincerely,

**** *******
Business Response
Date: 07/14/2025
Dear **** *******,
We would be happy to facilitate a conversation with the store's manager and they can assess the item. We typically would ask that the issue is reported within the return time frame. Ultimately the store will make the final call on the decision.

Customer Answer
Date: 07/14/2025

Complaint: 23488330

I am rejecting this response because:
I would like a conversation facilitated with the business Regarding a refund for a defective shirt.
Sincerely,

**** *******
Business Response
Date: 07/22/2025
Dear **** *******,
We are happy to have the store manager give you a call. Could you please let us know which location you purchased the shirt at? Thank you!
Customer Answer
Date: 07/23/2025

Complaint: 23488330

I am rejecting this response because:
it was Nordstrom rack in **********, ********. My phone number is ************.

Sincerely,

**** *******
Business Response
Date: 07/31/2025
Thank you for the additional information. We have requested that the store manager reach out to you for further discussion.
Customer Answer
Date: 08/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *******
Initial Complaint
Date:06/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of the transaction:The purchase was made on Monday, May 26, 2025.The amount of money you paid the business:The total amount paid for the Chanel perfume was approximately $245 (including tax).What the business committed to providing you:Nordstrom has not offered any resolution. The department manager stated that she could not exchange or refund the perfume, citing its high price as the reason.What the nature of the dispute is:I purchace a my very first Chanel perfume at Nordstrom store. When I proceeded to open it at home, although the box appeared to be sealed in plastic, the perfume inside was empty, missing the spray nozzle. When I returned to the store, I found from the department manager that the bottle did not match the box. Something I didn't know as I don't know the brand. I was told the item could not be exchanged or refunded because the contents did not match the packaging and appeared used. I was then referred to customer service, who informed me they could not assist because the purchase was made in-store.Whether or not the business has tried to resolve the problem:I spoke with the store manager on June 2, 2025, and she assured me she would investigate the issue and follow up. However, I did not receive any follow-up despite her promise to contact me on June 6, 2025. To date, no refund or replacement has been offered.If the issue involves advertising, when and where the ad was seen or heard:This issue does not involve any advertising.
Business Response
Date: 06/27/2025
Dear Jerffy **********,
Our records indicate you have since spoken with our store manager. Please don't hesitate to let us know if you have any additional questions regarding the situation.

Customer Answer
Date: 07/03/2025

Complaint: 23484902
I am rejecting this response because: I called Nordstrom customer service online and explained the situation. They emailed the store manager Mrs. ****** *****, and she immediately called me, and stated that she called me and left a voice message stating that I can go and do the exchange, which was not true, as I don't have any missed call nor voice message from her. She stated that I could go any day and if she wasn't there, she would let someone in charge of the exchange. Last Sunday, I sent my daugther as I was working at the hospital. However, store staff again told her that the exchange could not be processed. They mentioned trying to contact the store manager by phone but didn't get a response. Left with no resolution, my daughter returned home with the same defective product.
Jerffy **********
Business Response
Date: 07/11/2025
Dear Jerffy **********,
Thank you for alerting us to the situation. We are currently researching the situation and someone should contact you directly within the next 48 hours.
Initial Complaint
Date:06/17/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned the ring from order ********* to Nordstrom on 6/9/25 and they received the return on 6/12/25. I have not received the refund, although their site has said "We're working on your refund" for 6 days now. I contacted chat customer service and received no help whatsoever. I escalated by email and received no response. Can someone at Nordstrom kindly provide the refund? Nordstrom is difficult to do business with, when anything goes wrong.
Business Response
Date: 06/19/2025
*****, thank you so much for reaching out and sharing your concerns with us. Im happy to let you know that your return has been refunded to your original payment method. You should see the refund reflected in your account as soon as your bank processes it, which usually takes about 3-5 business days. Just a friendly reminder that while our fulfillment center may receive your return quickly, they have up to 12 business days to process it. If you have any more questions or concerns, please dont hesitate to reach out to us here at ************.
Customer Answer
Date: 06/23/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******
Initial Complaint
Date:06/17/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally notify you of a fraudulent account that has been opened in my name with Nordstrom/***********. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the unauthorized ******************************** Name: Nordstrom/TD Bank USA Opened Date: 3/4/2020 Account Number: **************** High **********************: $6,605.00 I respectfully request that you close this fraudulent account immediately and remove any related negative information from my credit report. I also ask that you provide written confirmation of the accounts closure and any documentation available regarding this fraudulent *********** support my claim, I have attached a copy of my Identity Theft Complaint for your reference.Thank you for your prompt attention to this matter.
Business Response
Date: 06/27/2025
Dear ******* ****** ******,
Attached you will find our response to the complaint. Thank you!
Initial Complaint
Date:06/15/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In January of this year, Nordstrom canceled my credit card for non-use even though the expiration date was 2028. As a result of this my credit score dropped over 50 points. This affected my interest rate on a new home mortgage. I contacted the company and spoke directly to management And they refuse to reinstate the card even though it was able to do so. Open a customer of theirs for over 40 years. And always paid my bills on time.
Business Response
Date: 06/20/2025
****,we appreciate you taking the time to share your concerns and giving Nordstrom ************* the opportunity to review and respond. I am including an attached response from our credit department and encourage you to connect with our credit team at ************ should you have further questions or concerns.
Customer Answer
Date: 06/23/2025

Complaint: 23471922

I am rejecting this response because: Nordstrom was able to reactive the account but refused to do so. I have been a loyal customer for many years and the there was no reason for them to deny re-opening the account as the expiration date on the card had 3 years before expiring. The result of their cancelling the card was a **************** my credit score. They did not email me about this situation but sent me a postal letter they sent me notifying me of this. I either did not receive this or it was not opened. I contacted their their legal department with no reply. They asked me through this dispute to contact their customer service number again which is fruitless since my previous communication left me without resolution. I do not want another card issued, I want a correction to the credit reporting agency that I did not default or was delinquent.

Sincerely,

Leif

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Nordstrom, Inc. is NOT a BBB Accredited Business.