ComplaintsforNordstrom, Inc.

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A $50 gift card for Nordstrom was purchased for me at Shoprite in ********* in May 2024 as a Mother's Day gift. Two weeks ago, I attempted to take the sticker off the card to get the access code - bu tthe sticker removed the entire code. I called and emailed numerous times customer service at ******************** and they verified there was a $50 balance but couldn't help as this was a third party purchase. I then went to the Shoprite and they claimed I could be trying to defraud them and would not issue me a new card. I have taken pictures and sent them to customer service at ********************- but was told there was nothing they can do. Please help. Thank you.

  Business response

  08/05/2024

  ********,thank you for sharing your concerns with us and giving us an opportunity to resolve your concerns. I am deeply sorry to learn that you could not use your gift card and that you did not receive the help needed. I am happy to report that we have issued a new gift card that has been sent to your optonline.net email. This gift card should be deployed by end of day next business day. Should you have further questions or concerns please give us a call here at ************.
  

  Customer response

  08/06/2024

  I wanted to let you know that Nordstrom this morning has issued to my email a replacement gift card in the amount of $50.  Thank you for your help.  *****************************
  

  
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was given a Nordstroms gift card as a holiday gift. I put the gift card in my wallet with my other gift cards and a few months ago when I decided to check the balance on all of my Nordstroms gift card, I noticed the access code was missing. It was sticky and looked like it had been peeled off, possibly by the glue strip that they put on back of cards. I called the customer service number and the man who I spoke to confirmed the card had $200. He said without the access code I wouldnt be able to use the gift card but I could either send the bad card in along with the proof of purchase or go to a store and ask them to drain the card. Since this was a gift, I didnt have proof of purchase so I decided to go in to a store. I live in *********. I first went to the ********* store. That day the Managers were not working, so the young man at the register wrote down their names and told me to come back. Since I dont live super close, I figured I would go at some point. Today, I happen to be in Downtown ********* so I decided to go to that store to shop. When I got to the register I paid with one of my other gift cards and told the cashier about the $200 that needed to be drained. She called her Manager. The manger was extremely condescending and made me feel like I was lying or did something wrong. She said, they cant just drain a card without proof or purchase. I explained it was a gift. So she called customer service in front of me and kept shaking her head up and down and said thats what I thought. She proceeded to tell me that they couldnt do anything for me. I was very upset and asked for her name. She refused to give it to me until I explained I was filing a complaint and she told me it was ******. I called customer service and was told the same thing. They were able to see where the card was purchased and the day/time and suggested I go to that store and see if they could look up an old receipt!

  Business response

  08/02/2024

  ******, thank you for contacting us and expressing your concerns. We apologize for the inconvenience you have experienced with your gift card. A replacement gift card has been requested and is expected to be available for use by the end of the next business day. You should have access to the new gift card by Monday,August 5th, 2024, if not sooner. The information regarding the new gift card has been sent to your Gmail account email.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Urgent Resolution Needed for Missing Order No. ********* I am writing to address an issue with an order I placed on July 16, 2024, under order number *********, which included a purse, shoes, and accessories. Initially, the estimated delivery date was unknown. After opening a Nordstrom credit card, I placed several orders, each with varying estimated delivery dates.Recently, I received a notification stating that my package was delivered and left on my front step. However, the package was not delivered, and I have not received it. I have received only one item from the order, which I specified in my communication with your team. Despite contacting Nordstrom regarding this issue, I received a generic response indicating that a refund or replacement could not be provided.As it stands, I am left with a charge of $552.67 plus tax for items I do not have. I am extremely frustrated with Nordstroms lack of accountability for such a significant order, especially considering the absence of a signature requirement for delivery. This experience has caused me to regret opening a credit card account with your company and making multiple purchases.

  Business response

  07/31/2024

  *******, we sincerely apologize for the inconvenience of not receiving your item. As a onetime courtesy we a refund has been processed. Your bank should release these funds within 3-7 business days. To avoid similar issues in the future, we recommend considering an alternate shipping address or utilizing our in-store pick up option for any future Nordstrom orders. These options can be selected during the online checkout process or by contacting our customer service team at ************. If these alternatives are not feasible, we advise utilizing the safety measures provided by our carriers to ensure a secure delivery. Additionally, we recommend filing a police report for any stolen packages, as we are unable to guarantee refunds or replacements in such cases.

• Initial Complaint

  07/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a ring from Nordstrom online on 5/15/2024 and returned it in the mail. They received it on 7/12. Tracking # ********************** I have received an email that they can't issue me a refund.This just happened with a different order and I filed a complaint about that too and it was resolved.Thanks for you help.

  Business response

  07/30/2024

  *****, thank you for contacting us and bringing your concerns to our attention. We apologize for any inconvenience caused by the delay in processing your refund. Upon reviewing your account, we are pleased to inform you that a refund for the ring was issued on 07.29.24. If you use online banking, please note that your bank should release the funds within 3-7 business days. If you have any additional questions or concerns regarding this refund, please feel free to reach out to us at ************. 

  Customer response

  07/30/2024

   
  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

  07/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent the following complaint to Nordstrom on 7/20/2024, and received 4 emails from Nordstrom. I had one call with Nordstrom customer service. "We bought a pair of pants from Nordstrom in **********, **. The cashier forgot to remove the security tag after i reminded. Since we live one hour away from the store, we tried different methods and finally managed to cut the metal pin. But it left a hole in the pants. Please see the attached pants picture and receipt."First two emails from Nordstrom insisted that Nordstrom customer service is not able to help because it was purchased in the store. And I need to reach out to the store to resolve the issue.The second two emails saying Nordstrom is going to place a new order for me and pick up the old one from my house. I accepted the offer. But when I called the Nordstrom customer number provided in the email. I was told again I need to reach out to the store because it was purchased in the store, later she said she would reach out to the store after I pointed out the conflicting solutions provided by Nordstrom and will file a BBB complaint. Attached are the receipt, pants and security tag.

  Business response

  07/31/2024

  *****,thank you for contacting us and bringing your concerns to our attention. I sincerely apologize for any disappointment you may have experienced. I am pleased to hear that the store manager was able to address your concerns. If you have any further questions or issues, please feel free to reach out to our customer care team at ************ or speak with the store manager.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received an email on June 28 2024 from the ****************** Services Account ************ telling me "...due to concerning shopping behavior associated to your online account which we will no longer be able to support. We made the difficult decision to end our business relationship both in store and online due to the unusual shopping patterns." The "unusual pattern" is returning too many items! They based this on the past two years even though I have been a card holder since 2010 and my return pattern has been the same since day one. The reason I buy on-line is that I'm disabled and its difficult for me to shop in stores. Never have they questioned any returns I have made since their return policy has no time limit. The reason for returns is because all brand sizes are different, which is well known in this industry. Also, I have mainly used Nordy Notes for most of my purchases these past 2 years. I earned these notes by using the Nordstrom Credit Card for ALL my purchases, not just Nordstrom. 3 weeks prior to receiving this notice I was upgrade to the highest level in the program, "Icon" status. I have accumulated $682 in Nordstrom Notes, $200 which is due to expire in Sept, that they refuse to let me use since they terminated our relationship. I have earned these credits by meeting their point system in 2023 and 2024. On July 9th, I responded to their email and appealed their decision stating my disability and their open return policy. Their response was "While we are sympathetic, offering a reinstatement is not part of our policy at this point." I requested that I receive gift cards in lieu of Nordstrom Notes but they refuse to respond to me any further. On July 21, I sent an email to their PR **** at headquarters but haven't recvd a response. As of today, my account states "Icon" status, and the credit is now $702. I plan to file an ADA ********* with the **** of ******** ********************* but wanted to see if you can help with this.

  Business response

  08/07/2024

  ******, thank you for reaching out and sharing your concerns with us. I have included a response from Nordstrom **** Services that I have attached. Should you have further questions or concerns please do not hesitate to give us a call here at ************. 

  Customer response

  08/07/2024

   
  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.  I want to thank Nordstrom for their quick review and understanding my situation.   I will continue to be a loyal customer.   
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased at least $4,000.00 worth of women's clothing from Nordstrom: skirts, blouses, shoes, jewelry and brand names boots. I was getting ready to start my new job. Unfortunately I had an unrepairable spinal injury, that affected my legs. Making it difficult to stand for more than a few minutes. I haven't left my house for years. My plans were ruined.

  Business response

  07/26/2024

  ****** thank you for reaching out and sharing your concerns with us. We completely understand the difficulties you've been going through with your medical issues.Just a friendly reminder that you have the option to return any items bought from Nordstrom. Just make sure the items are returned in their original condition - unworn, undamaged, unaltered, and with all original tags still attached. Please keep in mind that returns that don't meet these conditions won't be processed and will be recycled instead of being sent back to you.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 12, 2024, I ordered a Vista V2 stroller from Nordstrom.com, with tracking number ************. This stroller cost over $800. The package was claimed to be delivered by ***** on July 15, 2024. Despite the fact that there someone home all day, the door bell was never rung and no package has been found. Upon reviewing the home security footage, it is evident that the package was stolen within 4 minutes of being delivered. I have shared this video with Nordstrom, who has rejected my refund request. I made this purchase on my Nordstrom credit card, as I am a loyal shopper. In fact, once the stroller was not received, I placed a second order with Nordstrom because I was promised that the matter involving the theft would be solved in my favor. However, my refund was rejected. Then, I filed a dispute with the Nordstrom credit card, where I shared the video and the police report that was filed. Once again, my refund request was rejected. I have provided ample evidence that this package was stolen. At this point, I am stuck paying twice the price of this stroller because Nordstrom, *** and their credit card completely refuses to help me. As a first time mother, this is a very stressful and unbelievable position to be placed in. Nordstrom is not a company that respects their customers and they no care for the money and stress of their customers. They do not care about truly helping. In their refund rejection, they claim that their investigation shows the package was delivered, but how come the fact that the package was stolen is not taken into account? How about the fact that I purchased the item again? I now have to pay twice the price, over $1600, for the stroller. I do not feel valued as a customer, especially since I was planning on doing all my baby shopping at Nordstrom. I want a refund of my money, I simply cannot pay for a product that I did not receive, especially after all the evidence I provided towards my point. Please assist me in this matter.

  Business response

  07/26/2024

  ******,we sincerely apologize for the inconvenience of not receiving your item. A refund in the amount of $816.55 has been processed. Your bank should release these funds within 3-7 business days. To avoid similar issues in the future, we recommend considering an alternate shipping address or utilizing our in-store pick up option for any future Nordstrom orders. These options can be selected during the online checkout process or by contacting our customer service team at ************. If these alternatives are not feasible, we advise utilizing the safety measures provided by our carriers to ensure a secure delivery.Additionally, we recommend filing a police report for any stolen packages, as we are unable to guarantee refunds or replacements in such cases.

  Customer response

  07/30/2024

   
  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

  07/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this **** with charter communications, I do not have contract with NORDSTM/TD, they did not provide me with the original contract as i requested.

  Business response

  08/02/2024

  ******, thank you for contacting us and expressing your concerns. Please find attached a response from Nordstrom **** Services. If you require further clarification or have additional questions, please feel free to contact them at **************.
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am not liable for and this debt with Nordstrom *** is invalid. This account was charged off on January 10, 2023, with a $7,899.83 outstanding balance. I have disputed this account several times and submitted a complaint with the ***** The response received was not adequate. The contract provided did nothing to hold me liable for this incorrect debt. I have been a victim of data breaches and identity theft. This is not my account.

  Business response

  08/01/2024

  ******, thank you for contacting us and expressing your concerns. Please find attached a response from Nordstrom **** Services. If you require further clarification or have additional questions, please feel free to contact them at ************. 

*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. ↩