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Business Profile

Department Stores

Nordstrom, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Department Stores.

Complaints

This profile includes complaints for Nordstrom, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Nordstrom, Inc. has 140 locations, listed below.

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    Customer Complaints Summary

    • 1,641 total complaints in the last 3 years.
    • 379 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/11/2025

      Type:Product Issues
      Status:
      Answered
      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 4/9/25, I returned to Nordstrom at *************** in DE to complete a refund for a perfume tied to a prior complaint involving mistreatment. Associate Kyliealso involved in the original incidentrefused to process the return and sent me upstairs. **************** confirmed this was incorrect. *****, the associate/manager upstairs, said he was aware of the situation with this transaction, which felt biased and inappropriate, especially in front of staff and customers. He then refused to issue the refund unless it was put on a gift card, despite my receipt showing $460 was paid in cash. I showed both receipts. There was no valid reason to deny a cash refund per Nordstroms own policy. I asked for a manager and was told ****** was not on site. I stood in-store on hold with Nordstrom customer service before the call disconnected without follow-up. I was made to feel as if I had done something wrong. This is now the third incident, and it reflects a pattern of dishonesty, poor training, and mistreatment.

      Business Response

      Date: 04/15/2025

      Thank you forwarding this concern to our attention. **************** is a top priority at ********************. We have a process for handling situations such as this and ****** ******** is the appropriate point of contact. Weve completed a thorough investigation into what transpired and understand the customer has received a full refund for the open item she returned.  

    • Initial Complaint

      Date:04/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 for a ***** ****** Purple Label hoodie (size medium) on March 10, 2025. The item that was shipped to me was the wrong item. I received a ***** ****** Purple Label hoodie (size medium), but with the completely wrong design on the front. I immediately requested a return and shipped the product back with the reason as "wrong item." The total for the item was $476.59. The item that I received was the SAME item I received directly from Nordstrom. I placed a dispute with my credit card company but Nordstrom is refusing to issue the refund and saying it was not a Nordstrom item that was returned. PLEASE look into the item history to figure out where this item came from and find pictures of it before it was sent to me. You will find that the item I returned is the exact item that was shipped to me!!

      Business Response

      Date: 04/16/2025

      *****,that sounds really frustrating. Thank you so much for bringing your concerns to our attention; we truly value the opportunity to help. I'm deeply sorry to hear that you were disappointed. Weve processed your refund, and we kindly ask that if you receive an incorrect item in the future, you return it in-store or give our Care team a call. This will help us document everything for you. We really appreciate your understanding!

    • Initial Complaint

      Date:04/10/2025

      Type:Product Issues
      Status:
      Answered
      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 some cosmetic items from Nordstrom and one of the item( perfume) was missing when i received the package, I contacted them, they said the item left the facility and says delivered to the customer, so they were not responsible for the lost of the item. I am very disappointed how they handle the issue, called the customer service couple of times they reject to solve the problem. I need a refund for the item that i paid for and never received. Thank you so much in advance !

      Business Response

      Date: 04/16/2025

      Miray, we sincerely apologize for the inconvenience of not receiving your item. A refund in the amount of $ ****** 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

      Date:04/08/2025

      Type:Product Issues
      Status:
      Answered
      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 designer handbag from Nordstrom through their website using ****** Monthly. When the item arrived, I immediately noticed several red flags suggesting it may not be authentic. The branding on the inside of the bag did not match the standard YSL logo (I own multiple authentic YSL bags), and the item arrived without standard packaging, such as a branded box or dust bag. As a result, I returned the item using the prepaid shipping label Nordstrom ******************* confirms that the return package was successfully delivered to Nordstrom. When I followed up with their customer service, I was told that the item was received but was subsequently lost in their facility, and because they cannot confirm what was in the package, they are refusing to issue me a refund.I escalated this through ******, who denied my claim, but I have provided all necessary documentationincluding tracking confirmation, a comparison image showing the branding discrepancy, and a screenshot of the original product listing. I followed all return instructions precisely and acted in good faith.Nordstrom has acknowledged receiving the return but refuses to process a refund due to an internal issue on their end. I am simply asking for a refund or store credit for the item I returned. Their failure to take responsibility for a lost return is both unreasonable and unethical.

      Business Response

      Date: 04/16/2025

       *****, thank you for contacting us and expressing your concerns. I sincerely apologize for the inconvenience caused by the delay in processing your handbag refund. We have now issued the refund, which will be credited back to your ****** account. If you have any further questions or concerns, please do not hesitate to reach out to us at ************. 

    • Initial Complaint

      Date:04/08/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 March 24 2025 I ordered my mom a birthday gift from Nordstrom and I had it gift wrapped, I picked the boots up the next day ( mind you they were gift wrapped) on our birthday celebration when my mom opened the box to our Suprise it was not what we ordered, I called Nordstrom customer service and the *** said just to return them, I checked the website and the boots were not going to be available until April 7th, I went to Nordstrom today (4/8/2025) and first it seemed like I was being told I already returned the boots and they had given me back my money, then the manager called customer service and said the person who packed my order mixed it up with another order and my order went to another state, they offered to re-order my boots (which they did) however I do wish for a price adjustment for my inconvenience and my mother's birthday being ruined and I was not offered anything but a hard time

      Business Response

      Date: 04/17/2025

      ******, thank you so much for reaching out and sharing your concerns with us. We truly appreciate the chance to respond. Were deeply sorry to hear that we let you down, and it was never our intention to disrupt your special family moments. We understand how important these times are. While were unable to offer compensation, we believe the best way to address service issues is to ensure they dont happen again. However, we would love to reimburse you $40 for the gas you spent traveling to Nordstrom. This will be applied to the **** card you used for your order. Thank you for your understanding! 

      Customer Answer

      Date: 04/17/2025

       
      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:04/05/2025

      Type:Product Issues
      Status:
      Answered
      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 used my Nordstrom **** Credit card to buy 2 Fitflop slippers from Nordstrom Rack Purchased online order number522025719. shortlyafter I bought them and used them at home only they started tearing and caused me to trip over several times nearly severely injuring me they are completely torn up now and not usable. I have slippers of other brands i bought from other storesthat I have been wearing for over 20 years and they do not have any issues or tearing or tripping me or *********** friend told me today I should call Nordstrom customer care to get my full refund of $63.54, I called but they refused to take accountabilityfor selling me bad merchandise.

      Business Response

      Date: 04/09/2025

      *****,thank you so much for reaching out and sharing your concerns with us. We truly appreciate the opportunity to assist you. We're deeply sorry to hear that the fit flops didn't quite meet your expectations. We've processed a refund for them, which your bank should release within 3-5 business days. Just a friendly reminder for the future: any items purchased at Nordstrom Rack that dont meet your needs or arent up to your standards can be returned for a full refund within 40 days of purchase. Items must be returned in their original packaging,including hangers, hang tags, dust bags, eyewear cases, shoe boxes and gift boxes when applicable. Items must not be worn, altered or damaged. Thanks again for your understanding!

    • Initial Complaint

      Date:04/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My order number is ********* Order date 03/10/2025 Deliver with *** but never received I contacted Nordstrom about my order never received and was told its nothing they can do about my order. I spent $294 for children 2 piece outfit and boxers, I suppose to received 15 items in my order . *** never came to my house and I would like my package to be investigated and a refund or my items redelivered.

      Business Response

      Date: 04/09/2025

      Othesha,thank you so much for reaching out and sharing your concerns with us. We really appreciate the chance to help you. We're truly sorry to hear that you haven't received your package and understand how disappointing this must be for you.Our delivery research team looked into this thoroughly and found that the order was marked as successfully delivered. We also noticed that you filed a dispute with your bank. At this point, the bank will work directly with our financial team, and your bank will be in touch with you regarding their findings. During these investigations, we're unable to process any transactions. Just a heads-up: the decision made between Nordstrom and the bank will be the final outcome of this investigation. For any updates, please feel free to reach out to your bank regarding the dispute.

      Customer Answer

      Date: 04/09/2025

       
      Complaint: 23162624

      I am rejecting this response because: a manager from Nordstrom told me in order to get my money back I had to close to dispute with the bank, the bank closed out my dispute and then Nordstrom told me its nothing they can do. They want me to close out the dispute knowing they wasnt going to help me, now every time I called Nordstrom to find out about my package or money and the get my order number then all or a sudden the call ended, they keep hang up on me when I called. ******* said the dispute already closed out on their part so I have to work with Nordstrom. My package was never delivered, its a scam somewhere, I also have cameras at my house and it never showed a ups person at my house, I also send the footage to Nordstrom, I need my money back directly from Nordstrom because on the bank end its no dispute. And Nordstrom know that. 

      Sincerely,

      Othesha *****

    • Initial Complaint

      Date:04/04/2025

      Type:Product Issues
      Status:
      Resolved
      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 two items to Nordstrom's that were defective Nordstrom's is one of my favorite stores I buy all my nice clothes from them I've been shopping for with them for a long time and I really enjoy them I have been I returned two items and they were processed on February 14th to a debit card that does not exist the account does and the money bounce back to Nordstrom's on February 12th and they're saying I have to wait 8 weeks if that I contacted I I contacted consumer finance in the OCC citizens never received the money I told Nordstrom's they said it doesn't matter it's going to take 8 weeks for you to get it back they're holding my money a company that I love shopping with order number *********** the other one is *********** Nordstrom's in honorable company it's just whoever's handling this is being inefficient please fix this and so I continue to shop with Nordstroms

      Business Response

      Date: 04/11/2025

      Dear ***** ********,

      Our records indicate this was resolved by our customer care team. Please don't hesitate to reach out with any additional questions.


      Customer Answer

      Date: 04/12/2025

       
      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:04/04/2025

      Type:Product Issues
      Status:
      Answered
      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 two orders to ************************ via ****. Unfortunately, I mixed up the **** return shipping labels. I called customer service to explain and they documented everything. The order numbers are below and both were returned and received by ************************. Order #********* Propet Sneakers Order #********* Caslon Sweatshirt Jacket Their delivery research department is refusing to refund both orders even though they were received. The delivery research department is overseas and has given me the runaround in the past. They are terrible. They also owe me a $10 Nordy Note used to purchase the Propet sneakers.

      Business Response

      Date: 04/08/2025

      ****, thank you so much for reaching out and sharing your concerns with us. We truly appreciate the chance to assist you. Im happy to let you know that a refund has been issued for both of your orders. If you have any more questions or need further assistance regarding these refunds, please feel free to give us a call at ************. We're here to help!

    • Initial Complaint

      Date:04/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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#********* I placed an order for a ***** ****** slim knit pants in the amount of $89.88. I never received the package. If you look at the ****** delivery photo and delivery it clearly states delivered to ********** and I live in sunrise. It's clearly a different city than where I live. There should be no issue with refunding me. I first ask for a reshipment but the agent said the item was out of stock. This is not like a recurring issue this is the first time Ive ever shopped with Nordstrom. I received an email that my refund was denied. The problem speaks for itself. This is in my favor. I don't even live in an ************. They clearly delivered to a different place not my GPS coordinates. I want a refund. This is not my problem and I should not have to deal with this problem. I paid for the item and I never received it. There is enough evidence to clearly show It was misdelivered. First time doing business with Nordstrom and last.

      Business Response

      Date: 04/08/2025

      ****,thank you so much for reaching out and sharing your concerns with us! We truly appreciate the opportunity to respond. We're deeply sorry to hear that your package hasnt arrived, as this is definitely not the experience we want for our customers. After a thorough review with our Delivery & Research team,we found that the package was confirmed as delivered, so we wont be able to process a refund for this order. If theft is a concern, we recommend filing a police report for your protection. If you have any more questions, feel free to continue the conversation with our financial services team via email, or you can give us a call at ************.

      Customer Answer

      Date: 04/08/2025

       
      Complaint: 23156971

      I am rejecting this response because:

      no package was ever received we will challenge the gps coordinates in small claims court along with actual proof residence house is not what is shown.

      Sincerely,

      **** ******

    Nordstrom, Inc. is NOT a BBB Accredited Business.

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