ComplaintsforNordstrom, Inc.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order online. I paid for the order. It was a suit. Two days later Nordstrom sends me an email stating that half the suit is sold out, but the other half they are shipping to me. I received the email at 5:15 pm on Wednesday. At 9:30 am on Thursday I called to cancel the order altogether, as I have no use for half a suit! The fabrics won't match if I purchase a half a suit elsewhere. The person I spoke to stated the order cannot be cancelled because it is too late because the window to cancel has closed. This is ridiculous business practice. I'm out money and patience with Nordstrom.com. I wouldn't place an order for an item that is sold out. Now they're forcing me to pay for an item that's useless without the other half. Give me a break.

  Business response

  08/20/2024

  *******, I sincerely apologize for the cancellation of your item from your order. It is always our goal to provide the best possible experience for our customers, and I regret any disappointment this may have caused. I appreciate your time in speaking with me this afternoon, and I have taken the necessary steps to issue a refund for the canceled pant item. If you have any additional questions or concerns, please feel free to contact us at ************.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am reaching out to provide valuable feedback and also seek your assistance.My experience with Nordstrom has always been extraordinary. The service has been unmatched accross the industry. However, my experience has taken a drastic turn due to my recent purchase of sunglasses ( Prada sunglasses). I originally placed the order on 8/3 and picked up a couple of days later. When I got home and took the glasses out of the box, I was surprised to see that the glasses had finger prints all over them, were scratched and had grease stains on them. When I took them back to Nordstrom, the folks there were ashamed and apologetic for the condition of the glasses. They told me they would order another pair and I would be alerted when ready for pickup.I was alerted that my sunglasses were ready for pick up on 8/12, thus I drove to Nordstrom again and decided to inspect them before driving off. Well, to my surprise, they were AGAIN in horrible condition. The sunglasses had scratches, finger prints and a sticker on them that proved they were returned. When I showed them to the employees and Service Manager (**********) they were surprised to see the condition of the glasses and apologized. If you look at my history with Nordstrom (phone number provided below), you will confirm that I have been a loyal member and have never had any issues or asked for any type of compensation, however, after my ordeal I believe that a 20% coupon to the store cafe is completely unacceptable!!!! To be *****, I am completely shocked that Nordstrom has opted to provide such poor actions to help remediate such a HORRIBLE customer experience!! Certainly not the ******************** standard we all know!! I would greatly appreciate a call from a corporate team member as the local leadership has completely failed to address this matter.

  Business response

  08/22/2024

  Dear ***************************,

  We take your feedback seriously and are addressing this matter with our team. Service is our top priority, and we are sorry we let you down. I know you have requested additional compensation but that is not something we are able to accommodate. We believe the best way to address service failures is by fixing the problem, to ensure that it does not happen again. Our primary goal is to make sure that we build your trust back by taking the steps necessary to improve this experience going forward. We do this by providing feedback and coaching appropriately.

  Customer response

  08/22/2024

   
  Complaint: 22144092
  
  I am rejecting this response because:
  

  To be clear, I am not necessarily requesting compensation in form of cash or a check. I do believe that at MINIMUM, you should call me to first apologize, discuss what steps you are taking ensure we are preventing this issue from recurring and then offer a credit or discout on my next purchase. 

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

• Initial Complaint

  08/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made an in store purchase on Thursday August 8th and returned 4 of those items in store on Friday August 9th and was given a paper copy and an emailed copy of the return receipt for a refund. There was an item that didn't match up apparently with what they showed on their screen based on the barcode but tags and everything still in tact and had the original receipt. The man doing my return had a manager come over and check it out and approved my return for not only that item but all 4 items being returned. I called the store I made the return at on 8/12/24 since my bank told me that return was voided by store and I had to call them and they said because of the item not matching they couldn't give me my refund. When I tried to get more of an explanation as to why they approved the return in the first place while I was there and had a manager check into it and approved the return just to void it and not even contact me or anything. They now have those 4 items AND my money and as a customer I am with nothing. I had to wait days just to have to call them to get answers. When I called back on 8/12/24 i spoke with a manager and didnt get help at all for a resolution and was hung up on. I called back and answering machine said the store closed at 6 that day. I have concerns with not only did they approve the original purchase and take my money then but also approved the return while I was right there in store both times they can clearly see the items on screen and items Im purchasing/returning and gladly took them back but now that Im gone and without notice voided that refund. In my opinion not only is this ridiculous and not fair to me the consumer but the store is completely at fault. They had 2 chances to deny purchase or refund and didnt. They approved both and now Im out of merchandise and my money. This is very unprofessional and I want my full refund.

  Business response

  08/19/2024

  Thank you for contacting us and bringing your concerns to our attention. Your complaint regarding your returns has been forwarded to the store manager for review. It has come to our attention that the store manager has been in contact with you to facilitate the return process. If you have any further inquiries or require additional assistance, please do not hesitate to contact the store manager via email or phone.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a pair of shoes for $1,150. Shoes were marked to be deliverd on 6/19/24. When I check my tracking info on 6/19/24 the message said that my shoes were delivered on 6/18/24. I never received any shoes. Also, a package with a value that high requires a signature. I never signed for anything. The picture used as proof package was delivered was not a picture of my home. Reached out to Nordstrom with this evidence and they lied and said they would do an investigation in ***** hours. They emailed me literally 2 hours after and said the investigation was complete and case closed ruling in their favor and gave me no more info. It would be impossible to complete an investigation that fast. This experience has been terrible all the way around and I want my money back in full.

  Business response

  08/13/2024

  *****************, it is disheartening to hear that your package was not received. While we understand that issues may arise once packages leave our facility, please note that refunding or replacing merchandise reported as not received is at Nordstrom's discretion. Our Delivery Research department has informed you that, following our internal investigation, we will not be able to proceed with a refund or replacement. We recommend filing a police report and once the investigating officer ******** us with a subpoena, we will disclose the details of our investigation. It was also noted that you have initiated a dispute with PayPal that is showing still open and under review. In such instances, Pay Pal will work in collaboration with our financial team and provide you with updates on their findings. It is important to note that once a dispute is underway, we are unable to issue any refunds for the order to avoid any potential complications.Please be aware that the final resolution of this matter will be determined by the decision reached between Nordstrom and Pay Pal during their investigation.For any updates regarding the dispute you filed, we recommend reaching out to Pay Pal directly.

  Customer response

  08/13/2024

   
  Complaint: 22132865
  
  I am rejecting this response because:

  You are giving excuses and general responses. The complaint with paypal was opened because your incompetent research team said they completed an investigation in under 2 hours which is not possible. They didnt research anything. They just closed the case immediately after seeing some bogus pictures on whatever carrier site they used. a package of that value requires a signature. No carrier ever came to my residence asking for a signature. The photo of a box on the ground is not evidence of being at the right address and if theres a photo then that means no signature was asked for because at that point it wouldve been handed to someone. Im not accepting your response. I no longer the product from you, I want a refund  

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

  Business response

  08/16/2024

  ****, we want to start by apologizing for any disappointment you may have experienced. We understand that you have not received your package and have opened a dispute with Pay Pal. We kindly ask for your patience while the Pay Pal investigation is ongoing. Please know once a dispute is in progress, we are unable to issue any refunds to prevent any further complications. The final outcome of this matter will be determined by the investigation conducted between Nordstrom and Pay Pal. For any updates on the status of the dispute, we recommend contacting Pay Pal directly.

  Customer response

  08/16/2024

   
  Complaint: 22132865
  
  I am rejecting this response because:

  and that is entirely your fault. If your team didnt display such disregard and incompetence to my initial complaint then I wouldnt have had to open a dispute with PayPal. Your team never once attempted to do their job. Instead they just immediately marked my claim as complete less than 2 hours after receiving my request. They did no investigation at all. Very pathetic effort.  You should consider retraining your entire team. 
  
  Sincerely,

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

• Initial Complaint

  08/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, I placed an order for 3 skincare products on Nordstrom on 08/02/2024 and I never recieved my order. The tracking of order number: ********* says "delivered" but when I went downstairs to my lobby to pick up, it wasn't there. I called and emailed customer service but they said that they were unable to help me and told me to file a police report but even if I did, they said that they still wouldn't be able to help because it would be considered a "Criminal activity" so now I am just at a loss for a total of $446.39. They also included in the email saying that I should've used *********** or ***** as the shippers to keep it safe like it was my choice that Nordstrom used CDL as shippers to ship my order. They should've used a signature required package since it's an expensive order. I would like a refund for this order that I did not receive. **************** number ************ was not helpful especially this customer service rep called "***************" and I tried escalating 2 times with little to no help.

  Business response

  08/13/2024

  *************, it is disheartening to hear that your package was not received. While we understand that issues may arise once packages leave our facility, please note that refunding or replacing merchandise reported as not received is at Nordstrom's discretion. Our Delivery Research department has informed you that, following our internal investigation, we will not be able to proceed with a refund or replacement. We still recommend filing a police report and once the investigating officer ******** us with a subpoena, we will disclose the details of our investigation. Should you have further questions or concerns please direct them to the ongoing email thread with our financial services team.

  Customer response

  08/13/2024

   
  Complaint: 22132662
  
  I am rejecting this response because this is ridiculous. All I want is a refund for items I didn't get and you guys are making this so hard. I am surprised a big company like Nordstrom would scam people of their hard earned money. I am sure all the people here on BBB initially came here because they had a problem with their order as well or worse like me. Missing orders should not be the responsibility of customers and ******************** should've used a more reliable shipping service such as ***** or **** instead of "CDL" to ship an expensive $400 order. Now I am just at a loss of money and Nordstrom is not willing to help. Please understand where customers are coming from and give me back my money!
  
  Sincerely,
  
  *************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted customer service at ******************** for my credit balance. I was asked questions to verify my identity. I was asked to verify my email address which is and has always been ************************ I was told that is not the email on the account. I asked if there was another way to verify my identity. I was asked to verify my phone number. I gave my phone number and was told my phone number could not be dialed and that I would need to come into the store to complete the verification process. I have never heard of this before. I asked to speak to a supervisor and was connected to ******************** She confirmed that the only way for me to complete the verification process was to go into the store. This is a big inconvenience for me to come into the store to correct an error that the store created. I want my email address corrected and an apology from the store and a credit for my inconvenience.

  Business response

  08/19/2024

  *******, thank you for reaching out and sharing your concerns giving us an opportunity to respond. I have attached Nordstrom ************* response to your inquiry. Should you have further questions regarding their response please do not hesitate to contact them at **************. 

• Initial Complaint

  08/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to request a full refund for my online order number *********. *** has declared this item lost in transit, and I have received confirmation of this from them via email.I have received three emails from Nordstrom indicating that a refund will be issued to my **** card ending in 1465. However, after contacting your customer care team by phone today, I was informed that there is no clear timeline for when the refund will be processed.Given the circumstances, I am requesting that a full refund in the amount of $220.00 be issued as soon as possible. Also I have attached a picture of my front door. The picture from the residence did not much my house or any other house on my street. Thank you for your prompt attention to this matter.

  Business response

  08/13/2024

  *************************, it is disheartening to hear that your package was not received. While we understand that issues may arise once packages leave our facility, please note that refunding or replacing merchandise reported as not received is at Nordstrom's discretion. Our Delivery Research department has informed you that,following our internal investigation, we will not be able to proceed with a refund or replacement. We recommend filing a police report and once the investigating officer contacts us with a subpoena, we will disclose the details of our investigation. It was also noted that you have initiated a dispute with your bank. In such instances, your bank will work in collaboration with our financial team and provide you with updates on their findings. It is important to note that once a dispute is underway, we are unable to issue any refunds for the order to avoid any potential complications. Please be aware that the final resolution of this matter will be determined by the decision reached between Nordstrom and your bank during their investigation. For any updates regarding the dispute you filed, we recommend reaching out to your bank directly.

  Customer response

  08/13/2024

   
  Complaint: 22126172
  
  I am rejecting this response because:
  
  The information provided by Nordstrom is both incorrect and false. The picture provided by *** does
  not show the front door of my residence. I have submitted a picture of
  my front door as requested. Additionally, Nordstrom has failed to
  acknowledge the emails from their customer care team, which stated that
  the package was lost in transit. Furthermore, their company promised a
  refund in three separate emails, but this refund has not been issued.
  
  Regards,
  
  *************************

  Business response

  08/19/2024

  **, we understand that your recent experience has been distressing and we appreciate your eagerness for a resolution. Please rest assured that we have taken the necessary steps to investigate the missing ****** sneaker. After thorough collaboration with our Delivery Research team and completing our inquiry, we have determined that a theft has occurred since the item is not in your possession. Unfortunately, Nordstrom is unable to provide compensation for criminal acts. We recommend filing a police report for the missing item. Also, we have found no emails promising a refund, only an email denying your request. Additionally, we have reached out to you requesting a picture of your door with the address visible but have not received a response. We apologize that we are unable to move forward with a refund as you have requested. If you have any further questions or concerns, please do not hesitate to contact us at ************.

  Customer response

  08/20/2024

   
  Complaint: 22126172
  
  I am rejecting this response because

  
  
  "After rejecting Nordstrom's response, I provided all the pertinent information, yet they completely disregarded my emails. They claimed the item was lost in transit and ignored several emails stating that a refund should be issued."

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

  Business response

  08/21/2024

  Rj, we acknowledge your request for resolution, however, after careful consideration, our final decision is not to proceed with a refund or accommodation. Please be advised that this decision has been made by our executive team and is supported companywide.
  

  Customer response

  08/21/2024

   
  Complaint: 22126172
  
  I am rejecting this response because 

   

  
  
  I fully reject Nordstrom's decision once again because I have information and documentation showing that this item was considered lost in transit, along with several emails stating that a full refund was to be provided.
  
  

   

  Sincerely,
  

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

• Initial Complaint

  08/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spoke with ****** the store manager today at ****************** about a purchase I ordered online and returned in store at ****************** Nordstrom in ******* ******* it was for a pair of *************************** heels i went into store returned it with the manager in the shoe section and was supposed to receive my refund in a gift card and when I went home and tried to use the gift card to place an order online with customer service the gift card shows up gift card not found i was also directed by Nordstrom online customer service to refer back to the store that originally issued me the gift card since they stated there is nothing they can do about this since they are not the one that have issued me this gift card it is the store and there are no blocks placed on the card by them and that the store seems to have the funds on hold. This is very inconvenient for me to have to go through this now for days I relied on ****** the store manager at ****************** to handle this since it is his stores fault that the return did not go back to the gift card. I believe no one at this store location is taking there job serious including ****** himself the store manager. This is completely against Nordstroms Policy to handle a customers concerns like this. Its not right I have returned the heels already with the ** code receipt that I had and I am left now with not receiving my refund at all. I would like help on this immediately I also have a Receipt from the day the return was made and it shows the funds were supposed to be placed on this gift card. And as of now no one in Nordstrom has gotten back to me about this at all. And the funds for my return I made are missing and have not been issued back to me. This is a retail company Nordstrom stealing from there customers.

  Business response

  08/22/2024

  After review the remaining funds on the gift card were reinstated and the gift card was reissued to the customer.

• Initial Complaint

  08/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They have failed to accurately report to the credit card bureaus. Which from the large amount of other similar complaint on BBB is something they do quite often, with very little regard for the consumer. I made a payment on 05/05/2024 which they failed to report to the credit card bureaus and have actually listed it as a missed payment. I disputed with the credit card bureaus, and they on 08/08/2024 AGAIN reported the same information. When I spoke to them on the phone on 8/10/2024 they acknowledged their error and told me "they do not do off cycle reporting" so there is nothing they can do on their end to fix their mistake and to file another dispute with credit bureaus in hopes that this time they will report it correctly?

  Business response

  08/19/2024

  ********, thank you for reaching out and sharing your concerns giving us an opportunity to respond. I have attached Nordstrom ************* response to your inquiry. Should you have further questions regarding their response please do not hesitate to contact them at **************. 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Expensive package lost due to Nordstrom's bad handling, and Nordstrom refuses to refund.My order number is #********* from nordstrom.com Before I ordered from nordstrom.com, I called and chatted with the agent to please add a signature requirement for my package because it's $740. The agent promised. On 08/07/2024 I took off work for the whole day waiting for the package to arrive. However the delivery company CDL just dropped the package in the lobby. I immediately went to the lobby to get the package but it was gone. I have CCTV footage to prove someone stole it.After this happened, I have called Nordstrom 5 times, emailed different departments, opened investigations, I also reached out Nordstrom via ******** but nothing worked, Nordstrom refuses to give me a refund.Nordstrom is definitely at fault here because 1. Nordstrom should have added signature requirement to fulfill its promise to me 2. CDL has a very bad reputation. They are known for stolen packages and irresponsible, me and many other people I know have submitted this feedback to Nordstrom many times but it doesn't do anything 3. I have filed a police report Reference Number REF_9344723 to show my claim is valid and truthful. 4. I can provide CCTV footage for the delivery if needed.5. I have been a loyal customer of ******************** since 2017 and I have spent tens of thousands dollars in Nordstrom stores and online. Nordstrom has been my favorite place to shop, I expect to be treated with respect and care, Nordstrom should make sure when customers order expensive items, they will be safely delivered to the customer's hands without worrying all day, and end up not getting it. I would like to get a refund for the order I never got. I shouldn't pay for the order I never received due to no fault of my own.

  Business response

  08/20/2024

  I'm sorry to hear about your experience. I'm happy to report that your refund has been issued. 

  Customer response

  08/20/2024

   
  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,
  
  ***************

*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. ↩