Complaints

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

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  Nordstrom, Inc.

  1700 7th Ave Ste 1000 Seattle, WA 98101-4407

• 

  Nordstrom

  700 Fairmount Ave Towson, MD 21286-1037

• 

  Nordstrom

  1600 Stoneridge Mall Rd Pleasanton, CA 94588-3246

• 

  Nordstrom Inc.

  135 Westchester Avenue White Plains, NY 10604

• 

  Nordstrom

  8075 Tyson Corner Center Mclean, VA 22102

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:08/04/2024

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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

  Date:08/01/2024

  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.

  Dear *** or Madam:The new tracking number shows that the return has arrived and Nordstrom agent told me on the phone that the return package has been delivered.The Order number is #********* The new tracking number is ************ And it Signed for by: NORDSTROM Not the old tracking number.I return two items to ********, I contacted Nordstrom, and they gave me a new label and I sent the twoitems . The new tracking number is ************, and it arrived at Nordstrom on June 10. I contacted Nordstrom later and they said the package had arrived, but it has been a month and I still haven't received a refund. I returned the item but I didn't receive a refund. The items are *************************** Jacket,black,size 3 and ***** Logo Leather Sneaker (Men) ,white print,8.5US I returned it to Nordstrom and it arrived at Nordstrom on June 10. I contacted them later and they said the package had arrived, but it has been a month and I still haven't received a refund I put two items in one box, and I use the new label that Nordstrom gave me .The tracking number is ************, they have arrived at nordstrom on June 10, they are *************************** Jacket and ***** Logo Leather Sneaker (Men)I have returned these two items to nordstrom, please refund me.Sincerely,

  Business Response

  Date: 08/05/2024

  *****, I sincerely apologize for the inconvenience regarding the refund for your return.After a thorough investigation conducted by our Delivery & Research team,it has come to our attention that the fulfilment center has not yet received your item. As a result, we are unable to proceed with the refund until the return is received and validated. I am truly sorry for any disappointment this decision may cause.  
  

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22078867
  
  I am rejecting this response because:
  Dear Sir or Madam:
  The new tracking number shows that the return has arrived and Nordstrom agent told me on the phone that the return package has been delivered.
  The Order number is #*********
  The new tracking number is ************
  And it Signed for by: NORDSTROM
  Not the old tracking number.
  
  I return two items to ********, I contacted Nordstrom, and they gave me a new label and I sent the  twoitems . The new tracking number is ************, and it arrived at Nordstrom on June 10. I contacted Nordstrom later and they said the package had arrived, but it has been a month and I still haven't received a refund. I returned the item but I didn't receive a refund. 
  The items are *************************** Jacket,black,size 3
  and ***** Logo Leather Sneaker (Men) ,white print,8.5US
  
  I returned it to Nordstrom and it arrived at Nordstrom on June 10. I contacted them later and they said the package had arrived, but it has been a month and I still haven't received a refund
  I put two items in one box, and I use the new label that Nordstrom gave me .The tracking number is ************, they have arrived at nordstrom on June 10, they are *************************** Jacket and ***** Logo Leather Sneaker (Men)
  
  I have returned these two items to nordstrom, please refund me.
  
  Sincerely,
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/08/2024

  *****, thank you for contacting us. We understand your concerns regarding your returns. However,we are unable to issue any accommodations or refunds for your returns until the items are received and validated. We know this may not be the response you were expecting, but please know that we did not make this decision lightly. We apologize for any disappointment this may have caused.
  

• Initial Complaint

  Date:08/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to Nordstrom about items I didnt receive. This is my statement that I send them. I am writing in concern about my Order #*********. That the delivery company stated that they delivered. The customer service stated that the delivery company left the package at my door. But when I arrived home there was no package. I would like to now what are your company going to do about my package that I did not receive. Your company have received the money for the purchased items. But I dont have them. Please send me the items that I purchased or give me a refund. Because I have no received what I ordered. And this is there response, am contacting you regarding your claim of missing item(s) from your recent Nordstrom order *********. After concluding our internal investigation, we have confirmed successful delivery of the package with all items present. At this time, Nordstrom has made the decision not to issue a refund or replacement as was requested.I understand that this is a frustrating situation and wish we were able to give you the answer you are looking to hear. At this time, I can only offer recommendations to protect yourself against this happening with future shipments. For instances of theft, we recommend our customers to first start with their local law enforcement. Filing a police report will provide the police with information about your situation.I would like to recommend considering an alternate shipping address or in-store pick up for future Nordstrom orders. This can be selected during checkout while ordering online. If this is not an option, I encourage you to use the options offered by our carriers that ensure a safe delivery. I have included links to their programs below. Instead of refunding my money or the products that I purchased. This is very poor customer service.

  Business Response

  Date: 08/05/2024

  ********, we had the opportunity to investigate this complaint closely with our Delivery & Research team. After much review and careful consideration, we will not be honoring a refund for the missing package from this order and maintain our Delivery & Research's decision in denying the refund. Based on our findings, we have confirmation the package was delivered. If theft is involved, filing a police report is highly recommended.All additional questions can be directed to the ongoing email thread with our financial services team. Additionally, you may reach us at ************.

• Initial Complaint

  Date:08/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  What Happened:I am a victim of identity theft, and there is an unauthorized account from NORDSTM/TD on my credit report. I did not open or authorize this account.Account Number: **************,Opened: 10/02/********************************: ************ Resolution:I request that NORDSTM/TD investigates this fraudulent account and removes it from my credit report. Additionally, I ask that they cease any further reporting of this unauthorized account to the ********************** bureaus.

  Business Response

  Date: 08/15/2024

  ******, 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

  Date:07/30/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm very disappointed with Nordstrom card services. They put my card on hold without my consent or my acknowledgement. I made a payment on my account for $1,500 around July 5th & the check cleared. They immediately put my account in the fraud ***** It's been 21+ ******** haven't received ANY correspondence at all. I called twice around July 5th & spoke to two different agents on two separate days. I tried to use my card for a small purchase around July 6th & it did not work. Keep in mind that my account was in good standing and not delinquent. I told the 2nd agent to have the exact person from the fraud team who put the hold on my account to contact me regarding this matter. How unprofessional of a company and person do you have to be to place a hold on someone's account with no communication at all? It was very weird that absolutely NO ONE contacted me through email, through SMS messaging or through mail around July 5th (if they thought it was fraud). There's no excuse at all! The exact person that put a hold on my account used their own personal bias to do so. No where in the fine print does it say someone has to pay their card down half way in order to use it (especially if it's in good standing). It wasn't in default so what type of personal agenda does your company and that specific person have going on? If someone stole my information and you didn't contact the customer, why would I trust your company with my personal information? Nordstrom credit ***** needs to be researched for their weird/illegal practices. I've never had a credit card company NOT reach out to me at all if they felt there was fraud. Get your outdated system and practices together because there is absolutely no excuse. I do in fact have alerts set up in my email for purchases so there's really no excuse! It is now 21+ days later and I have yet to receive ANYTHING from the company or their fraud team. How unprofessional of a company do you have to be to not notify your customer. Do better!

  Business Response

  Date: 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 any questions, or concerns regarding their response please dont hesitate to contact them at **************.

• Initial Complaint

  Date:07/27/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date:07/27/2024

  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 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

  Date: 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

  Date:07/26/2024

  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.

  Ordered 3 shoes on 6/8/24 totaling ******. About 3 weeks later, received an email stating I had a package being delivered and person couldn't find house. Many spam emails come in like this. Didn't recognize the sender or the delivery method. They said I had 3 days or my package would be returned. I called up customer service about it and they said the shoes were still on the way. A couple weeks later, still no shoes. Called customer service again. They said they were being sent back and refunded. Apparently the shoes were in 3 different shipments. I only received one email on the shipping issue, which again, didn't even seem legitimate. I called again and they said the shoes were being refunded. Now July 26 and I received a refund for 2 of the 3 shoes for $26.07. A $10 service fee was deducted from both and the other wasn't even refunded. I am out now $56 because of this whole ordeal, a lot of time and frustration, and no 3 pairs of Hey Dude shoes. Very frustrated and this needs to be corrected. I would like to be refunded the full amount and ideally given some Hey Dude shoes size 9 like originally requested. This is not how you run a company.

  Business Response

  Date: 08/05/2024

  Thank you for reaching out and I'm sorry to hear about your experience. I see that a full refund has since been issued. 

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22049802
  
  I appreciate your quick response. The refund was not a complete refund though and I believe this was a misunderstanding.

  3 pairs of shoes were bought for a total of $108.06

  2 pairs were partially refunded $26.07 and $26.07 with a service fee of $9.95 for each deducted from the refund. 

  The 3rd pair was not refunded at all. 

  I followed up again with customer service 7/30/24 and ***** was great helping me. She refunded the two $9.95 service fees ($19.90) for the first two pairs of shoes. She said she had to put in a request to another customer service group to have the 3rd pair refunded, which was $33.07. 

  When I received the last email update 7/31/24, I was told I had a refund processed for $16.12 (which happens to be $33.07 minus $19.90). In reality I should have been refunded the full $33.07 for the third pair of shoes because that first $19.90 refund was being applied to the first two pairs of shoes not the third one.

  So, the delta left to refund at this point is $19.90 for the third pair of shoes. 

  Thank you, 
  
  ***************************

  Business Response

  Date: 08/15/2024

  I apologize for the confusion. I checked the transaction history for this purchase and can confirm that the following credits have been issued. These totals add up to the original purchase price of $108.06.
  
  7/10/2024:26.07
  7/10/2024:26.07
  7/30/2024: 9.95
  7/30/2024: 9.95
  7/31/2024:36.02

  Customer Answer

  Date: 08/17/2024

   
  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 was able to find the last ***** credited on 7/31/24. Thank you for confirming and resolving. 
  
  Sincerely,
  
  ***************************