ComplaintsforNordstrom, Inc.

• Initial Complaint

  10/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed a order for **** using split payment ( gift *********** when I returned them to the store the associate refunded it all back to the zip card without asking or confirming now I only received partial of my refund because is this so someone better refund the rest of my **** money

  Customer response

  10/17/2024

  The situation was finally handled so I don’t need them to help anymore

• Initial Complaint

  10/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  home. Nordstrom sent me an email to tell me the package was delivered - I was home - and immediately looked for it. It was missing and I spoke to neighbors right away and no one saw anything. In fact, my neighbors Ring camera did not catch a delivery person doing any deliveries. I spoke to Nordstrom about this and they told me it was delivered and that I was NOT getting a refund or another package. They told me I should have my packages delivered to their store and not my home. They also said there was a picture of the delivery but it was never sent to me and they refused to share it with me. My package was worth 330$ and they outright refused to help. I filed several appeals that all ended in them saying, too bad..

  Business response

  10/16/2024

  Dear Emilio Douglas,

  We are very sorry to hear that you did not receive the contents of your package and for the disappointment caused during the review of your claim. Our delivery research department have communicated with you that we will not be able to move forward with a refund or replacement following the results from our internal investigation. If you have not already done so I would advise filing a police report. Once the investigating officer contacts us with a subpoena, we will be able to release the details of our investigation and any other details we have gathered regarding the delivery. 

  The photo of the successful delivery can be found under the tracking details in the link below.

  https://www.ups.com/track?tracknum=1Z973WF90201521050&loc=en_US&requester=ST/trackdetails

  Customer response

  10/16/2024

   
  Complaint: 22418983
  
  I am rejecting this response because:
  
  Sincerely,
  
  Emilio Douglas

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a $100 Nordstrom gift card on 5/26/24. It was unopened.We went to use it on 10/12/24, and we were informed by Nordstrom that the funds were all used up (not by us).Nordstrom confirmed that the individual that used it purchased items (stuffed annumals) online, and had them shipped to a freight company, which is a common scam. Nordstrom indicated that the individual who used my card was also identified as a fraudster, and Nordstrom blocked this entity from any further purchases.I want a $100 refund to be made whole for the money I am out. Nordstrom earned the $100, and has no policies or controls in place to prevent fraudulent activity with gift cards or make their customers whole for theft, even though ********************* is collecting the money.

  Business response

  10/16/2024

  Dear ***** ******,

  We are sorry to hear this was your experience. Could you please provide a picture of the original receipt information for the purchase of this gift card?  
  

  
  

• Initial Complaint

  10/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered multiple items and Im missing 4 items. On top of that they delivered the wrong size for my fifth item and now I got a notice saying my refund for the missing items and the wrong order cannot be processed. I received two packages and in one of the packages I only received samples and in the other it was a ***** slides size 9 which was not even what l ordered.I order 2 ***** slides for me and my wife it was a size 10 and a size 11 and I only received a size 9 Therefore I'm missing 4 items: Creed Men's 5 Piece 10ml Discovery Set, 1 pair of ***** slides size 10, 1 Dior perfume set and 1 Dior soap. I also return the size 9 ***** slides so I should receive a refund for 5 items

  Business response

  10/11/2024

  ******, after a thorough review of your order, we are unable to proceed with issuing a refund. Our Delivery and Research team has made the decision to deny the refund based on the evidence available to us. We have verified the weight of the packages at the time of shipment and delivery, and we also have visual proof of delivery. Unfortunately, it appears that there may have been a theft involved as you have not received some of your items. Nordstrom is unable to compensate for criminal activity. I understand that this is not the outcome you were expecting, and I apologize for any disappointment this may cause. Please know that this decision was made after careful consideration.
  

  Customer response

  10/15/2024

   
  Complaint: 22407291
  
  I am rejecting this response because: I have video surveillance outside my apartment and nobody robbed me. I also request to know what is the weight of the package and evidence the items were placed inside the package. I also need physical evidence the items were placed inside the package.
  
  Sincerely,
  
  ****** Shuguli

  Business response

  10/18/2024

  ******, we understand your frustration regarding the missing order and appreciate your patience while we worked to resolve your concerns.Our Delivery Research department conducted a thorough investigation.Unfortunately, we cannot issue a refund as we have valid proof of delivery for all packages, showing they were delivered intact to your door. The tracking numbers and weights are included for your review. Please know this decision was not made lightly, but it is final.
  
  921605676325 - weight from FC 3.91 lb(s)-Gucci Slide Sandal (Men) size 11.
  9213MW2399012 - weight from FC 2.92 lb(s) for items
  Creed Men's 5-Piece 10ml Discovery Set
  DIOR Gift with Purchase
  Nordstrom Beauty Sept Customer Favs 

• Initial Complaint

  10/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Package was not delivered to address. Packsge was stolen. Merchant refuses to refund. Package was left in unauthorized and unattended location. Package was not delivered to address. **************** was notified by management that my packages are to be delivered to address provided.

  Business response

  10/09/2024

  Kat, we sincerely apologize for the inconvenience of not receiving your item. A refund in the amount of $ 220.83 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 888-282-6060. 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

  10/10/2024

   
  Complaint: 22399825
  
  I am rejecting this response because:

  the item was not delivered to the address that I provided.  As a matter of fact you can contact  IMT  N Scottsdale and they will concur that the office manager delivered the previous package because it was left in an unsecure area and the driver has been repeatedly told not to leave packages  in the Amazon locker area on the floor.  The drivers have been told repeat to deliver packages to address provided.  I

  why should I be inconvenienced because you are siding with the delivery driver who did mot deliver the items to Unit 4020.  I noticed   Nordstrom used a suite number, so would it be ok for your mail to be left outside on the front entrance of the building?

  I can shop at another store like Sam’s fifth avenue or Macy’s that deliver to my door since inconveniencing me and the unapologetic tone is not acceptable considering the longevity of my business with Nordstrom over a few decades.

  i am disappointed and aside from the refund which took filing 3 complaints to receive . Nordstrom has really regressed in customer service and customer relations.

  
  Kat Pereira

• Initial Complaint

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been reaching out to Nordstrom ************* to try to get assistance with my account, due to reduction in my pay, which falls under a hardship situation. I previously made a payment arrangement for Oct. 9th, in the amount of $250, in order to keep my account from going into collections. However, I wasn't able to keep this arrangement, because my current income is $1600 less per month, and household expenses have significantly incease to $5965. So I'm trying to get assistance with my account to avoid collections and negative credit reporting. My income is expected to returm to normal sometime after the 1st of the year, therefore, the hardship would be considered temporary. Further, I was previously able to paid my bill, up until the reduction in household income, which went from $6200 per month down to $4584. Therefore, I'm seeking help with my account. This is a time sensitive matter, so please get in contact with me as soon as possible. Thank You

  Business response

  10/18/2024

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

  I have attached the response to your complaint. Thank You!

  
  

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello BBB I purchased 4 ***** products on September 16th at NordStrom Store in **************,Order value:$527.The salesperson sent it to my home, but the package was lost during delivery. I checked with ****** and they l confirmed the package was Lost and they said l had to contact store customer service.Then l contacted the customer service of ******************** in ***************, and they said they couldn't process a refund. They asked me to contact Nordstrom's online customer service but the online customer service said they couldn't Process store orders Then I called store customer service and they said they couldn't process a refund.The package was lost and nordstrom cannot process a refund for me, I think this is ******** I want to seek the help of BBB to help me get my money ********* Wishes **** ****

  Business response

  10/16/2024

  Dear **** ****,

  Thank you for bringing this to our attention. After the initial complaint was submitted this was reviewed by our customer care team and a full refund was issued to a Nordstrom gift card.

  
  

• Initial Complaint

  10/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hello, I placed an order (*********) and paid an extra $20 for fastest delivery. I got an email on Monday that my order was delivered. When I checked ***** there was no photo or information on delivery or where items were left. I was unable to locate my order and reached out to customer care. I spoke with a supervisor named ****** who told me my refund was issued. I received an email refund for the $20 shipping, but was assured id receive a separate email for the order total refund. I received an automated email that my refund was denied. So I chatted again and spoke with supervisor ******** who said she would dispute the decision since I didnt receive my order and Id get a new email within a few hours for my refund. Now Im being emailed again with no refund. I was already told Id be refunded so that is what I expect. This is absolutely ridiculous.

  Business response

  10/15/2024

  Thank you for reaching out and I apologize for the miscommunication on our part. I'm happy to report that a full refund was issued. Please feel free to reach out should you have any other questions. 

  Customer response

  10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22395416, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Mckenzie Gustafson

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 4th 5pm, I was cut & injured by a sharp edge of signage holder in Nordstrom Rack store due to a poor design of narrow pass-through.Nordstrom Rack ************************************* I reported an incident report to ****** *******, Asset Protection Agent.After the incident, I met a doctor at an urgent care. Doctor treated my injury and prescribed anti-biotic ********* 2% ointment. Due to an extreme ************* of infection, my blood pressure went up to 153/101 which is out of range. ************************* ************ - El Paseo de Saratoga 1390 El Paseo de Saratoga - 3 mi away I asked to give a copy of incident report to ***, assistant shoe manager but my request was declined telling I will be reached by Nordstrom risk team. I also requested to make pass-through wider or block to prevent any further injuries.However, there was no contact from Nordstrom until now.

  Business response

  10/16/2024

  Dear ***** ****,

  Thank you for reaching out. We take matters such as these very seriously and we will reach out to you directly. 

• Initial Complaint

  10/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered ***** sunglasses on 10/01/2024. The order was delivered on 10/06/2024 but it was an empty package. I contacted the customer service and I got a response from Nordstrom delivery research team that the order could not be refunded or replaced. As per them the package was not empty. This is sheer frustration when you are made to feel like a liar. They have mentioned in their email that in future custoner should change the delivery address or opt for instore pickup. Also they gave links to carriers to encourage safe delivery.This is so ridiculous.If I had known something like this would happen, I would never have ordered from Nordstrom.They should change their shipping agent(Lasership) because customers don't have the option to choose carriers while placing ordersAlso, why did not they have signature required option for such expensive purchases..I don't know what to do. This is really a disgusting shopping experience and bad customer service of ********.

  Business response

  10/08/2024

  Pritika, we are deeply sorry to learn that you have not received your items. 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 800.499.0104.

  Customer response

  10/08/2024

   
  Complaint: 22391122
  
  I am rejecting this response because:

  I think Nordstrom research team does not even read the  complaint  properly.That is why the response in this message is same as the one in the email sent previously. First of all, I never mentioned that the package was not delivered.It was indeed delivered but the items were missing from inside. If the team had done proper investigation , they would not just say that the item is delivered  hence they cannot refund. I wish I had read the reviews about Nordstrom delivery and Lasership before  ordering. Many customers have mentioned that they either did not receive the item or the package arrived empty. I am pretty sure it is someone from the laser ship team,most probably the driver,that stole the items from inside and then resealed the package.It is quite obvious that the delivery and research team is not doing their job properly. Nordstrom should seriously think of changing their shipping agent and adding signature required option upon delivery for these kind of expensive items. 
  

  Sincerely,
  
  Pritika Bhatnagar

  Business response

  10/10/2024

  Pritika, we are sincerely sorry to hear that you have not yet received your items. We can imagine how frustrating this situation must be for you. We have confirmed delivery and weight at the time of delivery. Unfortunately, it seems that your items may have been stolen, and as a company, we are unable to compensate for criminal activity. We understand this may not be the resolution you were hoping for, and we want to assure you that this decision was made after careful consideration. We apologize for any disappointment this may have caused.
  

  Customer response

  10/10/2024

   
  Complaint: 22391122
  
  I am rejecting this response because:

  The company is lying again that the weight of the package was same at the time of delivery. I opened the package immediately after delivery so there is no way that the items could be stolen after delivery. If the research team had done their job diligently then they could easily got hold of the culprit who took the items out and then resealed the package.They should investigate lasership company and ask them for an explanation. 
  
  Sincerely,
  
  Pritika Bhatnagar

*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. ↩