ComplaintsforNordstrom, Inc.

Department Stores

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Initial Complaint
10/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have been a Nordstrom customer for more than 15 years. I shop online and at the store. I mostly buy designer. This happened more than once where I received a package without tags attached for a designer item. When I went to return it the store gave me hard time. Today again I got a package from ************ which is their fulfillment center. The designer skirt had no ticket so I called customer service so they can put a note and when I take it to the store I dont have to see any issues. The customer service person on the phone called the store and put notes. I took the package within 30 minutes to the store to do the return and they refused saying I should send it back. I told them that I dont have a printer at home and have 2 small kids I cant go run around for their mistake. I called customer service while at store and the person was very rude. The store associate printed the label to send it of back to online. They told me I have to wait for my refund. Im frustrated with how Nordstrom handles the loyal customers. They were the one sending it without tags from fullfillment center. They said this is how they send them. Thats unacceptable because its not fair to the customer being treated bad for their own mistake.
Business response
10/08/2024
Thank you for reaching out and I'm very sorry to hear about your experience. Rest assured that I'll be sharing your feedback with my fulfillment teams in the hopes of preventing future incidents. In the meantime, we would need to wait for your return to be mailed back and received at our fulfillment center in order to be processed for a refund. Thank you.
Initial Complaint
10/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
10/06/2024 Christian the loss prevention guy at the store in ********* CA at the *********************** my 13 year old daughter
Business response
10/11/2024
Thank you for reaching out. I've partnered with the store management team. They've informed me that they contacted you on 10/7 and left a voicemail. Please return their call for assistance with this. Thank you and have a wonderful day.
Initial Complaint
10/04/2024
Complaint Type:
Customer Service Issues
Status:
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.
Manager on duty at 7:30 pm Friday October 4, 2024 was rude and would not provide excellent customer service that I am use to receiving from Nordstroms rack . She had curly hair and could not let me know that they changed their policy and had me wait in long line of customers purchasing verses returns. I am just going to shop at Nordstroms going forward because the level of customer service is so much better in ******** than **********. She could have explained policy and took care of the return but no she wanted to flex her muscle and have me have a horrible experience.
Business response
10/14/2024
Dear ******** *******,
We are sorry to hear about your recent experience. 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.
Initial Complaint
10/04/2024
Complaint Type:
Billing Issues
Status:
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.
I am writing to file a complaint regarding an error on my credit report involving an account from **********************/***********. The details of the account are as ************************************** ***: Account #****************, opened on 5/24/2016 This account appears to be reported incorrectly, and despite my attempts to resolve this matter directly with NORDSTROM/TD BANK ***, the issue remains unresolved.I request the assistance of the BBB in addressing this reporting error.Thank you for your attention to this matter.
Business response
10/14/2024
Dear ***** ****** ******,
Attached you will find the response to the complaint. Thank you!
Initial Complaint
10/02/2024
Complaint Type:
Product Issues
Status:
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.
I am VERY disappointed in nordstrom for their approach to my return concern. I opened a return to return some merchandise on 9/11/24 for an order on my account, order #*********. I returned 4/4 items and was expected to receive a refund of $180.57. I received a refund on 9/16/24, however only for 3 out of the 4 items. The outstanding item not refunded was for the amount of $64.00 (also the most expensive). I called and chatted with nordstrom on 9/16 asking where is my remaining refund. They said the warehouse is still processing and wait 5 business days. 5 days went by and nothing. Chatted on 9/23. Was told wait 5 more days and for sure i will get my refund because it wont take more than 10 business days. 10 business days went by and nothing. Called over the weekend and they sad they will escalate and investigate and will get back to me within 24 hours. 2 days went by and nothing. Called today and they said wait another 5 days. nordstrom has done NOTHING but made me wait. They are telling me many different thing and i have extended my patience long enough. At the end of my last call with them they told me if i need help asap to open a chargeback with my bank. This is the type of "customer service" they provide? Rather than helping customers and making them wait 20 days +, they say to contact your bank for help? I am publishing this complaint for public visibility so future customers know the type of service they can expect from nordstrom. Very disappointed that a company this large has such poor customer service that can not resolve a very simple issue.Wanna know the crazy part? The return package of the 4 items were all together. The box the items were in were all in one set. They were not shipped in 4 boxes, just one. How is it that they only refunded 3 out of the 4? Very vague and unclear on their return process but this just doesn't add up.
Business response
10/07/2024
Dear Stefannia Rio,
Nordstrom has a very liberal return policy and we know that sometimes you have to try the item before you know for sure if it is for you. Despite this, we do find that in some situations we are not able to accept a customer's return. This includes times when the merchandise has been altered, damaged, shows signs of excessive wear or use, is unreasonably old or is not returned with the original purchase information.

We have received your recent return; however, item 7241746 that we received show signs of excessive use. As we are not able to accept this return, no credit has been issued.

Going forward we ask that all fulfillment center returns must be in like-new and unused condition. Though I am confident this will be not an issue in the future, I wanted to be sure you were aware of this possibility.

Thank you in advance for your understanding.

Customer response
10/07/2024

Complaint: 22369453

I am rejecting this response because:

Could you share where in the Nordstrom return policy it states the condition an item has to be returned in? What you mentioned is not publicly shown in Nordstrom return policy or Terms of services. I need what you mentioned shared.
Business response
10/10/2024
Dear Stefannia Rio,
Here is our return policy as stated on the Nordstrom website.
"We handle returns on a case-by-case basis with the ultimate goal of making our customers happy. We stand behind our goods and services, and want customers to be satisfied with them. We'll always do our best to take care of customers—our philosophy is to deal with them fairly and reasonably. We have long believed that when we treat our customers fairly, they in turn are fair with us. We apply refunds to the tender with which returned items were purchased. If we choose to provide a refund and no record of sale is available, we'll ask for personal identification and a refund will be provided at the current price on a Nordstrom Gift Card."

While we do ultimately stand behind our products we do find that in some cases we are not able to accept a customer's return. This includes times when the merchandise has been altered, damaged, shows signs of excessive wear or use, is unreasonably old or is not returned with the original purchase information.
Initial Complaint
10/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On October 1, 2024, at 12:45 PM, I brought in a pair of black suede ********* ********* shoes, originally valued at $1,115, to the shoe cleaning station at Nordstrom *******. I paid $7 for the cleaning service and gave a $3 tip, expecting proper care for my shoes.However, after receiving the shoes, I discovered that the suede had been severely damaged. The cleaner had rubbed off the pile, leaving the texture completely smooth and bald. It looks as though they were exposed to de-icing salt, as it appears the cleaner tried to cover the damage by applying boot black polish, which only worsened the condition.I am extremely disappointed and upset, as these shoes were in amazing condition prior to this service. I am now left with shoes that look permanently cosmetically damaged.Resolution Requested:I am seeking compensation for the damage caused to my shoes, through reimbursement for the original value of the shoes.
Customer response
10/03/2024
Hi ******,

Please cancel my case #********, Nordstrom Seattle took care of the situation and resolved it.

-****** ******
Initial Complaint
09/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
9/27/24 placed an order with 5 items. received two packages, one item In each package. 3 items completely missing. I was told by customer service that I would be refunded and I needed to repurchase the items, which I did. But I later got an email saying they are refusing my refusing. I am being charged for items I did not receive. The email support team refused to acknowledge the photo of the tiny small flat package they claim to have all 4 items in even though is would be physically impossible for those items to fit. I am in shock that I am being fraudulently charged for items they did not send me and being treated so poorly by their customer service team. I have spent tens of thousands of dollars at this store and could never imagine I would be treated so poorly when all I wanted was the items I paid for...
Business response
10/09/2024
Dear Sara Ceballos,
Thank you for bringing this to our attention. After further review by our delivery research team a full refund has been issued for the missing items. You should see this reflected on your statement within the next few days.
Initial Complaint
09/29/2024
Complaint Type:
Product Issues
Status:
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.
My sisters and I ordered a jacket my mom has been wanting, but this experience has been a nightmare. After a disappointing visit to your NYC store, I was cautious with my next purchase. ****** assured me the item wasnt available in any ***/ Boston stores, so I placed an online order, only to find out later it was available locally. This misinformation wasted my time and effort.***** promised to monitor the delivery no follow-up. ***** guaranteed shed take responsibility immediately process refund if the item was delayed or missing, but she didnt. My refund request was rejected.When I finally reached lead, I was called a 'crazy chatter' for following up.Your team has made this process exhausting with contradictory information and zero empathy. This was supposed to be a special surprise for my mom but turned into a stressful ordeal. If ****** had been honest, we wouldnt have faced this mess.******* blamed me for not contacting my building security, even though I had already done that.This experience has left me feeling completely deceived and frustrated. The lack of follow-through and miscommunication from your team has been shocking. I was passed from one agent to another, each making promises they didnt keep, and each giving me different information. Its clear that theres a serious issue with how your team handles customer inquiries and concerns.Terrible quality service, but this ordeal has shattered that trust.I cant believe that a simple purchase for my moms special surprise turned into such a frustrating and disheartening experience. I went out of my way to make sure everything would go smoothly, only to be let down repeatedly. The level of unprofessionalism and indifference Ive encountered is unacceptable. Ive tried every possible channel to resolve this issue, but its like hitting a brick wall. No one has taken responsibility, and my concerns have been dismissed at every turn..I will never shop at Nordstrom again
Initial Complaint
09/28/2024
Complaint Type:
Product Issues
Status:
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.
I placed a skims t-shirt on 09/16 for $52.5 but the package never arrived. The tracking number is C12016676890694 and it shows the package was delayed for a week. I asked customer service for help but they told me that without my phone number associated with the order, they could not further assist me. I usually put a random phone number to avoid scams so I cannot remember what number I had with the order. I already placed a new order and want to request a refund for this ghost order.
Business response
10/07/2024
Dear Bobby Shi,
We apologize for the confusion with customer care, could you please provide the address that was listed on the order for verification purposes?
Initial Complaint
09/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We ordered several items from Nordstrom that are valued together at nearly $300. We received an email informing us that the package was delivered on September 25, 2024 in the afternoon. No package was ever delivered. I have several cameras on the exterior of my home. My cameras show no delivery by any individual. The email that purports to claim that there was a delivery does not have photographic evidence of that delivery. I walked around my 49-home community to see whether the package was delivered to the wrong home. It was not. I am also a board member in my community. I reached out to my channels to see if someone has the package. Nobody came forward and said that they do. When we inquired with Nordstrom about the delivery, we were told that they were going to investigate the issue. That investigation led to Nordstrom initially denying my refund request. No reason was provided. No proof of delivery was provided. This is fraud. When I called in, Nordstrom allegedly override that refund denial. I have yet to see the refunds. It also does not make me whole because now I must go back on the website, re-order the items, and pray that they are actually going to be delivered this time around. Nordstrom has not offered me any explanation as to what went wrong, nor provided me the reason for the denial. I called Nordstrom and was told that because Nordstrom lost a package a few months ago, they just blindly denied this refund request for that reason. In other words, because they lost a package before, that they denied my refund request now even though they have no proof that they delivered the package.
Business response
10/04/2024
Dear ******** *******,
We are sorry to learn about your experience, our records show after the complaint was filed this was reviewed by our delivery research team and a full refund was issued.
Customer response
10/04/2024

Complaint: 22343594

I am rejecting this response because a refund was issued only after I spent hours investigating and calling Nordstrom after they refused to issue a refund without explanation. To date, I have yet to receive an explanation.

Sincerely,

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

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ComplaintsforNordstrom, Inc.

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