• Nordstroom

Nordstroom

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Overview

Nordstroom has a rating of 2.35 stars from 748 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Nordstroom most frequently mention customer service, credit card, and next day problems. Nordstroom ranks 55th among Department Store sites.

  • Service
    128
  • Value
    110
  • Shipping
    107
  • Returns
    93
  • Quality
    99
Positive reviews (last 12 months): 15.2%
Positive
7
Neutral
2
Negative
37
50
See all photos

What reviewers want you to know

Positive highlights

  • Very pleased with the customer service & products I received.
  • Their quality is excellent, a little on the high side of prices, but their return policy is excellent and easy.

Critical highlights

  • I had a really bad experience with Nordstrom Rack last year.
How would you rate Nordstroom?
Top Positive Review

“Good recovery”

Adam N.
1/22/24

At 1st I had some issues receiving a cologne purchased from Nordstrom.com which was intended as a birthday gift for my friend, and I was unsuccessful in getting the situation resolved using the normal route of emailing Nordstrom's customer service. Once the right contact noticed my situation and got in touch with me from Nordstrom corporate, Nordstrom worked with me very well to resolve my issue fully. I am grateful for their kindness and the length they went to help me-- they really went above and beyond in the end!

Top Critical Review

“Never received my purchase”

Roberta L.
1/4/24

Nordstrom is using a unreliable 1 star delivery service - T Force - that never delivered my package. They marked it as delivered at a locker at exactly 8:36 PM, but never delivered it. My building has cameras that were able to show no delivery service entered the locker room around that time. And they marked as delivered. An outrageous lie. Lost about 2 hours between chats, calls and my building office trying to figure out where the package was. Nowhere. Still in T force truck for all I know. Nordstrom should not work with such an unreliable service. It is a shame.

Reviews (748)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (232) return policy (26) nordstrom rack (22)
Thumbnail of user carolinep311
1 review
0 helpful votes
November 27th, 2023

This is not the first time I have been notified that an item I ordered is not available. Whoever is in charge of this is not doing their job. The products are nice - when they have them but the overall experience of working with this company is not worth the aggravation. The same things can be found elsewhere along with the customer service you deserve with these prices. It seems they have not been able to bounce back since the shutdown. Sad

Thumbnail of user matthews2979
1 review
0 helpful votes
December 19th, 2023

I purchased 4 items for the holidays ( never recieved the items) after speaking to 6 customer service related employees they said to call the police because they verified it was dropped off from a carrier. I was treated like a number ( they are programmed very well to handle objections or concerns) at this point I'm out of $900 on 4 small items and I want the people to know don't order online from them it's not worth what I have been through these last days before holidays. I'm telling whoever orders from them it's a dice roll if you receive the item you want. ( no details where they left package but they said they contacted carrier and gps said it was delivered to my address) that's all I was told from the delivery research team. No pictures of delivery no signature. They just drop off the package assuming you will get what you ordered. If it's jewelry they request a signature I was told. I'm very un happy with situation and the way it was handled. ( this message means nothing them) they move right on to next situation because they don't put themselves in the customers shoes. They told me to call police and after a brief conversation with police that can't do nothing for me ( its only for awareness to see if it is happening in current residential areas) for more police monitoring. I'm just sharing with whoever reads this it's completely not fair!

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Thumbnail of user novaelpysium
1 review
2 helpful votes
November 18th, 2023

I purchased a pair of AG pants. The tailors left the butt area lose, unwearable. These people are suppose to make sure it fits well on you before you purchase it. $200 bucks down the drain. For guys go to Men's warehouse or Kohls, I've gotten better results.

Products used:
Shirts

Service
Value
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Quality
Thumbnail of user atlanticparkinginc
1 review
1 helpful vote
October 28th, 2023

I ordered items online and received an incomplete
Filed complaints and treated trash, disgusting and disrespectful like I made up the issue. I had been their client for more years. Guys you will never know until it happens to you, I am a business owner with principles please pay attention to this business they are not fair.

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Thumbnail of user chriss4977
1 review
0 helpful votes
January 30th, 2024

Lack of communication and unable to fulfill order. Expected more from Nordstrom! Totally unacceptable.

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Thumbnail of user mamtal3
1 review
0 helpful votes
March 4th, 2024

I got a Tory Burch bag from Nordstrom. I used it only for four months and it got all ripped in rain. It got all discolored the $600 bag looks like fake. I have people commenting on my bag saying that I got fake bag they should not be selling stuff to people And ripping them off. It's not fair because some people they save their money to buy a good bag and this is what they get. It's a shame. I tried contacting Tory Burch. I tried exchanging in Nordstrom and at the end I'm disappointed and writing the review it pinches me because I saved all that money for so long and now I can't even use my bag.

Thumbnail of user michael.verville
1 review
0 helpful votes
November 27th, 2023

Bought a Le Creuset at black friday sale, they cancelled my order several days later, saying they ran out of the item. Of course, the item is still available, at twice the price today.
Shady practice. Wouldn't do right by me even when I communicated with their customer service.
Taking my business elsewhere.

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Thumbnail of user adamn566
1 review
0 helpful votes
January 22nd, 2024

At 1st I had some issues receiving a cologne purchased from Nordstrom.com which was intended as a birthday gift for my friend, and I was unsuccessful in getting the situation resolved using the normal route of emailing Nordstrom's customer service. Once the right contact noticed my situation and got in touch with me from Nordstrom corporate, Nordstrom worked with me very well to resolve my issue fully. I am grateful for their kindness and the length they went to help me-- they really went above and beyond in the end!

Thumbnail of user shahrzado1
1 review
6 helpful votes
February 2nd, 2023
Verified purchase

I used to be a Nordstrom loyal customer but definitely Not Anymore. 4 months ago I returned 3 gowns and even though the tracking number proves they have received it they refuse to pay for my refund and saying "they can't validate the contents of the package that was delivered" which is such an absurd excuse. If you want to continue shopping from them you should know there is no guarantee they give your money back after your returns. They don't deserve a single star

Thumbnail of user eds1137
1 review
0 helpful votes
July 27th, 2023

Nordstrom's shipping "LSO" repeatedly screws up. Left my package by the curb this time instead of covered porch. Fortunately got home early enough to get it off grass before rain started. Nordstrom Customer service has tanked, and complaints get no results. After 25+ yrs shopping there, I'm about done.

Tip for consumers:
I have been a loyal Nordstrom customer for over 30 years. However, the continual degradation of customer service for Nordstrom & Nordstrom Rack is causing them to lose customers like me (and others based on reviews). This LSO shipping service they use is irresponsible, and lazy. On a prior order their deliverer caused property damage that I reported to Nordstrom, who told me there was nothing they could do, while LSO promised to call back with a solution, but never did call.

Products used:
Assorted clothing

Service
Value
Shipping
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Thumbnail of user ufslarry
1 review
0 helpful votes
March 14th, 2024

Good evening,

I hope somebody cares enough to respond to this email.

I want to make a complaint on you Murray, UT location. Here is why…

My son and daughter went to the Murray, UT location. I gave them my Nordstrom credit card. They were to use it for an outfit for prom. However, unbeknownst to me, my card had expired. I had never received a new card. Nor did I know my current card had expired. So, when my kids called me to tell me this, I was told not to worry about it because I will get a text asking me to authorize the usage. I did. Still nothing.

Then, your reps from the 800 number called. I explained the problem. After about 10 minutes on the phone the rep said they can now use the card. They tried it again. Still nothing. I called the 800 number again. They wanted me to know that the card has been authorized for use and the employees at the store should know its OK. But that was not the case. I was then asked to send a picture of my ID. So I did. Apparently, that did nothing because my kids were still told "no".

I call the 800 number a 3rd time. Same routine, except this time the 800 employee calls the Murray store. 3 times. Nothing happens because nobody picks up the phone. So, the 800 employee says that the employees at the store should know to call them to clarify the problem. However, evidently, they don't know to do this. They don't pick up phone calls nor make them at the Murray store.

Then, after they were going to leave, they were told that "to tell your dad he should learn to keep his cards updated". I do not know who said that. I was not there. But it was either the store manager, Stephany Pierce, (I was told the store manager came to "assist" with the problem) or the young lady working the register. I do not know the young lady's name.

Sadly, I have been going to Nordstroms for over 35 years. Why is that sad? Because I will not be returning. Customer service at the stores have fallen off the map. Now, my kids are told to relay an insult to me after they give no assistance to my kids. So, basically, my kids get no help. Told to relay an insult to me. Somebody that they have never met nor spoken to. Then, basically, told to leave because nothing will happen.

Unfortunately, my daughter ended up paying for the dress with her own money. However, I will make sure the dress is returned. I will buy her a dress from a company that does not insult her and treat her like garbage.

I am sending this to you, because if I send it to the store manager, she will do nothing. Just like she did today. Hopefully, you care enough to make an improvement. I will follow up every day until this matter is resolved. If emails don't work, I will turn to social media. I will not let this matter rest. After the 10s of 1000s of dollars I have spent at your store in my lifetime, to be treated like this should make you feel ashamed. If this was the first time being given poor customer service at a Nordstrom, I would have never mentioned it. But sadly, it is not. I am fed up with it. So, now you have an upset customer who will pursue this as far as I must.

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Thumbnail of user maryb5539
1 review
3 helpful votes
March 23rd, 2023

I brought my 94 year old Mother to buy comfortable shoes. Our sales man would have rather shot himself than help us. He kept looking away from us and then when he did look at us, he seemed so annoyed.She ended up buying 2 different kinds of shoes, quite expensive.This was not the result of his sales techniques. He was arrogant, sloppy and very unprofessional.

Thumbnail of user kaitlingraham88
1 review
0 helpful votes
July 14th, 2023

Got a package damaged. It was not on the shipping company but, the actual product package was messed up. The customer service here is the absolute worst. It's like talking to a wall. Uneedless to say I wasn't compensated in any way. And I had to show up to a birthday party with a damaged product. Embarrassing af. Nordstrom has a rep for expensive products but, not only are they pricey they are also $#*!. Never ever again and I'll make sure my friends and family don't go through this.

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Thumbnail of user markc2069
2 reviews
0 helpful votes
January 18th, 2024

Ie: Store 223 Cosmetics Department:

Let me tell you first by saying what a joy and treat it is to walk into a beautifully designed Cosmetic Department. So many choice's beautifully displayed especially the Charlotte Tilsberry.

But, it's the curious warm and inviting staff that keeps me coming back for more.

Both Managers Kelly and Louis are spectacular especially Louis who went up and beyond to help me after my cosmetics either were old or had developed a bad smell which caused me to repurchase three quarters of my make-up and creams. I have him on speed dial for when ever I have a question. His pleasant nature, sweet charm and his willingness to go beyond to help a client is extraordinary. Although I only met Kelly briefly she too has that same ability and you can see the staff is happy and pleased to work for them as well as this Nordstroms location.

Lou's is just as lovely it's like greeting an old friend you need more like her. Alice Tracey the Buiness Mgr. For Anastasia Esthetician. She turned my Leonid Brezhnev eyebrows into works of art. I'm so pleased with my last two trips. I'm thinking about applying for a seasonal position.

I'm just about to turn 59 and like to take care of my skin.Always looking for that new lipstick to add to the collection or just to buy an old favorite it helps when the staff and friendly which just makes your day even if it's just a pretty new lipstick or blush. Maybe some new colored mascara from my favorite Lancôme's Hypnose 8. Oh by the way now comes in blue and brown. You can always treat yourself with a new mini size Idole' mascara@ 16.00 give it a try under your current. I work overnight at a gas station and I know one would think it's laid back but I like to be Beautiful on the outside as well as I'm in the inside. I hope the following was helpful, hopefully I'll see you soon shopping at this Nordstroms remember store 223 in Westfield Old Orchard Mall. On the corner of Golf and Skokie blvd. Skokie IL *******.

Excellent work everyone. See you soon!

Tip for consumers:
No

Products used:
Cosmetics

Service
Value
Shipping
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Thumbnail of user melissal1398
1 review
1 helpful vote
January 7th, 2022
Verified purchase

Nordstrom has changed their price match policy. Unfortunately they wouldn't even honor the price of the manufacturer website-even though policy stated they would. After several attempts to get an adjustment & a lot of wasted time, I was informed they were not going to honor it. So beware especially if you're a Lilly Pulitzer shopper. It's rare I leave a bad review, but my experience was horrible.

Tip for consumers:
Customer Service and sale match policy has changed. In my case, they didn't even honor their new policy, by not matching manufacturer sale price which is on their new list of places they will match.

Products used:
Women's clothing

Service
Value
Shipping
Quality
Thumbnail of user daniagu85
1 review
0 helpful votes
August 10th, 2023
Verified purchase

I received a box with two missing items a t-shirt and a pair of women's gucci shoes. The other two pair of shoes were in the box. You can tell the cheap clear tape was sliced at the ends the box re sealed with the same regular old clear tape. NORDSTROM is telling me I am liable and need to pay them even though I am missing the items.the basically are saying I'm a liar. Why would they send high valuable items sealed with regular clear tape. I am not ok this is not ok

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Thumbnail of user melissaw1809
1 review
4 helpful votes
January 27th, 2023
Verified purchase

I ordered a swimsuit for my daughter and was sent an ugly adult sweatshirt instead. I called and an exchange was done. The replacement was once again the same ugly sweatshirt. My daughter has no swimsuit but I have 2 extra trips to a busy USPS store to return the item I never ordered in hopes of recovering some of my money.

Tip for consumers:
Look at another store if you want the item you order and not an ugly sweatshirt

Products used:
None. Never got the product I ordered.

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Value
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Thumbnail of user jd1174
1 review
0 helpful votes
January 6th, 2024

Nordstrom has been going downhill for several years now, but Christmas time was a joke. Nordstrom Alderwood had NO holiday wear, no salespeople to be seen, (except in shoes, and I waited 10 minutes and had to flag someone down!) and instead of the classy pianist they usually have at the holidays, they had a woman with stringy (dirty?) long hair with filthy running shoes "DJing". I was so disappointed. Nordstrom used to be so classy, but their new "hip" style is losing them money! I grew up on Nordy's shoes, but they don't even fit them any more! I used to love to go a couple times a week, it was my only reason to go to the mall, but when the salespeople don't even dress in nice clothes, it says plenty. I'm sad to say goodbye.

Products used:
Shoes, Children's clothing, jacket and sweaters.

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Value
Shipping
Quality
Thumbnail of user lindah4701
1 review
2 helpful votes
September 15th, 2023

Place online order attempted to pay using Nordstrom credit card. Charge was declined because address did not match. I checked the address on my statement made sure everything matched still declined. Spoke to customer service response was close browser and try again. We have had problems with website. Why has it not been fixed?

Tip for consumers:
Good luck!

Products used:
Since they didn’t like my address. I purchased 0.

Service
Shipping
Returns
Thumbnail of user anitam711
1 review
6 helpful votes
January 14th, 2023

Order clothes and shoes online. Never received the order but our card was promptly charged. In the beginning they said let's look into it. Repeated the same excuse for a while so I waited. Life got busy and I called again after few weeks and they said, oops it's over 30 days now so no refund. It's not the old Nordstrom any more. Be careful ordering from them!

Thumbnail of user gabriellel100
1 review
4 helpful votes
February 25th, 2022
Verified purchase

Ordered online and the package was marked as delivered when it wasn't. Contacted customer service but they refused to refund or replace it as their "internal investigation" showed it was delivered. I pressed them for proof of delivery and they said I would need a subpoena for them to provide it! What kind of customer service is that? Now I'm out hundreds of dollars because they choose cheap unreliable carriers like LaserShip. Will never order from them again.

Tip for consumers:
There are no protections for customers if you order online. They use unreliable carriers like LaserShip and if your package goes missing you’re out of luck.

Service
Value
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Thumbnail of user l.n.h
1 review
0 helpful votes
May 16th, 2023

I have attempted to order 4 different times from Nordstroms in the past 5 months. 4/5 of my orders were never fulfilled or delivered. I received confirmation emails, your order has shipped emails and then nothing. The date for delivery came and went and when I called to track the package, suddenly the items are no longer availalbe (though the website still shows the item is in stock). Customer service reps are dismissive and their apologies are robotic and insincere.

The most recent purchase was a Mother's Day gift and not only was the store completely apathetic about my item not arriving by Mother's Day despite me ordering the item more than a week before AND the item being available at the Nordstrom's in the next town over, they claimed there was no way to fulfill the order in an expedited manner for my inconvenience. Not to mention I was transferred about 7 or 8 times and received conflicting information from each representative I spoke to. I have STILL not gotten my refund and the item has not been sent to me. Further, this item is still CURRENTLY AVAILABLE on the website! I am outraged and completely dissatisfied and will shop at Neiman Marcus or Saks going forward.

Nordstrom's could learn a thing or two from Publix, Chick-fil-A and Amazon--each of these companies strives to provide extraordinary customer service and they LISTEN and take steps to resolve any issues to the customer's satisfaction. Nordstrom's doesn't give a damn about it's customers and it shows!

Tip for consumers:
No one is knowledgeable, representatives are rude and dismissive--go elsewhere for fine fragrance purchases or other items that you can find at Saks, Neiman Marcus or Bloomingdale's.

Products used:
Tory Burch

Service
Value
Shipping
Quality
Thumbnail of user shirleyd1017
1 review
1 helpful vote
July 24th, 2023

I got scammed buying gift cards. I called early the next morning, they cancelled the purchases and put refunds on locked cards. They then proceeded to tell me they could not give me the refund on those cards. They stopped the scammers just to keep MY MONEY. To me, they were just as BAD as the scammers. I got scammed once only to be scammed again by Nordstrom keeping my money. If I could give them a ZERO I would - worst customer service EVER.

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Thumbnail of user dorisc181
2 reviews
0 helpful votes
February 6th, 2024

Miss Dione C. At store #751, was very professional. She was quite patient and worked with me to find the perfect fragrance for me. She was also pleasant with my nieces who accompanied me to the store.

Thumbnail of user ashleej39
1 review
4 helpful votes
February 9th, 2023

My purchase was first delayed then ended up damaged before delivery. They wouldn't replace the item. Only refund me and wanted me to reorder. No thanks. I never received anything and knowing it was damaged refused to simple replace a broken product!

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