My experience with Nordstrom.com has mainly been pleasant. They have the BEST refund policy there is. Refunds are free and there is no time limit on refunds issued. There were a few occasions where I encountered mishaps, but it's so far and in between that it doesn't deter from my shopping experience. One time, an order didn't arrive (small ring), and I didn't catch it in time. Apparently, they only allow 30 days for you to review your items and notice anything missing. Easy if you only buy a few items, but during Christmas time, when many items are purchased, it's hard to keep track of little items such as a ring. They didn't issue me a refund for the ring that never arrived. Good thing it wasn't too expensive, otherwise, I'd be fuming. Another mishap occurred when I ordered $300 Beats headphones. It wasn't what I expected, so I sent it back for a refund. After months of not getting a refund, I contacted customer service and they could NOT locate the order. Luckily, I had saved the receipt from the post office to prove that I had sent the item. Thank goodness, because if I didn't save the post office receipt, Nordstrom could not have located the item. Nordstrom blamed the post office for losing the item, but when I spoke to the post office, they sent me an exact item destination print out of where the item was. Turns out, Nordstrom people lost it (which happens), but I'm glad it turned out fine. Had my package been lost and I was not refunded the $300, I would have been furious!
I've been shopping at Nordstrom.com for years and these two mishaps are not strong enough for me to be dissatisfied or deter me from shopping at Nordstrom.com.