New credit card servicer incompetent
Nordstrom has always been a reliable retailer for high quality goods but the new bank TD that handles their credit card is incompetent. I paid my bill in full last month and they lost it and sent me an overdue notice with a late fee and additional interest charges and blamed me for not changing bill pay according to a notification letter telling me of the new servicer and said I had to do nothing. Horrible customer service for the credit card and misinformation totally. Beware.
sally reason
Customer service is a disaster !!!
I was travelling and tried to use my credit card and was declined. After wasting hours with many calls customer service including their AI assistant I must conclude that this card is not worth it and gives Nordstrom’s a really bad name.
Kay Bourton
Employees fighting for their commission
Terrible experience buying sporting shoes, I was helped by 2 different employees , then when I check out they were fighting in front of me, to determine who took care of me, I assume there was a money commission involved.
Rubito
They refused to honor their return…
They refused to honor their return policy. Multiple calls with various people all acknowledge the item was within their return policy window, yet refusing to accept the return.
Benjamin Meakins
I orderered a pair of shoes in uk size…DONT SHOP At NORDSTROM
I ordered a pair of shoes in uk size 7.5, Nordstrom sent u.s size 7.5, so obviously the shoes don’t fit, they sent me a returns label, I went to a dhl to post it which would have cost £67. The chap was unable to process the parcel, I’m stuck with a pair of £230 shoes. DONT BUY ANYTHING FROM NORDSTROM
Jenny Davies
I’ve been a customer for decades
I’ve been a customer for decades, but unfortunately I’m done.In-store salespeople are usually helpful, but customer service has been disappointing. Twice in the past six months I tried to use gift cards (two different cards) and was told there was no balance. The first time, someone in the store was able to fix it and mentioned there had been issues with cards purchased through other retailers.The second time, at the Topanga store, the support call was so full of echo that neither the salesperson nor I could hear properly. Ultimately, I was told it was my problem and given an email address. The response I received was rude and unhelpful.This has also happened to my daughter, so we can’t be the only ones experiencing it. Being told to contact the original purchaser—when it was a gift—is unreasonable. Expecting me to track down who gave me multiple gift cards to resolve their system issue is even more so.Nordstrom takes no responsibility, so they’ve lost my business.
Tracy
I ordered a very expensive necklace
I ordered a very expensive necklace. The package was left outside of my apartment and was stolen. Customer service was HORRIBLE. They basically said that they don’t believe me or care even though I had video evidence. They refused to help me in any way so my last option was to contact my bank. My bank agreed that Nordstrom was at fault here and managed to get my money back. Never again.
Aylin Erciyas
Unreliable, incompetent & dishonest, especially off shore "Delivery Research"
A loyal customer of 35 years, I can no longer recommend Nordstrom. It is no longer safe to return by mail, even tracked methods like FedEx. Not only I am out of pocket thousands from packages misdelivered or stolen by Ontrac but even worse, for returns documented received by Nordstrom but not refunded. One example: in Aug 2025, I returned a St. John's coat from anniversary sale because it arrived with black buttons (depicted white/gold buttons on website) that looked terrible. FedEx delivered my return which Nordstrom documented on my account. Weeks later I saw that the $1200 return had not been refunded. After contacting customer service, I received an email from "Delivery Research," an off shore Indian call center, stating that while my return was received, the warehouse could not locate it so my refund is denied. WTH?? Your warehouse loses (more likely stole) the item so I'm not refunded?? Even worse, my online account was then altered not to show the item as received by warehouse so it appears online as if I still have the coat. Completely unscrupulous and dishonest. And how can an offshore "Delivery Research" based in India have any real knowledge of what goes on in US warehouses or do any actual research? It cannot. It was created by Nordstrom as an inexpensive method to fob off unhappy customers who are not refunded of which there must now be thousands.No option but to do returns in person -- inconvenient but at least reliable or so I thought. BTW, even Nordstrom's own sales people told me they would never do returns via mail. Several have said it. In-store returns are now made as difficult & unpleasant as possible. Immediately upon going to the "customer service desk" conveniently (not) located on the 3rd floor, you are instructed to take your return to any register; if you do so and can find a sales person, they will grudging & slowly process it. Several times very expensive items were left off the return but I noticed, called it out & got a big "oops" when salesperson caught in the act of thievery as if it were accidental. It's happened too many times - and only with expensive items - for it to be accidental. Adding insult to injury, the Nordstrom nearest us has now instituted a 20 item limit to returns. When more than 20 items, you must make an appointment. ???? I shop for family of four, quite often things do not fit, or arrived USED, or the quality is lacking, or I've order multiple colors/sizes. It's just a means of making returns as inconvenient and unpleasant as possible so customers do not return items. This once venerable institution has tanked; I now shop at other stores first without the vast number of missing delivery and returns and no useless offshore "delivery research" idiots who cannot possibly "research" and simply send unhelpful borderline emails denying refunds even when the item is documented as returned to their warehouse. To conclude, I now shop elsewhere first and only buy @ Nordstrom if I cannot find anywhere else. Disturbing to see decline of once fantastic retailer but seemingly par for the course.
SFMOM3
What in the world?
What in the world?? This went from the company with the BEST customer service to probably the WORST. What a swift and complete 360. Seriously every order has had an issue - shipped to the wrong place, late, complete incompetence by customer service, can’t find shipped item, and now I’ve been waiting at curbside pick-up for 35 minutes. This is three consecutive orders that have been a COMPLETE disaster. I don’t think I can shop here anymore…
Chelsey Wood
The worst customer service
The worst customer service that I have experienced in US. No cancellation or return accepted within 10 minutes from placing an order. 1 item - They chose expedited shipping for me and now for that reason, I cannot cancel.
Veruthe Mathram
The worst online service
The worst online service. Order a jacket had email confirmation 8 hours later canceled the order. Customer service rep dumb as a rocks. Every excuse in the book why my order couldn't be fulfilled I'm done with Nordstrom's I would suggest never buying anything from Nordstrom's they're just another horrible retailer that just is all about how much money they can make and care less about the customer service they get and I will be canceling my credit card and I know you don't really give a s*** but my depends elsewhere but you won't get any more of it
Dave
Soiled and damaged dress, but great customer service
Although I cannot reccommend the state I received the dress in (damaged, soiled), I do reccommend the customer service provided by the ESW Team.
Inês Alves
Where do I start
Where do I start! Worst online buying experience from Nordstrom ever. I bought a fragrance from them which reatailed for $400 plus tax. It came with complimentary gifts. They were free with my main fragrance purchase. Both items took forever to process and ship. Looks like they weren’t shipped together, but coming in separately. I purchased the fragrance on 1/20/26. Estimated delivery date for one package was 1/27/26 and the other 1/30/26. Both items haven’t arrived. Both items keep being delayed and rescheduled for delivery. They have shown up in my city early, but have been delayed for 3 to 4 days. They keep rescheduling the delivery dates even though they are out for delivery. It’s going 11 days and still no items. Not sure what’s the hold up or why it took Nordstrom so long to process and ship these packages. This was a complete waste of time. I could’ve bought it elsewhere and received it by now. I should’ve purchased it from another retailer. Both packages are well past their estimated delivery dates. I opened up cases with the shipping company to see if these packages are lost or stolen. I’ve shopped from Nordstrom plenty of times ,and unfortunately this will be my last. 11 to 13 days to receive an item is ridiculous. I could understand if it was international shipping, but this is not the case. Nordstrom get your act together. Judging here by your reviews this seems to be an occurring issue, and others have complained about this as well. I hope this is helpful to others so they don’t make the same mistake I made. If you want a great online shopping experience with great shipping and delivery service please shop elsewhere.
Christian J
sent me a visibly worn, likely returned/refurbished pair
Bought $100+ shoes online and they sent me a visibly worn, likely returned/refurbished pair (dirt underneath and one with laces undone/stretched out) not in the original box but instead in a generic white fold-up. I'm not even going to deal with returning, just won't ever be purchasing from them again. Be advised and stick with more accountable online retailers
Brahim
Some good experiences but mostly bad
Some good experiences but mostly bad. If you’re an online shopper as I am then you’ve probably noticed frequent returns of clothing and shoes. High priced pants that are too small or too big with length fitted for a giant. Jackets are too short or too long. Shoes so mis-made that my usual size no longer fits resulting in many returns.Not sure who the company buys from but they need to address or lose valuable customers. On the other hand, the people in store and online have always been wonderful. I’m still a fan but not sure how much longer.
K M
I ordered two pairs of men’s size 12…
I ordered two pairs of men’s size 12 shoes but received two pairs of women’s size 7.5 shoes instead. When I contacted customer service to report the error, I was advised rather casually to return the items to a Nordstrom store located several miles from my home. I was also informed that I would only receive a refund for the items originally ordered. The lack of accountability and the nonchalant approach to resolving this issue resulted in a disappointing customer service experience.
Akeem Oyatayo
Not Worth it
Ordered jewelry on 12/30/25. Told it shipped 12/31 but the tracking number was invalid and status never updated. When I called I was told it was from a 3rd party and would arrive on 1/12, but again nothing was updated online. The item is 2 days overdue and they can't give me any information. I GOT A BILL, but have no item. I asked for a refund and they said it would take 2 days to get back to me. I will be canceling my card.
Staci
Nordstrom is pretending to be a bank
Nordstrom is pretending to be a bank. AI doesn't work for you and you just canceled 6 of my orders with a vague message " We had to cancel your order due to complications with processing." Even after I called to verify my info. the issue still persists. Whatever you are doing it , you are doing it WRONG and annoying your customers. I will take shopping to Revolve, Bloomingdale's and so on.....YOU ARE NOT WORTH MY TIME
It's a beautiful world
idk what's with the negative reviews
idk what's with the negative reviews, my experience was great! ordered a black peacoat- arrived within the timeframe and the quality is great! shipping process was easy to follow as well
Flare
"Commitment to sustainability"? Please stop
I like the selection Nordstrom offers and their physical stores are very tidy - BUT - this statement: "NORDSTROM CARES: Taking care of the planet is part of how we take care of our customers. Our boxes are made using at least 30% post-consumer recycled content. Please reuse or recycle. Visit nordstromcares - dot -com to learn more about Nordstrom's commitment to sustainability" ---- that statement IS A JOKE. Are they actually serious? Or do they think their customers are THAT stupid? Or maybe they know from experience that most of their customers could care less? (so it doesn't matter if the statement is a joke). Why is it a joke? #1 - 30% isn't exactly a **** accomplishment. #2 - IF YOU ACTUALLY CARED ABOUT THE ENVIRONMENT you would ship as many items as possible in ONE ***** BOX, instead of one item per box, delivered in individually. That's hella more packaging material used and hella more transportation expense. Not to mention fuel usage and -consequently - POLLUTION (cause I got a feeling that Nordstrom isn't demanding delivery by electric vehicle). THEY SHOULD REMOVE THIS OFFENSIVE / COMICAL STATEMENT FROM ALL OF THEIR BOXES. You are NOT fooling ANYONE with a brain. Nice try "management" but people can see through cute buzz words and catch phrases (even when republicans are in power).
Ava W.
