"Ordered a pair of $237 jeans for pickup at the store on 12/18. Two plus weeks later on 1/2 they still weren't ready for pickup and my card was charged on 12/24. Used their chat service which was completely apathetic to the issue and just asked for a refund and receipt for the refund
as no one can tell me where the jeans are. Still haven't received either. Just a vague promise of a refund.

I normally shop at Nieman Marcus, Saks, and Bloomingdale's without issue. This was my first and last time trying Nordstrom. "

"Stopped doing business with Nordstrom a few years ago as their customer service dropped to levels lower than Walmart. Bought about $3,000 in clothes over the last month and have experienced even worse service than the last time I was a regular customer. Trying to simply have alterations done on three suits, a blazer and dress shirt bought there, they make customers jump through hoops JUST to receive a Nordstrom Note, NOT refund for advanced paid alterations on their items. Other higher-end retailers do not make customers go through egregious processes to have items tailored. I've spoken with THREE different levels of "customer service", and the only consistent theme are the words " I am so sorry, there's nothing I can do, you'll have to call...". I am officially permanently done with Nordstrom. Their policies have gotten in the way of accomplishing any form of common sense service. They may be to busy focusing on social justice and other non-sense instead of just selling clothes. Far better options, consider Neiman Marcus, Von Maur and the like. Bye Nordy."

"Most reviews here are similar to my experience. Shouldn't it be time for Nordstrom to change their delivery partner, in my case , Ontrac? Could it be possible that delivery drivers know the store policy of always sid8ng with whatever they say so not actually delivering the packages is so rampant and therefore they keep it? Nordstrom items are pricey. E
Why so many similar complaints. They should require delivery receipt if they have that policy. "

"Horrible online purchase. Nordstrom rudely discard my concern about my missing package. Nordstrom immediately replied via email that they will not do refund or replacement for missing/stolen package. I requested for a follow up call and I got humiliated by the Nordstrom rep. Instead of listening to my concern, the rep victim blamed me that my address was not a safe place to be have packages shipped there.. i should’ve put an address that is more safe.. I should’ve shop in store instead if I didn’t want my package to go missing… ups do not have time to knock on the to give package to customer and request for signatures."

"Ordered over $1000 of leisurewear (order 353676820 on March 11th) and paid extra for "expedited shipping," only to find that some items would be shipped on an expedited basis, but the majority of my goods would be shipped via "standard delivery." The deception occurs when you place your order and pay for the expedited shipping. After you complete your transaction, Nordstrom sends a confirmation. I glanced at it, and everything seemed fine. After receiving notice that the first item had shipped, I noticed that the majority of the remaining items were scheduled to be shipped by way of "standard shipping." I initiated an interchange on their chat line, and was informed by the "supervisor (William)" that I should have paid closer attention! That every single item indicates whether it will be shipped by "regular" or "expedited" transportation. Keep in mind, this occurs AFTER you place your order, and the order tells you everything is fine. I needed the items before an upcoming trip (hence, my paying extra for expedited transportation), and "William" informed me that the goods were "shipping from the vendor, and there is nothing they can do." Later, I found that was a lie. The order was being shipped from another Nordstrom location less than 100 miles from my home (a wonderful telephone rep., Marilyn, informed me of that fact). I am so upset at the curtness, rudeness and outright lies told to me by William, that I may return the entire order. Bottom line....Watch out for this shoddy practice by Nordstrom, and avoid their Chat line unless you want deceptive answers and absolutely no help whatsoever (Oh, they did refund what I paid for "expedited delivery" when I pointed out to them that the bulk of the order was coming via "standard delivery).""

"The shaddy delivery service delivered my daughters Christmas gift to the wrong address. It's shown in a picture. Nordstrom refused to refund my money. When I informed them that mail fraud is a federal offense they laughed at it. Do not ever order anything from Nordstrom on line. Complete criminals "

"Several websites, usernames, service #s,
DBAs . After changing my email in 2 places (Nordstrom Rack and Nordy Club) I didn't get the bill and missed a payment. They didn't call until day 61, after they reported to my credit. They had my other email, but said I didn't specify for bill pay. I never missed a payment and always paid in full. They didnt care that their internal system is
convoluted and flawed and now my perfect credit has a mark for 7 years. They said I am a number and clearly don't care about customer retention. Never again will I use their card services. "

"First of all understand that this is not Nordstroms and they will only accept your order and your payment for a couple weeks than tell you they don't have it anymore and take 2 more weeks to refund you. Great business model? This is the polar opposite of the original Nordstroms that was built on customer service."

"Always good always happy always can return "

"I called Nordstrom and placed an order for an item my husband wanted for Christmas. I paid extra for expedited shipping. Nordstrom's representative incorrectly input my address and my item was delivered to the wrong address. Even though it was their error they are sending it to their shipping department to discuss it with FedEx. They did not offer any solution other than this is "protocol." What about customer service and doing everything to make sure the customer gets what they deserve. Apparently that is not how Nordstrom does business. Now I have to wait for them investigate - and no present for my husband, no refund, no tangible solutions offered. I am so disappointed. I will no longer purchase from them."

"Customer service is what makes this store stand out for the rest."

"0 level of customer service. If you been victim of fraud forget about this company they don’t have liability and any kind of protection! "

"Everything is returnable! What’s better than that????? I love Nordstrom "

"The customer service for Nordstrom has gone way down over the past 12 months.  I've had 2 incidents happen that have been so frustrating.
1.  I purchased an item.  The item showed delivered, I could not find it.  I contacted customer service.  The replied with an email saying "we've done research and will not be refunding your item".  A few days later, a neighbor brought over the package and stated the delivery was made to the wrong address.  I let Nordstrom know and they said, "sorry".  Proving this was not my fault.
2.  I have returned items via mail using their return label.  More than 10 had never been credited.  I had saved all the tracking information so was credited for all except 1 that I couldn't find.  I asked them to do research and reiterated that I used THEIR return label and got their "dear john" letter stating sorry we did research and we're not refunding you.  Even though the other returns that I proved were returned were credited, they won't take my word that I returned the item or do their own research in the system to see the tracking information.  It doesn't make any sense.  Why send a return label for a customer and not keep the data on file.  
I use to shop at Nordstrom because of their amazing customer service.  Unfortunately it's clear they do not value their customers like they use to and I am sick of being treated like a number when I'm spending my hard earned money at such a high end store.  
I hope this doesn't happen to anyone else.  Please make sure to take pictures of all your return labels and get receipts at USPS so you don't have the same return issue.  "

"The return is always very easy what more to ask ? Love my stuff all the time too"