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    Nordstrom

2018 CUSTOMER CHOICE AWARD

Ratings On Other Platforms

Trustpilot
1.8 / 5
Reviews.io
1.7 / 5
Corporate Values

Overview

Nordstrom has a consumer rating of 3.55 stars from 632 reviews indicating that most customers are generally satisfied with their purchases. Consumers satisfied with Nordstrom most frequently mention customer service, free shipping and return policy.Nordstrom ranks 4th among Department Store sites.

  • Quality
    52
Positive reviews (last 12 months): 32.8%
Positive
20
Neutral
3
Negative
38
View ratings trends
22
See all photos

What reviewers want you to know

Positive highlights

  • Love good customer service and we should EXPECT it!
  • Fast and free delivery, excellent high-quality products, excellent return policy.
  • 2018 Customer Choice Winner

Critical highlights

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

“Orders shoes came in right on time & love them!”

Dana M.
6/2/20

Was a little skeptical reading the reviews online, but ordered anyway! I bought a pair of Nike Air Force 1 shadows and they came in right on time & I LOVE them! Even during the virus and everything that's going on they delivered! 11/10, online tracking for the shipping was perfect as well!

See positive reviews
Top Critical Review

“Poor Customer Service”

Melissa L.
1/7/22

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.

See critical reviews

Reviews (632)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (142) return policy (19) nordstrom rack (12)
melissal1398
1 review
0 helpful votes
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
im84
20 reviews
3 helpful votes
January 8th, 2022

I buy online from them for years, and its all good. But recently, the quality has gotten down/cheaply made, even on top brands. I dont know if its only online merchandise, that its lower quality, i was surprised, because i rely on certain brands to have top quality. Bc of this, i cannot order online. I returned them. Ex: Foxcroft brand sweater, very thin, like ordered from the slum store of China. Hobo brand purse. Leather not as pictured, poor, wrinkles, picture shows purse stands up rigid. Received, crumbly flat, does not stand up. I still give some stars, bc, im not giving up on nordstrom, just be weary.

Tip for consumers:
Online purchase, cannot see poor quality, even the top designer brands.

Products used:
HOBO coin purse.

Service
Value
Shipping
Returns
Quality
gabriellel100
1 review
1 helpful vote
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
Shipping
Returns
Quality
danam351
1 review
12 helpful votes
June 2nd, 2020

Was a little skeptical reading the reviews online, but ordered anyway! I bought a pair of Nike Air Force 1 shadows and they came in right on time & I LOVE them! Even during the virus and everything that's going on they delivered! 11/10, online tracking for the shipping was perfect as well!

adedotuna1
1 review
2 helpful votes
October 30th, 2020

This is my first purchase with Nordstrom, my account was charged $9 more than total on the receipt. It is not about the amount but the concept of stealing by tricks, imagine $9 from a million people that's $9 million. Watch this company, definitely not going back for anything I will stick with SAKS, Macy's and Neiman marcus.

alexr1093
1 review
3 helpful votes
February 25th, 2022

I returned over $500 worth of merchandise to Nordstrom this year, double processed through their system and with their insert labels and they lost it, will not refund me my money and have become a crap customer service organization. I've contacted them multiple times detailing everything, I've been a customer for over 20 years and have spent tens of thousands of dollars there and they treated me like garbage.

Tip for consumers:
Nordstrom has become a horrendous customer service experience

Service
Value
Shipping
Returns
Quality
mousyl
51 reviews
14 helpful votes
September 17th, 2021

I've order from Nordstrom's a couple of times now. Their website is very user friendly. As expected, their products are high quality and you can often find great deals on sale items. Shipping was average time. Not super fast, but also not slow. Products were as pictured and described on the website. Nordstrom has a very well known reputation, so I felt confident ordering from this website.

Tip for consumers:
Look for sale items

Products used:
Clothing

Service
Value
Shipping
Returns
Quality
geraldg318
3 reviews
1 helpful vote
March 17th, 2022

I like your store, there is always what you need, good quality and at affordable prices. Fast delivery. Thanks for your great service

giorgig11
1 review
0 helpful votes
March 6th, 2022
Verified purchase

Worst CS I have ever communicated. I have ordered Nike Yoga Pants and received Nike running shorts which costs cheaper than my ordered pants, I have explained that my address was a freight forwarder address and I am in a different Country from where shipping back to US costs a lot of money and they regret to pay the shipping fee or send exactly what I have ordered without return! WORST COMPANY, WORST CS! Not recommended!

Tip for consumers:
Don't buy from this website!

Products used:
Clothing

Service
Value
Shipping
Returns
Quality
magnuss10
3 reviews
0 helpful votes
December 8th, 2021

I really liked this store, there is always a huge selection of beautiful and high-quality clothes at affordable prices, delivery is fast

aisham30
1 review
34 helpful votes
May 20th, 2020

Nordstrom sold me an open and used product by 92$. I trust them because they the only one who sold Shiseido foundation, They did not want to compensate me or return my money back!

karas92
2 reviews
2 helpful votes
January 14th, 2022

I will literally never shop at Nordstrom again. I made an online order and received the wrong merchandise with incorrect sized tags. When I called they did absolutely nothing for me and they said they would call back and never did. Luckily I had the inkling not to try to mail my items back so I returned them at a Nordstrom rack near me. If you read other reviews if your package doesn't get delivered they refuse to refund people so I am thankful my package at least arrived. Nordstrom will be out of business soon because nobody's going to put up with this. Nordstrom can go____ themselves.

Tip for consumers:
Never shop here.

Products used:
None returned everything after poor customer service.

Service
Value
Shipping
Returns
Quality
roslynb35
1 review
1 helpful vote
January 17th, 2022

I love everything about Nordstrom. Everything ships fast, and if somethings wrong I get my credit right away. When you cant shop in the store this is the easiest way. Order online, return it if you don't like it, what else do you need. I shop here at least 1 a week. Beats going to the stores.

Tip for consumers:
What do you think would have been helpful to know?

Products used:
Jacket, shoes, slippers

Service
Value
Shipping
Returns
Quality
yuliad4
1 review
7 helpful votes
August 3rd, 2020

Yesterday was my 2nd time that i tried to order from Nordstrom online and it is second time my order cancelled!
Was waiting a long time till my favorite pair of shoes will appear there in the colour and size i need... few times a day checking in the site... finally it arrived! I was so happy!
Really dissapointed with such a service! Unbeleivable it happens to me every time i try to order in Nordstrom!

johnn2023
2 reviews
0 helpful votes
February 14th, 2022

I want to recommend this store, there is always a good and large selection of quality and stylish clothes

xiaobinc
2 reviews
0 helpful votes
March 17th, 2022

Nordstrom is no longer the brand name that you would expect with bad customer service. I ordered a facial product with their online promotion of 3 gift products. However, I only received one gift product. After contacting their customer service, they acknowledged that it is a mistake in the advertisement, but refused to do anything except for returning the product. It is very disappointing that after spending so much time with the purchase and they do not honor their promises.

Service
Value
Shipping
Quality
shuas
6 reviews
32 helpful votes
April 9th, 2021

I'm not sure if everyone knows this, but Nordstrom has the BEST customer service. I've shopped here for years for different things and occasions, and I have to say with the amount of times I've needed to contact customer service, I've rarely (never?) been disappointed.

Whether it's missing packages, returns, or out of stock items, problems were addressed with kindness and quickness which I both value and appreciate.

You would think such a big brand wouldn't really care or take it lightly when dealing with customers, but I'm never hesitant to contact customer service at Nordstrom because I know they can be very helpful!

Service
Value
Shipping
Returns
Quality
michellea760
1 review
0 helpful votes
October 23rd, 2020

They have amazing shoes. Like thi sone - Sam Edelman Yaro Ankle Strap Sandal (Women). Now, these are offered at a discounted price and I ordered the. No delays in delivery. They fit me perfectly.

siennab13
2 reviews
9 helpful votes
February 12th, 2021

Ordered a gift for Valentine's Day for pick up. Somehow got sent to my old address. I contacted customer service ASAP. The man said he would change after an hour on phone with him. Went to store and they only had half of order available. I wasted 2 hours for nothing!

davidgz
5 reviews
3 helpful votes
July 31st, 2020

Great place for a haul, im actually rarelly satisfied with such websites but this one turned to be good, i appreciate the work of the whole company

ephrems1
1 review
0 helpful votes
December 10th, 2021

I ordered Brown Leather Jacket that i saw on Nordstrom's web site. I got wrong jacket 3 times. 2 times I got black leather jacket that don't have a collar, and the last one brown jacket without collar. I called many times asking them to making a correction and send me the exact item that is posted on the advertisement on their website. The mistake was not corrected 3 times no one tool owner ownership of the situation. My expectation of Nordstrom was higher standard, but this showed me failure of service. Please post right commercial on your website this was below my expectstion.

paulw1103
1 review
5 helpful votes
September 8th, 2020

I've unfortunately had to call their customer service line 4-5 times in the last month and every time is worse. Unclear, no English, rude, and generally unhelpful people leave me with no idea what they're talking about and whether or not they can help me. I can't wait till my local opens up again so I never have to call them again and can at least interact face to face.

timmit
5 reviews
0 helpful votes
February 11th, 2022

The reviews scared me a little, but I took a chance and the product arrived. Liked that during the pandemic, the product arrived as stated on the site, without the delays that I expected. Item tracking is very accurate.
I liked the quality, I thought that the quality of the goods would be worse. The support team works great. The product is of very good quality, I am very happy!

angelikam16
2 reviews
3 helpful votes
October 20th, 2021
Verified purchase

They keep sending me shoes in damaged boxes, and now they're even sending me damaged shoes. I bought a $500 pair of boots that arrived scratched and dented. They did absolutely nothing to remedy the situation besides saying that I can return it. Never buying from them again.

teddyd19
1 review
10 helpful votes
June 13th, 2020

Place should be called "noodle-storm!" not Nordstrom seems as though a bunch of wet noodles are running the place!

I could go on about my story experience forever... lets just sum this all up here, I will never spent another penny with this company and I hope the file for bankruptcy! Would be a dream come true ;)

Q&A (9)

Answer:

From what I have seen, orders come within the week and are always nicely packaged with tissue paper.

By denise p.
Answer:

Immediately. Never had problem returns. That they are good on. But maybe, service is affected by the pandemic.

By I M.
Answer:

I have bought a fair number of designer handbags and sunglasses from Nordstrom. In all cases (depending on designer) the handbags were marked inside by the designer, where the item was made, usually a serial number and often a certificate of authenticity. This is especially true of the couture items i. E. Prada, Yves St. Laurent, etc. I have never questioned an items authenticity that I purchased from Nordstroms. They are way too big to risk their rep on fakes.

By denise p.
Answer:

Maybe it depend on your shipping method if there is no unexpected happens

By Brittany A.
Question:

Are the uggs real?

Answer:

Yes. Absolutely, have purchased 3 pairs of Uggs from them over the years.

By denise p.

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Typical questions asked:
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About the business

Free shipping. Free returns. All the time. Shop online for shoes, clothing, jewelry, dresses, makeup and more from top brands. Make returns in store or by mail.

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3.6
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