SmallBizGenius Analysis
Nordstrom reviews reveal a significant decline in customer service and order fulfillment, contrasting with its once-stellar reputation. While some customers still praise in-store experiences, online shoppers report numerous issues with delivery, returns, and customer support.
Category Breakdown
Scores based on analysis of 288 recent reviews
Shipping and Delivery Issues
2.0/10Numerous reviewers report problems with shipping and delivery, including delayed shipments, incorrect items, packages left in unsafe locations, and use of unreliable carriers like Ontrac. For example, one reviewer stated, "Shipped a high-ticket ($1000+) item with no usable tacking. Nordstrom used Ontrac as their carrier — maybe the worst possible: no signature req, no knock, and of course no product delivered."
38 reviews mention thisCustomer Service Problems
3.0/10Many reviewers express dissatisfaction with Nordstrom's customer service, citing unhelpful representatives, long wait times, and difficulty resolving issues. One reviewer said, "Customer service is horrible and unhelpful, they are irresponsible and seem like they have no idea what they are doing."
32 reviews mention thisReturns and Refunds Difficulties
3.5/10Several reviewers report challenges with returns and refunds, including delays in processing refunds, being charged high return fees (especially for international orders), and even having refunds denied despite proof of delivery. A reviewer shared, "Return fees were almost 40% of what I paid - charged me a shocking total $125 AUD for returning one pairs of shoe..."
20 reviews mention thisProduct Quality and Accuracy
4.0/10Some reviewers received damaged, used, or incorrect items. One reviewer stated, "I ordered Alexander Mcqeen tennis shoes on sale for $414.00. They arrived with blue pen marks along every seam of both shoes!"
15 reviews mention thisPositive In-Store Experiences
8.0/10A smaller segment of reviewers praise positive in-store experiences, highlighting helpful staff and quality service. For example, one reviewer said, "I just want to say Ruzana Margoosian, at Thousand Oaks Nordstrom is beyond amazing!!!!!"
12 reviews mention thisPros & Cons
What Customers Love
"I just want to say Ruzana Margoosian, at Thousand Oaks Nordstrom is beyond amazing!!!!! This super king professional woman is exceptional. She is so good at her job. She is so on top of her job. Her professionalism is beyond."
"I never have a problem ordering or returning items. I have found Nordstrom to stand by their return policy and I appreciate that they will allow Nordstrom purchases to be returned to a Nordstrom Rack as the physical NR is more convenient for me than a brick and mortar Nordstrom"
"I love Nordstrom, all my quality clothing were bought from them. I love their brands and their affordability. Been a customer since 2006"
"Great experience and good offers. However, the store has a different pricing than online sometimes, I know you guys match the online price, but also make sure deliveries are faster even when you pay o..."
"I never have a problem ordering or returning items. I have found Nordstrom to stand by their return policy and I appreciate that they will allow Nordstrom purchases to be returned to a Nordstrom Rack as the physical NR is more convenient for me than a brick and mortar Nordstrom"
Common Complaints
"Package was left outside an apartment building in downtown Chicago and never got to me. Nordstrom refused to do anything about it so I was just out $500. They told me just to go to the store next time..."
"Customer service is horrible and unhelpful, they are irresponsible and seem like they have no idea what they are doing."
"Absolute scam when returning products. Ordered two pair of shoes. I took one month to arrive for one pair and the second a week after. I followed their returns procedure and they took over three weeks..."
"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..."
"I ordered Alexander Mcqeen tennis shoes on sale for $414.00. They arrived with blue pen marks along every seam of both shoes!"
Common Questions About Nordstrom
Answers derived from customer review patterns
Is Nordstrom legit and trustworthy?
Based on 100 reviews, Nordstrom's trustworthiness is currently in question. While some customers report positive experiences, a significant number describe issues with order fulfillment, shipping, customer service, and returns. Many reviewers express concerns about lost or stolen packages, unhelpful customer service representatives, and difficulties obtaining refunds. Therefore, while Nordstrom is a legitimate company, its current service quality appears inconsistent, making it essential to proceed with caution.
Based on 45 reviewsDoes Nordstrom have good customer service?
The reviews suggest that Nordstrom's customer service is currently a significant pain point for many customers. Numerous reviewers describe negative experiences with unhelpful, unresponsive, or even rude customer service representatives. Customers report difficulty resolving issues, long wait times, and being transferred multiple times without reaching a solution. While a few reviewers mention positive interactions with specific employees, the overall sentiment indicates that Nordstrom's customer service is not meeting expectations.
Based on 32 reviewsIs Nordstrom worth it for small business?
Considering the issues highlighted in the reviews, Nordstrom may not be the best choice for small businesses seeking reliable and consistent service. The frequent problems with shipping, order fulfillment, and customer service could lead to frustration and wasted time for small business owners. While Nordstrom offers a wide selection of products, the risk of encountering these issues may outweigh the benefits. Small businesses might be better served by exploring alternative retailers with more consistent and reliable service.
Based on 15 reviewsWhat is Nordstrom's return policy like?
While Nordstrom is known for its generous return policy, recent reviews suggest that the return process can be problematic. Some customers report delays in processing refunds, high return fees (particularly for international orders), and even having refunds denied despite providing proof of delivery. While some reviewers praise the ability to return items to Nordstrom Rack locations, the overall sentiment indicates that the return process is not as smooth and hassle-free as it once was.
Based on 20 reviewsWhy are Nordstrom's shipping and delivery so inconsistent?
The reviews suggest that Nordstrom's inconsistent shipping and delivery are due to a combination of factors, including the use of unreliable carriers like Ontrac/Lasership, inadequate tracking, and packages being left in unsafe locations. Many reviewers report lost or stolen packages, delayed shipments, and incorrect items. These issues suggest a need for Nordstrom to re-evaluate its shipping and delivery processes and partner with more reliable carriers.
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