Customer Complaints About Nordstrom's Poor Customer Service
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Customer Complaints About Nordstrom's Poor Customer Service

Nordstrom Customer Feedback Analysis Report

Nordstrom customers complain about poor customer service, canceled orders, stolen packages, and faulty returns. Many customers express frustration with the decline in Nordstrom's customer service quality and the lack of resolution to their issues. Issues include canceled items, incorrect orders, lost packages, and unhelpful customer support. Some customers also mention the decline in shipping quality and the need to pay extra fees for poor shipping. Overall, customers express dissatisfaction with Nordstrom's customer service and the decline in the company's reputation.

Source: Trustpilot Reviews of Nordstrom 

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Customer Feedback Analysis of Nordstrom 

Uncover insights from Nordstrom customer feedback on service, shipping, and more to enhance your business strategy.

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Custom Date - May 18, 2025
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  • Sudden, repeated order cancellations

    Writing regarding a frustrating experience I had trying to order a cologne for our friend's birthday. I placed an order with "2 day shipping," but 1 day after the item was expected to arrive, I received a surprising email that my order is being canceled entirely.I was still able to re-order online, and after reaching out to customer service, I was assured my item would arrive this time. The next day, my order was canceled again out of the blue. If you read the other reviews here, several customers report having their Christmas gifts canceled with little notice before the holiday.I had purchased a Nordstrom gift card to use toward this item, and now I'm stuck with a $150 card I do not need.I am frustrated for 2 reasons: 1st, I was able to complete check-out for this item on 2 distinct occasions despite it not actually being in stock by Nordstrom. And 2nd, I had to show up at my friend's birthday empty-handed.Normally, when I take the time to write a long letter explaining the situation to a company's customer service, I get a legitimate resolution or at the very least acknowledgement for the specific trouble caused. With Nordstrom, I essentially got no help-- merely couple sentence responses rehashing that my order was canceled and "Thank you...for choosing to shop with Nordstrom.com" Ironically, this will be the last time that I make that choice.

    Sentiment
    • Negative
    Content
    • Order Cancellation
    Jan 23, 2024
  • The decline of Nordstrom from a service…

    The decline of Nordstrom from a service perspective is truly sad to see. They used to be my holy grail (I am in my 40s and have shopped there since I was 13) and they have really lost their touch in the past 5 years, both from an in store and online experience perspective. Once again they are unable to fulfill an order of mine and I have to hunt it down myself and find out why it isn't shipping only to learn the item was sold to someone in store (I purchased online). Really wish they could get their ops and service aligned as this is the third time this has happened in the past 6-8 months (and only with luxury items which sorry but not sorry should have a MUCH tighter process, this should never happen). No longer purchasing these types of items here because I can't in good faith expect to receive them.

    Sentiment
    • Negative
    Content
    • Online Shopping Experience
    Jan 19, 2024
  • Nonna Bukhman in Lingerie/Hosiery was…

    Nonna Bukhman in Lingerie/Hosiery was excellent.She knows how to fit properly.She was helpful and gave good advice.I will only go back to her. Thank you!

    Sentiment
    • Positive
    Content
    • Customer Service
    Jan 15, 2024
  • Place the order online Nordstrom store…

    Place the order online Nordstrom store on Nov 3 said I could pick up Nov 5 and hadn’t go yet

    Sentiment
    • Negative
    Content
    • Order Cancellation
    Dec 07, 2023
  • THEY SOLD ME USED BOOTS

    These bozos sold me USED boots for the price of new ones. The box was trashed, boots had mud on them. Totally disrepectful way of doing business.

    Sentiment
    • Negative
    Content
    • Product Quality
    Dec 01, 2023
  • Great merchandise & quality

    Great merchandise. Excellent quality. Tremendous return policy. Knowledgeable staff.

    Sentiment
    • Positive
    Content
    • Customer Service
    Nov 28, 2023
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Sentiment Analysis (limited preview)
-76 Net Promoter
Score
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  • This report contains qualitative analysis with Net Promoter Score, Sentiment Analysis, content classification, most popular phrases, languages and a trend graph to display how the context changes over time. After purchasing the report, you can search in customer feedback and filter results based on classification labels and popular phrases. Also, the analysis is available in PDF and PowerPoint formats, and all the reviews are available in Excel.

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