Neiman Marcus / The Neiman Marcus Group
Reviews and Complaints

The store manager was so rude. Her name was Amanda when I ask her what. 1800 number she said she couldn't give it me. I ask why she walked away. My kids went after school she said the couldn't come In without an grown person. My kids are 15, 13. Y'all need to do something with her. Before someone get hurt. The young lady that was with her tried to explain. She was very understanding Mrs. Misty thank her

I was shopping with my friend. It was my friend's first time at the Short Hills Mall and he was recording the experience on his phone. He did this at many stores without incident. While on the third floor of NM near the store's Dolce & Gabbana section, an employee came over and began yelling at us and told us we were not allowed to record anything in the store. She accused my friend of recording her without her permission, which was untrue. She was very rude, demeaning and unnecessarily loud. There were other people in the area and we were very embarrassed. I asked for her name and she refused. She was not wearing a name tag. She was tall, African American, late 30's/early 40's. She was the only NM employee working in that area/section. The incident occurred around 6:30 pm on February 18, 2019.

I purchased this bag in September 2018! I missed the deadline for return for this wallet and the store mailed it back to me with a fed ex tracking number... The packed was marked as delivered on 1/8. There was no packet on my front porch from fed ex that day. Although there were 2 ups packages. I called fed ex to find out what was going on. They said the package is marked delivered and can't do anything about it only recourse if for Neiman Marcus to file a complaint about a lost package! After being on the phone with a customer service representative. I finally got to speak to a supervisor.. Gary from Dallas! Hoping I would get a resolution with this complaint... I was truly shocked to hear with what he had to say... Neiman Marcus will file a case and get a refund from fed ex but they won't be able to give me the refund! I have never heard anything more insane than that! Told the supervisor that makes no sense! The wallet is mine so I should be refunded not Neiman Marcus! He agreed that that it is very disappointing but that's a policy!
Let me tell you that's corrupt policy and practice! You are fraudulent in your dealing with customers and I will take this complaint to better business bureau and whoever it takes to get justice!

I have been a customer for years but not ever so dissapointed in customer service ever! Very shameful and corrupt customer service!

Shalini Tandon
7157 hunters ridge
Kalamazoo Michigan 49009
[protected]

Gentlemen,

Good Morning. First let me tell you a little about myself. My name if Chief Warrant Officer 4 Anthony Ford. I have been in the United States Navy for almost 28 years. I have been a commissioned officer for over 10 years and I love it. I am an avid collector of sunglasses. I own like 10 pairs of Dita Sunglasses and 4 pairs of Cazal SungIasses. With that being said I am always on the hunt for unique quality sunglasses. Which is why I ord​ered a pair of Cazal Sunglasses from Nieman Marcus sometime last week (ORDER WN12471268800) When I received the box, I was actually very excited. After further investigation, I became very disgusted and insulted. Not only did they have the WRONG case in the box, it was a letter from the manager storage basically saying that she is sorry that they didn't have the proper case in stock.

First off, I have a huge problem with this. Nieman Marcus is considered one of the most elite department stores in the United States if not in the world. Your company is on the same level as say Saks Fifth Ave or Barneys. That is why I was so shocked that you manager wrote that letter. I guess her thought was here's the case and just deal with it. You want to know my real feelings. I feel if I was say one of your rich regular millionaire customers, a Nieman Marcus rep would have reached out and contacted the customer and asked them if they still wanted the item with the wrong case.. The disheartening piece is the intent was there to try and deceive me. As I stated earlier, the manager wrote a letter apologizing about the missing case. According to a supervisor that I talked to yesterday named "Maggie" she told me that I should have never seen that note. So I'm assuming that it was accidently sent to me and it was only for the warehouse eyes. So that tells me that manager that wrote the note was being deceitful. I fell like my civil rights were violated. They should have reached out to me if before mailing me some $ 700.00 sunglasses with a crappy off-brand case. This is unsat. I don't trust Neiman Marcus and I will never do business with them again.

VERY SHADY DECEPTIVE BUSINESS PRACTICES. BUSH LEAGUE. I WOULD EXPECT THIS FROM WALMART OR TARGET. NOT NEIMAN MARCUS!

So in summation, I am going to say this. I have been in the Navy for a long time. I have access to a plethora of resources to bring this situation to the light to the let the public know, because your company really screwed me royally and I am hurt. I cant believe that a company that is considered top tier has such dirty business practices and deceit. This letter I have can validate everything that I am saying. II understand totally how powerful that your company is. If I checked, you're probably a multi-billion dollar corporation. However, the Unitedd States Navy is pretty powerful too. Understand they have a team of hungry Navy JAG lawyers that deal with situations like mine everyday. Unlike your company, they protect there Sailors. It seems to me like you are just about making money. Well at least in my situation. . I really don't want this to become a big deal. However, I sure can take it there. I am not making any threats by any stretch of the imagination. However, I paid over 700 dollars for some sunglasses and am not going to be treated like the scum of the earth by your company. But this is 2018 and I refused to be treated like this. I honestly fell like your company caters to its rich clients. And people like me, (a Naval Officer of 28 years), get treated like a slave that has no voice. Its amazing how I can die for my country but can get the respect of a multi-billion dollar corporation Iike Nieman Marcus. I am not sure if are gong to respond to this email or not and that's fine. If you doe that's great. But if you don't, I going to pursue this issue with everything I have in my being. My voice will be heard. I want to be perfectly clear, sending me the correct case will not fix this problem.

Very Repectfully,

Anthony Ford,

[protected]

I THOUGHT that Neiman Marcus was a retail establishment that focused on providing excellent customer service. My experience was anything but that. I reached out to purchased (4) pairs of shoes during the current sale. I encountered a sales associate via phone who seemed to be new in her role. I had to repeat things numerous times, was placed on hold a couple of times for the tune of 47 minutes. When the associate finally came back to the line I asked what was taking so long and she advised that she had to take care of some things with her manager that were unrelated to me. OMG, so a customer who is trying to place an order is put on hold for 47 minutes (intermittently) for things that don't even involve their order? I asked to speak with a manager and once the manager came to the line, he was casual, unconcerned and as I explained the situation to him said that he wasn't sure what the problem was. From there it went from bad to worse. Net, net I asked that my order be canceled. I am completely underwhelmed by Neiman Marcus and their customer service and probably won't ever shop there again.

I went to the Neiman Marcus at ClearFork Fort Worth to have my Louis Vuttion bag repaired. I told the manager Wendy that I wanted the straps cleaned, the gold metal replaced, and new LV leather tabs on the side. When i got my purse back the only thing on it was a huge patch of monogram on a tiny cut on my bag that i wasn't concerned with. When i told them this is not what i asked for they told me that is what i agreed to, even when putting a patch on my bag was not in my repair description.. They ruined my bag and did not fix/ repair anything that I wanted them to do in the first place.

I bought two rugs in May online. The rugs have shed since we put them down, This is August and they are still shedding. My initial call was to ask if there was something I could do that would alleviate the shedding. The 2nd call was made because I was hung up on while I was taking pictures of the rug to send. The woman never gave me upload info. The 3rd call was because I was hung up on. The woman this time told me they would send Fedex to pick the rugs up. They were picked up, but when we returned from vacation, there was a notice on my door about rugs. Fedex delivered the rugs back to me. I called again this morning and was told that I should have read the description of the rug, that it would shed. But 3 months of constant vacuuming & sweeping and still they shed. She said that's what happens in high traffic areas! Excuse me, my house is high traffic because we live in it. I just want them to take the rugs back and issue a store credit for what I already paid for these rugs

I have now made 2 phone calls & have been waiting since June 25th for a pre printed return label so I can successfully return 2 items. This honestly makes me think about ordering anything again from NM; your customer service needs to be addressed. It is really a horrible way to do business. My order ‘s are:
[protected]-2 & [protected]-1. I hardly think NM would wait this long for payment from a customer.
Thank you.
Katey Langer

On April 28, 2018, I attempted to return an Este Lauder Foundation at the Galleria Mall location in South Florida. A rep came over and asked if I needed help, I told her I had a return. She looked pass me and notice someone else at the counter and asked her if she needed help. My friend told her she was with me (did I mention I am African American and my friend is Italian). The rep then said "I need you receipt" I told her I had my receipt, she began to ask why I was returning the product. I attempted to explain that I had the wrong shade and had gone to Macys which was closer to home to replace the product. She walked away looking in the display case to see if my product was different. She then said she needed a manager before I could return the product. She called for someone but no one answered. She opened the foundation and began to pour it in the cap (all while I looked in disbelief). I asked if there was a problem and she mentioned that my box was unwrapped.
I told her that from where I was standing, majority of the same products (over thirty were unwrapped and only about eight had wrappings. She ignored me and later said "this was not her department" and called out to another sales rep. She was louder than she needed to be and condescending.
Her behavior was rude and demeaning that my friend walked away and later asked if I had gotten finger printed. I was treated like a common criminal and someone who from her behavior had no place in that store.
My friend (without my knowledge) asked to speak to a manager who was apologetic and kind with her words said she would speak to the associate. You see, the problem I have with that is, no one ever thought the associate should have apologized to me.
I maybe African American and a misfit, but I have a doctorate and as an educator for over twenty three years take pride in being kind, helpful and respectful to all.

Hello,

My wife and I have been shopping in NM Natick for over a decade and have spent well over 100K in purchases over the years. The customer service has always been excellent and immaculate. Today we experienced just the opposite when we were at the shoe section. My wife asked for help from John.L in the shoe section from the Natick, MA store and he was quite rude and threw the shoes on the floor and expressed absolute discontent in serving her. While I don't want to judge the reason for his behavior it is absolutely unacceptable for a customer service person to behave in such a way. I would also question if he behaves the same with other customers or if was specific to specific demographics. I understand that this does not reflect NM brand but should be looked into just so it does not get repeated again.

Thanks.

With all do respect in regards to your return policy, I attempted to return a pair of designer shoes I purchased for my father at the Topanga Canyon location. Despite having to wait for Mary Zigman to finish her personal chat with a fellow employee, I clearly explained to her the reasoning for my attempted return: my father's medically endured coma and unfortunate death. She did not express her condolences and was very rash. I've been a customer of NM for years not and I have never experienced such inhuman service.

She immediately began to scan the item and informed me that I was past the 60 day return period. I completely understood her dedication to the store policy and continued to ask if a conditional exception was available for the circumstance. She then guided me to contact Sombal, the district manager, who had already ended her shift for the day.

After I departed the store, she informed Sombal that the shoes were not in resell condition. The fact that she was clearly inhuman was enough. Now she transferred falsified information which is the reasoning behind my complaint. She basically made me (the customer) appear to be a liar.

Her actions demonstrated upmost poor customer service. I have attached images of the shoes to clearly show that the shoes were never worn by my father. He never got the chance to unfortunately. The only time he put those shoes on his feet were to try out the fit in-store.

Please, don't allow such unethical behavior to effect another customer.

Topanga Woodland Hills location, this will be my second purchase of a Gucci purse from this location, and most likely my last! In the past I've always been so pleased with the help and respect I've received from employees at nemins! Laurie or Lori who ever was in the Gucci section of the topanga nemins Friday April 13 I believe is so incredibly rude over the phone and in person it's just not acceptable especially from a store like this! She was rude to not only myself but rude to my friend who was purchasing the Gucci purse for me to the point my friend thought this woman was racist! I'm so upset and saddened by this insident I request this woman to be addressed and this problem to be solved. Thank you for your time I truly hope you take this matter seriously and this is addressed immediately. Thank you.

I made a purchase on 2/15/18 and it was to be sent to my home. On 3/10/18 I finally realized I never received my shoes and contacted customer service. I was informed that I would need to contact the store directly because the purchase was made there. I contacted the store and was informed that I would need to file a police report, which I did on 3/19/18. I provided this information to loss prevention on 3/20/18 and was informed by staff, Katherine that she would need to speak with her supervisor Linda because they did not understand why so much time passed before they were contacted. I then received a call from Supervisor Linda Heyward on 3/22/18 stating that I would not be receiving the shoes or a refund for the shoes because they can not be responsible for what occurs on my property. Also because I waited so long to contact them and at this point there was nothing that they can do. I informed them that I never received any tracking information for the shoes and my receipt states that a signature is needed for the delivery. I asked Katherine for the tracking number because evidently I never received one, which she provided. According to FED-EX the package was left at my front door, when I questioned loss prevention about this I was informed that even though it states this on my receipt, if the item is not atleast 900$ then a signature is not needed, but this was not explained to me when I purchased the item and again my receipt reflects something else. I am trying to understand how if I never received my item that I purchased, how am I not being compensated in some way. I am a regular shopper at Neiman Marcus but from this incident I will never step another foot in this store. I feel as though I was robbed and the manner in which I was handled by Loss prevention was totally disappointing. I was being treated as if I stole this item that I paid for, I was even told by Katherine (Loss Prevention) that there was an incident recently that a woman stated she never received her item and then tried to return them 6 months later as if this was something that felt as though I was trying to do. The shoes were not expensive but with the way that I am being treated, I will make sure every outlet that I can find will hear about this incident and understand that we as the consumers who patronize the store should not be treated like common criminals.

On February 10th, 2018 my husband bought me Tom Ford Rive D'ambre perfume from Neiman Marcus in San Francisco, for Valentin day. I was so excited because I wanted it for quite some time. The sales person promised that this perfume is the best on the market and would stay all day long after I expressed some concerns. Unfortunately, he was not being honest and had no real knowledge about this perfume. After I was gifted this perfume, I couldn't wait to wear it. I am so upset and disappointed when after 30 minutes the fragrance completely gone! From my body or clothes there was nothing! My husband paid $230 for an unscented liquid. On March 4th, we came back to Neiman Marcus, we live in Sacramento, it take us for 2 hours' drive (plus gas) to San Francisco. I wanted to exchange my perfume and I explained my situation, but I was refused the exchange (I have original package and receipt) by the store manager Teresa. She seemed very uninterested and continued saying, "We can't exchange it, this is our policy".
I was humiliated and disappointed, I don't understand this "policy" this is not my fault. First of all, the sales person reassured me it will be stay all day long even thought I hesitated, I trust someone who was shirred by such a reputable company. Second, they have 60 day return policy, I brought it back after only 25 days. I used it once and just wanted to replace for another perfume that actually works. I've never dealt with a situation like this. Please be aware of purchasing from Neiman Marcus. The company may be reputable but unfortunately their sales people are not.

On Tuesday, January 23, 2018, at 12:30 pm I get a call from my mother that she is arguing with the assistant sales manager (Ronnie Dean) of cosmetics/ fragrance Department at the Neiman Marcus Store in Boca Raton, Florida.

The issue that my mother had was that one of her Cosmetics bottles was licking due to a plastic gasket on the bottle that's broken. She wanted to see if it can exchange.

Well, that is when I heard Mr. Dean speaking loud enough that I can hear him over the phone. With zero disregards of how bad his tone of voice was and how rude he was expressing himself and telling her that he is not going to help her.

I then told my mom to please give him my business card. He then replies that he needs to speak with his manager and that he will contact me within 24 hours.

Well, it been a week and I still haven't heard anything from him. How can a business have employees with managerial titles that are rude to their customers and then never follow up with clients?

All this for a simple cosmetic bottle replacement. I am formally placing a complaint with Mr. Ronnie Dean and making sure others are aware of his attitude and disrespect to a woman.

As a man, he should know how to treat a woman properly and with respect and kindness. As a manager, he should never let the situation get escalated.

Well as a U.S. Air Force Veteran I will no longer shop at Neiman Marcus and will encourage my friends and family to do the same due to there lack of customer service and disrespect to women from Mr. Ronnie Dean.

January 16, 2018

Dear Neiman Marcus Customer Service:
I thought you should be aware of the irritating customer service I received from Neiman Marcus after ordering a pair of shoes that eventually never materialized.
I ordered the pair of shoes back in October (10/18/2017: WN10381296899) with hopes of having them for Christmas. When I ordered them, it indicated they were the last pair in my size (I was thrilled). But then after waiting for 2 weeks and not hearing anything, I reached out to customer service to find out they were "delayed" and my shipping date was sometime in November.
Then it starts to get really annoying ….
So for the next three months, I received almost daily emails notifying me that my order status had changed and I would need to email customer service within 24 hours or my order would be cancelled!
So almost daily, I responded to the increasingly annoying messages indicating I would wait for my order.
Then around January 8th, I receive another email simply stating the order couldn't be fulfilled and it would be cancelled.
When I inquired to customer service, I received your canned responses just with different first and last name initials at the end of them … then after getting so frustrated, I told them I was going to cancel my credit card, I received a nice note back stating:
Ricardo A
Thank you for contacting Neiman Marcus online.

You are most welcome. It is our pleasure to assist you in any way we possibly can. If you have any further questions or concerns you may contact us directly at [protected], via chat or by email. We will be more than happy to assist you.

Thank you for shopping with us. Please feel free to contact us at any time.

Regards,
Ricardo A
12 Jan, 11:19

Here's the thing … I went onto Amazon, ordered the exact shoe but in Navy Blue, ½ price and had it the next day!
If I were on your customer service team, I would have reached out mid-process and asked if there were any other colors that might interest me … say for example Navy Blue (which I purchased from Amazon) or Black Leather (which I purchased directly from Vince.com) … but no, they just kept sending annoying status emails and canned responses to my questions.
I will admit, there were times when I wasn't so pleasant, you could hear the frustration in my emails … but then again, customer service was anything but helpful.
Regards, Evelyn K

I ordered $2000 worth of products online. I requested 2 day shipping because I would not be at my house the following days for 2 weeks. On the day the product should have arrived, I called customer service because I had yet to receive a shipping notification. Gloria answered and told me that she would look into it to see if I could get it by Friday. That afternoon, I still haven't heard anything from anyone and called again. This time I got Jane, who was polite but unable to help. I asked for my call to get escalated. Caesar took my call and treated me as if he was the customer. He made me feel as if I was doing something wrong by calling to inquire about why my order was not there when they said it would be. His treatment was so bad, that I canceled my order. I will never shop at Neiman Marcus again.

Dear Neiman Marcus administration (or whatever it's really called) I am asking you to stop canceling my orders without notifying me. It is very irritating.
I have been trying to order one item I urgently need. And unfortunately, your store is the only store that has it. So please stop this mess.
I wrote to you many emails asking to call me back. I would also call, but your employees never pick up the phone.
I was provided no reasons for cancellation. So maybe I will be heard and this terrible mess will stop.
Who knows. I believe in miracles.

They don't work properly. Their customer service is dumb. Lazy and unorganized. Takes them forever to answer emails. I think there's only one person in their customer service and it's just impossible for him/her to answer all the emails and calls. There's no another explanation to this mess. When it comes to the issue be prepared to resolve it by your won. Just like I did and many other people before.
Their company is a huge mess and I recommend you to stay away from them and never trust your money to them.

This company does not honor its promotions. I did the gift card with purchase promo and was entitled to a $50 gift card. Basically, i never received it. No one contacted me to let me know anything. I first called two months after the initial order. This was February, 2017 and they let me know they would be emailing the gift card to me again.
Fast forward to April, I have to make another call. They say they will email once again...nothing...I call again in May to attempt retrieving my gift card and no one seems to know why I didn't receive it but not they are telling me my gift card has expired. So, the representative tells me they will send a check being that I no longer had the card I paid with for a $50 credit. This was suppose to take two weeks.
Instead, a few days later, I receive a $14 credit to my paypal account from Neiman Marcus. No bueno. I call them in June and after they insist that they sent me $50 to paypal and are now telling me to take it up with paypal. Bad business. After back and forth calls between Paypal and Neiman Marcus, PayPal does not show a $50 credit and I still never received my $50 from Neiman Marcus.
They put up promotions and hope you will forget about your gift card obviously.