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Reviewed Aug. 30, 2023
Call center based out of South America. Horrible heavy accents. Can't understand anything they are saying. A night and day different experience than their stores. Don't ever buy anything on their website. My order was canceled, I paid with a gift card. And I was told it would take up to 14 business days for a refund.
Reviewed Aug. 11, 2023
I recently had an exasperating experience with Neiman Marcus in Las Vegas to the point where I will never spend another dollar there in my life after being a long time customer of their store and I will make sure anyone I know steers clear too. Borderline fraudulent behavior going on over there from the management level down. My how times have changed! After buying 12 pairs of designer shoes in a whirlwind shopping adventure, my overall satisfaction has been far from what I expected. The initial service at the store left much to be desired. There were several instances where communication was lacking, and promises to address my concerns went unfulfilled. Despite my attempts to rectify the situation, I was met with unresponsiveness from the staff.
My primary concern revolves around a pair of shoes that I never received, even though I paid for them. Despite my best efforts to resolve this issue, it has persisted for over a month without a resolution in sight. In my communications with Neiman Marcus, I highlighted the importance of addressing the matter promptly, as any customer would expect. Unfortunately, I have yet to receive a credit or the shoes that I paid for. The website says that they are sold out now, so I probably will not receive the shoes I wanted to buy due to their employees dropping the ball. I'm left with little options but was hoping I could get someone who works for Neiman Marcus' attention that still cares about keeping their customers happy. That hope is dwindling. Perhaps they have switched over to employing AI customer service bots over there. It's baffling!
I just want the shoes or the money that I paid for the shoes back. I don't see what's difficult about this. Are they hoping to run me out of energy so I no longer seek the refund I am due? I'll tell you what, I've got better things I could do with my time than having to hound your employees to do their job they are being paid to do. What has surprised me even more during my quest for resolution to this matter was the lack of a coherent response in my efforts to escalate the issue. My concerns seemed to have been passed back to the same staff members who have shown themselves to be incapable of addressing the situation effectively, as if somehow this is supposed to yield me different results? Talk about madness!
While I believe that mistakes can occur, it's the company's response that truly matters. It's essential for any business to value their customers and take their concerns seriously. I had expected a much higher level of service from a retailer of Neiman Marcus' reputation and caliber. Especially when I am in the 2% of clientele that the CEO, Geoffroy van Raemdonck, claims he is looking to get more of. I spent almost 30% of his desired clientele's yearly spend in 30 minutes. So why is it that Susanna ** is not even concerned with losing my business permanently?
I urge Neiman Marcus to reconsider their approach to handling customer issues and to provide a more effective resolution process. As a long-time customer, I believe that clear communication, accountability, and a genuine commitment to customer satisfaction are crucial for maintaining a positive reputation. At this point, I would not be surprised to hear that they are going under. They have lost all attention and focus over there and you can't get anyone on the phone, nor do they return your call. They are unapologetic about their mistakes as well.
I hope that my experience serves as constructive feedback and encourages improvements in Neiman Marcus' customer service processes because as it stands, I can get better customer service at Target. Why would I spend that much money to get treated worse? No thank you! There are no shortage of places I can spend my money. As the recession deepens, without customer service to differentiate themselves from the MANY companies that supply the exact same products, they got nothing.
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Reviewed Aug. 7, 2023
I placed an order for sneakers online. When the package arrived they were a completely different color, but the same brand. I called customer service, explained what happened and was issued a FedEx return label. I was issued a refund and everything was fine. Fast forward to last week (one month later), I received a package from Neiman Marcus (with no notification) just an alert from my alarm system, and it was a box with the same item in it. I called customer service and was told the warehouse rejected the return because the item is not something NM sells. I was furious and demanded a fedex pick up because I did not authorize NM to charge my card for this item and I wasn't going to keep a purchase they sent in error - again.
After checking the original shipping label, the sneakers were shipped from the store in Charlotte, NC. I told the rep that they need to check back at this location to see if there has been fraudulent activity because she stated "she can't confirm what was in the box I shipped back" - basically implying that I'm trying to send back a different item then what I purchased. How can she not be sure that an employee did this! I guess it's easier to blame it on a paying customer!
In any event, for a "luxury" retailer I have never been treated so poorly or ever been accused of stealing. I've only had my card for a short period of time and have purchased other items of more value with no issue. The supervisors I spoke to were rude and basically told me there is nothing they can do. I now have a investigation open with Capital One and hope they find the thief internally and provide some training on how to deal with customers. The time wasted trying to do the right thing to return this item and the lack of consideration has been intolerable. I hope they have proper procedures in place to figure out what happened so others don't have to deal with this but this makes me think that this type of stuff happens often. I can't wait to close this card and be done with them for good!
Reviewed July 15, 2023
Worst online customer service. Worst online customer service. Tried to chat with online CS. First agent was assigned after 4 minutes of waiting. (3.22 entered into chat, 3.26 pm agent was assigned, 3.29 no reply from the agent). 2nd attempt today. 3.33 pm entered into chat, they said waiting time is 2 minutes, but until 3.50 no agent is assigned - almost 20 minutes wasted! This NM chat apps is totally useless!! I tried to get my refund with no success.
Reviewed June 29, 2023
If I could give rate this a zero I would. I ordered an designer handbag on 6/9/23. Twenty days later, I have yet to receive a tracking number or status update on my order. It is still "in process". I called customer service multiple times and they have said "it's in fulfillment" and similar to the other reviewers, they give me a fake delivery date, pushing the date one more day every day that I call. Essentially, I have paid for a product that has not and will not be delivered to me.
I went to the local mall, and what do I find? The bag that I ordered on display. However, I would have to come out of pocket again (without a refund/store credit) and purchase the bag. Lastly, I contact customer service again to cancel my order. They tell me that they cannot guarantee that because it is in fulfillment in the warehouse. Same thing they have been telling me for weeks. So basically, Neiman Marcus took my money, won't refund it, and won't deliver the product. Thievery. Trying to escalate this further.
Reviewed June 26, 2023
I ordered two leather jackets and only received one. When I contacted Neiman Marcus which I quickly realized is only outsourced in South America and South Africa (I am sure many other places to avoid paying US salaries) to complain about the missing package they would not send a new one or refund me. Basically claiming I was lying! In addition, the jackets were bought on a gift card and in the year of 2023 they don't process returns to gift cards electronically! I have never heard of such a low life company in my life. Stay far away. They will likely go bankrupt for shady business practices and stealing funds.
Reviewed June 1, 2023
Sade made my day!! Today is my birthday and I wanted to do some online shopping but has issues with the website. Sade was very professional and assisted with the issue until it was fully resolved. I would highly recommend Sade as is very very prompt and quick. Some online agents are not as quick and often misunderstand issue, but Sade is a great communicator and left my shopping experience enjoyable!! I will definitely keep shopping at Neiman Marcus as they offer excellent customer service and assist to clients until they are fully satisfied!!!
Reviewed April 22, 2023
I’m an ** woman. On 3/26/23 I purchased a Brand bag and belt. All together spent was $3000. However, I wasn’t planning on returning the items but two weeks after having the items in my possession an incident happened where I had to return. The merchandise were both so in original packaging and hadn’t been used. I decided to return the items on 4/20/23 and my 11 yr old daughter and I walked in the store we were greeted with bad attitudes and bad customer service. As we walked up to register and was told by one employee that she couldn’t help us because she was busy. Although she didn’t have a customer.
At the second register, the employee sent us to Chanel, because she exclaimed she was busy as well. After being sent to the third employee we were greeted with lip-smacking and bad attitude. The third employee said to me “Let me investigate these items”, the look on her face and her tone was very disrespectful. Remind you I had my 11 yr old daughter with me and she asked me why everyone has an attitude with me.
Fast forward, I was told the items wouldn’t be returned because the tags weren’t attached although the tags were there. That’s when we were sent to a manager and before she could get to us she already had a mean expression on her face. She also told me she couldn’t do the return although I had the receipt and the tags. That’s when I tried recording the conversation and had the security called over to tell me to put phone away.
I literally, went through 5 employee, that were rude and treated me like a criminal over a return. The security was so nice and he even shook his head after I explained that they refused to return the $3000 worth merchandise because of tags. My daughter was scared and she kept asking why were the employees being rude to me.
It ended with no return, no apology, no nothing. On the receipt, it says nothing about tags being attached but it does say returns are granted within 30 days in original packaging. And as long as tags were with item. I called a second store and was told as long as I had the tags in my possession, they can do a return and that the tags do not need to be attached because they understand that people change their mind. So basically, it’s not a store policy which was the excuse at first store.
Reviewed March 31, 2023
Nieman Marcus is a company that will die out soon. Just go ahead and support Nordstrom Instead. Placed an order for my wife anniversary and still have not got any update. Every time I contact the stupid customer care they keep saying the next day it will be delivered. Scam annoying company that can just die instead of wasting everybody time.
Reviewed March 6, 2023
I was at Neiman Marcus Palo Alto in need of a bra. Sales people didn’t know how to size for a bra sending me from one person to another. No desire to help at all. Shima on the second floor could care less what I need it.
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