Business Profile

Department Stores

Neiman Marcus Company

Headquarters

Complaints

This profile includes complaints for Neiman Marcus Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

921 total complaints in the last 3 years.
284 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/13/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Received gift from Neiman Marcus in May. Returned ***** to Neiman Marcus May 19, 2025. ***** tracking confirmed package received May 28, 2025 at Neiman Marcus distribution center. ***** tracking **********************. Telephone calls to Neiman Marcus **************** were handled by representatives who had no information and who misinformed me that a credit/return would be deposited to my bank account, when that is wholly inaccurate. Today I attempted to text Neiman Marcus personnel who had no information from 2 previous telephone calls. According to prior **************** calls, a Gift Card was issued and mailed **** without tracking and without information available to me. **************** would not provide me a Supervisor name or telephone number.
Customer Answer
Date: 06/14/2025
Today, SATURDAY June 14 2025, I received Neiman Marcus Gift Card.
Business Response
Date: 06/17/2025
BBB: COMPLAINT: #********
Customer: ***** REICHMAN

Dear Better Business Bureau,

Thank you for taking the time to communicate with us on behalf of our customer, ***** ********.

We would like to take this opportunity to offer our sincerest apologies for any disappointment that may have been caused regarding the Sneakers.

Our goal is to address our customers feedback, evaluate and research their concerns, and provide the best solution available.

Neiman Marcus is a luxury retailer that obtains authentic merchandise from the appropriate vendors.

The customer has been in possession of the merchandise in question for six years prior to making this claim. Since the order was placed in ************************************************************ addition, we are unable to confirm that the merchandise in question was purchased from Neiman Marcus.
Per our Return Policy, on our website:
"Returns will gladly be accepted within 30 days of receipt, with the exception of CHANEL handbags, accessories, apparel, and shoes which are eligible for returns within 14 days of purchase. Returned merchandise should be in the same condition as when you received it, unworn, undamaged, saleable, with original tags and packaging (if applicable)."

Thank you for contacting us and allowing us to address the customers concern.

Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 06/17/2025
I am rejecting this response because I am not ***** ******** with merchandise from 5 years ago. I have already received the gift card, as I previously noted to BBB.
Business Response
Date: 06/17/2025
BBB Case: #********
Customer: ** *** WAGNER

Dear Better Business Bureau,

Thank you for contacting us on behalf of the gift recipient customer, ** *** ******.

We would like to take this opportunity to offer our sincerest apologies for any frustration that may have been caused regarding the refund gift card for merchandise that was returned as a gift.

Our goal is to address our customers feedback, evaluate and research their concerns, and provide the best solution available.

Our records indicate that the gift recipients return was processed on May 29, 2025.
The refund gift card was mailed via **** on May 31, 2025.

The approximate time frame for the gift card to be delivered to the customer via **** is ***** business days from the mail date.

Thank you for allowing us this opportunity to address the customers concern
Sincerely,
Executive Support Specialist - Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 06/17/2025
I have reviewed the business response and accept this resolution.
Today, SATURDAY June 14 2025, I received Neiman Marcus Gift Card.
Initial Complaint
Date:06/12/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a pair of ********* ********* boots from Neiman Marcus order#WN00007741065 at a price of $2725.79. Upon opening the box, I was shocked to find a pair of ****** ******** boots inside the ********* ********* box - these are the wrong boots. I immediately returned the package via mail to Neimans but they denied my return??? I am an influencer with 750k followers. I recorded opening the box as I was hoping to share my purchase with my audience - I specialize in shopping and luxury goods so unboxing videos are something my followers love. I have a video and multiple photos showing my shock when the wrong item was pulled out of the box. I have refrained from posting this online out of respect for the company, but the customer service has been terrible. I have spent countless HOURS on the phone and live chat only to be assured that my refund is coming or the return is processing, but have received nothing. My return arrived to their warehouse on May 6th, over a month ago. Please make this right.
Business Response
Date: 06/18/2025
Re: ****** Starr
BBB Case ID ********
Dear Better Business Bureau,

Thank you for taking the time to communicate with us on behalf of our customer, ****** *****.

****** ***** has contacted our care center to provide feedback regarding her concerns regarding a rejected return.

The customer placed an order with us on April 10, 2025, and due to a shipping delay from the designer, it was not shipped until May 2, 2025.

We have confirmed with the vendor and the management team at the warehouse that the merchandise was accurate at the time of shipment to the customer.

Due to the price point of the item, it is housed in a special location to ensure authenticity and quality standards are met before being pulled out for shipping.

At the time of shipment, the weight of the package was 2.9 pounds (Trk#************), however the return weight of the package the customer shipped back is 7 pounds (Trk #********************).

Furthermore, after this parcel was received and inspected by the warehouse staff, it was discovered that a pair of ****** ******** boots were received that were visibly worn along with animal hairs on the inside of the calf section of the boots (Pictures Attached).

Should the customer like to return the item we shipped, we would be happy to accept it.

We consider this a closed matter.

Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 06/18/2025
I am rejecting this response because: I did not received the correct item. As previously stated I am happy to provide video evidence of me opening the package.
regarding the weight of the package, neiman Marcus provided me a prepaid label with weight printed. I had no control over the weight stated on the label.
Business Response
Date: 06/20/2025
Re: Mariah ************** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">BBB Case ID ********
Dear Better Business Bureau,

Thank you for taking the time to communicate with us on behalf of our customer, ****** *****.

****** ***** has contacted our care center to provide feedback regarding her concerns regarding a rejected return.

The customer placed an order with us on April 10, 2025, and due to a shipping delay from the designer, it was not shipped until May 2, 2025.

As previously mentioned, we have confirmed with the vendor and the management team at the warehouse that the merchandise was accurate at the time of shipment to the customer.

Due to the price point of the item, it is housed in a special location to ensure authenticity and quality standards are met before being pulled out for shipping.
We are certain that the shipment was correct.

At the time of shipment, the weight of the package was 2.9 pounds (Trk#************), however the return weight of the package the customer shipped back is 7 pounds (Trk #********************).
Furthermore, the parcel is weighed by Fed Ex at all carrier centers while in transit.

Should the customer like to return the item we shipped, we would be happy to accept it.
Our position has not changed since the previous rebuttal.
Please close this case.

Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 06/20/2025
I am rejecting this response because: They sent me the wrong item and are refusing to refund my money

the company keeps claiming the original package only weighed 2.9 pounds. This proves I received the wrong item. I already owned a tan pair of this exact style of boots, purchased from *********. As you can see in the photos the boots with no box or shipping packaging weighs 5.6 pounds. It is impossible that I received the correct item if the original package was 2.9 pounds.

please refund my money, this is ridiculous
Customer Answer
Date: 06/23/2025
I am not satisfied and am asking for a refund or replacement
Initial Complaint
Date:06/06/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 10, 2025 I purchased a dress through their website, order number WN00007943747, ************************** for $723.00. Upon receipt on May ******* I noticed a tear in the chiffon sleeve. On May 17, 2025 I initiated a return using the supplied **** label at our local ********* store. It was returned in the exact condition it was sent to me with all the tags in the original packaging after not being worn. On June 12, 2025 I received the dress back. I called a customer service representative and had a 25 minute call where I sent pictures of the tear and the condition of the dress, which is in perfect condition except for the sleeve. They claimed the dress was worn dirty and unsaleable. I followed up with an email to another customer service representative who also rejected my claim. This refusal violates Neiman Marcuss policy that allows returns of damaged items within 30 days. I returned it within one day of receipt. They provided me with no proof and never communicated with me about the supposed damage. Im seeking a full refund of $723.00 for the dress.
Business Response
Date: 06/10/2025
Dear Better Business Bureau,

Thank you for taking the time to communicate to us on behalf of our
customer, **** *******.

We are terribly sorry for any frustration that may have resulted from
Ms. ********* recent shopping experience.

At Neiman Marcus, we respect and value every customer. Because your
trust is important to us; we want you to be completely happy with
every purchase.

We have reviewed the customer's concern and we will accept the return
of the merchandise from order # WN00007943747. We are terribly sorry
for any disappointment that may have resulted.
We are requesting a return label to be sent to the customer to the email
address that was provided on the order.

Thank you for bringing this to our attention and allowing us to address
the customer's concern.

Sincerely,
Executive **************** Neiman Marcus Direct
Business Response
Date: 06/10/2025
Dear Better Business Bureau,

Thank you for taking the time to communicate to us on behalf of our
customer, **** *******.

We are terribly sorry for any frustration that may have resulted from
Ms. ********* recent shopping experience.

At Neiman Marcus, we respect and value every customer. Because your
trust is important to us; we want you to be completely happy with
every purchase.

We have reviewed the customer's concern and we will accept the return
of the merchandise from order # WN00007943747. We are terribly sorry
for any disappointment that may have resulted.
We are requesting a return label to be sent to the customer to the email
address that was provided on the order.

Thank you for bringing this to our attention and allowing us to address
the customer's concern.

Sincerely,
Executive **************** Neiman Marcus Direct
Business Response
Date: 06/10/2025
Dear Better Business Bureau,

Thank you for taking the time to communicate to us on behalf of our
customer, **** *******.

We are terribly sorry for any frustration that may have resulted from
Ms. ********* recent shopping experience.

At Neiman Marcus, we respect and value every customer. Because your
trust is important to us; we want you to be completely happy with
every purchase.

We have reviewed the customer's concern and we will accept the return
of the merchandise from order # WN00007943747. We are terribly sorry
for any disappointment that may have resulted.
We are requesting a return label to be sent to the customer to the email
address that was provided on the order.

Thank you for bringing this to our attention and allowing us to address
the customer's concern.

Sincerely,
Executive **************** Neiman Marcus Direct
Customer Answer
Date: 06/10/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:06/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased some pairs of Chanel shoes, I was attempting multiple times to place the order through their payment link system, which is always faulty. It didnt work so I went in the store and I shipped the items to a friend of mine. My card went through and a few days later the shipment was denied by the shipper. I was told Im not allowed to buy Chanel shoes from Neiman Marcus again. No explanation whatsoever. So I complained to the manager and the associate that helped me out. Mind you that, I had asked the associate whether it was okay that I was buying these three pairs of shoes that were the same. She said she got approval from her manager to do so. I then am told I am flagged with no explanation, no warning and no forgiveness. I complain again and again and Im given a call by security advisor at the store. She said it was the address that was flagged for trying to purchase so many shoes because of all the denied links. First off I believe it was flagged because of all the attempted payment links that didnt go through by myself and my friend. Second of all, we were given no warning whatsoever beforehand, not by phone and definitely not in person. We were given no second chance to fix this nor were we given a solution. Rather, I was humiliated, my time and my familys time was wasted. I had left my two toddlers with family so I can go out of my way to purchase these items. I had spent my time, money and energy. Not only that, they couldnt refund me and now I am having to deal with a credit card dispute. The corporate advisor was so rude and simply emailed me unfortunately you and your relatives are now unable to purchase Chanel shoes from Neiman. I spend so much time and money shopping at Neiman, I also work in the shopping field and direct so many customers to shop at **********************. I connect them with sales associates or send them links to shop via the website. I am beyond disappointed and humiliated to be honest. I was given zero respect or empathy.
Business Response
Date: 06/12/2025
BBB Case # ********
***** Bitmouni

Dear Better Business Bureau,
During our recent review of our records, there have been concerns regarding orders placed with Neiman Marcus Direct and/or Bergdorf Goodman Direct.

To better meet the expectations of our customers, manage inventory levels, and to protect many of the name brands of the Companys vendors and the Companys reputation, it is the Companys policy to limit quantities and sale prices of certain products sold to any individual or an associated group(s). It is also the Companys policy to refuse to sell products to individuals when their purchasing behavior indicates resell and/or redistribution or reshipping of the Companys merchandise within the **** or to overseas destinations.

As additional problems have occurred despite all precautions, we find it necessary to stop all transactions. Given our inability to serve you adequately, we believe it is in our mutual best interest to terminate our business relationship. Therefore, it will not be possible for us to accept any future orders or returns.
While we regret any disappointment that may result, we trust that you understand our position in this matter.

Sincerely,
Neiman Marcus Corporate Offices
Neiman Marcus Direct

Customer Answer
Date: 06/12/2025
I am rejecting this response because you claim that precautions have been taken. This is 100% incorrect as there has been no precaution, direction or warning given to me. Therefore, this is an invalid statement. Like I said before, other stores and boutiques always give adequate direction, your store not only did not - but I even specifically asked beforehand if purchasing this many pairs was okay, and I was given validation. Then, I was humiliated repeatedly and ignored by the associate, manager and corporate. I am still not even given any appropriate apology. Neiman Marcus should direct ALL its employees to be transparent and know rules and limitations. Instead of teaching them to sell no matter what, teach them to build good customer relationships as all other department stores and boutiques do. I not only never wish to purchase from any Neiman Marcus but I will make sure that all my friends in *************, ********** - will know to avoid Neiman and spend their money elsewhere.
Business Response
Date: 06/13/2025
BBB Case # ********
***** Bitmouni

Dear Better Business Bureau,

During our recent review of our records, there have been concerns regarding orders placed with Neiman Marcus Direct and/or Bergdorf Goodman Direct.

To better meet the expectations of our customers, manage inventory levels, and to protect many of the name brands of the Companys vendors and the Companys reputation, it is the Companys policy to limit quantities and sale prices of certain products sold to any individual or an associated group(s). It is also the Companys policy to refuse to sell products to individuals when their purchasing behavior indicates resell and/or redistribution or reshipping of the Companys merchandise within the **** or to overseas destinations.

After collaborating with our ************************************* we find it necessary to stop all transactions. Given our inability to serve you adequately, we believe it is in our mutual best interest to terminate our business relationship. Therefore, it will not be possible for us to accept any future orders or returns.

While we regret any disappointment that may result, we trust that you understand our position in this matter.
Our position has not wavered since the last rebuttal.
Please close this case.

Sincerely,
Neiman Marcus Corporate Offices
Initial Complaint
Date:06/05/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a qualifying purchase from Neiman Marcus and was promised a gift card as a promotional reward. However, the gift card was not delivered promptlyit took approximately 6 weeks before I finally received it via email.More importantly, the gift card email did not clearly state that the card would expire in just three months. Given the long delay in delivery and the lack of any reminder or clear expiration notice, it was very easy to miss the narrow redemption window. I believe this constitutes poor customer service and an unfair practice, as customers should be given a reasonable timeframe to use a promotional giftespecially one that was delayed by the retailer.This experience left me feeling misled and disappointed. I request that Neiman Marcus reissue the expired gift card or offer an alternative resolution, as I believe I was not given a fair opportunity to redeem the promotion under reasonable terms.Desired Outcome: Reissue of the expired gift card, or equivalent store credit for the promised amount Thank you for your attention to this matter.
Business Response
Date: 06/13/2025
Re: BBB Case # ********
Customer: QIAOYI NIE

Dear **********************,

Please allow us the opportunity to apologize for any disappointment in the customers shopping experience with us.

It is our goal to provide our customers with a seamless shopping experience, so hearing that one of our customers did not receive the type of service we strive to offer is very disappointing.

This concern has been resolved.  A replacement promotional gift card has been sent to the customers email address on 6/9/25.

The customer has been contacted ************************ via email to provide the information.
Thank you for allowing us to address the customers concern.

Regards,
Executive Support Specialist - Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 06/13/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:06/05/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Package arrived at the wrong door, they did not deliver it to my door. They delivered to a different door on my floor. Arrived without the perfume in the box.Arrived tampered with and only the Nuts in the box, no perfume.
Business Response
Date: 06/18/2025
Dear Better Business Bureau,

Thank you for taking the time to communicate to us on behalf of our customer, ******* ******.

Please allow us the opportunity to apologize for any frustration that may have been caused during the customers shopping experience with us.

Our goal is to address our customers feedback, evaluate and research their concern, and provide the best solution available.

Mr. ******** claim was reviewed and approved. The refund for the missing item was processed today and we ask that our customer allow 3-5 business days (excluding holidays) to see the refund back to the original form of payment.

The time it takes for the funds to become available depends on the policies of the financial institution.

Thank you for bringing this to our attention and allowing us to address our customer's concern.

Sincerely,
Executive Support Specialist - Executive Offices
Neiman Marcus
Customer Answer
Date: 06/18/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/30/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I found a salesperson named *** *** on the website. She claimed to be in charge of the jewelry sales for this company. I bought a bracelet from her on April 22, 2025. The order date was set for that date. I received the bracelet on June 2, 2025. I applied for a return on May 22, 2025. Therefore, I was within the qualified return period and could return the bracelet. However, when I contacted her, she tried to prevent me from returning it by any means. She wanted to achieve sales targets and get commissions. So, I called the customer service of the **********************. They informed me that I could return the bracelet and gave me a shipping label. After they received the item, the salesperson panicked and claimed that the store manager wouldn't allow me to return it. I encountered a bad salesperson. She insisted on not refunding me any money because of her commission and sales targets.
Business Response
Date: 06/05/2025
Dear Better Business Bureau,

Thank you for taking the time to communicate to us the concern raised by our customer.

Our goal is to address our customers' feedback, to evaluate and research their concerns,
and to provide the best solution available or an explanation of what occurred.
Please accept our sincerest apologies for any disappointment that may have resulted with
the customer's experience with her return.
The customer has been contacted by the store and the 30-day return/exchange policy has
been explained. An exception was made to accept the return. The return was completed.
We take each of our customers' concerns seriously and regret not meeting Ms. ***** expectations
on this occasion. Please be assured that we have shared his comments with the appropriate
departments; as we are continuously reviewing our customers' shopping experiences and our
processes to better service our customers.
Thank you for bringing this to our attention. We hope to have an opportunity to serve the
customer better in the future.

Sincerely,
Executive **************** Neiman Marcus Direct
Initial Complaint
Date:05/30/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally express my concern and request an immediate resolution regarding Order #WN00007894360, placed on May 3, 2025, for the *** ****** Tote handbag (Item #V6DS9) at Neiman Marcus. The price I paid for the item is $663, the cost was $702.78 with tax. The original cost of the handbag was $780, but I received a 15% discount. This reduced the total I paid for the handbag. Unfortunately, the item I received does not match the product I selected on the company's website. Upon receiving the incorrect item on May 8, I promptly initiated a return for a full refund on May 9, clearly stating that the handbag I received was not the item I ordered. The company has a 30-day return policy from the date the item was received. My return was within this window. I have included the product link for reference [**********************************************************************************************************************************************].I contacted the customer service team at **********************. I was advised that the return was rejected by the warehouse because the handbag was "not in the stores inventory" and that no refund would be issued. I was further informed that the handbag would be returned to me. To date, I have not received the handbag. I was also informed that no other remedy was available to me. When I inquired how I could have received a handbag directly from Neiman Marcus that was not in the company's inventory, I was informed that no other information was available. Please be advised that the item I returned is exactly what I received from Neiman Marcus via ***** (Tracking Number: 288263160848).Refusing to honor the return and denying a refund for an item that was incorrectly shipped undermines consumer trust and, more critically, may violate consumer protection laws. The assertion that the item was not sold by your store is both inaccurate and unacceptable, considering it was shipped directly from Neiman Marcus.
Customer Answer
Date: 05/30/2025
Please see the email that I sent to Neiman Marcus on 5-30-25 regarding my complaint. Thank you.
Business Response
Date: 06/09/2025
Dear Better Business Bureau,

Thank you for taking the time to communicate to us on behalf of our customer, ******* ******.

Please allow us the opportunity to apologize for any frustration that may have been caused during the customers shopping experience with us.

Our goal is to address our customers feedback, evaluate and research their concern, and provide the best solution available.

In this specifc instance, the item that we received for return is not found in our inventory. Therefore, the item we received was returned back to Ms. ****** and delivered on 6/7/25 via ***** return tracking #**********************. Unfortunately, we are not able to process a refund for an item that is not our merchandise.

Thank you for bringing this to our attention and allowing us to address our customer's concern.

Sincerely,
Executive Support Specialist - Executive Offices
Neiman Marcus
Customer Answer
Date: 06/14/2025
I am rejecting this response because: The response provided by Neiman Marcus is factually incorrect. After receiving the companys replywhich failed to detail any meaningful investigation into the ******* personally contacted the Neiman Marcus store located in ******, **. I spoke with *****, the ******************* Manager, and explained the issue I experienced with the handbag I received.
***** promptly investigated the matter, reviewed the stores inventory, and confirmed that the handbag I received and returned is indeed in stock under the ****** Medium Tote item listingthe item I originally ordered. This confirms that the item I returned was mislabeled and incorrectly associated with my purchase.
Additionally, I spoke with ******* *****, the Store Manager, who apologized for the error and acknowledged the mistake. I want to reiterate that the ******, ** location confirmed that the handbag I received was in fact part of their inventory, directly contradicting the companys statement that the item could not be found. I am deeply concerned that:
- I was sent the incorrect item.
- The company refused to process the return, falsely stating the item was never shipped.
- False information was provided regarding an alleged investigation.
- Inaccurate statements were made to the Better Business Bureau, claiming the item was not found in its inventory.
These actions are unacceptable and reflect unethical, biased, and potentially unlawful treatment of me as a customer. As of June 14, 2025, I have not received a refund. I returned the handbagat my own expenseto the ******, ** store using ***** Standard Overnight (Tracking Number: 882004862199). I am formally requesting:
- A full refund for the original purchase.
- Reimbursement of $49 for the return shipping cost.
- A written apology from the company acknowledging the mishandling of this issue.
I will not withdraw this complaint until all items above are fully addressed. The companys response to date has been inadequate, untimely, and demonstrates a disregard for fair and legal business practices.
Lastly, I want to extend my sincere thanks to ***** and ******* ***** at the ******, ** location. My concerns are strictly with the ************* and Executive Teams who have failed to appropriately research and resolve this matter.
Business Response
Date: 06/18/2025
Dear Better Business Bureau,

Thank you for taking the time to communicate to us on behalf of our customer, ******* ******.

It is our goal to provide our customers with a seamless shopping experience, so hearing that one of our customers did not receive the type of service we strive to offer is genuinely disappointing.

As stated, Ms. ****** did partner with our instore Leadership who was able to resolve our customer's concern.

The issue was due to incorrectly labeled merchandise that we received from our vendor partner.

On yesterday, 6/17/25 her refund was processed for the handbag and a seperate refund was approved for the $49 return shipping cost.

Please allow us the opportunity to again apologize for any frustration that may have been caused during the customers shopping experience with us.

Thank you for bringing this to our attention and allowing us to address our customer's concern.

Sincerely,
Executive Support Specialist - Executive Offices
Neiman Marcus
Customer Answer
Date: 06/18/2025
I am rejecting this response because: I require proof of the $49 refund for my shipping fees. I did not receive an email from Neiman Marcus confirming the $49 fee was refunded. I need a receipt for the $49 refund for my records.
Customer Answer
Date: 06/20/2025
Hello,
I am writing to formally request a correction regarding the $49 shipping fee I paid to return a handbag, which was necessary due to a significant error and mishandling of my original refund.
I purchased the handbag using Klarna; however, I did not use Klarna to pay the $49 return shipping feeI paid that amount directly using my personal credit card. Despite this, Neiman Marcus refunded the $49 to Klarna, rather than to me, the customer. ****** has informed me that they cannot issue a refund for the shipping fee because that transaction did not originate through their platform.
Given these circumstances, I respectfully request that Neiman Marcus cancel the $49 payment that was erroneously sent to Klarna and instead issue a refund directly to me. Please send a check for $49 to the following address:
*****************************************************
******************
I appreciate Neiman Marcus' prompt attention to this matter and look forward to a timely resolution.
Thank you,
******* D. ******
Initial Complaint
Date:05/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a number of items for a trip I was taking. What I didn't keep I returned, all in the same box, as the online return system gave me a single return label.I shipped the jewelry and the clothing together in the same box. I was refunded for the clothing, but not the jewelry.I have called in 4 times, at 40 minutes each time and nobody can seem to explain to me where the jewelry went to???First, I was told that there were separate warehouses for clothing and for jewelry and there is no point of sale or computer system that scans the items in (wow, if that's the case, there is plenty of room for theft).Next, I was told that I should have had separate labels (I'd be more than happy to ship items wherever you want me to, as I'd prefer to NOT have to pay over $500 for items that are no longer in my possession!Finally, after 2 months, and a few billing cycles of me paying on this merchandise that I do not have, the "manager" told me that there's nothing she can do...They can "gladly pull up the camera recording" (YES PLEASE!!!) because they keep track of all of ********? In over ************************************************ store when I travel to both the east and west coast, why am I being treated so poorly?If this is the case, NM and Saks no longer have my business. The amount of time and effort, and money (this is theft and extortion) is unreal.
Business Response
Date: 06/01/2025
BBB Complaint
Re: Case # ********
Customer: ******* Husband

Dear Better Business Bureau,

Thank you for taking the time to communicate to us on behalf of our customer ******* Husband.

We are sorry for any frustration that may have been a result of Ms. ******** recent return experience.

Our goal is to address any concerns or complaints that are brought to our attention.

Records show that on 05.27.25 an additional credit of $685.00 was issued to Ms. ******** Neiman Marcus account.

Thank you for allowing us the opportunity to address our customers concerns.

Sincerely,
Executive ************** Neiman Marcus
Initial Complaint
Date:05/25/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an Amiri shirt on the Bergdorf Goodman (BG) website on 2/13/25 for $236.26 (before tax), original price $1,090. At the time, I believe this was the one shirt left before selling out. I received what appeared to be an Amiri shirt, but it was not the shirt as described or shown on the website. I called BG explaining I did not receive the item described and requested a refund. ** sent a return label and I returned the item in or around March 2025. Almost 2 months later, on 5/20/25, without any explanation, BG returned the shirt back to me. I called BG on 5/26/25 asking why it was returned . I was informed that the shirt could not be "authenticated." I explained that this is the shirt I received directly from BG with both BG's own retailer tag and a sticker indicating a marked down sale price. The shirt also included a designer tag stating "amiri paradise crochet polo." ** failed to take responsibility, claiming it is impossible that they made a mistake in overlooking the item's authenticity and impossible a prior customer returned a fake/wrong item in store. I asked for video/photo surveillance that BG sent the correct item to me either from the warehouse or department store and they said they don't have such proof. I asked them to look up the purchase history of this shirt to see if someone prior had purchased it and returned the wrong item in store. They refused saying this item did not ship from a store, but instead came from the warehouse. However, the order confirmation email I received from BG says "Item will ship from a store." I looked up BG online and consumers have made similar complaints about receiving fake items from BG. Here are websites of other customers complaints about BG selling fake items:******************************************************************************************************************************************************************************************************************************* *********************************************************
Business Response
Date: 05/30/2025
Re: ***** Kassabian
BBB Case ID ********
Dear Better Business Bureau,

Thank you for taking the time to communicate with us on behalf of our customer, ***** Kassabian

***** ********* has contacted our care center to provide feedback regarding his concerns.

The customer placed an order with us February 13, 2025, and the order was delivered February
18, 2025.

The customer contacted us March 13, 2025, and requested a return label, which was emailed to him.

We have researched the return with our management staff at Bergdorf Goodman and have determined that we are unable to accept the item as a return due to authenticity-related concerns.

After careful review, the item was rejected and sent back to the customer and deemed Not Our Merchandise.

The item that was returned does not in any way favor what is advertised online (picture attached).

Unfortunately, the time frame to accept any returns from an order placed in February has been closed.

We consider this a closed matter.

Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 06/07/2025
I am rejecting this response because:
The business response does not address or provide any proof to rule out the fact that the problem started with the business shipping me an item with authenticity-related concerns in the first place. I simply returned to the merchant exactly the item they delivered to me because it was not advertised as pictured. The shipper has not met its burden to show that they shipped me the correct item. A quick internet search will reveal other customers who have complained about this same issue with bergdorf sending the wrong of fake item and eventually taking responsibility.
The merchant has not provided any proof that they did in fact mail me the item as pictured, that is because they didnt. I called the online agent who also verified and admitted they have no proof (video or photo or otherwise) that they mailed me the correct item as pictured.
The item also has an in store department store markdown tag, which suggests this item was sold in the New York physical department store at one point. Merchant has failed to provide evidence that this item was not returned by a prior customer of merchant in store and the store associate failed to properly inspect the item before accepting the return. I requested that the store provide me with a sales history of this item, but they failed to do so. I also called and spoke to a manager of the physical Bergdorf store in ******** who said she would investigate and call me back, and never did.
Also, note that I have not visited ******** for several years (probably the last time I visited to the best of my recollection was 10+ years ago). So how would I be in possession of the bergdorf in store markdown tag for this particular item?

Finally, the argument that the time frame to accept any returns from an order placed in February has been closed is unacceptable as merchant did not reject and ship back the unauthenticated item to me without any explanation until in or around May 20, 2025, which is after the so-called February deadline.
Business Response
Date: 06/09/2025
Re: ***** Kassabian
BBB Case ID ********
Dear Better Business Bureau,

Thank you for taking the time to communicate with us on behalf of our customer, ***** Kassabian

***** ********* has contacted our care center to provide feedback regarding his concerns.

The customer placed an order with us February 13, 2025, and the order was delivered February
18, 2025.

The customer contacted us March 13, 2025, and requested a return label, which was emailed to him.

We have researched the return with our management staff at Bergdorf Goodman and have determined that we are unable to accept the item as a return due to authenticity-related concerns.
All merchandise shipped from Bergdorf Goodman or Neiman Marcus is authentic as it is shipped to us directly from the vendors and housed in specific locations.
Additionally, all merchandise that is received from vendors or shipped to customers is inspected for accuracy and quality.

After careful review, the item was rejected and sent back to the customer and deemed Not Our Merchandise.

The item that was returned does not in any way favor what is advertised online as previously mentioned.
The return was delivered back to the customer on 5/20/25 and we have provided a Fed Ex Proof of Delivery photo for the customers reference(see attachment).
We have a posted 30-days Return Policy that can be located here:***********************************************************;

Our position on this matter has not wavered since our last rebuttal.
Please close this case.

Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 06/09/2025
I am rejecting this response because:
The business has not provided any new information that they did not already share.
I have asked a basic question - provide the history of sale/chain of title for this item. Was it purchased before? By who? Was it purchased by the prior customer in store or online? None of this information has been provided to me. Instead, the business continues to reiterate its boilerplate response without any evidence, claiming that it is simply impossible that the merchant could have shipped an "unauntheticated" item. How can we rule out the possibility that a prior customer returned the wrong item in store and the clerk working for the merchant failed to properly review the item for accuracy? How can we rule out the possibility that the merchant's own sales *** may have swapped out the item? This has clearly happened before with this merchant as I ran a ****** search and found other consumers complaining about the same experience they had with this very same merchant.
The merchant also claims that, "Additionally, all merchandise that is received from vendors or shipped to customers is inspected for accuracy and quality." Yet, the merchant has failed to provide any details or evidence to explain what was done with this particular item to inspect it for accuracy and quality. Again, all the merchant is doing is reiterated its policy that it claims to adhere to.
A business as big as this merchant should have video surveillance of the employee packaging the item in the box which would confirm that the wrong item was shipped to me. The merchant has yet to even provide basic information such as who the agent/clerk is responsible for packaging this item. Video surveillance of the item being packaged and shipped should resolve this claim.
All I have heard so far is the merchant reiterating its blanket policy without any evidence to substantiate how it implemented its policy for this particular order.
Customer Answer
Date: 06/09/2025
One additional note to my earlier message:
Merchant claims, "All merchandise shipped from Bergdorf Goodman or Neiman Marcus is authentic as it is shipped to us directly from the vendors and housed in specific locations."
However, the merchant's own email to me, which I attached in my original submission as "BG4" contradicts the merchant's current position and admits that the "Item will ship from a store." This goes back to my earlier point - where is the proof and chain of history of who bought this item and returned it before me? Where is the details about which agent/employee of the merchant was responsible for pulling this item off the store floor, packaging and shipping it to me? None of this basic information has been provided to me.

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