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

923 total complaints in the last 3 years.
282 complaints closed in the last 12 months.

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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:06/30/2025
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.
On June 27, 2025, I placed an order with Neiman Marcus during the ****** gift card promotion. I spent over $2,000, which should have qualified me for a $500 gift card. However, my order was unexpectedly canceled on June 30.When I contacted customer service, I was told the cancellation was due to my credit card. I then spoke with my credit card company, who confirmed that there were no issues or cancellations on their end. I attempted to follow up with Neiman Marcus again to resolve the issue and ask if the promotion could still be honored, but they hung up unexpectedly twice during the ******* this point, I feel I have not received a fair explanation or assistance, and Im disappointed by the lack of support. I would appreciate it if Neiman Marcus could either reinstate the promotion or offer an alternative resolution.
Business Response
Date: 07/03/2025
BBB Complaint
Re: Case # ********
Customer: ****** Park

Dear Better Business Bureau,

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

We are sorry for any disappointment that may have been a result of Mr. ***** order being cancelled with no notification.

With a first-time online purchase, extra measures are taken in an attempt to protect from any unauthorized charges.

For the security of our customers information, our order management system performs an automatic review of all orders.

We do require a valid shipping address, in addition to billing verification for all credit cards with their issuing bank. The billing information must match exactly the information on file with the customers bank.

In this instance, our security team was unable to verify the information provided on the order and performed a manual review.

We are not given specific information regarding the review process.

Our suggestion is to have Mr. **** contact his financial institution to confirm his billing information with the information he provided us.
This information could include email addresses, phone numbers, and other information.

Once Mr. **** places an order that can be verified by our security review, we will be happy to apply the promotional gift card to the order should it still qualify.

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

Sincerely,
Executive ************** Neiman Marcus
Customer Answer
Date: 07/03/2025
I am rejecting this response because: My transaction went through on my financial institution, it was pending in my credit card and all the information was correct.
Business Response
Date: 07/06/2025
BBB Complaint
Re: Case # ********
Customer: ****** Park

Dear Better Business Bureau,

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

Our position remains unchanged from the previous rebuttal.

This is our final response, and we consider this a closed matter.

Sincerely,
Executive ************** Neiman Marcus
Customer Answer
Date: 07/06/2025
I am rejecting this response because: I still didn't get a clear answer on why my purchase was cancelled. All of the information I used in the purchase was accurate.
Customer Answer
Date: 07/06/2025
I realized I missed the last sentence on their previous response. I want to accept their response. I rejected their response but want to change my response.
Initial Complaint
Date:06/26/2025
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.
Purchased items on 6/12/2024 during promotional period. Client advisor ***** ***** ***************************************** ************) stated that my purchase qualifies for promotion that will give $625 Neiman Marcus gift card. The promotion states that gift card would be emailed to me within 8 weeks. The promotion is listed on my receipt as well. I never received the gift card. Check my spam/junk email box as well. I would like to be given the gift card or store credit. Thank you.
Business Response
Date: 07/07/2025
Re: Case #********
Customer: ***** ****

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.

The customer has been contacted ************************ to resolve the concern and has received the gift card for the promotion.
Thank you for bringing this to our attention.

Sincerely,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 07/07/2025
Company representative reached out to me within 24 hours of case submission and offered an appropriate resolution. Great customer service, thank you! I have reviewed the business response and accept this resolution.
Initial Complaint
Date:06/24/2025
Type:Sales and Advertising 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 have two trasactions totally roughly $1400, I am owed $225 in gift cards from Neiman Marcus Promotion online for the purchases. plus another transaction done recently for $4,000 in which I am owed roughly $700 in gift cards. I never recieved the gift cards. The first amount owed of $225 it has been 5 months. I called and they said they email it to me in which I do not have any emails. They said they can not mail me the gift card. Neiman *** said I can drive to the store and they can call and get the codes. I drove over 1 hour to the neiman store and the store *** called and i waited 20 mins and the neiman *** in store said the people on the phone said there are no gift cards at all.. A bunch of scamming and lying if you ask me. Neiman Marcus does not intend to give me or others the gift cards as part of the promotions they run. Very dishonest company. I need all of my gift cards and make good on your word/promise/contractual agreement.
Customer Answer
Date: 06/25/2025
They called me and emailed me the gift cards. The issue is resolved.
Initial Complaint
Date:06/20/2025
Type:Customer Service 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.
Neiman Marcus refused return of an expensive hair dryer that damaged my hair to the point that I had to cut my hair off. They denied based on open box. This is unacceptable business practices. They have a return policy date and I was well within that period returning immediately after seeing how it destroyed my hair. **************** and their superiors were not pleasant or helpful.I returned the order and they sent back saying the package was opened so the box did not look the same. The contents and box were completly in tact and in excellent condition. I feel it is an effort to retain revenue and not do what is best for the customer. I am very dissapointed and am unable to retrieve my money on a terrible product I cannot unfortunately use.
Business Response
Date: 06/26/2025
Re: ****** Roberts
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 May 19, 2025, and it was shipped May 20, 2025.

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

Our posted return policy states that Returned merchandise should be in the same condition as when you received it, unworn, undamaged, saleable, with original tags and packaging (if applicable).

Upon receipt of receiving the merchandise, it was noted that the vendor packaging was damaged by the customer and that it is now deemed unsaleable.

Unfortunately, we are unable to accept the item.

We consider this a closed matter.

Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Initial Complaint
Date:06/19/2025
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.
Return Denied for Three Items Despite Being Within Return Policy I am filing a complaint regarding three separate items purchased from Neiman Marcus that were denied for return, even though all were within the 30-day return period and were not marked as final sale. Order STA000000001145316:Virtue Recovery Damage Reverse Serum This product left my hair extremely greasy and weighed down, making it unwearable.Order STA000000001150385:****** Greyl Treatment This did not work as advertised. It made my hair stiff, hard to manage, and overall worsened its condition.Oribe Heat Styling Spray Despite claims of weightless styling, this product left my hair flat, greasy-looking, and unattractive and strong smell gave me a *********** make matters worse, I never received a courtesy email or call letting me know that the returns were denied or that the items were being sent back. I only found out when the package showed up at my door. That lack of communication was disappointing and felt unprofessional, especially coming from a high-end retailer I also posted an honest review about this experience, which was later taken down without noticeadding to my frustration.I am requesting a full refund for these three products, in line with Neiman Marcuss published return policy.ROZ Hair Serum Caused the same issue and was accepted, yet customer service couldnt explain why this one was approved while others were not I was told it was being escalated however no one reached out to me for an explanation.
Business Response
Date: 06/26/2025
BBB: COMPLAINT: #23490540
Customer: JUANA RODRIGUEZ

Dear Better Business Bureau,

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

We would like to take this opportunity to offer our sincerest apologies for any disappointment that may have been caused regarding credit for the returned items on the customer’s orders.

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

In this instance, credit has been issued (June 19 and June 24, respectively) to the original form of payment on each order, for the items referenced.

The posting of the credits may take up to 5 business days from the issuance date.

We have contacted the customer directly to advise that credit has been issued and to offer our apologies.

Thank you for contacting us and allowing us to address the customer’s concerns.

Sincerely,
Executive Support Specialist – Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 06/26/2025
I have reviewed the business’ response and accept this
resolution.
Initial Complaint
Date:06/17/2025
Type:Sales and Advertising 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.
In addition to these text messages and emails, Ive had upwards of 10 conversations with the customer service team on the phone. Its been 4 months since this started with no resolution in sight. Currently outstanding: $323.08 - they said they mailed the check 4x through ***** but I have not received anything. I continue to receive mail on a near daily basis through **** without issue from any other sender.
Business Response
Date: 06/23/2025
Dear Better Business Bureau,

Thank you for taking the time to communicate to us on behalf of our customer, Analia Flecha-Hirsch.

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

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

We spoke with Analia Flecha-Hirsch to once again confirm the correct shipping address. Upon confirmation, we expedited the refund to our customer.

Analia Flecha-Hirsch should receive her refund today 6/23/25 via FEDEX.

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: 06/27/2025
I have reviewed the business’ response and accept this
resolution. I have received the refund via Fedex and successfully deposited the $323 into my bank account.
Initial Complaint
Date:06/16/2025
Type:Customer Service 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 submitting this complaint regarding a very upsetting and inappropriate incident that occurred at the Neiman Marcus *************** location on June 15, 2025, around 5:30 PM.I was shopping with my 5-year-old daughter, who gently touched the fabric of a dress on a mannequin. I was right behind her, watching the entire time. Suddenly, an older female employee with gray hair and glasses (on the third floor) approached my daughter and screamed at her with an eyes wide open , saying: No, no, you never touch that!My daughter was terrified and burst into tears. The employees tone and facial expression were extremely aggressive it was an intimidating experience for a small child. When I stepped forward and told her that I was the childs mother and had been watching her the entire time, the employee began making false and shifting excuses (claiming my daughter pulled the dress, then worried it might fall, etc.).At no point did the employee show any remorse or offer an apology. Instead, she continued arguing and dismissed my concern as a parent. The entire encounter was extremely disrespectful, unprofessional, and frankly traumatizing for a young child.I have been a loyal customer of ********************** for years and have had great relationships with many staff at this location, especially in the childrens section. That made this experience even more disappointing. It completely destroyed the sense of trust and comfort I previously had in shopping there. Desired Resolution:I want this complaint to be escalated directly to the Tysons Galleria store manager.I expect a formal apology from that employee and confirmation that the employee will receive disciplinary action or proper training.This situation caused emotional distress to my child, and I cant just let it go
Business Response
Date: 06/23/2025
BBB Complaint
Re: Case # 23477839
Customer: Aisha Alturki

Dear Better Business Bureau,

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

We are sorry for any disappointment that may have been a result of Ms. Alturki’s recent shopping experience in our Tysons Galleria store.

Ms. Alturki has been contacted by the Sales Experience Director of the store to address her concern and has also been issued an apology.

Thank you for allowing us to address our customers’ concerns.

Sincerely,
Executive Support Office – Neiman Marcus
Customer Answer
Date: 06/23/2025
I am rejecting this response because:

I appreciate that someone from Neiman Marcus reached out to me. However, I want to make it very clear that a single phone call does not resolve this issue, nor does it reflect real accountability.

The call I received from a store manager (Patrick) felt like a routine follow-up, not a sincere effort to address what happened. At no point in the call did he mention that any action had been taken — or would be taken — regarding the employee who screamed at my 5-year-old daughter.

I made one simple request: That the employee who crossed a clear line by yelling at my child offer a direct apology to her.
And that request was explicitly denied. Patrick told me clearly:
“No, she will not apologize.”

He also said they were “still investigating,” which made it clear that no consequences were in place and that the incident wasn’t being treated with the seriousness it deserves.

This wasn’t a simple customer service issue — this was a disturbing, emotionally harmful experience for a young child. That demands a sincere and direct response.

A few days ago, we walked past the same store in the mall. My daughter looked at it and said:
“Do you remember when the old lady screamed at me? I was really scared.”
That comment alone shows how much this impacted her emotionally.

As a parent, I believe my daughter deserves to be treated with dignity and compassion — and at the very least, to receive a direct apology from the person who frightened her. The fact that this basic human decency was denied makes it clear that the company has chosen to protect the employee over doing what is right.

I do not consider this issue resolved, and I remain extremely disappointed by the lack of transparency, accountability, and empathy from Neiman Marcus

Business Response
Date: 06/24/2025
BBB Complaint
Re: Case # 23477839
Customer: Aisha Alturki

Dear Better Business Bureau,

Thank you again for communicating with us on behalf of our customer Aisha Alturki.

Per the feedback received from our Tysons Galleria Sales Experience Director Patrick Lynch, he spoke with Ms. Alturki and at that time an apology was issued for her instore experience.

We have reviewed the interaction with our associate and the appropriate actions were taken.

These actions were taken with the highest level of concern.

Again, we apologize for any disappointment that may have been a result of Ms. Alturki’s shopping experience.

Thank you for bringing our customers’ concerns to our attention. We appreciate the feedback.

Sincerely,
Executive Support Office – Neiman Marcus
Customer Answer
Date: 06/24/2025
I am rejecting this response because:
I understand that Neiman Marcus has chosen to close the matter from their side, but I want to make it absolutely clear that I do not consider this issue resolved.

Yes, I was contacted by Mr. Patrick Lynch, and he offered a general apology. But let’s be honest — that’s not enough considering what happened. My only and very simple request was that the employee who screamed at my 5-year-old daughter apologize directly to her. That request was clearly and explicitly denied during the call.

Mr. Lynch told me, “she will not apologize.” That moment alone made it clear to me that this issue was never going to be handled with real accountability and it explained her actions knowing that she will get away with it and she won’t be asked to at least apologize!!

Neiman Marcus now claims that “appropriate actions were taken.” However, at no point was I told what those actions were. I don’t even know if anyone spoke to the employee. In fact, during the call, I was told “we are still investigating,” which to me just confirmed how casually this was being handled.

This was not a case of poor customer service or a missing item — this was a store employee shouting at a small child, who left the store scared and crying. That’s a serious emotional experience for a child. And a company with true customer care and responsibility would take such behavior seriously, not bury it under vague corporate language.

The call I received felt generic and dismissive nothing more! not like a real effort to repair the situation. It’s clear that Neiman Marcus is more concerned with “closing the file” than truly addressing what happened.

I know they are trying to wrap this up and move on. But I refuse to pretend that I’m okay with it — because I’m not. I remain deeply disappointed, and I strongly believe that my daughter deserved respect and a direct apology from the person who frightened her. That never happened!
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:
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.
Date of Purchase: May 13th (perfume and free gift)Total Cost of Purchase: $326.63 Date of Return: May 16th Date of Return Recieved by Company ****** proof of delivery, May 21)May 21: notified comapny will not be honoring return and I will be mailed the item back with no refund, per policy (was told the product was used and unsellable, none of which is true but their decision was final)June 12: Haven been calling customer service since May 21 and send emails email, no response to emails, online ******** service *** unable to provide tracking information regarding product whereabouts, when I will recieve product, given the runaround, told it takes 48 hours for an update, someone will call. I have no udpate, no phone call, no product, no free gift. Solution: provide tracking update for product as well as DELIVERY of product (perfume and free gift) or simply issue a refund if you have no intention of sending the product back. Documents provided show confirmation of order, confirmation of return, confirmation of recieved return by seller.
Customer Answer
Date: 06/13/2025
I have spoken to the merchant and they will be refuding the amount, it should take up to 5 business days. thank you!
Business Response
Date: 06/24/2025
Re: BBB Case #23460093
Customer:
Meghan Breeney

Dear
Better Business Bureau,

Please
allow us the opportunity to apologize for any disappointment in the customer’s
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.

Upon review a credit for the return has been issued on June
13, 2025.

The
posting of the credit depends on the policies of the customer’s bank for such
transactions.
Thank
you for allowing us to address the customer’s concern.

Regards,
Executive Support Specialist - Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 06/24/2025
I have reviewed the business’ response and accept this
resolution.
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

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