We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Department Stores

Neiman Marcus Company

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

Find a Location

Neiman Marcus Company has 24 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 691 total complaints in the last 3 years.
    • 225 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/28/2022

      Type:Product Issues
      Status:
      Answered
      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.
      ***Document Attached***
      The package was finally received last night and while the tracking
      Number matched the fed ex tracking I had received text messages about from fed ex it was delivered by a private courtier who did not ask for a signature . Also the time on the label says : **** PM
      Contrary to what the reps at neimans told me it was not delivered in a box ( they said box without neiman Marcus on it ) . I have attached a photo of the shopping bag and label ) The front desk even asked the courier if he wanted a signature and he said no. Also the reps I talked to claimed it was marked delivered much earlier. I no longer need a refund but am appalled at the way this way this was handled. I have had a Charg card with them for decades and now the trust is gone .
      See Attachment/File: 434F11F1-74FB-4C65-9284-6CBF9BFCA649.jpegis that the texts from fed ex prior to the delivery said " Your shipment is on its way! Signature Required " .

      Business Response

      Date: 01/03/2023

      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 disappointment that *** have resulted with the delivery of your order.

      We take each of our customer's concerns seriously and regret not meeting your expectations on this occasion. Please be assured that we have shared
      the customer's comments with the appropriate departments; we know they will follow up with their team accordingly.

      To further express our apology, we have issued a credit of 30% ($36.00) off the merchandise on the order and the $20.00 shipping fee.

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

      It is our hope that we have an opportunity to serve the customer better in the future.

      Sincerely,
      Executive **************** Neiman Marcus Direct

    • Initial Complaint

      Date:12/27/2022

      Type:Product Issues
      Status:
      Answered
      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.
      The item I ordered was never delivered. Company will not make the issue right

      Business Response

      Date: 03/22/2023

      Business Response /* (1000, 5, 2023/01/02) */
      RE: Case # XXXXXXXX
      Customer: ******* ***********

      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 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.

      As of 12/28, we have refunded the customer back to the original form payment for the order that our customer did not receive.

      The time it takes for the credit to post to the account depends on the policies of the banking institution.

      Thank you for allowing us to address the customer's concern.

      Sincerely,
      Executive Support Specialist - Executive Offices
      Neiman Marcus Direct

    • Initial Complaint

      Date:12/27/2022

      Type:Billing Issues
      Status:
      Answered
      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 place a order through the online two my orders came with the Neiman Marcus and Bergdorf goodman none of the my order matched the price tag on the item with my original invoice pricing. That's unacceptable luxury high-end Department store NOT the honest about the ************ This is violation of the weight and measurement Neiman Marcus orders #WN *********** Over pricing by two of YSL purse $957.50 Bergdorf goodman order # WB00000091716 Over pricing by two of YSL purse $981 I am attaching the picture of items received with the original price tag on the items none of the items matching original price being paid I would like to get immediate difference in issue check As a result, issue an additional gift card to further express companies inconvenience caused this holiday time to customer

      Business Response

      Date: 01/11/2023

      RE: Case # ********

      Customer: ******* How

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

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

      Please allow us the opportunity to apologize to Mr. *** for any inconvenience he experienced.

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

      The customer asked us to honor prices that were lower than our current prices for the items he ordered. After careful review, a refund has been issued for the price difference. No additional compensation is being offered.

      We feel this to be a closed matter.

      Sincerely,

      Executive Support Specialist - Executive Offices
      Neiman Marcus Direct

    • Initial Complaint

      Date:12/23/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.
      (The consumer indicated he/she ACCEPTED the response from the business.)

      Business Response

      Date: 12/27/2022

      BBB Complaint
      Re: Case #********
      Customer: ***************************

      Dear **********************,
      Thank you for taking the time to communicate on behalf of our customer ****************************
      We are sorry for any disappointment that *** have been a result of ************************ recent shopping experience.
      ******************** has been contacted and his order has been replaced and will ship with complimentary overnight delivery.
      We thank you for allowing us the opportunity to address ************************ concern.
      We consider the matter to be closed.
      Sincerely,
      Executive **************** Neiman Marcus Direct

    • Initial Complaint

      Date:12/22/2022

      Type:Product Issues
      Status:
      Answered
      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 peppermint bark to be sent as a gift in order #WN21168095932. Fruitcake was sent instead. No one is answering customer service line after 2 hour wait. Also tried text line. Service is awful

      Business Response

      Date: 12/27/2022

      RE: Case # ********
      Customer: *************************

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

      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 *** 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 have ordered a replacement of the Peppermint Bark for the customer for next day delivery, once it ships. The order is currently processing.

      Thank you for allowing us to address the customer's concern.

      Sincerely,
      Executive Support Specialist - Executive Offices
      Neiman Marcus Direct

    • Initial Complaint

      Date:12/22/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      ******** ******* is misrepresenting the shipping times on its website and over the phone. I placed an order last week (a correction to an error they'd made in an initial shipment), which I was told (by a representative over the phone) would arrive by 12/19. I placed another order on 12/20 and selected two-day shipping. The delivery estimate for both items is 12/29, but there is no tracking information available for either order. Obviously, shipping delays occur, but whether or not they are the fault of the business, customersparticularly in light of upcoming holidaysshould be informed that two-day and overnight shipping options, both of which may cost extra money, are not accurate.

      Business Response

      Date: 03/23/2023

      Business Response /* (1000, 5, 2023/01/03) */
      RE: BBB Case # XXXXXXXX

      Customer: ******* ****



      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.


      Shipping is subject to change and will be determined at the time of the order. As per our website, second business day is 2-4 days after shipping.

      The shipping charges for the order have been waived.

      Thank you for bringing this to our attention. Again, we truly regret any disappointment that may have been caused.

      We feel this to be a closed matter.

      Regards,
      Executive Support Specialist - Executive Offices
      Neiman Marcus Direct

    • Initial Complaint

      Date:12/21/2022

      Type:Product Issues
      Status:
      Answered
      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 contacted Neiman Marcus three times as to why my claim was denied. I made the purchase on November 20th and it was delivered to wrong address on December 3rd. I spoke to the representative and each time they verified that my sandals in fact went to the wrong address and put notes for the claims department to review, however the claims department refuses to give me my money back! The order number is WN20995327630. I spent so much money with the company and know now to never have anything shipped to my address again because if I don't receive it even if they send to wrong address I will be out of hundreds of dollars!! This is unacceptable and never happen especially when there's proof that the purchase went to wrong address.

      Business Response

      Date: 01/03/2023

      RE: BBB Case ID # ********
      Customer: *****************************

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

      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.

      A credit for the Parcel Loss Claim has been issued on January 3, 2023, to the original form of payment on the order.

      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

    • Initial Complaint

      Date:12/21/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.
      (The consumer indicated he/she ACCEPTED the response from the business.)
      the gift card should be able to compensate my loss due to the cancellation.ncel my order?" They said, "I am sorry, but this is our decision." This is unbelievable. I can't believe this is how Neiman Marcus handles things. I asked to talk to their supervisor, and they just put me on hold for 40 minutes, and no one picked up. NO ONE CARE about the customers at Neiman Marcus.

      Business Response

      Date: 12/31/2022

      RE: Case # ********
      Customer: *************

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

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

      Please allow us this opportunity to apologize for any inconvenience experienced.

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

      The customer placed an order for Christmas gifts. We were unable to ship the order in time for Christmas, and finally, the order was canceled.

      A gift card is being sent to the customer. We have contacted the customer ************************ to apologize
      and to provide the gift card details.

      We feel this to be a closed matter.

      Sincerely,

      Executive Support Specialist - Executive Offices
      Neiman Marcus Direct

    • Initial Complaint

      Date:12/21/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      ***Document Attached***
      Neiman Marcus continues to lie and say my order has shipped. Today is December 28, I still do not have the perfume. I placed my order on December 9th. It's been three weeks. I was told last Friday that it was preparing to be shipped, it was in a bin waiting on ****** When you call customer service, they're only interested in ******* you off the phone.
      See Attachment/File: 22DA67BA-2237-4B62-B9D8-AB7071D17C57

      Business Response

      Date: 01/20/2023

      RE: Case # ********

      Customer: *********************

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

      Thank you for communicating further with us on behalf of our customer, *********************.

      We would like to apologize to ************ for the errors and inaccuracies which we discovered through additional research.

      We have communicated with the customer ************************ to provide a more detailed explanation and apology.

      ************ confirmed that she received the perfume she purchased.

      We feel this to be a closed matter.

      Sincerely,

      Executive Support Specialist - Executive Offices
      Neiman Marcus Direct

      Business Response

      Date: 01/14/2023

      RE: Case # ********

      Customer: *********************

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

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

      Please allow us this opportunity to apologize for any inconvenience experienced.

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

      The customer contacted our customer care center with concerns about the delayed shipping of her order. On December 29th she called and asked us to cancel the order. The order has been canceled per her request.

      We feel this to be a closed matter.

      Sincerely,

      Executive Support Specialist - Executive Offices
      Neiman Marcus Direct

      Customer Answer

      Date: 12/31/2022

      ***Document Attached***

      See Attachment/File: D0E88D7F-79A5-4023-99AC-71FEA57C5862.png

      Customer Answer

      Date: 01/16/2023

      (The consumer indicated he/she DID NOT accept the response from the business.)
      WN21122579182 was cancelled by the warehouse on 12/29, I received an email stating it was on backorder. When I called to check, it was determined that it was done in error. I have went in great detail explaining with matter. The order was never cancelled by me!! Someone should deep dive this matter, so they can provide accurate feedback when responding to BBB. This response lacks integrity. I received my order, thanks to the ** of Fulfillment. He apologized and got it shipped. I appreciate his time and commitment to customer satisfaction. I do not appreciate this response.

    • Initial Complaint

      Date:12/21/2022

      Type:Product Issues
      Status:
      Answered
      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.
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I believe package was delivered, however package might have been taken by something called porch pirates.i never authorized packages of such value to be left at front door.this happened during the Christmas season and it s a common occurrence for ***** and *** trucks to be followed and packages stolen.why am I responsible for this package.neiman Marcus should be held accountable as they authorized ***** to release such packages without a signature.

      Business Response

      Date: 01/06/2023

      RE: Case # ********

      Customer: *****************************



      Dear Better Business Bureau,



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



      The customer has contacted our care center to provide feedback regarding her concerns. We have researched, addressed, and shared our findings directly with the customer.



      We have researched the parcel lost claim request with ***** and our *********************


      We show that the delivery was made on (date) at (time), to the address on the order. In addition, we obtained the proof of delivery picture that was supplied by ******


      Due to the foregoing, we are unable to approve the claim.



      We consider this to be a closed matter.



      Regards,

      Executive Support Specialist- Executive Offices

      Neiman Marcus Direct

    Neiman Marcus Company is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.