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

928 total complaints in the last 3 years.
290 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:12/05/2022
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 $200 jacket from Neiman Marcus on sale for $150. I wanted the jacket by 12/3 for my birthday. I ordered it on 11/29 and paid the extra $15 for two day shipping to assure me it would be there for my birthday. Two days after ordering it I still had not received an email letting me know my item had been processed and was on the way. So I called customer service to attempt a refund for the two day shipping since at that point the item should have already been delivered. She processed the refund so I wasn't too disappointed even though the estimated delivery date had changed from 11/1 to 11/5 (after the date I wanted it for). Today (11/5) I received the "jacket I ordered" except it wasn't what I ordered at all. Not the same color and after taking a closer look it wasn't even the same brand. After seeing it was an H&M jacket I did my research and found that Neiman Marcus does not even carry H&M products in store nor online. This means someone in the warehouse who prepared my order, most likely took the H&M jacket off their back, took the Ksubi tag off the jacket I ordered and retied it to the collar of the H&M jacket I received. Meaning an employee basically stole my product that I paid for. After speaking on the phone with a SUPERVISOR (************) I was told I wouldn't be guaranteed a refund even if I sent the item back because the warehouse "had to confirm the item I sent back came from their warehouse". She was well aware of the fact that whoever reviewed my case would take one look at the jacket, see it's a brand they don't even carry and tell me they'd be unable to process my refund because "the jacket didn't come from them". So now I'm out of $150, I have a maybe $40 jacket from a brand that Neiman Marcus doesn't even carry and there's supposedly nothing that can be done. Absolutely garbage service all around. I'll dispute this charge with PayPal and if they refund me I'm keeping this jacket and never shopping at Neiman again. Incompetent pieces of trash.
Business Response
Date: 12/07/2022
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 customer's feedback, to evaluate and research their concern, and to provide the best solution available or an explanation of what occurred.

Please accept our sincerest apologies for any disappointment that *** have resulted with the delivery of the customer's order.

Our customer's trust is important to us, we want them to be completely happy with every purchase. We have issued a credit in the amount of $ ****** to the customer's Paypal account for the merchandise. He does not need to return the merchandise.

Thank you for bringing this to our attention. We hope to have an opportunity to serve ********************** better in the future.

Sincerely,
Executive **************** Neiman Marcus Direct
Initial Complaint
Date:12/05/2022
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.
Aug 27th, 2022, I purchased heels and a handbag from the store and I returned them a few days later through mail. I only got the refund for the bag. The heel was re-billed to my credit card ($1,192.18). Both items were in the same package and i received refund for only one of them. I dropped it off at a ***** location.
Business Response
Date: 12/23/2022
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 customer's feedback, to evaluate and research their concern, and to provide the best solution available or an explanation of what occurred.

We are terribly sorry for any disappointment that *** have resulted with the return of an order/purchase.

We would be happy to assist the customer, however, we are unable to locate the order or purchase the customer is referring to. If she could provide the order number if it was an online order or the store where she purchased and returned the item to. We would research her concern.

Thank you for bringing this to our attention. We look forward to the customer's response.

Sincerely,
Executive **************** Neiman Marcus Direct
Customer Answer
Date: 01/07/2023
I purchased the order at the store located at ************************************************. I called them and they send me a shipping label that can be opened only once.
Business Response
Date: 01/20/2023
Dear Better Business Bureau,

Thank you for providing the response from **********************

We have researched the customer's concern and the return of the ************************************* Pumps were denied as the shoes had been worn.

The merchandise was returned back to the customer via ****** tracking # ************. The package was delivered on 9/14/2022.

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

Sincerely,
Executive **************** Neiman Marcus Direct
Customer Answer
Date: 01/23/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not notified that the shoes will be returned back, therefore i did not expect a package. The store did not contact me back with this concern to let me know that i should be waiting for it. Plus, the shoes were in new condition, i tried them at home and retuned them because the heels were too high and uncomfortable.
Business Response
Date: 02/04/2023
Dear Better Business Bureau,

The return was denied and the merchandise was returned back to the customer via ****** tracking
# ************. The package was delivered on 9/14/2022.

A letter was sent to the customer as well providing the ****************** return policy:

Returns and exchanges will be gladly accepted at Bergdorf Goodman within 30 days of receipt, with the exception of CHANEL handbags, accessories,
and apparel which are eligible for return within
14 days of receipt and exchange within 30 days.

Merchandise must be unworn, undamaged, and in sellable condition with original tags and original product packaging. Altered, special order,
perishable, personalized and "final sale" items cannot be returned.

Unfortunately, we were unable to process the customer's return because the merchandise was not in sellable condition.

We sincerely apologize for any disappointment this may cause and hope that the customer understands our position in this matter. We feel this to be a closed matter.

Sincerely,
Executive **************** Neiman Marcus Direct
Initial Complaint
Date:12/05/2022
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.
On November 12th i placed an order (WNXXXXXXXXXXX). Expecting to receive it but I didn't a picture was taking from the fed ex delivery person when I called it took them over 2 weeks to deny my claim. I filed a police report and still they have not done anything so I'm out of 895.00. I think this company is wrong on some many levels I have never experienced anything of this nature before I just wanted my item replaced or refund.
Business Response
Date: 03/22/2023
Business Response /* (1000, 5, 2022/12/16) */
E: 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 to Ms. ***** for any disappointment she experienced.

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

The customer disputed the delivery of her order and requested a refund.

Our research supports the carrier's claim that the item was successfully delivered. We regret that we are unable to issue credit for the item in question.

We feel this to be a closed matter.

Thank you.

Executive Support Specialist - Executive Offices
Neiman Marcus Direct

Consumer Response /* (3000, 7, 2022/12/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that this is wrong because the delivery drive just left it on my porch and it was stolen from me I honestly think this is wrong and apology doesn't suffice because I'm out of over $800 and it's like they don't care because the delivery driver just left it. It's wrong on so many levels.

Business Response /* (4000, 9, 2022/12/31) */
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 to Ms. ***** for any disappointment experienced.

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

The customer disputed the delivery of her order and requested a refund.

Our research supports the carrier's claim that the item was successfully delivered. Neiman Marcus is not responsible for the package once it has been successfully delivered.

We regret that we are unable to issue credit for the item in question.

We feel this to be a closed matter.

Thank you.

Executive Support Specialist - Executive Offices
Neiman Marcus Direct
Initial Complaint
Date:12/04/2022
Type:Billing 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 placd an order for a Burberry purse and shoes on 11/4/22 with order #WN20893331312. I was charged for the purse on 11/9/22 and it was delivered on 11/13/22. On 11/8/22, 11/12/22, and 11/14/22, I received email updates that there was a delay in shipping my Burberry shoes. On 11/17/22, I called and spoke with a customer srvice rep who stated my shoes would be delayed again until 11/21/22. She informed me that if I did not receive the shoes by 11/21/22, I could call back to cancel my order. On 11/21/22, I hadn't recieved the shoes so I called customer service again and was told they could only send a notification to the warehourse in NY but couldn't guarantee the cancellation of my order. On 11/27/22, I called customer service again asking to speak with a manager who stated she was going to escalate this issue and send another message to the warehouse to cancel my order. I called again on 11/30/22 and was told- "no messages could be sent to the warehouse", "that particular warehouse has been experiencing major delays in shipping with no estimated dates of items shipping," and "I should contact my credit card company about the funds on hold."Neiman Marcus has placed a hold on my credit card for $416.50 on 3 separate occasions- 11/14/22, 11/24/22 and 12/4/22. I no longer want the item and I no longer want to have a hold placed on my credit card for an item no on can guarantee I will ever receive. I had intentions to send the purse back as well but since it may go to the same warehouse that hasn't responded about the shoes, I can't guarantee they will receive or refund my money so I have begrudgingly kept the item. I wish to break all ties with Neiman Marcus at this point for their lack of follow through with delivering on a purchased item.
Business Response
Date: 12/06/2022
BBB Complaint
Re: Case # ********
Customer: *********************

Dear **********************,
Thank you for taking the time to communicate to us on behalf of our customer **********************
We are sorry for any disappointment that *** have been a result of ************** recent shopping experience.
Our goal is to address our customer's feedback, evaluate and research their concerns, and to provide the best solution available or an explanation of what occurred.
As requested, order number WN20893331312 has been cancelled.
The preauthorization hold of $416.50 should be released within the next 5-7 business days, but this will vary depending on ************** financial institution.
Thank you for allowing us to address our customer's concern.
We consider the matter closed.
Sincerely,
Executive **************** Neiman Marcus Direct
Initial Complaint
Date:12/02/2022
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 ordered a pair of golden goose shoes on 11/12/22. As of today 12/2/22 I have not received the shoes nor can anyone at the call-center give me any information. The shoes have not been mailed off and you can not get any type of updates whatsoever from this company. In addition, they will not cancel the order due to the fact that it's in process but unfortunately, still sitting at the factory. All the call center can do is leave emails at the factory location which are not responded to whatsoever. There is no way to escalate concern whatsoever. Neiman Marcus has the poorest customer service I've ever seen.
Business Response
Date: 12/19/2022
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.

The customer requested the order be cancelled, which was completed 12/14/2022.

We consider this to be a closed matter.

Regards,

Executive Support Specialist- Executive Offices

Neiman Marcus Direct
Customer Answer
Date: 12/20/2022
I ordered shoes over five weeks ago. Someone for Neiman Marcus corporate called stating that they were going to resolve this after I filed a complaint,. The corporate representative stated she was giving me a discount and would have my shoes delivered in the next two weeks. Today I received a cancellation on the shoes with no follow up call or explanation.
Initial Complaint
Date:12/02/2022
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 am extremely disappointed with the customer service and online ordering system of ******* Goodman. I purchased a pair of ******************* sneakers on (ORDER DATE: 2022-11-22/ORDER number WB5531026987) I placed the order on a second day express shipping for my up coming vacation only to find out that the item was on backorder via phone conversation with an agent , after the conversation I was reassured that the item was back in stock and would ship out right away . I received the item on 12/1/2022 2days before my vacation to find out that it was the wrong pair of sneakers place in the right box. This is the second time this has happened to me ordering from bergdorf goodman online. There's no real quality control and you don't know what to expect when ordering from them I demand a refund.
Business Response
Date: 12/13/2022
RE: BBB Case: #********

Customer: ***** OCTOBER

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

Please allow us this opportunity to apologize for any disappointment in the customer's shopping experience with us.

It is our goal is 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.

Our records reflect that a refund in full was issued to the original form of payment on December 9, 2022. The posting of the credit to the account is contingent upon the policies of the customer's bank.

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 Direct

Customer Answer
Date: 12/15/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:12/01/2022
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 an item on Nov 21st and it is now Dec 1st and I have no update on the order. I have been calling the customer service line EVERY SINGLE DAY and I have no updates. I receive an email every day that my order will be "shipping tomorrow" and it has not even though I did shoprunner 2-day shipping. I have called every day to cancel this order and they tell me that the vendor denied my cancellation request, even though online it says that if the order is still in process you can cancel it. So apparently, I can't cancel my order, but after 11 days they wont ship it either? This is the absolute worst customer service experience, I just want to cancel this order and receive a full refund.
Business Response
Date: 12/13/2022
RE: BBB Case: #********

Customer: ****** LOVA

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

Please allow us this opportunity to apologize for any disappointment in the customer's shopping experience with us.

It is our goal is 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.

Per customer's request, the order has been cancelled as of December 12, 2022.

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 Direct
Initial Complaint
Date:12/01/2022
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 a online order in June 22, 2022 for Neiman Marcus Company.Order number : WN20033221587 When I received the order package , it was missing the 3.4 oz perfume for $183,75.I made phone call and live chat with their customer service more than 10 times!!!!***** told me to wait , again and again!!! They were deceiving customers and poor service!!!I just want to get my refund !!! It wasted my time !!!Please help !!
Business Response
Date: 12/16/2022
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 contacted us to request a refund for a package reported as not received. Additional research is needed in this matter. We will convey our findings directly to the customer.

Sincerely,

Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Initial Complaint
Date:12/01/2022
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 placed an order at NM on November 2, 2022. I received the wrong pair of shoes in a janky box so I decided to return them. My return was then refused and NM said they would send the item back to me. This was decided on Nov 25. NM has not shipped back the return and I have not received a refund. Every time I contact customer service they ignore me when I bring up this issue and say that the package is in transit, when it is clearly not as per ******. Now I am out of the item and money and NM will not respond to me. Extremely unprofessional.
Business Response
Date: 03/14/2023
Business Response /* (1000, 5, 2022/12/14) */
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 customer's feedback, to evaluate and research their concern, 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 return of the order.

A credit in the amount of $ 865.56 to the customer's credit card for the return.

Thank you for bringing this to our attention. We hope to have an opportunity to serve Ms. ********* better in the future.

Sincerely,
Executive Support Office - Neiman Marcus Direct
Initial Complaint
Date:11/29/2022
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.
First of all I feel robbed. I placed an order with Neiman Marcus on Tuesday November 22. My order is worth $3,200. My order number is WN21001859083. I order 3 items and paid fast shipping for all of them. I was supposed to have received my items Friday November 25th. All my items said delivered, however, I did not received them!! I went outside to find no package!! I was confused and scared that all my items were left outside NO SIGNATURE REQUIRED. I cannot believe NM will not put a signature for my items that are extremely pricey. I called right away after and I was told not to worried that they will file a lost parcel claim and will contact me shortly. Fast forward to today Monday November 28th, I called NM because I have not heard anything regarding the claim. What is most upsetting is that they claim they sent me an email on Saturday November 26th letting me know my claim was denied. I DID not receive such email on the 26th. Do you really think, I will ********** home waiting to hear back with faith of a resolution knowing my claim has been denied??? Who in their right mind would just be like , okay I lost $3,000 but that's alright! Let me tell you nobody would. The fact that this matter was not looked into and the claim was denied right away, tells me how little you care about customers! I am requesting a full refund, I feel like I was taken advantage of and NM is just washing their hands! Put signature on packages! I need a resolution as soon as possible!!
Customer Answer
Date: 11/30/2022
I have spoke to NM multiple times and they keep denying my claim, saying the will not refund me and that ***** is the one that has to pay up, for them to pay me. I have submitted pictures of the front of my house and the picture ***** took do not look the front of my house, no same color pebbles or carpet in the from, the gate in the front is standard and houses around me have the same color gate too!! The fact that they did not require a signature because my account is in "good standing" so you are good customer and because of that they cannot help you?? I lost $3,200 and they do not care.
Business Response
Date: 12/07/2022
Re: Case # ********
Customer: ****** E

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 disappointment in the customer's shopping experience with us.

After researching ********************** concern the Parcel Loss claim remains denied due to the Proof of Delivery Pictures that were acquired upon delivery.

We sincerely apologize for any disappointment that *** have resulted with this decision.

Thank you for allowing us to address the customer's concern.
Sincerely,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 12/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I provided NM pictures of the front of my house. The pictures taken my ***** clearly show that the stones in the ***** tracking are not even the same at my house. Si you all even took that into consideration? I need a resolution ASAP
Business Response
Date: 12/20/2022
Re: Case # ********
Customer: ****** E

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

Please allow us the opportunity to apologize for any disappointment in the customer's shopping experience with us.

Our records indicate that a credit for the Parcel Loss Claim has been issued on December 16, 2022, 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

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