Complaints

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

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• 

  Neiman Marcus Company

  1618 Main St Dallas, TX 75201-4720

  
• 

  Neiman Marcus Company

  2201 Dallas Pkwy Plano, TX 75093-4307

  
• 

  Neiman Marcus Company

  1618 Main St # 2 Dallas, TX 75201-4720

  
• 

  Neiman Marcus Company

  2223 N West Shore Blvd # 600 Tampa, FL 33607

• 

  Neiman Marcus

  505 Nicollet Mall Minneapolis, MN 55402

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:10/08/2022

  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 suit in May for 4441.40$. I returned this item in person in 3 days later. The item was inspected and the return was processed. I physically left the store. Hours later, I received a voice message from the sales associate stating that he is voiding the return and claimed that the suit had a stain on it. To start, if there was a stain on the suit that would have been noticed upon inspection when I returned the item physically and the suit would not have been returned in the first place. Hours later after the item was out of my possession, I received this voice message from the sales associate. I had opened this dispute after receiving this voice message. This dispute has been open and closed at least 4-5 times now since May. I have requested for the merchant to provide evidence of the stain being present on the suit since it is in their possession. They have had since May to upload this evidence and have not done so. Even if they were able to upload a photo, this does not change the fact that the suit was out of my possession for hours and someone from the store could have spilled something on it and put a stain on it during that time. But to further support, my claim they couldn't even provide a photo. I currently do not have possession of the suit and I am being asked to pay 4441.10$ for an item that I do not even have. I am shocked that this is still going on all the way until October and I am really surprised that **************** dispute team is not easily able to see how ridiculous this is. Every time I open a dispute claim, the merchant keeps writing that "the suit had a stain on it and was unsellable" despite providing no evidence and admitting that it is in their possession. I am currently out the entire amount with no item and need to be refunded. As you can see from the attached photo, the suit was already refunded and I left the store prior to this return being voided.

  Business Response

  Date: 10/17/2022

  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 disappointment in the customer's shopping experience with us.
  
  The customer was contacted to notify that we are unable to accept this merchandise back for return due to the suit being dirty and appeared to be worn with something spilled on the garment also the tags were not attached.
  
  The customer came in the store to pick up the suit on June 15th. The suit is in the customer's possession.
  
  Thank you for allowing us to address the customer's concern.
  Sincerely,
  Executive Support Specialist- Executive Offices
  Neiman Marcus Direct
  

  Customer Answer

  Date: 10/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am very surprised at the extent that this company is willing to go to make a sale. They are contradicting the statement that they made to ***************** where they admitted that the suit was in their possession. Now they are claiming I have it, that is a lie. it is very simple, they processed the return then hours later claimed that there were stains on it. Anything could have happened during that period as the suit was no longer in my possession. If there were stains on it, they wouldn't have processed the return in the first place. They are thieves.
  
  

  Business Response

  Date: 10/20/2022

  Re: Case # ********
  Customer: ***********************
  
  Dear **********************,
  
  Thank you for taking the time to communicate to us on behalf of our customer, ************************
  
  The Sales Manager handed the suit to the customer on June 15, 2022 at approximately 4:35 pm.
  
  The suit is in the customer's possession.
  
  We sincerely apologize for any inconvenience that *** have been caused.
  
  With this final communication we do consider the matter closed.
  
  Sincerely,
  Executive Support Specialist- Executive Offices
  Neiman Marcus Direct
  
  

  Customer Answer

  Date: 10/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Again, I am not sure if this is management or the sales associate, ***** that is making up these lies but please provide evidence that the suit was picked up, as it never was.

  Business Response

  Date: 10/27/2022

  Re: Case # ********
  Customer: ***********************
  
  Dear **********************,
  
  Thank you for taking the time to communicate to us on behalf of our customer, ************************
  
  Loss Prevention had been holding the suit in their possession until it was picked up by **************. They confirmed that they watched the hand off the item to the customer.
  
  Also we do have the text thread with the customer confirming the return was picked up.
  
  We sincerely apologize for any inconvenience that *** have been caused.
  
  With this final communication we do consider the matter closed.
  
  Sincerely,
  Executive Support Specialist- Executive Offices
  Neiman Marcus Direct
  
  

  Customer Answer

  Date: 10/28/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Please provide evidence. If you are unable to do so then it is obvious that the case is closed after THIS communication.

  Business Response

  Date: 11/03/2022

  Re: Case # ********
  
  Customer: ***********************
  
  
  
  Dear Better Business Bureau,
  
  
  
  Thank you for taking the time to communicate to us on behalf of our customer, ************************
  
  
  
  ************** picked up the suit on June 15, 2022.
  
  
  
  The suit is in the customer's possession.
  
  
  
  We have an internal text thread from our store with the customer confirming the suit was picked up.
  
  
  
  Neiman Marcus reiterates its prior responses filed with the BBB and we consider the matter closed.
  
  
  
  No further responses will be posted by Neiman Marcus in connection with this complaint.
  
  
  
  Please close this complaint.
  
  
  
  Sincerely,
  
  Executive Support Specialist- Executive Offices
  
  Neiman Marcus Direct

  Customer Answer

  Date: 11/04/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Again, they have no legitimate proof. In regard to the "text" thread they are referring to:
  
  A) they have not provided it
  B) it could easily be fraudulent
  
  Do not close this case. They need to be publically shamed for what the unethical buisness they are running.

  Business Response

  Date: 11/16/2022

  Re: Case # ********
  Customer: ***********************
  
  Dear **********************,
  
  Thank you for taking the time to communicate to us on behalf of our customer, ************************
  
  Per ********************** **************, they can confirm that the suit is no longer in the store and was given to ************** on June 15, 2022.
  
  The store's Loss Prevention had been holding the suit in their possession until it was picked up by **************.
  
  Loss Prevention confirmed that they watched the hand off the item to the customer.
  
  ********************** reiterates its prior responses filed with the BBB and we consider the matter closed.
  
  No further responses will be posted by Neiman Marcus in connection with this complaint.
  
  Please close this complaint.
  
  Sincerely,
  Executive Support Specialist- Executive Offices
  Neiman Marcus Direct
  
  

  Customer Answer

  Date: 11/17/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am no longer going to reply to anything this representative from the buisness is saying as I have realized that we are going in circles and they are willng to push it to whatever extent is needed to fabricate and lie. This buisness should be ashamed of their actions. I hope they are repremanded.

  Business Response

  Date: 11/18/2022

  Re: Case # ********
  Customer: ***********************
  
  Dear **********************,
  
  Thank you for taking the time to communicate to us on behalf of our customer, ************************
  
  Per ********************** **************, they can confirm that the suit is no longer in the store and was given to ************** on June 15, 2022.
  
  The store's Loss Prevention had been holding the suit in their possession until it was picked up by **************.
  
  Loss Prevention confirmed that they watched the hand off the item to the customer.
  
  ********************** reiterates its prior responses filed with the BBB and we consider the matter closed.
  
  No further responses will be posted by Neiman Marcus in connection with this complaint.
  
  Please close this complaint.
  
  Sincerely,
  Executive Support Specialist- Executive Offices
  Neiman Marcus Direct
  

• Initial Complaint

  Date:10/08/2022

  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 9/20/2022 I purchased a number of high end products at https://www.bergdorfgoodman.com/.
  Order # WB XXXXXXXXXX. Once of the items is La Mer Cream, retail price is $ 570 for 3.4 oz.
  The item in question appears to be a completely different one-I been using La Mar for the last 20 years or so.
  It is liquidish, different consistency and application and duration is not what it used to be. I became very upset. Called up customer service last night. The lady on the phone suggested that " due to the war in Europe, La Mer cannot get ingredients therefore they came with a ligher formula". I am Ukrainian, born in Ukraine, my 88 year old mom lives in Lviv, my brother who flew to Lviv two days before the the Russian aggression began- and now I am being fed this garbage? Ukraine never supplied anything to LaMer, ever. It is cynical to use russian aggression against my people as a vague excuse to misrepresent the product. This is fraud, in a very poor taste. If La Mar changes the formula and the product loses its cosmetic value, you must not market as an original product with the same price tag. This is dishonest, misleading and unethical business practice. I am shipping this item back, want to get an original one and a detailed explanation from upper corporate office how it became possible and how BG is going to rectify the situation.

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/10/20) */
  BBB Complaint
  Re: Case # XXXXXXXX
  Customer: ******* **********
  
  Dear Better Business Bureau,
  Our goal is to address the customer's feedback, to evaluate and research their concern, and to provide the best solution available or an explanation of what occurred.
  We have launched a investigation to determine if a new formula is being used by La Mer.
  In the meantime, a credit in the amount of $451.81 has been issued to Ms. **********'s Visa account. The time it takes for the credit to appear on your statement will vary depending on your financial institution.
  Previously, Ms. ********** had been issued a credit in the amount of $42.07 for the La Mer Cream, due to a delay in delivery. The dollar amount above reflects the total remaining after the $42.07 credit being issued.
  Thank you for bringing this to our attention and allowing us to address Ms. **********'s concern to our attention.
  We consider the matter to be closed.
  Sincerely,
  Executive Support Office - Neiman Marcus Direct
  
  
  Consumer Response /* (3000, 7, 2022/10/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did request to replace this item with the original formula- I am left without a face crème.
  
  
  Business Response /* (4000, 9, 2022/10/26) */
  BBB Complaint
  
  Re: Case # XXXXXXXX
  
  Customer: ******* **********
  
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to communicate on behalf of our customer ******* **********.
  
  We are sorry for any inconvenience that may have been a result of Ms. **********'s recent shopping experience.
  
  Due to Ms. **********'s claim of receiving a fraudulent item, we wanted to thoroughly investigate her concern.
  
  While we were conducting of investigation Ms. **********'s return was received and credited.
  
  We confirmed there had been no changes to the formula for the La Mer Moisturizing Cream.
  
  However, we did discover that there are two offerings on our website that are both Moisturizing Creams.
  
  The 3.4oz Moisturizing Soft Cream @ $570.00 and The 3.4oz Crème de La Mer Moisturizing also $570.00.
  
  We have reached out to Ms. ********** to assist her with placing an order for the 3.4oz Crème de La Mer with no response.
  
  Thank you for allowing us the opportunity to address our customer's concern.
  
  We consider the matter closed.
  
  Sincerely
  Executive Support Office - Neiman Marcus Direct
  
  
  Consumer Response /* (4200, 11, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello,
  Yes there was a voice mail left from NM reportedly. I called back but nobody was available and still very much need an original cream. Thank you.
  
  
  Business Response /* (4000, 13, 2022/10/30) */
  BBB Complaint
  
  Re: Case # XXXXXXXX
  
  Customer: ******* **********
  
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to communicate to us on behalf of our customer ******* **********.
  
  We have spoken with Ms. ********** and made arrangements to have her La Mer Cream shipped as soon as possible.
  
  Ms. ********** was satisfied with the resolution.
  
  Thank you for allowing us the opportunity to address her concerns.
  
  We consider this to be a closed matter.
  
  Sincerely,
  Executive Support Office - Neiman Marcus Direct

• Initial Complaint

  Date:10/07/2022

  Type:Customer Service 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.

  Hello,I paid great amounts of money for an item ($1875.00)I received the product and I started a return. I returned the product the first day I receieved it and now they are telling me that since it hasnt reached their warehouse yet (despite it being a long time over the refund day).According to the tracking, it is still in transit but they are telling me to open a claim with ***** but that is not my responsbility! If the package is lost, then its their responsibility to open a claim with them. I should not be caught in the middle of this mess. I used the label that they provided me with and I did everything which was requested! Now they are telling me to wait 3 weeks for me to get my refund. It is not fair as I need the money back really badly!

  Business Response

  Date: 10/21/2022

  RE: Ref # ********
  
  Customer: ***************************************
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to communicate with us on behalf of our customer, ***************************************.
  
  Please allow us this opportunity to apologize for any frustration experienced regarding the customer's order.
  
  Our goal is to address our customers' feedback, evaluate and research their concern, and provide the best solution available.
  
  A parcel loss claim has been filed and credit has been issued to the original form of payment ****** on the order as of October 21, 2022. The posting of the credit to the customer's account depends upon the policies of the customer's bank for such transactions.
  
  Thank you for contacting us to address the customer's concern.
  
  
  Sincerely,
  Executive Support Specialist - Executive Offices
  Neiman Marcus Direct

  Customer Answer

  Date: 10/24/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:10/06/2022

  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.

  This is regarding order #WNXXXXXXXXXXX placed at neimanmarcus.com in Jun 2022. I had ordered 2 same dresses with 2 different sizes and when i received my order, there was just one dress in the package. I immediately raised it to customer care that i only received one dress and I was told that I would get a refund for the one that I didn't receive. The one that I had received, it didn't fit me well and so I returned that one and got the refund for it but I never got the refund for the one i never received.
  I called and chatted with customer care several times and everytime i was told that i would get my refund soon. On Oct 2, 2022, I finally visited a store in Orlando and spoke with a manager and asked him to help me. The manager asked a lady from his team to call customer care and resolve the issue. We were on the call for an hour and finally, the rep, on the phone, told me that she is processing the refund of ~$378 and I should get that in a couple of days. She also promised that she will send me an email right away with everything we discussed. I disconnected the phone and came back home. It has now been 4 days and i neither received any email or my refund. This is highly frustrating and your staff keeps making false statements just to hang up the phone. I just need my money back.

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/10/14) */
  RE: Case # XXXXXXXX
  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 was credited on 10/02/22.
  
  The posting of the credit of the customer's account depends upon the policies of the customer's bank for such transactions.
  
  We consider this to be a closed matter.
  
  Regards,
  Executive Support Specialist- Executive Offices
  Neiman Marcus Direct

• Initial Complaint

  Date:10/01/2022

  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 placed an order for a $129 pair of earrings on 9/09/22. The original tracking (WNXXXXXXXXXXX) said that the order would arrive by 9/11/22. When it was not here on 9/11/22, I was not too concerned because I figured it had some minor delays. When my package had still not arrived on 9/18/22, I decided to reach out to Neiman Marcus. They stated that it had been delayed, but they reached out to FedEx and said it was on the way. By then, my package was over a week late. I decided that this must be a fluke, and I still wanted the earrings, so I ordered another pair on 9/22/22, intending to return whichever pair arrived last (WNXXXXXXXXXXX). My second order was supposed to arrive on 9/24/22. It is now 10/1/22 and neither pair has arrived. I have been in contact with Neiman Marcus several times and they stated that I could not cancel my order or request a refund because my package had already shipped. I spoke with FedEx asking if I could pick up my earrings from the FedEx site, and they said I would need to get Neiman Marcus to update the shipping instructions to do so. I asked Neiman Marcus to update the shipping instructions and they would not. I am now out over $250 and have no idea if/when my earrings will ever arrive. I did not expect a supposedly high end store to be unable to deliver TWO separate orders.

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/10/10) */
  Re: Case # XXXXXXXX
  Customer: ******** *****
  
  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 customer's did not receive the type of service we strive to offer is very disappointing.
  
  A credit has been issued for the refund of order number WNXXXXXXXXXXX on October 6, 2022.
  
  The posting of the credit depends on the policies of the customer's bank for such transactions.
  
  Order number WNXXXXXXXXXXX was delivered on October 10, 2022 and was left at the front door.
  
  Thank you for bringing this to our attention. Again, we truly regret any disappointment that may have been caused.
  Sincerely,
  Executive Support Specialist- Executive Offices
  Neiman Marcus Direct
  
  
  Consumer Response /* (2000, 7, 2022/10/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/30/2022

  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 went to Bergdorf Goodman today and purchased 3 items from Chanel Makeup. When I came home, after trying on one item, I realized the color of the lipstick was wrong. I looked at the other items and realized the salesperson gave me 2 wrong items out of 3. I called Bergdorf's, I was transferred to a man who looked up my order & said those are the 3 items I purchased & he was there & I asked for these items. He was telling me what I said, and I stated I never said I wanted what he said. I told him the sales girl said I wanted 136 lipstick and she made me try on Beige Natural lipliner. When I got home I had Rose Natural lipliner and 138 lipstick. I also asked how long the return was and he accused me of being abusive to him. I told him he was being abusive to me. I don't know how since I had nothing to do with him he knows what I said. I ended up hanging up on him and he kept telling me these wrong items are what I asked for. I only purchased one item by name. The other items were recommended to me by the sales girl and I tried them on. I am not going to pay for 2 wrong items. I asked to speak to the manager and he said he was the manager. I couldn't believe I was being spoken to and accused of buying wrong items from this person who I had nothing to do with. I want a refund on the items I didn't purchase.
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/10/15) */
  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 inconvenience she experienced.
  
  Our goal is to address our customers' feedback, evaluate and research their concern, and provide
  the best solution available.
  
  Ms. ****** wanted to return items she purchased at our NYC Bergdorf Goodman store. We have communicated with her directly and have sent her a gift card.
  
  We feel this to be a closed matter.
  
  Regards,
  
  Executive Support Specialist- Executive Offices
  Neiman Marcus Group
  
  
  Consumer Response /* (2000, 7, 2022/10/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Neiman refunded my money back.

• Initial Complaint

  Date:09/29/2022

  Type:Sales and Advertising 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 on 09-14-22
  This order is for the ****** ********
  ORDER WNXXXXXXXXXXX
  Nisha Combat Boot In size 8.5
  Item ************
  $178.61.
  Prior to placing my order I called and messaged customer service to confirm my item was in stock and they confirmed it was.
  
  On 09-26-22 I received an email stating my order was canceled.
  I checked online and the item was listed as sold out.
  
  I then proceeded to contact customer service the same day I received the ail and they informed me they canceled since the vendor did not have the item.
  
  I have checked for these boots everyday since then just to see if another retailer had them on sale.
  
  On 09-29-22 I see they had the same exact boot I bought with a different product code.
  
  I called ****** ******** customer service to verify if they had different models of this boot and they confirmed this was the only model and it was an older model.
  
  That same day I messaged customer service and told them what have occurred and they apologized and offered me a 10% but said they could not honor the price I bought the boot for.
  
  I requested to speak to a supervisor.
  I spoke to Cynthia who admitted it was the same item however there was a pricing error on my item that's why they canceled it. "I am very sorry but it was deemed on the Executive level the prices were incorrect and have canceled all such orders due to invalid pricing. We reserve the right to correct any pricing errors. We apologize for the inconvenience." She offered me $200.00 off and said she could not Honor the price I bought it for. They basically listed an item for the sale price, I bought it, and when they realized it they canceled the item, changed the item number, and listed it at regular price.

  Business Response

  Date: 12/30/2022

  Business Response /* (1000, 7, 2022/10/21) */
  RE: Case # BBB Complaint 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.
  
  Ms. ***** purchased a pair of boots from our website at a discounted price. It was discovered that the pricing was the result of an error in our system. The order was canceled.
  
  We regret that we are unable to honor the special price. The following statement is from the Privacy Policy & Terms of Use section on our website:
  
  We reserve the right to correct any errors, inaccuracies, or omissionsincluding after an order has been submittedand to change or update information at any time without prior notice.
  
  The customer's complaint lists her desired resolution as "delivery". In this case, we are unable to honor the request.
  
  We consider this to be a closed matter.
  
  Regards,
  
  Executive Support Specialist - Executive Offices
  Neiman Marcus Direct

• Initial Complaint

  Date:09/29/2022

  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.

  Online order WB5415059681 placed on 9/23 with 2 business days delivery was not event shipped on 9/28 with no estimated delivery while I was told by CS representative that delivery was to be on 9/29.2 calls to Bergdorf Goodman **************** were a waste of my time, they were not willing to contact warehouse to find the reason for the delay and when actually my order would be shipped.Bergdorf Goodman promptly sent me email that if my order was shipped when not even shipping label was obtained - it shows NULL instead of tracking # kin the attached screenshot.Before it used to be a decent ****************, now they read you information available online in your order, and just try to get rid of you. It happened with some of my previous orders, and for one of them I filed BBB complaint. The response from this merchant was that they excel in serving customers.

  Business Response

  Date: 10/06/2022

  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 wish to sincerely apologize for any disappointment that *** have resulted with the processing of the customer's order.
  
  There was a delay in our ******************* The order has shipped with an approximate arrival date of 10/6/22. As a further extension of our apologies, we have issued a credit of $ ***** off the merchandise.
  
  We take each of our customer's concerns seriously and regret not meeting ****************** expectations on this occasion. Please be assured that the customer's concern will be shared with the appropriate departments; as we are continuously reviewing our customer's 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 ************** better in the future.
  
  Sincerely,
  Executive **************** Neiman Marcus Direct
  

• Initial Complaint

  Date:09/28/2022

  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 spent ****** on a dress. They shipped it to me. I tried it on, it didn't fit. I sent it back after requesting a return label. I mailed it through **** within the week. I'm not sure what happened with ****, but they did not deliver the package until Sept 22. Neiman Marcus claimed it that I "held on to the package too long" and therefore it was "outside of the return window" and denied any refund. They sent back the item that I can't use...after repackaging it so that no tracking history or **** mailed stamps were visible. Because the shipping took so longh, **** deleted the information from my *********************** and my email account permanently deleted the return tracking emails.

  Business Response

  Date: 10/08/2022

  RE: Case # ********
  
  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 ************************ for any inconvenience she experienced.
  
  Our goal is to address our customers' feedback, evaluate and research their concern, and provide
  the best solution available.
  
  The customer returned a dress she had purchased from us. The returned item arrived in our fulfillment center too late to be accepted. The dress was sent back to the customer. Additional research indicates that the late return was due to a carrier delay. We have issued a refund to the customer and sent the transaction details to her directly.
  
  We feel this to be a closed matter.
  
  Regards,
  
  Executive Support Specialist- Executive Offices
  Neiman Marcus Direct

• Initial Complaint

  Date:09/27/2022

  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.

  My mom is the kindest most generous woman I know. When she bought the LA Mer cream from neiman marcus, she was elated. After putting a dap on her face and the eye serum under her eyes, her face has a really bad reaction to the cream. I brought it back to neiman and asked if they could exchange it for another product, the manager Tracy says NO. My mom spends m-f From 3pm-6pm volunteering an after school program which she loves. She would have the best time with the 4 and 5 years old. She would teach them mandarin verbally and in written form. She reads them children stories in Chinese. The kids would take turn reading children stories to her in English. She teach them calligraphy, tai-chi, and how to use the abacus. She brings food in so no children would go home hungry. The parents of the children also have my mom's cell phone so if they are late in picking up the kids, she would keep them company. The only vanity my mom has is like lady cream and lotion when she could afford it. Now we will wait and see when she can go back to the after school program. Those kids give her so much life and energy for a 75 y.o. lady. She misses them and don't want them to see her in her present condition. The kids love her and vice versa

  Business Response

  Date: 12/30/2022

  Business Response /* (1000, 5, 2022/10/05) */
  BBB Complaint
  Re: Case # XXXXXXXX
  Customer: *** ******
  
  Dear Better Business Bureau,
  Thank you for taking to communicate to us on behalf of our customer *** ******.
  We are sorry for any frustration that may have been a result of Mr. ******'s recent shopping experience.
  Mr. ******'s concern was researched, and it was found that Mr. ****** could not provide a proof of purchase showing the merchandise was purchased at our Denver store or online.
  Without this documentation, we are unable to process an exchange or issue credit.
  Thank you for allowing us address Mr. ******'s concern.
  We consider this to be a closed matter.
  Sincerely,
  Executive Support Specialist-Executive Offices
  Neiman Marcus Direct
  
  
  Consumer Response /* (3000, 8, 2022/10/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Their toxic and expired La Mer soft cream burn a 75yo woman's face and has to be in the ICU for three days and still recovering at home. The cream thrown away cost $1000 and pain and SUPPERING $10,000.
  Look at the picture supplied to the FDA,DA,FTC
  
  
  Business Response /* (4000, 10, 2022/10/18) */
  BBB Complaint
  Re: Case # XXXXXXXX
  Customer: *** ******
  
  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.
  Mr. ****** went to our Denver store to return a La Mer Cream he stated was purchased at that store.
  In order to process the return, Mr. ****** needed to provide a proof of purchase either in the form of a receipt or contact information for the person who originally bought the item.
  Mr. ****** was not able to provide a receipt and would not provide any details regarding who purchased the merchandise.
  At this time, Mr. ****** states that he has thrown the product away.
  As previously stated, we are unable to issue a refund or exchange for a product without proof the item was actually purchased from Neiman Marcus.
  Thank you for allowing us to address this concern.
  We consider this to be a closed issue.
  Sincerely,
  Executive Support Office - Neiman Marcus Direct
  
  
  Consumer Response /* (4200, 12, 2022/10/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Scam.
  
  make sure you know the expiration date...
  make sure you know the expiration date...
  make sure you know the expiration date before you leave the store because it i not printed on the box or on the container. neiman marcus is notorious for selling expired la mer at regular price! don't get burned, literally!!!!!
  
  https://m.checkcosmetic.net/?pagename=brands&brandname=la-mer
  
  
  Business Response /* (4000, 14, 2022/10/20) */
  BBB Complaint
  Re: Case # XXXXXXXX
  Customer: *** ******
  
  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.
  Mr. ****** went to our Denver store to return a La Mer Cream he stated that was purchased at that store.
  To process the return, Mr. ****** needed to provide a proof of purchase either in the form of a receipt or contact information for the person who originally bought the item.
  Mr. ****** was not able to provide a receipt and would not provide any details regarding who purchased the merchandise.
  At this time, Mr. ****** states that he has thrown the product away.
  As previously stated, we are unable to issue a refund or exchange for a product without proof the item was purchased from Neiman Marcus.
  As a member of our Executive Office team, I am representing the Neiman Marcus Corporate office and Mr. ******'s concern has been shared andreviewed by upper management.
  
  This is a final decision that cannot be overturned.I am unable to escalate the concern anufurther.
  
  Thank you for allowing us to address this concern.
  We consider this to be a closed issue.
  Sincerely,
  Executive Support Office - Neiman Marcus Direct
  
  
  Consumer Response /* (4200, 16, 2022/10/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  not even an apology or looking up the products with me. it is disgusting in this world we live in that people don't even want to see ***** ******'s burned face.
  
  
  Business Response /* (4000, 18, 2022/10/24) */
  BBB Complaint
  
  Re: Case # XXXXXXXX
  
  Customer: *** ******
  
  
  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.
  
  Mr. ****** went to our Denver store to return a La Mer Cream he stated that was purchased at that store.
  
  To process the return, Mr. ****** needed to provide a proof of purchase either in the form of a receipt or contact information for the person who originally bought the item.
  
  Mr. ****** was not able to provide a receipt and would not provide any details regarding who purchased the merchandise.
  
  At this time, Mr. ****** states that he has thrown the product away.
  
  As previously stated, we are unable to issue a refund or exchange for a product without proof the item was purchased from Neiman Marcus.
  
  As a member of our Executive Office team, I am representing the Neiman Marcus Corporate office and Mr. ******'s concern has been shared andreviewed by upper management.
  
  
  This is a final decision that cannot be overturned.I am unable to escalate the concern anufurther.
  
  
  Thank you for allowing us to address this concern.
  
  We consider this to be a closed issue.
  
  Sincerely,
  Executive Support Office - Neiman Marcus Direct
  
  
  Consumer Response /* (4200, 20, 2022/10/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They lied. ***** the egregious ugly supervisor had the 2 boxes of the cream I gave her to check. Your excuses are laughable. Can t wait till Black Friday and Christmas.
  
  
  Business Response /* (4000, 24, 2022/10/27) */
  Dear Better Business Bureau,
  
  On the above case you have forwarded Mr. ******'s concern to us a total of four times.
  
  We have sent responses three out of the 4 times.
  
  Our last two responses made it clear our position on Mr. ******'s concern will not change and will not be re-opened.
  
  Mr. ****** has not been able to provide proof of purchase and has changed his reasons for contacting the BBB with each response.
  
  Please close this concern.
  
  Sincerely,
  Executive Support Office - Neiman Marcus Direct