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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

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Neiman Marcus Company has 24 locations, listed below.

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    Customer Complaints Summary

    • 927 total complaints in the last 3 years.
    • 288 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/27/2022

      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.
      I ordered items at Neiman Marcus and it came in multiple shipments. My items said delivered only for me to go downstairs and there was nothing like that. I called Neiman Marcus to file a claim and they said it was denied. And wanting me to pay for items I didn't receive. Please I would appreciate it if this issue is looked into because I didn't receive the first set of items that said delivered and I don't know who signed for it but it wasn't me.

      Business Response

      Date: 11/22/2022

      Business Response /* (1000, 5, 2022/10/03) */
      RE: Case # XXXXXXXX
      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.

      After careful review of this matter, a parcel loss claim has been filed and credit has been issued to the original form of payment on the order as of October 3, 2022. The posting of the credit to 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:09/27/2022

      Type:Product 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.
      I made a purchase with neiman marcus online 9/15. And it shows that the item was delivered 9/16. But I did not receive it so I called them I believe the same day or the next day. And told them I didn't get my item and they said they would start a claim. And I would here back from them through email within 3 days. Three days went by and I heard nothing from them. So I got in chat with them and every since then they claim it hasn't been processed. And they will send a request over to process and nothing. I have been in contact with them through chat almost every other day. And they all tell me the same story. I just want a refund for the missing item. My order number is WN20631709935

      Business Response

      Date: 10/04/2022

      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 this opportunity to apologize for any frustration that *** have been experienced.
      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. The posting of the credit to the customer's account depends on the bank's policy ****** for such transactions.

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

      Regards,
      Executive **************** Executive Offices
      Neiman Marcus Direct

      Customer Answer

      Date: 10/05/2022

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

    • Initial Complaint

      Date:09/25/2022

      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 purchased a shoe that's obviously defective, the shoes sole lifting up for no apparent reason. Yes I wore the shoe one time but this is **** shoe that I purchase just one week ago. All I'm asking is for an exchange. The store is giving the run around, the online services the same.

      Business Response

      Date: 10/20/2022

      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 merchandise the customer received.

      Our store has been in contact with the customer, and they are working with ************ to discuss her concern regarding the shoe.

      We take each of our customer's concerns seriously and regret not meeting **************** expectations on this occasion. Please be assured that we have
      shared the customer's feedback as we are continuously reviewing our customers shopping experiences and processes to better service our
      customers.

      Thank you for bringing this to our attention.

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

    • Initial Complaint

      Date:09/21/2022

      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 placed order for skin care products ( Order Number: WN20620550746 ). I never received the products. When I called the customer service. They told me the they are delivered . When I told them that I never received , they gave me a ***** tracking number ( ************ ) which shows the picture of two packages on the ground . The ground in picture doesn't look like my front door ground. I am claiming full replacement or refund of my money ( $385.88 ). The seller is fully responsible for the purchased product until it is received by customer.

      Business Response

      Date: 10/01/2022

      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 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.

      A refund has been issued for the item reported by the customer as not received.

      We feel this to be a closed matter.

      Thank you.

      Executive Support Specialist- Executive Offices
      Neiman Marcus Direct

    • Initial Complaint

      Date:09/20/2022

      Type:Customer Service 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 placed an order from neiman marcus sept 7. Days go by and they keep telling me its processing. I message them multiple times asking to cancel the order, and they tell me they'll put in a "request". It's now the 20th, they still haven't shipped my order, and still won't cancel it! Neiman marcus are scammers/fraudsters, plain and simple. You're essentially playing with the devil by even placing an order. Odds are, they won't ship your order, and will never refund you your money back. Hell, I still haven't received my money back.

      Stay far away.

      Business Response

      Date: 11/21/2022

      Business Response /* (1000, 5, 2022/09/29) */
      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 are sorry for any frustration that may have been a result of Mr. ******'s recent shopping experience.
      The vendors notified us of the inability to provide additional quantities of the merchandise, and regret that the items had not yet been removed from our website and our store inventory at the time of your orders.
      Please be assured when we advertise and item, we make every effort to provide adequate quantities to meet our customers' needs.
      As requested, the order has been cancelled and the preauthorized funds should be released back to your account within the next 5-7 days. However, the time it takes for the credit to appear on your statement will vary depending on your financial institution.
      Thank you for allowing us to address our customer's concern.
      We consider this to be a closed matter.
      Sincerely,
      Executive Support Specialist - Executive Offices
      Neiman Marcus Direct

    • Initial Complaint

      Date:09/19/2022

      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 spent almost 4K on 2 items from neiman Marcus. The delivery was delayed for both packages, on September 15th the first item was marked as delivered and I look on my porch (mailbox only fits paper mail) and my house has a gate, no package anywhere. Contact neiman and ask why a package was marked as delivered as no package is there and why the fedex delivery picture is a gray picture and not anything related to a porch or package. They said they will look into my claim and contact me. I also request my package be delivered to me directly and I sign for it for the one arriving on the 16th. On the 16th I receive notice package is delayed so I fly out to NYC for an important business meeting, on Sunday the 18th the package is marked delivered BUT signed by Me. How is the package signed by me if I live by myself and I'm in New York, one the other side of Seattle. I contact neiman and get the same response and I receive an email that my claim was unable to be processed. This is ridiculous and not acceptable. I am requesting a full refund or I will dispute this matter and take this to civil court. I will to continue inform everyone on every platform to never shop with neiman Marcus.

      Business Response

      Date: 11/16/2022

      Business Response /* (1000, 5, 2022/09/28) */
      RE: Ref # ********
      Customer: ****** ******

      Dear Better Business Bureau,

      Thank you for taking the time to communicate to 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.

      After careful review of this matter, a parcel loss claim has been filed and credit has been issued to the original form of payment on the order as of September 27, 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

    • Initial Complaint

      Date:09/19/2022

      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.
      bought a bag for my wifes birthday bag was supposed to come in late august but they used a weird delivery company that had no delivery update untill september when the bag was delivered on the 3rd of september bag came damaged looked used so i returned it back and used their **** label seems **** now lost the return and neiman marcus is in no way in trying to help me their supervisors just hang the phone up when i get transfered to them and the regular associates are just lost and say that the package is moving when package had no movement since september 12 they claim i have done a missing package claim and now now a missing return shipment supposedly it looks suspicious but its not my fault they used 3rd party shipping partners that take almost 2 weeks to deliver something with no tracking information untill the delivery date it seems neiman marcus is trying to profile me with no dire proof order number WN20538928108

      Business Response

      Date: 10/05/2022

      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 frustration that *** have been experienced. Our goal is to address our customer's feedback, evaluate and research their concern, and provide the best solution available.

      Our records indicate that a credit for the return has been issued on September 26, 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.

      Since the customer used Affirm, she will need to contact AFFIRM directly for details on how she will receive refunds back and how her loan will be modified. The customer *** contact Affirm at ****************************.

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

      Sincerely,
      Executive Support Specialist- Executive Offices
      Neiman Marcus Direct

    • Initial Complaint

      Date:09/18/2022

      Type:Billing 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.
      On September 8, I ordered a Faragamo wallet from Neiman Marcus. It is order number WNXXXXXXXXXXX. The website said it would be delivered in 5 to 8 days. As of September 15, I had not recieved it. I called customer service and "Nestor" told me it wouldn't be delivered until LATE September.

      Business Response

      Date: 11/10/2022

      Business Response /* (1000, 5, 2022/09/27) */
      RE: BBB 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 experienced. Our goal is to address our customer's feedback, evaluate and research their concern, and provide the best solution available.

      The order number WNXXXXXXXXXXX has been delivered on September 26, 2022 at 11:33 am.

      A credit of 10% has been issued to the original form of payment on the order for the inconvenience.

      Also a credit of $25.00 for the overnight shipping has been issued.

      The posting of the credits 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


      Consumer Response /* (3000, 7, 2022/09/28) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      The Neiman Marcus Supervisor told me I'd get a 30% discount and free shipping. Now I'm being told its 10%?!


      Business Response /* (4000, 9, 2022/09/30) */
      RE: BBB Case # XXXXXXXX
      Customer: ****** *****

      Dear Better Business Bureau,

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

      A 30% credit was added to the order on September 19, 2022.

      Additional credit of 10% and a credit of $25.00 was issued on September 27, 2022.

      The posting of the credits depends on the policies of the customer's bank for such transactions.

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

      We consider this to be a closed matter

      Regards,
      Executive Support Specialist - Executive Offices
      Neiman Marcus Direct


      Consumer Response /* (2000, 12, 2022/10/03) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:09/18/2022

      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 placed an order at Neiman Marcus on Aug 12th, but it was canceled without any reason, and the store refuse to refund it. I contacted them many times, but I don't receive my refund yet.

      Business Response

      Date: 10/01/2022

      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 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.

      ******** placed an order that was subsequently cancelled. She requests a refund.

      We have reached out to the customer to obtain more information that we will need to process her refund
      gift card. Upon receipt of the information, her refund will be issued.

      Sincerely,

      Executive Support Specialist- Executive Offices
      Neiman Marcus Direct

    • Initial Complaint

      Date:09/17/2022

      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.
      WNXXXXXXXXXXX For this order, none of the package been received.
      I talked to serval agent regarding that issue but they only refund the givenchy bag.
      They mentioned for the sunglasses, the new shipping company call NEED IT NOW??? Never heard of that company
      They get my signature for the delivery?? I am stay at home all day There is no delivery truck and No people come to deliver the package
      Then I ask Nemian send me a pics of the signature, still no response. How this shipping company have the signature for the delivery???? Even i am not receive the package??? I seat at front door wait a whole
      Thats so crazy
      The worst experience ever

      Business Response

      Date: 11/17/2022

      Business Response /* (1000, 5, 2022/09/27) */
      Dear Better Business Bureau,

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

      We sincerely apologize for any frustration that may have been a result of Mr. **** recent shopping experience.

      We have thoroughly researched Mr. ****'s concern of not receiving the order. The Givenchy Sunglasses were confirmed delivered on 9/10/22 via Need It Now.

      The package was left by the carrier at the customer's door. We are unable to file a claim or refund the customer.

      Mr. ****'s concerns have been shared and reviewed by upper management and will not be escalated further. We consider the matter closed.

      Sincerely,
      Executive Support Office - Neiman Marcus Direct

    Neiman Marcus Company is BBB Accredited.

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