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

927 total complaints in the last 3 years.
286 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:09/17/2022
Type:Delivery 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 ************************* bracelet, order number WN *********, as a gift for my sister from the on line Neiman Marcus website on Sept 7th. I was told it was in stock. I received information that it would arrive on Sept 12th. When it did not arrive, I called the ** ***** number. Was told they were sorry. Given a 15% reduction in price and an offer to overnight it for delivery the next day as now the gift was delayed so it would arrive on Sept 13. When it did not arrive on Sept 13 I called and the agent apologized again and gave me a $25 reduction on price and said it would now arrive on Sept 14. Once again it did not arrive and I was given another 15% off and now it it supposed to arrive on Sept 20th. This is odd and suspicious behavior. SoI did some research on line and it seems there are many customers that are getting the same delay tactics as I am. And that their orders end up being cancelled. I believe these are illegal and deceptive sales practices. I want my merchandise or I want a coupon that gives me the same item for the price my bracelet has been reduced to for the delays and aggravation I've gone through so I can purchase this item at the bricks and mortar ** store. The bracelet is now reduced to $105.05 shipped to ********. Item # **S21_Y5VD1 Eat
Business Response
Date: 09/20/2022
BBB Complaint
Re: Case # ********
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 disappointment that *** have been a result of ******************************* recent shopping experience.
******************************* order is being shipped today by ***** Priority Overnight Shipping.
This means the order will be delivered tomorrow before noon.
The tracking number is ************. Once the item is received at the ***** Hub the tracking number will be scanned and *************************** will be able to track the order on *****' website later today.
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:09/14/2022
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 with Neiman Marcus via their website on August 26,2022. (Order #WNXXXXXXXXXXX) I received an email from Neiman Marcus confirming the order with additional detail of "Delivery Signature Required". I felt safe and comfortable seeing that. Well, long story short FedEx dropped a pair of 600$ jeans off at my front door without getting ANY signature. Low and behold the package was missing within a few hours of me coming home to retrieve the package. I checked in with all my neighbors in my building, I couldn't locate the package. I called Neiman Marcus and made them aware of the situation and the lady on the phone went on to say that the Delivery signature required is not on their behalf its on FedEx's behalf. Well, according to the confirmation email, Neiman Marcus clearly indicated that a signature was required for a delivery to be completed. When I informed the lady of that she went on too say she will re open the claim to obtain proof of delivery. You can obtain proof of delivery by entering the tracking number on the FedEx website. This shows they did not snag a signature from ME or ANYBODY at the building to receive the package. Ultimately I never received the package and haven't heard back from Neiman Marcus. I've been constantly calling and never getting through. It is in the best interest of the company to keep trust in their customers. Whether FedEx or Neiman Marcus is responsible that is beyond me, I paid for merchandise and never received it. Special instructions were incurred by the merchant themselves, they were not followed and of course I didn't receive the package. If a buyer orders something online, clear instructions were agreed upon with the merchant and buyer, and the instructions were not followed ultimately resulting in the buyer not receiving the goods. Then the buyer should be refunded immediately. If I dispute it through my credit card it will be refunded immediately .
Business Response
Date: 11/18/2022
Business Response /* (1000, 5, 2022/09/28) */
RE: Ref # XXXXXXXX
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 28, 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:09/13/2022
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 returned a pair of designer sneakers 2 months ago purchased online at Bergdorf Goodman. I have ***** proof and email **nfirmation they received the return. I noticed My credit card was never refunded $616.73. So I have called them and *********** credit ** numerous times. I told them they never refunded me. They all **nfirm they have the product back. However, They all keep telling me they are refunding me. Unfortunately each time I look the charge is still there accruing interest. NO REFUND yet I have a recent email stating my card was refunded on 9/7/22. I closed the new credit card recently as a result of this nonsense and lack of resolution. The customer service staff and managers are the worst I've ever seen.. for a company selling luxury merchandise. They kept me on hold for 17min today and never checked back in. I don't know what type of SCAM ARTISTS this company is. But if I can't get Corporates Attention thru this **mplaint. I'm filing legal actions. They have not assisted me in resolving the online disputes. They did a charge back instead of a refund. This is causing me great stress and aggravation. I will never ever do business with this Despicable company again.
Business Response
Date: 09/28/2022
RE: Case # ********

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

Dear Better Business Bureau,

Thank you for taking the time to communicate to 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 09/13/22.

We consider this to be a closed matter.

Regards,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Initial Complaint
Date:09/13/2022
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 ordered a 2 piece swimsuit from Neiman Marcus. One of the pieces they shipped me was 2 sizes smaller than what I ordered. I packed the item back up and use their return label as directed 8 days into a 30 day return window. Them shipped me the item FedEx with 2 day shipping. The return label they provided was also FedEx so I had every expectation that it would arrive back in just a few days, well within their return window. However, they used the slowest possible ground speed to return the package from Hawaii which takes 4-5 weeks (2 weeks alone to cross the ocean by boat). In my case, it took about 32 days of transit time, so they immediately packed the items back up & sent them back to me saying I violated their return policy & returned the items "late."
I thought for sure that they would see the facts and realize their mistake and make things right, but no I've reached out to them repeatedly and each time they either dig in and still insisted that I did not follow their return policy (even though I used their shipping label as directed and sent the items back one week into a 30 day return policy) or they just don't respond.
I disputed this with my credit card company and Neiman Marcus is now fighting the dispute and still trying to leave me stuck with a swimsuit that is 2 sizes too small when they could absolutely resell the item but I can NEVER wear it because they sent me the WRONG item.
They are behaving horribly as a company and this feels like discriminatory policy against Hawaiians as I've now spoken to several other people in Hawaii who this has happened to ONLY with Neiman Marcus NO other retailers are doing this to Hawaiians. ALL other companies go by the date you SHIPPED the item (not by the date they received it back).
Obviously I will NEVER shop with this company again but I would sincerely appreciate help in resolving this.
Business Response
Date: 11/08/2022
Business Response /* (1000, 5, 2022/09/22) */
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 this 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.

Our records indicate that a credit has been issued for the return to the original form of payment on the order on September 21, 2022. 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.

Sincerely,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct

Consumer Response /* (2000, 7, 2022/09/26) */
Thank you very much for your help in this matter. Before I engaged BBB, the merchant had failed for months to issue a refund for items that were returned well within the return window, one of which was the wrong item and not what I ordered. Once BBB was involved, the merchant promptly provided a refund. As far as I'm concerned, this matter is now resolved. Many thanks BBB!
Initial Complaint
Date:09/13/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an item from Neiman Marcus on 08/28/22. On 09/05/22, I received a full charge for the order but only part of the order. It is 09/13/22, and I still do not have a complete order (but I do have a charge for a complete one). My numerous contacts with Neiman Marcus ************** by telephone and email, are a total failure-Neiman Marcus blames ***** (their delivery service) for the delivery failure. Each time I go online to access the status of my order, I see that Neiman Marcus offers my item for one price but consistently pops up a similar one for the much higher price. Does this mean that a one-time high-quality store is now becoming a scam-operated online one?
Customer Answer
Date: 09/14/2022
Thank you for your assistance. Neiman Marcus has responded today, 09/14/22, by delivering the item. Please close case #********.
Again,
Thank You,
***********************, ********************
Business Response
Date: 09/15/2022
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 delivery of the customer's order.

The item was damaged in transit and unable to be delivered by the carrier. A credit in the amount
of $ ***** was issued to the customer on 9/7/22.
The replacement item has been delivered on 9/14/22.

We take each of our customer's concerns seriously and regret not meeting ****************** expectations
on this occasion. We appreciate the customer's
comments; as we are continuously reviewing our customers shopping experiences and processes to better service our customers.

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

Sincerely,
Executive **************** Neiman Marcus Direct
Initial Complaint
Date:09/11/2022
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 brand new belt from Neiman Marcus on 8/2/2022. I received it in the main and it was used. I returned it to exchange it for a new belt. When I received the replacement, it was the wrong belt. After multiple calls and 3 hours spent across waiting 5 weeks, I have no resolution. They don't want to send a replacement belt.
Business Response
Date: 09/20/2022
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 disappointment that *** have resulted with
the condition of the belt and the delivery of
the replacement belt.

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 have researched the customer's concern and
there *** have been an inventory stock issue.
************************ *** place a new order and we will
do everything possible to get the correct belt.

************************ was given a credit for the replacement belt which was sent in error, in anticipation of returning the item. To avoid being recharged, the customer will need to return the belt.

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 to the appropriate departments; as we are continuously reviewing our customers shopping experiences and processes
to better service our customers.

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

Sincerely,
Executive **************** Neiman Marcus Direct
Customer Answer
Date: 09/20/2022
***Document Attached***
This is correspondence between Neiman Marcus and *************************, the daughter of *******************************, assisting him with resolving the issue. They are unwilling to cooperate. Their solution is for us to return the belt if we want a refund and we can just reorder the belt. The issue is, we've ordered the belt twice and it came on incorrectly. The first time it was used and the second time it was the wrong belt. This needs to be made right and they are unwilling to do anything but take back the incorrect belt. They won't even help us get the correct belt.
See Attachment/File: ******************* Email.pdf
Customer Answer
Date: 09/21/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
They didn't respond with anything. They provided no resolution other than for the belt to be returned or they will charge for it again. It seems they are not willing to take any actions to correct the issue. Send the belt that was ordered or we will need to involve consumer protection attorneys.
Customer Answer
Date: 09/22/2022
Neiman Marcus said a credit has been issued. This is not the truth. No credit has been issued at all for the incorrect belt.
Business Response
Date: 09/28/2022
Dear Better Business Bureau,

Thank you for providing the customer's response.

We have communicated to the customer that the belt would need to be returned to maintain the credit that was given on 9/11/22.

We offered to assist the customer with a new order for the belt, however the customer has not placed an order at this time.

We feel this to be a closed matter.

Sincerely,
Executive **************** Neiman Marcus Direct
Customer Answer
Date: 10/07/2022
This is incorrect. They did not issue a credit for the incorrect belt and have not attempted to assist with correcting this. They told me I would need to reorder the belt by calling a different number and the belt would actually cost more this time. They also said they could not guarantee I would get the correct belt this time and were not willing to ship any faster than 2 weeks. They have not beeen willing to help with this at all. Their response was, "you will have to reorder it, but if you don't send the one you have back we will charge you additionally for it as well". I feel like they are treating me as if I am to blame. BBB should not close this claim. This has not been resolved and Neiman Marcus treats their customers horribly.
Business Response
Date: 10/13/2022
Dear Better Business Bureau,

Thank you for providing the customer's response.

The customer was given credit on 9/11/22 in the amount of $ ****** for the belt in anticipation
of the return. We have researched our records
and the belt has been returned and processed on 10/12/22.

************************ may place a new order on the employee line, 877-MPL-OYEE *************). Any eligible sale or retired employee discount will apply. No additional discounts will be offered.

We feel this to be a closed matter.

Sincerely,
Executive **************** Neiman Marcus Direct
Customer Answer
Date: 10/14/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Neiman Marcus continues to demonstrate a low level of service. They have refused to offer any kind of appropriate solution.
The only thing they are willing to "provide" in response to our headache is the ability to call and place another order. How can they expect us to make another order with them when this is how we are treated when an issue arises? If we were to make another order, they won't guarantee we will receive the correct belt, or offer any faster delivery. This is the same poor customer service we received in the first place. How can they expect this issue to be closed when all they did was accept a return? Times have changed now. It's expected for a company to accept a return especially when the item was returned because of an issue on the company's part. Neiman Marcus is a long standing retail store seeming to operate in the luxury space, but this experience has been far from luxury. Their response "we believe this to be a closed matter" just demonstrates that they could care less about making reparations to a customer that has had a negative experience multiple times. It seems Neiman Marcus refuses to do anything to make this right. They aren't offering a solution, it's a dismissal.
Business Response
Date: 10/19/2022

Dear Better Business Bureau,

Thank you for providing the customer's response.

The customer was given credit on 9/11/22 in the amount of $ ****** for the belt in anticipation
of the return. We have researched our records
and the belt has been returned and processed on 10/12/22.

************************ may place a new order on the employee line, 877-MPL-OYEE *************). Any eligible sale or retired employee discount will apply. No additional discounts will be offered.

We feel this to be a closed matter.

Sincerely,
Executive **************** Neiman Marcus Direct
Customer Answer
Date: 10/20/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have ordered this belt twice and it has been wrong both times. Both times they made me send the belt back and offered no real resolution. At this point they are only "offering" to let me order the belt again. This should never happen. Customers don't deserve to be treated this way. I shouldn't be doing quality control on their behalf and spending my time repackaging and resending incorrect items. Neiman Marcus was given plenty of opportunities to make this right and they have not. It seems like they are not willing to. Where do we go from here? Consumer complaint with the ftc?
Business Response
Date: 10/25/2022
Dear Better Business Bureau,

We have given our final response. We consider this matter closed.

Sincerely,
Executive **************** Neiman Marcus Direct
Customer Answer
Date: 10/26/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been no offer to resolve this issue. I still don't have the correct belt I ordered. Now I actually don't have any belt at all. There are consumer protection laws protecting this type of treatment in America. I've battled with this for far too long and had to take time out of my day to mail back 2 incorrect belts. Now they are not even willing to correct their mistakes. They just want me to reorder the belt which is now at a higher price and won't even honor the previous price. Something must be done.
Business Response
Date: 11/02/2022
We have issued credit for the return of the belt and have offered several times to assist
the customer with replacing the item.

************************ is requesting additional compensation outside of the eligible sale or retired
employee discount, which we are unable to provide per our policy. The customer has been
contacted previously and advised of this.

We are unable to communicate any further on this concern. We are asking for the Better
Business Bureau to please close this case.
Initial Complaint
Date:09/11/2022
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 or around 11/05/2021, I ordered a Mens Wallet. The wallet was not as advertised, and I requested a refund, but I have not received it. The item was falsely advertised yet the Neiman Marcus has failed to take accountability and has charged me for an item that I did not order.
Business Response
Date: 09/21/2022
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, we are unable to issue credit for the items on the order.

Due to the discrepancy in the color of the item, return labels were sent to the customer in a timely manner to return the merchandise for credit to be issued. The items have not been returned.

The timeframe to return merchandise is within 30 days of receipt. The order in question was placed October 2021.

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

Sincerely,
Executive Support Specialist - Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 09/22/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The item I received was not the item that was described on the website. I was informed that it was the merchants error, and that I would receive the correct item. However, the merchant did ship the item that was described on the website. This is false advertisement and misleading. Therefore, a full refund is being requested. I hope to resolve this issue with out legal action.

I ordered the Mens Perforated Wallet and was sent the Cash SQ Fold Wallet.

The merchant displayed misleading illustrations of the item on their website, and is unwilling to take accountability of their actions which has caused a great deal of lost time and distress on my end.
See Attachment/File: F2DF98B7-FF24-4BB3-96A1-2A2F713BE0D3.jpeg
Customer Answer
Date: 09/22/2022
I want to be clear that the discrepancy was not due to the color of the item. The discrepancy was due to the item being falsely advertised and misleading to the consumer.

Business Response
Date: 09/23/2022
RE: Case #********
Customer: *********************************

Dear Better Business Bureau,

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

Due to the additional information provided by the customer, we will accept the return of the merchandise, in this instance. Credit will be issued upon our receipt and processing of the returned merchandise.

To accommodate the customer with returning the merchandise, we have sent a ***** label to the customer via the email provided to the **********************.

All returned merchandise must be unworn, undamaged, and in sellable condition with original tags and original product packaging.

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

Regards,
Executive **************** Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 09/27/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I will be returning the item on 9/28/2022. However, I am very disappointed in the level of customer service that I have received. You will lose a customer over a $500 Wallet.
Initial Complaint
Date:09/10/2022
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 spoke with several people from Neiman Marcus regarding my experience. I placed an order for a Balenciaga child's shoe and never received my order. I called in regarding this and was told that I was being refunded back to my original form of payment in 3-5 business days. I called in after the 5 business days to see why I hadn't received my refund and the lady told me that they would try again within ***** hrs. After this I called in again & was told 3-5 business days for them to try again. I decided to call again because I was told different information on 2 different occasions so now I didn't know what to believe. I called again today and spoke with a gentleman who informed me I would be receiving a gift card or a check which I told was unacceptable because I didn't pay by check. I asked him to xfer me to a supervisor who was VERY RUDE. Talking over me , no sympathy/empathy, compassion given towards the customer who then hung up on me. Her name was ******** then called back to the call center and asked to speak to a supervisor and they xfer me to the supervisor which was the same lady *** A. Very rude , laughing in my ear , placed me on hold in the middle of me talking , and just out right didn't care. Still no resolution and will never ever be shopping with Neiman Marcus again. What a horrible experience & just want my money back!
Business Response
Date: 09/23/2022
RE: Case # ********
Customer: *******************************

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

Thank you for taking the time to communicate to 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 09/22/22.

We consider this to be a closed matter.

Regards,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Initial Complaint
Date:09/09/2022
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 cancelled order WNXXXXXXXXXXX because the company never shipped the item. I used PayPal. They still have not taken off the authorization for $364.75. It's been over a week of phone calls and e-mail. I still do not have my $364.75 back.
Business Response
Date: 11/03/2022
Business Response /* (1000, 5, 2022/09/12) */
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.

After reviewing the customer's concern, there was an order # WBXXXXXXXXXX placed on 9/1/22 for the shoe in a size 10D. The order was cancelled on
9/8/22 because the size was no longer available. This is possibly the email Mr. Taylor received.

Mr. Taylor's order # WBXXXXXXXXXX has shipped and been confirmed delivered on 9/10/22 via FedEx, tracking # XXXXXXXXXXXX. Please be advise that items which ship from our store may incur a slight delay.

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

Thank you for bring this to our attention. We hope to have an opportunity to serve Mr. Taylor's better in the future.

Sincerely,
Executive Support Office - Neiman Marcus Direct
Initial Complaint
Date:09/08/2022
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.
ORDER: WBXXXXXXXXXXI placed an order for a pair of shoes, for $475.00 on the seller's website- they were shown as in-stock and to be received in 3-5 days, on 9/1/22, on 9/3 I contacted customer service because I had not received a shipment verification- I was told that there was a complication shipping direct from a store, and that there was no guaranteed shipping timeline... the customer service rep. assured me that they had put a note on the item and it would be shipped ASAP, I received an email on 9/6/22 that the order had been cancelled, I contacted customer service again for status on 9/6/22, via their text system, and was repeatedly forwarded to different customer service reps, without receiving any order status update- or confirmation as to whether the order was cancelled and whether a refund was being processed. On 9/6/22 I spoke to a customer service rep. via email who assured me that the order was not cancelled and being processed- that the shipping label was printed, but that it would not be received until at earliest the 13th- I responded that I wanted to cancel the order, and received no reply. On 9/7/22 I called customer service and waited on the phone for 10 minutes only to speak to a customer service rep. who stated that she was unable to cancel the order, but would submit a cancellation request that would take 24-48hrs to process... As of today BG has given me no verification of order status and has failed despite two requests, to cancel the order and provide a refund. As reflected in comments I see online, BG has terrible customer service for a luxury retailer. I want the order cancelled and my refund processed on 9/8/22; a unguaranteed two week delivery time for a purchase listed as 3-5 days delivery is unacceptable, especially given that it was being shipped from their own retail location domestically.
Business Response
Date: 11/10/2022
Business Response /* (1000, 5, 2022/09/21) */
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.

After reviewing the customer's concern, there was an order # WBXXXXXXXXXX placed on 9/1/22 for the shoe in a size 10D. The order was cancelled on
9/8/22 because the size was no longer available. This is possibly the email Mr. ****** received.

Mr. ******'s order # WBXXXXXXXXXX has shipped and been confirmed delivered on 9/10/22 via FedEx, tracking # XXXXXXXXXXXX. Please be advise that items which ship from our store may incur a slight delay.

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

Thank you for bring this to our attention. We hope to have an opportunity to serve Mr. ******'s better in the future.

Sincerely,
Executive Support Office - Neiman Marcus Direct

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