Business Profile
Department Stores
Neiman Marcus CompanyHeadquarters
Reviews
This profile includes reviews for Neiman Marcus Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.11/5 stars
Average of 161 Customer Reviews
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Review fromNikki J
Date: 01/05/2023
1 starNikki J
Date: 01/05/2023
Zero stars. I placed a large order during their Black Friday gift card with purchase deal. They were also offering 20% cash back through *******. I ordered a pricey jacket, and a number of swimsuits in different sizes to try for a holiday beach trip. ** canceled the jacket order after 4 days. It was still showing "in stock" on their site, so I called **************** to ask why. The rep placed a new order, getting approval from her supervisor to extend the same discount (including the earlier ******* cash back amount, since that deal was no longer offered). A day later, this order was automatically cancelled. When I called **************** to ask why, I was told there was no record of the special deal the last rep offered me, and that the deal was too good for them to offer. Basically, they reneged on the Black Friday offers (including the ******* discount) that they were offering, when they realized the discounts were too rich for them.
Meanwhile, none of the other items had yet been processed. I used chat and called several times over the next weeks to check, since I had this upcoming trip and didn't want things to arrive after I'd left. They wouldn't let me cancel the whole order (I tried), because it was marked "Processing". But it was almost 3 weeks until I started receiving items, in dribs and drabs. One swimsuit never came, but I got a delivery notice for it. I called immediately to report this, and a "ticket" was created. Then I left on vacation. I returned to my package, and since the swimsuits were too late for my trip, tried to return them, only to find that the "free shipping" that was offered when I placed my order now would cost me $9.95. Also, I had a NM credit card statement billing me for everything, including the lost swimsuit I'd reported. I just called to resolve all this, so I can chop my NM credit card into a million pieces and never use them again, and they said that since there was "proof of delivery" of the lost item they'd still charge meNeiman Marcus Company
Date: 01/09/2023
RE: BBB Reference # ******
Customer: ******* *******
Dear Better Business Bureau,
Please allow us the opportunity to apologize for any disappointment in the customer's shopping experience with us.
We reached out to the customer directly to apologize and resolve her concern.
Also, the customer's feedback has been shared with the appropriate department as we constantly strive to improve the shopping experience for our customers.
Thank you for allowing us to address the customer's concern.
Sincerely,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Review fromErin B.
Date: 12/29/2022
1 starI, too, would give this zero stars - but have to give at least one in order to share my horrendous, sketchy, treatment. I placed on order on 11/26, and it's over a month later and still no direct answer regarding my order. I've repeatedly reached out to customer service - in various ways - and get non-answers. I've asked for a refund 2x, after realizing they could not get the items I bought as gifts to me on time. They continue to avoid answering my inquiries even as recent as today. They've charged my card, however. It's frankly deceitful. I cannot believe a company that goes on and on about their stellar customer service is offering such incredibly poor service. Never, ever buying from them again - and am going to tell as many people possible to do the same.Review fromZatok D
Date: 12/29/2022
1 starZatok D
Date: 12/29/2022
Bunch of liars I placed an order for a price match at first all was good then 2 days later the cancel my order with no heads up. I called and they told me it's not the same product which is a lie. I even called Ferragamo and they said its the same item. *******, supervisor and manager saw its the same but are some what afraid if admitting it. Neiman Marcus shame on you guys aren't customer service oriented. Never again will I ever shop at your stores. They know I'm right but don't want to challenge the buyerNeiman Marcus Company
Date: 01/03/2023
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 will match a price shown on Vendor/ Designer websites or other major
competitor websites. The item must be an exact match and the
competitor's price is a current (not past) regular or sale price. We do not
match prices for the Vendor/ Designer or other major competitor's temporary
sales and promotions.
We are unable to price match the merchandise and therefore the order
has been cancelled.
Thank you for bringing this to our attention and allowing us to address
this concern.
Sincerely,
Executive Support Office - Neiman Marcus Direct
Review fromMort K.
Date: 12/28/2022
1 starMort K.
Date: 12/28/2022
I ordered an automatic espresso machine online for my elderly father, which showed in stock, on December 15 2022. The item could be delivered in 2 days which was great. Then it all went downhill from there. Like literally hundreds of other consumers feed back on reputable review site other than ******* my item never shipped. First a two day delay. Then an additional week delay. Then an email from the President of ** that the item would not be shipped before Christmas. Each time I called I was told the item was shipping the next day or so. It is now December 27th and still no shipping notification. Had they been honest with me initially that they were having significant issues in their ****** warehouse I could have canceled the order and just purchased the item elsewhere or locally. Neiman Marcus has surely fallen far from the top of the retail pack. Lies, lies, and then more lies and then a ridiculous 15% off coupon to use on my next purchase. Lol... there will NEVER be a next purchase from them. I will be lucky they do not cancel my order or to receive this item before next Christmas 2023. We are now on a quest to get this machine delivered and if we are successful I will consider it a huge feather in my cap! If you need a gift for someone special in your life, please consider purchasing that gift from another store that values its customers. *** Update 12-27-2023 1:33pm Well it gets even worse when I thought we were at the very bottom. A few days before Christmas, when it became evident to the customer service rep that my item would not be delivered in time for Christmas, he offered me an additional 10% discount to offset the huge inconvenience. As of now, that discount has now been removed and my item has still not been shipped. Believe it or not, there really is no bottom for Neiman Marcus customer service or customer appreciation.Neiman Marcus Company
Date: 12/29/2022
Re: customer ****** ****
Dear Better Business Bureau,
Please extend our apologies to Mr. **** for his disappointing experience. We have communicated with our fulfillment center about this shipment and we are monitoring the order.
Executive Support Specialist - Executive Offices
Neiman Marcus DirectMort K.
Date: 01/05/2023
After MULTIPLE interactions with the Neiman Marcus web site AND their customer service representatives AND the NM Executive Support team from Dec 27 2022 through January 4rth 2023, the order never shipped on any day I was told it would ship on including having the Executive Support resource monitoring and working with their shipping depot in Dallas. As of *** 5 2023, 3 weeks after purchase, it still has not shipped. It is the most amazing thing I have ever seen in the last 20 years as it relates to retail. On *** 4 2023 I asked the executive support resource to just cancel the order outright. Funny thing is that they can't ship the order NOR cancel the order once the order gets to a "processing" status. I really wanted this item for my father and I am pretty darn mad about this situation AND I also feel a bit sorry for Neiman Marcus as there is no way they can stay in business with such bad ordering/ shipping software and completely broken processes at every turn. I know of Neiman Marcus. ironically through my father, as early as the late 1960's or so and it would be a real shame to have this iconic brand close its doors for good because they can't keep return customers at this point. Maybe one day a few months from now I will receive this item and have to return it to them as I have chosen to just buy the espresso machine from another vendor. On a scale from 1 to 10 on this transaction I would give Neiman Marcus a -275.Review fromLynette S
Date: 12/27/2022
1 starLynette S
Date: 12/27/2022
I placed an online order of 2 items for the Christmas holiday, because ** promised to have the items delivered by ***** in 2 days. On the 3rd day I called ** because I hadn't received the items or an email stating the items would be late. When I spoke to a representative, I was told 1 of the items would not be processed until Friday before Christmas. I then received an email two days later notifying me the item was cancelled. After getting this email, I called and told the representative to cancel the entire order, which he stated he sent an email to the processing center to cancel the order. I then received and email from *************, President, on 12/21/22, stating if I wanted to cancel the order to click and send an email. I did this and followed up with another phone call and text to cancel said items. (This was another option they had online). After 3 attempts to cancel the order, on 12/26/22, I received another email from ** stating that one of the items will be shipped. I called customer care again to discuss this and was told that they couldn't do anything about cancelling the order and that I would just have to pay for it and send it back. After questioning the representative (****), and her supervisor (******), both out of **, I was told that just like the rest of the country ** do not have the manpower/short staffed to handled the cancellation. However, the order hadn't even been processed. My question for ** is, if you don't have the staff to handle online purchases and cancellations, why are you offering this service? Customers are really getting tired of companies using the man shortage excuse. This is supposed to be an upscale department store that I now feel like handle customers like a 5 and dime store. Oh, and I'm also waiting on someone to call me back that should have called within 2 hrs. By the way, it's been over 10 hrs. and I'm still waiting. I'm very disappointed in how the order was handled, and the level of customer service I received.Neiman Marcus Company
Date: 12/29/2022
Dear Better Business Bureau,
Thank you for taking the time to communicate to us on behalf or our customer ******* *****.
Our goal is to address our customer's feedback, to evaluate and research their concerns, and to provide the best solution available or an explanation of what occurred.
We have spoken with Ms. ***** and reached a resolution that she is satisfied with.
We thank you for allowing us the opportunity to address her concerns.
Sincerely,
Executive Support Office - Neiman Marcus DirectReview fromFY C
Date: 12/25/2022
1 starFY C
Date: 12/25/2022
I placed 5 orders with ***** 2-day delivery as Christmas gifts on 12/2/2022. The items were not marked as back order when I placed the orders and Neiman did not have any information on their site indicating shipping would be delayed. Neiman pushed out the shipment dates multiple times after the orders were placed. I called their customer services 3 times but no help was provided. One of the orders was cancelled on 12/22/2022 and one of the orders is still on its way as of 12/25/22 (it was shipped on 12/16/22 per ***** and I placed the order with 2-day delivery). It's clearly that Neiman does not have the ability or capacity to delivery holiday orders on time. I will not order holiday gifts from Neiman again in the future. If you don't want to run the risk of not having your holiday gifts delivered on time, do NOT order from Neiman Marcus.Neiman Marcus Company
Date: 01/05/2023
Dear Valued Customer,
We would like to thank you for providing comments regarding your recent shopping experience with us.
We sincerely apologize that your orders were delayed and did not make it in time for the holiday occasion.
Unfortunately, we experienced significant shipping lags this past season and these matters have since been corrected.
Thank you for shopping with us! We hope to have an opportunity to serve you in the future.Review fromRyan B
Date: 12/23/2022
1 starRyan B
Date: 12/23/2022
As many of others have noted completely shameful disgusting business. Supposed to be a high end luxury shopping experience and service. Ordered a very expensive bag to surprise my wife with. Ordered well
Ahead of their advertised order by deadline to receive for Xmas. Paid to have to shipped overnight anyway just to be extra safe. Item was in stock , 63 of them and simply never shipped and now won't be here in time. Each day customer service told me I'd get a tracking number for the next until they told me now I won't get it til after Xmas. Ruined really nice surprise I had set up for my wife before trip to Europe. Now we won't even have her Xmas gift until we're back next year in January. To make it worse get a completely out of touch email from their clueless president ************* (I'm sure just someone on his PR team) for 15% off a future purchase? Future purchase? We will never purchase from NM again. Falsely advertised order cutoff dates that I ordered before, I could have purchased somewhere else instead. I made orders from *************** Saks and Nordstrom after this order and I received all of those without issue.
NM is an embarrassment.Neiman Marcus Company
Date: 12/28/2022
RE: BBB REF #: ******
Customer: **** *********
Dear Better Business Bureau,
Please allow us this opportunity to sincerely apologize for any frustration caused in the customer's shopping experiences with us.
It is our goal to provide our customers with a seamless shopping experience, so hearing that one of our customers did not receive the type of service we strive to offer is very disappointing.
We are experiencing unexpected shipping delays for our online orders and for some store orders. Our team is working diligently to resolve this concern as soon as possible. Please be assured this is not typical of the service we strive to offer our customers.
The customer's order shipped via FedEx on December 23, 2022, next day delivery; however, per tracking, there is a pending delivery date due to inclement weather conditions (ice).
To express our apology, we removed the expedited shipping fee.
In addition, a percentage was also issued off the merchandise as a credit to the original form of payment on the order. .
Thank you for bringing this to our attention and allowing us to address our customer's concern.
Sincerely,
Executive Support Specialist - Executive Offices
Neiman Marcus Direct
Ryan B
Date: 01/08/2023
The item was ultimately returned by us as we received it long after the holiday. But also, to make matters worse or the entire review....the item which was a $3K YSL purse for my wife arrived half wrapped in tissue paper and not even fully protected in a regular cardboard shipping box. It wasn't boxed in its ysl box, nor did it even come with the dust bag it should have arrived with. The bag itself was only partially even wrapped w tissue paper so the leather bag was exposed to all shipping conditions and being rubbed against sides of cardboard box.
For whah is supposed to be a luxury store with luxury product I am beyond embarrassed for NM. I receive products that's re $50 from Amazon on far far better condition and packaging. The way this $3K bag was sent is an absolute appalling joke and those who I have shown are absolutely shocked it would have been sent this way.
I can't imagine us finding a reason we would shop with NM ever again
Even the mentioned above concessions only happened after Multiple hours of phone calls and at first being charged for further expedited shipping and being offered a discount that couldn't even be applied to this product. Then being offered very little. I had to press very hard to get the concessions above...Review fromNgoc G
Date: 12/22/2022
1 starNgoc G
Date: 12/22/2022
One of the worse ran company ever. We ordered some UGGs for my mother in law on December 1st of 2022 and after receiving the shipping confirmation it said it would not be delivered till December of 2023. We called 4x within the next 3 weeks to get it cancel and each time we they said they would escalate it directly with the supervisor to get it taken care of because they kept putting a hold on our card. We continued to call and they said they said the charge would be taken off of our card in 24 hours. The next day we got get a email saying it's out for delivery, we than called saying we called multiple times to cancel the order, to which they called and said that it is out for delivery and there's nothing they can do about it. They said for us to get a refund we would have to return the item. I informed them that was unacceptable because it was not our fault as we tried cancelling the order right away and again not our fault for the glitch in there system. So, now we they are putting the responsibility on us to return the package to get a refund. Why should we have to do anything at all when it was their mistake. What a sham of a company.Neiman Marcus Company
Date: 12/29/2022
RE: BBB Reference #******
Customer: **** *****
Dear Better Business Bureau,
Please allow us the opportunity to apologize for any disappointment in the customer's shopping experience with us.
It is our goal to provide our customers with a seamless shopping experience, so hearing that one of our customers did not receive the type of service we strive to offer is very disappointing.
We reached out to the customer directly to apologize.
Also, a credit for the return has been issued on December 28, 2022, to the original form of payment on the order.
The posting of the credit depends on the policies of the customer's bank for such transactions.
Thank you for allowing us to address the customer's concern.
Sincerely,
Executive Support Specialist- Executive Offices
Neiman Marcus DirectReview fromTiffany G
Date: 12/22/2022
1 starTiffany G
Date: 12/22/2022
Last week I made an order using a gift card and today Neiman Marcus canceled my order without my knowledge because it "wouldn't arrive on time." They never asked if I wanted to cancel or if I would be ok with a later delivery (I would have been); they just unilaterally canceled. I called to ask if they could maintain my order and was told I had the option of reordering two of the three items using a credit card while they send me a new gift card. Ordering with my own credit card would completely defeat the purpose of using a gift card in the first place. (Also, all three of my canceled items are still available on their website, so I have no idea why I was told I could only reorder two of the three.) They are supposedly sending me a new gift card in the amount of the now canceled items but they have not sent the requested email confirming this. I have zero faith that a refund will arrive. I do not have a tracking number for the gift card or even an email saying one has or will be sent. I also used a credit card to pay for a small portion of the original transaction and there was no mention of whether that portion would be refunded to meh card. I am appalled that such a supposedly high end store operates this way, and I feel bad for the family member who spent good money to give us a generous gift card we might never be able to actually use. I have sent multiple electronic requests for written verification that a refund will be sent, how and when it will be sent, and the amount I will receive. All Neiman Marcus has done is resend the cancellation email.Neiman Marcus Company
Date: 12/28/2022
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 customers' feedback, to evaluate and research
their concerns, and to provide the best solution available or an explanation
of what occurred.
Please accept our sincerest apologies for any disappointment that may have
resulted with the customer's shopping experience.
All items online and in our catalogs are advertised in good faith. Certain items
on the order were not able to deliver in time for the Holidays, therefore, the
items were cancelled.
A refund check in the amount of $ 228.81 will be sent to the customer for the
amount that was not used on the gift card. The refund check will be sent via
USPS within 10-14 business days.
We take each of our customers' concerns seriously and regret not meeting Ms.
Gardner's expectations on this occasion. Please be assured that we have
shared the customer's comments with the appropriate departments; as we are
continuously reviewing our customers' 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 the customer better in the future.
Sincerely,
Executive Support Office - Neiman Marcus Direct
Review fromRelly T
Date: 12/20/2022
3 starsRelly T
Date: 12/20/2022
I have been in store. The customer service is good. Online is horrible. Orderd a versace robe for my brother in-law on 12/15/22. Paid for over night shipping.. **** near a week later its still processing. My problem..is if its not at the warehouse or it will take longer why offer overnight shipping? **** near 90% of these complaints day the same thing. I got an email on 12/19/22 saying it will be delivered on approximately 12/20/22 but they gave me no tracking number? How does that work. Now it says I will have it on 1/6/23.. **** near 3 weeks later. If that was the case I would of ordered from saks 5th. Horrible shipping. Just bad. To their credit though they did refund me the over night shipping money. Like I said if you go inside they are amazing . They just need to address this shipping stuff other wise people will go other places.Neiman Marcus Company
Date: 12/22/2022
RE: BBB Ref: #******
Customer: ****** *********
Dear Better Business Bureau,
Please allow us this opportunity to apologize for any disappointment in the customer's shopping experiences with us.
It is our goal to provide our customers with a seamless shopping experience, so hearing that one of our customers did not receive the type of service we strive to offer is very disappointing.
Currently, we are experiencing unexpected shipping delays for our online orders and for some store orders. Our team is working diligently to resolve this concern as soon as possible. This is not typical of the service we strive to offer our customers.
Our records indicate that the customer's order in question has shipped via FedEx with an estimated delivery date of December 23, 2022.
Thank you for bringing this to our attention and allowing us to address our customer's concern.
Sincerely,
Executive Support Specialist - Executive Offices
Neiman Marcus Direct
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