Additional Complaint Information
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
A pair of Fendi denim slides were recently purchased from Neiman Marcus, KOP.The slides are defective. The Fendi slides were returned to Neiman Marcus KOP.They were then sent via mail back to me:(The item is defective and a full refund is allowable as they were returned before 30 days!Business response
10/17/2024
RE: BBB COMPLAINT ID: ********
Customer: Ms. ******* SCOTT
Dear Better Business Bureau,
Thank you for taking the time to communicate with us on behalf of our customer,
Ms. ******* *****.
Please allow us this opportunity to apologize for any frustration that may have been caused regarding the denied return of the Fendi Slides.
Our goal is to address our customers feedback, evaluate and research their concern, and provide the best solution available.
The Fendi Slides were purchased in our King of Prussia store.
The return of the merchandise has been and remains denied due to the merchandise has been worn and is no longer sellable although the Slides were returned within the acceptable timeframe.
Our return policy includes that returned merchandise must be unworn and in sellable condition.
When the customer went to the store to return the Slides to us recently, we suggested to allow us to send the Slides to our ********************** for cleaning and refurbishing since we are unable to accept the return of the merchandise.
Currently, we are proceeding with this alternative.
This process can take a few weeks sometimes to be completed. Upon completion, we will return the Slides to the customer. This has been explained to the customer ************************.
Thank you for allowing us to address the customers concern.
Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus DirectInitial Complaint
10/11/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
There was a glitch in the website and sent me the incorrect size shoe. I called to explain what happened and I was told I was out of my return. I didn't notice until I was going to wear the shoe that it was the incorrect size. I explained I didn't want a refund just to exchange for the correct size. I've tried to reach out to their corporate office and can't get the phone number to find a resolution. This is a $900.00 pair of unworn shoes that I just want to exchange for the proper size.Business response
10/16/2024
Dear Better Business Bureau,
Thank you for taking the time to communicate to us on behalf of our
customer Elzadia Calloway.
We are terribly sorry for any frustration that may have resulted from
Ms. Calloway's recent shopping experience.
At Neiman Marcus, we respect and value every customer. Because trust
is important to us; we want our customers to be completely happy with
every purchase.
Returns are accepted within 30 days of receipt. As an exception on this
occasion, we will accept the return of the shoes from order # WN00005065201
if the item is unworn, undamaged, saleable, with original tags and packaging
(if applicable).
We are requesting a return label to be sent to the customer's email address
that was provided on the order.
Thank you for bringing this to our attention and allowing us to address the
customer's concern.
Sincerely,
Executive Support Office - Neiman Marcus DirectCustomer response
10/17/2024
I have reviewed the business’ response and accept this resolution.Initial Complaint
10/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
. The package was shipped via *****, but unfortunately, it was delivered to an incorrect address. The proof of delivery photo provided by ***** clearly shows a location that is not my residence or leasing office.I contacted your customer service team to address this issue, but I was disappointed by the lack of assistance I received. I kindly request that Neiman Marcus take responsibility for resolving this matter, as I have not received the items I purchased.Business response
10/17/2024
RE: Case #********
Customer: ******* Kinard
Dear Better Business Bureau,
Thank you for taking the time to communicate with us on behalf of our customer, ******* ******.
Please allow us the opportunity to apologize for any frustration that may have been caused during the customers shopping experience with us.
We have researched the customers' concerns with the Logistics Team and *** Ex and have determined that the claim will be paid.
The claim was processed on October 17, 2024.The customer can expect to receive their credit in 5-7 business days.
We apologize that the customer did not receive their package.
Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus DirectInitial Complaint
10/05/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I went online looking for something completely different when i see that Neiman Marcus has Maidson ******* ******** regular $475 and was on sale for $155 i was unable to get the price once I subscribed i called and i was hanged on the first time when i asked the second time i was told the they dont honor on ****** advertisement. Thats is false advertisement.Business response
10/16/2024
Re:BBB Case # ********
Customer:******* ****-******
Dear **********************,
Please allow us the opportunity to apologize for any disappointment in the customers 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.
The customer has been contacted ************************ to inform that we do not offer price matching with ****** search results.
In addition, we advised the customer that Maison ******* ********* APOM ************* is available in the 1.1 oz size for $155.00 on the Neiman Marcus website.
Thank you for bringing this to our attention.
Regards,
Executive Support Specialist - Executive Offices
Neiman Marcus DirectInitial Complaint
09/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased the small purse on June 21, 2024. When it arrived, it was clearly dirty and not new. Although it was on sale, the website did not indicate that it was used. I took photos of the item on June 28, 2024, when I received it, and sent it back immediately. They received the return on July 12 and sent it back to me around August 13 or 14. I disputed this again and returned it. Today, September 30, I received the item again, along with a note. I am attaching the photos I took on June 21 and today for comparison. Given the timeline, its clear I wouldnt have used the item and made it dirty in such a short period.This is fraud. I already spent $35 to send this item. and had to be on the phone with my credit card company about this dispute. I provided all the photos I took - both 6/21 and 9/30 to my credit card company to compare the item.Business response
10/08/2024
Dear Better Business Bureau,
Thank you for taking the time to communicate to us on behalf of our
customer ****** ****.
We are terribly sorry for any frustration that may have resulted from Ms.
Liew's recent shopping experience.
We are requesting a return label to be sent to the customer to the email
address that was provided on the order to return the merchandise.
We take each of our customer's concerns seriously and regret not meeting
her expectations on this occasion. Thank you for bring this to our attention
and allowing us to address this concern.
Sincerely,
Executive **************** Neiman Marcus DirectCustomer response
10/08/2024
I have reviewed the business response and accept this resolution.
I will wait for the return label and ship it back to them. I will keep you updated once I get my refund. Thanks.
Initial Complaint
09/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I made a purchase of Celine ******** sunglasses on September 2024. I thought Neiman Marcus was a high end, trusting company providing REAL luxury products. To my surprise, I paid ****** dollars, which is the original price of the sunglasses, for FAKE Celine *********** Upon delivery, I opened my package, and to my dismay the first clue that gave it away was the sunglass pouch. It was black and cheap, not the tan leather pouch they originally come with. Next, the sunglasses were tiny, and the glass lense was actually plastic. The sunglasses were very light weight, wiggly nose rest, and seeing through them made my view cloudy. I was so disappointed!!! You can tell right off the bat they were knock offs. I tried them on in a different physical store, and the difference in quality was immense. I contacted them, and they didnt even apologize, they told me I had to wait for a refund, until I return their product. Which, I would have completely understood if I didnt pay FULL price for a FAKE pair of *********** How is this business allowed to do such practices being considered a luxury store? And even worse, how many people have they fooled thinking they have original luxury items, and having payed full price? Something has to be done, this is unacceptable.Business response
10/07/2024
RE: Case #22351850
Customer: Leslie Lopez
Dear Better Business Bureau,
Thank you for taking the time to communicate with us on behalf of our customer, Leslie Lopez.
Please allow us the opportunity to apologize for any frustration that may have been caused during the customer’s shopping experience with us.
We have researched the customers' concerns with the buying teams and our internal Quality Assurance department. We are certain that the merchandise that was shipped to the customer is authentic.
Our customer mentioned that the order arrived without the designer sleeve. We are aware that, in rare situations, the designer sleeve is not available or deemed damaged. The fulfillment team chooses not to ship the item to the customer and sends a comparable item.
We apologize that we did not meet the customers' expectations during their most recent shopping experience with us and have confirmed that the merchandise is being returned.
Once it is received, we will process a refund within 3-5 business days, however, we encourage the customer to contact AFFIRM to determine the time frame for the credit to be reflected in their account.
Sincerely,
Executive Support Specialist – Executive Offices
Neiman Marcus DirectInitial Complaint
09/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On July 2024 I purchased a pair of boots for my friends birthday. She had some issues in the family in the meantime, plus living in ******* You dont wear boots in July and now when she tried the boots, theyre a little tight and she thought maybe the next size will do. Please keep in mind she never own ********* ********* and they are famous for hurting the feet.I called customer service, I talked to a manager ****** (very rude), I went to the store asking for an exchange or store credit so my friend can get herself something else. I was denied both Because it has been over 60 days. Even though the item its brand new, never worn ,their reply (aka ******)was she should have known in July if they fit or not. I am appalled by the company right now and their customer service. I am in total shock and stuck with $1300 pair of shoes. I am not even asking for refund but store credit and they treat customers like this!!!!They should Be Ashamed!!Business response
10/11/2024
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 customers did not receive the type of service we strive to offer is genuinely disappointing.
Returns and exchanges will gladly be accepted within 30 days of receipt, with the exception of CHANEL handbags, accessories, apparel, and shoes which are eligible for returns within 14 days of purchase and exchange within 30 days.
Returned merchandise should be in the same condition as when you received it, unworn, undamaged, saleable, with original tags and packaging (if applicable).
Due to the timeframe of the return request being outside of our return policy, we are unable to process the requested return for the order ending in #****.
Please feel free to review our return policy. ******************************************************************
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 DirectInitial Complaint
09/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed an online order on or around August 8, 2024 for Mother of Pearl ****** I received a package from ****** Marcus on August 13, 2024 but, upon opening it up, saw that I had been sent a pair of American Flag Cufflinks. I immediately called the ****** Marcus help line and reported the issue and they said they would send a replacement pair and subsequently emailed me a return label for the wrong items. The customer service representative processed a new order for the replacement pair of studs and I sent the incorrect cufflinks to the address on the return label. On or around September 21, 2024, I received the cufflinks from ****** Marcus again, claiming that "this merchandise is not ours...therefore, we are returning the merchandise to you..." I called ****** Marcus and spoke with a woman named ***** who said that ****** Marcus does not sell American Flag Cufflinks and that they would only be able to process the return if I sent the Mother of Pearl ****** However, I never received those studs and am therefore unable to return them. ****** Marcus is now charging me for an item I never received. They are refusing to accept the return of the item which I was sent, apparently the only way for them to process the return. I am asking for a refund of the $60 to ensure that I am not double charged for a set of studs which I only received once.Business response
09/24/2024
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 caused during the customers shopping experience with us.
Our goal is to address our customers feedback, evaluate and research their concern, and provide the best solution available.
Mr. **** ***** was refunded in the amount of $59.88 on 9/21/24 back to MC on the order # ending in 5244.
The time is takes for the funds to be available depends on the policy of the financial institution.
Thank you for bringing this to our attention and allowing us to address our customer's concern.
Sincerely,
Executive Support Specialist - Executive Offices
Neiman Marcus DirectCustomer response
09/30/2024
I have reviewed the business response and accept this resolution.Initial Complaint
09/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
My order qualifies for a promotional gift card ($ 125) The order e-mail said that the gift card will be emailed to my e-mail address in approximately 8 weeks. I was waiting for the gift card but never arrived. I called the customer service today and they told me that my gift card was expired and there is nothing they can do.Business response
09/30/2024
Re: ****** Flesner
BBB Case ID ********
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 their concerns. We have researched, addressed, and shared our findings directly with the customer.
The order was placed in April and virtual gift card awards were deployed to the customers email in June.
We have requested that the gift card be reinstated, however, since it expired more than 90 days (about 3 months), the request was denied.
As a gesture of goodwill, we have issued a $ ***** credit to the customers form of payment used on the order.
An email confirmation of the credit has been sent as well.
We consider this a closed matter.
Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus DirectInitial Complaint
09/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I told them I did not receive the product and they wont refund meBusiness response
09/27/2024
Re:BBB Case # ********
Customer:****** **********
Dear **********************,
Please allow us the opportunity to apologize for any disappointment in the customers 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.
Our ******************** has researched this matter thoroughly with our carrier. Due to the weight of the box at the time of delivery we are unable to issue a refund.
We have contacted the customer ************************ to provide the information.
The foregoing is our final response on this matter.
Regards,
Executive Support Specialist - Executive Offices
Neiman Marcus Direct
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
907 total complaints in the last 3 years.
272 complaints closed in the last 12 months.