ComplaintsforNeiman Marcus Company

Department Stores

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Customer Complaint:

Due to the volume of complaints filed against this business, BBB only publishes the details for 25% of the total complaints filed.

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Initial Complaint
04/19/2024
Complaint Type:
Product Issues
Status:
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.
I placed an online order WN00004007955 on Tue, Feb 13. I tried to redeem a NEIMAN gift card but this order was cancelled. My gift card has 0 balance now. (billing addressShaohua *********** **************************************************************** )
Business response
05/02/2024
RE: Case # ********
Customer:****************************;

Dear Better Business Bureau,

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

Shaohua *********** has contacted our care center to provide feedback regarding their concerns. We have researched, addressed, and shared our findings directly with the customer.
We apologize that the customer did not receive the original refund issued March 8, 2024.
A replacement check was issued on May 1, 2024, to the confirmed address given on the complaint.
We consider this matter to be resolved.

Regards,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Initial Complaint
04/19/2024
Complaint Type:
Product Issues
Status:
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.
On 3/20/2024, I made a purchase for a pair of denim pants. As per the tracking it states, delivered on 3/22/2024 @ 11:47 AM. After checking the tracking, using my order number and email address, no courier name who I can contact, or proof of photo was displayed. Before contacting Bergdorf Goodman, I searched with my neighbors asking if anyone saw a package in front of my door and no one saw a package, then I proceeded to the lobby of the 17-story building searching for the package, no package to be found. On 3/23/2024, I contacted Bergdorf Goodman, informing them the package was delivered and was not there when I arrived home. *****, the customer representative, said "it states delivered from the local courier and there is nothing we can do. I informed ************ checked with my neighbors and in the lobby of the 17-story building. I also informed ************ was trying to contact the courier whose company name was not displayed on the I tracking information, using my order number WB00001308335 and email address to track the package, who I could have contacted to assist with locating the package. The only name on the tracking at the top of the tracking information is "Neiman Marcus with the tracking info that follows. ***** stated the courier was "Need it Now". Which is not on the tracking information. When I asked if the item can be replaced. ***** stated no because the package states delivered on 3/22/2024 @ 11:47 am and that I should reach out to my credit card company and no claim to be filed here with Bergdorf Goodman. When I asked for a supervisor that is when she just transferred me to another agent ***, who I provided the same information given to ***** the previous customer representative. ***, who gave me a ************** number to escalate the matter. When I called that number, the sales associate transferred me to the escalation department where I was on hold and after 25 minutes I hung up because no one ever picked up. This is unacceptable, a reputable company like Bergdorf are providing tracking information without the couriers name displayed, and no proof of photo within the tracking information along with poor customer service. I request a refund in the amount of $211 for my item that I never received.
Business response
04/19/2024
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 resolve concern.

Thank you for bringing this to our attention.

Regards,
Executive Support Specialist - Executive Offices
Neiman Marcus Direct
Initial Complaint
04/19/2024
Complaint Type:
Product Issues
Status:
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.
I made a purchase on Neiman Marcus website on Feb. 17, 2024. The items were shipped and received. By the time i received the items, i no longer needed them. I returned the items via mail with no issues on March 13, 2024. I checked the shipping tracking and the items were received at the warehouse with any issues. Now here comes the issues, they have yet to refund me my money. Now Im out of money and items. I have nothing left. Im still being charged for this purchase that happened 2 months ago and I returned the items a month ago. At this point, its being becoming very frustrating to have this happen to me.
Business response
04/25/2024
RE: BBB COMPLAINT ID: ********
Customer: UNDREREON HALL

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 inconvenience that *** have been caused regarding the refund for the returned items.

Our goal is to address our customers feedback, evaluate and research their concern, and provide the best solution available.

After extensive research regarding the return with various departments, credit in full has been issued to the original form of payment, AFFIRM, on April 25, 2024.

The customer must contact AFFIRM via helpcenter.affirm.com or ************ regarding details on how the refund will change the payments.

Thank you for allowing us to address the customers concern. We regret any frustration that *** have been caused.

Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Initial Complaint
04/18/2024
Complaint Type:
Billing Issues
Status:
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.
I ordered a jacket online on 3/9/2024 for $300 plus tax and received the package on 3/19/2024 but they sent a dress instead of the jacket I ordered. I called customer service right away so they could send me the correct item but they told me that item was no longer available. I asked to send the correct item since it was their fault but the answer was NO and too bad, we will refund your money, they just refunded the money and I got no jacket, one of the managers was yelling at me and hung up so I left a message to a manager to call me back to schedule pick for the wrong item they sent. They never got back to me till the 30th day to charge my card for $331 due to not returning the item. I texted them to schedule a delivery and stop charging my account but they are telling me that they will charge and refund me after they receive the item, Yes which is for a normal transaction why do they have the right to have a $331 for their mistakes of not sending the right item and not scheduling pick up? I have a voicemail from one of the managers that they will set a pickup but never follow through, Why are they taking my money for not doing their job? Even if they refund my money later I have had no money for almost 3 weeks for their mistakes, I don't think this is fair for them to charge my card, they scheduled a pick-up this time they will get the item. Can they just charge my card without my permission? Anyway to stop them from charging my card? Please help!!!ORDER WB00001291706
Business response
04/23/2024
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 *** have resulted
with the customer's experience with her order and the level of service from our representatives.

We have researched our records and found the customer received a credit on 3/11/24
to her credit card in anticipation of her returning the incorrect item that was delivered.

When the item was not received, the customer was charged back for the order. The
customer will need to return the item. There is a ***** pick-up scheduled to pick up
the merchandise.

We take each of our customers' concerns seriously and regret not meeting **************
expectations on this occasion. Please be assured that we have shared her 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.

Sincerely,
Executive **************** Neiman Marcus Direct
Initial Complaint
04/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
on 11/27/2023, I purchased an item from Neiman Marcus online with order number#WN00003064778, Neiman provided me a return label to return the item on 1/10/2024, and I returned it on 1/25/2024. But I have not received any refund back. I called many times and the customer service said there will be a refund but it never happened. On the most recent call, Neiman said the item has been returned back to me but they don't have a tracking number for that. Actually, I never received the returned item or refund but the customer service still trying to fool me by making up some fake tracking number or using the tracking from previous orders to show me. Very rediculous. And they insist on already returned the item without any evidence.
Business response
04/23/2024
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 *** 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.
On 4/18, the balance of ******************* order ending in 4778 was refunded in full. The time it takes for the funds to be available depends on the policies 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 Direct
Customer response
04/24/2024
I have reviewed the business response and accept this resolution. Refund Received, thanks.
Initial Complaint
04/18/2024
Complaint Type:
Customer Service Issues
Status:
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.
I and other members of my family were blocked from ******************************************* because we allegedly return merchandise too much and we getting excessive discounts. This is factually definitely not true and is also a collective punishment. We asked to be removed immediately from the "black list" which includes me, *******************, my wife. *****************, my son, *******************, and my mother-in-law, **************. There is no justification for this block and we did not do anything that is not legal and the facts that NM claims are simply lies!!!
Business response
04/24/2024
Re: BBB Case # ********
Customer: Yitshak ****

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

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

The customers request to review the No More Business classification has been carefully and objectively reviewed by our leadership team.

Upon research we noticed that there have been multiple cancellations due to discount demands on old inventory being match to new inventory and excessively discounted orders being placed with Neiman Marcus Direct and Bergdorf Goodman Direct.

For this reason, we do not find it to be in our mutual best interest to reverse our decision.
Consequently, termination of a business relationship constitutes a restriction to ship orders to anyone purchasing within the household or shipping to the households address. This also includes the billing address of any credit cards used.

Therefore, the decision to terminate the online business relationship between BergdorfGoodman.com and NeimanMarcus.com will remain in effect.
We feel this to be a closed matter.

Sincerely,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct

Business response
04/24/2024
Re: BBB Case # ********
Customer: Yitshak ****

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

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

The customers request to review the No More Business classification has been carefully and objectively reviewed by our leadership team.

Upon research we noticed that there have been multiple cancellations due to discount demands on old inventory being match to new inventory and excessively discounted orders being placed with Neiman Marcus Direct and Bergdorf Goodman Direct.

For this reason, we do not find it to be in our mutual best interest to reverse our decision.
Consequently, termination of a business relationship constitutes a restriction to ship orders to anyone purchasing within the household or shipping to the households address. This also includes the billing address of any credit cards used.

Therefore, the decision to terminate the online business relationship between BergdorfGoodman.com and NeimanMarcus.com will remain in effect.
We feel this to be a closed matter.

Sincerely,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Initial Complaint
04/18/2024
Complaint Type:
Product Issues
Status:
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.
Hi BBB,There are 2 online orders which is order ******************************** placed on 12 Sep 2023 and I supposed to be refunded $938.4 *2=$1876.8 since the order was canceled. I did not receive the refund until now with the form of gift card. I requested lots of time since September *********************************************************** replace the cancelled items. Strangely, according to NM, the refund of order WN00002204361 was used on 17th NOVEMBER 2023 by the person named ********************* who I dont know at all and shipping to "126 mandalay dr **** DE *****" which getting me very frustrated and angry.Many adouts comes to me 1. I am not sure if neiman marcus issued me the refund because no delivered proof despite how many times I request 2.My requests/complain starts from Sep 2023, and pls notice the refund gift card was used online on 17th Nov 2023. What is NM doing facing so many times reminders and requests sind SEP 2023, Why did not remove the value from the issued gift card knowing the gift card not delivered? I believe NM did not fulfill his job and leading to the loss of the refund. 3.Besides order No WN00002204361, the refund for order WN00002204609 was promised to be issued within 2 weeks, why NM is always occupying the money and not refund customer?PS: if possible, shall I know the reason why the refund gift card was used by the person" ******************* " and if it is involved in fraud, can NM report to the police, and find the criminal person since they have all the details of transaction with shipping add, phone etc I would be very grateful if I can get the refund $1876.8 ASAP, I am looking forward to your reply and your support means a lot to me !Best wishes
Customer response
04/19/2024
Hi BBB
I am sorry that the billing add provided incorretly
pls help edit it to the right one ;
116 Kenmar Dr
****** DE 19713
******************;

B, RGDS
Business response
04/25/2024
RE: BBB COMPLAINT ID: ********
Customer: ***************;

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

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

Please allow us this opportunity to apologize for any inconvenience that *** have been caused regarding the refund for the cancelled items.

Our goal is to address our customers feedback, evaluate and research their concern, and provide the best solution available.

Per our records, the gift card for one of the orders was sent to the address that the customer provided. We are not responsible for lost gift cards when they are delivered to the address provided by the customer.

Also, for the other order, a refund check was sent to the address provided by the customer as indicated on the order. Our records reflect that the check was paid to the order of ************* and cashed on November 8, 2023.

Thank you for allowing us to address the customers concern.

Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Customer response
04/28/2024
I am rejecting this response because:
I dont think to address customers feedback and provide the resolution is neiman marcus' concern :
1.Despite requests made a lot of times by customer since September, they completely ignored customers requirements which lead to the result that the refund gift card was used by the person " ******************* " In November. What was NM doing during the several months?? Firstly, they did not reissue me another gift card while receiving the notice of missing gift card, either by mail or by email. Secondly, they has no awareness to safeguard personal infomation, Nm did not remove the value from the issued gift card / deactivate the issued gift card at the first place. PLS answer me whats NM goal for customers? There is no resolution , no responsibility at all ! for sure, NM must be responsible for the loss !!!
2. As for the other order, I believe NM is able to find it out the record about the requests of refund. It said the refunded with check on 8 Novemver 2023 which unluckily was not deliverable as well. and pls answer me how many times requests made since 8 November under the cirmustance of check missing, did NM try to resolve it since September 2023???NO!!! I was promised to be refunded by email ,and then ? where is the refund virtual gift card??
3.pls note that, since the order placed with gift card which name on the order is not required to be 100% comply with identification, why not ask for advice from customer instead to refund customer with the checks ************************ which may generate another problems and cause to the delay of the refund ?
4.I demand the proof of issued gift card with the delivery to the right place, where is the proof? many concens cant clear definitely !
5.As far as I know, the details of the order placed by the person "*******************' CAN be easily obtained by NM, and she/he is a frequent customer who habitually placed the order online from Neiman. I wonder why Neiman marcus not seek help from police with the sufficiency of the evidence and the relevancy of evidence? PLS dont perform superficialy, equivocate and prevaricate to evade the truth,PLS be legally responsible for the loss! I need a resolution !!

Customer response
04/28/2024
LASTLY , Referring to check delivered and cashed "I feel incredibale anger!!!! I beg NM take it seriously!!!!! As can be seen from communication history (even can be extended to MARCH )explicitly telling that the check WAS NOT CASHED , because CONFIRMED answers like " everything is ok with the refund FOR THE OTHER ORDER " were given clearly from other NM represantatives and promised to refund me by email with a time of waiting around 20 days (specific waiting days cant be remembered, an order to wait is still stick in my mind ) ! Now PLS answer me how can be cashed in NOVEMBER while the refund is still fine in MARCH, though the investigated results were provided not only by some customer representativs and also by gift card center department !!! what is reliable to trust ?
Customer response
04/28/2024
cashed by who, in which bank ???? pls indicate clearly !!!
Customer response
04/29/2024
proof ~!!!!!
Business response
05/10/2024
RE: BBB Case: #********
Customer:QUN HEE

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

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

Per our extensive research with the appropriate departments and a review of the customers contact with our ************************* our decision remains the same.

The refund gift card and the refund check were sent to the address the customer provided on the orders.

We are not responsible for these refunds once the delivery has been made to the address provided by the customer nor are we privy to the residents of such an address.

Our records reflect that the check was signed and cashed by the customer, *************,on November 8, 2023.

Thank you for allowing us to address the customers concern. We consider this to be a closed matter.

Regards,
Executive ************** Executive Offices
Neiman Marcus Direct
Customer response
05/18/2024
I am rejecting this response because:
According to your reply " Our records reflect that the check was signed and cashed by the customer, *************, on November 8, 2023. " pls indicate clearly 1.unti FEB 2024, why NM representatives still confirmed that no one cashed the check and therefore promised to process the refund and why your findings is diffrent ? 2.and how can be signed and cashed with an nick **** from the bank since the order placed with gift card ? 3.of course I am wondering from which bank the check can be signed and cashed ??? I will not accept it because the check is no way can be cashed with incorrect **** on the check which means your answer is not reliable!!
Business response
05/20/2024
BBB Complaint
RE: Case #********
Customer: QUN HEE

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

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

Per our extensive research with the appropriate departments and a review of the customers contact with our ************************* our decision remains the same.

The refund gift card and the refund check were sent to the address the customer provided on the orders.

We are not responsible for these refunds once the delivery has been made to the address provided by the customer nor are we privy to the residents of such an address.

Our records reflect that the check was signed and cashed by the customer, *************, on November 8, 2023.

As a member of our **************** team, I am representing the?Neiman Marcus **************** and your concern has been shared?and?reviewed by upper management.

This is a final decision that cannot be overturned. ?We are unable to escalate your concern?further.

Sincerely,
************************ Neiman Marcus Direct
Customer response
05/26/2024
I am rejecting this response because:
all the words from them are liers, no proof no evidence at all !! ******** !! since beginning they never give a direct answer, I would say NEIMAN MARCUS is associated with crime behavior !!!
pls refund me 938*2 dollars !!!!!!!!!! the money is not belong to NEIMAN MARCUS!!!
Initial Complaint
04/17/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Neiman Marcus advertises that it offers a price match with the product-makers/manufacturers of the items that they sell. This fact was confirmed to me on a call with a supervisor named *****. However, when I showed Neiman Marcus that the product that they are selling is being sold at a cheaper price than offered on their website, they refused to honor the price match--thereby serving as false advertising. I am trying to purchase a ***************** RX car seat plus the **** base. This is priced on Nuna's website for $450. Neiman Marcus separated the two items, and is pricing the carseat for $400 and the base for $200. The two combined is a price of $600. To price match, they would need to sell both the car seat and the base for $450. To date, Neiman Marcus has refused.
Business response
04/26/2024
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 *** have resulted with
the customer's experience.

We have researched our records and found the order was placed with the price match.

We take each of our customers' concerns seriously and regret not meeting the customer's
expectations on this occasion. Please be assured that we have shared his 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 **************** Neiman Marcus Direct
Customer response
04/26/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
04/16/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 3/19 I made a purchase with Neiman which they shipped in 3 different tracking packages. One of the packages never came and they said they filed a claim with the shipping carrier. I followed up several times via email, each time Neiman said the claim is pending. I asked for refund/reshipment. It was ignored. I used live chat early April and was told they finally refunded me back. However they only refunded me while charged me again but claimed they issued a full issue and if any charge it would be linked to other purchases. I did not have other purchases with them. I called again to attempt to resolve and was placed on hold before they dropped off the call without any resolution. I filed a dispute with my cc but I wanted to let people know how dishonest they are as well.
Business response
04/30/2024
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 *** 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.
Ya *************** order ending in 5631 was inadvertently refunded for the wrong item that totaled $11.97 on 3/30/24.
Due to the error, we had to charge back the $11.97 on 4/3/24 and refund the correct amount of $19.60 on 4/3/24.
The time it takes for the funds to become available depend on the policies 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 Direct
Customer response
04/30/2024
I have reviewed the business response and accept this resolution. The business later released the correct amount of refund finally.
Initial Complaint
04/16/2024
Complaint Type:
Product Issues
Status:
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.
Please l purchased a cologne for your firm with order number WN00004414932. I didnt receive the order and I made a complain to customer support but the refused to help me and denied my claim request.
Business response
04/18/2024
Re: Case # ********
Customer: *********************

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

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

After researching ***************** concern, the Parcel Loss claim remains denied due to the Proof of Delivery Pictures that were acquired upon delivery.

Once we receive notification and POD that a package was delivered, we no longer assume responsibility.

We truly regret any disappointment that *** have been caused.

The foregoing is our final response on this matter.

Sincerely,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct

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