Business Profile

Department Stores

Neiman Marcus Company

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

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

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

914 total complaints in the last 3 years.
276 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:01/05/2024
Type:Billing 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.
Im writing regarding order WN00003022198. Ive never taken Neiman Marcus to have such poor customer service. Ive been going around in circles for almost a month without any resolution. To recap, I placed an order for two items. One said delivered but I did not receive it. It was signed by someone who doesnt even exist in my household. How can I know it was actually delivered to my house? Why didnt ***** take a picture? Everyone takes pictures now. Its crucial to take pictures during the holidays because the drivers are under pressure and make mistakes or there are scams happening. It may have been delivered to a different household. And the second item was left at the door. Long story short, I spoke with multiple different supervisors and received SO MANY different information. Finally a full refund was approved. However, Im still missing a refund for the first item. One supervisor said a full refund was issued, theres no additional funds left to refund, second supervisor (********) said instead of refunding me, they accidentally charged me but they issued a refund. She told me she will 100% call me back and if I dont hear from her, I can call and ask for her. Do you know how many times Ive done that? Im frustrated right now. Each time Im promised she will call me back, and never has. *** spent so much time and it seems like no one knows what theyre saying or doing. Providing false information. Desperately, I even messaged on instagram and ** told to wait, she will contact me. Its been so long already. Im only left to dispute the transaction and thats something I dont want on my credit card report. Can someone please look into this. Can you reship the item and Ill pick it up from a Neiman Marcus near me or issue me a refund, please. This has been outstanding for too long. And its not a small amount. Thank you.
Business Response
Date: 01/16/2024
RE: Complaint ID ********

Customer: Sukhi Kaur

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

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

Please allow us the opportunity to apologize to ************ for any disappointment experienced.

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

The customer disputed the delivery of her handbag order and requested a refund.

This matter has been reviewed at the highest level. Our research supports the carriers claim that
the item was successfully delivered and signed for. We regret that we are unable to issue credit
for the item in question.

This is a corporate decision that *** not be escalated further.

We feel this to be a closed matter.

Thank you.

Executive Support Specialist
Neiman Marcus Direct Executive Offices
Initial Complaint
Date:01/04/2024
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.
Unfair merchant practices - the holidays are no exception!
Business Response
Date: 01/05/2024
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 customer's feedback, to evaluate and research
their concern, and to provide the best solution available or an explanation
of what occurred.

We wish to sincerely apologize for any disappointment that *** have  resulted
with cancellation of the ****** ***** Tailored Crisscross Wide Leg Jumpsuit from
the customer's order.

Please be assured, when we advertise an item, we make every effort to provide
adequate quantities to meet our customer's needs. The item in size 10 is depleted
in stock in our *************** and our store. We were unable to obtain more
merchandise.

We take each of our customer's concerns seriously and regret not meeting the
customer's expectations on this occasion. The gift card amount the customer
applied to the order will be sent as a refund check. Please allow ***** business
days for receipt of the refund.

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

Sincerely,
Executive **************** Neiman Marcus Direct
Customer Answer
Date: 01/05/2024
While I appreciate the apology from the merchant - I believe it is unfair to make me wait ***** days fro a refund due to their inventory issue. When I spoke to their representative, she told me that I would receive a refund between 4-6 weeks. Now, I don't know what to believe! There have been other items on sale that I was interested in and by the time I receive my refund those items will be out of season, sold out or will be at a higher price point. For my inconvenience, a discount code should be offered for my inconvenience in addition to an expedited refund check.
Customer Answer
Date: 01/09/2024
I am rejecting this response because:
While I appreciate the apology from the merchant - I believe it is unfair to make me wait ***** days fro a refund due to their inventory issue. When I spoke to their representative, she told me that I would receive a refund between 4-6 weeks. Now, I don't know what to believe! There have been other items on sale that I was interested in and by the time I receive my refund those items will be out of season, sold out or will be at a higher price point. For my inconvenience, a discount code should be offered for my inconvenience in addition to an expedited refund check.
Business Response
Date: 01/16/2024
Dear Better Business Bureau,

Thank you for providing the customer's response.

It may take ***** business to receive the refund. Although we are unable
to provide a discount code for a future purchase, we are sending to the
customer's email, a gift card in the amount of $ ***** as a further apology.

Sincerely,
Executive **************** Neiman Marcus Direct
Customer Answer
Date: 01/16/2024
I have reviewed the business response and accept this resolution. When can I expect the $75.00 gift card? Thank you BBB and NEIMAN MARCUS for the speedy resolution.
Initial Complaint
Date:01/03/2024
Type:Service or Repair 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 purchased a 14K diamond and moonstone ************* ring through Neiman Marcus a little over a year ago. Recently, I noticed that the stone was cracked in half. I called ************* customer service and was advised that the repair would cost $280+ *************. I then took the ring to a jeweler to see what my other options were, such as putting in a different stone since moonstones seem very fragile. I was told by the gemologist that the moonstone should never have cracked in half unless it was a defective, highly included and weak stone to begin with.The stone is not chipped on the surface, nor scratched, nor in any way damaged from mistreatment (see pictures). It simply broke in half because it was a bad stone. Please see the other review regarding their moonstones and refusal to stand behind them (included in the pictures that I have added to this complaint).I contacted ************* and pointed out that it was a defective stone, not mistreated or damaged, only to be told it was not something they would take accountability for, and the repair would be expensive.I have reached out Neiman Marcus, but have not gotten any resolution yet.I would suggest that Neiman Marcus look into the BBB complaints against *************, and read their reviews left by customers. ************* repeatedly fails to stand behind jewelry when it is low quality or defective. I told ************* customer service that I would be following up with Neiman Marcus regarding their subpar jewelry, and they seemed unaffected.While I realize that after a year, I may not get the ring repaired with a quality stone under warranty as any respectable jewelry company would do, but at least I can make it known to Neiman Marcus that they are selling low quality goods from a jewelry manufacturer with a bad reputation who repeatedly fails to have any integrity when it comes to aftersales. Perhaps if ZL started being held accountable by the department stores carrying their brand, their attitude towards their customers might change.
Business Response
Date: 01/09/2024
RE: Case # ********
Customer: **************;

Dear Better Business Bureau,

Thank you for taking the time to communicate with us on behalf of our 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 printed Policy online and in stores is that we will happily accept a return within 30 days of purchase.

Returns are accepted within 30 days of receipt.
Returned merchandise should be in the same condition as when you received it, unworn, undamaged, saleable, with original tags and packaging (if applicable).
Altered apparel, special orders, cloth face mask coverings, perishable or personalized/monogrammed items, and items identified as "final sale" cannot be returned.
We are happy to honor requests for adjustment if your merchandise was purchased at regular price and then reduced within 10 days of purchase.
Neiman Marcus reserves the right, at its sole discretion, to determine if returned merchandise is in saleable condition.

Regards,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 01/09/2024
I am rejecting this response because: Under normal circumstances, when items are not defective, this return policy would be understandable. A return policy should not be an excuse to hide behind in order to reject returns when the issue is not mistreatement, damage or buyer's remorse but instead defective, low quality goods peddled by a low integrity supplier.

Also, I do not know who ******** is, the ring is *************.

I didn't expect the company to take accountability for their subpar jewelry. I did, however, hope that Neiman Marcus would have a bit more integrity than to keep allowing them to scam customers in this manner.
Initial Complaint
Date:01/03/2024
Type:Billing 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 August 4, 2023, I paid $225.94 ($208.00 + $17.94 in taxes) to Neiman Marcus for two items for store pickup. I made this purchase during a promotional period in which customers who bought at least $200 worth of items online would receive a $50 gift card in the mail within either 60 or 90 days. The gift card was shown as part of my order after it had been completed. The gift card never arrived, and when I told Neiman Marcus customer service about this in December 2023, they told me they would issue a $50 refund. They never issued this $50 refund. I believe they are intentionally withholding this promotional offer from me.
Business Response
Date: 01/08/2024
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.

We contacted the customer ************************ and resolved her concerns.

Thank you for bringing this to our attention.

Regards,
Executive Support Specialist - Executive Offices
Neiman Marcus Direct
Initial Complaint
Date:01/02/2024
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 placed an online order at Neiman Marcus on 12/14/23, Order number WN00003342265 for a Saint ******* crossbody bag, totaling ********. I have been eyeing this bag for over a year now and my fianc wanted to gift me with the bag for Christmas. The package was expected on Dec. 19th, I saw that morning it was out for delivery so I stayed home so that I could sign for it.The entire day had passed and I still hadnt gotten my delivery but I figured with Christmas so close maybe it was running late. Upon checking my email I saw that an email had been sent about my package being delivered. I couldnt understand how this was possible because I had been home all day and my bell never rang and above all else I didnt sign for it. Nevertheless I ran outside to see if my package was there, it wasnt. I dug a little deeper into the tracking and I saw that it was delivered and left in front of my neighbors door who lives in the basement and I also saw that NO SIGNATURE was required. I asked my neighbor if they had my package and they said NO. I called Neiman Marcus customer service and I was told by the representative a claim would be made on my behalf for my missing package. I was devastated to find an email days later stating that my claim cannot be processed at this time . What does that even mean ? So Im just out of ******** dollars ???!!! How is this fair ???!!! Im really disappointed in Neiman Marcus, I held them to a much higher standard than this and although it was unfortunate that I didnt receive my package I just knew that they would correct the problem. Im also in SHOCK that such an expensive purchase would not have a SIGNATURE REQUIRED !!! I NEED A REPLACEMENT OR A REFUND ASAP !!! PLEASE MAKE THIS RIGHT !!!
Business Response
Date: 01/10/2024
RE: BBB COMPLAINT ID: ********
Customer: **************************;

Dear Better Business Bureau,

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

Please allow us this opportunity to offer our sincerest apologies for any frustration caused regarding the delivery of the customer's order.

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

After further review of this matter, a parcel loss claim has been filed. Credit in full has been issued to the original form of payment ****** on the order as of January 9, ****. The posting of the credit to the customers account is contingent upon the policies of the customers bank for such transactions.

Thank you for contacting us to address the customers concern. We truly regret any disappointment that *** have been caused.

Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 01/12/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:01/02/2024
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 received a **** ** for Christmas, I bought a pair of boots from Neiman Marcus on the 26th of December. I used the ** and it was approved and my order confirmation was sent to me. It says that funds will be taken once the order ships. A few days passed and I noticed the order is still processing. I message them and their customer service rep ****** tells me that everything is good to go and he is even going to expedite my delivery. I ask if it's cool to get rid of the ** since it has a zero balance now and he said yes. I even get a second confirmation email saying my order should arrive by January 6th, but it still shows as processing. I have all of these emails. Today, exactly a week after my order, I see that it is still processing. I contacted the customer service line again, because I feel like something is not right and I am told that "there is a problem with my payment" and to call their payment processing department. I call them and they tell me that the payment went thru the first time but they ran it a second time (because they run the payment every 7 days???) and that it wouldn't go thru the second time (Obviously because the funds were taken the first time). So they then tell me I'm out of luck since I disposed of my **** **. I checked the balance of my ** before disposing of it and it had a zero balance before I disposed of it. So now I am both out of my money and the merchandise. How does a Fortune 500, billion *********************** like Neiman Marcus do this? I'm so shocked that THIS was their response. Anyone have any ideas on where I should go from here? Thanks in advance!
Customer Answer
Date: 01/09/2024
Neiman Marcus contacted me directly and resolved my issue. They sent me the boots and expedited them at no addition charge.
Thank you for your help! I believe you are the reason they contacted me and made this right! Much appreciated!
Business Response
Date: 01/09/2024
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.

Our customers order shipped on 1/4/24 and was delivered on 1/6/24.

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

Sincerely,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 01/10/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:12/29/2023
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.
My order was supposed to be delivered on 12/22, but it never arrived. The same day I reached out to customer service since it was supposed to be a Christmas gift, and they told me that they would research and get back to me. I never heard back from them and continued to reach out to customer service who did NOTHING and could tell me NOTHING. They provided a ***** tracking number that shows a picture of a package against the floor of a building, which is not my building. I explained this to them, that the package (if it was the one shown in the photo) was delivered to the wrong address, but again, I have heard absolutely nothing from them.
Initial Complaint
Date:12/28/2023
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 purchased online a ************** sweater at Neiman Marcus and wore it only once (it is brand new). I then noticed the collar of the sweater is torn off and reached out to Neiman Marcuss customer support. Over a period of two months, I called and emailed photos and explanations, but even though the item is defective and having the original tags, Neiman Marcus refuses to take any responsibility. This is a luxury clothing item, a $750 Italian-made sweater and the sweaters poor quality is very disappointing and utterly unacceptable.
Business Response
Date: 01/10/2024
RE: Case # 21068193
Customer: Avi Bello

Dear Better Business Bureau,

Thank you for taking the time to communicate with us on behalf of our 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 printed Policy online and in stores is that we will happily accept a return within 30 days of purchase.

Returns are accepted within 30 days of receipt.
Returned merchandise should be in the same condition as when you received it, unworn, undamaged, saleable, with original tags and packaging (if applicable).
This is our final response. Please close this case.

Regards,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 01/10/2024
I am rejecting this response because: As I mentioned multiple times, this is a DEFECTIVE item and Neiman Marcus is taking no responsibility.
Business Response
Date: 01/11/2024
RE: Case # ********
Customer: **************

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

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

**************** has contacted our care center to provide feedback regarding their concerns. We have researched, addressed, and shared our findings directly with the customer.

After extensive research, we have found that the customer has a history of claiming that an item is defective for it to be accepted outside of our posted Return Policy.

Unfortunately, we are unable to continue making exceptions for this customer.

The printed Policy online and in stores is that we will happily accept a return within 30 days of purchase.

The purchase that initiated this complaint was made in February 2023 and is too far outside to accept.

We consider this to be a closed matter. Please close this case.

Regards, Executive Support Specialist Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 01/11/2024
I am rejecting this response because: I have a been a frequent shopper at Neiman Marcus and have spent close to $5,000 just in 2022 so obviously there were returns!
Neiman Marcus did NOT even try to examine the defective product nor offer any alternatives. This is a horrible customer support and business practice!
Customer Answer
Date: 01/11/2024
Team,
I have a been a frequent shopper at Neiman Marcus and have made many purchases. However, their customer support is horrible and I feel scammed for purchasing a defective product while they take zero responsibly. Neiman Marcus refused to even inspect the product. Is there anything that can be done?
Many thanks.
Avi
Initial Complaint
Date:12/27/2023
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 am writing to file a complaint against Neiman Marcus regarding a refund issue that has remained unresolved despite multiple attempts to address the matter directly with the company. On November 23, 2023, I made a purchase with Neiman Marcus under Order WN00002980088 during the Thanksgiving sale. The item, priced at $361.25, was unfortunately not the right fit, prompting me to initiate a return. Neiman Marcus provided a ***** label with tracking number **********************, which I used to ship the product back to them on December 3, 2023.After following up with Neiman Marcus, I was informed that the refund was processed on December 16, 2023, and I was assured that it would be reflected in my account shortly. However, despite numerous inquiries and assurances from Neiman Marcus, the refund has not been credited to my account as of today.I have diligently followed up with Neiman Marcus's customer service team, and I was informed that they have already sent the refund and advised me to contact **************** (Amex) for further assistance. However, when I contacted Amex, they had no record of Neiman Marcus initiating the refund.This situation has caused significant inconvenience and frustration on my part. I have spent considerable time and effort attempting to resolve this matter directly with Neiman Marcus, but the lack of cooperation and conflicting information has left me with no other option but to seek your intervention.I kindly request that the Company to investigate this matter thoroughly to resolve the issue promptly by refunding the amount of $361.25 to my account. Please find the details of my case below:Order Number: WN00002980088 ***** Label Tracking Number: ********************** Purchase Amount: $361.25 Date of Purchase: November 23, 2023 Date of Return: December 4, 2023 Date of Alleged Refund: December 16, 2023 RMA 60162451-2V35 Support Ticket number - 60162451-1
Business Response
Date: 12/28/2023
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 frustration that *** have been a result of ****** recent return experience.

Our research found that a gift card in the amount of $ ****** was sent as a form of credit for the return.

Since receiving Ms. ******* concern, we have removed the funds from the gift card and issued the credit back to Ms. ******* **************** account today, December 28, 2023
.
The time it takes for the credit to post will vary based on her financial institution.

Thank you for allowing us the opportunity to address Ms. ******* concerns.

Sincerely,
************************ Neiman Marcus Direct
Initial Complaint
Date:12/27/2023
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.
The merchant company sent me the defective item, I returned it . They claimed to sent the defective item back to me and I did not received it nor my refund. Instead of helping me solve this issue they reject to take the responsibilities about the lost item, and refuse to refund the amount. As a customer I am very frustrated, and I demand my full refund back which is 1303.80USD.Thank you in advance for helping me resolve this issue.
Business Response
Date: 12/29/2023
Re: Complaint ID ********

Customer: *******************;

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 to Mireayi Yahepu for any inconvenience experienced.

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

The customer reported that a package from ********************** was not received. After thorough review,
we have issued a refund to the original form of payment for the item.

We feel this to be a closed matter.

Thank you.

Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 01/03/2024
I have reviewed the business response and accept this resolution.

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