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

911 total complaints in the last 3 years.
279 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:02/23/2025
Type:Service or Repair 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.
Neiman refunded return of item that was returned but did not remove intrest and late fees as it was entirely not in my possesi9n which caused my credit to get ruined.
Business Response
Date: 03/10/2025
Dear Better Business Bureau,

Thank you for taking the time to communicate to us the concern raised by our customer.

We are terribly sorry for any disappointment that may have resulted with the customer's return.

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.

We have researched our records and found that *********** has issued credit for the interest and
late fees on the account related to the return. The credits are in the amount of $ ****** and ******
on 2/17/2025.

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

Sincerely,
Executive **************** Neiman Marcus Direct

Customer Answer
Date: 03/10/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:02/21/2025
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 3 pair of shoes online total $2230!! I returned one pair $916.27 because they were not as described and I have been waiting 3 weeks they didnt want me to file a dispute or write a bad review they said they wont refund me said they were worn -and they werent!! I tried them on and I took pictures because I have heard of this company doing this not issuing a refund. I am Owed $916.27 immediately !!! This is fraud !!
Business Response
Date: 02/25/2025
BBB Escalation
Re: Case # ********
Customer: ****** Moore

Dear Better Business Bureau,

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

We are sorry for any disappointment that may have been a result of Ms. ****** recent shopping experience.

After a thorough review of this complaint, our research shows that the shoes Ms. ***** received were exactly as pictured on the website.

In addition, once the shoes were received in our warehouse and inspected, it was clear the shoes had been worn and damaged.

The shoes were shipped to Ms. ***** directly from our brand partner.

Regrettably, we are unable to issue credit to Ms. ************************* you for allowing us the opportunity to address our customers concern.

Sincerely,
Executive ************** Neiman Marcus Direct
Customer Answer
Date: 02/25/2025
I have attached pictures the shoes were not worn and this company needs to hold up to their reputation I dont care where they were shipped from! I spent $2200 on 3 pair of shoes and returned one pair and now they are refusing to refund me. This is not good practice!! And unethical.
Customer Answer
Date: 02/25/2025
I have attached pictures the shoes were not worn and this company needs to hold up to their reputation I dont care where they were shipped from! I spent $2200 on 3 pair of shoes and returned one pair and now they are refusing to refund me. This is not good practice!! And unethical.
Customer Answer
Date: 02/25/2025
I am rejecting this response because: The shoes were sent back in good order I have attached picture this huge million dollar company is taking advantage of me!! They should do the right thing and refund me!!
Business Response
Date: 02/26/2025
BBB Complaint
Re: Case # ********
Customer: ****** Moore

Dear Better Business Bureau,

Thank you for communicating to us again on behalf of our customer ****** *****.

Our position remains unchanged from the previous rebuttal.

This is our final response, and we consider this a closed matter.

Sincerely,
Executive ************** Neiman Marcus Direct
Customer Answer
Date: 02/26/2025
I am rejecting this response because: This company is worth $2.7 billion in December 2024- they are fraudulently not refunding my money for a returned item. They havent even made a good faith offer to refund half: they are not a small no name company. I have contacted an attorney and will file a lawsuit and this will cost them more money then doing the right thing and the customer is right and issuing me the refund. They are not making a good reputation for future customers.
Initial Complaint
Date:02/21/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I participated in neiman macus' gift card event in Dec. 2024 where if you spend 200 you get 50 in gift card. I placed an order that's over 200 dollars. Then after all other items arrived (and I gifted them out), I was told that an item that was 25 dollars was no longer available so they cancelled the item. Now my order is less than 200 and does not qualify for the gc anymore, and I can't return my order anymore bcs the other items have arrived and been gifted.I emailed customer service about the situation and the reply was they can give me a 50 dollar discount if I call in the customer service number and place my next order.When I first called in, they were ok with it, but they said my order amount was too little (68 dollars), and it needed to be over 100. I said that clause was not included in the email. And the 50 was supposed to be the ** amount I already deserve. I asked to talk to supervisor, and was hung up. I called again the next day, and to not waste my own time I said I could place the order that's 100. The supervisor this time said they did not want to honor the 50 collar discount at all. They would only give me 15%. I have recordings of all the conversations.
Business Response
Date: 03/03/2025
Case: #********
Customer: Aria ************************ **********************?

Thank you for allowing us to address the concern brought to you by our customer, **** ******.

Periodically, we host promotional gift card events with different qualifying purchase amount thresholds that determine the gift card amount.??? In this?case, the customer placed 1 order where the merchandise total before taxes did exceed $ ****** to qualify.

As per promotion details, the GC4YOU promotion minimum spend is $ ****** before taxes and shipping.??The initial order total was $ $ ****** before returns were completed, which dropped the qualifying amount to $ 177.00

Please allow us the opportunity to apologize to **** ****** for any confusion regarding the promotion in question.?In carefully reviewing ***** **** order, we believe we clearly communicated the requirements for this promotion and dutifully honored the promotion for qualifying purchases.?

Regards,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 03/03/2025
I am rejecting this response because: business did not offer to resolve this issue at all. Do not want to waste my time with them anymore
Business Response
Date: 03/03/2025
Case: #********
Customer: Aria *************** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
Dear Better Business Bureau?

Thank you for allowing us to address the concern brought to you by our customer, **** ******.

Periodically, we host promotional gift card events with different qualifying purchase amount thresholds that determine the gift card amount.??? In this?case, the customer placed 1 order where the merchandise total before taxes did exceed $ ****** to qualify.

As per promotion details, the GC4YOU promotion minimum spend is $ ****** before taxes and shipping. The initial order total was $ $ ****** before returns were completed, which dropped the qualifying amount to $ 177.00.
As a courtesy gesture, the customer was awarded a gift card for $ ***** on February 24, 2025 which was sent to the email address used when the order was placed.
We are unable to offer any additional compensation or discounts to the customer as we have provided what the customer asked for in the initial complaint.

Our position is final on this matter. Please close this case.

Regards,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 03/03/2025
I am rejecting this response because: this is correct 'the customer was awarded a gift card for $ ***** on February 24, 2025', and I'm not seeking anything more than that. However, they wasted more than 3 hours of my time to get things right. Also in their email they are still not apologetic about something that they did wrong and insisted it was my fault. Neiman Marcus canceled the item, not me. ***** on you as a business!
Initial Complaint
Date:02/21/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a pair of shoes from Neiman Marcus for an upcoming birthday gift. My order number is WN00007342709. My order said delivered, and I went to open my package, and the shoes were not inside the package. The package did not appear to be previously opened. I contacted Neiman Marcus about this and they said they will start an investigation into the matter. I waited 5 days for them to say the claim cannot be processed at this time and I am not accepting that resolution as they did not give me the promised items. Thank you for your help in solving this issue.
Business Response
Date: 03/06/2025
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.

The customer requested a return label for the order, and currently the return is on the way back to us via ***** return tracking # ending in 6299.

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
Initial Complaint
Date:02/21/2025
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.
Placed order April 23, 2024, in the amount of $746.86. (Item minus tax, etc was $698)At the time of purchase, there was a promotion for a gift card with the order. While recently reviewing my orders, I remembered the promotional offer and that I never received a gift card. Called Neiman February 3, 2025, to inquire about gift card. I was told they would send my information to that department, and it would take 7-10 days to investigate. I called back February 21, 2025, and was informed there was no update - that it will take longer. I was told there was no one else I could talk to regarding the issue. At this point, I feel that Neiman was hoping I would forget about the gift card I was eligible for thus not have to pay out... and now it seems they will wait for me to "give up" on ever receiving it as I seem to have no recourse. Very disappointed in the service and what feels like deceptive marketing practices.
Business Response
Date: 02/21/2025
Better Business Bureau,

Thank you for taking the time to communicate to us the concern raised by
our customer, ****** ********.

Our goal is to address our customer's feedback, to evaluate and research
their concern, and to provide the best solution available or an explanation
of what occurred.

We are terribly sorry for any inconvenience that may have resulted.

We have researched this inquiry and found that a $50 gift card will be sent
to the customer's email address. The customer will receive the gift card via
email in 3-7 business days.

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
Initial Complaint
Date:02/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/1/2024, I placed an order with Neiman Marcus and successfully applied their GC4YOU promo code at checkout, which clearly stated that I qualified for a $125 promotional gift card. The checkout page explicitly confirmed that I had met the requirements and would receive the gift card. I have a screenshot as evidence showing this confirmation.However, after completing my purchase, Neiman Marcus refused to issue the gift card, claiming that because I had applied another promo code to my order, I was no longer eligible. This restriction was never disclosed during checkout, nor was I given any warning that using an additional promo code would void the gift card offer. Had this been made clear, I would have reconsidered my purchase.I contacted Neiman Marcus customer service multiple times and offer to provide my screenshot proof, but they still refuse to honor their promotion. This is a deceptive practice, as their system explicitly confirmed my eligibility at checkout before I finalized the order.I am requesting that Neiman Marcus honor their original promotion and issue me the $125 gift card as promised.Supporting Evidence: screenshot showing that I successfully applied the promo code and qualified for the gift card.This type of misleading advertising is unacceptable, and I hope BBB can assist in resolving this matter.Thank you for your time.
Business Response
Date: 03/03/2025
Re: 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 the concern.

Thank you for bringing this to our attention.
Sincerely,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Initial Complaint
Date:02/18/2025
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.
Subject: Complaint Against Neiman Marcus Misleading Promotion Dear Better Business Bureau,I am filing a formal complaint against Neiman Marcus regarding a misleading promotional offer that was not honored.On Dec 2nd 2024, I made a purchase exceeding $500 under a promotion that promised a $125 gift card. Before completing my transaction, I confirmed that the promotion was applied. When I followed up on December 11, 2024, Neiman Marcus customer service assured me that I would receive the gift card within seven weeks. However, when I contacted them again on February 18, 2025, I was told that I was ineligible because I had supposedly received another promotioninformation that was never disclosed to me at the time of purchase.This is misleading and unfair business practice. I made my purchase based on the advertised promotion, and Neiman Marcus later changed the terms without proper notification. I am requesting that Neiman Marcus honor the original promotion and provide the $125 gift card as promised.I appreciate your assistance in resolving this matter. Please let me know if any additional information is required.Sincerely,***** ***
Business Response
Date: 03/03/2025
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.

Ms. *** was approved for a $125 virtual gift card. The gift card was emailed to her and she should have already received it.

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
Customer Answer
Date: 03/03/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:02/18/2025
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 gift that was the wrong size. I spoke to customer service and they told me that I could return it and they would send a gift card for the same amount. I returned the gift and instead of getting a gift card they returned the money to the gift giver who I can not contact (they would not supply contact info). They now refuse to follow their policy and send me a gift card or the gift that I returned.
Business Response
Date: 02/24/2025
RE: BBB Case: #********
Customer: ***** SMIEGIEL

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 frustration that may have been caused regarding the recipients refund for the return of the merchandise on the order.

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

A gift card for the price of the returned merchandise has been requested to be sent to the recipients email. The recipient, ***** ********, should receive the gift card in ***** hours via the email provided

Thank you for allowing us to address the customers concern.

Regards,
Executive ************** Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 02/27/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:02/15/2025
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 ordered a shirt and attempted to pick up the shirt on 02/12 but, curbside was not there nor, did anyone answer the phone number. This was at a time the store was open (4:30pm AZ)..I called ***eatedly. After sitting in my car for 30 minutes, I left and contacted Neiman Marcus **************** to cancel my order. The *** could not cancel my order and suggested I call the Neiman Marcus store. I was routed to the curbside number where again, nobody picked up. After calling the store 5x with no resolution, I texted a Neiman Marcus agent and they said they would cancel it, Id receive an email in ***** hours with the return. No email has been sent. I called 3x today and finally connected with curbside, where ******* said I should have walked inside however, there is no curbside signage from the parking lot. She wasnt super helpful to cancel the order. It required my husband calling again to require it was cancel and proof it was ************ of 02/15, I dont have an email confirming my order was cancelled nor that I will receive a ********* family, friends and I shop a lot. This by far the worst customer experience Ive ever had which could have been avoided with appropriate training of customer ***s, staffing the curbside pickup, providing clear communication on how to pick up when curbside isnt there or doesnt answer, and better communication to the customer by sending an email when an order is cancelled & returned. To say this is an awful experience, is putting it lightly.
Business Response
Date: 02/18/2025
BBB Complaint
Re: Case # ********
Customer: ***** Kim

Dear Better Business Bureau,

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

We are sorry for any disappointment that may have been a result of Ms. **** recent shopping experience.

After a thorough review of this complaint, a credit in the amount of $353.46 has been to her **** account today, February 17, 2025. The time it takes to post may vary depending upon her financial institution.

Thank you for allowing us the opportunity to address our customers concern.

Sincerely,
Executive ************** Neiman Marcus Direct
Customer Answer
Date: 02/18/2025
I am rejecting this response because:
my name is not ***** ***. The customer name and the amount refunded does not apply to me.
My name is ** *****-********. Order #WN00007299578
It appears Neiman Marcus resolved my return issue on 02/16 after the BBB complaint was submitted however, the amount of hoops needed to go through to resolve this matter is highly disappointing and wont be recommending Neiman Marcus to anyone.
Thank you, LJ
Business Response
Date: 02/19/2025
BBB Complaint
Re: Case # ********
Customer: ** *****-Heideman

Dear Better Business Bureau,

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

We are sorry for any frustration that may have occurred when Ms. ************** received a response intended for another customer.

Our store executives have reached out to Ms. ************** to offer apologies and address her concerns.

Should she still wish to speak with someone on the stores executive team, they would be happy to speak with her.

Thank you for allowing us to address our customers concern.

Sincerely,
Executive ************** Neiman Marcus Direct
Initial Complaint
Date:02/15/2025
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.
My boyfriend bought me a pair of **** ***** shoes from Neiman Marcus for Christmas. I wore them sporadically for about 2-3 weeks, and the buckle split down the middle. It wasn't something I caused; it was a clear defect in the buckle. I returned them to Neiman Marcus, but I havent received any updates for almost three weeks, except for a confirmation that they received the product via the Fed-EX tracking number.This morning, I called and spoke with a male representative who told me that since the shoes were worn, there was nothing they could do to resolve the issue. I requested to speak with a supervisor, and Thuso explained that they could offer me $50 and send the shoes back to me. The original purchase price was $334.52. I asked for either a refund or store credit, but he said he couldnt do anything further. I then called **** *****, and they informed me that this issue should be handled through Neiman Marcus, because they are a separate entity. The representative, *******, advised me to send pictures of the defective buckle if Neimen refuses to help. I called Neiman Marcus again and spoke to Nosi, who told me they didnt have an estimated date for when I would receive my shoes back so I could send the pictures. I truly feel that this shouldn't even be something I have to do. This is not my fault, and I shouldn't have to jump through hoops to get my money back for a manufacturing defect.I also had to pay for the label to send the shoes back. I hadnt even had them for a month before the buckle broke in half. Its clearly a product defect, yet Neiman Marcus refuses to acknowledge that. I would still like a refund, as I originally requested. I was open to store credit, but given my lack of confidence in this company, the only resolution Im seeking now is a refund. Note: I would provide pictures of the buckle, but once again, Neiman Marcus has had the shoes for almost three weeks now and have not provided a return date.
Business Response
Date: 02/24/2025
Re: ****** Kaminski
BBB Case ID ********
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 her concerns. We have researched, addressed, and shared our findings directly with the customer.

We apologize that the merchandise was defective and after careful consideration, we have issued a full refund to the purchaser.

Please allow 5-7 business days for credits to be posted.

Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus Direct

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