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

909 total complaints in the last 3 years.
278 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:10/17/2022
Type:Customer Service 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 was assisted by an individual from jewelry at the ****************** to purchase from the Van cleef bontique in ************ ** but when the bangle worth ***** arrived it was broken. I had went to two neiman marcus stores in ********** being a physician who were unwilling to help me. Even with my busy schedule drove on a Sunday to ************, ** when ********* having experience jewelry had no manager, unwilling to hear my offered me only a ***** gift card or exchange when they mailed a broken product. Sadly a manager is suppose to oversee all their work and i was told to return to a van cleef store when my neiman card was charged. I feel they took close to $7000 of my money mailed a broken product and were hostile i want a refund for the money i spent
Business Response
Date: 11/01/2022
RE: Ref # ********
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 frustration experienced regarding the refund for the returned merchandise.

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

We have contacted the customer ************************ to apologize and to obtain her consent to issue a refund for the return to her account. The customer has agreed to this transaction.

Thank you for allowing us to address the customer's concern.

Sincerely,
Executive Support Specialist - Executive Offices
Neiman Marcus Direct
Initial Complaint
Date:10/14/2022
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 some items from Neiman Marcus.com. They did not arrive. Neiman Marcus is refusing to re-send the order that I paid for with Affirm. However, the website does not state that when you use a third-party pay service, they will not send a replacement if your order does not arrive. In addition, they have not agreed to send me the replacement item for the other list package; I paid for this one directly.
Business Response
Date: 11/01/2022
RE: Case # ********

Customer: ***************************

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 her concerns. We have researched, addressed, and shared our findings directly with the customer.

The customer was credited 10/14/22.
We consider this to be a closed matter.

Regards,

Executive Support Specialist- Executive Offices

Neiman Marcus Direct
Customer Answer
Date: 11/02/2022
Hello,

This has not been resolved. I did not receive the items in the two orders listed in my complaint. Neiman Marcus submitted two claims to ***** (one for each order). I spoke to *****, and after their investigation, they determined that the items were never delivered. However, Neiman Marcus refuses to refund me for the orders. Please help.

Thanks,
*****
Business Response
Date: 11/03/2022
RE: Case # ********

Customer: ***************************

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

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

As previously stated, a credit of $ ****** has been issued to the customer's AFFIRM account. The time it takes for the credit to appear on your statement will vary depending on your financial institution.

Please contact AFFIRM with any questions regarding the credit. For a replacement on AFFIRM you would need to place a new order using that payment.

The secondary order was researched by our ********************* and it has been determined that no error occurred, therefore, the claim of non-receipt has been denied.

This will be our final response on this matter. We consider this to be a closed matter.

Please close this case.

Regards,

Executive Support Specialist- Executive Offices

Neiman Marcus Direct
Initial Complaint
Date:10/13/2022
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.
A couple of months ago I placed an online order for a Mens ring. The store never shipped it. When i reached out they treated me like a liar. So after they forgot the $400 ring, and they've blamed me for their staff making a big mistake. I now am forced to sign for EVERYTHING. This creates a major inconvenience as far as trying to run errands with my two small children. I want compensation and an apology for this abhorrent lack of customer service and general decency.
Business Response
Date: 12/29/2022
Business Response /* (1000, 5, 2022/10/26) */ RE: Case # XXXXXXXX Customer: ***** ********** Dear Better Business Bureau, Thank you for taking the time to communicate to us on behalf of our customer, ***** **********. Please allow us this opportunity to apologize 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 contacted our customer care center to report that a ring he had ordered was not received. We have contacted the customer directly to address his concerns. We feel this to be a closed matter. Regards, Executive Support Specialist- Executive Offices Neiman Marcus Direct Consumer Response /* (2000, 7, 2022/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:10/11/2022
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 09/05/22, I placed order WNXXXXXXXXXXX for a pair of sneakers and a pair of pants for a total of $1539.22. I received 09/08/22 it and then requested to return the order 09/14/22 for a refund total of $1514.22. I shipped my return on 09/16/22 at my nearest fedex location. The return was delivered 09/20/22 under the tracking number XXXXXXXXXXXXXXXXXXXX. I contacted them the 27th asking when I could expect my refund. I was told it can take 3-4 more days. I waited past that and still never received my refund. I contacted again 10/4/22 to be told the warehouse was notified and to wait till 10/07/22. I waited till then and still received no refund or any updates. I contacted 10/10/22 to which they then told that the weight does not match and that they have received the wrong items. I right fully shipped back the correct pair of sneakers and pair of pants. They're now refusing to refund me after weeks of leading to me some nonsense resolution. They have my return and are not rightfully refunding my money
Business Response
Date: 12/28/2022
Business Response /* (1000, 5, 2022/10/13) */ 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 been a result of Mr. ********'s recent shopping experience. We have researched the customer's concern of returning the order. Credits in the amount of $ 1,217.68 & 296.54 have been issued to the customer's account. Thank you for bringing this to our attention. We consider the matter closed. Sincerely, Executive Support Office - Neiman Marcus Direct
Initial Complaint
Date:10/08/2022
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 9/20/2022 I purchased a number of high end products at https://www.bergdorfgoodman.com/. Order # WB XXXXXXXXXX. Once of the items is La Mer Cream, retail price is $ 570 for 3.4 oz. The item in question appears to be a completely different one-I been using La Mar for the last 20 years or so. It is liquidish, different consistency and application and duration is not what it used to be. I became very upset. Called up customer service last night. The lady on the phone suggested that " due to the war in Europe, La Mer cannot get ingredients therefore they came with a ligher formula". I am Ukrainian, born in Ukraine, my 88 year old mom lives in Lviv, my brother who flew to Lviv two days before the the Russian aggression began- and now I am being fed this garbage? Ukraine never supplied anything to LaMer, ever. It is cynical to use russian aggression against my people as a vague excuse to misrepresent the product. This is fraud, in a very poor taste. If La Mar changes the formula and the product loses its cosmetic value, you must not market as an original product with the same price tag. This is dishonest, misleading and unethical business practice. I am shipping this item back, want to get an original one and a detailed explanation from upper corporate office how it became possible and how BG is going to rectify the situation.
Business Response
Date: 01/09/2023
Business Response /* (1000, 5, 2022/10/20) */ BBB Complaint Re: Case # XXXXXXXX Customer: ******* ********** Dear Better Business Bureau, Our goal is to address the customer's feedback, to evaluate and research their concern, and to provide the best solution available or an explanation of what occurred. We have launched a investigation to determine if a new formula is being used by La Mer. In the meantime, a credit in the amount of $451.81 has been issued to Ms. **********'s Visa account. The time it takes for the credit to appear on your statement will vary depending on your financial institution. Previously, Ms. ********** had been issued a credit in the amount of $42.07 for the La Mer Cream, due to a delay in delivery. The dollar amount above reflects the total remaining after the $42.07 credit being issued. Thank you for bringing this to our attention and allowing us to address Ms. **********'s concern to our attention. We consider the matter to be closed. Sincerely, Executive Support Office - Neiman Marcus Direct Consumer Response /* (3000, 7, 2022/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did request to replace this item with the original formula- I am left without a face crème. Business Response /* (4000, 9, 2022/10/26) */ BBB Complaint Re: Case # XXXXXXXX Customer: ******* ********** Dear Better Business Bureau, Thank you for taking the time to communicate on behalf of our customer ******* **********. We are sorry for any inconvenience that may have been a result of Ms. **********'s recent shopping experience. Due to Ms. **********'s claim of receiving a fraudulent item, we wanted to thoroughly investigate her concern. While we were conducting of investigation Ms. **********'s return was received and credited. We confirmed there had been no changes to the formula for the La Mer Moisturizing Cream. However, we did discover that there are two offerings on our website that are both Moisturizing Creams. The 3.4oz Moisturizing Soft Cream @ $570.00 and The 3.4oz Crème de La Mer Moisturizing also $570.00. We have reached out to Ms. ********** to assist her with placing an order for the 3.4oz Crème de La Mer with no response. Thank you for allowing us the opportunity to address our customer's concern. We consider the matter closed. Sincerely Executive Support Office - Neiman Marcus Direct Consumer Response /* (4200, 11, 2022/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, Yes there was a voice mail left from NM reportedly. I called back but nobody was available and still very much need an original cream. Thank you. Business Response /* (4000, 13, 2022/10/30) */ BBB Complaint Re: Case # XXXXXXXX Customer: ******* ********** Dear Better Business Bureau, Thank you for taking the time to communicate to us on behalf of our customer ******* **********. We have spoken with Ms. ********** and made arrangements to have her La Mer Cream shipped as soon as possible. Ms. ********** was satisfied with the resolution. Thank you for allowing us the opportunity to address her concerns. We consider this to be a closed matter. Sincerely, Executive Support Office - Neiman Marcus Direct
Initial Complaint
Date:10/08/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a suit in May for 4441.40$. I returned this item in person in 3 days later. The item was inspected and the return was processed. I physically left the store. Hours later, I received a voice message from the sales associate stating that he is voiding the return and claimed that the suit had a stain on it. To start, if there was a stain on the suit that would have been noticed upon inspection when I returned the item physically and the suit would not have been returned in the first place. Hours later after the item was out of my possession, I received this voice message from the sales associate. I had opened this dispute after receiving this voice message. This dispute has been open and closed at least 4-5 times now since May. I have requested for the merchant to provide evidence of the stain being present on the suit since it is in their possession. They have had since May to upload this evidence and have not done so. Even if they were able to upload a photo, this does not change the fact that the suit was out of my possession for hours and someone from the store could have spilled something on it and put a stain on it during that time. But to further support, my claim they couldn't even provide a photo. I currently do not have possession of the suit and I am being asked to pay 4441.10$ for an item that I do not even have. I am shocked that this is still going on all the way until October and I am really surprised that **************** dispute team is not easily able to see how ridiculous this is. Every time I open a dispute claim, the merchant keeps writing that "the suit had a stain on it and was unsellable" despite providing no evidence and admitting that it is in their possession. I am currently out the entire amount with no item and need to be refunded. As you can see from the attached photo, the suit was already refunded and I left the store prior to this return being voided.
Business Response
Date: 10/17/2022
Re: Case # ********
Customer: ***********************

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

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

Please allow us this opportunity to apologize for any disappointment in the customer's shopping experience with us.

The customer was contacted to notify that we are unable to accept this merchandise back for return due to the suit being dirty and appeared to be worn with something spilled on the garment also the tags were not attached.

The customer came in the store to pick up the suit on June 15th. The suit is in the customer's possession.

Thank you for allowing us to address the customer's concern.
Sincerely,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 10/19/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very surprised at the extent that this company is willing to go to make a sale. They are contradicting the statement that they made to ***************** where they admitted that the suit was in their possession. Now they are claiming I have it, that is a lie. it is very simple, they processed the return then hours later claimed that there were stains on it. Anything could have happened during that period as the suit was no longer in my possession. If there were stains on it, they wouldn't have processed the return in the first place. They are thieves.

Business Response
Date: 10/20/2022
Re: Case # ********
Customer: ***********************

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

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

The Sales Manager handed the suit to the customer on June 15, 2022 at approximately 4:35 pm.

The suit is in the customer's possession.

We sincerely apologize for any inconvenience that *** have been caused.

With this final communication we do consider the matter closed.

Sincerely,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct

Customer Answer
Date: 10/22/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, I am not sure if this is management or the sales associate, ***** that is making up these lies but please provide evidence that the suit was picked up, as it never was.
Business Response
Date: 10/27/2022
Re: Case # ********
Customer: ***********************

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

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

Loss Prevention had been holding the suit in their possession until it was picked up by **************. They confirmed that they watched the hand off the item to the customer.

Also we do have the text thread with the customer confirming the return was picked up.

We sincerely apologize for any inconvenience that *** have been caused.

With this final communication we do consider the matter closed.

Sincerely,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct

Customer Answer
Date: 10/28/2022
(The consumer indicated he/she DID NOT accept the response from the business.)

Please provide evidence. If you are unable to do so then it is obvious that the case is closed after THIS communication.
Business Response
Date: 11/03/2022
Re: Case # ********

Customer: ***********************

Dear Better Business Bureau,

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

************** picked up the suit on June 15, 2022.

The suit is in the customer's possession.

We have an internal text thread from our store with the customer confirming the suit was picked up.

Neiman Marcus reiterates its prior responses filed with the BBB and we consider the matter closed.

No further responses will be posted by Neiman Marcus in connection with this complaint.

Please close this complaint.

Sincerely,

Executive Support Specialist- Executive Offices

Neiman Marcus Direct
Customer Answer
Date: 11/04/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, they have no legitimate proof. In regard to the "text" thread they are referring to:

A) they have not provided it
B) it could easily be fraudulent

Do not close this case. They need to be publically shamed for what the unethical buisness they are running.
Business Response
Date: 11/16/2022
Re: Case # ********
Customer: ***********************

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

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

Per ********************** **************, they can confirm that the suit is no longer in the store and was given to ************** on June 15, 2022.

The store's Loss Prevention had been holding the suit in their possession until it was picked up by **************.

Loss Prevention confirmed that they watched the hand off the item to the customer.

********************** reiterates its prior responses filed with the BBB and we consider the matter closed.

No further responses will be posted by Neiman Marcus in connection with this complaint.

Please close this complaint.

Sincerely,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct

Customer Answer
Date: 11/17/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I am no longer going to reply to anything this representative from the buisness is saying as I have realized that we are going in circles and they are willng to push it to whatever extent is needed to fabricate and lie. This buisness should be ashamed of their actions. I hope they are repremanded.
Business Response
Date: 11/18/2022
Re: Case # ********
Customer: ***********************

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

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

Per ********************** **************, they can confirm that the suit is no longer in the store and was given to ************** on June 15, 2022.

The store's Loss Prevention had been holding the suit in their possession until it was picked up by **************.

Loss Prevention confirmed that they watched the hand off the item to the customer.

********************** reiterates its prior responses filed with the BBB and we consider the matter closed.

No further responses will be posted by Neiman Marcus in connection with this complaint.

Please close this complaint.

Sincerely,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Initial Complaint
Date:10/07/2022
Type:Customer Service 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.
Hello,I paid great amounts of money for an item ($1875.00)I received the product and I started a return. I returned the product the first day I receieved it and now they are telling me that since it hasnt reached their warehouse yet (despite it being a long time over the refund day).According to the tracking, it is still in transit but they are telling me to open a claim with ***** but that is not my responsbility! If the package is lost, then its their responsibility to open a claim with them. I should not be caught in the middle of this mess. I used the label that they provided me with and I did everything which was requested! Now they are telling me to wait 3 weeks for me to get my refund. It is not fair as I need the money back really badly!
Business Response
Date: 10/21/2022
RE: Ref # ********

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 apologize for any frustration experienced regarding the customer's order.

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

A parcel loss claim has been filed and credit has been issued to the original form of payment ****** on the order as of October 21, 2022. The posting of the credit to the customer's account depends upon the policies of the customer's bank for such transactions.

Thank you for contacting us to address the customer's concern.

Sincerely,
Executive Support Specialist - Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 10/24/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:10/06/2022
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.
This is regarding order #WNXXXXXXXXXXX placed at neimanmarcus.com in Jun 2022. I had ordered 2 same dresses with 2 different sizes and when i received my order, there was just one dress in the package. I immediately raised it to customer care that i only received one dress and I was told that I would get a refund for the one that I didn't receive. The one that I had received, it didn't fit me well and so I returned that one and got the refund for it but I never got the refund for the one i never received. I called and chatted with customer care several times and everytime i was told that i would get my refund soon. On Oct 2, 2022, I finally visited a store in Orlando and spoke with a manager and asked him to help me. The manager asked a lady from his team to call customer care and resolve the issue. We were on the call for an hour and finally, the rep, on the phone, told me that she is processing the refund of ~$378 and I should get that in a couple of days. She also promised that she will send me an email right away with everything we discussed. I disconnected the phone and came back home. It has now been 4 days and i neither received any email or my refund. This is highly frustrating and your staff keeps making false statements just to hang up the phone. I just need my money back.
Business Response
Date: 12/28/2022
Business Response /* (1000, 5, 2022/10/14) */ RE: Case # XXXXXXXX Customer: ****** ***** 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 her concerns. We have researched, addressed, and shared our findings directly with the customer. The customer was credited on 10/02/22. The posting of the credit of the customer's account depends upon the policies of the customer's bank for such transactions. We consider this to be a closed matter. Regards, Executive Support Specialist- Executive Offices Neiman Marcus Direct
Initial Complaint
Date:10/01/2022
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 order for a $129 pair of earrings on 9/09/22. The original tracking (WNXXXXXXXXXXX) said that the order would arrive by 9/11/22. When it was not here on 9/11/22, I was not too concerned because I figured it had some minor delays. When my package had still not arrived on 9/18/22, I decided to reach out to Neiman Marcus. They stated that it had been delayed, but they reached out to FedEx and said it was on the way. By then, my package was over a week late. I decided that this must be a fluke, and I still wanted the earrings, so I ordered another pair on 9/22/22, intending to return whichever pair arrived last (WNXXXXXXXXXXX). My second order was supposed to arrive on 9/24/22. It is now 10/1/22 and neither pair has arrived. I have been in contact with Neiman Marcus several times and they stated that I could not cancel my order or request a refund because my package had already shipped. I spoke with FedEx asking if I could pick up my earrings from the FedEx site, and they said I would need to get Neiman Marcus to update the shipping instructions to do so. I asked Neiman Marcus to update the shipping instructions and they would not. I am now out over $250 and have no idea if/when my earrings will ever arrive. I did not expect a supposedly high end store to be unable to deliver TWO separate orders.
Business Response
Date: 11/22/2022
Business Response /* (1000, 5, 2022/10/10) */ Re: Case # XXXXXXXX Customer: ******** ***** 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 customer's did not receive the type of service we strive to offer is very disappointing. A credit has been issued for the refund of order number WNXXXXXXXXXXX on October 6, 2022. The posting of the credit depends on the policies of the customer's bank for such transactions. Order number WNXXXXXXXXXXX was delivered on October 10, 2022 and was left at the front door. Thank you for bringing this to our attention. Again, we truly regret any disappointment that may have been caused. Sincerely, Executive Support Specialist- Executive Offices Neiman Marcus Direct Consumer Response /* (2000, 7, 2022/10/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:09/30/2022
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 went to Bergdorf Goodman today and purchased 3 items from Chanel Makeup. When I came home, after trying on one item, I realized the color of the lipstick was wrong. I looked at the other items and realized the salesperson gave me 2 wrong items out of 3. I called Bergdorf's, I was transferred to a man who looked up my order & said those are the 3 items I purchased & he was there & I asked for these items. He was telling me what I said, and I stated I never said I wanted what he said. I told him the sales girl said I wanted 136 lipstick and she made me try on Beige Natural lipliner. When I got home I had Rose Natural lipliner and 138 lipstick. I also asked how long the return was and he accused me of being abusive to him. I told him he was being abusive to me. I don't know how since I had nothing to do with him he knows what I said. I ended up hanging up on him and he kept telling me these wrong items are what I asked for. I only purchased one item by name. The other items were recommended to me by the sales girl and I tried them on. I am not going to pay for 2 wrong items. I asked to speak to the manager and he said he was the manager. I couldn't believe I was being spoken to and accused of buying wrong items from this person who I had nothing to do with. I want a refund on the items I didn't purchase.
Business Response
Date: 12/08/2022
Business Response /* (1000, 5, 2022/10/15) */ RE: Case # XXXXXXXX Customer: ******* ****** 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 to Ms. ****** for any inconvenience she experienced. Our goal is to address our customers' feedback, evaluate and research their concern, and provide the best solution available. Ms. ****** wanted to return items she purchased at our NYC Bergdorf Goodman store. We have communicated with her directly and have sent her a gift card. We feel this to be a closed matter. Regards, Executive Support Specialist- Executive Offices Neiman Marcus Group Consumer Response /* (2000, 7, 2022/10/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Neiman refunded my money back.

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