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

912 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:10/25/2022
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 want my item ordered or a refund WNXXXXXXXXXXX I never received the package Nieman Marcus is claiming to be delivered. There was no signature required and it was just left out in the open. They say there is a photo, but I do not even have proof that package was from Neiman Marcus. They refused to help me get a replacement or a refund because they just keep claiming to have delivered it but I never received the package. I do not have the item and they have charged me over $2,400
Business Response
Date: 01/17/2023
Business Response /* (1000, 7, 2022/11/10) */ BBB Compliant Re: Case # XXXXXXXX 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 inconvenience that may have been a result of Ms. *****'s recent shopping experience. A credit in the amount of $2,599.45, was issued to Ms. *****'s Visa account November 09, 2022. The time it takes for the credit to appear on her statement will vary depending on your financial institution. Thank you for allowing us to address our customer's concern. We consider this to be a closed matter. Sincerely, Executive Support Office - Neiman Marcus Direct Consumer Response /* (2000, 9, 2022/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:10/24/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of transaction: 8/22/2022. THe amount of money you paid: Paid 968.78$ from credit card and 1200$ gift card. What the business committed to provide you: 500$ gift card (shown on the reciept). What the nature of the dispute is: I only got 125$ gift card while I suppose to get 500$. Tried to reach out to their customer service 3 times, and they claimed the amount paying with gift card doens't count. But 500$ shown on the receipt and this was not the first time I paid with gift card and get promotional gift card back. This confusion was caused by them, and I am asking a solution from them. Whether or not the business has tried to resolve the problem: No. They refused to give me the extra $375 gift card. I told them that I also can accept returning the whole order or pay another 1200$ using my credit card instead and then get my gift card back. But they refused to provide any solutions. Order number: WNXXXXXXXXXXX
Business Response
Date: 01/25/2023
Business Response /* (1000, 5, 2022/10/27) */ RE: Case # XXXXXXXX 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 inconvenience experienced. Our goal is to address our customers' feedback, evaluate and research their concerns, and provide the best solution available. Ms. *** placed an order during our ******** gift card event. She used two promotional gift cards that she had earned previously to pay part of the order amount. The event details state "Any amount paid with a promotional gift card does not qualify toward the total spend amount to earn a gift card." The ******** gift card amount was calculated accordingly. We regret that we are unable to implement either solution proposed by the customer. The form of payment on the order cannot be changed, and due to the time elapsed, the merchandise may not be returned. We are sorry for any frustration caused and trust that the customer understands our position. We consider this to be a closed matter. Sincerely, Executive Support Specialist- Executive Offices Neiman Marcus Direct Consumer Response /* (3000, 7, 2022/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) They should treat the receipt as the source of truth. If the amout of the promotional gift card is not the same as in the receipt, they should corrent the receipt. This confusion was caused by them and they should provide a solution to solve it. As a customer, I don't want to lose my money. If I knew I wouldn't get that amount of gift card, I would not make the purchase. Business Response /* (4000, 9, 2022/11/08) */ RE: Case # XXXXXXXX Customer: ******* *** Dear Better Business Bureau, Thank you for taking the time to communicate further on behalf of our customer, ******* ***. We have reviewed the matter regarding the ******** gift card event and the gift card amount awarded for the customer's purchase. Our position in this matter remains unchanged. The portion of the purchase that was paid with previously earned promotional gift cards does not count toward the qualifying purchase for the ******** event. The order summary email states that the order may qualify for a promotional gift card. The gift card amount is not specified. No additional gift card can be awarded for this event. This is a final corporate decision that may not be escalated further. We feel this to be a closed matter. Please close this case. Thank you. Executive Support Office Neiman Marcus Direct Consumer Response /* (4200, 11, 2022/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) In my receipt, the gift card amount is specified with 500$. I am attaching the receipt again here. If this is a confusion in your side, please solve it. Business Response /* (4000, 13, 2022/11/19) */ RE: Case # XXXXXXXX Customer: ******* *** Dear Better Business Bureau, Thank you for the additional communication on behalf of our customer, ******* ***. We have carefully reviewed the customer's documentation. A second gift card is being sent to the customer via email. We feel this to be a closed matter. Thank you. Executive Support Office Neiman Marcus Direct Consumer Response /* (2000, 15, 2022/11/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:10/24/2022
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 placed my order on 10/10/2022, order # WN20757631652 and paid extra for the shipping so I can receive it on time for my vacation but the package never made it on time for my vacation. I received an email on the 14th stating it was delivered but I was out of town already and had to tell my son to drive to our house and there was no package. ***** states that it was delivered but no one signed for it. I called customer service on the 15th and I was told that she will file a claim and I should hear back in 3 days. 9 days later I called customer service and I was told that supervisor denied my claim because they have a picture that ***** delivered it. No one signed for this package, this order was over 3k why would you guys deliver this order with out requiring signature? Why should I be responsible for paying for something I did not receive? Please issue a refund on my credit card asap.
Business Response
Date: 10/31/2022
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 merchandise was securely left on the resident's front porch, a photo confirmation was attached.

Due to the foregoing, we are unable to approve the claim request.

We consider this to be a closed matter.

Regards,

Executive Support Specialist- Executive Offices

Neiman Marcus Direct
Customer Answer
Date: 11/01/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
why should a customer be responsible for paying an item that wasn't received? The item was delivered and left by my front door without making sure if anyone was at home. An order that's over 3K should have required a signature from someone in that household. ANYONE who walked or drove around our neighborhood could have easily taken the package from my house and a customer should NOT be responsible for paying for a package that was taken, whether the order was worth $1.00 or $3,000, no customer will gladly pay for an item that they did not receive.
Business Response
Date: 11/04/2022
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 order was researched by our ********************* The merchandise was securely left on the resident's front porch with a photo confirmation. It has been determined that no error occurred, therefore, the claim of non-receipt has been denied.

We consider this to be a closed matter and will be our final response. Please close this case.

Regards,

Executive Support Specialist- Executive Offices

Neiman Marcus Direct
Customer Answer
Date: 11/13/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Like I said no one in their right mind will pay for an item that they did not receive. Shame on Neiman Marcus for punishing the customer to pay for items they did not receive. I will no longer shop at your store and will share my experience with everyone that I know. I thought I can deal directly with Neiman Marcus to fix this problem but it seems like I have to go out of my way to fix this issue.
Never again Neiman Marcus, never will I shop at your store and I will share what a bad customer service experienced I've had.
Business Response
Date: 11/15/2022
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 order was researched by our ********************* The merchandise was securely left on the resident's front porch with a photo confirmation. It has been determined that no error occurred, therefore, the claim of non-receipt has been denied.

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

Regards,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 11/16/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I refuse to close this issue, I will continue to dispute my charges as i should not be responsible for paying something I DID NOT receive.

Neiman Marcus continues to say the package was securely left on the residents porch, see attached photo and tell me if this was secured? it was left outside my front door with ANYONE having access to it. i will continue to dispute the charges and will never pay for an item i didnt receive. I will continue to inform people how bad of a service i received from Neiman Marcus. Never again will i shop there.
Business Response
Date: 11/18/2022
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 order was researched by our ********************* The merchandise was securely left on the resident's front porch with a photo confirmation. It has been determined that no error occurred, therefore, the claim of non-receipt has been denied.

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

Regards,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 11/21/2022
(The consumer indicated he/she DID NOT accept the response from the business.)

I refuse to close this issue, I will continue to dispute my charges as i should not be responsible for paying something I DID NOT receive.

Neiman Marcus continues to say the package was securely left on the residents porch, see attached photo and tell me if this was secured? it was left outside my front door with ANYONE having access to it. i will continue to dispute the charges and will never pay for an item i didnt receive. I will continue to inform people how bad of a service i received from Neiman Marcus. Never again will i shop there.
Initial Complaint
Date:10/22/2022
Type:Delivery 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 was looking online to buy a "********************* Tote Bag" in size small and beige. I googled the bag, and a Neiman Marcus ad was the first search result. Upon clicking on the ad, the item I wanted was listed, with NO mention of the item being out of stock or backordered. I specially purchased the item on Wednesday, October 19, 2022 (for $181.50) because I was in a rush to receive the product and it would arrive on time if regularly in stock. Prior to purchasing the item I had NO KNOWLEDGE of the item being on back order because it was NOT STATED. When I received my order confirmation, it was only then stated that I would be receiving my item in 3 weeks because the item was on back order. To note, typical Neiman Marcus items come within 1 week to 1.5 weeks. I would not have purchased the item if I knew it would be arriving much later than expected. I reached out to their customer service, to no avail. They did not make any effort to correct the situation, nor let me know when my item is to be expected. Their unlawful conduct is a direct violation of the *** policy on consenting to a delayed item. I would not have consented to purchasing the item if I knew that the item was on back order. Their business practices are simply misleading, praying on consumer's vulnerability. My order number is WN20804508926.
Business Response
Date: 11/04/2022
Re: Case # ********

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 disappointment in the customer's shopping experience with us.

Order number WN20804508926 is in transit and expected to arrive on November 7, 2022.

To further express our apology, a Neiman Marcus Virtual Gift Card has been issued to the customer.

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

Sincerely,

Executive Support Specialist- Executive Offices

Neiman Marcus Direct

Customer Answer
Date: 11/07/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
As of right now, the company has resolved the issue and provided a proper apology. I will not be shopping with this company again as their business practices are immoral and misleading. Although, if I do not receive the product in a the time frame they provided I will be reopening the claim.
Initial Complaint
Date:10/22/2022
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.
Wow! I am absolutely appalled at the HORRIBLE customer service that Neiman Marcus shows to Normal customers that are not wealthy or celebrities.SHAME ON YOU! I walked into North Park mall on Saturday October 15 to purchase a hat. This was going to be a very special purchase because a similar Hat that mother left to me was recently stolen. I wanted to get something similar as a memory. I walked in the store and the department were great They brought me some options to look at. They even bought me a glass of champagne. The hat I decided to purchase was a Eugenia Kim. Unfortunately,they didn't have the Neiman Marcus hatbox that these hats normally come in. My sales person said she would hold the until she could get me the box. I didn't hear back from her so I reached out to corporate and they transferred me to an experienced manager named ******* Hill on 10.11 He was very pleasant told me that they didn't have the hats but they would just be willing to put it in a regular Box. Mr Hill told me that he would put the in his office and have his assistant call me to purchase and when I drive down to North park I could just pickup. Whoever the person was NEVER EVEN bothered to reach out. I reached back out to Mr. Hill on 10/13 To make sure that it will be a go on 10/22. NEVER heard back from him (left 3 message) Called cus service today 10.22. They tried to get a floor supervisor called 3 dept no answer. Finally winded up with a supervisor who could not even get Mr. Hill on the chat. I am so disappointed because I have family that are celebrities who have said"Let me just get you my person" I declined because Neiman Marcus philosophy is That they treat Everyone the same.Nothing could be furtherest from the Truth. You shouldn't have to use connections to get EXCLLENT Service. I WANTED TO see how you treat EVERYDAY people! You should treat YOUR CUSTOMERS the same Wealthy or NOT! Hopefully corporate reads this. HorribleEXPERIENCE! Loyalty doesn't have a $ Sign!
Business Response
Date: 01/09/2023
Business Response /* (1000, 5, 2022/10/27) */ 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. Please accept my sincerest apologies for the level of service that Ms. ***** received from our representatives. Please be reassured that this is the typical of the service we provide. The Northpark store has been in contact with the customer to address her concern. Ms. ***** has been invited to lunch and is extremely happy. Thank you for bring this to our attention and allowing us to address this concern. Sincerely, Executive Support Office - Neiman Marcus Direct
Initial Complaint
Date:10/18/2022
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 placed an order August 3, 2022 my order number WNXXXXXXXXXXX. There was a promotion at the time you spend over certain dollar amount you can get a gift card. Well I qualified for a $500 gift card due to my order was $4630.00. I did a return because the handbag that was order was not the one that was sent so, I went in store and purchased the correct one for $2690 on 8/11/22. I have not received my gift card, I called on the status several times and get the run around. This is unacceptable the customer service and leadership has been horrible. I have did online chat and called I spoke with Patricia and Brian thru XXX-XXX-XXXX I requested for someone in management to contact me and know one has contacted me to resolve or provide a resolution. I am very disappointed with my experience with Neiman Marcus and I will be letting other know about my experience. I spent over $3000 to get a $500 gift card and can't keep that in a timely matter.
Business Response
Date: 01/05/2023
Business Response /* (1000, 5, 2022/10/20) */ 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 are sorry for any disappointment that may have been a result of Ms. *****' shopping experience. A gift card in the amount of $500.00 is being processed and will be sent to the email address of *********@comcast.net within the next 3-5 business days. To ensure the gift card arrives to Ms. *****' inbox we recommend adding [email protected] to her address book. Thank you for allowing us the opportunity to address Ms. *****' concern. 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.) Unacceptable not fair.
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

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Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

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