Business Profile

Department Stores

Neiman Marcus Company

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

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

Complaints

This profile includes complaints for Neiman Marcus Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

914 total complaints in the last 3 years.
276 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/11/2022
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 ordered a brand new belt from Neiman Marcus on 8/2/2022. I received it in the main and it was used. I returned it to exchange it for a new belt. When I received the replacement, it was the wrong belt. After multiple calls and 3 hours spent across waiting 5 weeks, I have no resolution. They don't want to send a replacement belt.
Business Response
Date: 09/20/2022
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 disappointment that *** have resulted with
the condition of the belt and the delivery of
the replacement belt.

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 have researched the customer's concern and
there *** have been an inventory stock issue.
************************ *** place a new order and we will
do everything possible to get the correct belt.

************************ was given a credit for the replacement belt which was sent in error, in anticipation of returning the item. To avoid being recharged, the customer will need to return the belt.

We take each of our customer's concerns seriously and regret not meeting ************************ expectations on this occasion. Please be assured that we have
shared the customer's feedback to the appropriate departments; as we are continuously reviewing our customers shopping experiences and processes
to better service our customers.

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

Sincerely,
Executive **************** Neiman Marcus Direct
Customer Answer
Date: 09/20/2022
***Document Attached***
This is correspondence between Neiman Marcus and *************************, the daughter of *******************************, assisting him with resolving the issue. They are unwilling to cooperate. Their solution is for us to return the belt if we want a refund and we can just reorder the belt. The issue is, we've ordered the belt twice and it came on incorrectly. The first time it was used and the second time it was the wrong belt. This needs to be made right and they are unwilling to do anything but take back the incorrect belt. They won't even help us get the correct belt.
See Attachment/File: ******************* Email.pdf
Customer Answer
Date: 09/21/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
They didn't respond with anything. They provided no resolution other than for the belt to be returned or they will charge for it again. It seems they are not willing to take any actions to correct the issue. Send the belt that was ordered or we will need to involve consumer protection attorneys.
Customer Answer
Date: 09/22/2022
Neiman Marcus said a credit has been issued. This is not the truth. No credit has been issued at all for the incorrect belt.
Business Response
Date: 09/28/2022
Dear Better Business Bureau,

Thank you for providing the customer's response.

We have communicated to the customer that the belt would need to be returned to maintain the credit that was given on 9/11/22.

We offered to assist the customer with a new order for the belt, however the customer has not placed an order at this time.

We feel this to be a closed matter.

Sincerely,
Executive **************** Neiman Marcus Direct
Customer Answer
Date: 10/07/2022
This is incorrect. They did not issue a credit for the incorrect belt and have not attempted to assist with correcting this. They told me I would need to reorder the belt by calling a different number and the belt would actually cost more this time. They also said they could not guarantee I would get the correct belt this time and were not willing to ship any faster than 2 weeks. They have not beeen willing to help with this at all. Their response was, "you will have to reorder it, but if you don't send the one you have back we will charge you additionally for it as well". I feel like they are treating me as if I am to blame. BBB should not close this claim. This has not been resolved and Neiman Marcus treats their customers horribly.
Business Response
Date: 10/13/2022
Dear Better Business Bureau,

Thank you for providing the customer's response.

The customer was given credit on 9/11/22 in the amount of $ ****** for the belt in anticipation
of the return. We have researched our records
and the belt has been returned and processed on 10/12/22.

************************ may place a new order on the employee line, 877-MPL-OYEE *************). Any eligible sale or retired employee discount will apply. No additional discounts will be offered.

We feel this to be a closed matter.

Sincerely,
Executive **************** Neiman Marcus Direct
Customer Answer
Date: 10/14/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Neiman Marcus continues to demonstrate a low level of service. They have refused to offer any kind of appropriate solution.
The only thing they are willing to "provide" in response to our headache is the ability to call and place another order. How can they expect us to make another order with them when this is how we are treated when an issue arises? If we were to make another order, they won't guarantee we will receive the correct belt, or offer any faster delivery. This is the same poor customer service we received in the first place. How can they expect this issue to be closed when all they did was accept a return? Times have changed now. It's expected for a company to accept a return especially when the item was returned because of an issue on the company's part. Neiman Marcus is a long standing retail store seeming to operate in the luxury space, but this experience has been far from luxury. Their response "we believe this to be a closed matter" just demonstrates that they could care less about making reparations to a customer that has had a negative experience multiple times. It seems Neiman Marcus refuses to do anything to make this right. They aren't offering a solution, it's a dismissal.
Business Response
Date: 10/19/2022

Dear Better Business Bureau,

Thank you for providing the customer's response.

The customer was given credit on 9/11/22 in the amount of $ ****** for the belt in anticipation
of the return. We have researched our records
and the belt has been returned and processed on 10/12/22.

************************ may place a new order on the employee line, 877-MPL-OYEE *************). Any eligible sale or retired employee discount will apply. No additional discounts will be offered.

We feel this to be a closed matter.

Sincerely,
Executive **************** Neiman Marcus Direct
Customer Answer
Date: 10/20/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have ordered this belt twice and it has been wrong both times. Both times they made me send the belt back and offered no real resolution. At this point they are only "offering" to let me order the belt again. This should never happen. Customers don't deserve to be treated this way. I shouldn't be doing quality control on their behalf and spending my time repackaging and resending incorrect items. Neiman Marcus was given plenty of opportunities to make this right and they have not. It seems like they are not willing to. Where do we go from here? Consumer complaint with the ftc?
Business Response
Date: 10/25/2022
Dear Better Business Bureau,

We have given our final response. We consider this matter closed.

Sincerely,
Executive **************** Neiman Marcus Direct
Customer Answer
Date: 10/26/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been no offer to resolve this issue. I still don't have the correct belt I ordered. Now I actually don't have any belt at all. There are consumer protection laws protecting this type of treatment in America. I've battled with this for far too long and had to take time out of my day to mail back 2 incorrect belts. Now they are not even willing to correct their mistakes. They just want me to reorder the belt which is now at a higher price and won't even honor the previous price. Something must be done.
Business Response
Date: 11/02/2022
We have issued credit for the return of the belt and have offered several times to assist
the customer with replacing the item.

************************ is requesting additional compensation outside of the eligible sale or retired
employee discount, which we are unable to provide per our policy. The customer has been
contacted previously and advised of this.

We are unable to communicate any further on this concern. We are asking for the Better
Business Bureau to please close this case.
Initial Complaint
Date:09/10/2022
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 spoke with several people from Neiman Marcus regarding my experience. I placed an order for a Balenciaga child's shoe and never received my order. I called in regarding this and was told that I was being refunded back to my original form of payment in 3-5 business days. I called in after the 5 business days to see why I hadn't received my refund and the lady told me that they would try again within ***** hrs. After this I called in again & was told 3-5 business days for them to try again. I decided to call again because I was told different information on 2 different occasions so now I didn't know what to believe. I called again today and spoke with a gentleman who informed me I would be receiving a gift card or a check which I told was unacceptable because I didn't pay by check. I asked him to xfer me to a supervisor who was VERY RUDE. Talking over me , no sympathy/empathy, compassion given towards the customer who then hung up on me. Her name was ******** then called back to the call center and asked to speak to a supervisor and they xfer me to the supervisor which was the same lady *** A. Very rude , laughing in my ear , placed me on hold in the middle of me talking , and just out right didn't care. Still no resolution and will never ever be shopping with Neiman Marcus again. What a horrible experience & just want my money back!
Business Response
Date: 09/23/2022
RE: Case # ********
Customer: *******************************

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

Thank you for taking the time to communicate to 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 09/22/22.

We consider this to be a closed matter.

Regards,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Initial Complaint
Date:09/09/2022
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 cancelled order WNXXXXXXXXXXX because the company never shipped the item. I used PayPal. They still have not taken off the authorization for $364.75. It's been over a week of phone calls and e-mail. I still do not have my $364.75 back.
Business Response
Date: 11/03/2022
Business Response /* (1000, 5, 2022/09/12) */ 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. After reviewing the customer's concern, there was an order # WBXXXXXXXXXX placed on 9/1/22 for the shoe in a size 10D. The order was cancelled on 9/8/22 because the size was no longer available. This is possibly the email Mr. Taylor received. Mr. Taylor's order # WBXXXXXXXXXX has shipped and been confirmed delivered on 9/10/22 via FedEx, tracking # XXXXXXXXXXXX. Please be advise that items which ship from our store may incur a slight delay. We take each of our customer's concerns seriously and regret not meeting Mr. Taylor's expectations on this occasion. Please be assured that we have shared the customer's feedback to the appropriate departments; as we are continuously reviewing our customers shopping experiences and processes to better service our customers. Thank you for bring this to our attention. We hope to have an opportunity to serve Mr. Taylor's better in the future. Sincerely, Executive Support Office - Neiman Marcus Direct
Initial Complaint
Date:09/08/2022
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.
Placed an order with Neiman Marcus on 6/14/2022 during a promotional gift card event (JUNEGC). I received an email saying that gift card would be sent to my e-mail after 8 weeks from the order placed. However, I have not received any gift card. I also, called the number that they provided via text message many times, and they keep changing the weeks on when I'm suppose to get this gift card (6-8 wks, **** wks). It is now week 12 and when I called the number reference #************** they told me to wait for the gift card and takes about 6-8 weeks. If I wait that will be ***** wks instead of 8 wks. Who knows if it'll even be sent by that time. This gift card is worth $250
Business Response
Date: 10/04/2022
RE: Case # ********
Customer: Lady ***************************

Dear Better Business Bureau,

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

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 gift card was emailed 09/28/22.

We consider this to be a closed matter.

Regards,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Initial Complaint
Date:09/08/2022
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.
ORDER: WBXXXXXXXXXXI placed an order for a pair of shoes, for $475.00 on the seller's website- they were shown as in-stock and to be received in 3-5 days, on 9/1/22, on 9/3 I contacted customer service because I had not received a shipment verification- I was told that there was a complication shipping direct from a store, and that there was no guaranteed shipping timeline... the customer service rep. assured me that they had put a note on the item and it would be shipped ASAP, I received an email on 9/6/22 that the order had been cancelled, I contacted customer service again for status on 9/6/22, via their text system, and was repeatedly forwarded to different customer service reps, without receiving any order status update- or confirmation as to whether the order was cancelled and whether a refund was being processed. On 9/6/22 I spoke to a customer service rep. via email who assured me that the order was not cancelled and being processed- that the shipping label was printed, but that it would not be received until at earliest the 13th- I responded that I wanted to cancel the order, and received no reply. On 9/7/22 I called customer service and waited on the phone for 10 minutes only to speak to a customer service rep. who stated that she was unable to cancel the order, but would submit a cancellation request that would take 24-48hrs to process... As of today BG has given me no verification of order status and has failed despite two requests, to cancel the order and provide a refund. As reflected in comments I see online, BG has terrible customer service for a luxury retailer. I want the order cancelled and my refund processed on 9/8/22; a unguaranteed two week delivery time for a purchase listed as 3-5 days delivery is unacceptable, especially given that it was being shipped from their own retail location domestically.
Business Response
Date: 11/10/2022
Business Response /* (1000, 5, 2022/09/21) */ 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. After reviewing the customer's concern, there was an order # WBXXXXXXXXXX placed on 9/1/22 for the shoe in a size 10D. The order was cancelled on 9/8/22 because the size was no longer available. This is possibly the email Mr. ****** received. Mr. ******'s order # WBXXXXXXXXXX has shipped and been confirmed delivered on 9/10/22 via FedEx, tracking # XXXXXXXXXXXX. Please be advise that items which ship from our store may incur a slight delay. We take each of our customer's concerns seriously and regret not meeting Mr. ******'s expectations on this occasion. Please be assured that we have shared the customer's feedback to the appropriate departments; as we are continuously reviewing our customers shopping experiences and processes to better service our customers. Thank you for bring this to our attention. We hope to have an opportunity to serve Mr. ******'s better in the future. Sincerely, Executive Support Office - Neiman Marcus Direct
Initial Complaint
Date:09/06/2022
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.
I purchased the Versace Medusa Pool slides in fuschia on 6/30/22. I wore them for the first time on 9/3/22. The insides are rubbing off. These are $450 slides and I own plenty of detainer slides. I was told them could only offer 15% off because it was over 30 days. I then called Versace on 9/6/22 and spoke with ********. I was told to send in pictures and the receipt for assistance. They then told me they couldn't warranty or help me because I didn't purchase online or from a Versace store. I called again later that evening and spoke with **** and was told the same thing. The issue is getting worse with the shoes as I continue to wear them. There is most definitely a defect with these shoes. It has to be a known issue.
Business Response
Date: 09/15/2022

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 frustration that *** have been experienced. Our goal is to address our customer's feedback, evaluate and research their concern, and provide the best solution available.

We have contacted the customer and a return label has been sent to the customer's email address, ******************* Please allow ***** business days for the return to process. The customer will receive an email once the return has been credited.

Thank you for allowing us to address the customer's concern.
We consider this matter closed.

Sincerely,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 09/16/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Retailer has agreed to issue me a full refund.
Initial Complaint
Date:09/06/2022
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.
Returned item still chargesd
Business Response
Date: 09/23/2022
Dear Better Business Bureau,

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

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

We are terribly sorry for any disappointment that *** have resulted with the return of an order/purchase.

We would be happy to assist the customer, however, we are unable to locate the order or purchase the customer is referring to. If she could provide
the order number if it was an online order or the store where she purchased and returned the item to. We would research her concern.

Thank you for bringing this to our attention. We look forward to the customer's response.

Sincerely,
Executive **************** Neiman Marcus Direct
Customer Answer
Date: 09/28/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
ORDER WN20079797282
Business Response
Date: 09/29/2022
Dear Better Business Bureau,

Thank you for the response from ************** regarding the return of the order.

We have researched the customer's concern and found that credits for both of the items on the order were issued to the customer's credit card on 06/28/22 ($ ******) & 07/13/22 ($ ********). The customer may want to contact her issuing bank for any additional information.

Thank you for bringing this to our attention. We consider this a closed matter.

Sincerely,
Executive **************** Neiman Marcus Direct
Initial Complaint
Date:09/04/2022
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 am missing the refund for the ******* Wrap Cocktail Dress, from Order #********. All the other items in the return package have been refunded to me, except for that one.
Business Response
Date: 09/08/2022
RE: Case # ********

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

Dear Better Business Bureau,

Thank you for taking the time to communicate to 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 return in question has been located and credit has been issued. Posting depends on the bank, but normally takes 3-5 business days.

We feel this to be a closed matter.

Regards,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 09/09/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes they were prompt and honest and I appreciate them not taking advantage of me/dragging the case out. Had a similar issue with **** and they strung me along and I had to file a Paypal dispute. Thank you Neiman
Initial Complaint
Date:08/30/2022
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.
Date of transaction:8/14/2022 The amount of money I paid the business:276$ The business committed to provide me:as a seller,they should ship my merchandise or refund me ,but they take my money and did nothing. The nature of the dispute:they canceled my order but don't give me refund. Whether or not the business has tried to resolve the problem:No Account:*************@outlook.com order number: The first one:XXXXXX XXXX XXXX XXXXX XX/14/22 ïï¿½ï¿½shown on the receiptïï¿½ï¿½ The second one:XXXXXX XXXX XXXX XXXXX XX/14/22 ïï¿½ï¿½shown on the receiptïï¿½ï¿½ I called Neiman Marcus Scottsdales and place two orders over phone with a saleperson of their store who belongs to their Chanel counter at 8/14/2022.The scecond day I found my orders were canceled ,I thought they will give me refund to my original payment card automatically,so I just wait.But half a mounth has past I still didn't recieve my refund!!! In recent days I called Neiman Marcus Scottsdales many times to ask them refund me,I called many departments of their store include their manager,but nobody helped me,all of them pass *** buck,I am very angry ,as a seller ,they take my money,neithr ship me my merchandise nor refund me!!!They even say they didn't charge me ,but I can provide the billing records which shows clearly of this two tranactions.Their manager asked me to turn to the saleperson whom I ordered with,but I just know I called the store number,as far as who answer the phone ,it's random,I really don't remember her name.They even didn't ask me the order number,I think they can find the saleperson in their systerm according to the order number ,but they didn't try.Anyway,it's Neiman marcus sell me the merchandise,not the person who answered my phone,their manager must can help me but he didn't.I attached the e-receipt of the two order and billing records below,hope BBB help me ,thank you very much!!!
Business Response
Date: 11/10/2022
Business Response /* (1000, 5, 2022/09/06) */ 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. ****'s orders cancelling. Due to Ms. **** placing the orders using a Visa Pre-Paid Gift Card, we are unable to place the refund credits on those gift cards. However, our Scottsdale AZ store executives are currently working with Ms. **** to determine an acceptable means of refunding Ms. ****. Thank you for allowing us to address the customer's concerns. We consider this to be a closed matter. Sincerely, Executive Support Specialist - Executive Offices Neiman Marcus Direct Consumer Response /* (3000, 7, 2022/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Actually,I recieved their email and,and I replied promptly,but nobody reply until today Business Response /* (4000, 9, 2022/09/19) */ 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 disappointment in the customer's shopping experience with us. We are currently working with the customer directly. Ms. **** has been advised that she will need to provide information to find an acceptable way to issue credit. Thank you for allowing us to address the customer's concern. We consider this to be a closed matter. Sincerely, Executive Support Specialist- Executive Offices Neiman Marcus Direct Consumer Response /* (4200, 11, 2022/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can't get in touch with them via phone because nobody answer the phoneï''ï''I replied their email from this email address ,***************@neimanmarcus.com,but nobody reply me.they just leave voice message and email me to ask me to call them,but when I called them there is no body answered. Please just refund me Nieman gift card to my email address,so we don't need to contact each other Business Response /* (4000, 13, 2022/09/26) */ Re: Case # XXXXXXXX Customer: ***** **** Dear Better Business Bureau, Thank you for taking the time to communicate to us on behalf of our customer, ***** ****. A Gift Card has been issued and sent to the customer's email, *************@outlook.com. Thank you for allowing us to address the customer's concern. We consider this to be a closed matter. Sincerely, Executive Support Specialist- Executive Offices Neiman Marcus Direct
Initial Complaint
Date:08/23/2022
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.
Order #WNXXXXXXXXXXX for Bruno Magli sandals was to be delivered by Neiman Marcus shipping carrier of choice Federal Express, tracking #XXXXXXXXXXXX. FedEx failed to deliver on Aug 19 wrongly claiming that nobody was at home, followed by to be delivered on Aug 22 which was not done as well, and current status that it is on their station since Aug 19. Attempts to clear this problem with FedEx did not bring resolution to this problem, and file BBB complaint XXXXXXXX on Aug 22 so far did not make a difference. Attempt to resolve the delivery problem with Neiman Marcus Customer Care Ms. Aleyda when she conferenced FedEx Customer Service also failed with no follow up to resolve the issue.
Business Response
Date: 10/27/2022
Business Response /* (1000, 5, 2022/09/03) */ 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 Mr. ***** for any inconvenience he experienced. Our goal is to address our customers' feedback, evaluate and research their concern, and provide the best solution available. The customer contacted us to inquire about the delivery status of his shoes. When immediate delivery could not be arranged, the shoes were returned to our fulfillment center. A full refund was issued on August 23rd. We feel this to be a closed matter. Sincerely, Executive Support Specialist- Executive Offices Neiman Marcus Direct

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