Complaints

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

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  Neiman Marcus Company

  1618 Main St Dallas, TX 75201-4720

  
• 

  Neiman Marcus Company

  2223 N West Shore Blvd # 600 Tampa, FL 33607

• 

  Neiman Marcus

  505 Nicollet Mall Minneapolis, MN 55402

• 

  Neiman Marcus

  3400 Palm Way Austin, TX 78758

• 

  Canali

  5200 Monahans Ave Fort Worth, TX 76109

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:07/31/2022

  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 had placed a $2400 order with neiman marcus and my order say shipped and delivered and I never received anything from fedex they're saying I signed a package for myself which I wasn't even home for nor was anyone else in my home to sign for and they're now telling me I'm responsible for my loss which is insane I never received anything I even have a ring door which has a camera no fedex man came up to my home at all what so ever

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/08/13) */ 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 disappointment he experienced. Our goal is to address our customers' feedback, evaluate and research their concern, and provide the best solution available. The customer disputed the delivery of his three items and requested a refund. Our research supports the carrier's claim that the items were successfully delivered and signed for. We regret that we are unable to issue credit for the items in question. We feel this to be a closed matter. Sincerely, Executive Support Specialist - Executive Offices Neiman Marcus Direct

• Initial Complaint

  Date:07/28/2022

  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 placed an order on July 22, 2022 and delivery was estimated for 3-5 days. I noticed that my order still hadn't been processed, so I reached out to Neiman Marcus through text messaging on 7/26 and I was told that my shipping would be upgraded to overnight due to the convenience. My package did not arrive on 7/27 as promised, so I reached back out and they told me it would be delivered on 7/28. Today is 7/28 and the order still hasn't been shipped! I reached back out and they offered me 10% off, but still can't say where my order is. The new email I was sent now says delivery is scheduled for 7/29, which is impossible. This is bizarre behavior from a retailer. I needed the items for an event on 7/30 and they have totally ruined my gift. My order # is WN20350474152. I am tired of receiving fake delivery dates. One item is out of stock and the other isn't available for pickup and that is why I have not canceled. Going back and forth with NM has wasted my time and I still need to go find a replacement gift!

  Business Response

  Date: 08/02/2022

  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 .
  
  Please accept our sincerest apologies for the delay in the processing of
  ******************** order.
  
  All items online and in our catalogs are advertised in good faith. Certain items are subject to unexpected production delays. We do everything possible to secure these items and fill your order as quickly as possible.
  
  Due to the delays, **************** has cancelled the order and placed a replacement order. We have issued a discount on the new order.
  
  We take each of our customer's concerns seriously and regret not meeting ******************** expectations on this occasion. We are terribly sorry for any inconvenience that *** have resulted.
  
  Thank you for bringing this to our attention and allowing us to address the customer's concern.
  
  
  Sincerely,
  Executive **************** Neiman Marcus Direct

  Customer Answer

  Date: 08/03/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Neiman Marcus went above and beyond to resolve the matter in timely manner.

• Initial Complaint

  Date:07/26/2022

  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 2 pairs of shoes from Neiman Marcus's website on July 14th. I received the first pair within days but unfortunately my second pair kept showing up as still being processed. I called the company after a week to receive an update in regards to my order. I was told by the customer representative that they would request my order be processed immediately via email. I finally received shipment confirmation for delivery on Monday July 23rd but never received it. Then my updated delivery stated Tuesdat July 24th. I received the shoes finally and to my surprise there were two 2 different size shoes inside the box! I called to speak to someone about my unsatisfactory service and all I was told was sorry for the inconvenience but the shoe is out of stock. I asked to speak to a manager and was placed on hold for almost thirty minutes! There was no offer for an alternative shoe of the same value, additional customer incentive or anything. I had to wait two weeks for this shoe which was purchased as a gift and now everything is ruined! I paid $330 dollars for this pair of shoes, not including the taxes or shipping and this is the result? Highly unacceptable!!! As a loyal customer you would think Neiman Marcus would handle their customers with better care. Im completely outraged!

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/04) */ RE: BBB Case XXXXXXXX Customer: ******* ****** Dear Better Business Bureau, Please allow us this opportunity to apologize for any disappointment in the customer's shopping experience with us. It is our goal to provide our customers with a seamless shopping experience, so hearing that one of our customers did not receive the type of service we strive to offer is very disappointing. A credit has been issued for the Dolce & Gabbana Men's Runway Daymaster Bicolor Chunky Sneakers, to the original form of payment on the order for the return. The posting of the credit takes approximately 3-5 business days. 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

• Initial Complaint

  Date:07/23/2022

  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.

  Neiman Marcus online order #WNXXXXXXXXXXX in the amount of $370.18 for Dolce&Gabbana swim shorts was placed on 7/14 with 2 days shipping to be received on 7/21. The item was not even sent up to the date of filing this complained on 7/23. Instead each time I was calling this company's Customer Service I was told shifting dates of 7/22, 725, 7/27 with no commitment that my order will ever be sent. Ans when I asked to cancel this order I was refused by Customer Service representatives because as they said it is in a process of shipping...

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/06) */ 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 request cancellation of the order. Processing had proceeded to a point where cancellation was no longer possible. Tracking indicates that the swim shorts were delivered successfully. If the customer does not wish to keep the shorts, they may be sent back via our normal return process. Sincerely, Executive Support Specialist- Executive Offices Neiman Marcus Direct

• Initial Complaint

  Date:07/22/2022

  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 placed and order with Neiman Marcus July 10th for a pair of low top AQ sneakers, Here we are 13 days later and still have not received my shoes. I've spoken with 2 supervisors ******** and **** both Neiman Marcus supervisor to try and resolve the issue but they both keep lying and I believe there's something more as to why they aren't delivering my shoes to me. I have several messages from Neiman's saying my shoes are coming everyday I call and it's nothing. A part of me think something else is going on and I want to get to the bottom of things because I spend way to much money with neiman's for this to happen!

  Business Response

  Date: 07/27/2022

  BBB Complaint
  Re: Case # ********
  Customer: *************************
  
  Dear **********************,
  Thank you for taking the time to communicate on behalf of our customer **************************
  We are sorry for any frustration that *** have been a result of ********************** recent shopping experience.
  Due to technical difficulties the ********************** order was delayed in shipping.
  ********************** order has been expedited and has shipped today, July 27, 2022, and is scheduled for delivery July 28, 2022.
  For this reason, we consider the matter closed.
  Sincerely,
  Executive **************** Neiman Marcus Direct
  

• Initial Complaint

  Date:07/22/2022

  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.

  Back in November I came across a promotion (I believe it was Black Friday related) where Neiman Marcus was offering $750 gift card for orders over $2,000+. I never spend this much but specifically ordered multiple of my favorite colognes to qualify for the promotion. It's now been over 6 months and I never received the $750 gift card. I called the company and they direct me to specific division that handles this and when contacting that division, they have no record of my purchase (very shady) and didn't know how they would be able to help me without a record, I even offered to email to it to them and tell them that it was able to be pulled up directly on the Neiman Marcus website with the order number and they said they couldn't access those systems.I would like to be given the $750 credit I am owed immediately. I have attached a screenshot of my order, in it you can also clearly see that a VGC (virtual gift card) was part of the order.

  Business Response

  Date: 07/27/2022

  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 have researched the customer's concern and a $250.00 gift card was sent to the email address
  the customer provided on the order around 1/18/22.
  
  The order qualified for the $250.00 gift card based on the customers net spend of $1,929. Select regular-price merchandise qualified for the gift
  card. The Cashmere Sweater was a sale item which was excluded. To qualify for a $750 gift card the net spend must have been $3,000.
  
  The $250 gift card which was sent in January has expired. A 3-day virtual gift card replacement has been sent to the customer's email address on 7/26/2022.
  
  Thank you for bringing this to our attention and allowing us to address the customer's concern.
  
  Sincerely,
  Executive **************** Neiman Marcus Direct
  

  Customer Answer

  Date: 08/10/2022

  Hello,
  
  I just saw this was responded to. I was given a 3-day gift card only, how is that acceptable, no time to properly use it?
  
  I also disagree with the stated response, the sweater they said was not eligible on the checkout showed it as eligible so therefore made me seem like I would be receiving the $750 gift card.

  Business Response

  Date: 08/16/2022

  Dear ******* Business Bureau,
  
  Thank you for the customer's response. The original gift card from the promotion in the amount of
  $ ****** was sent to the customer's email on 1/18/22. The gift card was not used and expired
  on 4/26/22.
  
  Once a gift card expires, the customer qualifies for a one-time reissue of a 3 day virtual gift
  card replacement. The replacement gift card was
  emailed to ************** on 7/26/22.
  
  We would be more than happy to send a replacement gift card in the amount of $ ******. The gift card will expire in 3 days. We can issue the gift card at ****************** convenience.
  
  We are terribly sorry that the order did not qualify for the $ ****** gift card amount as merchandise must be regular-price based on the promotional gift card details.
  
  Promotional Gift Card Details:
  
  When can I use:
  Use code GC4YOU online at checkout before 11/29/21 at 10:00 PM CT.
  
  Where can I use it:
  Domestic online orders only.
  
  Promotional Gift Card Offer:
  The value of your select regular-price order must total $200 before shipping, tax, and gift packaging. Sale and reduced-price merchandise do not qualify.
  Any amount paid with a gift card (promotional or purchased) does not qualify toward the total spend amount to earn a gift card.
  Your promotional gift card and redemption instructions will be sent within 8 weeks of the promotion expiration date via the email address used when placing the order. The card expires within 90 days of the issue date indicated on the award email.
  We recommend adding do-not-******************* to your contact list.
  By participating in this promotional gift card event, you agree to have your award emailed to you via the email address provided when placing your order.
  
  Thank you for bringing this to our attention and allowing us to address the customer's concern.
  
  Sincerely,
  Executive **************** Neiman Marcus Direct
  

• Initial Complaint

  Date:07/20/2022

  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 have made a purchase on the official website (order number WNXXXXXXXXXXX) on July 14, but it has been cancelled. The company said the reason is that they could not verify the payment information. However, all my information is correct.

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/07/29) */ 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. To ensure the protection of every customer, Neiman Marcus verifies the financial information for all of our orders. Unfortunately, we have been unable to authenticate the information provided by the customer. As a result, the order was canceled. We truly regret any disappointment that may have been caused. Thank you for allowing us to address the customer's concern. Sincerely, Executive Support Specialist- Executive Offices Neiman Marcus Direct

• Initial Complaint

  Date:07/20/2022

  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 took my coats for storage to Neiman Marcus, ******************************************************. This location is now closed. However, I received a letter from NM Corporate fur Services indicating they were renewing storage and would bill me later on 2/14/22. I have not been billed, my attempts to reach them are not answered. There is a recording for **************, indicating they are busy and will return calls. the email ************************ is also non-responsive. I have four fur coats Policy# FSA#W022010258451-452-453 and 454. I called another NM location and they have directed me to the same phone number.

  Business Response

  Date: 08/03/2022

  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 to **************** for any inconvenience she experienced.
  
  Our goal is to address our customers' feedback, evaluate and research their concerns, and provide the best solution available.
  
  The customer wants to communicate with someone regarding furs she has in storage. We have contacted a senior manager for assistance and will share our findings with the customer soon.
  
  Sincerely,
  
  Executive Support Specialist - Executive Offices
  Neiman Marcus Direct

• Initial Complaint

  Date:07/20/2022

  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 purchased Initio Parfums from Neiman Marcus in ********* **. I reached out to the company since my bottle was leaking and wasted half the perfume and stained my clothes, which is a common issue with Initio Parfums, please see the links. ***********************************************'id=******, ***************************************************. I provided them my charge, and they said they were not able to do anything and provided me with these clauses: b. Products must be returned to Company within 7 days of delivery using a mailing method that allows for shipment tracking. The company will provide a return label via email correspondence upon receipt of damage or defect.i. Only products purchased through the Website may be returned to Company in accordance with this return policy. Company products purchased through any other outlet are subject to the return policies applicable to such outlets.I pointed them to another clause on their website: This clause does not affect your legal rights in relation to faulty products.Return of faulty products will be under the responsability of INITIO Parfums Privs.However, they did not take ownership of that clause in their email chain and simply stated "We want to clarify that we can't be responsible for others online resellers clause," even though it is on their website. After a few emails back and forth where I explained how that clause supersedes the previous clauses, they simply stopped responding. I like their products and I want to support their business, but they are making it very difficult by not standing behind their bottle design even though it is known to leak.

  Business Response

  Date: 07/29/2022

  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.
  
  We have contacted the customer ************************ to apologize and advise that the return will be accepted. The customer will return at one of our ********************** where credit will be issued for the return.
  
  Thank you for allowing us to address the customer's concern.
  
  Sincerely,
  Executive Support Specialist- Executive Offices
  Neiman Marcus Direct
  

• Initial Complaint

  Date:07/18/2022

  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 purchased a $400 Neiman Marcus gift card (using a **** gift card that I had) with the intention of purchasing a very specific piece of jewelry listed on your website. When I tried to purchase the item, I was told it is not available and would not be for the foreseeable future. I was originally advised by ************* to reach out to ****** Services about this. ****** Services said I had no recourse and would not be able to return the gift card. I find this very troubling. I would not have purchased the gift card if I knew the item was unavailable. And now I am unable to return it. This is not the ************* I have experienced previously with Neiman Marcus. Since my last interaction with ************* on July 10th, I have received no response on subsequent inquiries about this matter. I would greatly appreciate I response as soon as possible.

  Business Response

  Date: 07/19/2022

  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.
  
  Gift Cards are not refundable, cannot be redeemed for cash unless required by law and cannot be applied to a credit card account.
  
  We are terribly sorry for any disappointment this may have caused.
  
  We consider the matter closed.
  
  Sincerely,
  Executive **************** Neiman Marcus Direct
  

  Customer Answer

  Date: 07/20/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is 'letter of the law response' that I find unacceptable. You should not have products on your website that you do not intend to have available for purchase.
  
  I'm extremely disappointed that you will not make this situation right and allow me to return the gift card.

  Business Response

  Date: 07/27/2022

  Dear Better Business Bureau,
  
  We appreciate the customer's feedback and
  her comments have been shared with appropriate departments.
  
  Gift Cards are not refundable.
  
  We consider this matter closed.
  
  Sincerely,
  Executive **************** Neiman Marcus Direct