Neiman Marcus — Attraction in Frontenac

TLDR: unpleasant customer service experience. Just go to Saks (on the other end of the mall). Most Saks staff members are way more professional and welcoming. Prices are usually better at Saks too.

Lady in the pink sweater (in the photo): worked at the shoe area scores NEGATIVE stars in helpfulness. Gave questionable information by saying the item I was trying to exchange will not come back as it is on clearance. I had my eyes on this item for a while and know that it came back several times when the price was even lower. After I offered this info, I had to prompt for options to obtain the right size. She appeared annoyed as her speech was curt and used close-ended statements. One good thing going for her was she did quickly look up the inventory. Other than that, there were no greetings, no warmth, and no efforts made to help with my situation or explore options.

Male at the return center: I had previously interacted with this staff member before and he was helpful when I picked up an online order. However, his attitude was disengaged and unfriendly when I did return. His attention was divided by interacting with another colleague (slow to assist and continued to talk to the colleague throughout the return process). Also, did not give back my online order slip and was unaware and non-apologetic (I had to walk back to get it). Tip: return/exchange without the online order slip is cumbersome. So you want that back if there are other items on the order. I am going to give this staff the benefit of the doubt as he was helpful during my last interaction. Maybe it was a bad day.

Overall: unpleasant experience doing an online exchange and return. Many staff members are hit or miss at this location. In my experience, about 1/3 of the people I interacted with in-store were actually professional or helpful. The shopping experience is way better at Saks (down the other end of the mall) and prices there...

I was in store last week to purchase gifts during the gift card promo and I’m telling you that my in store experience was not so positive. People are run down. There were ZERO holiday spirit in store, there were no one servicing me. I was in men’s shoes ready to purchase and I had to look for an associate to help me. The person that did approach me was from cosmetics next door and couldn’t help me because she had no access to shoes and I was told to WAIT!!!

I went to the gift department and NO ONE was there to assist.  The one person who was in the department was SITTING IN A CHAIR and looked at me and said hello but didn’t bother to get up.

I had to get my crystal vases OFF THE SHELVES on my own and bring it to the cosmetics department to the same associate who dared to say hello. Then the vases DIDNT HAVE THEIR ORIGINAL BOXES!!! And I was told that if I wanted to get them boxed in a NM box it would be $8???!!!

I don’t mind paying $8 but I had 12 boxes of assorted cakes that I wanted boxed and I couldn’t even get them complimentary???!!

Then after the transaction, I was told my gift card would be sent to me by mail.

I was telling the associate that the address in the system may be my old address and that I needed to update it; She went on to help another customer and NEVER came back to me.

So I figured I call customer service to update l.

As I am typing this email, I had talked to 4 different operators and associates to help me update my address just so I can ensure my gift cards were sent to the new house, AND I HAD BEEN HOLD FOR CLOSE TO 30 MINUTES!!!!!!!!

THIRTY MINUTES!!!!!!

You all need to figure this out. I am truly disappointed and upset and this doesn’t sit well at all.

This is unacceptable in all levels of customer service.  It is absurd and appalling.

Somebody needs to call somebody and figure this out.  If I wanted to shop at...

One of the worst customer service experiences EVER! I ordered a Mackenzie Child’s gift for my sister birthday, paid for the gift wrapping and was getting it as a curbside pickup, which is awesome! This is the very unpleasant portion of my purchase. The day got away from me so I called their customer service line and asked if I could have my sister pick up her gift as I wouldn’t make it to the store in time. They told me I would need her to have the email w/ my order number, an ID and to let them know the make and model of her car. Shared all of this with the woman on the phone in customer service. My sister goes to grab HER GIFT and I kid you not, I completely understand why this store is desolate and people would rather purchase online than deal with the mean, judging employees. When my sister went in to pick up her GIFT they acted as she had stolen something. One associate would not even help her as she was in her gym clothes from Orange Theory! As she’s wondering aimlessly in the store to pick up her gift at 5:30 before closing at 6:00, another older woman whom apparently was told about my sister needing to pick up a gift the woman refused to even look for her pick up as no one besides the ordered can get the gift. My sister called me on the phone so I could talk to the woman and after a yelling match and getting her manager we were FINALLY able to get my sisters gift to her. I WILL NEVER SPEND ANOTHER DOLLAR AT THE FRONTENAC LOCATION EVER! Those old bitties need to retire or love life again before ANYONE who wants to spend money will take the time and energy to come into their store. AWFUL, RUDE, SNOBBY, useless sales custom service! Their behavior is ruining the reputable workers of that store....