Bergdorf Goodman — Attraction in New York

I have been a loyal Bergdorf Goodman customer for nearly 20 years (since my late 20s) and have considered it a go-to for high end fashion and accessories on many many occasions. Moreover, I have reached a "premier" level where I have access to a "personal concierge" - which led me to believe that with it would come the high end customer service that is implied. I was wrong and here is where Bergdorf failed me in the lowest moment of my life ...

Recently, I experienced an unexpected, family tragedy that abruptly forced me to immediately have to leave town and settle family affairs for a short period of time.

Upon returning home, I remembered that I made a small purchase of a dress in two sizes before I left. Given that I was forced away due to an unforeseen family tragedy and my high customer loyalty to Bergdorf for over 20 years, I thought that surely Bergdorf would make a return exception as a courtesy, and accept my return which was just outside the standard 30 day return window.

Unfortunately, I learned that Bergdorf has low-end Customer service with high end smoke and mirrors, with the illusion of being high (or even average) service retailer. Upon returning home from my tragedy, I requested from Bergdorf Customer Service that they make an exception to their return policy given my unfortunate situation as well as my decades of loyalty. Mind you this was a small purchase (a few hundred dollars), for an item that is still for sale on the Bergdorf Goodman website.

Long story short, I was told by a customer service phone manager, that they could not be flexible on the 30 return policy, regardless of family tragedy. Implying, that Bergdorf's expectation is that in the midst of family tragedy, that I was expected in their viewpoint, to prioritize a small return over dealing with immediate family tragedy.

I was speechless at how a brand that touts itself as a high end retailer with matching customer service, could be so callous in the face of a long time loyal customer's tragedy and not provide a minor extension to the return window of a minor, few hundred dollar purchase. Mind you, I had spent, until now, thousands of dollars per year at Bergdorf Goodman and its parent company Neiman Marcus, for as long as I can remember.

I expected courtesy and compassion from the Bergdorf phone manager in my extenuating family situation, but instead, received callousness and realized that Bergdorf prioritizes money and profit over loyal customers, learning this about the retailer, the hard way...

By comparison, Saks Fifth Avenue, a competitor with a similar standard return policy accepted a similar return under the same family tragedy circumstances, with no problem, expressing condolences and easily extending the return window to accommodate the timing of my family situation.

It is amazing to me that Bergdorf would ruin years of goodwill and customer loyalty over a return policy that was a handful of days late for an inexpensive order of an item that is still for sale in their store.

It goes to show that Bergdorf Goodman is happy to include you in their Friends & Family when it comes to making money, but does not offer that type of "friendly" courtesy when a customer experiences an extreme situation and refuses to accommodate, when it is not beneficial to Bergdorf's financial...

*See my update below: Absolutely the worst shopping experience I’ve ever had! I have traveled all over the world enjoyed shopping at many many places, when I walked in here I felt intimidated and looked down on and very very unwelcome. It was kind of shocking to see how clicky the people of color are who work here. They gave mean hateful looks to Anyone who walked past their area who wasn’t of color. In particular in the handbag area there’s a woman who at the time had very very short short hair that was a beautiful soft pink color she was incredibly beautiful tall and slim. Behind her counter when I walked past her she gave me the meanest look and was almost trying to stare me down I was so incredibly uncomfortable I didn’t say anything about it and tried to ignore it. I went over to a different area to look at some other handbags because I didn’t feel comfortable getting any wear near her. Then a man and woman of color walked past her and she smiled really big and asked how she could help them and was so engaging and kind. That was absolutely like a smack in the face it’s unbelievable how hateful and mean she was I knew I didn’t imagine it after witnessing that. Later walked to a different department and experience something similar maybe not as intensely hateful but certainly very unwelcoming from another person. After we had finished looking at the shoes my daughter asked if I wanted to look anywhere else in the store and I told her no I really would like to leave now. So when we walked out outside and we were walking down the sidewalk my daughter is 23 and looks a lot like me mentioned how uncomfortable she felt in there and even called out the same woman who I mentioned with the pink hair. And commented that it just felt so uncomfortable around the sales clerks who worked in there who were of color. It was really shocking. I don’t know if management ever notices anything like this or even cares. But this type of hateful discrimination is unacceptable it doesn’t matter what someone looks like everyone should be treated with respect and especially in a store like this this type of establishment they make their money on your comfort in their store and there is no way I would spend one dime in this place. *UPDATE: 5 STARS ON HOW THE FALLOUT WAS HANDLED I was contacted by email Martina Melkumova from Bergdorfs. She expressed deep concern and was eager to speak with me regarding my troubling experience in the store. I called her and found her to be genuinely concerned and took my detailed account very seriously. She promised to do a thorough investigation and speak to the managers of both departments. She has followed through with me two times and left me with the confidence that it would be handled immediately and even requested the date and time to further investigate and view the camera video. This really made me feel heard. I can confidently say that BG management does not sweep controversial bad behavior of their staff under a carpet and will be handling this particular situation with the attention and severity it requires. I want to say that Martina’s professional and efficient manner in this unfortunate incident really made a big change in how I feel about the company for the better. Thank you for handling this issue with...

Audited Verified Review (AVR)

Brief History

Founded in 1899 by Herman Bergdorf as a tailor shop in Manhattan, Bergdorf Goodman became a luxury retailer after Edwin Goodman joined in 1901, renaming it Bergdorf Goodman. It moved to its iconic Fifth Avenue location in 1928, pioneering ready-to-wear fashion. Acquired by Neiman Marcus Group in 1972, it expanded with a men’s store in 1990. In 2024, Saks Global, a Hudson’s Bay Company spin-off, became its parent, solidifying its status as a global luxury destination.

NAICS Code Bergdorf Goodman’s NAICS code is 448120 (Women’s Clothing Stores), with secondary applicability to 448110 (Men’s Clothing Stores), reflecting its focus on high-end apparel retail.

Ownership

Owned by Saks Global since December 2024, following its spin-off from Hudson’s Bay Company, Bergdorf Goodman operates as a subsidiary alongside Neiman Marcus and Saks Fifth Avenue. Previously, it was under Neiman Marcus Group, acquired in 1972.

Management

Led by CEO Linda Fargo (SVP, Fashion Office and Store Presentation), with key executives like Darcy Penick (President, Bergdorf Goodman Online) and Yumi Shin (Chief Merchandising Officer). Saks Global’s leadership, including CEO Marc Metrick, oversees strategic direction.

Address Women’s Store: 754 Fifth Ave, New York, NY 10019 Men’s Store: 745 Fifth Ave, New York, NY 10151 Located at Fifth Avenue and 58th Street, near Central Park. Phone Number Main: 212-753-7300 Customer Service: 1-888-774-2424 Fur Care: 212-872-8845 Website www.bergdorfgoodman.com

Economic Impact

Bergdorf Goodman generates approximately $75–100 million annually, contributing to NYC’s retail and tourism sectors. Its Fifth Avenue stores attract affluent global shoppers, boosting local businesses like hotels and restaurants. Renovations and expansions, like the 2002 building restoration, support construction and design industries.

Employment

Employs about 1,100 staff across its women’s and men’s stores, including sales associates, stylists, and support roles. Seasonal hires increase during holidays. The Neiman Marcus Group’s equal opportunity policies apply, ensuring diverse hiring.

Compliance

Adheres to federal and state retail regulations, including labor laws and consumer protection. Complies with data privacy laws (e.g., CCPA, EEA), using secure systems for customer information. No major violations reported, though customer service issues have sparked minor complaints.

Reputation

Bergdorf Goodman is a luxury retail icon, praised for its curated designer collections (Gucci, Chanel) and upscale services like personal styling and BG Restaurant. Recent Tripadvisor reviews cite poor customer service and defective items, though positive feedback highlights its glamour and quality.

Social Responsibility Participation and Involvement Score (SRPIS) (Score: 5/10)

Bergdorf Goodman supports community efforts through donations to Feeding America’s COVID-19 fund and anti-discrimination policies. However, specific sustainability or diversity initiatives are minimally publicized. Its focus on luxury limits broader social impact, though in-store inclusivity efforts...