Neiman Marcus

I visited this store last Tuesday night after calling three times during the day to verify they repair men's Moncler jackets. We drove an hour and a half to get there from Brooklyn. I purchased a Men's Moncler jacket from Nieman Marcus on Dec 17, 2021. My husband wore it once, and it got a hole in the arm. This jacket cost almost $2,000 so I was disappointed that a high end product like this would break after one use. After I called the store the first time, they took my info and someone was supposed to get back to me. The second time they told me they do repairs on men's Moncler and that we can come in with no appointment to the alterations department. The third time I called was to the alterations department for hours and explained the situation again. We arrived before the 6 pm cut off as they told me over the phone. The Moncler specialist, Ms. Ruby, tells us they don’t repair Mens Moncler jackets when we get there. After I explained to her that I called and was told differently, she called the alterations department to come to look at the jacket. Mauricio from the alterations department said he could stitch it but it will be visible on the jacket and maybe he can do a patch better. Ms. Ruby then suggested we take the jacket to Bloomingdales being they had a Moncler store, and ask what they thought, and if anything, bring the jacket right back and they will fix it there. We did that in less than 15 minutes. When we got back to Nieman Marcus, Mauricio said it was too late and we would have to leave the jacket. I explained to them we had a three-hour trip coming to this store and going back home, and they already told me they would do it on the spot. One of the other sales associates that was present asked him if he could just ship it back to us since we came so far, and they said no. As we were leaving the store, I was astonished I couldn’t help but wonder if this would have happened to a white couple. I asked to speak to a manager at the lower level by jewelry. Ms. Michele helped me out even though she was busy and in the middle of something, unlike the five sales associates talking about their personal lives behind a counter. She took the jacket, gave us a repair receipt, and said we can have the jacket shipped back to us. She had Dori, the alterations manager, look at it when he went to work the following day. She was very understanding and handled the situation like a true professional. She has been keeping me posted and updating me about the jackets repair. This is true and excellent customer service. This was not my first purchase from Nieman Marcus, but after this service might be my last. Ms. Michelle went above and beyond to make her customer happy and attend to their needs. As for the people upstairs, I went home and could’t help to think that they were playing chicken with me. They sent me to another store and upon return, dismissed my husband and I. Ms. Michelle is amazing. If not for her my husband jacket would not have been fixed. As for the rest of the staff upstairs, perhaps they can benefit from a professional development in anti bias approach to customer service and in customer service in general. I don't foresee us spending our money here again.