Neiman Marcus — Attraction in Troy

Terrible customer service. Purchased a few things online. In there children's department/section. Sizing was off. To small. I called customer service and I was told Neiman Marcus online and brick & mortar at two different entities..They don't do exchanges in store. She said they might help me it all depends on the employee that's working at that moment. If there willing to assist me. Which sounds absolutely ridiculous. They don't sell what I purchased in store to just exchange it. It was an online exclusive type of item. So for the inconvenience of it all Neiman Marcus online offered me free express shipping. She noted my order for when I re-order the larger size. I drive to the store with my receipt and packaging on hand. Instantly the girl working in that department has a chip on her shoulder. Attitude galore. I explained my situation she said well we don't do online exchanges..I'm pretty sure I told her EVERYTHING that was told to me..please, how about she tell me something I don't already know. She litteraly re-told me what i just said to her. So what she ended up doing is putting my returns on a Neiman Marcus gift card. She contacted Neiman Marcus online and placed the order on my behalf. Not sure why but Neiman Marcus online still authorized my card for the amount even tho she gave them a gift card to pay for it. After a few days the authorization did drop. This was all just a MAJOR INCONVEINCE FOR ME. I also mentioned Neiman Marcus online extended a courtesy of offering me express shipping. I had to remind her. She mentioned it to the sales person on the phone and she says to me...why? Are they offering you that? I said BECAUSE OF THE INCONVIENCE ...She shrugged. Let's just say she made my already stressful situation 100 times worse. Thank you for being a terrible sales associate. I've worked in retail for a big chunk of my life and I know some associates are able to do more for customers if they are willing to go that extra mile. Your either that type or a blob that enjoys annoying customers in a...

You would expect a client who spent thousands of dollars in Neiman in the past years to be treated better than this with his first return. I was at the Neiman Marcus location in SummerSet Mall in Troy, MI. I bought a $1200 shoe for an event overseas and then it turned out to not fit my wife’s foot (they run small in general). I just returned from my overseas trip and went the next day to the store. The sales man in the women department section told me straight that he can’t do anything because it is 7 days past the 30 days return policy. I explained to him that it is still unworn and the travel is what delayed me and I know from being a client there for years that they can do something about it as an exception. He insisted that he can’t do anything so I asked for a supervisor. With an attitude he said that she won’t help much because she will say the same thing anyways. There she comes and apparently he was right. She was very strict and rude that she also can’t do anything about it and that they have to be fair in their return policy with everyone no matter how expensive the item is. They got no problem taking $12k for suits that I bought earlier with a smile but they are strict when you return an item from a loyal client of 12 years. Anyways, I went out and called their customer service and without hesitation or escalation, they welcomed the return, stating that what the supervisor said was not true and there is a 15 days window/grace period from the 30 days as a one time exception for all clients where we can use for this sole return in 12 years. They sent me the return label and I just dropped it at the FedEx office. These people are one of the reasons no one wants to shop anymore at Neimans. I lost all respect for their in-store customer service today. If the supervisor does not know the rules or even worse won’t go above and beyond for a paying client that left all other stores and selected Neiman Marcus for their luxury items then I won’t be doing business with them no more unfortunately. Total...

I recently had a very disappointing experience with Neiman Marcus. I purchased a belt as a Christmas gift for my brother, but it didn't fit, so I asked him to exchange it for a smaller size. When he went to the store, they initially said it was fine and that they would do the exchange. Then, the manager came over and claimed that the tag was from a different belt and that we needed the original tag to return it. That was the original tag that came with the belt! The tag had come off when my brother tried it on, which is understandable given where they had placed it. Also they were saying we were one day past the 30 day return/exchange policy. 1day!!! You would think they would have extended the policy for the holidays.

When I went in to speak with them, they repeated the same thing. I explained that it was unprofessional to have put the wrong tag on the belt in the first place. Despite this, the manager still refused to exchange the belt. Other employees even suggested just exchanging the size since it wasn't a big deal, and I wasn't asking for a return or a refund—just a smaller size. The manager then called alterations to cut the belt and make it smaller. Their tone throughout the entire ordeal was rude and unprofessional. Even when I purchased the belt, the salesperson was very rude. As a long-time loyal customer who has rarely made returns or exchanges, I was extremely disappointed. I will never shop at Neiman Marcus again and will take my business to Saks instead, where the customer service is excellent and the staff are always friendly and...