Neiman Marcus — Local services in Austin

This location is by far the worst Neiman Marcus I have ever been to. Let’s start from the top - my sister is getting married and we have spent many weekends these last 6 months in Neiman Marcus locations in Houston, San Antonio and Austin. I was excited to go to the one in Austin since I live there. We were greeted by Mikal upon arriving in the formal dress section. He was quick to help set up our rooms and offered us refreshments only to never return with the water offered or help with any further options for my mother. We picked an Alice + Olivia dress that had a few blemishes around the collar. It was taken to alterations and decided that they weren’t going to sell it because of their selling standards. This was a bit of an unexpected turn because now they were going to order the same dress and we were worried about the turn around time. I drove back from South Austin to the Domain that next Sunday and the dress I was given had no name on it, it had no plastic covering protecting it, and I had to request a garment bag which I thought was ridiculous for a $500+ dress. I immediately noticed this dress too had blemishes on it. Once I got home I couldnt believe it but it also had stains on the back. Now I’m trying everything I can to connect with someone at the store. No answer and I called at the top of every hour that day. You’d get connected to an offshore operator who then connected you to the store to sit on hold without ever speaking to anyone. I texted Mikal to see what the update was and he said they were working on it, whatever that meant. No update, no call so here I am once again driving back to their store. They now couldn’t replace the dress because there wasn’t that size available anymore. What a nightmare. No one was going to call and notify me of this and the only way I learned of it was physically going into the store. Now Jerrod Mix, one of the managers, helped me and he was unapologetic and had me stand there while he ordered a size down from their warehouse to be expedited and delivered. Once again, no phone call, no update the dress arrived and no one’s answering the store for any department. Days go by and I was told the dress was not going to be delivered after all of that. Wait, it gets worse, they also didn’t reimburse my card so I had to contact Tobie, a manager who answered only because I was able to get her direct line from Mikal and get her to reimburse a dress they had not provided us with for over 2 weeks at this point and no dress in the end. No apology or understanding. I get things happen but to have to work this hard and be treated so poorly for something already paid for is just bad business. Ended up buying the same dress from Saks that was shipped in perfect condition. Do not shop here! Your money will be stolen and you will get the absolute worst...

Today at the Neiman Marcus Domain shoe department the staff and the manager on duty(Louis) taught me that the best thing to do at this store is to look for what you like, try it on, make your selections but order all your items from the competitors website. Go to Saks, Nordstrom, or Bloomingdale’s but not here. Customer service has not been defined for them. I recently purchased a pair of sandals from them. 38 days ago. This shoe from a very well known designer line( I am not naming the designer because my issue is with store staff) started to fall apart on either 6th or 7th time i wore it, I then immediately visited the store to exchange the shoe for another pair. The staff were nothing but rude, unfriendly and unprofessional !!! They said they can’t take back the worn shoe. They got a manager (Louis) to come to the shoe department, he was less than willing to help. He then said there is nothing he can do. I said these shoes are defective. The top surface material is peeling off from the layer than’s touching the top of my foot. His comment was that he is not sure how i used the shoe, but he had not seen that happen to anyone else. Long story short, we finally agreed on me returning this shoe and getting an even exchange for the same exact kind on the condition that it would be non returnable. They didn’t have it at the store in my size so they ordered one, I also asked what if the same thing happens again and his recommendation was for me to go back immediately if it does. Today about 6 days later, I got the shoe, brand new in the box, with the same problem, again the top layer leather was peeling off. I went back to this store they didn’t want to return the shoes or hear what i had to say about the quality of this item, maybe a design flaw, maybe manufacturing flaw, but regardless of the cause, it was a defective item that was shipped to my house, a shoe from which the top layer leather was peeling off!!!!! Today also the same manager, Louis, worked. He was again also very unprofessional, as if i was a bother to him. He first argued with me, said he can’t return them, then asked to look at the shoe, took it to the back, came right back out and said ok i will return it. Literally 10 seconds and he knew he had to take it back. I wanted to just scream at him and say why wouldn’t you just do this at the beginning? All you had to do was hear me out, look at the shoe and take it back. But instead he chose to give me the horrible experience that i had today. My total time in the store was exactly 27 minutes. Which is way too long to argue...

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