Neiman Marcus — Local services in Beverly Hills

Very frustrating and rude (including their fake "live chat" which was clearly a repetitive, unhelpful and time-wasting bot).

I was reading their return policy for a gorgeous down jacket I wanted to order online (I don't usually shop there). They said I would have to print out a special "Return Slip" even if I returned it to the store (which I was hoping I would not need to do, of course!). My printer hasn't worked in months, so I'd have to do extra work to go get their special Return Slip"printed to make their life easier (and mine harder), right?

In addition, they only give a person 15 days to return things. After that they charge $10 ($9 dollars and something) to return an item (I always wondered why some sellers emphasize the 'FREE RETURNS" ... possible setting us up to accept eventual non-free returns, such as they are doing at NM.). no thanks

I will never go for this. It's not the money ... it's the greed and rudeness; the "nickel and diming" that I find so offensive.

So was this the worst of it? No.

The worst of it was that they had what they called live chat yet it was either a fake AI bot or a human who has been so watered down as to not be capable of having a human conversation.

They made it look like it was a person with a name and made it look like he was typing (I'm so bored of this trick that others use as well), but when I kept asking about why I had to print something out in case I had to make a return IN PERSON to the store (vs mailing it back) ... the bot just repeated itself - and gave the rudest increasingly common line that we all hate: "I"m sorry if you feel that way. We try to provide the best service we can to our customers."

So we are all getting gas lighted (is that the right term?). I mean, NM (and they're not alone) is telling me that their bot is a person and that they are trying to provide good service (when they are not, whatsoever).

No, but they are trying to do other things: For one, they're trying to save money, of course by using bots for customer service (an oxymoron if ever there was one). Two they are trying to save money by making CUSTOMERS do their work. Why can't they print out a special return slip themselves if I bring the merchandise into the store? Or, why can't they just accept the RECEIPT as their return slip, and if not, then why should it be my responsibility to do their "special" (and additional) paper work?

More and more businesses are doing this. I feel like they try and make me their employee with all the work/instructions they tell me to do and follow just so I can "give them my money!"

So I usually go elsewhere since I prefer to "transact" with businesses who are respectful of my time and needs. And in this case, I am doing just that. There are plenty of other places online where I can order the lovely "Canada Goose" jacket I want.

PS: The reason I knew to even check their return policy for "tricks" was because years ago, I had a NM credit card, and I noticed they had a lot of cumbersome "rules" even back then. I just didn't expect their Return Policy to have gotten worse and to have become so completley off-putting to the very people they want to win as new and loyal customers. But it's a free marketplace! haha So they can be rude and lose people like me and others if they prefer. (There's some statistic about how when one person expresses his or her discontent/complaint that there are hundreds - easily even thousands - who feel the exact same way but just don't express it. So NM, your demanding and inconvenient rules are probably costing you some customers and, therefore, some $$. And knowing this is good enough for me. :)

PPS! Wanted to share that I guess it "pays" to hold sellers to fair terms because I found same coat at another store and they are giving me 20% off one item, and they have a30 day return policy with simply a good old-fashioned receipt!

Like I said in the beginning of this marathon long review (!) NM rules are rude and offensive to me, and I found a more respectful seller, and now I feel...

CHANEL HANDBAG SECTION - (SA NAME:PHOEBE) DON'T EVER GO TO THIS PLACE. ONLY ONE EMPLOYEE WAS THERE IN THE FIRST PLACE AND SHE (PHOEBE) DID NOT EVEN GREET ME. SHE JUST IGNORED ME AND STARED AT ME AND DIDN'T WANT TO HELP ME AT ALL. I BOUGHT A CHANEL BAG IN A DIFFERENT STATE, SO I NEVER GOTTEN A CHANCE TO TRY ON DIFFERENT SIZES. I DECIDED TO TRY ON DIFFERENT SIZES/STYLES IN STORE, SO THAT I CAN MAKE MY FINAL DECISION. I WAS THE ONLY CUSTOMER IN THE STORE AND WHEN I ASKED HER FOR A SPECIFIC BAG TO TRY, SHE WAS RELUCTANT TO GIVE THEM TO ME AND JUST GAVE ME A DIRTY LOOK. SHE WAS SUPER LAZY AND JUST TOLD ME THAT "YOU WANT TO TRY THE MEDIUM ONE? YOU HAVE THE SAME SIZED ONE" THAT MEANS THAT SHE IS TOO LAZY TO GO TO THE STORAGE (WHEN IT IS HER JOB) BECAUSE SHE ASSUMED I WOULDN'T BUY STUFF FROM HER. I ALSO ASKED HER WHEN DID THEY GET THAT BAG IN STOCK AT THE LOCATION, SINCE I CHECKED THE BAG'S AVAILABILITY WITH CHANEL CUSTOMER SERVICE EVERYDAY AND THEY SAID THIS PARTICULAR BAG WAS NOT STOCK IN CALIFORNIA. SHE JUST SAID "I DON'T KNOW?? WE HAD IT." WHAT KIND OF RESPONSE IS THAT? YOU ARE SUPPOSE TO KNOW THAT. SHE WAS ACTING LIKE SHE HERSELF IS COCO CHANEL OR SOMETHING. SHE ONLY SHOWED THE ONES SHE HAD IN THE CABINET AND THAT WAS IT. AND WHILE I WAS LOOKING AT THE BAG, SHE GRABBED HER FREAKING CELLPHONE AND STARTED TEXTING OR INSTAGRAMMING. IN THE END, SHE WAS CHARGING HER PHONE. HELLO, YOU ARE THERE TO ACCOMMODATE CUSTOMERS AND HAVE A DECENT (SUPERB, CONSIDERING IT'S CHANEL) CUSTOMER SERVICE. NEVER COMING BACK TO THIS CHANEL OR NEIMAN LOCATION. I HAVE NEVER HAD THIS KIND OF SHITTY SERVICE BEFORE. NEIMAN SHOULD TRAIN THEIR EMPLOYEES AGAIN. SUCH A GARBAGE. PHOEBE CLEARLY DOESN'T DO HER JOB. YOU ARE A SALES ASSOCIATE. H&M HAS A MUCH BETTER SERVICE THAN THIS...

Horrible customer service experience on 5/6/21. There was a long line and 3 customer service representatives were oblivious, one was new and did not know how to do a more complicated return. Two were working with other Neiman Marcus employees. When it was my turn, the woman rudely left to switch with the new customer service representative. The new one then attempted to help me. First she said it was the wrong item because the color was different, it was not, I pointed it out to her. She never apologized. Then she told me she could not return a handbag I purchased online, I had to go to the handbag department. She was wrong and made me wait in line again. Suggestion: if you are going to hire rude employees at least teach them policies and a nicer way to treat customers. You don’t start a transaction by wrongly saying “this is not the same item.” Also, I wanted to speak to the sore manager, I was told she was busy. I was given her name, Gretchen who I then tried to reach by phone, it was impossible. Waited on hold for 5 minutes and no one came back on phone. What is happening Beverly Hills Neiman Marcus???? And who is managing the...