Neiman Marcus — Local services in Boston

I was appalled by the way they handled things at this location (handbag section). My husband had purchased a Balenciaga bag (metallic edge city bag in red - Store Inquiries: #1647795) from Neiman Marcus in Natick, but upon seeing the item, I noticed the tips of the tassles on the zipper were rather worn and there was a slight oily mark. So, I went to the location at Copley Square yesterday (9/8) to exchange it with another one since the online information stated that this item was in stock at this location. When I went, the salesperson (Rocio Pena) made remarks like the bag looks fine, it will not ship from the factory anyway (naw, really? - sarcasm), and how she doesn't think they have it I asked for her to check, and she only looked at the little closet behind the mirrors. Since the neiman marcus website stated that i could purchase it and pick up the item at the store on the day, I figured it would be in the stock room. Well, she told me there was NO stock room. Nothing made sense, and I returned the bag, then asked her to order it for me. She refused first and told me to order it myself online. Wow When I went to the customer service floor, the lady there told me there was nothing for her to find out - if the manager of the handbag section tells me if it not available then that is it for me, nothing she can check or help me with. Ok.... So I went back up after finding out the name of the manager... I asked the salesperson to order it for me again since the website said it was in stock for me to pick up. She then took the manager to what appeared to be a stock room and returned. I heard the manager ask her if she checked the stock room, and she made an expression that it wasn't available. And she still didn't order it for me. And the manager, Tracey, didn't bother looking for it or checking the inventory either. Well, CLEARLY, the salesperson did not want to help me in any way because an exchange would not give her the commission. Rather than not helping, even lied that there was no stock room, and avoided ordering it when I asked her to order it both times. It seems obvious that she didn't want to get caught lying? If it really was out of stock, they could have checked their inventory and showed me. SIMPLE. So, thanks for ruining an anniversary gift because you (Rocio Pena) refused to exchange it or even bother helping in any way, and Tracey, a supposed manager, just walking around. Well, I guess Tracey checked one of the cabinets under the cash register machine, but she could have checked the inventory herself. And what sort of customer are they providing on the customer service floor? I will never return to this place to purchase anything. Off to the Natick location for me, which is an experience on the opposite side of the spectrum, or...

I’m writing this review at 10:11 pm Saturday night after a long day and a long week. I’m a Dental Professional in private practice and take care of elite and the less fortunate in two different practices in the Boston area. I started my day in my FIGS green monogrammed scrubs into the S.End and was exhausted so I stopped and grabbed lunch from a really nice Indian restaurant and decided to eat it in the Copley, Back Bay entrance near Cafe Nero.. there were no trash cans to toss my items to discard.

So… I’m walking around with backpack, Mask, head cover.. and I decided to check out Neiman’s Family & Friends sale but especially Longchamp bags; love their leather bags.

I walk in with my items to discard, no trash barrels in sight, no nearby restrooms & proceed to ask an Employee “ where are your Longchamp bags?” He says “oh to the back, Anna can help you “ . I went to the back , mind you I currently use a medium sized caramel blush Longchamp crossbody.

I walk to the section and see Anna a full figured woman who was checking Inventory with her male Asian “American” colleague and asked “ by chance do you guys have a trashcan as I’ve been looking for one, Anna responded “ they didn’t have one in the Mall? I said “ no they didn’t have one and she said they should have one.. “ I said “ well they didn’t, I looked and do you really think I’d be walking around with trash if I could have thrown it away”?

She did not offer to toss it.. not that she had to but hey…. It was the “accusatory side eye” Anyway with trash in hand and Against my better judgment, I stayed in the store looking at the bag I Wanted to purchase, brought it over to Anna who gave me the price but I decided Not to purchase it, the bag costs over $200.

I didn’t splurge because I didn’t want her to get commission on the sale.

I went to Saks where I was treated with sincere dignity and respect and Purchased the bag that made my whole shopping experience worth it after such a long work week.

I’m truly tired of the shenanigans of Customer Service.

Either you are sincere and professional or you are not on the first shot..

I love it when people show you Who they are… Respectfully.. Strive to do better.. Always.. my current bag &...

I am writing to express my profound disappointment with a recent experience at your store, which has left me deeply disheartened. As a long-standing customer of NM, I have always held your establishment in high regard for its exceptional service and quality offerings. However, a recent encounter has compelled me to reassess my opinion.

On March 17, during a visit to your store with my boyfriend, we were assisted by a sales associate (middle eastern, shawl over her head, about 5'3-5'4 and brunette). I found her to be excessively pushy and impatient, particularly when I requested to sample fragrances before making a purchase decision.

Despite feeling uncomfortable, we proceeded to make a significant purchase of three perfumes, totaling well over $1000. Regrettably, upon sampling one of the fragrances in-store, I discovered that it did not suit my personal taste. The following day, I returned to the store to exchange the unopened and unused item for store credit, in accordance with your return policy.

To my profound dismay, the return process was handled in an egregiously disrespectful and unprofessional manner. The same associate, whose demeanor had already left much to be desired, handled the return in a manner that I can only describe as appalling. Not only did she refuse the return outright, dismissing my legitimate request for store credit, but she also displayed shocking rudeness by roughly handling my belongings and dismissing my concerns with callous indifference.

This deeply unpleasant experience has not only soured my perception of NM but has also left me questioning the standards of customer service upheld at your establishment. As a loyal customer who has invested considerable time and money in NM, I find it deeply disheartening to be treated with such disregard and disrespect.

In light of this distressing encounter, I have regrettably come to the decision to sever ties with NM and will be sharing my experience with others in my network. I sincerely hope that this feedback will prompt a thorough reevaluation of your customer service protocols and lead to meaningful improvements in the treatment of...