Neiman Marcus — Local services in Chicago

ZERO STARS

This has to be one of the worst retail experiences that I have ever had. Let me first start by saying, I WILL NEVER purchase an item from this location in person or over the phone.

I spoke with a Neiman Marcus stylist who ordered a Fendi handbag on my behalf over the phone. In this exchange, we confirmed the correct shipping address and he processed the order. I received a picture of the receipt with the correct shipping address and later received the shipping label with the tracking #. When I reviewed the shipping label it had the incorrect shipping address. I called the stylist, who responded several hours later stating he would fix in the morning. I also called the the store, who was closed, to ask them to redirect to the correct shipping address. I then called the Neiman Marcus customer service and asked them to call UPS to redirect the package to the correct address because Fendi has restricted any shipping changes from the receiver. Online CS stated since it was a in store purchase there was nothing they could do but send a note the store detailing the issue. Mind you this a overnight shipment with over a $2,000 handbag but who am I?

The next morning, I received a text from the Neiman Marcus stylist stating that Fendi was sending me another bag. I was like okay fine. Then he reached back out to say that "I" processed a chargeback and they could not send me the handbag I ordered unless it was cancelled. I explained that "I" did no such thing. After thinking he could get it worked out, he later texts me to say that Fendi was stating it was FRAUD.

So I called the Fendi Rep. Jamie, in the store, and advised there is NO FRAUD. I sent her text messages between the NM stylist and I, and also copies of my last order that I placed online. I was on the phone with her longer then I wanted to be for a mistake that the made. I advised that the copy of the receipt had the correct shipping address but yet they sent to an old address on my Neiman Marcus account. Also that I just placed a order a few weeks ago online and did not have the same issue. She states that the system flagged it as Fraud, which is a lie. I believe that is something that she definitely made up and couldn't advise in what capacity a fraud order was made.

Then she calls me a few hours later after talking to Abagail, her boss, and operations. Now they can't send me the handbag because "the shipping address and billing address has to match for a in-store order in which the person is not present"... So you're trying to tell me that I can place a in-store order over the phone but it can only be mailed to the address on file?! I call BS!!

Hmmmm. Now let's break this down. I placed a order with a Neiman Marcus stylist who works remotely who wasn't aware of this policy when he placed the order? Not only that but we have text exchanges about me shipping to my new address and he said it was not important I can update my account later? No one could never tell me WHO processed the chargeback? Then they stated it looked fraudulent? Then there is this unknown policy, they made up in the midst of their mistake, that makes it sound like it was business procedure?

Let me tell you something. First FENDI erroneously shipped a $2,000 handbag to my old address without verifying the shipping address on the receipt. Then after "I" caught their error they then advised me that it was a mistake and then fraud and now part of policy. Then they created a chargeback without my knowledge. AND to make matters worst they told me that they would NOT refund me until they received the handbag they sent to the wrong address.

Now make this make sense!!??! I am waiting to get my $ back for a handbag that was never mailed to me, I never received or sent back to them!?!?! That is a YOU problem not a ME problem. The audacity of them to add insult to injury. I had to call my CC company to dispute and get my $ back.

Word from the wise. Pass this location up and got to an actual FENDI store....

Three stars and slipping.

Who wouldn't like to shop at Neiman Marcus (or Needless Mark-Up as my brother says). If money is no object, customers will find some outstanding shopping. Neiman is a department store. They carry some of the very best luxury brands in the world. That is both a plus and a minus. A plus because of the variety, but a minus because they can't carry a full line of products due to space, etc. Neiman has experienced some financial challenges of late. Its customer demographics are problematic. While the store has tried to appeal to young, affluent shoppers, the average age of a Neiman's customer is 55. Last year, Neiman Marcus lost $532 million. There will be continued pressure to cut expenses. The number of employees is down (about three percent according to various business publications). Wal-Mart can handle that, but Neiman is far more sensitive to employee numbers. Neiman is under huge financial pressure with online shopping. Yes, Neiman has their own service, but it's easy to find the products that Neiman sells at a 25 percent discount. In fact, some of the products they carry can be found at brick and mortar outlets less than a mile away at a compelling discount. In an industry-wide trend of cost cutting service , it's hard to imagine service won't continue to decline at Neiman. For now, there is still a critical mass of customers willing to fork to out their platinum credit cards and pay a premium for Neiman products. however, for high prices, customers expect white-glove service from the sales staff and others. I can't say with any authority the drop in employees has hurt service, but one thing is for sure, with the exception of Tiffany and maybe Chanel, service and an extra-special experience no longer exist at Neimans and others stores like it. Ten years ago a person could walk into Louis Vuitton, be served a cup of coffee, provided a comfy chair and have his/her jacket taken and hung up making it more comfortable for customers while giving a sales person a better opportunity to have customers try on the newest fashions. In the past, the pace was relaxed and the sales people were experts, true experts, on the products they were selling. A good sales person could make a career at one store. Today, the service does not match that of former years and there is a significant churn among employees. Neiman is not the store it once was. During my last visit, I had adequate help in the shirt section but not in the suit section. Some expertise was missing. Some information offered me was right on the mark while other questions I had regarding suit fabric and vesting, were just plain wrong. It does need to be pointed out the service at Neiman is head and shoulders above what you might find at Macy's. A summary, Neiman remains a successful high end department store whose merchandise is pricey, but overpriced if you look at the market. The employees are outstanding overall, but in cutting costs the stores have lost some people who truly were merchandise experts. What's better than ever is the store space, for shoppers it's a gala experience immersed in remarkably great quality merchandise. Even if Neiman is out of a person's budget range or not of one's taste, he/she should still go in and see the spectacle of dazzling pricey treasures and the people who can afford them. It's great fun. Neiman Marcus is the sister store of Bergdorf Goodman (it's somewhat classier sister) and is privately held. The store's return policy is a store credit with a 60 day limit for items. The company is based in Dallas. Neiman Marcus has two major store-wide sales, one in the spring the other...

HORRIBLE EXPERIENCES WITH THIS STORE!!! THIS IS THE SECOND TIME!!! I would give it 0 stars but I can't! I bought a Gucci belt online and did store pick up here since it said it was IN STOCK. Even though it said that the belt wasn't ready for pick up until 4 business days later. I went in and 1st of all no one seemed to helped me out. There were no sales associates at the gucci department but there were 3 sales associates talking on the department next to Gucci. After a couple of minutes I found the gift and pick up department. When I bought the belt online i bought it as a gift packaging. When I received the belt it came in a Neiman Marcus bag and inside the belt was in a CLEAR PLASTIC BAG! No gucci box, gucci emblems on packaging no nothing!!! I took the belt out and the belt was in HORRIBLE condition!!! The buckle was cracked, scratched and the leather on the belt was scratch and ripped! The price tag was just dangling by a piece of tapped that was hanging from the middle of the belt. I immediately went back and complain about the belt they send me to customer service and the gentleman there had no explanation for that but also acted as if it wasn't a big deal. I got my money back but no reason why the belt was in that condition. I demanded to speak to a manager to get an answer. After waiting for a while to speak to a manager I finally did. His excuse was that they have a third party warehouse that does all the online deliveries. He said he doesn't have control over that and I get that but 1st of all the belt said it was in Stock at the store why would it come from a warehouse?!? Second of all if it is from a third party company I would expect 5 STAR quality and nothing else. I mean it is Neiman Marcus right?!? For a belt that is more than $400 I expect the full experience and quality. I own a gucci belt that i bought from the actual gucci store and now know if I want to buy something to actually go to the store of the brand, Saks Fifth Avenue, or Barneys but NEVER AGAIN AT NEIMAN MARCUS!!! Last year I bought my wife some Christian Louboutin shoes and when she went to exchange them for a different size they gave her a pair of shoes that were already very well used with the red on the bottom worn off and the inside of the heel black with the box in horrible condition and 2 big dust bags but one seemed smaller than the other one. I AM EXTREMELY DISAPPOINTED WITH THIS STORE AND WILL NEVER SHOP HERE EVER AGAIN. BE CAREFUL WITH THE THINGS YOU BUY HERE ALWAYS CHECK BEFORE LEAVING STORE AND CHECK THE AUTHENTICITY DON'T GET FOOLED BY THE NAME OF...