Neiman Marcus — Local services in Denver

I have been a NM costumer for 10+ years! I am also a NM credit card holder and I do spend quite good money on your store! The story: Last month, I got a pair of shoes at NM for a wedding in Italy. The sale rep was amazing. She was smiling, available, courteous and talking nicely with her new prospect. I was exited and decided to get the shoes she was so much trying to sell me. A Brunello Cuccinelli pair! The day of my cousin's wedding arrives and after about 15 minutes I had my new shoes on, I started to feel a rubbing and burning on my left heel/ankle. Of course I was questioning myself and thinking it was impossible that such a "good shoes brand" could bother my foot. After not much longer, I was still standing up, chatting with people, walking here and there until I started to feel more and more uncomfortable. I walked toward the chairs and I started limping. I knew something wasn't right. I set down and look if there was something between the shoe and my heel/ankle that was causing that burning sensation. Nothing in between...It was just very red and to avoid more pain on my heel, I spent most of the wedding party seating on a chair. I was very disappointed! When we got back to the hotel, I was relieved and happy that I could take my shoes off. The next day I had a huge blister which later on, it resulted in an paintful infection. It was so uncomfortable the I coundn't wear any shoes other then "flip flop" style. After many trips to the pharmacy and with an infection that lasted more than 10 days, I knew I couldn't keep those shoes. Few days after I arrived in Denver, I went to NM and found the same sales person there. I was certainly glad and I explained her what happened. She looked at me with disdain and as if I was crazy!!! All her "sales smiles" were gone! She started to question me and saing that they don't accept returns and especially if the shoes were worn. I was surprised she wasn't getting me. I did tell her that I wasn't returning the shoes with a non-sense reason but only because those shoes were not good shoes or somehow defective. (and yes, I had my receipt with me) I fell as if I was talking to a wall, she started to ignore me and walking away saying that there was nothing she could do for me and that she had to take care of other people... and suddenly, another salesperson jumped in our conversation saying: "Those shoes have been used and we cannot accept returns on used shoes"!!! WOW..... my eyes opened up really big and looked at him as if he was the superman of the store. I asked him if he was the manager and not, he wasn't! I was shocked how a sales person at NM could make comments without really knowing the all story. Anyhow, I did make sure he knew that the ONLY reason why I was returning a $1200 shoes was because, at the time I purchased them, I could not know that those shoes were going to result bad shoes. and that the only way I knew that, it was because I wore them! "Does it makes sense" I asked him ? How can you know that shoes can cause you problems if you don't wear them? I also let him know that the only reason why I spend money on shoes is because I don't want to have problems with my feet. I did let him know that as a NM costumer, I expected to be protected and not to be insulted. I did let him know that their job is to look for their clients satisfaction. I did let him know that I purchased a Brunello Cuccinelli pair of shoes through NEIMAN MARCUS STORE and therefore it is their job, as intermediary between the shoes producer/designer and the costumer, to let them know that those shoes were in a non good compliance . Also, I did ask if I could talk to the manager and he replayed: "The manager will tell you the same I just told you. And today she is not in the store anyways" . I left my phone # and email address asking to be contacted by the manager. 3 week have been passed by and I never been contacted by the manger. I will now put a charge back complain on my credit card and will not...

Awful experience in the shoe department. My friends gave me Louboutin shoes for my 40st birthday, that I needed to exchange because I already had the same ones. Store associate Casey made me feel unwelcome and as I was a hassle. I wanted to get suede or velvet shoes, and instead of giving me any suggestions or showing me any shoes, he has told me to look online for shoes I like and that he can place order for a replacement. Then I wanted to try on the pair and I was handed one shoe in the box. He told me he did not know where the other shoe was. Even another customer noticed and asked me why I am only trying on only one shoe - I was embarrassed to reply that I was only given one. After I was done trying that shoe on, he brought a second shoe and placed it near the box. I asked for a refund and he told me the funds will go to the original payment. So I had to call my friend and tell her that I am returning their gift, she told me that they have used a store credit and no longer have an original card. So I asked Casey what will happen in this situation because on the refund receipt he gave me it stated original payment method was cash, but my friend paid in gift card and no longer has it. He told me that it will be either mailed or emailed to her, he did not know, and when I asked how long that would take - he told me that it will take awhile. So I decided to get something else instead of waiting for that refund to proceed. I choose different shoes that required additional payment and I placed the $200 difference on the counter. He looked at me and at the money back and forward and I asked if cash was ok, because it was really odd behavior from him. He said that he hoped I would hand the cash to him. I felt extremely uncomfortable and I could not wait to get out of the store, I was in tears, and needed to get out of the store, even though I needed to get more shopping done. This was humiliating shopping experience, I would never expect being treated that way in a luxury store. Never again any shopping at Cherry Creek Neiman shoe department.

Update: I did sent the details to the customer service email provided below, and yet to hear back. I did go back to the store and talked to the manager who assured me to take care of me if I do not love the replacement shoes, and help me pick something...

If I could give Neiman Marcus zero stars I would; I am beyond dissatisfied and appalled by their stans of the quality of goods they sell. My husband purchased a gorgeous bag for me in October of 2022, after using it only a couple of times we put it in storage while our new house was being built. This week I pulled the bag out to find it had cracks on the top and the sides of the bag in which I knew that was not normal wear and tear (I have 5 YSL bags) so I decided to take it back because the quality was obviously not normal. I was not expecting a return of funds but at least an exchange but that was far from what I should have expected. We were greeted by 2 associates who agreed the cracks were not normal and decided to get the manager involved as they should have when deciding. The manager Susan came out and reviewed the bag and agreed that the cracks are not normal but stated that there is a “30 day return policy and after that they do not stand behind the product; it’s the vendor’s responsibility.” My friend and I reiterated “You do not stand behind the quality after it’s been purchased; if we purchased it from Nordstrom, we would be able to exchange the bag” and Susan stated very condescending “Nordstrom changed their return policy to 30 days so take it to YSL.” While at the mall, we went to Nordstrom showed them the bag and they stated, “It would absolutely be returnable, and we have not changed our return policy,” We then proceeded to YSL and showed them the bag they also stated that “If the bag was purchased from us, we would have let you exchange the bag because this is not normal wear and tear.” I ADVISE ANYONE WHO WANTS TO PURCHASE A DESIGNER ITEM FROM NEIMAN MARCUS...DO NOT! I am not sure how someone who is condescending, rude, belittles, and does not honor customer service is in a position of management. I will never, after all these years of purchasing from Neiman Marcus, go there again. Do yourself a favor and go to the designer brand store...