Neiman Marcus — Local services in Houston

I used to be a loyal customer of Neiman Marcus. But from today, they lost me as their customer. They probably won't care. But I am going to tell my story, because I care how I am treated as a customer.

In September, I made an online purchase of a total "$234.90". The minute I made the order, I realized that I made a mistake by using an old wrong address (I no longer live there). So I contacted customer service to see if they can change the shipping address or cancel the order, because the order had not been shipped yet. I was told that they can not cancel it. The only way I can get my money back was to 1. wait until the order was delivered to the wrong address. 2. inform Neiman Marcus so that they can arrange a Fedex pickup at the wrong address. I did exactly what they told me. I monitored the shipping status. I immediately informed customer service about it by chatting with customer service online and speaking with them over the phone. Each time the customer service would ask me to drop the package off at Fedex. I had no choice but to explain to them numerous time that that was a wrong address because I no longer lived there.

I was told initially by the customer service that the package was scheduled to be picked up on the 30th of September. I checked with customer service again on 30th of September and was told that the package was not picked up, and had to reschedule with them of a fedex pickup on 3rd of October. I then checked with customer again on 3rd of October if the package was picked up. I was told that it was on the way of routing back to Fedex. I checked with them again a few days later, I was told the same. It seemed that the package would never arrived at Fedex or I started to think it never got picked up and I was told this way just to shut me up. During the whole process, I even escalated it to the shipping/return manager. I was guaranteed by the manager that once the package arrived at Fedex, I would get my refund.

But this never happened, and it had been over three weeks since the day I informed them about the wrong address. Eventually, I decided to file a dispute with Chase regarding this purchase.

And today is the day that I learned about how Neiman Marcus treated its customers. I got a call from Chase and apparently, Neiman Marcus said that they delivered the package and refused to settle with the dispute. Chase representatives emphasized that it was me who made the mistake so I had to present evidence that Neiman Marcus had instructed me this way to get refund, otherwise I'd be guilty. Chase representative had the audacity to ask me why I didn't return the package myself. OMG! I was beyond furious. I told Chase that Neiman Marcus had all the transcripts of my online chat and phone calls and they could ask them for the evidence. But no, Chase representative said they can not demand evidence from Neiman Marcus, but they for sure needed me to provide evidence to prove my innocence. So I ended up with no package, money paid, and humiliation from both Chase and Neiman Marcus.

I admitted my mistake of putting the wrong address. But Neiman Marcus was way too cheap and slimy not to keep their promise. They could easily told me upfront that they couldn't refund me, rather than lie.

I am also going to tell my story on other social media and BBB. My story has to be heard. I needs...

I am incredibly disappointed about my shopping experience. I purchased thousands of dollars of makeup at the Chanel counter.... I went in for an appointment with a makeup artist that was a national makeup artist for Chanel. That experience in itself was actually great. He made me a sheet and taught me how I should put the makeup on which is what I wanted. The sheet never made it into my purchase bags. I reached back out to them about my sheet because I never made it into my purchase the same day. I was told that they would look and reach back out to me. They didn't reach back out to me so I reached back the next day. They told me that they were off and they weren't in store so they'd reach back out to me. They have never reached back out to me since then.

Two of the items that I purchased were not there so they were purchased there and then shipped to me. One item arrived and one item didn't. I logged on and had to figure out how to get my Neiman Marcus account to see what was going on with the shipping. It was marked as out for delivery. I attempted to contact FedEx to see what happened. That same day it was updated with a previous date from weeks ago. FedEx claims that it's been delivered. I contacted the customer service number and was told that I was only for online orders to call the store. This was after I had been put on hold for a significant amount of time. I contact the store I was put on hold to get on customer service. Finally got a hold of an operator was put on hold because they would try and reach a counter. Was told to counter was too busy and that they would escalate it. It is 3 days till Christmas and I still haven't received the item. The level of disappointment is unfortunate. They dropped the ball. Maybe it's time for me to just start shopping elsewhere.

Update Jan 2024: Immediately after I made this post somebody finally contacted me. I guess it took public pressure for them to give a damn, not that it mattered. Shop elsewhere! It was a complete waste of time! I basically got run around by customer service both on the phone and in store. They would contact the counter for them to figure it. Nobody contacted me till I made this post. The contact was followed by will look into it I will make that face card for you. Followed by silence. It missed the Christmas deadline completely! It took them till January 7th for them to decide that they we're going to just like resend it and refused to refund it. At this point it's been a month since I've made that order and I was forced to purchase something else. So I no longer want it. I wanted a refund and I was told that I was out of luck because policy. To be reminded that I think I could still make the face card for me you know a month after the original one and over 2 weeks after the original check-in. Terrible service! If you do order from here make sure never to order anything shipped! I have purchased thousands of dollars worth of items and they lost a customer over $60 to $70 piece. Ridiculous! I've had better customer service from Amazon and Walmart and...

I want to update you on the complaint I filed below with the BBB. As of today 7-21-22, I have yet to receive a tracking number for my order (51783971). I paid for expedited shipping on the item so I can get it in time for the wedding I am attending. The disappointing thing about this process is the wedding is out of town and if they don't arrive in time I will be leaving to go home without something I intended to wear to the event. Instead of just flooding you all with complaints without a possible resolution, I propose the following: I am in Dallas, TX the item I'm trying to purchase is available at Dallas Northpark Store at 8687 North Central Expressway Dallas, TX 75225. The item number is Online Inquiries: NMS21_N8TNT Store Inquiries: #401209696795. Can I just pick the order up at this location?

I placed an order online with Neiman Marcus The item was a sale item needed for a wedding. I received the correct item, but it was two left shoes. I was offered a $125.00 credit and it was explained that I could use the credit without any restrictions. When I finally found another item (2 Days before the wedding) I am now being told I can only get a 20% discount on the new item because it was deeply discounted. The problem with this whole ordeal is it’s a poor customer service issue/quality control. I wouldn’t need any of this if the order was sent correctly in the first place. I wouldn’t even want a discount on the original order if they could have sent me a replacement with expedited shipping. They should have not offered me credit without complete disclosure of the terms of the credit is written. This is very misleading. if I were a top-tier customer, I would not have to go through any of these issues. Neiman’s has an average rating of 1.08/5 stars on the BBB and most of the ratings are due to poor customer service. Is anyone from Neiman’s Direct reading these reviews with an executable plan to help resolve these matters? I see responses but they all seem tailored and catered to the benefit of the store who is in the wrong, not the customer who should be the #1 priority. In this economy, if someone is willing to spend money with you, you should honor your commitments or make it right without any hidden...