Neiman Marcus — Local services in Town of Hempstead

I visited this store last Tuesday night after calling three times during the day to verify they repair men's Moncler jackets. We drove an hour and a half to get there from Brooklyn. I purchased a Men's Moncler jacket from Nieman Marcus on Dec 17, 2021. My husband wore it once, and it got a hole in the arm. This jacket cost almost $2,000 so I was disappointed that a high end product like this would break after one use. After I called the store the first time, they took my info and someone was supposed to get back to me. The second time they told me they do repairs on men's Moncler and that we can come in with no appointment to the alterations department. The third time I called was to the alterations department for hours and explained the situation again. We arrived before the 6 pm cut off as they told me over the phone. The Moncler specialist, Ms. Ruby, tells us they don’t repair Mens Moncler jackets when we get there. After I explained to her that I called and was told differently, she called the alterations department to come to look at the jacket. Mauricio from the alterations department said he could stitch it but it will be visible on the jacket and maybe he can do a patch better. Ms. Ruby then suggested we take the jacket to Bloomingdales being they had a Moncler store, and ask what they thought, and if anything, bring the jacket right back and they will fix it there. We did that in less than 15 minutes. When we got back to Nieman Marcus, Mauricio said it was too late and we would have to leave the jacket. I explained to them we had a three-hour trip coming to this store and going back home, and they already told me they would do it on the spot. One of the other sales associates that was present asked him if he could just ship it back to us since we came so far, and they said no. As we were leaving the store, I was astonished I couldn’t help but wonder if this would have happened to a white couple. I asked to speak to a manager at the lower level by jewelry. Ms. Michele helped me out even though she was busy and in the middle of something, unlike the five sales associates talking about their personal lives behind a counter. She took the jacket, gave us a repair receipt, and said we can have the jacket shipped back to us. She had Dori, the alterations manager, look at it when he went to work the following day. She was very understanding and handled the situation like a true professional. She has been keeping me posted and updating me about the jackets repair. This is true and excellent customer service. This was not my first purchase from Nieman Marcus, but after this service might be my last. Ms. Michelle went above and beyond to make her customer happy and attend to their needs. As for the people upstairs, I went home and could’t help to think that they were playing chicken with me. They sent me to another store and upon return, dismissed my husband and I. Ms. Michelle is amazing. If not for her my husband jacket would not have been fixed. As for the rest of the staff upstairs, perhaps they can benefit from a professional development in anti bias approach to customer service and in customer service in general. I don't foresee us spending our...

Neiman Marcus supposed to be an exclusive store...it's exclusive...but for being the only store (that I know) with a bunch of airheads, partisan but dress to impress customer service walking around the store like mummies in a cemetery....cemetery? yes, because this place at Roosevelt Field Mall is always empty...no wonder why. But these characteristics go from the bottom to the highest positions. This is my story........ Less than 60 days ago I bought a hair product that the sales lady recommended as a great one...not true: it damaged my hair. I went to return it but they wouldn't let me cause I used 2 drops of the product (directions)....I had to use it ( I didn't bought it to exhibit in my living room)..... NM have a stupid return policy (they're doing so bad..they have to make $$$somehow): 1.- 60 days return (that wasn't my case) 2.- item shouldn't be use; however the policy doesn't say "no return for used products regardless the results". Any other store would have returned it. Legally I would have had the money back. Trying to avoid further steps, I called the store manager, but instead I was transfer to his/her assistant...this woman is worst than all customer service and similar together ...She denied my return, she didn't even say I am sorry...however she voluntarily offered to send me (fedex) some samples to fix my hair....I didn't ask for: she made the offer, BUT she didn't send them, ever - I never received the samples - . Weeks later I called her, not for the samples (I am not rich but I can buy my own things). I called her because this was a matter of principles. This was a matter of self-respect (something that obviously she doesn't know about it). A compromise is only for people with integrity and honor. she made a compromise (offer) with me but she didn't keep it because she is not a person with these characters. Guess what? she insisted that she send me the products; that she has the receipt from fedex. I am not responsible for what she says...she can say whatever she wants; that doesn't mean it's true. I am responsible for what I say...I never received the samples. My credit card contacted her -waste of time-. My credit card gave me the full credit on their own (no fighting for charges: not even they want to do anything with her). I got my money which is good. I appreciate what my credit card did for me. Regardless the humiliation, the mocking, the harassment (part of this story)... I consider depending whom is coming from (not worthy but just this review )This store is not a good one...Store is what their workers...

I purchased a $1000 pair of shoes from the salesperson Sherri. I absolutely loved the shoes in the store. They didn't have my size so Sherri was so helpful and had the next size up sent to me the very next day. She was very accomodating and I was thrilled, as the shoes were for a wedding that I would be in the very next week.

The shoes arrived, I tried them on, they felt ok, but being consumed by my role as Matron of Honor, I barely had time to really wear he shoes around my house to make sure they would stand up for the night.

The day of the wedding arrived, I put my shoes on walked to the limousine, and went the the church. I noticed that the shoes were a bit uncomfortable but still bearable. I walked from the limo to the church, maybe 100 steps. I then stood and awaited, the wedding procession to begin.

After walking down the aisle, I noted that the shoes began to throb. I stood during the wedding, (35 minutes) then retreated quickly to the limousine. By this time I was miserable, so much so, that I had to go home and get another pair of shoes. interfering with my role, I could no longer bear being in these uncomfortable shoes.

The very next day I called Sherri and explained that I wore the shoes during the wedding, but they were extremely tight. Sherri explained that once you wear the shoes there is nothing that could be done, and that I should take them to a shoe store and have them stretched.

After paying $1000, I felt that was not a sufficient answer. So I took the shoes back to Neiman Marcus the following week. I then explained to Tara the store manager, that I the shoes were miserable. So Tara agreed that I should leave the shoes and she would have them stretched, but there was nothing that she could do. The shoes will not be returned for 6 weeks.

I will no longer purchase shoes from Nieman. Having been a loyal customer, and having purchased several high end shoes, I am dissapointed in the cutomer service policies implemented in this store. Since this was my very first time returning shoes, I had no idea that a luxury store would not be a bit more considerate and employ a better customer service policy.

Excellent customer service is defined as service that treats customers with a friendly attitude and tries to resolve their problem or question as efficiently as possible. There was no resolution, nor did they even want to hear my explaination for the return. I was told there was nothing that could be done, we'll try to stretch them, if not, guess you have to take the...