Neiman Marcus — Local services in Upper Merion Township

My story is long, but definitely worth reading! Beware Of Dina Karaminides and Diane Joyce from Nieman’s, King of Prussia. Dina was my mother’s personal shopper for well over 10 years and they enjoyed a lovely working relationship during that time. My mother was diagnosed with Alzheimer’s a few years back but still enjoyed shopping for nice things. I contacted Dina last year to explain my mother’s situation. My mother lives in assisted living, is not able to fully dress herself and has no need for any clothing other than everyday wear. With a very little bit of guidance from Dina, my mother would still be able to buy a couple of nice, fairly priced casual items. Instead, Dina sold her a $3500 pocketbook, and a few other items totaling $9800! I contacted Dina once more asking why she would take advantage of an old, ill woman and she said that if my mother did not buy from her (Dina), my mother would just buy from someone else.

Fast forward to this past January when my mother had an appointment with Dina to pick up a couple of new pair of pants and 1 or 2 new silk shirts. Dina, once again, took full advantage of my mother. This time the bill was over $10,000. I contacted Dina by email and told her that what she had done was one of the most despicable things I had ever been a part of.

Ten days later I received an email from a person named Diane Joyce, VP & general manager of the King of Prussia store. Her email must have been copy & pasted from the legal department at Nieman’s as it did not address anything I said.

While long (& edited), my email back to Ms Joyce is below: Your reply had absolutely nothing to do with my complaint. You addressed none of the issues. But you did state that you hold yourselves to a high standard in your commitment and respect to your customers but this is, in fact, ridiculous and your words are empty. The fact that I had to contact Dina last year, twice, and then again a couple of weeks ago proves me correct. This has nothing to do with privacy or you not being able to speak with me about my mother. What it has to do with is being a kind human being. Compassion. Empathy. Not clawing an old lady's eyes out by selling her things she has no use for, that have exorbitant price tags, and are only about Dina's commission. I find her repeated actions unconscionable. Last year, when Dina and I were on the phone when I told her of my mother's Alhzeimer's, her reply to me was that my mother would just go elsewhere to buy if she didn't buy from Dina. Not "I'm sorry" or "I was not aware". And certainly not "I'll try to keep her purchases down".

While you state that retailers are not allowed to discriminate against customers due to age, I find this laughable. Dina has repeatedly discriminated against my mother, taking advantage of the fact that she is old, suffering from Alzheimer's, and trusts Dina due to their long relationship. I asked her twice (on the phone and by email), prior to my latest email, to only show my mother a few things, or say they don't have much in her size (which is actually true) or give my mother any myriad of reasons why there wasn't much for her to purchase.

The truth of the matter is, you emailed me to cover your butts. Not because it was the right thing to do. Not because you had a mom who was old and feeble and people took advantage of her. Not because you think perhaps Dina was wrong. It was a cold, heartless, morally wrong thing to do. You took advantage of an old lady and made money doing so. You should be ashamed of yourselves! I returned about $6000 worth of clothing, for which my mother was credited, but the balance of the items had already been altered. I have not had an apology, nor acknowledgement or reply from the...

ZERO STARS IF I COULD!!

I purchased boots online from Neiman Marcus back in March. I never received them, and they never gave me my money back. I’ve been trying to recover my money ever since.

Here is what happened: On March 12, I received an email notification that my package was delivered on March 11. I worked from home and was home all day that day. I never heard the doorbell ring or anyone knock, and there was no package at my door. I check my ring doorbell footage, and the FedEx driver left my package at my door without ringing the doorbell, and less than 5 minutes later a package thief stole it. I immediately called Neiman Marcus and they told me to take it up with Fedex. I called fedex and they told me to take it up with Neiman Marcus. I called Neiman Marcus back, and they told me they could not help me because I directly contacted FedEx.

In the meantime I filed a police report and the package thief was arrested.

After many upsetting and frustrating conversations wit Neiman Marcus, who were clearly on the defensive and not trying to help me at all, I filed a dispute with American Express, the account I used for the purchase. My claim with Amex was denied over and over again because Neiman Marcus provided them with a false document that said my package was delivered and signed for. I kept reopening the dispute with Amex and continued to provide more and more documentation of everything that happened, including a FedEx proof of delivery statement that said “no signature obtained at time of delivery because merchant did not require one”. I provided my case ID from the police arrest, and a full documented re-count of the events. Amex repeatedly denied my claim saying that the original false document provided by Neiman Marcus was the reason for the denial, and they cannot help me any further.

In the end, essentially what happened is I handed over $348 of my hard-earned money to Neiman Marcus for absolutely nothing. While this is a lot of money to me, I know it’s nothing to them. This was the first and last purchase I will ever make with Neiman Marcus.

UPDATE 8-13-20: In early August I got a hold of someone from the NM corporate headquarters office located in Texas who was the first nice and helpful person I had spoken with within this 3-4 month period. They were able to get my money refunded. Does not make up for what I went through but at least it...

I purchased a gold Lana necklace at the King of Prussia location about 3 months ago. The initial shopping experience was great as David was very knowledgable and fun to work with. I loved the necklace I purchased. It went downhill from there.. A little over a month after having the necklace, it broke. I took it back to the store where they told me all they could do was send it back to the brand to have them repair it due to it being past 30 days from purchase and this was corporate policy. I let them know I was concerned it broke so soon after purchase due to the amount I spent on the necklace. I would not expect something of that value to break so quickly. I requested if I could receive a store credit to purchase something of similar value but was still told no and I would have to go through corporate. I reached out to corporate who first told me to go back to the store. Then, we went back and forth a few times and they let me know a store Manager would be reaching out within 24 hours to assist me further. It's been over 2 weeks and I have not received a phone call and I followed back up numerous times through the corporate email with no response.

I understand not offering a refund back to my credit card however I feel asking for a store credit to buy a different piece is very fair considering the situation. Disappointed in the customer service here. Will not make another purchase like this there again.

11/15/24 Update - Within a year of this review, the necklace broke again. After reaching out to the KOP store, they initially only offered me to send the necklace back for repair again or they would replace with the same necklace. I told them I was not happy with either of those resolutions as a $1600 necklace should not be breaking twice within a year. I sent a letter to their corporate office and within a week, I heard back from the KOP store letting me know they would let me exchange for something different. While a long and frustrating process, happy with the result and with their corporate office's quick response time. Note to shoppers here, if you are not happy with store customer service, plead your case to corporate office (you need to mail a letter, not email). Updated review to 3 stars from 1...