Neiman Marcus

Ok I'm a pretty good NM customer with level 4 loyalty status so…I can get a box with my purchase! It's actually called free gift wrapping! A Neiman Marcus box with a ribbon is now considered free gift wrapping. Quite insulting to customers. If you are lower level customers you can buy a Neiman Marcus box. No pay, no box! Sorry! If you buy the box, you can pay to help them advertise! Such a deal. Sorry to be sarcastic but this totally wrong!

NM is a great place to shop with great brands, sales that are reasonable and usually very helpful customer service personnel. When inquiring as to where an order is at that was placed 14 days ago, the agent I encountered tonight blatantly lied and caused a lost customer. I get it, no one cares about the 1 person that doesnt spend thousands and thousands each year. But to outright lie and try to blame FedEx, that was a new low. I don't mind being told it was late being shipped, but the agent said

"Thanks for your patience, the last order I see to be deliver Is the Peter Millar Men's Dunbritton Summer Cotton Sport Shirt, they are at the moment on the Fedex truck on their way to your home. The max arrival date on this item Is for January 16th 2023. I will advice to wait this time frame since the shipping service Fedex are in high season are they are taking a more time to deliver the orders."

I placed an order for 5 shirts. 4 were received January 6th (with 2-day shipping service I requested). The 5th just shipped today and the rep blamed FedEx. Rest of transcript is here:

Me: do you know when it shipped? The other shirts were delivered very quickly.
I dont think this is a FedEx issue
CSR: Yes they were ship today January 12th 2023. Just now its on the Fedex truck.

I realize this isn't the CSR's problem, but being truthful and ethical is a hallmark of any long standing business.

Enjoy your experience and hopefully a better outcome for all that continue to buy from NM.

I tried to order items for Christmas from Neiman Marcus online. It started off hopeful – then turned into a challenge quickly. First, the banner at the top of the website is wrong. There is NO free shipping. Second, when shipping items to multiple addresses, the page keeps reverting to the sender's address, causing you to have to re-select the actual address (you JUST entered)…. Again and again (especially for multiple recipients.) I had ten items going to 8 locations. This turned into a tedious back and forth task double checking and correcting addresses. Then, once I was certain all the information was STILL correct…. I placed the order. Low and behold, they omitted an item on the summary (although the item count at the Order Summary charge showed 10). The online chat was slow and no real help. I called CS and they were able to confirm all ten items, but they had two of the same item going to one person. UGH! They did fix it by canceling that one item…and reordering it. BTW – my email confirmation only showed ONE ITEM! This is totally messed up! Taking my holiday business elsewhere for the remaining items I need. Lastly, this order process took nearly an hour and a half (not very efficient!) and totaled nearly $1000. Beware ordering online from NM. Might be faster to just call or visit a store!

I ordered a perfume online and they sent me the perfume unwrapped and the box was open? I then call them to get an exchange for their mistake. I ship my perfume back and without my knowledge, they charge my card again for an exchange.

I went to the Scottsdale Fashion Square Mall and my experience was NOT that great. The sales woman didn't seem interested in helping me and I had to MAKE her get a shoe size for me. I don't want to say because I was racially profiled but it seemed that way. And honestly this being Nieman Marcus a high end store I wouldn't think I would endure such treatment. I did buy the Iriza Half D'Orsay Pump although I did not want to give the sale the rude sales woman. Also, she asked if i wanted water AFTER the fact I purchased the shoes. I am not sure why this experience was so bad but I will be shopping online from now on so I won't feel uncomfortable or like if I shouldn't be in their store. Aren't they supposed to provide full service? Shoe protectors etc?

I made my first and definitely last order at Neiman Marcus. I've had 3 issues with SINGLE order. One of items was out of stock so I had to wait 3 weeks for it. When I finally got email it was going to be shipped after few days it turned out they have cancelled my order all together and that's not it - I was not informed about it. I had to purchase the item again. When I finally received it, it was damaged and customer service offered me exchange which would take another 2 weeks. That is a joke!

I am a reluctant shopper of NM and continue to be because I generally buy what they sell and sometimes it has the best deal (not often). They also have great Christmas decor. My friend works locally at a NM so I also try to support. All that said, their customer service for online retail is SO BAD. It's been bad for years and doesn't improve.

I don't have a single episode to recount but there have been multiple "problems" with my orders at both NM, Horchow, and Bergdorf Goodman. Also, when I try to call and get help about a product, it sounds as if the person is reading off a cue card and cannot answer or agree with me on basic things. For example, a shoe size 41 - is NM equating that to a 10 or 11, and they act like I'm speaking another language. This is NOT high end shopping whatsoever.

I've had shipping delays, failed attempts to price match, randomly cancelled items. These are not $50 orders... these are sometimes $1000 orders and deserve much better service and communication. At one point I had FIVE MONTHS of trying to get a refund for an item I returned that NM said they never got (even though they refunded the other item in the box). I had to do a credit card dispute to which NM fought that too! All over $150. I said "either send me the item back or give me the refund." After 5 months and about 30 calls, I got my refund. You're fighting me over $150 for an item I did return when I spend tens of thousands there a year?

It seems as though NM has tried to change their game a bit recently but it continues to fall short. Wait times on the phone or chat are extremely long; the link to "customer service" on their site is down and I have to find their number elsewhere, etc.

There are great examples of online retail out there. Revolve Clothing and ShopBop come to mind.

I'm a Level 3 INCIRCLE customer. 5+ offers per day is intrusive. Neiman Marcus needs to understand it takes time to generate income for $$$ purchases.

After the comments on their Facebook about bad experience with customer service, the management fixed the problem. The major problem in their customer service are:
They don't have any problem solving skills. You want problems to be fixed, and they don't make effort to fix it, just telling you to return your order.

They also don't have basic math skills. That can be related to lack of job training too. No logical thinking either. They can't do simple task like doing price adjustment.

Another problem is they lie to the customers. When I called to double check if they did price adjustment for me. The staff said I can do it for you. I asked "did the staff I talk to earlier do it?" The staff answered " yes, she did it, I will do it for you again." If the staff did it earlier, why you need to do it again. The bunch of lies.

The staff in their customer service are not helping their company to grow. They are their to destroy the company.

VERY SLOW RESPONSE IN ALL OF THEIR ACTIONS. THEY TAKE A LONG TIME TO RESPOND FOR RECEIVED ORDERS AND LONGER TO SEND THEM AND IF YOU CANCEL IT WILL BE THE LONGEST

Poor online service. They can`t answer obvious questions concerning return policy. It`s very important to know that you can return things you buy online because you can not try them in the fitting room. So the associate didn`t give me a certain answer on return policy so that I don`t shop here online

Because of Neiman's high calculation of estimated taxes, delivery & processing, and duty & brokerage fees already added to the final cost, I have my orders delivered to my cousin in the States who then ships it to me. This process is even more economically feasible than buying online from Neiman's and shipping it to me in Canada. So, my advice is to only buy from Neiman's online if you're desperate for an item. Otherwise, ur better off shopping in their stores when you're on vacay in the States.

5 days ago, I ordered a pair of shoes for my friend's birthday from Neiman Marcus. As soon as the order was confirmed, I realized that I'd ordered the wrong size. I immediately used their Live Chat feature and was assured that they'd cancel the order. Around noon, I saw that the order had been taken off my credit card statement, as promised. However, when I checked again, the order was back on my statement! This time, I called NM, and was told that they'd cancel the order. The order was still there, so I live-chatted once again. The rep said that she'd contact the warehouse and stop the shipment. This morning, I received an e-mail: NM was "unable to stop the shipment" but I can return it for a credit. I'm not sure what else I could've done to cancel my order. I won't be ordering from Neiman Marcus again. Fsession.com may be the unique shop for me.