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Customer service Has NO idea what they are doing!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TEXAS -- Below is a transcript of the frustrating conversation I had with Neiman Marcus customer service, when I was trying to buy cosmetics. My conversation with “Alejandro” is representative of the nonsense I have encountered each time I call and try to get a simple question answered.

11/12/2018
Emily Angulo
Do you know when you will be restocked on the La MEr event item where you purchase $350.00 or more of La Mer products and receive the Lifting Eye Serum as a gift? Is that available? I have been trying since the first day of the event.

11/12/2018 09:49:30 AM
Alejandro V
I am happy to help you.

11/12/2018 09:50:07 AM
Alejandro V
One moment please while I research this for you.

11/12/2018 09:50:09 AM
Alejandro V
We still do not have a date at the moment I am sorry.

11/12/2018 09:52:18 AM
Emily Angulo
I see that you have it in stock to buy. Why is the event not coming up since you are not actually out of the product?

11/12/2018 09:53:00 AM
Alejandro V
I am not sure why the promotion is not yet.

11/12/2018 09:53:30 AM
Emily Angulo
The promotion runs the 10-18th. WHy is the site not honoring the event?

11/12/2018 09:54:13 AM
Alejandro V
Ok, may I have the link so I can check it, please?

11/12/2018 09:55:10 AM
Emily Angulo
THere is no link. I have the card mailed by NEiman Marcus for the event; but there is no code for the event.

11/12/2018 09:55:49 AM
Alejandro V
I see ok I am sorry for it but the event is not yet available. .

11/12/2018 09:55:56 AM
Emily Angulo
But the event started on the 10th. It is available in stores. It is supposed to be available on line. WHy are you saying that the event is available yet?

11/12/2018 09:56:46 AM
Alejandro V
Because is not on the website.

11/12/2018 09:57:17 AM
Alejandro V
And I do not see any email about it doe sit specify that is available online too?

11/12/2018 09:57:51 AM
Emily Angulo
Well, the person I spoke with a t the store and the last two people I chatted with said that it was, but that you were momentarily out of stock. Now you are telling me something totally different. Do you not know and are just guessing or were the other two MNeiman Marcus representatives wrong?

11/12/2018 09:59:26 AM
Alejandro V
I see ok so this is an event that is while supplies last if you did not see it at chekcout it means, is no longer the samples in stock.

11/12/2018 09:59:29 AM
Alejandro V
I thought it was another kind of event.

11/12/2018 09:59:48 AM
Emily Angulo
Okay, and that is my point. It says while supplies last. You have the supplies because I can buy it separately. Why won''t the event come up?

11/12/2018 10:00:24 AM
Emily Angulo
I have been trying since the very first day.

11/12/2018 10:00:35 AM
Alejandro V
If you do not see the samples at checkout it means there is no more. and we do not have a date of when we will have more.

11/12/2018 10:01:07 AM
Emily Angulo
\It is not supposed to be a sample. It is the full size Lifting Eye Serum. Do you even know what you are talking about? Do you see the event at all or are you just making this up as you go along? THis is ridiculous.

11/12/2018 10:02:06 AM
Alejandro V
But there is no more of it. this kind of event is while supplies last if you did not see the product or the sample is because there is no more of it.

11/12/2018 10:02:41 AM
Emily Angulo
Listen, Alejandro; there is more of it, because I can purchase the product. So why isn't it free under the event?

11/12/2018 10:03:45 AM
Alejandro V
One moment please while I research this for you.

11/12/2018 10:07:10 AM
Alejandro V
I am still working on it.

11/12/2018 10:10:04 AM
Alejandro V
Yes I am checking and there is no more for the event

11/12/2018 10:11:49 AM
Emily Angulo
And do you all plan to get more? As I have said, I have been trying since day 1 of the event and the event is supposed to run this entire week; I can not imagine that Neiman MArucs so carelessly planned an event that was supposed to last a week that only lasted three hours.

11/12/2018 10:13:25 AM
Alejandro V
Yes, but we do not have a date of it.

11/12/2018 10:13:53 AM
Emily Angulo
So, how do you know it will restock then? You have gone in complete circles this entire conversation and now you are back to say you are going to get more? WHich is it? Are you guessing? THis is entirely unacceptable.
11/12/2018 10:15:02 AM

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Worst Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PARAMUS, NEW JERSEY -- ** at the Paramus Chanel in Neiman Marcus has to be the worst associate ever! When you enter you almost have to beg her to help you. She talks in circles, saying anything to get you to leave her alone. She only sells to her known customers and will lie to you about everything. After months of patiently waiting, to be called from their waiting list, I decided to ask why there was such an unusually long wait for a particular item. I was told "oh we only call back people who leave their credit card information". I was never asked for my credit card information, when I joined the list. I was asked only for the bag description I wanted and my telephone number.

No one ever told me there were other requirements in order to be called from the waiting list. Why would a Chanel associate bother to put someone on the list without credit card information, knowing that they won't call them anyway? Why didn't they tell me that I will never get a call back, one of the 10 plus times I called to see if they had received the item I seek? Why didn't they tell me that leaving my information would GREATLY increase my non existent chances of receiving a phone call? The ** smiled in my face for months, every time I went in the boutique, thinking maybe they lost my information, knowing that she never had any intention of calling me back.

On one occasion she even lied to me and told me they haven't received a shipment in months, while two other associates told me they did receive several shipments and sold out already. This girl sent me on a wild goose chase for months. Silly me for thinking this was the normal wait for the East Coast boutiques. I really think for some reason she didn't want someone like me to buy such a sort after bag and did everything she did to make sure I didn't get one. I will never shop at this location again.

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False Delivery Dates on Website Orders
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TEXAS -- On 3/1/16, I ordered a gift for a friend's birthday on Saturday, 3/5/16 and I ordered it because NM's website promised it would be there on 3/4. I received an email on 3/2 with a FedEx tracking that should it would be there on 3/4. This email was send out on 3/2. I waited around all day on Friday, 3/4. The order never came and I did NOT receive an email indicating the date would change at all.

Finally after waiting all day into the night of 3/4 I decided to track the package with FedEx, only to find out the date was changed to MONDAY, 3/7. Monday. NM did NOT provide an explanation as to why the package would not arrive on the date they promised. Their website clearly gives customers exact delivery dates, so most people will order with the perception that they will receive their purchase items on the promised date only to find out the dates are wrong.

I called customer service and no one could explain to me why the date changed. The person on the call was provided no assistance and was rude. They had the nerve to offer me 10% off for this HUGE inconvenience! I told them they need to change their false delivery dates advertisement. The whole reason I decided to make the purchase was because of the promised date. I now have to purchase a gift elsewhere because this gift will NOT be on time.

I am now inconvenienced and will have to go into the store to return the item! Going online to make a purchase is supposed to be a convenience and now because of the false dates on their website I have to wait days for the delivery only to drive to a store, wait in a line to return an item I no longer need.

This false advertisement has made them lose a sale. Please take down your delivery dates because they are false. NM, I am completely disappointment. Inconvenience NM has caused me. I truly expected a successful purchase and good customer service in which I received NEITHER from NM. People BEWARE-- DO NOT count on the delivery dates on their website because they are FALSE!

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I Returned Two Pairs Shoes, but Could Not Get My Money Back
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FLOWERMOUND, TEXAS -- I ordered two pair designer heels to be shipped to a wedding venue, which was on the West Coast. Neither pair worked with my outfit. I promptly returned on Sept. 19th upon my return to Texas. I have yet to receive a credit back to my credit card. (It is now over 30 days) Neiman Marcus decided it was a gift, no clue why, and they sent a gift card to the West Coast address. I have called them multiple times and NM seem more concerned about a gift card, floating around, than my refund. They admit it was their mistake and yet cannot seem to fix it. I will NEVER shop in store or online again.

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Poor Customer Service and Poor Product Quality
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAS VEGAS, NEVADA -- Purchased 4 towels (Ralph Lauren) and upon receiving them washed them to get the plastic smell out, followed the instructions exactly as stated. Upon removing from the washer the towels were obviously defective as they were fraying and threads were present. Contacted customer service and they agreed to a return and refund and provided the return authorization. Today (months later) we received the towels back with a typewritten letter explaining they changed their mind and were not accepting the return. We never used the towels once. Terrible in every sense of the experience. Long term client 15+ years and now will NEVER return or shop at this poor run down retailer that should just shut their doors.

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Illegitimate Charge to My Credit Card
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SHORT HILLS, NEW JERSEY -- Someone used my credit card to make a phone purchase of a $6,000 Chanel handbag. Had my CC # and sent it to my co-op address. Someone signed the FedEx tablet with my name (but not my signature). The co-op has a computerized package receipt system and the log shows no packages arriving for me that day. Neiman Marcus insists that it was me despite all the facts.

The FedEx signature was on a Tuesday at 10:14 in the morning. I'm in a different state working at my desk at that time. Neiman Marcus refuses to relinquish the charge. I'm now stuck with a $6,000 - charge on my Chase credit card and Chase keeps telling me that Neiman Marcus says it's a valid charge. I had never been in a NM store before. This is ridiculous. My cards aren't worth $6k each. They are the big beating up on the little and something should be done. I didn't order it, I didn't receive it. Some little ** in their Short Hills store won't take the blame so I am stuck with it. Someone please help!!!

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Lying about promise dates and smug customer service rep
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I ordered $2000 worth of products online. I requested 2 day shipping because I would not be at my house the following days for 2 weeks. On the day the product should have arrived, I called customer service because I had yet to receive a shipping notification. Gloria answered and told me that she would look into it to see if I could get it by Friday (the following day-a day later than the promise date). That afternoon, I still haven't heard anything from anyone and called again. This time I got Jane, who was polite but unable to help. She also informed me that I may or may not get my shipment by 11/20, which would be 6 days after my order was placed. I also paid for 2 day shipping. I asked for my call to get escalated. Caesar took my call and treated me as if he was the customer. He made me feel as if I was doing something wrong by calling to inquire about why my order was not there when they said it would be. His treatment was so bad, that I canceled my order. I will never shop at Neiman Marcus again.

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Bad customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

As a return customer, I reopened my Neiman cc and placed an order. After a week of waiting, I went on line and discovered that my order got cancelled. The items I wanted to be purchased were no longer available. The order got cancelled without any notifications or explanation. I called customer service and was told that the store needed to verify my personal information. “We were trying to reach you” … However, no one called or texted or e-mailed me.
I am receiving the promo e-mails but, as of today- 2 weeks later, I am have not had a single e-mail: “we are trying to reach you'…
I am on hold with the verification department now for 10 minutes, listening to this awful music…
I think I am done now. Time to shop elsewhere.

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Horrific
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SHORT HILLS, NEW JERSEY -- In all the years of shopping at Neiman Marcus I have never returned anything. So I was completely taken off guard when I tried to return an unworn, tags attached, pristine dress. It was apparently after 60 days which is a recent change to their return policy. I was greatly rudely, made to be embarrassed and told there is nothing they could do for me. This was reiterated by the General Manager Pat ** and a person at corporate office name "Mr. **" complete disregard for customers and smug and curt attitude.

I will never ever patronize Neiman again and I am canceling my credit card. For me it's a win because I spent way too much money there to begin with. I'm absolutely appalled. After googling them I see I am not alone and their customer service rating is dismal. They should be mortified.

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Reset password for online shopping
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ONLINE -- I recently placed yet another online order with Neiman Marcus. Unfortunately I had forgotten my password, so I tried to reset it. After 3 hours I gave up and called the online chat service. After another hour I was sent a link to reset my password. All the link did was sent the same link over and over again with the heading 'open to reset your password'. Extremely frustrated I contacted the IT Department who kindly sent me the same faulty link. 6 hrs later I gave up.

Today I have just repeated the same Odyssey with IT help desk and online chat. After experiencing such appalling customer service I shall take my business elsewhere. Other online businesses such as mytheresa, net-a-porter, etc offer a far superior customer service. Neiman Marcus' loss!

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Neiman Marcus Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 15 ratings and
27 reviews & complaints.
Contact Information:
Neiman Marcus
27 Boylston St.
Chestnut Hill, MA 02461-1808
617-232-0760 (ph)
617-739-1395 (fax)
www.NeimanMarcus.com
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