Complaints

This profile includes complaints for Neiman Marcus Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Neiman Marcus Company has 24 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Neiman Marcus Company

  1618 Main St Dallas, TX 75201-4720

  
• 

  Neiman Marcus Company

  2201 Dallas Pkwy Plano, TX 75093-4307

  
• 

  Neiman Marcus Company

  1618 Main St # 2 Dallas, TX 75201-4720

  
• 

  Neiman Marcus

  Short Hills Mall 1200 Morris Turnpike Short Hills, NJ 07078

• 

  Ermenegildo Zegna at Neiman Marcus

  3393 Peachtree Road NE Atlanta, GA 30326

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did a online return with Neiman Marcus on 06/26/2025 package was scanned in with Fed ex with a pre-printed label from Neiman Marcus, Package moved to **** ,On July 1 *** ex stated the label couldn't be read and needed to be replaced.( I have a screenshot of that ) Package never moved after that. I reached out to *** ex on 7/7/2025 and was told Neiman Marcus would have to put a claim in since it was coming from them and they have insurance and would get reimbursed. I Reached out to NM on 7/7/2025 about the issue was told someone would get with me the same day no one did,I called back to NM on 7/8/2025 to find out no one called fed ex that day. On 7/8/2025 NM called fed ex and started a investigation,packaged move on 7/10/2025 with a different destination from the original label. Package still hasn't moved since 7/10/2025. I have called NM numerous times about my refund and they keep telling me it's in transit and I have to wait. As of 7/22/2025 still has not moved. I asked them how long am I suppose to wait since it was shipped on the 26th of June and no one can answer that.

  Business Response

  Date: 07/23/2025

  BBB: COMPLAINT:  #******** 
  Customer: ***** RUSSELL 
  
  Dear **********************, 
  
  Thank you for taking the time to communicate with us on behalf of our customer, ***** *******. 
  
  We would like to take this opportunity to offer our sincerest apologies for any disappointment that may have been caused regarding credit for the return of the merchandise on the customers order. 
  
  Our goal is to address our customers feedback, evaluate and research their concerns, and provide the best solution available. 
  
  Our records reflect that credit has been issued to the original form of payment (Klarna) for the return of the merchandise on the order as of July 22, 2025. 
  
  The customer will need to contact Klarna regarding the status of the loan. 
  
  Thank you for contacting us and allowing us to address the customers concerns.  
  
  Sincerely,  
  Executive Support Specialist Executive Offices 
  Neiman Marcus Direct 

  Customer Answer

  Date: 07/24/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Neiman Marcus regarding a recent issue I experienced with a returned purchase and refund denial.For Fathers Day, I ordered a pair of Prada sneakers from Neiman Marcus as a gift for my husband. Unfortunately, he did not like the color, as it appeared almost black in person. The following dayright after Fathers Daythe sneakers were returned via ***** in the exact condition in which they were received: unworn, neatly wrapped in plastic, and carefully repackaged.After almost two weeks with no update, I called Neiman Marcus to inquire about my refund of $996.21. A representative confirmed that the returned item had been received and that a refund was being processed through Affirm, my payment method.Because Neiman Marcus did not carry the color my husband preferred, I went ahead and purchased the correct color directly from the ***** website on June 15th, trusting that the return with Neiman Marcus would not be an issue.However, two days after speaking with the Neiman Marcus representative, I received a ***** notification stating a package was on the way to me. I had not placed another order and was not informed by Neiman Marcus that anything was being shipped. When the package arrived, I was shocked to find a similar pair of Prada sneakerssame style and colorbut clearly worn, dirty, and messily repackaged.I immediately contacted Neiman Marcus. To my dismay, they claimed I had worn the shoes and returned them in that condition. This is categorically untrue. Not only were the original sneakers never worn, but during this dispute, I realized that I had mistakenly ordered a UK size 9.5, which is not my husbands correct size. This further supports that my husband could not have worn them.I am now stuck with a product I did not order, a refund I was wrongfully denied, and a damaged item that falsely implicates me in wrongdoing. I have been a loyal customer and have handled this situation with transparency

  Business Response

  Date: 07/24/2025

  Re: BBB Case #********
  Customer: ****** ********
  
  Dear **********************, 
  
  Please allow us the opportunity to apologize for any disappointment in the customers shopping experience with us.     
  
  It is our goal to provide our customers with a seamless shopping experience, so hearing that one of our customers did not receive the type of service we strive to offer is very disappointing. 
  
  We are currently working with the customer ************************ to resolve concern.
  
  Thank you for allowing us to address the customers concern.
  
  Regards, 
  Executive Support Specialist - Executive Offices 
  Neiman Marcus Direct 

  Customer Answer

  Date: 07/25/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/11/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number: WN00008299132 Date of order: 7/5/2025 Issue: Wrong item sent for a time-sensitive gift I placed an order with Neiman Marcus as a gift, selecting overnight shipping and purchasing a set of glasses. Instead, the recipient received a dirty, stained candle in a damaged box with a strong odor completely inappropriate and not at all what I ********** make matters worse, Neiman Marcus customer service told me:I would need to ask the gift recipient to return the item (they are elderly, immobile, and do not drive), and I would need to place a new order and pay again for the original item which is now no longer available at the same price.This is completely unacceptable. The error was on Neiman Marcuss end, and yet the burden is being placed on both me and the gift recipient to resolve it. A luxury retailer should not be making its customers correct their mistakes.I am asking Neiman Marcus to:1.Absorb the cost of correcting their error,2.Immediately send the correct item (set of glasses) via overnight shipping to the original recipient at no cost to me, and 3.Coordinate return pickup for the incorrect item directly without requiring action from the recipient.This is a simple request for basic accountability and respectful customer service. I should not be chasing down a luxury brand to fix its own mistake.

  Business Response

  Date: 07/17/2025

  BBB: COMPLAINT:  #******** 
  Customer: ****** DAHDAH 
  
  Dear **********************, 
  
  Thank you for taking the time to communicate with us on behalf of our customer, ****** ******. 
  
  We would like to take this opportunity to offer our sincerest apologies for any disappointment that may have been caused regarding the merchandise delivered to the customers recipient in error. 
  
  Our goal is to address our customers feedback, evaluate and research their concerns, and provide the best solution available. 
  
  In this instance, credit has been issued to the original form of payment on the order as of July 17, 2025. 
  
  The posting of the credit is contingent upon the customers bank for such transactions. 
  
  Also, the correct item has been sent to the intended recipient and delivered on July 16, 2025. 
  
  Thank you for contacting us and allowing us to address the customers concerns.  
  
  Sincerely,  
  Executive Support Specialist Executive Offices 
  Neiman Marcus Direct 

  Customer Answer

  Date: 07/17/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I contacted Neiman Marcus about delivery not being received they advised they would open a case and then refund me beginning that a signature was not obtained. I contacted them back and they stated that it was delivered but no signature was obtained. They are trying not to refund when I am telling them it was not delivered to me. ***** must have dropped it at the wrong location. Please help this is not right. I need a refund for something I never received.

  Business Response

  Date: 07/13/2025

  BBB Complaint 
  Re:  Case # ******** 
  Customer:  ***** Thomas 
   
  Dear Better Business Bureau, 
  
  Thank you for taking the time to communicate with us on behalf of our customer ***** ******. 
  
  We are sorry for any inconvenience and disappointment that may have been a result of Bobbys shopping and delivery experience. 
  
  Our goal is to address any concerns or complaints that are brought to our attention. 
  
  After a thorough review of this complaint, we have issued a credit in the amount of $557.70 to his Affirm account.  The time it takes for the credit to post will vary based on the financial institution. 
  
  Thank you for allowing us the opportunity to address our customers concerns. 
  
  Sincerely, 
  Executive ************** Neiman Marcus 

• Initial Complaint

  Date:07/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Category: Product Delivery Issue / Missing Contents Amount Disputed: $201.40 ?Complaint Summary:I ordered a $201 ***** Bloom Parfum 100ml from Neiman Marcus. The package was marked as delivered by ****** but when I opened the box, the perfume was missing. Neiman Marcus has denied my claim multiple times, citing proof of delivery, despite the fact that the box arrived completely empty.?Complaint Details:On June 8, 2025, I ordered a ***** Bloom Parfum 100ml (Order Total: $201.40) from Neiman Marcus. The package was delivered via ***** to my home in **********, **. However, when I opened the box, it was completely emptythere was no perfume inside. From the moment I picked up the box, I kinda had a feeling it was going to be empty as it had almost negligible weight which I dont expect a 100 ml parfum bottle to have. So I did record a video of me opening the box and I offered to send it to the vendor which they refused to accept I contacted Neiman Marcus customer service several times to explain this. Despite that, theyve denied my claim, citing that they have proof of delivery. However, delivery confirmation from ***** only confirms that a box was deliveredit does not prove that the perfume was inside the box.This situation has caused me significant frustration. Ive followed up repeatedly with no resolution, refund, or replacement offered. I feel Ive been treated unfairly for an item I paid for but never received.Resolution Requested:A full refund of $201.40, or A replacement bottle of ***** Bloom Parfum 100ml,At minimum, a Neiman Marcus store credit in the full amount.

  Business Response

  Date: 07/18/2025

  Dear Better Business Bureau,  
   
  Thank you for taking the time to communicate to us on behalf of our customer, ********* ****.  
   
  Please allow us the opportunity to apologize for any frustration that may have been caused during the customers shopping experience with us.  
   
  Our goal is to address our customers feedback, evaluate and research their concern, and provide the best solution available.
  
  ********* ****** order was fully refunded today 7/18/25.
  
  Thank you for bringing this to our attention and allowing us to address our customer's concern.
    
  Sincerely,
  Executive Support Specialist - Executive Offices  
  Neiman Marcus 

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 pairs of shorts for ~$70/pair. I paid $139.88 and they only sent me 1 pair. They claim that ***** is aware of the shipping (and packing apparently) of this and denied that there was a pair missing. They won't refund my money.

  Business Response

  Date: 07/15/2025

  RE:  Case #******** 
  Customer: ********* ********, 
  
  Dear Better Business Bureau, 
  
  Thank you for taking the time to communicate with us on behalf of our customer, ********* ********. 
  
  We issued credit to the customer on July 14, 2025, due to the order arriving incomplete. 
  
  We consider this a closed matter. 
  
  
  
  Sincerely,  
  Executive Support Specialist Executive Offices 
  Neiman Marcus Direct 

  Customer Answer

  Date: 07/15/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase on 5/13/25 Pair of ********************* opened until 5/23 Contacted on 7/7 to report blemishes on the shares and request a exchange or repair. Company refused to accommodate customer in any ways regarding a exchange r repair Contact the company ****** and they declined sunglasses was purchases from department store

  Business Response

  Date: 07/18/2025

  Re: Case #********
  Customer: ***** *******
  
  Dear **********************, 
  
  Please allow us the opportunity to apologize for any disappointment in the customers shopping experience with us.     
  
  It is our goal to provide our customers with a seamless shopping experience, so hearing that one of our customers did not receive the type of service we strive to offer is very disappointing. 
  
  The customer has been contacted ************************ to resolve concern.
  
  Thank you for bringing this to our attention.
  
  Sincerely,  
  Executive Support Specialist- Executive Offices
  Neiman Marcus Direct

  Customer Answer

  Date: 07/19/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received two packages for my online order (WN00008138379) on June 17th. The total amount is $5561.60. One package contained earrings, while the other should have included three clothing items and a women's handbag. Regrettably, the handbag was missing from the second package. Within hours of delivery on June 17th, I contacted your customer service via phone and text with photo/video evidence showing: - The received compact box (measuring 12" L X 6.75" W X 5.5" D) contained only three clothing items.- Its size physically cannot accommodate a handbag. I was informed an investigation would be conducted with email resolution within 3-5 business days. Precisely on the fourth day (June 21st) at 6:57 PM, I haven't received any update, So, I called and spoke with both a representative and supervisor. They denied my claim citing "10-pound shipping weight" as justification. I immediately counter-verified by weighing the actual box: -Actual weight: 571 grams (***** pounds)** -Discrepancy: ***** lbs. vs. your record** Though I offered to provide weighing videos/photos as proof, the supervisor refused to review this evidence or never contacted me about package conditions or more. They did not investigate when physical evidence contradicts their records. My package's actual weight is disregarded despite documented proof. On June 30th, I purchased an identical handbag from *************. When I received the package, the handbag weighed 234 grams (0.51lb), the weight cannot be primary justification. The most irrefutable proof is that handbag cannot physically accommodate the original package dimensions.

  Business Response

  Date: 07/17/2025

  TeBBB Case:  #******** 
  Customer:  PINCHANG HUANG 
  
  Dear Better Business Bureau, 
  
  Thank you for contacting us on behalf of our customer, Pinchang *****. 
  
  We would like to take this opportunity to offer our sincerest apologies for any frustration that may have been caused regarding the level of service received due to the womens handbag on the customers order. 
  
  Our goal is to address our customers feedback, evaluate and research their concerns, and provide the best solution available. 
  
  We have contacted the customer ************************ to offer our apologies for the level of service received as well as the missing merchandise upon delivery 
  
  Credit has been issued to the original form of payment on July 17, 2025. The posting of credit to the customers account is contingent upon the policies of the customers bank for such transactions. 
  
  Thank you for allowing us this opportunity to address the customers concern.

  Sincerely, 
  Executive Support Specialist - Executive Offices 
  Neiman Marcus Direct 

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 27, 2025, I placed an order with Neiman Marcus during the ****** gift card promotion. I spent over $2,000, which should have qualified me for a $500 gift card. However, my order was unexpectedly canceled on June 30.When I contacted customer service, I was told the cancellation was due to my credit card. I then spoke with my credit card company, who confirmed that there were no issues or cancellations on their end. I attempted to follow up with Neiman Marcus again to resolve the issue and ask if the promotion could still be honored, but they hung up unexpectedly twice during the ******* this point, I feel I have not received a fair explanation or assistance, and Im disappointed by the lack of support. I would appreciate it if Neiman Marcus could either reinstate the promotion or offer an alternative resolution.

  Business Response

  Date: 07/03/2025

  BBB Complaint 
  Re:  Case # ******** 
  Customer:  ****** Park 
   
  Dear Better Business Bureau, 
  
  Thank you for taking the time to communicate to us on behalf of our customer ****** ****. 
  
  We are sorry for any disappointment that may have been a result of Mr. ***** order being cancelled with no notification. 
  
  With a first-time online purchase, extra measures are taken in an attempt to protect from any unauthorized charges. 
  
  For the security of our customers information, our order management system performs an automatic review of all orders. 
  
  We do require a valid shipping address, in addition to billing verification for all credit cards with their issuing bank.  The billing information must match exactly the information on file with the customers bank. 
  
  In this instance, our security team was unable to verify the information provided on the order and performed a manual review. 
  
  We are not given specific information regarding the review process. 
  
  Our suggestion is to have Mr. **** contact his financial institution to confirm his billing information with the information he provided us. 
  This information could include email addresses, phone numbers, and other information. 
  
  Once Mr. **** places an order that can be verified by our security review, we will be happy to apply the promotional gift card to the order should it still qualify. 
  
  Thank you for allowing us the opportunity to address our customers concerns. 
  
  Sincerely, 
  Executive ************** Neiman Marcus 

  Customer Answer

  Date: 07/03/2025

  I am rejecting this response because:   My transaction went through on my financial institution, it was pending in my credit card and all the information was correct.

  Business Response

  Date: 07/06/2025

  BBB Complaint 
  Re:  Case # ******** 
  Customer:  ****** Park 
   
  Dear Better Business Bureau, 
  
  Thank you for again taking the time to communicate with us on behalf of our customer ****** ****. 
  
  Our position remains unchanged from the previous rebuttal. 
  
  This is our final response, and we consider this a closed matter. 
  
  Sincerely, 
  Executive ************** Neiman Marcus 

  Customer Answer

  Date: 07/06/2025

  I am rejecting this response because:   I still didn't get a clear answer on why my purchase was cancelled. All of the information I used in the purchase was accurate. 

  Customer Answer

  Date: 07/06/2025

  I realized I missed the last sentence on their previous response. I want to accept their response. I rejected their response but want to change my response.

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a purse from them and tried to return it but it got lost in the mail and only now got to them pasy the 30 day return **** and they are refusing to accept the return!

  Business Response

  Date: 07/07/2025

  RE:  Case #******** 
  Customer: ******* Wobensmith 
  
  Dear Better Business Bureau, 
  
  Thank you for taking the time to communicate with us on behalf of our customer, ******* **********. 
  
  We have made several attempts to contact the customer by phone and email to advise them of our decision of allowing the item to be accepted. 
  
  Additionally, we requested a return label be sent to the customer on July 1, 2025, and to date, there has been no indication that the customer has returned the item to us. 
  
  We kindly request that the customer print the label and return the item to us on or before July 12th as the label is set to expire, and we will not be able to request a reissue or extend the return timeframe. 
  
  We consider this a closed matter. 
  
  Sincerely,  
  Executive Support Specialist Executive Offices 
  Neiman Marcus Direct