Business Profile

Department Stores

Neiman Marcus Company

Headquarters

Complaints

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

Customer Complaints Summary

926 total complaints in the last 3 years.
292 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/25/2025
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.
Dear BBB,Thank you so much for your assistance with a dispute over a returned purse that I have spent over 10 hours of my time and over 20 calls to Neiman Marcus to try to resolve.. I have been a customer for for years and until now loved shopping at **. My experience has been nothing short of a disaster. I would expect this from ****************, but not Neiman Marcus. I ordered a purse. The tracking number is below I decided to return it. Neiman Marcus sent me a shipping label via *****. I went to ***** and mailed the package back on June 20. I have a copy of the receipt from *****. I have argued with NM for over a week about my refund not being issued. At first. NM argued that ***** never received the package. I disputed and was able to find my receipt of drop off. . Then NM acknowledged ***** had, scanned my package but lost it. I submitted a claim for a refund with NM. They wrote back and said they were denying the claim because my package was under weight by 3 pounds. I went into the ***** store on *. ***** St. in *******, where I mailed the package, the manager told me that the weight put into the shipping label came from ** when NM generated the label, not from ***** weighing it.Thus this denial of my claim with NM for a full refund is a total lie and is unethical. I did everything I was supposed to do, I returned the package in a timely matter and saved the receipt, and put it in the same box it came in. NM is conning me out of my refund I am legally due. After 20 calls trying to resolve, I was told by escalations at NM that I I needed to file a claim with ***** but ***** says no, that is inaccurate. Per *****, Neiman Marcus owns the shipping label thus they need to file the claim. I have spent over 10 hours on this and I am beyond frustrated. Please do whatever you can to help me receive my refund. Thank you for your help BBB. I will never ever shop at ** again they have lost a loyal customer. Order no below ***** *******
Customer Answer
Date: 07/28/2025
Quick follow up after one more attempt calling Neiman Marcus late Friday the agent I spoke to was sympathetic and said she wish she could give me the refund but it has to be cleared by executive level at Neiman Marcus. She told me she could see I have called over 16 times and it was unbelievable. Ive had to go through this. She said it has been noted that Neiman Marcus put the weight in not ***** so that is yet another disproven lie from Neiman Marcus.
She told me I should hear back from somebody on Monday, which I have heard from no one. I have been a card holder with Neiman Marcus for over a dozen years and Ive been a loyal customer. This experience is so subpar. It is unbelievable to me Neiman Marcus would treat a customer like this. I have had the tactic employed on me multiple times where I am placed on hold for a half hour or 45 minutes and then suddenly Im disconnected. This is a targeted tactic for treating customers they want to get rid, ******, ******************** has fallen quite far since theyve been purchased from Saks.
If Neiman Marcus does not give me my full refund, I will be hiring an attorney and going after damages.

Business Response
Date: 07/30/2025
BBB Complaint
Re: Case # ********
Customer: ***** Stewart

Dear Better Business Bureau,

Thank you for taking the time to communicate with us on behalf of our customer ***** *******.

We are sorry for any disappointment that may have been a result of Ms. ******** recent return experience.

Our goal is to address our customers feedback, to evaluate and research their concerns, and to provide the best solution available or an explanation of what happened.

After thorough research into Ms. ******** concern, a credit in the amount of $1,392.60 has been issued to Ms. ******** Neimans account. The time it takes for the credit to post will vary based on her financial institution.

Thank you for allowing us the opportunity to address Ms. ******** concern.

Sincerely,
Executive ************** Neiman Marcus
Customer Answer
Date: 07/30/2025
I have reviewed the business response and accept this resolution. Thank you so much BBB for resolving this.
Initial Complaint
Date:07/24/2025
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.
Store provided a Smartpost return label to be returned to a ***** *********** location. Made 2 attempts to drop off package was refused both time label not recognized. ***** would not accept. Dropped to *** on 7/11/2025 (1z574e2w9001654344). Delivered 7/15. They stat it was delivered to wrong address . I spent hours on the phone no one helped and keep getting the run *************************
Business Response
Date: 07/29/2025
RE: Case 23649699
******* *****
Dear Better Business Bureau,
Thank you for contacting us on behalf of our customer, ******* *****.
******* ***** has contacted our care center to share her concerns regarding her most recent shopping experience; specifically Order # ********.
We sincerely apologize that the customer had issues while attempting to return the merchandise back to ** and due to the label not reading correctly, the return has been misdirected and has delivered to ********, ***
For future orders, we encourage the customer to contact us and we would be happy to email the customer a return label to avoid incidents such as these.
As a 1-time exception we have granted the Parcel Lost claim in the customers favor and credit was issued to the customers form of payment on 7/29/25. Please contact your card issuer to determine when the refund will be posted to your account.
We consider this a closed matter.
Sincerely,
Neiman Marcus Executive Offices
Neiman Marcus Direct

Customer Answer
Date: 07/29/2025
I have reviewed the business response and accept this resolution.
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:07/17/2025
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 ordered this dress and returned promptly because it was too big.**************** acknowledges they received the dress June 26th, 2025.They have a 14-business day return policy.We are now over the 14 business days.The Supervisors from **************** has emailed *********** twice and asked for an explanation and "***********" does not respond to ****************.I want a reimbursement so i can buy another dress - but not from them, based on this experience.Please help me. It is a lot of money.
Customer Answer
Date: 07/22/2025
A Order Number WB00002035504
Ordered 06-12-25
They received the return on June 26th.

Business Response
Date: 07/28/2025
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 contacted the customer ************************ to advise that a credit for return has been issued on 7/28/25 to the original form of payment on the order.
Since the customer used Affirm, they will need to contact AFFIRM directly for details on how they will receive refunds back and how their loan will be modified. The customer may contact Affirm at ****************************.

Thank you for allowing us to address the customers concern.

Sincerely,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 07/28/2025
Yes Neiman's (the business) contacted me and apologized and stated they had issued the return today.

The caller was very professional.

Thank you for your assistance.
Customer Answer
Date: 07/28/2025
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.

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