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

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

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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:03/24/2025
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 package online and it said it was delivered. I never could find the package and when I submitted a claim, they denied my claim saying there was proof of delivery. There was a never a picture sent to me confirm the delivery or proof sent to me to confirm the delivery.
Business Response
Date: 03/25/2025
RE: Case # ********
Customer: **** Sparkman

Dear Better Business Bureau,

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

The customer has contacted our care center to provide feedback regarding their concerns. We have researched, addressed, and shared our findings directly with the customer.

We have researched the parcel lost claim request with Need It Now and our Logistics department.
We show that the delivery was made on 03/13/25 at 01:06PM, to the address on the order. In addition, we obtained the proof of delivery picture that was supplied by Need It Now which clearly shows the street number and building information which is verified by ****** Maps. (See Attachment)

Due to the foregoing, we are unable to approve the claim.

We consider this to be a closed matter.

Regards,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 03/25/2025
I am rejecting this response because: In the attached photo there is literally no parcel to be seen. So exactly where was it delivered?
Business Response
Date: 03/25/2025
RE: Case # ********

Customer: **** Sparkman

Dear Better Business Bureau,

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

The customer has contacted our care center to provide feedback regarding their concerns. We have researched, addressed, and shared our findings directly with the customer.

We have researched the parcel lost claim request with Need It Now and our Logistics department.

We show that the delivery was made on 03/13/25 at 01:06PM, to the address on the order. In addition, we obtained the proof of delivery picture that was supplied by Need It Now which clearly shows the street number and building information which is verified by ****** Maps. (See Attachments)

Due to the foregoing, we are unable to approve the claim.

We consider this to be a closed matter.
Please close this case.

Regards,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 03/25/2025
I am rejecting this response because: There is literally no package in the photo that is used as proof of delivery. Youve attached a file that says it was delivered, but the photo is contradictory to that claim as there is no package on the photo and it is not placed where your customer service said it was, which was "against the black railing". I don't see any package against the railing. I understand that you are going to continue to say this is a closed matter because you do not want to take responsibility and refund me my money for something that was clearly not delivered. I will continue to reject the response because there is no package in the photo, which there should be if it was delivered as you are claiming.
Customer Answer
Date: 03/25/2025
They are saying this is a closed matter while attaching a photo for "proof". There is no package in the photo regardless of what the delivery form says and are refusing to take responsibility.
Customer Answer
Date: 03/26/2025
They have not addressed my concern because the glaring issue is there is no package in the photo so how does that show proof delivery and it says it was delivered at the front door but there's no package at the front door.
Initial Complaint
Date:03/24/2025
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 filing a formal complaint against Neiman Marcus regarding a misleading promotional offer that was not honored.On January 2025, I made a purchase exceeding $500 under a promotion that promised a $125 gift card. Before completing my transaction, I confirmed that the promotion was applied. When I followed up on January 21, 2025, Neiman Marcus customer service assured me that I would receive the gift card within seven weeks. However, when I contacted them again on March 22, 2025, I was told that I was ineligible because I had supposedly received another promotion that was never disclosed to me at the time of purchase.This is misleading and unfair business practice. I made my purchase based on the advertised promotion, and Neiman Marcus later changed the terms without proper notification. I am requesting that Neiman Marcus honor the original promotion and provide the $125 gift card as promised.I appreciate your assistance in resolving this matter. Please let me know if any additional information is required.Sincerely
Business Response
Date: 03/27/2025
Better Business Bureau,

Thank you for taking the time to communicate to us the concern raised by our customer, ********* *****.

Our goal is to address our customer's feedback, to evaluate and research their concern, and to provide the
best solution available or an explanation of what occurred.

The gift card from the Gift Card Event will be sent to the customer's email address that was provided on the
order in 3-7 business days.

We take each of our customer's concerns seriously and regret not meeting Ms. ******* expectations on this
occasion. We are terribly sorry for any inconvenience that may have resulted.

Thank you for bringing this to our attention and allowing us to address the customer's concern.

Sincerely,
Executive **************** Neiman Marcus Direct

Customer Answer
Date: 03/27/2025
I have reviewed the business response and accept this resolution. I will keep an eye on the email from them if I dont receive my gift card within 3-7 I will file another complaint.
T**** You!
Initial Complaint
Date:03/23/2025
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.
The transaction was made on 3/20/25 The amount paid was $197.64 I reached out to customer service but they didnt resolve the issue. I wouldnt recommend ordering from this company if my life depended on it. I tried to order a **** ***** bag from this company but for some reason when I put my address in the website kept changing the address. I was finally able to get my correct address put it in but as soon as I placed the order the website changed it back to wrong address. It was 3 in the morning so I knew it was nothing I could do because customer service was closed. So I panicked and decided to leave a message through the customer service chat line, hoping when I woke up Id receive a response but of course that never happened. I messaged them again and I called them around 10:00am to see if they could change it to my correct address but they kept giving me the same lazy excuse that my order was already preparing to ship. My next solution was see who the carrier would be, which was ****** At first I wasnt able to find where I could get ***** to hold the package for me, so I reached back out to Neiman Marcus to get a better solution. The agent said that they would have to do return to sender but I told her no because I didnt want to have to go through that process. She then put me on hold to see what her supervisor could do for me. Instead of these two unprofessional people giving me options, they took it upon themselves to return to sender anyway after I told them thats not what I wanted to do. After this horrible experience I finally figured out how to get ***** to hold my package at a different location. My package was suppose to be delivered yesterday but I cant get the package now because these two unprofessional people decided to return it back to the sender. I will never spend another ***** with this company. This situation couldve been handled differently!
Business Response
Date: 04/07/2025
RE: BBB Case #********
Customer:  ******* ******

Dear Better Business Bureau,

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 the return has been issued on 3/27/25 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 ****************************.

The customer has also been informed that, for their protection we are unable to make address changes to orders once they have been placed.

Thank you for allowing us to address the customers concern.

Sincerely,
Executive Support Specialist- Executive Offices
Neiman Marcus Direct
Initial Complaint
Date:03/22/2025
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.
On Christmas 2024, I placed an online order with Neiman Marcus. Most of my order came, but a Dior lipstick I ordered did not. Neiman Marcus decided to cancel the order on their own. The total cost for the lipstick was $55.27. Then they charged me $46.90 for THEIR cancellation. They sent me a check for $8.37. I called them and they pretended like they didn't understand my complaint. They told me they put the $46.90 on a card I used to buy the lipstick. They didn't. Then they said they were mailing me a second check. They didn't do that either. They shouldn't be able to just cancel my order and not return my money. That's basically stealing.
Business Response
Date: 03/24/2025
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.

The refund amount of $8.37 is correct for the cancelled Dior Lipstick. The $8.37 is the amount covered by the gift card applied to the item. The remaining amount of $46.90 would have been covered by the Mastercard. The item was cancelled, and Ms. ******* is only owed the amount covered by the gift card applied. Due to the cancellation, the MasterCard was not charged for the item.

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:03/20/2025
Type:Product 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.
Order #******** Double Charge on Returned Item I purchased a pair of *** *** sunglasses on February 9 and returned them within the return window. The return (Tracking #: ********************) was received on February 26 at 1:56 PM, and I was refunded on February 28. However, I was unexpectedly charged again on March 6nearly a month after the original purchase.Ive contacted customer service multiple times, and each time they confirmed the return was received by Neiman Marcus and advised me to wait five business days for the refund, which never appears. I filed a ****** complaint, but it was denied because the seller claimed there was no double chargeeven though I have proof from both ****** and customer service.Most recently, customer service told me the refund is delayed because of the ****** claim, and someone would call me within 24 hoursyet no one did. I'm still trying to resolve this and get the refund I'm owed.
Business Response
Date: 04/07/2025
RE:: Case #********
Customer: ***** Amirfatemi

Dear Better Business Bureau,

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

Please allow us the opportunity to apologize for any frustration that may have been caused regarding the return of the customers order.

We have researched the customers' concerns with the Return Good Teams at all our return centers to locate the merchandise the customer returned to us.

To resolve this matter with the customer, we have issued a full refund to the customers method of payment used on the order.

We consider this to be a closed matter.

Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Initial Complaint
Date:03/19/2025
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.
I originally purchased a suit on Neiman Marcuss website on 10/16/24 (ORDER WN00005973253) that qualified for a $375 gift card promotion. I went to the store for a fitting an had to exchange for a different size. The sales associate helping me on 10/27 said he would ring it up as a new sale, but assured me that the gift card promotion would be honored. After waiting 90 days for the gift card to arrive, I reached out to the companys customer service as I had not received one. I was told by the company that the online store and the physical store do not communicate, so it appears to be a return only and not an exchange. I provided a receipt from the exchange, but they were not willing to honor the gift card. I was deceived by the sales associate so he could earn a commission on a new sale instead of an online exchange. This was at the expense of my gift card which was the original reason for the purchase. Having to wait 90 days means that I was no longer able to return the item either.
Business Response
Date: 03/25/2025
Better Business Bureau,

Thank you for taking the time to communicate to us the concern raised by our customer,
*** *****.

Our goal is to address our customer's feedback, to evaluate and research their concern,
and to provide the best solution available or an explanation of what occurred.

The gift card from the Gift Card Event will be sent to the customer's email address that was
provided on the order in 3-5 business days.

We take each of our customer's concerns seriously and regret not meeting *** *****
expectations on this occasion. We are terribly sorry for any inconvenience that may have
resulted.

Thank you for bringing this to our attention and allowing us to address the customer's
concern.

Sincerely,
Executive **************** Neiman Marcus Direct
Customer Answer
Date: 03/30/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/19/2025
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 had a problem where I couldnt find my package initially and after contacting Neiman Marcus to help me locate it (which they were of no help whatsoever) I was finally able to find it around a week later after my neighbor finally came forward with it. I ended up returning it as I no longer needed it, and its been over a month since I returned it and over 3 weeks since theyve received the return. Ive been calling constantly for the last 2 weeks and every time Ive been told to wait ***** hours for them to process the refund and after calling today according to them the warehouse doesnt have the package when the tracking clearly shows that they do have it. I used the label that was provided to me and again, the tracking clearly shows that it was delivered to them yet they claim they some how dont have it? I dont see how its my problem if their warehouse workers are incompetent and some how lost my package, but now Im paying the price as Im out ********, and the package. Im never going to spend a single dime at this horrible company ever again as this experience has been absolutely horrific and one of the worst experiences Ive ever had with a company. I really still dont get how a package gets lost in their own warehouse and they refuse to refund me.
Business Response
Date: 04/02/2025
RE: BBB Case 23086081
Customer: *************************** **********************,

Please allow us this 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.

A credit has been issued to the original form of payment on the order for the return.
The posting of the credit depends on the policies of the customers bank for such transactions.
Thank you for bringing this to our attention. Again, we truly regret any disappointment that may have been caused.

Sincerely,
Executive Support Specialist -Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 04/04/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/19/2025
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 ***** slides worth almost $600 using my Nm profile,next day wen i got email stating its ready to b shipped i noticed the profile had my old address(i recently moved)i immediately contacted customer service n told them that looks like the item is still in warehouse n if they cud stop the delivery to the address but they said they cannot do anything at this point n only ***** can stop it, to which i said its not been even delivered yet just stop the delivery. i even called ***** n spoke to the representative(*** is never easy as u always get a ************ said Nm has to call them to stop it and me who spent $600 cannot change address or stop the delivery until ANYONE from NM wud give them a call, i contacted NM again to which again they refused they cannot help and eventually the parcel was delivered to that address. They then told me they requested to pick up the package n was told once they will receive it they will refund me my money which will take 7-10 business days i checked on ********* said the request been sent ..few weeks later hopin the package wud b received i contacted n they said they weren't sure what was going on..to cut long story short after a month they tell me the recipient had refused n that the package was never retrieved, i got furious that why wasnt i was told earlier,wen i had contacted several times and they never gave me a clear answer before n this time even after talkin to the mean supervisor she said theres nothing she can do n that they did me a courtesyto request the package n if recepient refused they cannot do much to which i understand but why was i told after a month all this ?My point is i contacted them as soon as possible to stop the delivery why cudnt they stop it ? Why didnt anyone call ***** ? Why was i not told earlier that recipients had declined since all this time i was thinking its been retrieved n is on the way bak to their Hq.i dont even have the item yet i have been charged? ******** customer service
Business Response
Date: 03/21/2025
Re: Kanza Saeed
BBB Case ID ********
Dear Better Business Bureau,

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

***** ***** has contacted our care center to provide feedback regarding her concerns. We have researched, addressed, and shared our findings directly with the customer.

The customer placed the order online on February 3, 2025, and we shipped it to the address on the order. We are unable to change shipping addresses on any order that is placed online.

Ms. ***** then contacted us and advised us that the package was received by an associate of hers. However, when we dispatched Fed Ex to retrieve the package, the associate refused to release the item.

We are unable to issue credit for merchandise that we do not have and due to the foregoing, the claim will remain denied.

We consider this a closed matter.

We hope to be able to serve the client in the future.

Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 03/21/2025
I am rejecting this response because: Firstly i never told them it was received by the associate of mine ..there shud b a way to stop the package even wen i told them the very next day that it is the wrong address so either u stop the ***** ppl frm delivery since it was still on the way or send it to my current ************** refused either n let it deliver it where i wasnt ************ r the ones who offered me that let it get delivered N we will schedule a pickup it was their idea n not mine n now i dont know if they even explained the people living their what package etc anyways they told me after a month that they had refused itt bcuz after their attempts on feb 7 i contactedd them 2-3 times n they never told me that the receipient had refused until few days back , all this time my understanding was that it was being picked up n once pick up they will refund in 8-10 days n that's y i was patiently waiting ..their customer service is the most awful i have ever seen they r nt even local ,sitting in third world country who jus read frm script n dont know how the stuff goes arnd here n every time u msg theres always a new person with new n different information .They need to upgrade their customer service, they treat their customers like *********** themselves offer solutions which r nt really solutions to ur ************* bakfiredd they blame u for them
Business Response
Date: 04/01/2025
Re: Kanza Saeed
BBB Case ID ********

Dear Better Business Bureau,

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

***** ***** has contacted our care center to provide feedback regarding her concerns. We have researched, addressed, and shared our findings directly with the customer.

The customer placed the order online on February 3, 2025, and we shipped it to the address on the order. We are unable to change shipping addresses on any order that is placed online.

Ms. ***** then contacted us and advised us that the package was received by an associate of hers. However, when we dispatched Fed Ex to retrieve the package, the associate refused to release the item.

We are unable to issue credit for merchandise that we do not have and due to the foregoing, the claim will remain denied.

Our position has not changed since the previous rebuttal.
Please close this case.

Sincerely,
Executive Support Specialist Executive Office
Customer Answer
Date: 04/01/2025
I am rejecting this response because: They keep saying i told them its reveived by an associate of me what associate r they freaking stupid i dont live there anymore how am i suppose to know who live in ky former address do they have any chat any proof where i said its received by my associate and absolutely rubbish system they have if they cant chage address or atleast stop the delivery .They need to accept their ************** their stupid system , mistake or typing error happens all the time that doesnt mean theres nothing can be done at their end specially when the package is on the way i contacted the v next day i ordered so they could stop it or help me any way , not few month or weeks .I an sure they could do better its such a big company but s***** CS
Business Response
Date: 04/07/2025
Re: Kanza Saeed
BBB Case ID ********

Dear Better Business Bureau,

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

***** ***** has contacted our care center to provide feedback regarding her concerns. We have researched, addressed, and shared our findings directly with the customer.

The customer placed the order online on February 3, 2025, and we shipped it to the address on the order. We are unable to change shipping addresses on any order that is placed online.

Ms. ***** then contacted us and advised us that the package was received by an associate of hers. However, when we dispatched Fed Ex to retrieve the package, the associate refused to release the item.

We are unable to issue credit for merchandise that we do not have and due to the foregoing, the claim will remain denied.

Our position has not changed since the previous rebuttal.
This will be our final response.

Sincerely,
Executive Support Specialist Executive Office
Initial Complaint
Date:03/19/2025
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.
Order was on the evening of Feb 24 2025. That same evening customer service for ********************** was contacted as I received an entirely different item than I ordered. Agent stated she would have *** Ex pick up the item at my home the following day. Fex Ex never showed up. I called Neiman Marcus customer service again and was sent yet another return label. I myself took the package to a *** Ex drop off. The item was returned on Feb 27, 2025. The item was received by Neiman Marcus on March 3rd, 2025 / tracking #********************. I have contacted Neiman Marcus repeatedly for my refund to no avail. The last contacted on March 10 when a supervisor stated she would escalate the matter to the receiving center to expedite my refund which would take 2-3 days. I again called on March 14 and was again asked to be patient. It is now 13 business days since my return was received but my refund not processed. Attached are pictures of the order with the shoe, the delivery and the shoe that I received.
Business Response
Date: 03/24/2025
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/return experience with us.

Our goal is to address our customers feedback, evaluate and research their concern, and provide the best solution available.

Ms. ******* order ending in 3446 was fully refunded on 3/21/25. The time it takes for the refund to reflect on the account, depends on the policies of the third party used for the order.

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:03/16/2025
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 placed two orders on 2/26/2025 and I have not received them. When I call the shipping service Neiman Marcus used which is ***** they inform me the package is lost because there has been no movement on the items since 3/5/3025. I contacted Neiman Marcus and they refuse to refund me for these purchases.
Business Response
Date: 03/17/2025
BBB Complaint
Re: Case # ********
Customer: *** Rivera

Dear Better Business Bureau,

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

Our goal is to address any concerns or complaints brought to our attention.

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

After a thorough review, our research shows that Ms. ******* order is currently scheduled for delivery on Wednesday, March 19, 2025 (Tracking # ************).

Thank you for allowing us the opportunity to address our customers concern.

Sincerely,
Executive ************** Neiman Marcus Direct
Customer Answer
Date: 03/17/2025
I am rejecting this response because: ***** informed me the item is lost. There has been no tracking on this item since 3/5/3025 and seven days or more have passed without any tracking. Therefore, ***** considers the item lost.
Business Response
Date: 03/19/2025
BBB Complaint

Re: Case # ********

Customer: *** Rivera

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

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 occurred.

After further review of Ms. ******* concern credits totaling $954.44 (two orders each totaling $477.22). The time it takes for the credit to post will vary based on ********************* institution.

Thank you for allowing us the opportunity to address our customers concern.

Sincerely,
Executive ************** Neiman Marcus Direct
Customer Answer
Date: 03/19/2025
I have reviewed the business response and accept this resolution.
Business Response
Date: 04/23/2025
BBB Complaint

Re: Case # ********

Customer: *** Rivera

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

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 occurred.

A credit in the amount of $477.22 was issued to ********************** account on file on ******** for order WN00007446526.

In addition, a credit also in the amount of $477.22 was issued to the same account on ******** for order WN00007446556.

Further inquiries should be directed to ********************* institution if the credits have not been posted.

Thank you for allowing us the opportunity to address our customers concern.

Sincerely,
Executive ************** Neiman Marcus
Customer Answer
Date: 04/24/2025
I have reviewed the business response and accept this resolution.

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