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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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:12/04/2024
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 purchase a MCM luxury handbag that was suppose to be delivered to my new home 11/20 but I did not receive the item I immediately reached out to Neiman Marcus who advised me to reach out to *** Ex because the item showed delivered I advised them that I did not have item and that picture does not match my home outside. Neiman Marcus advised me that they will open a claim to investigate I never heard anything from them 2 weeks later past I just called and they said I was approved to receive a refund BUT the catch is when Im getting notifications of the refund it is saying purchase not refund and its like they keep trying to charge my card and not refund me so now I am still wanted to see how I can get my refund they said Im approved for and why it is not being refunded and I also contacted my bank who says they say Neiman Marcus but its saying pos debit as a purchase for that amount and not a refund and Im getting no where at this point Im aggravated and want answers
Business Response
Date: 12/13/2024
Dear 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 customers' feedback, to evaluate and research their concerns,
and to provide the best solution available or an explanation of what occurred.

Please accept our sincerest apologies for any disappointment that may have resulted with
the customer's experience with the order and the level of service from our representatives.

The parcel loss claim was filed on the order and we attempted to issue a refund in the amount
of $ ******, however the amount was declined. This is due to the customer filed a chargeback
on her credit card account. The refund for the customer will show on the customer's account
due to the chargeback we received from the customer's bank disputing the transaction.

Thank you for bringing this to our attention. We hope to have an opportunity to serve the customer
better in the future.

Sincerely,
Executive **************** Neiman Marcus Direct
Initial Complaint
Date:12/03/2024
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.
My order WB00001717908, which initially was suppose to come with a 4-piece La Mer gift. I received a notification that it is unable to fulfill, however I still see it on the website being automatically added to cart as of right now. It is that it is still available and my order qualifies, but it is not able to fulfill specifically for my order.
Business Response
Date: 12/10/2024
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.

The customer has been contacted ************************ to resolve concern.

Thank you for bringing this to our attention.

Regards,
Executive Support Specialist - Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 12/13/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:12/02/2024
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.
I made a purchase last year which provided me with a gift card for a future regular price purchase. I wanted to treat myself again this holiday season, but the gift card balance shows $0 and they apparently voided the card in April. When I made my purchase, nowhere did it say the gift card had an expiration date. I would like the $125 gift card I earned. Thank you.
Business Response
Date: 12/04/2024
RE: BBB COMPLAINT ID: ********
Customer: **** WEST

Dear **********************,

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

Please allow us this opportunity to apologize for any frustration that may have been caused regarding the promotional gift card event.

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

The expiration date of a promotional gift card event should be indicated in the details of the event on our website as well as on the award email sent to the customer when the gift card is issued. The expiration date of a promotional gift card is within 90 days of the issue date indicated on the award email.

In this instance, a Neiman Marcus $125 gift card has been sent to the customers email address on the qualifying order.

Thank you for allowing us to address the customers concern.

Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus Direct .
Initial Complaint
Date:12/02/2024
Type:Sales and Advertising 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 am writing to express my disappointment regarding my recent purchase of La Mer face cream (Order Number: WB00001715234 ) from your store. I specifically chose to purchase this product from your store due to the advertised gift with purchase promotion. However, the free gift was not included with my order.Upon contacting your customer service, I was informed that the gift was out of stock. This is highly frustrating as the promotion influenced my purchasing decision. Furthermore, I have since learned from other customers that this seems to be a recurring issue. This raises concerns about whether the promotion was implemented in good faith or merely as a misleading marketing tactic.If a gift is genuinely unavailable, I believe customers should be notified before completing their purchase, or offered a substitute item of equal value as a gesture of goodwill. Unfortunately, this was not the case, and I feel misled.I kindly request that you resolve this issue by:1.Providing the advertised gift (or a suitable substitute), or 2.Offering compensation for the missing item.I trust you will take this feedback seriously and ensure better communication with customers in the future. Please let me know how you intend to resolve this matter.I look forward to your prompt response.
Business Response
Date: 12/08/2024
BBB Complaint
Re: Case # ********
Customer: *** ***

Dear **********************,

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

We are sorry for any disappointment that may have been a result of Yue Tans recent shopping experience.

We were unable to fulfill the gift with purchase as these gifts are while supplies last and unfortunately, demand exceeded our expectations.

While these gifts have a monetary value, there was no value attached to the order for these items and therefore no compensation to be given.

If the gift with purchase were the deciding factor on *** *** placing the order, we will be happy to accept the return of the paid items should he not wish to keep them.

Thank you for allowing us to address our customers concerns.

Sincerely,
************************ Neiman Marcus Direct
Initial Complaint
Date:11/29/2024
Type:Customer Service 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 placed an online order on 11/10/24 that contained a total of 7 items. I started receiving separate shipments and I noticed the packages were all placed on the ground in front of my door. I complained to Neiman Marcus customer service numerous of times about how these items were delivered separately although I ordered them all at once AND that the items were placed on the ground but no one attempted to rang my doorbell as multiple occupants were home. They casually disregarded my concerns as each package is shipped from different warehouses and apologized for the items being placed on the ground carelessly but never notated my account to provide ************************* to the courier. Because of the harsh winds and inclement weather in **, some of my packages were blown away and ended up in my neighbors yard. These high priced items should have been given directly to the recipient and I also have chairs outside my door which they could have securely placed those packages there. I have NOT received the 5 Oz. Jadore Les Adorables AND the Prisma Glass Gloss. I immediately contacted Neiman Marcus as the tracking says delivered and spoke with a supervisor about the matter. The manager contacted ********* ******** who initially denied my claim and she continued to deny my claim based upon the tracking information. I am very disappointed in the lack of integrity in this company. **************** has also been challenging as I am talking to **** oversees who have hung up on my multiple times and have not resolved any of my issues. I am requesting a full refund for those items not being received as the courier was negligent.
Business Response
Date: 12/12/2024
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.

Due to the proof of delivery from the carrier to the address of record on the order, the claim will remain denied.

In the future, our customer can set up an account with our carrier directly should she have any directions for the carrier regarding the delivery of packages to a specific address.

Please visit ************************************* to set up an account with the carrier.

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 Direct
Customer Answer
Date: 12/12/2024
I am rejecting this response because:
It is the company and the couriers responsibility in ensuring that the consumer receives the merchandise. The courier was very negligent in placing these expensive items on the ground and exposed even after I complained about my previous packages that were delivered in multiple shipments. There was no one from the company who offered the solution of updating delivery preferences. This is incredibly frustrating that I take this financial loss and it makes me question the integrity of the company.
Business Response
Date: 12/23/2024
Dear Better Business Bureau,

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

Ms. ******* claim has been reviewed mutiple times and due to the proof of delivery from the carrier to the address of record on the order, the claim will remain denied.

In the future, our customer can set up an account with our carrier directly should she have any directions for the carrier regarding the delivery of packages to a specific address.

Please visit ************************************* to set up an account with the carrier.

This decision is a Corporate decision and is Final.

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 Direct
Customer Answer
Date: 12/23/2024
I am rejecting this response because:
The company has taken a reactive not a proactive approach. I asked about my packages during the initial shipment being mailed separately and my concerns about items being stolen as they were thrown about on my front porch but its not until I placed a complaint with Neiman Marcus that this is the solution and outcome. I wish to do no more business with this company. I am utterly disappointed.
Initial Complaint
Date:11/27/2024
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.
Dear BBB,I returned an online order item Sur Ma Peau by ***** ********* order number WB00001639396 which they received on 11/14 Fed Ex tracking ********************.I got an email stating I would soon receive a refund. A week later I called & was told to be patient . This past Monday I contacted Bergdorf ************* & received a message saying they would escalate the matter and contact the warehouse department. As a loyal Bergdorf Goodman customer for the past 30 years I am deeply disappointed that I am having this much trouble with a simple refund and it makes me hesitant when considering purchasing from Bergdorf in the future. I am baffled by the experience and am doubting the reliability I once thought the Bergdorf Goodman name had.
Business Response
Date: 12/03/2024
Dear 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 customers' feedback, to evaluate and research their concerns, and to provide the best
solution available or an explanation of what occurred.

Please accept our sincerest apologies for any disappointment that may have resulted with the delay in the processing
of the return.

The return has been processed. Credit in the amount of $ ****** issued to the customer's account on 12/3/24.

We take each of our customers' concerns seriously and regret not meeting Ms. ********* expectations on this
occasion. Please be assured that we have shared his comments with the appropriate departments; as we are
continuously reviewing our customers' shopping experiences and our processes to better service our customers.

Thank you for bringing this to our attention. We hope to have an opportunity to serve the customer better in
the future.

Sincerely,
Executive **************** Neiman Marcus Direct
Initial Complaint
Date:11/25/2024
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.
Good afternoon.On 11/20/2024 I placed an order online for a pair of ********* ********* Machacrohe Dune Flat Calf boots Order# WN00006311027 that valued $1505.00 after taxes. I did not receive an email or tracking when I checked on 11/23/2024. So, I went to a store that did have the boots in stock and picked up a pair being that I needed them by 11/26/2024. When I ordered them I said that they would've been delivered by then. On the morning of 11/24/2024 8:00am EST the boots still have not been shipped or had a tracking number. I called customer service to cancel the boots and he was able to do so and said that my money was refunded and will be back on its original payment method within in 7 business days.I later then received an email 1:00pm saying that the boots have been shipped. I called and messaged customer service and they lied to me twice. The first was that when I called to cancel that morning, the boots were already shipped. That was a lie. The guy I spoke with verified that they were not and was still able to cancel my order. After holding on the phone for a supervisor for almost 30 minutes they hung the phone up. No explanation or anything. I called back over 6 times and each time I was ask to be transferred to the supervisor or put on hold the phone was hung up. I was finally told that the request for my refund and cancellation was sent to the wrong department and that it's too late to cancel my order and get my money back. The second lie. Please check the phone conversations, and text message records and you will see and hear it all. She then proceeds to tell me to send them back when I get them which is also unacceptable being that I travel 90 percent of the time. The address that they were supposed to be going to now late I will no longer be at that address during that period of time! I'll be across the country up until the new year. My family and I have shopped with and at Neiman Marcus for years and I've never had this type of issue occur.
Business Response
Date: 11/27/2024
BBB Complaint
Re: Case #********
Customer: ******* Fulwood

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 Ms. ******** recent shopping experience.

Our research has confirmed that while we were unable to honor Ms. ******** original request to cancel her order, arrangements have been made to the return the order to our warehouses.

Also, we have confirmed with ***** the package is en route back to our warehouse.

Thank you for allowing us to address our customers concerns.

Sincerely,
Executive ************** Neiman Marcus Direct
Customer Answer
Date: 11/27/2024
I am rejecting this response because I didnt get help or proper support and response until AFTER I got in touch with the corporate office! Before hand was lied to multiple times after I was told my order was cancelled, hung up on by customer service supervisors over and over, and after all of this my $1500 is still not back in my account and is not even pending in my account. This is unacceptable and not right! I took me 3 days of reaching out and fighting with customer service to finally get some help from the most pleasant lady from the corporate office after I wrote BBB, sent emails and left messages. Yet I still dont have my money back in my account and they know the product in entourage back to their sender. Blasphemy! Im highly disappointed and upset!
Business Response
Date: 12/01/2024
BBB Complaint
Re: Case # ********
Customer: ******* Fulwood

Dear Better Business Bureau,

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

Ms. Fulwoods package was delivered to our warehouse on 11.29.24 and the credit of $1,514.70 has been issued to her **** account. The time it takes to post will vary based on her financial institution.

We consider this to be a closed matter.

Sincerely,
Executive ************** Neiman Marcus Direct
Customer Answer
Date: 12/01/2024
I am rejecting this response because they are very unprofessional and nonchalant about this whole ordeal. May this company have the business it deserves. Never again!
Customer Answer
Date: 12/02/2024
Itll be a closed matter when I receive my money back. As many times this company has lied to me about MY money and issues itll close once my money is back into my account. Thank you!
Customer Answer
Date: 12/02/2024
This is the ONLY refund email Ive received from them so far. A credit for $7.50 and that email literally just came through and I dont know what thats for because if theyre trying to be funny I dont find any humor in it. I just want MY money back, nothing more nothing less!! Im not here for a handout or anything free! Never again!
Initial Complaint
Date:11/23/2024
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.
Had my order shipped to the Boston store so I can pick it up from there got a notification from ***** and Neiman Marcus seeing the order was delivered to the Store yet I have not received an email saying its ready for pick up and when I called the store and **************** they keep saying the same thing claiming its not at the store and it is if they look at the tracking number it says it was delivered at the store, so where is my order? Either give me my products that I paid for or refund my money because Im tired of the **
Business Response
Date: 11/26/2024
BBB Complaint
Re: Case # ********
Customer: ***** Hammonds

Dear Better Business Bureau,

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

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

Research shows Ms. ******** placed her order on 11.18.24 and it was shipped to our Boston store on 11.21.24.

The package was received in ****** on Friday, 11.22.24 at 3:55pm.

Once received in ******, the package had to be processed into our system along with the other packages received.

Ms. ******** was sent an email advising her package was ready for pick up on Monday, 11.25.24.

Thank you for allowing us to address our customers concerns.

Sincerely,
Executive ************** Neiman Marcus Direct
Initial Complaint
Date:11/20/2024
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 ordered a Canada Goose Simcoe Fleece Jacket, but when I picked up my order in person from the Neiman Marcus store in *******, **, it turned out to be the wrong style: the Simcoe Oversized Hoody Kind High Pile Fleece. Following the return instructions provided by their customer service, I returned the item. However, Neiman Marcus refused to issue a refund, claiming that the item I received in-store was not their product and identified as counterfeit per their emails. I ensured that all labels and tags remained intact as they were when I picked up the item. Despite my requests for them to review their security footage from the day I collected the order, and my consistent communication via emails and calls over the past two weeks, they still declined to process my refund.
Business Response
Date: 11/23/2024
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.

***** **** has been contacted by our Store Leadership and the concern has been addressed and resolved.

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 Direct
Customer Answer
Date: 11/26/2024
To Whom It May Concern,

I was contacted by store leadership on Saturday regarding the complaint I submitted. Thank you for your assistance in this matter. I was informed that my refund would be processed soon, and that the transaction could be tracked using my phone number. However, I have not yet received the credit, and despite several attempts to follow up, I have not received any updates.
I will continue to post any updates on my end here to help keep track of the progress.
Once again, thank you for your help.
Best regards,
***** ****

Customer Answer
Date: 11/26/2024
I am rejecting this response because: To Whom It May Concern,

I was contacted by store leadership on Saturday regarding the complaint I submitted. Thank you for your assistance in this matter. I was informed that my refund would be processed soon, and that the transaction could be tracked using my phone number. However, I have not yet received the credit, and despite several attempts to follow up, I have not received any updates.
I will continue to post any updates on my end here to help keep track of the progress.

Once again, thank you for your help.

Best regards,
***** Zhao
Customer Answer
Date: 12/01/2024
More Dear BBB,

I am writing to provide an update and explain my final review regarding a dispute with Neiman Marcus concerning a recent purchase and return. I sincerely appreciate the assistance Ive received throughout this process and want to share my experience to help ensure a smoother shopping experience for others during the holiday season. I have acted in good faith throughout this process but feel that my concerns have not been addressed *********** are the details of the issue:
Purchase and Pickup:
I ordered a Canada Goose Simcoe Fleece Jacket online and picked it up in person from the Neiman Marcus store in *******, **. However, upon collection, I received a different item: the Simcoe Oversized Hoody Kind High Pile Fleece.
Return and Refund Issue:
Following the return instructions provided by Neiman Marcus customer service, I shipped the item back in its original condition, ensuring all labels and tags remained intact as received. I confirmed the item was delivered, yet Neiman Marcus has refused to issue a refund. Their reasoning is that the item is not their product and is allegedly counterfeit....
My Efforts to Resolve:
Over the past three weeks, I have communicated extensively with Neiman Marcus via emails and phone calls to address this issue. I specifically requested they review their security footage from the day of pickup, which I believe would confirm the item was handed to me by their store staff.
After involving the BBB, I received a phone call from a store leadership member who patiently listened to my situation and assured me that a refund would be processed and tracked back to my account. However, I have not received the refund, nor have I been able to get updates despite multiple attempts to follow up within the 10-calendar-day period I was given. The lack of response has made this communication largely one-sided, and Ive spent significant time and energy trying to resolve the matter. Considering these challenges, I have reported a dispute to my credit card company and provided all relevant information on my end. They are actively working with Neiman Marcus to address and resolve the issue.
Business Response
Date: 01/02/2025
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 for ***** **** was processed, and the concern has been addressed and resolved.

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 Direct
Initial Complaint
Date:11/19/2024
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.
I placed an online order on 5/18/2024, for 2 boxes of cookies, one sent to my friend, one sent to myself. I received the order on 5/24/2024. I discovered the best before day was January 2024 which is 4 month beyond the best before date. I had to call my friend and apologize. Who can possibility fathom Neiman Marcus selling cookies that was 4 month expired.They refunded the payment, however, I was waiting for new shipment, so I can have my order.I checked the website, there are new shipment on the website currently. I called and request the order for them to honor the same price. One supervisor told me, we refunded to you, I told her, yes, you refunded, however in my perspective my order was not fulfilled. She told me you can buy them at the current price, which I do not agree. First of all, they think by refund me what I paid completed their obligation. I trust they violet the weigh and balance law, by selling expired food product. The supervisor was rude. I believe refund and replace is a reasonable resolution. I got the refund, I would like to request the replacement.
Business Response
Date: 11/25/2024
Re: *** *** Medlock
BBB Case ID ********
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.

The customer has placed many orders where shortly after delivery, the customer makes a complaint to receive a full refund without having to return the item purchased.

The customer has been notified by certified mail that we have severed the business relationship due to these shopping patterns and will no longer be able to accept any orders or returns.

We consider this a closed matter.

Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 11/25/2024
I am rejecting this response because:
please see attached evidence, items received damaged, when I report to customer service they offered refund, I asked them to send pick up for damaged items, they said they cannot take back food item. Further more there are two orders that was placed on 5/18/2024. Received 5/24/2024 with a best by 2/11/2024 these items has egg and milk ingredients, ask the responding person if he or she would eat this.
With all these product problems, they are trying to put the blame on customer. Saying I asked for refund, not returning merchandise, this is a shameless excuse.
I disrespect their response. Please publish all the photos on your website, to let the public know this is an un-respectful company.
Business Response
Date: 11/25/2024
Re: *** *** Medlock
BBB Case ID ********

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.

The customer has placed many orders where shortly after delivery, the customer makes a complaint to receive a full refund without having to return the item purchased.
The orders the customer have mentioned have were refunded in its entirety, as that is our standard business practice.
We are unable to replace the orders and match the prices, as that is the imposed intention of the customer.

The customer has been notified by certified mail that we no longer wish to do business with them due to these shopping patterns.
Our position is unchanged from the previous rebuttal.
This is our final response on this matter. Please close this case.

Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 11/28/2024
I am rejecting this response because:
Business should review their internal process, instead of putting blame on customer.
********************** sell damaged merchandise and expired food items, and they feel they are right to just refund to customer and call it even.
Neiman is famous for only prioritize the top 1%, they are not interested to do business with conscience shopper that would not just accept damaged goods or expired foot items, that might cost food poisoning. They are violating the right of consumer. They can blindly claiming customer orders item, asking for refund and not returning the merchandise, but they themselves do not know, their customer service declare they do not want the items back, because they can not take back food item.
It is a shame they hide behind the truth and fact, instead of blaming and review their own business practice.
I do know, the top executive is not so unreasonable.
i do not need any more response from the blind and unreasonable representative.
Thank you for your assistance dear BBB

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