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.

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:05/14/2024
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.
I made a purchase on Feb 19, 2024, that came with a giftcard incentive based on items I purchased. I have reached out via chat to Neiman Marcus three separate times and have been given a different explanation every time. Today I was informed the giftcard was applied to purchase which it absolutely was not. The last time I was informed it would be forthcoming, still have yet to receive. The email I received in regards to the giftcard after purchase, said 8 weeks, that was in Feb.
Business Response
Date: 05/29/2024
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 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: 05/29/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/09/2024
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.
Back in April, I placed an online order with Bergdorf Goodman (Order #: ORDER WB00001331563) and a few days later the *************************** shoe was canceled. Two days ago I ordered the same exact show again (Order #: ORDER WB00001331563) - it was available on the website again so I ordered it. Today again the same shoe was canceled. What is wrong with your website and your company? Can it not keep inventory up-to-date?
Business Response
Date: 05/21/2024
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 the cancellation of the shoes from **********************
order.

Please be assured, when we advertise an item, we make every effort to provide adequate
quantities to meet our customer's needs. The merchandise in size 7.5B is depleted in stock
in our *************** and our stores. We were unable to obtain more merchandise.

We take each of our customers' concerns seriously and regret not meeting the customer's
expectations on this occasion. Please be assured that we have shared her 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
Business Response
Date: 05/21/2024
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 the cancellation of the shoes from **********************
order.

Please be assured, when we advertise an item, we make every effort to provide adequate
quantities to meet our customer's needs. The merchandise in size 7.5B is depleted in stock
in our *************** and our stores. We were unable to obtain more merchandise.

We take each of our customers' concerns seriously and regret not meeting the customer's
expectations on this occasion. Please be assured that we have shared her 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
Customer Answer
Date: 05/21/2024
I am rejecting this response because there is no compensation being offered. I actually ordered an additional item too the second time to avail of an offer and now I am stuck with chocolates I dont want. Both times the item was supposed to be a gift. So disappointing.
Business Response
Date: 06/11/2024
Dear Better Business Bureau,

Thank you for providing the customer's response.

As a further extension of our apologies, we are sending the customer
a gift card in the amount of $ ***** to her email address.

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: 06/11/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/09/2024
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.
Placed the order(order#:WB00001383987)on 5/6/2024. Order includes 3 items: $300 eye cream, eye treatment set, BG gift) Package delivered on 5/9(tracking#NMG7060000151632). only 1 BG gift in the box. I didn't received the $300 eye cream. Called Bergdorf on 5/9 16:50pm, they didn't refund me or give me any resolution. Please help me to get the amount I paid $326.63 back to my original payment method. thank you.
Business Response
Date: 05/16/2024
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 *** 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 eye cream was returned to our Bergdorf Goodman store and a refund was processed on 5/13/24.

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:05/07/2024
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 returned an item two and a half weeks ago that has still not arrived at their returns ***** when trying to reach out to them for help I was continuously hung up on by customer service despite being polite with them. I want my return processed so Im not paying interest on an item I no longer have.
Business Response
Date: 05/08/2024
BBB Complaint
Re: Case #********
Customer: *******************************

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 *** have been a result of Mr. *********** return experience.

FedEx tracking shows the return package is currently enroute to our warehouse with an estimated delivery of today (Tracking 02396343500421980264).

Once the package is delivered to our return goods department it could take a couple of days for the package to be processed and credit issued.

************************ will receive an email at ************************ once the return credit has been processed.

Thank you for allowing us to address our customers concern.

Sincerely,
************************ Neiman Marcus Direct
Customer Answer
Date: 05/10/2024
I am rejecting this response because: Until my refund is processed, I will not accept this explanation. It did finally arrive, and now we see how long it takes to actually process the refund. Going on 3 weeks since I sent it back! Absolutely ridiculous.
Business Response
Date: 05/11/2024
BBB Complaint
Re: Case # ********
Customer: *******************************

Dear Better Business Bureau,

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

Review of the tracking for Mr. *********** return shows that while the label was created on April 18, 2024, the package was not sent for delivery to us until May 08,2024.

The package was delivered to our warehouse on May 09,2024 and credit was issued to Mr. *********** Neiman Marcus account on May 11, 2024. The time it takes for the credit to post will vary based on his financial institution.

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

Sincerely,
************************ Neiman Marcus Direct
Customer Answer
Date: 05/11/2024
The package was literally handed to the postal worker on April 19th. It then took until 5/9/24 to arrive with them. So they are incorrect about the timeline.
Customer Answer
Date: 05/14/2024
I have reviewed the business response and accept this resolution.
Customer Answer
Date: 06/04/2024
On April 19th, my return was picked up by the carrier. On May 11th, it finally arrived at their location. They claim to have issued a refund, but Im unable to make purchases. This company enjoys making my purchase experiences terrible. This experience is no different. I want a sincere apology and restitution for the ridiculous inconveniences they cause me. They also lied about the shipping time, trying to claim it took only a few days. It took 3 weeks!
Business Response
Date: 06/04/2024
BBB Complaint
Re: Case # ********
Customer: *******************************

Dear Better Business Bureau,
Thank you for taking the time to communicate to us again on behalf of our customer *******************************.

We are sorry for any inconvenience ************************ may have experienced due to his return experience.

Per ***** tracking number ********************, Mr. *********** return remained in transit to our warehouse from April 30, 2024, until May 09, 2024, when it was actually delivered to our warehouse.

*********************** was issued a full credit in the amount of $616.32 on May 11, 2024.The time it took for the credit to post depended solely on Mr. *********** financial institution.

Due to *********************** receiving full credit, no additional compensation is warranted.

As a member of our **************** Team, I am representing the Neiman Marcus **************** and Mr. *********** concern has been shared and reviewed by upper management.

This is a final decision that cannot be overturned, and we are unable to escalate the concern any further.

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

We consider this to be a closed concerned.

Sincerely,
************************ Neiman Marcus Direct
Initial Complaint
Date:05/07/2024
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.
Earned 2 gift cards during promotions.One card was in the spam box, so when I caled the 800 line, it got expired, but they told me then that within 2 years I would be able to re-activate it. So, some time later, got another card during another promotion, checked my email, the card was received, but could not use it within 90 day time frame. There is no Neiman Marcus store in the city I live, and did not want to use it on-line.When I finally got time to visit the store, I called the 800 number. What a surprise!They told me that there is new rule, and there is no longer 2 year time frame. Both cards are expired, period. I feel deceived, first of all, if there is only limited time frame, they should not promote this as a Gift Card, but rather say Coupon withan expiration date or a Refund.And, second of all, if they used to have 2 year time frame rule, they should keep it at least for the customers who were eligible at that time.
Business Response
Date: 05/16/2024
RE: Case # ********
Customer:*****************;

Dear Better Business Bureau,

Thank you for taking the time to communicate with us on behalf of our 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 attempted to reinstate the earned gift cards from two promotions, both in 2023. Promotional gift cards expire in 90 days, unfortunately an exception could not be made.
As a goodwill gesture, we have issued a policy credit for $ ****** to the customers **** card ending in ******.
Credit posting policies are governed by the customer's bank, however, it normally takes 5-7 business days.
An email confirmation has been issued as well. They are system automated and should be received at the customer's primary email address in 24 hours.
We consider this matter to be resolved.

Regards,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Initial Complaint
Date:05/05/2024
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.
The item placed in order for 2 days ago was confirmed and in stock. I ordered it as it was possibly incorrectly priced on their website and they cancelled it on me today. Its still available at time of writing, but they changed the price back to original. I am upset that they didnt honor the price and item to be shipped when it was confirmed on my end. I feel like they should honor it regardless , or replace with a comparable item. Unacceptable to have a click and bait on the item they want me to reorder at a much higher price.
Business Response
Date: 05/15/2024
RE: BBB Case ID #********
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
Initial Complaint
Date:05/03/2024
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.
On 11/27/2023, I purchased a Bang and Olufsen BeoSound speaker from NeimanMarcus.com for $3,124.61 with order number WN00003083034. There were two promotions running when I placed the order. 1.) Receive a $750 Neiman Marcus gift card.2.) Receive 10X Rakuten points worth $313.To-date, I have not received either of the promotional items, and attempts to resolve the matter with Neiman Marcus have not been successful.
Business Response
Date: 05/17/2024
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.

We have researched this concern and found that a $50 gift card from the
GC4YOU Gift Card Event was initially awarded to the customer but currently
the gift card has expired.

We have approved a gift card to be awarded for the full $750. The customer
will receive the gift card via email in approximately 3-5 business days.

We are terribly sorry for any inconvenience that *** 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: 05/22/2024
Thank you, I have now received the $750 gift card.
However, the second part of my complaint regarding the Rakuten 10X cashback has not been addressed. Neiman Marcus was offering 10X Rakuten points at the time I made the purchase. I have discussed the issue at length with ******* and they indicated that Neiman Marcus incorrectly reported the sale to them.
I did receive 10X cashback on a portion of the order for the two candles totaling $278. I have not received the Rakuten cashback on the Bang and Olufsen speaker. I am attaching a screenshot from my Rakuten account showing what ********************** reported for order number WN00003083034. I am requesting that the remaining amount for this order# be reported to Rakuten so that I may receive the 10X cashback.
Thank you!

Business Response
Date: 06/05/2024
Better Business Bureau,

Thank you for providing the customer's response.

We have been in contact with ******* and they are
working to send the customer his points.

Sincerely,
Executive **************** Neiman Marcus Direct
Customer Answer
Date: 06/10/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/03/2024
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.
My order is not delivered . My original order number is ORDER WN00002273933 was delivered to wrong address on 9/23/2024. I contacted Neiman Marcus customer service to let them know the order was delivered to My neighbors house by mistake . I was told a claim would be filed and I would recieve a refund . However seven months later I have not recieved my refund
Business Response
Date: 05/10/2024
RE: BBB COMPLAINT ID: ********
Customer: ***************************;

Dear Better Business Bureau,

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

Please allow us this opportunity to apologize for any inconvenience that *** have been caused regarding the refund for the mis-delivery.

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

After extensive research regarding the delivery of the merchandise, in this instance credit in full has been issued to the original form of payment, PayPal, on May 8, 2024.
The posting of the credit to the original form of payment is contingent upon the banks policy for such transactions.

Thank you for allowing us to address the customers concern. We regret any frustration that *** have been caused.

Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Initial Complaint
Date:04/30/2024
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 and Bergdorf,I have been very happy with my shopping experience with Bergdorf until recently. In March of 2024, I placed an order WB00001300008 including a handbag. At that time, it showed me this item was "back order" and asked me to wait until late April for shipping. So I waited for more than one month till now. Unfortunately, recently I received an email telling me this order was cancelled...I asked CSR to call me to discuss a solution a few time but no response. Also, the price of the same handbag was increased $250 even if I place a new order... I feel so frustrated for this long waiting and also a loss of $250. Could Bergdorf offer me a $250 gift card to compensate this bad experience and make up the price difference and so I could place a new order? Thanks a lot!
Business Response
Date: 05/02/2024
BBB Complaint
Re Case #: 21645578
Customer: *************

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

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

We are sorry for any disappointment that ********** may have experienced due the cancellation of her order.

After researching with our Designer Handbag Department,we learned from the vendor that they were unable to provide additional quantities of the Loewe Puzzle Edge Small Top-Handle Bag in the Sand color.

Currently the bag that is showing on our website is in the color Toffee not Sand.

As for the price differential, Loewe recently had a price increase which is why the bag has since increased in price.

Please be assured that when we advertise an item, we make every effort to provide adequate quantities to meet our customers needs.

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

At this time, we consider the matter to be closed.

Sincerely,
************************ Neiman Marcus Direct
Customer Answer
Date: 05/02/2024
I am rejecting this response because:
I am asking for a $250 compensation due to the misinformation released on BG website IN MARCH 2024 which caused my loss. Again, In March of 2024, I placed an order WB00001300008. At that time, it showed me this item was "back order" and asked me to wait until late April for shipping. So I waited for more than one month till now. Unfortunately, recently I received an email telling me this order was cancelled...I asked CSR to call me to discuss a solution a few time but no response.
Also, the price of the same handbag was increased $250 even if I place a new order now... I feel so frustrated for this long waiting and the DIRECT REASON OF MY LOSS of $250 WAS BECAUSE BG KEPT ME WAITING FOR MORE THAN ONE MONTH AND STILL DID NOT HONOR MY ORDER. Could Bergdorf offer me a $250 gift card to compensate this bad experience and make up the price difference and so I could place a new order? Thanks a lot!
OR, COULD BG STILL CHARGE ME THE SAME PRICE OF $3250 AND SHIP ANOTHER COLOR HANDBAG OF THIS MODEL TO ME?
Business Response
Date: 05/07/2024
BBB Escalation
Re: Case # ********
Customer: *************

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

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

We are sorry for any frustration that *** have been a result of ************ order cancelling.

Currently we are working with ********** to reach a favorable resolution to his concern.

Due to us being in direct contact with **********, we consider this matter to be closed.

Thank you for allowing us to address our customers concern.

Sincerely,
************************ Neiman Marcus Direct
Initial Complaint
Date:04/29/2024
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 returned the shoes to them but they refused to refund my bank. They owe me $328.00
Business Response
Date: 05/07/2024
RE: Case #********
Customer: *******************;

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

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 *** have been caused during the customers shopping experience with us.

We have researched this claim with our return goods management team and have determined that the customer did not return the designer boots we shipped, but instead returned a brand that we do not carry in the designer box we shipped.

We shipped a box that weighed 3.6 pounds the customer returned weight was 1.4 pounds.

We have shipped the merchandise back to the customer and no credit will be issued

Thank you for allowing us to address the customer's inquiry.

Sincerely,
Executive Support Specialist Executive Offices
Neiman Marcus Direct
Customer Answer
Date: 05/07/2024
I have reviewed the business response and accept this resolution.
They have refunded me for the boots.

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