Neiman Marcus Customer Service Issues

To whom it may concern, During the weekend following Black Friday, I visited your store and made a purchase, including your well-known chocolate candy apple. While I used to buy these apples regularly in the past, unfortunately, the one I bought recently was of poor quality. Despite following the preservation directions, the apple quickly turned brown and mushy, with a taste resembling alcohol. The lack of specific timing in the instructions may have contributed to the apple's deterioration. As I reside in a different state and cannot easily return to your store, I am disappointed that I paid $30 for an inedible product. I am hoping for a refund as I still have the receipt and photos of the unsatisfactory apple. The purchase was made with my Visa card. I enjoy shopping at your store and would appreciate any help in resolving this matter. Thank you, M.S.

I purchased a lovely black jersey cotton dress a couple of years ago, but unfortunately, it shrank after one wear when I sent it to the cleaners. It's disheartening to see it in my closet now. The dress was just perfect for me. This experience has made me hesitant to send anything else to the cleaners or invest in another expensive dress from Neiman Marcus. I own another pricey dress from Neiman Marcus, a $[redacted] David ? design, which I adore but am now apprehensive about wearing. I generally adore his designs. It seems like I may be developing a phobia about dresses now.

I am extremely disappointed with the experience I had at your store. The situation ruined my son's 16th birthday celebration. I was assured by customer service that if I purchased the Gucci money clip online, it would be available for pick up at the Hudson store the same day. We ordered just before 4 pm, paid $80 for an Uber to get there, and were told it would be ready in 2 hours. However, right before closing, a manager informed me that I would not be receiving the item. I left devastated and had to spend $[redacted] on a taxi back to Long Island. I received an email late at night stating I could pick it up at the store on Monday but didn't specify a time. Confusion arose as Alesha, who paid for it due to a recent robbery incident, had other commitments. After dealing with a customer service representative named Rochelle, who was initially unhelpful, I was promised a delivery by FedEx on Tuesday morning, but the order was eventually canceled without warning. The lack of communication, false advertising, and wasted time have left me frustrated. I request a prompt phone call at [redacted]. - Lisa

As a longstanding customer for over 40 years, I purchased a bracelet for my husband's birthday event in January. Unfortunately, the clasp quickly broke, and I returned it to the Fort Lauderdale store for repair. Despite multiple attempts to follow up, it has been nearly 3 months, and I have yet to receive the bracelet back. After visiting the Fort Lauderdale store and speaking with the men's department manager, I was informed that the bracelet was in Bali and would be returned around April 26th. While the manager was helpful, the lack of communication regarding the extended repair timeline is frustrating. I believe in NM's commitment to quality service and transparency, and I hope this delay can be avoided in the future. Thank you for your attention to this matter. Karen P.

I recently received a bathing suit from Neiman Marcus that I need to return, not because I simply didn't like it, but because it is defective. I expressed my disappointment to the customer service representative over the phone, explaining that the item had quality issues with the stitching that were only evident once worn. The response I received implying that used items cannot be returned due to wear is concerning. I only wore the swimsuit once, as it became clear it was unsatisfactory after use. I exchanged the bathing suit rather than just returning it. Hopefully, Neiman Marcus can address this matter promptly and efficiently. Thank you for your anticipated assistance in resolving this issue. Sincerely, Susan T.

I have encountered two problems with my recent delivery experience. Firstly, I have waited at my residence for two consecutive days for a FedEx delivery which was rescheduled without notice. Despite being home today and leaving a note for the driver, I was informed that the driver attempted delivery and no one was present, which is inaccurate as no notification was left. Following a fruitless 45-minute conversation with FedEx, I received no resolution and the promised callback was never received. The tracking number is [redacted][redacted]. Secondly, I noticed receipt of a coupon for JULY GC, but since I have yet to receive my order, I believe it should qualify for this promotion, especially given the challenges faced during this particular online shopping venture. If my position is not acknowledged, I may opt to cancel the order.

I recently purchased 2 Ditz Santa statues from Neiman Marcus in the past 3 weeks. The first Santa delivered was the wrong design. Despite calling immediately to place an order for the correct one, another incorrect Santa arrived. This time, it was an African American dark-skinned Santa. Similarly, an order for 12 Dublin crystal glasses placed on Sept 19 arrived with only 4 glasses delivered. As a frequent online buyer, I have always been pleased with my purchases until now. After contacting customer service to speak with a manager, I was told none were available, which was disappointing. At this point, a discount on both Santa statues would make me happy, as it seems unlikely the correct ones can be replaced due to possible unavailability. While the incorrectly sent statues promote diversity, it is unfortunate to have to accept this costly mistake due to shipping department errors. Sincerely, Katherine Marks from Moorestown, NJ [redacted].

I recently received a call from Jordan Kyle regarding an order. I attempted to contact him twice, but unfortunately, he has not returned my calls. While I am unsure of the purpose of his call, I wanted to address an issue with a recent purchase I made. I bought a ring from Evelyn McCrae in Beverly Hills, and although I am a long-time customer of NM, this specific purchase was not made through the fine jewelry department. I had a negative experience when I purchased a watch from the fine jewelry department in the past, and I am hesitant to engage with them again after the watch had quality issues. If Evelyn will not receive the full commission for my purchase, I would prefer to cancel my order. Thank you.

I need help with the return process for 3 boxes. I was informed that Fedex would collect 2 boxes today and 1 tomorrow, but they did not show up. Customer service had no record of the pickup. After contacting them, I requested USPS labels to return the boxes. I am still waiting for the labels for order # [redacted]1-1, -2, and -3. Kindly send the labels promptly as I am feeling very frustrated.

Order WN[redacted]7 complaint: Hello, I received the shoes today, but unfortunately, the tissue papers were torn and the shoes appear to have been worn. This is unacceptable as I paid full price expecting a new product. I would like a new pair sent to me immediately without having to wait for the return of the used shoes. Please arrange for an overnight delivery of a new pair. I will send back the used shoes today.

In January [redacted], I made a purchase at the Denver store. I verified my address with my driver's license ID at that time, and the associate assured me the address changes were updated as I had done before. However, recently, I noticed late charges on my credit report due to a family member's COVID situation causing me to overlook billing cycles, which went to an old address under my maiden name although I've been married for 15 years. I have paid the balance in full but require the late payments to be removed promptly for a home refinance. Spending a total of two hours discussing the issue, I am now waiting for confirmation that the lates will be removed from my credit score. This isn't the first time in four years that associates have caused frustration and credit problems. I request your help in resolving this matter quickly. Thank you.

My name is Elissa P. My address is [redacted] Cokesbury Lane, Raleigh, NC [redacted]. I believe the phone number on file is outdated, it should be [redacted]. I am returning 2 items from separate orders. I encountered difficulties processing the return on the NM website. After reaching out to customer service, I received the return documentation for each order via email at [redacted] However, the documentation for order [redacted]01 only included the package label, not the internal description of my Johnny Was coat. If necessary for the return, could you please email me the missing information? Thank you.

I am writing regarding order number [redacted]6. The return was initiated on February 10, [redacted]. I shipped the item back to Neiman Marcus, but it seems the label intended for Neiman Marcus might have come off or been misplaced. The package was returned to me recently, and I was surprised to find out it hadn't reached you. I have printed a new label and sent it back once again. This time, I took extra care to ensure it reaches you as I cannot use the product. I was very disappointed because it looked nothing like the online images and my daughter couldn't wear it at all. Please ensure that I receive credit for returning this unsatisfactory item once you receive it shortly, hopefully this time. Please let me know if there is anything else I should do at this point. Thank you, Rae Retek.

I ordered a dress for a special occasion, but unfortunately, the extra small Rebecca Taylor dress did not arrive; instead, a medium red swimsuit was sent. I returned the swimsuit to the Beverly Hills store. After contacting customer care and Marcus Beverly Hills, they agreed to compensate me with a $[redacted] gift card for the inconvenience. This way, my daughter can have something nice to wear for her homecoming.