Neiman Marcus has the WORST customer service

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#31
their favorite line "No, we can't.
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This happened to me today...NM also owns Horchow. Late (as in VERY late) last summer I ordered a garden statue. It cracked in a hard to see place immediately, and I kept it. A couple of weeks ago the entire friggin' ARM cracked off and the paint was flaking.

This is ridiculous...it was meant to be outside. So I went on their chat and after looking up the account she said, "You will not be able to return this." I argued it was defective. She said, "You will not be able to return this statue." No credit, nothing.

:mad::cursing:

I said, "I will not be shopping here or NM anymore...and I expected this."

Sad that NM used to be my absolute favorite place to shop...
 
#32
PinkSuadeSoho said:
I'm not giving an excuse as to why they act the way they do, just saying that from my past experience as a "buyer" of a very high end store (not in the US) they behave in this manner due to the vicious cycle they are in. The customers, not all but a lot of them, are A$$..... and treat the associates like dirt. Some of the things I've witnessed are beyond shocking. So, it's a cycle of I'll (the customer) treat you (<being the Associate) like dirt, and vice versa.The environment is so down right miserable and unhappy. That's my explanation. Furthermore, do you really think these workers for NM are treated well and are happy? I'd say no on both accounts. From the moment you step foot into the store you can feel the mood shift drastically. So sorry you went thru this. I haven't shopped at Neimans (Needless Markup):graucho: for years, so I'm a little surprised they haven't caught up with the times, ya know.
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I have to agree with this. I used to work at an NM and there are very snobby SAs--some of them even act like they are better than other SAs--but I think it can come from working with customers. I think in some cases the SAs are like kids on a playground that get bullied over and over and become bullies themselves. Then sometimes customers expect the SA to be snobby (even if she isn't) and approach the interaction with an attitude, and then the SA brings out the attitude. It's not really an excuse, but I try to keep it in mind.
 
#33
^ The above posts make sense... and from time to time I have thought about that. But I think it's still unnecessary to give attitude when you haven't yet been given it. I.e., if I'm being pleasant enough, why do you STILL have to give attitude?

Bad CS is a deal breaker for me ... we live in america for chrissakes .. CS shouldn't be anything less than pleasant :\
 
#35
The OPs experience is completely unacceptable - I would definitely make a complaint.

I have to say that I've shopped at NM (in stores and now mostly online, due to where I live) and have always had very good experiences. But all it takes it one bad experience to send a shopper elsewhere.
 
#36
heatherB said:
I have to agree with this. I used to work at an NM and there are very snobby SAs--some of them even act like they are better than other SAs--but I think it can come from working with customers. I think in some cases the SAs are like kids on a playground that get bullied over and over and become bullies themselves. Then sometimes customers expect the SA to be snobby (even if she isn't) and approach the interaction with an attitude, and then the SA brings out the attitude. It's not really an excuse, but I try to keep it in mind.
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Hmm! A very interesting take on the situation, and this makes perfect sense! I'm not saying that this negates the fact that NM SA's should treat clients better, but I suppose this provides an explanation, not an excuse...
 
#41
Oh wow, I wish I'd read this thread before I put in my NM order. I'm having so much trouble with it now!

I ordered some virtual giftcards on Saturday, because NM only accepts payment via Amex or Gift cards from international buyers, and NM wasn't able to verify my Amex details (!!??).

They sent me an email saying that further action was required from me and that I had to call the customer service hotline. So after calling and being put on hold a few times, they asked me all the verification questions, and then asked for my banker's phone number to verify some additional details (billing address). Fair enough.

I got the same email throughout the weekend and went on Live Chat, and was told that the email was system-generated and there was no further action required from me.

I confirmed with my banker that they had provided the information to NM, and the transaction was then pending on NM's side for their acceptance of my payment.

It's been 4 days since I put in the order, and there's been no communication from NM besides an email confirmation of my order. Until.....

Last night, my banker called me to tell me that NM was trying to cancel my order and do a refund. All of this after my banker had supplied the relevant information to NM about my billing! ARGH! It is driving me crazy! I can't imagine why they would want to cancel/refund my order for a gift card, and do this without telling me!

Good grief. I'm pretty sure I'm gonna get an email saying that my order was cancelled and now I have no idea how I'm going pay for my bag without the gift card.

This is definitely the last time I'm ever getting anything from NM!
 
#42
My mom had her own horrible experience back in the 90s that has completely turned her off to Neimans forever.

I hate to bring up race/ethnicity, but it's applicable here (mom's Hispanic).

My mom was shopping for Dooney & Burke purses and had two that she was holding to check out. When she went to the SA (who was Asian) to ask for help, the SA completely ignored her. She even went as far as to turn her back to my mother! Another SA saw this travesty and graciously helped my mom buy the purses she wanted.

While she was checking out, she looked over at the SA who was bending over backwards to help this older white lady who was just MEAN. According to my mom, the lady was berating the SA for everything -- not moving fast enough, not pulling the purses she wanted, and then on top of that, the lady started talking about the SA's race and said things like, "Why are you wearing blue contacts and why is your hair blonde? You know your people don't look good like that! Take those contacts out!" My mom said that the SA was in near tears trying to help the grouchy woman, but she didn't feel sorry for her. On top of all this, the lady didn't even buy anything!

And when my mom finished the sale, she just walked over to the SA, held up her purchase and said, "You just lost a sale." Harsh, but karma be a cruel mistress! The SA could have put her prejudice aside and helped my mom who just wanted to buy some bags with zero fuss, but instead she had to be rude and ended up with the customer from hell. :nono:
 
#45
Sorry to hear your horror stories, in every NM I've ever stepped into I've had nothing but seriously amazing experiences. {Las vegas, Dallas, Houston, etc. . . }
One SA in Dallas even offered to drop of my facial cleanser at my home when it came in since it was out of stock!
 
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