Neiman Marcus has the WORST customer service
- Thread starter nycgirl191
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I haven't read this whole thread, so apologies if this was mentioned earlier--but NM also has a wacky return policy that I'm battling with right now. For in-store purchases, there is no set time frame for returns. Online purchases have a 60-day window.
When I (very nicely) mentioned that this discrepancy made no sense to me since purchases made either way are NM purchases and should be covered equally, I was told that the store and online divisions are essentially two separate entities. Really?
The upshot is that in the future, I'm limiting my purchases to in-store.
I know this is an old post but the the online and instore are separate. One has warehouses for the online sales while the other has warehouses that ship and store items for store sales.
It is ridiculous because customers don't care if NM has to maintain two separate inventory and separate warehouses. Customers just want equal and fair treatment across the board.
One thing that drives me nuts is their gift card policy for on line. You wait 8 weeks for the electronic gift card, and then have 60 days to spend it. Well sometimes that sixty days falls into a time of year that you aren't buying much. Fine if its under $100 or so, but otherwise, I don't feel like thinking up items just to use the gift card. Saks gives you a gift card on the spot, and you can spend it the same day! NM has a GCWP today, and I'm not even looking at the site although there are some nice things I want.
NM needs to step up to the plate with their gift cards..
Will admit SAKS is much easier to deal with these promotions & their
points are much better as well, IMO
Gals, I think they have now changed the 60 day rule on internet purchases shipped to one's home: I bought some Weitzman flats and took them back yesterday, after having them for 29 days. I spent $10 having my shoe guy stretch them and I still can't stand them. I noticed this disclaimer on the NM bill: "if for any reason you are not satisfied we will gladly accept your free timely return of unworn, unwashed, eligible items or defective merch within 15 days of delivery. Please use the smart label" ... blahblah... then lower down it states: " If returned after 15 days of delivery a fee will be deducted from your refund." Then in another spot it states: "FREE RETURNS if item received within 15 days of delivery, otherwise $9.95 will be deducted from your refund" -- so I guess they make you pay return postage if you are post-15 days. Not sure what the implications are if you return it to one of the stores as I did yesterday. As the verbiage for that is the same as usual about unworn, with tags, unwashed etc. but with no date (60 days, 30 days, 15 days or whatever) noted. Sigh.
I was in NM to buy a men's wallet. Never had a wallet and I'm 23...always used a little paper holder lol. I know I look young, wearing casual shirt + jeans but....
Asked the sales associate to let me open the case and let me a wallet. Was ignored even though I'm next to me. So I asked again nicely, louder this time.
And she turns around to say, "what do you want?" I'm just like shocked...I work in retail myself but really, instead of "what do you need..." she asked "what do you want".....couldn't believe it..
Sure, I might not have bought something but to not even let a customer see a product...
Asked the sales associate to let me open the case and let me a wallet. Was ignored even though I'm next to me. So I asked again nicely, louder this time.
And she turns around to say, "what do you want?" I'm just like shocked...I work in retail myself but really, instead of "what do you need..." she asked "what do you want".....couldn't believe it..
Sure, I might not have bought something but to not even let a customer see a product...
I might be the minority here but I had bought my balenciaga bag on NM.com, on the last last minute they had that gift card promotion. Long story short, My bank card got locked and purchase never went through....I had no idea until 24 hrs later. I wanted the bag so bad and the gift card but I thought there was no way since it had been a full day after the promotion, I spoke with customer service and they honored to me anyways. I've only had good experiences with NM.
You took back shoes that had been stretched? Did you tell them? Otherwise someone will get shoes that are not the size advertised.
I ordered some YSL Tributes from NM, and they shipped from a store. When they arrived, they were clearly worn. The bottoms were scratched, the hardware is spotted/rusted, and the straps are stretched out. Is it honestly that hard to ship new shoes?
I hardly ever post, but something happened with Neiman Marcus that made feel like they don't care about their customers. I ordered a dress and it went smoothly until I had to make a return. As I'm an international customer, returns are not free (which is understandable). However, they do not state ANYWHERE on the website that international returns must be sent back via DHL (their appointed courier service), and upon enquiring with their customer service, they said that the return fee would be $50. This didn't make any sense, because the dress was only $200. I asked if I could use another (cheaper) method of shipping, as other stores like Shopbop and Revolve Clothing allow that, but I was told I had to use DHL. I wrote in to customer service with feedback about their international returns policy, and a rep replied and said to keep the item with their compliments, and that they would issue a refund.
However, weeks went by and I still didn't receive a refund so I emailed them again. It was then that they said that there was a misunderstanding and I actually have to return the item via DHL to receive my refund.
Can you imagine if I hadn't followed up with them about my refund? They would have just ignored it! Such terrible customer service, especially from a store that's supposed to be high-end. Suffice to say, I don't think I'll be shopping here again.
However, weeks went by and I still didn't receive a refund so I emailed them again. It was then that they said that there was a misunderstanding and I actually have to return the item via DHL to receive my refund.
Can you imagine if I hadn't followed up with them about my refund? They would have just ignored it! Such terrible customer service, especially from a store that's supposed to be high-end. Suffice to say, I don't think I'll be shopping here again.
I had a good experience with NM last week. I received a black leather top from an online order that was completely covered with deodorant. I called immediately and even though the one I originally bought was sold out, they honored the sale price for the one I originally bought and sent me a similar top that wasn't on sale.
Try calling the executive offices in Dallas. I had an issue with a Bloomingdales order last year and was getting nowhere with repeated calls to CS. I called their executive office in NY and my issue was resolved in one day and they sent me a $50 gift card for my trouble.
When you ring their exec offices do they have a customer care team there? Who do you ask for/complain to specifically to have your issue resolved? I have had nothing but headaches dealing with failed chargesends from their shoe depts. in their CA stores. They would run my card (and it would post to my cc) but never send me a receipt or even send the product!! DONE WITH NM.