Terrible Experience at Neiman’s!

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Brandon4268

Brandon4268

Member
Mar 5, 2016
122
257
#1
I just had the worst experience & it’s overshadowing the joy i should feel for my stunning new bag. I purchased the Gucci Marmont mini red velvet bag online & picked it up in store. Upon unwrapping the bag, i notice that the long strap is very bent(it must have bent during shipping). I was appalled! To make matters worse, i notice that a storage box was not included, just the dust bag. That was the icing on the cake for me. I went to the Gucci shop located inside NM to speak to somebody about my concerns & there was nobody in sight. Finally, i found a stock associate who was able to track down a SA after what seemed like forever. She was very rude & informed me that Gucci does not supply them with boxes..seems odd but okay. I informed her of the condition in which i just received my bag & inquired about the return policy. She told me that i can not under any circumstances wear the purse & return it, tags must be attached. The way she stated this was very rude & deliberate as if she was accusing me. Very funny considering i was wearing an outfit worth over $10,000. I should also note that i never even received confirmation when my order shipped & i found out my order had been delivered at 8am wednesday morning & i didn’t receive an email that it arrived until 7pm. Overall, i am very upset about this experience & it really surprised me because i’ve always had nothing but great things to say about the customer service but i will definitely think twice in the future about shopping with them.
 

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#2
Brandon4268 said:
I just had the worst experience & it’s overshadowing the joy i should feel for my stunning new bag. I purchased the Gucci Marmont mini red velvet bag online & picked it up in store. Upon unwrapping the bag, i notice that the long strap is very bent(it must have bent during shipping). I was appalled! To make matters worse, i notice that a storage box was not included, just the dust bag. That was the icing on the cake for me. I went to the Gucci shop located inside NM to speak to somebody about my concerns & there was nobody in sight. Finally, i found a stock associate who was able to track down a SA after what seemed like forever. She was very rude & informed me that Gucci does not supply them with boxes..seems odd but okay. I informed her of the condition in which i just received my bag & inquired about the return policy. She told me that i can not under any circumstances wear the purse & return it, tags must be attached. The way she stated this was very rude & deliberate as if she was accusing me. Very funny considering i was wearing an outfit worth over $10,000. I should also note that i never even received confirmation when my order shipped & i found out my order had been delivered at 8am wednesday morning & i didn’t receive an email that it arrived until 7pm. Overall, i am very upset about this experience & it really surprised me because i’ve always had nothing but great things to say about the customer service but i will definitely think twice in the future about shopping with them.
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Wow. I would contact corporate, I love to cause a stir. NM from my experience always has the worst SAs. I had a lady literally ask me why I was looking at a jacket because it’s “sophisticated” and not really for people “my age”. Lol I swear they all are awful there. If NM corporate doesn’t respond well, I would contact Gucci corporate. Include photos in the email. Sorry that you had such a bad experience.
 
#6
As someone who has worked retail in the past(Nordstrom and as an assistant manager at Calypso St Barth) I always encouraged customers to either speak to the store manager/ Manager in charge if they were unhappy with the service they received. If it wasn’t taken care of within the store then they should reach out to corporate. There is no excuse for terrible customer service. Is it only NM that Gucci doesn’t supply boxes to? I ordered my Dionysus from Saks and it came with a box and a dust bag.
 
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#7
starrynite_87 said:
As someone who has worked retail in the past(Nordstrom and as an assistant manager at Calypso St Barth) I always encouraged customers to either speak to the store manager/ Manager in charge if they were unhappy with the service they received. If it wasn’t taken care of within the store then they should reach out to corporate. There is no excuse for terrible customer service. Is it only NM that Gucci doesn’t supply boxes to? I ordered my Dionysus from Saks and it came with a box and a dust bag.
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I am pretty sure that NM does not have Gucci boxes. I bought a Soho Disco earlier this year in store, and it only came with a dust bag. But as far as the rudeness by the SA, that is unacceptable, and I would speak to a manager. No reason to be treated poorly at any price, but especially not when you are spending on luxury.
 
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#8
Sylly said:
I am pretty sure that NM does not have Gucci boxes. I bought a Soho Disco earlier this year in store, and it only came with a dust bag. But as far as the rudeness by the SA, that is unacceptable, and I would speak to a manager. No reason to be treated poorly at any price, but especially not when you are spending on luxury.
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Good to know...I’m glad I had ordered my Dionysus from Saks because it came with both a box and dust bag.
 
#9
years ago when I was younger back in NY I encountered some snobbish SA's. These days in NM they are friendly.
OP is a man and he purchased this bag for himself?
Not that men or any customer should be treated rudely but seems like a pretty feminine purse
 
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#12
yoga1566 said:
I'm not sure what wearing a $10,000 outfit has to do with anything. Also, if you picked up the bag in store, why would they accuse you of wearing the bag and then trying to return it? Did I miss something? Lastly, sometimes straps get bent during shipping, they are not hard to reshape. Cute bag though, hope it works out.
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+1

I’m always one to understand the frustration that comes with dealing with rude SAs but the dropping of how much you are wearing in money is both snobbish and entitled. No one cares how much you are wearing and if you think wearing $10,000 means people should treat you better, then you are part of the problem.

Be treated nicely because it is the decent thing to do, not because you are entitled to it.
 
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#13
You can return anything at NM, even Chanel, Gucci etc. The returns desk is the best place to go and they never make a fuss or even say anything and barely look at the item being returned.
When you picked it up at the store did you open it to look? To make sure it was even the correct item? Why didn't you have the tags?
Once you carry the bag the bentness will come out.

Sometimes they have the boxes and other times they don't, same with the dust bags. I once purchased a Chanel bag and after waiting several minutes for her to locate the dust bag she couldn't find one. She gave me a Celine one instead...I always lose them myself anyway so it didn't matter to me.

Did you get your money back in the end?

NM has been going down the tubes lately, but this should have been an easy return.
 
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#14
KittieKelly said:
You can return anything at NM, even Chanel, Gucci etc. The returns desk is the best place to go and they never make a fuss or even say anything and barely look at the item being returned.
When you picked it up at the store did you open it to look? To make sure it was even the correct item? Why didn't you have the tags?
Once you wear the bag the bentness will come out.

Sometimes they have the boxes and other times they don't, same with the dust bags. I once purchased a Chanel bag and after waiting several minutes for her to locate the dust bag she couldn't find one. She gave me a Celine one instead...I always lose them myself anyway so it didn't matter to me.

Did you get your money back in the end?

NM has been going down the tubes lately, but this should have been an easy return.
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Upon opening the box at the store, i noticed the strap was very bent. They told me if i hang it up, it should fix. However, when i asked if i could return it, if it does not resolve, they were rather rude when stating it can not be worn, as if they were accusing me that i would wear it & return. As far as the tag, it was included in the slip pocket of the bag. I apologize for my comment about my outfit in my first post, that was terrible & unnecessary, i was just upset & ranting!
 
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#15
Brandon4268 said:
Upon opening the box at the store, i noticed the strap was very bent. They told me if i hang it up, it should fix. However, when i asked if i could return it, if it does not resolve, they were rather rude when stating it can not be worn, as if they were accusing me that i would wear it & return. As far as the tag, it was included in the slip pocket of the bag. I apologize for my comment about my outfit in my first post, that was terrible & unnecessary, i was just upset & ranting!
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Ahh ok I get ya. Sounds like they had to point out not to take the tags off if returning just in case you did so by accident or not realizing and their delivery was blunt and rude.
Where is the bag now?
 
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