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    Neiman Marcus

2018 CUSTOMER CHOICE AWARD

Ratings On Other Platforms

Trustpilot
1.7 / 5
Corporate Values

Overview

Neiman Marcus has a consumer rating of 3.42 stars from 316 reviews indicating that most customers are generally satisfied with their purchases. Neiman Marcus ranks 14th among Department Store sites.

  • Service
    37
  • Shipping
    33
Positive reviews (last 12 months): 12.5%
Positive
5
Neutral
1
Negative
34
View ratings trends
15
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What reviewers want you to know

Positive highlights

Critical highlights

  • However, the customer service is simply bad, incompetent and not helpful at all.
How would you rate Neiman Marcus?
Top Positive Review

“Always a great experience with Neiman Marcus”

Dave E.
3/31/22

As a long time shopper at NM, I must say that they are the epitome of high end department stores. Their customer service, shipping and online site are awesome. All of my favorite brands can be found here. And when they have sales going on, you bet your bottom dollar I will be there to scoop up anything worth buying.

See positive reviews
Top Critical Review

“Never shop here online”

Mikki E.
6/14/21

I order 3 pair of shoes for an event. Unfortunately they did not fit. I created a return for the shoes took them to the fedex drop off that day which was only 10 days from receiving the package. Because the mail service did not handle the package in a timely manner they refuse to return my package. So do not order anything online with this company they do not honor the 30 day return. I will never shop here again.

See critical reviews

Reviews (316)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (48)
mikkie2
1 review
5 helpful votes
June 14th, 2021

I order 3 pair of shoes for an event. Unfortunately they did not fit. I created a return for the shoes took them to the fedex drop off that day which was only 10 days from receiving the package. Because the mail service did not handle the package in a timely manner they refuse to return my package. So do not order anything online with this company they do not honor the 30 day return. I will never shop here again.

Tip for consumers:
Do not order anything online, they will not return. I live in a rural area and because the mail service is not the greatest they will not take my items back. Even though I returned the items within 10 days of receiving them.

Products used:
Shoes

Service
Value
Shipping
Returns
Quality
josephc2727
1 review
0 helpful votes
February 9th, 2022

Ordered a versace belt for a birthday gift. Opened package to find a oversized random dust bag containing just the belt. No box/no authentication. Payed all that money to get it stuffed in a random bag not even knowing if it was switched for a fake from the distributor or not. Came very un professional/un authentic looking. Very disappointed thought this was a high end store

Value
kirstene25
1 review
1 helpful vote
September 26th, 2021

The stores are as bad as online. It is standard policy for damaged items to not be pulled from the floor in hopes that unsuspecting customer buys it and then good luck returning. Mistake after mistake. Shoppers can find designer clothes from the designer's online store. I found many items about $100 less. Neiman Marcus will be closed in the near future mark my words. Stay away From the sinking ship!

Tip for consumers:
Stay away.

Products used:
none

Service
Value
Shipping
Returns
Quality
mirandap75
1 review
7 helpful votes
April 15th, 2021

I ordered a pair of Christian Louboutin heels ( I typically order directly from them but they did not have my size in stock). Found my size on Neiman Marcus, paid full price, and when they were delivered, I found fake shoes and a fake box inside. Needless to say I was infuriated and also glad I knew enough to know they were fakes.

irinas92
1 review
0 helpful votes
September 29th, 2021

I ordered 1 coat online, they called me, left voice mail, couldn't process my card,. I made new purchase, the same coat and used different card, they emailed me again, they couldn't process card, so I called back and BOOM... my card worked... but... they charged me twice. Tried to call the store, was on hold for almost 40 mins, and still didn't get a good answer, why I've been charged twice. Thought the store is a good quality and great service, turned out... opposite. No more!

Products used:
coat

Service
Value
Shipping
marthas805
1 review
2 helpful votes
June 19th, 2021
Verified purchase

The worst customer service ever! I spent one hour chatting with two different persons trying to return a gift my husband bought for me and there wasn't any solution but to call and 800 number and explain all over again!
A waste of money ( the gift) and a waste of time!

Products used:
None

Service
Returns
sw742
3 reviews
2 helpful votes
March 18th, 2022
Verified purchase

It took more than 2 weeks for the item to even ship out of their warehouse, let alone be received by the shipping company, in spite of their 5-7 days delivery boasted on their website. I didn't receive the item meant to be a gift in time for my friend's birthday, when I could have just bought it elsewhere if NM were more upfront about their true shipping times.

Shipping
Quality
consumerr1
2 reviews
8 helpful votes
March 1st, 2020

Great stuff. Unfortunately, such high prices, hence the nickname "needless markup".

They do have some outlets, which feature the real-deal, just at a lower price.

davee540
3 reviews
1 helpful vote
March 31st, 2022

As a long time shopper at NM, I must say that they are the epitome of high end department stores. Their customer service, shipping and online site are awesome. All of my favorite brands can be found here. And when they have sales going on, you bet your bottom dollar I will be there to scoop up anything worth buying.

Tip for consumers:
They always have great sales

Service
Value
Shipping
Quality
alyssad110
1 review
1 helpful vote
January 8th, 2022

What happened to Neiman Marcus? For Christmas my husband got me a pair of Tom Ford glasses, Celine sunglasses, and a bottle of Dior perfume. The Tom Ford sunglasses came without a box and no cloth to wipe the high-end glasses. The perfume… Believe it or not… Came with only one drop in the bottle. It's as if it was miss manufactured and they didn't fill it at all. Now I understand that there's no way for Neiman Marcus to have known this since the packaging was all closed up. However, three weeks later they are now requesting for us to send the empty bottle back which I threw out about two weeks ago in order to get our new bottle. We've dealt with three people in customer service and still don't have resolution. Stay away!

paulm3233
1 review
1 helpful vote
December 19th, 2021
Verified purchase

Ordered an expensive bag that shipped on Nov 27 for a Christmas gift. It was received damaged and immediately returned. They would not ship a replacement until the returned was processed. It was not processed timely and the bag is now out of stock. So now I'm I screwed. Nothing they can do to help me. Last time I order anything from Neiman Marcus.

Service
Shipping
Returns
Quality
dorothyi443
1 review
2 helpful votes
January 11th, 2022

My order was never delivered. After numerous calls and chats to get an answer as to where my order was (almost a month later) they still couldn't tell me anything. Supervisor was just as bad at answering any questions. All the company had to do was communicate with me on any updates on my situation and all would have been good. I wasted approximately 4-5 hours on hold to get nothing. I will never order from Neiman Marcus again and I will be sure to tell everyone to be aware of purchasing online with them.

Service
Shipping
Quality
almetar2
1 review
11 helpful votes
June 27th, 2020

I'm a Neiman's cardholder and every I call about an order, member issue, etc. the representative is always rude and unhelpful, offering no alternative solutions or ending the call with a pleasant salutation. I would expect that from a lower-tier retailer, but not from Neiman's where the real money is being spent. I guess they only care about you if you are an Elite member with a private assistance line.

izzar
1 review
3 helpful votes
August 25th, 2020

I purchased an eye cream, which had one good review with 5 stars and no other reviews so I thought, yay no bad reviews. I used it and the cream does nothing at all and gives very burning sensation. I submitted a review for it on Neiman Marcus and gave it 1 star, they never posted that review. I checked other products on the website and they either have one 5 star review or no reviews at all. What a scam

els25
1 review
1 helpful vote
May 12th, 2021

They keep hanging up on me, so rude. Cant figure out how to send me a new card. Apparently there system is down every time I call. Literally the WORST. Ugh

starrb22
1 review
0 helpful votes
March 11th, 2022

I have shopped at NM for years spending many $$$$$. However, tonight (and it has happened before) they had to go into a deep dive for my credit card that had plenty of $ available for purchase. Credit card company called me and I answered all questions (of course, it was my credit card). However NM did not approve purchase and now that credit card is restricted! I will never shop at NM again!
No wonder NM is hurting financially and going out of business.

martineb43
1 review
0 helpful votes
March 24th, 2022
Verified purchase

I had such a good luck to encounter Ms Basha Green at the Roosevelt Field Mall as I was buying an evening gown to attend a gala, Ms Green was so knowledgeable, so helpful, o customer oriented, she made me feel so special, she left me with the impression that this where you should come back at the time, definitely she is a great asset to your company

Tip for consumers:
Ask questions

Products used:
Evening gown

Service
Value
Shipping
Quality
kylenew3
1 review
1 helpful vote
February 11th, 2022

I ordered an eyelash curler in the beginning of December. A very simple order, one item, around 36 dollars. It was intended to be a Christmas gift, so I ordered it long before Christmas, almost a month ahead of time.

I had ordered from Neiman Marcus once or twice previously, and shopped at the store with no issues over the years. So, I was blown away when this happened. Essentially, without wasting too much more time, I ultimately ended placing FOUR CUSTOMER service calls, amounting to over an hour of call time. Each time, I was told to wait for my package, which was showing as on the truck for delivery, and being updated daily, but then never being delivered. Ultimately, Christmas came and passed (a month out), and they told me the package was still coming. I asked them to cancel my order on the third call, and they told me to wait, and promised it'd arrive by Tuesday. Tuesday came and passed, so I called again.

I told them I wanted a refund immediately, and my order cancelled. They refused to refund me until the package was returned to sender. I was shocked, as the package had clearly been lost for a month, and I'd wasted so much time. The woman I spoke to agreed that management was in the wrong, and should have refunded me immediately.

Two days later, I checked tracking again, and lo and behold, my package was located, and on the way back to the factory. It eventually arrived, but never to me. (Oh, and I'm never sure if I was refunded, because I the charge was over a month old, and I was too exhausted and angry to check. Double bonus, by the time the package was returned to sender, Saks Fifth Avenue had already delivered the same eyelash curler they never delivered to me. I placed the order from them the day I cancelled my order with Neiman Marcus, and they agreed to return to sender.)

Long story short, I will NEVER ORDER or shop at Neiman Marcus ever again, and they have the absolute worst customer service, shipping and management (overall logistics) I have ever encountered in my life.

I wish I could get the time I spent back. It takes FIVE screenshots to show you the tracking history of the package. An entire month's worth... literally, it makes me so angry thinking about this again.

Tip for consumers:
The customer service is the worst I've possibly ever experienced

Service
Value
Shipping
Quality
kawik
1 review
1 helpful vote
December 30th, 2021

I hate how they have online promotion but no products in their warehouse to ship as a whole order in one box. They always ship separately for one order. It's very shameful of neiman marcus. Are they having problems of stocking up inventories or what? So I ordered Dior lip balms with different colors and like what they always do never have product in their warehouse to ship. They always request from store location and those store locations have a few product in store also. If don have products to sell close the door!

Tip for consumers:
Buy from other online site to void receive one box for each item you ordered in on transaction because they don have products in their warehouse. Cheap

Products used:
Cosmetics

Service
Value
Shipping
Returns
Quality
mariew430
2 reviews
0 helpful votes
March 17th, 2022
Verified purchase

Easy, convenient returns. The online retailer also has such a great variety of pieces from various designers. The retailer also frequently has special deals and markdowns.

Shipping
Returns
Quality
lysettem
2 reviews
2 helpful votes
January 15th, 2022

I will never try to order from
This company again! I placed an order for sale
Item and some how it's lost and saying I never ordered it! SAKS is better! Nordstorm also! Horrible service! I feel that the item was displayed but was already unavailable! They could have sent an email stating this! I waited on the Item and decided to reach out to them. Never order from this company

Products used:
None

Service
Shipping
benb917
1 review
1 helpful vote
November 6th, 2021

I've been an NM customer for 25 years. Held a NM card for 10. I was out of work during the pandemic and asked for payment plan. They completely refused to work with me. Now they are suing me over a relatively small amount. Disgraceful! No wonder they're constantly in bankruptcy.

zivar2
1 review
1 helpful vote
January 14th, 2022

What's going on neiman marcus?! I am no longer direct! I already have 4 orders or the wrong product is not the same! Contact support is not possible! Isvis has become the lowest level online store!

Tip for consumers:
what's going on neiman marcus ?! I am no longer direct! I already have 4 orders or the wrong product is not the same! contact support is not possible! Isvis has become the lowest level online store!

Products used:
Glasses

Service
Value
Shipping
Returns
Quality
miket187
11 reviews
22 helpful votes
November 20th, 2021

I ordered a pair of silk pajamas for my wife. The site said 2-4 business days for delivery. It took 2 weeks!

Tip for consumers:
If you’re ordering anything from them be prepared for a 2 week wait for delivery!!!

Products used:
Silk pajamas

Service
Value
Shipping
Returns
Quality
beatrizr34
1 review
1 helpful vote
January 29th, 2021

This $#*!ing place better get some salespeople with at least a half brain to work there, what they have now is a bunch of idiots who can even process a $#*!ing return, they better take their heads out of their asses and do some work, I want my money back...

Tip for consumers:
run

Products used:
shoes

Service
Value
Shipping
Returns
Quality

Q&A (7)

Answer:

The y claim to expedite shipping then dont. They steal l and can't be trusted

By adam s.
See more answers (2)

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Free Shipping & Free Returns at Neiman Marcus. Shop the latest styles from top designers including Michael Kors, Tory Burch, Burberry, Christian Louboutin, kate spade & more.

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