I don't know why there are so many positive reviews on this website?! It's simply the worst experience I ever had with an online store. I tried to order an item more than five times and all my orders were cancelled without notice... I tried two credit cards and Paypal as well, all were cancelled because they "couldn't verify my billing address". So I reached it out to their customer service and they asked me to send to them a copy of my bank statement to their credit card authorisation department... It bothered me but I did what they ask to prove them there are sufficient funds on my credit card, I sent an email and when I checked back to my account one hour later my order was cancelled! What a JOKE! Never ever going to order again from this scam website! I recommend instead to shop on Nordstrom, they have a great customer service and never had a problem with them.

Bad customer service.
As a return customer, I reopened my Neiman cc and placed an order. After a week of waiting, I went on line and discovered that my order got cancelled. The items I wanted to be purchased were no longer available. The order got cancelled without a notification or explanation. I called customer service and was told that the store needed to verify my personal information. We were trying to reach you However, no one called or texted, or e-mailed me.
I am receiving the promo e-mails but, as of today- 2 weeks later, I am have not had a single e-mail: we are trying to reach you
I am on hold with the verification department now for 10 minutes, listening to this awful musicI finally got a voice mail...
I think I am done now. Time to shop elsewhere.

I shopped downtown at Neiman Marcus many times over a 20-year period in my last state. Then we moved to another state... the closest store is nearly three hours away so I have ordered online all the years we've lived here excluding two trips to their store when I knew I needed the items for a trip. Don't understand so many negative reviews because not once have I ever had a problem with them. Sometimes an item might have been delayed a day or two but they were right on it with updates and returns were handled with no problem. Sometimes you do have to wait for exchanges, etc. But have talked to customer service many times and not once was anyone rude. Sometimes your attitude and how you talk to them can set the tone for the outcome. And maybe many of you did experience poor service, bad reps, etc. but it just seems like people love jumping on the negative bandwagon. And I am sorry that sometimes the wrong employees might get hired. But Neiman Marcus is still a good store and my purpose is to say they have always done their job and treated me professional and courtesly and corrected anything that was not right. I just wanted to convey that positive response.

Received a letter signed by Victoria Castilla (Manager, Customer Care Center) asking for my feedback.
Called Customer Service to clarify the purpose of this letter, and ended up with absolutely HORRIBLE customer experience
The person who answered the phone (didn't state her name) was extremely rude, spoke obnoxiously, and when I asked her to be more specific about the topic we discussed she asked me: "What is your language? What country you were born and raised?". That was totally inappropriate and sound like interrogation.
Lately, when I talked to the supervisor of the customer service, she refused to provide the name of the rude employee and was not polite either.
It is unbelievable that so called high end retailer has so poorly trained customer service.
I've been Neiman Marcus customer for 20+ years and was always pleased by their efficiency and excellent customer service. Well, it is all in the past, the things got changed and not in a good way. This company stoop way too low. I will definitely stop shopping in this store and will share this awful experience with as many people as I could.

This is a redundant issue, my 1st concern is that I placed an order for a pair of ban sunglasses, I received them however they fit like they were meant for a child. I sent them back about 4 weeks later I received a pair of sunglasses in the post all broken with a note attached stating we're sorry but we cant take this item back b/c you have used the item. The glasses were destroyed not all the pieces were included. I called and they told me to send them back and they will credit my account once I send them back. Okay its been 2 mths no credit for 85.00.

I recently ordered fathers day gifts and 2 pair of tory loafers. I check the email to see when I would recieve the item and I was unable to access the fedex tracking information. Called customer service and the girl stated that I needed to contact the credit dept however she could not transfer me I would need to hang up and call them. Tried calling no answer.

Thanks for redundantly letting me down as a consumer.

Traci

I ordered a pair of Balenciaga Sandals on line, when I received them it was the wrong color. I took it to a store to exchange it, they didn't have the color I wanted. The attendant in the store was very rude and told me I would have to pay $ 25 to have the sandals reshipped. I refused as it wasn't my fault they didn't get my order right. I am very disappointed and expected better service from Neiman Marcus. Not sure if I'll ever shop there again, the sandals that I wanted is not available and they don't know when it will be back in stock!

E
Adjunc Professor at Tarrant County College
The location is so difficult confusing. Other thing the hours open is super short they close at 7:00 Other programs. They have like 3 sale associates on floor nobody assistant for helping. The lady was helping to me she was so rude and so disrespectful to me and my kids. It seems like " Human Resource " in Nemans never evaluated their associates saller. They are so disrespectful to customers in this location.

I WENT ON LINE AND ORDERED A PAIR OF SHOES FOR $110. I GAVE MY CREDIT CARD INFORMATION AND THEN WAS TOLD THEY WERE OUT OF STOCK. I NOTICED THEIR WAS A HOLD ON $110 FROM MY BANK. CUSTOMER SERVICE TOLD ME I HAD TO WAIT 5 DAYS AND THEN CALL MY BANK AND ASK THEM TO RELEASE IT. IT WAS THEIR MISTAKE BUT ALL THE HASSLE IS ON MY PART. VERY UNHELPFUL! NEED TO REVAMP THEIR SYSTEM TO NOT TAKE YOUR MONEY WHEN THEY NO LONGER HAVE THE PRODUCT. SO NOW I WILL HAVE TO DO WITHOUT MY MONEY UNTIL 5 BUSINESS DAYS ARE UP AND THEN I'LL HAVE TO CALL THE BANK AND GET IT RELEASED. BAH HUMBUG!

After the comments on their Facebook about bad experience with customer service, the management fixed the problem. The major problem in their customer service are:
They don't have any problem solving skills. You want problems to be fixed, and they don't make effort to fix it, just telling you to return your order.

They also don't have basic math skills. That can be related to lack of job training too. No logical thinking either. They can't do simple task like doing price adjustment.

Another problem is they lie to the customers. When I called to double check if they did price adjustment for me. The staff said I can do it for you. I asked "did the staff I talk to earlier do it?" The staff answered " yes, she did it, I will do it for you again." If the staff did it earlier, why you need to do it again. The bunch of lies.

The staff in their customer service are not helping their company to grow. They are their to destroy the company.

I used to shop at Neiman Marcus, not minding that I paid a little extra for class and creativity. I used to love this store until I found out that it sold Dina Mackney jewelry. Dina Mackney and her murdering mob connected father singlehandedly drove her husband Chris Mackney to commit suicide because she left him without contact to their two children and completely penniless. If this is the kind of class that I pay for at Neiman Marcus, I can spend my money elsewhere and not support murderers.

I tried to buy a pair of $5000 Roberto Coin gold and diamond earrings. They were advertised on line Sunday Dec 4th in the evening. $5900 less 20%. Tried to order today Dec 6, called the customer service phone number, lady could not do the order since she told me sale ended this morning at 9am. Her supervisor Monique Whitehead could do it but I had to send her a picture of the ad, she could not receive the email because of her spam filter nor could the other representative Melanie Fanning. What a joke they wanted me to prove it was on sale, bad bad bad service for a company selling high end merchandise calling itself Nieman Marcus. John Butler

NM has no customer service. Emails either stay unanswered or I receive some really dumb short meaningless answers unrelated to the issue.
I had two problems with NM online recently. They charged me in Paypal on order that was cancelled and never paid me this amount back. I called, I emailed, I am doing it for 2 months now, still they did not returned my money. This is called stealing.
Second issue is with the gift card - again, a cancelled order and gift card that I used is not valid now, but they did not bother to provide me a replacement gift card or any other form of refund. They charged that money and never replied to me about it. I tried to call them few times and each time their customer service tells me in a very aggressive manner a different story - that new card will be sent to me with Fedex, that it will be issued as Paypal refund, or returned to credit card.
I don't think they do take our money in exchange for nothing intentionally, I believe that NM is a big mess and they don't have their financial operations under control.
My advice - never pay them via PayPal and never cancel your order with them. You better wait few days to receive it and ship it back then. Otherwise, you will never see your money again, no matter what you do or how hard you complain to them.

Unfortunately, NM are not competent or their system has serious flows - they learned how to handle returns, but everything else that is out of this standard scheme is a complexity level way beyond their competence. If I knew it few months ago, it would save me money.