C P
Google
I’ve been shopping with Neiman Marcus for over 20 years, and I’ve always appreciated the quality of NM's products and the level of customer service. However, my recent experiences have left me very disappointed.
In December 2024, I purchased a Caracole coffee table from HowChow for $1,279.96. When it arrived, the tabletop had several noticeable scratches—even the delivery person pointed them out. It didn’t look like a brand-new item. After months of follow-up, I finally received a replacement in March 2025. The entire process was exhausting.
Then in January 2025, I bought a LEBLON DELIEENNE Joy Chromed Golden Dog decorative piece for $300. I was really looking forward to it, but when I opened the box, I found a small hole—about 1mm wide—right in the center of the dog’s face. It wasn’t shipping damage; it appeared to be a manufacturing flaw. I brought it to the NM store in Palo Alto, hoping to return it as I’ve done in the past. However, I was told I needed to call customer service to arrange a courier pickup. This wasn’t mentioned anywhere beforehand, and I ended up spending over an hour trying to sort it out. It was a frustrating experience.
Also, in January 2025, NM ran a promotion offering a $250 gift card for purchases over $1,000. I placed two qualifying orders, but I still haven’t received the gift cards. When I called customer service, they transferred me to the gift card department, who said the cards had already been emailed. I checked all my folders—including spam—but couldn’t find anything. When I asked for proof of delivery, the response was less than friendly. I was told they didn’t need to provide any evidence and that it wasn’t NM’s responsibility if the email was missed or filtered and NM won't sent a replacement card. What’s more, every time I asked to speak with a manager, whether in customer service or the gift card department—I was put on hold for 5 to 10 minutes, only to have the call disconnected.
These experiences have truly disappointed me, and I’m questioning whether I can trust NM the way I used to.