Hi everyone, another Let’s Talk, although this could be called “Let’s Vent”! I will title this one- My Neiman Marcus Debacle: A Cautionary Tale
OK, I need to vent. Seriously. I went online to order two items (gifts) from Neiman Marcus that were fairly expensive. The whole process was a little confusing because I wanted second-day air shipping, yet under each item’s description, it said the product ships directly from the vendor and listed a ship-by date. Naturally, I then decided to call customer service to confirm If I pay for second-day air, does that override the vendor’s ship-by date? I was assuming “ships by” applied only to regular ground shipping. I needed these items by Friday.
The first girl who answered had absolutely no idea what I was talking about. I asked her to get a supervisor on the phone, and she told me there wasn’t one available. Instead, she offered to connect me to someone else. Twelve minutes later, she finally transferred me.
Now, a second woman picks up, and I explain everything all over again. I told her I needed these items by Friday because they’re gifts. Again, she couldn’t answer me. Her exact words were:
“Well…it’s a risk you might be taking, so I can’t really answer that.”
Excuse me? I’m trying to pay for expedited shipping, and no one can tell me if I’ll actually get my order in time?
So I asked her to get me a manager, and I was willing to wait. Twenty-four minutes into this circus, a gentleman finally gets on the phone. As nice as he was, he still couldn’t clarify whether overnight shipping or 2nd day shipping would guarantee delivery by Friday. He could not tell me if the vendor would honor the expedited shipping and ship it out as per the shipping I was willing to pay for. He basically told me my best bet was to call a local Neiman Marcus store to see if they had the items in stock, or else just roll the dice and place the online order. I was annoyed like you can’t believe but recgonized I was getting no where so decided to do that.
So that’s where debacle number two began.
I called my local Neiman Marcus. The phone prompts alone were enough to drive me insane. The first option was for returns. The second prompt — I kid you not — was for the restaurant. Keep in mind, this store has a “restaurant” that is about the size of a postage stamp. Why that’s the second priority, I have no clue. How about CUSTOMER SERVICE!
The seventh prompt was finally to speak to a customer service person. It rang and rang and rang. No one picked up. I called back. The operator answers, and I tell her I’m trying to reach a specific department. She puts me on hold, and again it rings off the hook. After what felt like a dozen rings, she comes back and says, “There’s no one available. I can take a message.”
A message?! I’m calling a national luxury department store and can’t reach a single human being in an actual department.
I told her I needed to speak with management because the same exact thing happened the last time I was trying to find a pair of shoes months ago, it all came back to me. It was so absurd I hadn’t forgotten it.
And then she says something that left me stunned:
“Management does not accept phone calls. They only take messages.”
What planet am I living on? If I ran my own business this way, I’d be out of business tomorrow. I’m completely stumped — and beyond annoyed. I had my heart set on buying those gifts at Neiman Marcus, but instead, I took my business elsewhere. Out of curiosity however I did leave my. name and number not to help with placing an order any longer but as an opportunity to speak to a manager about the abysmal service. I couldn’t take another minute so promptly looked up another store. Found on and that particular retailer made it easy, seamless, and fast.
Sadly and honestly, I don’t think Neiman Marcus is alone. I think this is widespread — and getting worse by the day. It’s incredibly disappointing. I used to be a big Neiman Marcus customer, but as I watched them decline, I started losing interest. After this experience, I can say with 100% confidence that I have zero interest in shopping at Neiman Marcus ever again.
Because of this whole fiasco? Nearly an hour of my day, completely wasted.
And the kicker? About six hours later, I get a text from Neiman Marcus saying:
“You forgot items in your cart…”
Thanks, but no thanks.
PS Did I ever get a call back from the “management office”? No.
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Writing this out made me feel better but I just cannot get over how bad this was. I mean this is Neiman Marcus! I think I could have gotten better service at The Dollar Tree! How about you, have you seen service falling to the wayside in general? It is sad to me as I think this in general, this is a trend in retail that is moving in that direction.
Not sure if it because they are short staffed ( it is reputed as a company they have been in financial trouble) but they were a store in particular that prided themselves on supreme customer service. Most unfortunate. Curious as to what you think. Thanks for stopping in and letting me vent, wishing everyone a fabulous day! Until next time….
Don’t forget we are on day two of our July in Christmas sale… a fantastic time to stock up for the upcoming holiday season! Includes all holiday gift wrap, ornaments and holiday trees!
This type of customer service or lack of service is definitely happening more and more. I ordered some clothes from Ann Taylor. They took my order and I received a confirmation email and then it took them a week to let me know that they did not have them in stock. I then received emails on a regular basis wanting me to leave a comment on my purchase.
Hello Everyone, I rarely comment on any blogs since they are ‘your’ product and you still have 1st amendment rights. However, calling out a single customer with a single company is beyond the pale Especially since IT is a generational issue…I drink Hot coffee, my kids drink Cold coffee. I’m with you …. I prefer to speak to someone or send a detailed email so that the recipient has the information needed to actually resolve/respond to my inquiry. My kids…they will DIY everything…send a text, leave a v-mail msg w/o identifying themselves by name (only#), cryptic w/incorrect grammar, spelling and Yes, think I’m rude to take up so much time when communicating with someone. Your experience highlights the generational shift in Norms. I’d wager that those of a certain age agree with you (&me) but my kids…No way. They’d take the risk, order the item and send the gift late…sorry it didn’t arrive on time, didn’t have the time and No One…receiver nor gifter would be upset. ‘We’ wish for our gifts to be ‘on-time.’ So, take a breath, not everything ‘new’ is bad. My kids would have said…IF you wanted to make sure the gift was there ‘on-time’ (which means something different nowadays too…w/in what they deem is an OK number of days past an event) then You should have thought about and obtained it sooner. Sorry You had an abysmal experience BUT it wasn’t the fault of how Modern NM runs its business….unfortunately, their products are targeted towards ‘us’ so ‘we’ get upset…hence they get poor reviews and shows in their financials….an oil & vinegar situation. Wishing you a wonderful weekend…and Thank You for allowing me to comment. Kindly, KNJ
The entire concept of “customer service” has been lost! From retail to public services (don’t get me started about the shift in attitude by librarians!) to the medical community, I find myself routinely frustrated. What has happened to us culturally is not anything to be proud of for sure.
As much as it is convenient to order items online , I sure wish we could go back to the “ old ways “ of shopping. Walking into a store where the item was available to take home. If not the sales girl would order said item for you. Now you can walk into a Department Store , see not one associate & wonder should you be serving yourself ? There certainly is no thrill with online shopping like there is with strolling into a store & walking away with shopping bags !!!!
The lack of customer service is pervasive in every aspect of life in 2025. Trying to connect with your internet provider when your service is out, your tv and phone is bundled into the”service” is so frustrating. And often the assistance is offered by a call center located offshore somewhere and the English is spoken with such an accent it is difficult to communicate! C’est la vie! Sigh!
I so understand your disappointment in customer service. I think it is a thing of the past sadly! I did pay for expedited shipping on another site – gold belly I think it’s called for a specific cake. Only to have it delayed and then delayed!!
I did not even bother to call customer service.
I agree with you totally. I ordered an item for the 4th of July from a top line store. My order went thru,and was told I would have in 4 days. This was in June. Nothing has arrived,the charge is on hold. But does sit there with new pending dates. No email from the company or call. 4th of July has long passed,and I have not been able to reach a person in customer service to cancel rge order. Sad indeed!!
I share your anger and disappointment. Your post was somewhat of an affirmation of my own feelings. NM has always been the standard. Disappointing for sure!!!
It is sad to say, but all the top department stores that I once shopped are no longer what they once were. Gone is the “would you like that gift wrapped” or just the fact that they would put your purchase in a beautiful shopping bag, all gone. There are barely any sales people on the floor and most have no idea about anything. It used to be that who ever worked in that department knew the merchandise and policies completely and you never needed to see a manager. Now if you can find a manager you are lucky. It’s like Where’s Waldo for managers. Good luck with your gifts, I hope all turns out for the best!
Yep! Stores don’t carry much inventory anymore and most things ship from the vendor. You and they lose control when this happens. If you can get the store’s customer service to call the vendor and check, it is not reliable. This is the new retail at every level. I am beyond sad. I, too, have had run-arounds with Neimans and reminded them “you are Neiman’s and offer better service” – no response. It’s gone. Luxury stores offer nothing better in service. Even my fave local independent shops are at the mercy of vendors actions. So dreadful.
So sorry you had a terrible experience. Now a days CUSTOMER SERVICE doesn’t exist. Neiman Marcus is not what it used to be. They don’t train their employees look what they have behind the counter they are on the phone or talking to another employee. It’s really bad that’s why these stores are failing and closing their doors.
What happened to you seems to be very common. I placed an order with an on-line clothing store on June 17. To date I have not received it. I called twice and was told it was packed and ready to ship. We will see!
Love when they put you on hold and after 20 minutes they disconnect you. This happens not only with retail but doctor’s offices as well. You have to listen to about a menu before you are even connected. Tina, I feel your pain.
I’m afraid what you describe is the norm, and sadly, not just for retail. IMO it is another outcome of the pandemic where everything was shutdown, people forgot how to have human interactions and we mostly moved shopping online. Now, less in-person staff who seem ill-trained and don’t grasp the concept of service are left to fend for themselves, I don’t mean to be cruel when I say they don’t care, they don’t grasp that concept either. It could be better, and some places it is, but mostly I fear it will just get worse.
I have had the same experience at Neimans. It has totally changed. I have now changed from shopping there. To Nordstrom, which has been amazing. It’s too bad because I used to totally just shop at Neimans.
You have every reason to be indignant. Unfortunately this is the world we live in now. I would wager a bet that these “customer service” associates are working from home and that’s why there was no supervisor available. Neiman Marcus use to be the gold standard, they have fallen from grace.
Saks global has acquired Neiman for 2. 7 Billion. Mergers like this always cut cost of services for their bottom line . Nordstrom is also not as great as they were .Nordstrom is closing a big store here .Maybe if one sees something on-line call a sales person or go to store and have them order for you .At least you would have a contact person. Why has this happened? Amazon
Customer service? Customer centric is no longer in practice at stores like NM,Saks,—even Nordstrom is iffy these days. “bots” do not provide personalized customer service.
Agree with you. Go directly to the vendor and bypass the store. It is shameful
You are absolutely correct! Customer service in many stores and online banking is basically dead, except for your online sales!
Neimans has totally gone downhill, except for their prices. It is very sad that customer service has basically been forgotten. I must say that the customer service you provide is excellent!
You are not alone in your feelings. No one answers telephones anymore, department stores, hospitals, et al., and it’s maddening. It’s like playing Russian Roulette, trying to get a live person and then most of the time they can’t help or want to put you on hold AGAIN. This is another rant but it certainly plays into this scenario, and that is the lack of basic education displayed by people working in the public sector. We need to do better in both areas.
I just went thru this type thing with another company. It went on so long with not response. Finally after becoming so angry, I sat down and wrote a letter and sent copies to two other executives.
Surprise I finally got customer service to email me.
I was in sales for 25 years. We never treated clients this way. It is the new norm I’m sorry to say. Many companies don’t even publish a phone number.
I feel your pain! I’ve have dealt with the lack of customer service at many stores recently. David Yurman at Lenox recently gave me no customer service.
So frustrating. Most stores do not have associates to help you with anything. I wish the ads on t.v. would tutor, in a fun, clever way, about manners and graciousness that most people have forgotten, and many never knew existed. We are a long way from a big beautiful country.
I say send this to the President of the company. As one who has worked in customer service all my life, ladies clothing , banking and real estate I value you nothing more than great service and yes it is rare. You expressed my sentiments exactly on how infuriating that experience was. I used to say ,” Give a customer great service and they tell one person. Give bad/ no service and they tell 10 people. People always want to know the secret to success….great service, answer the phone, return calls. It’s not rocket science!!!
Neiman Marcus is now owned by Saks global. Good luck with online orders for either. So sad but the days of “customer Service” for both of these luxury stores seems to be over. I’ve had bad experiences with both. I now will drive 40 minutes to the nearest Neiman Marcus rather than deal with them online!
Your vent made me feel better too. I had a similar problem at Christmas and paid expedited shipping twice for shoes for my son-in-law. The first pair wasn’t going to make it. They said they would reverse charge afterwards. That didn’t happen. Neiman’s was an institution. Definitely not the same.
Hi Tina, I feel your pain! That scenario has played over and over in my life and many others I am sure! The other thing that you didn’t encounter (this time) is dealing with someone that you cannot even understand. That’s the worst! As far as customer service for all and any place I can simply say not enough humans are being employed, let alone trained. The very sad thing is that I know so many people that are trying to find some kind of work but because of the new way of getting a job and by this I mean applying online it’s nearly impossible. I don’t know how anyone gets hired anymore. The process is NOT user friendly and is very frustrating. One more thing I have noticed with customer service is that many, many are working from home( dogs barking, kids playing!) which is why they cannot quickly get a supervisor. They are probably in a different country!!! I hope things change someday soon but who knows.
Sadly Tina,
This is the new norm.
Businesses are no longer interested in going the extra step, and it is quite evident by the Lack of Human Interaction on the phone.
The best part is when you press 1 for Spanish and 2 for English ( which irks me to begin with, it should be English first), and when you hit 2, you get a person from India or some other country who you can’t understand a word they are saying.
This is why businesses are failing; they make it painful to shop, and God forbid, as in your case, you have a question or a problem.
I hate to say it, but the most pleasant experience with issues or returns I’ve had is Amazon; they are paying very close attention to what is going on in the retail world. They are expanding the quality and selection of their products and moving into high-end items. Unfortunately, what you and many others have gone through is happening more often than not today, and it is very frustrating for the consumer. I feel your frustration.
I agree and have noticed this in retail stores as well as restaurants. I think it began (or at least took a bad turn) during the pandemic. Businesses got used to being short staffed and making excuses about vendors during that time and never seemed to let go of those responses and, instead, began using them as ongoing excuses. Unfortunately, I believe it’s a generational thing as well. Customer service isn’t being taught. So sad.
Some years ago our NM went from a person who was actually in the store answering to a person who was sitting in another state and knew nothing about the store, location or staff.
At the same time our NM had an actual customer service department. You could get questions answered about your bill, gift wrap etc… Now the employees do that.
Our store did a gig remodeled about 15 years ago and went so high end that I now have trouble finding anything there except for makeup.
I worry that Saks will not be much better. Have you seen the DT Saks store off of Union Square in San Francisco?
Only way to buy something is to have a relationship with one salesperson. That person is your go to for everything.
Oh my goodness! I was a happy and loyal Neiman Marcus customer for over 20 years. I cut them loose a couple of years ago. They in fact are not the same lovely, dependable and quality store they once were. Their product AND services are far far far beyond disappointing. It’s a shame. Absolutely unrecognizable to what they once were. Not sure they will ever figure it out as they continue to circle the drain. Good luck to you and save yourself! Good news, better is out there!
I completely agree with Elaine! I live in a small southern college town and would have to drive two hours to get to a department store! Amazon has become my “go to” shopping destination. As much as I want to support local businesses, they have to be within my daily travels. The quick delivery and easy returns that Amazon offers remove the frustration of phone calls with people who I don’t understand and/or getting no resolution to an issue.
I definitely feel your pain!
Omg this very topic can raise a persons blood pressure for sure. I have experienced this exact situation. Sadly, I have experienced it with several doctors office too…apparently they have off-site phone centers answering their calls to make appointments and leave messages. Then you pray they call you back.
My first choice for shopping is still a “brick and mortar” store, but I understand times are evolving. It might be worth writing to the department store and voicing your disappointment.
If you can believe this the NM store in Dallas is in the process of closing. If there flagship store is not making it what can be the future of their other stores?
Neiman Marcus is in trouble and they are closing their flagship store in Dallas. I am in Troy.Mi and I can easily walk to Neiman Marcus Its a 15 minute walk The store has a lot of help but although it is stocked in many departments you have to order a lot of things if you want them They no longer carry much stock in the stores same for SAKs and most other high end stores Somerset Mall was the first High End mall in the US All the high end stores had stores here originally and they were high end in Customer Service too. I used to shop at Bonwitt Teller all the time for clothes and all accessories and also SAKs which were the two Anchor Stores. Now SAKs remains Bonwitts is long gone. Nothing is the same and you can pretty much forget customer . service. One day i was walking through SAKs on my way out and stopped at EStee Launder Perfumes . I asked the saleslady there if they still carried Youth Dew and she said Yes and quoted me a price . I then told her I get it on Amazon in the Bath Oil also but its much cheaper there She immediately asked me how much i was paying and i told her for both items, She immediately said she will match Amazons price if I buy it from her at SAks!!!! So you can see what is going on……
If you Google the business news Saks has been very very slow to pay its vendors and there has been a rebellion among them . Saks is in big trouble. With issues like this, and NM owned by Saks…. Everyone has acquired everyone for the good of shareholders, not the consumers who actually shop at the store. Amazon doesn’t have to worry about shareholders. So here we are.
I am saddened by the complete absence of customer service at a store that built its reputation on customer service! When I was. a girl, the Neiman Marcus ad in the Sunday Dallas Morning News was always an open letter from Stanley Marcus to a customer, containing an anecdote about an encounter at The Store. It always led back to the importance of being The Best, as evidenced by the fact that the president of the company took an interest in the day-to-day customer experience. I am at a loss to explain how, 5 years after the pandemic, there are not enough retail employees, and those who work are not motivated to excel. The department stores look like ghost towns, and because everybody shops online, the stores don’t carry the merchandise if you do want to go shopping! I am so glad you brought this up in your blog.
I’ve used the Horchow website – a division of NM and had several problems. I wandered if the web site was some students first attempt at website design. Didn’t fit the character of the brand.
I’m also finding customer service in other places is rapidly declining.
I have to say that The Enchanted Home has outstanding customer service.
Especially the employee named Margaret Cherubino. She is a joy to deal with via email.
It’s time to go back to good old Customer Service, Classic Manners, Good work ethics, Change of attitude, Get rid of laziness, and get this economy moving again! Nobody seems to give a rats ass anymore. It drives me crazy. I am even signing my daughter up for Etiquette classes. Get off the cell phones, computers. Talk to people, communicate, help out others and get the businesses up and running! There is no such thing as “ Can’t “. Turn the Negative into Positive.
Customer service and quality control have basically become non-existent. I can’t tell you how many hours I have spent on the phone trying to get parts that were missing from an order. The phone prompts that you need to get through to speak to a human are so frustrating that by the time you get to the human you’re already in a bad mood! And then when customer service sends you to a foreign country where English is not their first language – It’s just not right. Even health insurance companies do this. I say it”s downright pitiful.
I’ve also noticed Neiman Marcus’s decline. Despite their financial reorg, Saks Fifth continues to come out ahead. I’ve been loyal to Neiman for decades, but more often than not, I end up purchasing from Saks or even Nordstrom. I’ve also observed that Neiman’s no longer carries several of the premium designers they once did, which only underscores the shift.
Maybe I can assist in the understanding department. If an item ships firectly from the vendor there is nothing the store can do to expedite it. This term was set in the contract by the Buyers department and no one in the store is in control of changing it. 2. Neiman Mrcus has been purchased by Saks so I’m uncertain just how long they will remain a major luxury brand and are probably in a chaotic mess at the monent merging two cultures. 3. Brick and mortar retail is struggling. The sales personnel at “needless mark-up” are commission only …so I would say the people on the sales floor are most probably dealing with a customer in front of them and could care less who is on the phone, they are trying to make a living. Lastly, next time you run into this issue… find the manufacturer of the item and deal with them directly. They would gladly do a two day shipping arrangement if in fact they are in control of their inventory. Not all retailers hold the manufacurers inventory.
Sadly, NM, Saks, and even Bergdorfs, are almost impossible to do over the phone business with!
No such thing as great Customer Service anymore! Very very sad! Calgone take me back 20years when it was much easier to shop at fine speciality stores!🤔😥🙃😌
I’ve had similar poor customer service at NM. I cut up my credit card, only support them now as last resort. Bloomingdale’s gets most of our local shopping business. They seem to still care about customer loyalty and service.
It be is definitely aggravating! I have gotten so upset with orders from very high end stores because of the delivery time. Knowing I needed what I had ordered and it comes in after the fact! By the way I love the mirror in the foyer picture. I have the same one! Had it for years!
I have learned that when I am in NM or Nordstrom and I get really good service these people want to stay connected by texting me sales etc. I also will text them about items in the store I want or are looking for. They work on commission and are very happy to be my personal shopper. You might give that a try. I bet they could have helped. Mine have found sold out items at other stores and shipped them to me.
As a regular NM shopper , I was a sales hound, I’ve noticed a big shift. They have dropped many designers I preferred. But times they are
a changing. Plus, the physical stores don’t have the sizes or section like online. No it’s not just NM sadly
It appears to me, since Covid, a great many stores, restaurants, even whole shopping malls are and continue to shut down. They become “ghost towns”. They simply have not financially recovered. Therefore, these companies have no choice but to make hard decisions as to “where to go from here” situation. Our economy still flounders to this day with high prices for items, poor customer service, and unemployment. It’s so sad to see how our lives have drastically changed. I really do miss the “mom and pop”, and 5 & 10 cent corner markets where THEY knew what customer service was about. Also, remember the days when there were gas station attendees where THEY pumped your gas and cleaned the windshield? There is NO EXCUSE for what we are handed today.
I worked in customer service for a large bank and retired recently. The amount of bankers taking calls with this same type of behavior by the time I left was sadly disappointing. Even though they were trained on certain items, they would transfer the call because they were too lazy or simply didn’t want to work. It has become more prevalent at many companies. I showed up and gave my customer everything they needed. I did call backs all the time if the problem was larger and needed research. It seems that we now have a different culture of employee. I’ve been a Nordstrom shopper for many years and I still think they have they best training and customer service still. There will always be a few bad employees but Nordstrom has maintained a standard.
Customer service is lacking today to say the least. I remember when you could call a store to see if an item was in stock and they go look to see and let you know after a short hold. What happened to this?🤬😳🤡
My mother, a Texas native, was a personal friend of Stanley Marcus and I am sure he is spinning in his grave ! Neiman Marcus was the Gold Standard….what a shame.
It is a sign of the times and one basically needs to steel oneself just to make a phone call. Classic example is when you hear “Press 1 for English” and the person on the other end has broken English with an indecipherable accent. I recently had an unpleasant experience with slacks I purchased from Laura’s. FedEx lost the parcel so after much ado, they sent me another pair, which was the wrong size so I needed to return them. They don’t offer refunds, just a gift card, which I finally was able to use in a city that had a store. On line shopping has its own set of problems for sure.🤔
Neimans was bought by Saks Global last December. Sales tanked and there are troubles with finances, vendors, etc.
I had a similar customer service experience a few Christmases ago and that, combined with an internal theft/use of my NM charge account, that was it for me. Such a shame!
Off to look at all the blue & white. Much more fun!
Absolutely “yes” this is an unfortunate trend and far more the norm than the exception!
Something similar happened to me when ordering some bedding at Macy’s that my friend needed quickly… so I paid the extra shipping cost for 2nd day air and it arrived 5or 6 days later. When I called to ask for a refund for the additional shipping, it took awhile, but I did receive the refund for the shipping and when the item finally arrived and I wanted to return it because we had moved onto something else, they just told me to keep it. Unfortunately it’s not something I will use but at least they made it right.
At some point in this whole fiasco, I was informed that 2nd day air does not apply to items that ship out from the vendor, so at least I finally had my answer, albeit after the fact. But I give Macy’s credit for doing their best to “make it right”.
My favorite store from the past is Jacobson’s. I loved everything about them right down to the way they folded the tissue paper in their beautifully embossed silver boxes – and they were real boxed that were pre-formed, not the ones that fold up flat! They were only in MI (I lived in Rochester Hills where we had a lovely store) and in FL (loved the one in Ft Meyers). Gone are the days of customer service and sales people who knew their stock and were happy to bend over backwards to help you find what you were looking for.
What I’d like to know, is why nobody wants to work or actually does work – even when they are at work! As a boomer, we would have been fired and there would have been 10 people lined up to take our job! I am tired of paying able bodied people to stay at home and people who are working, that behave like it isn’t their job to actually do the work they are being paid to do.
There is a sense of entitlement that needs to end!
Tina: This is one reason I love reading your blogs. It’s like a club I used to belong to. We all remember when shopping was fun and service was impeccable. It’s so sad we have to settle for less today and that our grandchildren will never know the difference. Another problem that I have encountered is not being refunded for a return. I had to hound Ann Taylor to finally receive a refund. Had I not followed up, I am sure nothing would have happened. So very sad!!
Sooooo common. If you build a shopping relationship with an individual in a store, they will take care of you. That is not always possible, I know. This is not just retail, it is everywhere. Also, many stores want to act like Amazon by offering 3rd party vendor product, but don’t stand behind the purchases like Amazon. It is hard to train staff when they stay home.
Sadly, I find this lack of customer service everywhere. I waste hours each month trying to track down real people. Even worse, when I finally reach someone, he or she seldom seems to be able to offer help. It’s beyond frustrating, and it makes me wonder what the world will be like in 10 or 20 years.
Funny how the younger generations smile, smirk and think we are old fuddy duddies living in the past.
I’m afraid those days have gone – everywhere. As the saying goes,
“The Good Old Days”!!!
Stanley Marcus is curling up in his grave and screaming in rage! And rightly so. Truly a disgusting experience. Now NM owes SAKS Fifth Avenue. Prepare for the worst!
So sorry you had that experience. I was a divisional manager back in the late 70’s to early 80’s. Back then, they were still run by the Marcus family. Mr Marcus used to regularly visit the White Plains, NY store and knew the names of most every employee. Back then, they would have called all their stores to see who had it in stock, expedited the shipping and called you back within an hour. Unfortunately, most stores are now owned by souless conglomerates. They forgot about customer service and treat their employees poorly! You are better off shopping in small boutiques where service is their bread and butter. Neimans is owned by the same corporation that owns Saks and Bergdorf Goodman.
I remember when gift wrapping was FREE (Marshall Field & Co); when men’s AND boy’s tailoring was FREE (Nordstrom and Marshall Field & Co); when you could get one shoe size 9 and one shoe size 9.5 and pay for ONE pair of shoes (Nordstrom); when you could call a department and actually speak to a Sales Associate who would HOLD an item for you (Marshall Field & Co).
Neiman Marcus was the gold standard in retail. I’ve shopped there (in person) and I’m astounded at your experience. I’d bet my life that you will be contacted by them…..please let us know what transpires.
Sadly there is no such thing as “Customer Service” in America any more. The one and only time I shopped there in person I was treated like a criminal. They kept watching me and actually approached me and suggested I try another store, like something you’d see in the movies. I’ve never in my life experienced, what I believe may have been discrimination. I am not one to use the racial card ever, but in this case, it sure felt that way. I was in my 20’s then and now in my 60’s. The incident was so incredibly hurtful, I’ve not shopped there since.
I have has similar experiences with Saks, NM and BG. If you don’t have the phone number of an SA, I can never find any help. The shipping/ return charges are rising. The stores are staffed by less than helpful sales associates. Leaving messages has never gotten me a call back. I just had a ‘three’ person call/transfer to a supervisor, who finally said that they would send me a $25 gift card, via email, for all my ‘trouble’ (Saks). Of course, it never arrived. However, he asked that when I receive my customer service evaluation via email, that I specifically mention his name, so he would receive a good review!!!!! I miss the days of lovely ladies who know how to dress, and treated us like guests in their home. Online is always a gamble. All the good SA’s are retiring as soon as they are able. It really is sad. A day of shopping and lunch was such a wonderful treat. I understand your frustration, Tina.
I have found that most places of business will not answer the phone. It’s as if they want/need to screen all calls before they respond to see if they have the answer. I think people can’t think on the spot anymore. Then they want to call you back when it might not be convenient for you. I feel your frustration. Customer service is dead.
Oh I truly believe that this is standard practice EVERYWHERE! The sad fact is, it is acceptable in retail. And we all wonder why retail is dying!!!!!! I am with you all the way, I grew up in the Neimans and Sakowitz era. They would deliver at no extra charge and it was a treat to shop at each. I don’t know what it is going to take, but I feel the younger generation sees nothing wrong with these practices!
Hello, I live in Florida and always go through my personal shopper in my local store. She’s amazing and always tracks down items I need, even from other stores. This is a free service for anyone. I have noticed that since SAKs, Bergdorf’s, and NM belong to the same company, fewer sales associates are available.
Yes so true as I’ve had the same problem with their sister store Horchow. I felt like I was on an endless quest for assistance. Items arrived, two separate times, broken upon delivery and it was as though it was my fault or so it seemed. Multiple calls yielded little assistance. It all seemed to be a confusing hullabaloo.
Had a horrible storm Tuesday. Lightning struck a pin oak between my neighbors & me. Lost a tv, among other things. No tv service on remaining tvs. Called AT&T & a tech will arrive 07/24‼️I worked for that
Company & we never made customers wait a week. Not good customer service.
Expedited shipping only means the method that it is shipped not how quickly it gets in the mail. If it is coming from a third party then Neiman Marcus doesn’t control when their vendors ship of if they even have it in stock. As someone that runs on online shop of made to order items, the ship date refers to the lead time that it takes me to get the material and fabricate it and I can’t always turn it around next day.
It is frustrating when you are in a rush but not always possible, not everything is JIT delivery.
Department store shopping isn’t what it used to be. It is so hard to find a sales associate to help out or even check you out. The stores have cut their staff to a minimum, so everything is self-service instead of concierge service.
Pretty typical- sadly. When we as a country decided to not have our own employees answer our own phones, we have failed the customer as well as our economy and job market. 30 years ago the jobs and phones were filled with young people starting to learn the corporate ropes. Now, our kids are struggling to find a way in to corporations and the customer experience is a gone.
This breaks my heart. I worked for Neiman Marcus in 2009 and the training we went through made a huge emphasis on impeccable service and going above and beyond in every scenario. It set a gold standard for the way I feel about service in retail and I am shocked to hear how things have changed. I think the other commenters are correct to say that service everywhere has fallen off a cliff. I hope things get better. 🙏
I bet you could have walked to corporate in Dallas in the time it took you to get nowhere on the phone. With online shopping so popular now, it is hard to get good service in store as well. It is so hard to find an available cashier in stores now that it is beyond ridiculous. And don’t even try the dressing room in the couture section. They are locked, and there is no one around who can unlock. I would never try this of course, but I bet I could find help if I were to walk out of the store with merchandise in hand!!!
It is obvious that the concept of “Customer SERVICE” has gone the way of the dodo. It is my understanding that Needless Markup has been acquired by Saks, and I’m happy to report that both Saks and Bergdorf Goodman still deliver their goods beautifully packaged.
I cannot begin to tell you how I dread having to make a phone call to any business. The confusing menu of options, “press 5 for XYZ” is exhausting, and impossible to remember the correct option when presented with a dozen or more.
I find it incredibly rude, not to mention poor business practices that we, the paying customers, are treated in such a shameful manner.
I share your frustration and commiserate with you.
I agree completely about Neiman-Marcus. It was my favorite store for 30 plus years. Incircle memories, private shopper for myself and baby from her birth until around 16. Gifts wrapped beautifully, Christmas catalog excitement, etc. Special lunches, a glass of champagne. (Atlanta, GA is my “home” store.)
I went into the Las Vegas store while traveling. Needed a specific dress I had seen online. Asked a clerk. She waited and then non-chalantly said “I’ve never heard of that designer. We don’t carry it.” I nicely explained that they did, I had purchased this designer’s items at NM several times and I saw the dress in a ad from NM. She looked at me like I was crazy, never made an effort to check with someone else, or try to even show me something else. I could find no other person to help me in the department. I left, vowing to find a different favorite store! I miss the service and the fun of shopping there—but no more. I did go to Saks and received excellent service – even had the dress I was looking for..
it’s a real shame. NM was “legendary” for many years. NOT ANY MORE.
I’m sorry this is long and thank you for making me feel like I’m not alone in my NM disappointment.
I can say, having worked in a brick and mortar location, things they are a changing’. And not for the better. So much phone customer service is done offshore and those people may speak English but they have no understanding of the language. Also working in the store, as I did, we were on commission and the online specials worked against the in store staff. For the store to be shipping through the vendor is bad. That means they have no control and that sucks. No longer the store Stanley Marcus took such great care with. He would be appalled. If you go in the store, the sales people are busy on their company phones because the management makes them send out a certain number of texts and emails to customers trying to get them to come in for an appointment or buy over the phone. NM is also so far in debt that they cant see straight. Bankruptcy and company sold over and over again. Now I work in a health insurance company, (I don’t talk with customers – it is more data entry) but the phone customer service is the same bad deal – offshore people who don’t understand and cant give good answers. Long holds and then no result. Wrong information. Promises made that are not going to be kept. Call backs promised and it wont happen because that person hangs up and there is where it ends – they dont tell any sup to call you back. I try now to shop in local boutiques where I can have a personal relationship with the owner and sales people. That is working. Sad about NM and I have seen that in most stores I have tried to shop with.
I have noticed the same thing as well. Customer service in many industries is appalling especially in retail. It is very disheartening. I worked retail from my teens through college and it was all about superb customer service and cultivating return clientele. Times have changed and not for the better.
Please post if you ever get a response! This is completely unacceptable! Sadly, the way of the world! Any company could stand out today by only offering good customer service!
You have had so many email replies that it just shows what is still important to a big portion of the population! I could not read all of the replies but generally agree. And it will not get better. What I would suggest is to look at shopping at the smaller independent stores in your area or make friends with a small store further away who will ship to you. These grass roots stores are so interested in you and keeping you as a customer and most of the time the owners are in the store and are wonderful to deal with. Most of them buy from the same vendors that Neiman Marcus and other department stores buy from. If, in the end, we give all of our business to Amazon, you will have no brick & mortar stores to left to buy from – please support independent and local stores, please! You will love it! And take your children and grandchildren along so they start to understand what service is!
A true Neiman’s fan, I too found service was declining and now that is owned by Sak’s, it will crater. Closing the original store downtown Dallas has upset the entire town!!! What a shame!!! Such retail history and professional service was a classic! Saks 5th has never lived up to the “specialty” of Neiman Marcus!
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Hi everyone, another Let’s Talk, although this could be called “Let’s Vent”! I will title this one- My Neiman Marcus Debacle: A Cautionary Tale
OK, I need to vent. Seriously. I went online to order two items (gifts) from Neiman Marcus that were fairly expensive. The whole process was a little confusing because I wanted second-day air shipping, yet under each item’s description, it said the product ships directly from the vendor and listed a ship-by date. Naturally, I then decided to call customer service to confirm If I pay for second-day air, does that override the vendor’s ship-by date? I was assuming “ships by” applied only to regular ground shipping. I needed these items by Friday.
The first girl who answered had absolutely no idea what I was talking about. I asked her to get a supervisor on the phone, and she told me there wasn’t one available. Instead, she offered to connect me to someone else. Twelve minutes later, she finally transferred me.
Now, a second woman picks up, and I explain everything all over again. I told her I needed these items by Friday because they’re gifts. Again, she couldn’t answer me. Her exact words were:
“Well…it’s a risk you might be taking, so I can’t really answer that.”
Excuse me? I’m trying to pay for expedited shipping, and no one can tell me if I’ll actually get my order in time?
So I asked her to get me a manager, and I was willing to wait. Twenty-four minutes into this circus, a gentleman finally gets on the phone. As nice as he was, he still couldn’t clarify whether overnight shipping or 2nd day shipping would guarantee delivery by Friday. He could not tell me if the vendor would honor the expedited shipping and ship it out as per the shipping I was willing to pay for. He basically told me my best bet was to call a local Neiman Marcus store to see if they had the items in stock, or else just roll the dice and place the online order. I was annoyed like you can’t believe but recgonized I was getting no where so decided to do that.
So that’s where debacle number two began.
I called my local Neiman Marcus. The phone prompts alone were enough to drive me insane. The first option was for returns. The second prompt — I kid you not — was for the restaurant. Keep in mind, this store has a “restaurant” that is about the size of a postage stamp. Why that’s the second priority, I have no clue. How about CUSTOMER SERVICE!
The seventh prompt was finally to speak to a customer service person. It rang and rang and rang. No one picked up. I called back. The operator answers, and I tell her I’m trying to reach a specific department. She puts me on hold, and again it rings off the hook. After what felt like a dozen rings, she comes back and says, “There’s no one available. I can take a message.”
A message?! I’m calling a national luxury department store and can’t reach a single human being in an actual department.
I told her I needed to speak with management because the same exact thing happened the last time I was trying to find a pair of shoes months ago, it all came back to me. It was so absurd I hadn’t forgotten it.
And then she says something that left me stunned:
“Management does not accept phone calls. They only take messages.”
What planet am I living on? If I ran my own business this way, I’d be out of business tomorrow. I’m completely stumped — and beyond annoyed. I had my heart set on buying those gifts at Neiman Marcus, but instead, I took my business elsewhere. Out of curiosity however I did leave my. name and number not to help with placing an order any longer but as an opportunity to speak to a manager about the abysmal service. I couldn’t take another minute so promptly looked up another store. Found on and that particular retailer made it easy, seamless, and fast.
Sadly and honestly, I don’t think Neiman Marcus is alone. I think this is widespread — and getting worse by the day. It’s incredibly disappointing. I used to be a big Neiman Marcus customer, but as I watched them decline, I started losing interest. After this experience, I can say with 100% confidence that I have zero interest in shopping at Neiman Marcus ever again.
Because of this whole fiasco? Nearly an hour of my day, completely wasted.
And the kicker? About six hours later, I get a text from Neiman Marcus saying:
“You forgot items in your cart…”
Thanks, but no thanks.
PS Did I ever get a call back from the “management office”? No.
________________________________________________
Writing this out made me feel better but I just cannot get over how bad this was. I mean this is Neiman Marcus! I think I could have gotten better service at The Dollar Tree! How about you, have you seen service falling to the wayside in general? It is sad to me as I think this in general, this is a trend in retail that is moving in that direction.
Not sure if it because they are short staffed ( it is reputed as a company they have been in financial trouble) but they were a store in particular that prided themselves on supreme customer service. Most unfortunate. Curious as to what you think. Thanks for stopping in and letting me vent, wishing everyone a fabulous day! Until next time….
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This type of customer service or lack of service is definitely happening more and more. I ordered some clothes from Ann Taylor. They took my order and I received a confirmation email and then it took them a week to let me know that they did not have them in stock. I then received emails on a regular basis wanting me to leave a comment on my purchase.
Hello Everyone, I rarely comment on any blogs since they are ‘your’ product and you still have 1st amendment rights. However, calling out a single customer with a single company is beyond the pale Especially since IT is a generational issue…I drink Hot coffee, my kids drink Cold coffee. I’m with you …. I prefer to speak to someone or send a detailed email so that the recipient has the information needed to actually resolve/respond to my inquiry. My kids…they will DIY everything…send a text, leave a v-mail msg w/o identifying themselves by name (only#), cryptic w/incorrect grammar, spelling and Yes, think I’m rude to take up so much time when communicating with someone. Your experience highlights the generational shift in Norms. I’d wager that those of a certain age agree with you (&me) but my kids…No way. They’d take the risk, order the item and send the gift late…sorry it didn’t arrive on time, didn’t have the time and No One…receiver nor gifter would be upset. ‘We’ wish for our gifts to be ‘on-time.’ So, take a breath, not everything ‘new’ is bad. My kids would have said…IF you wanted to make sure the gift was there ‘on-time’ (which means something different nowadays too…w/in what they deem is an OK number of days past an event) then You should have thought about and obtained it sooner. Sorry You had an abysmal experience BUT it wasn’t the fault of how Modern NM runs its business….unfortunately, their products are targeted towards ‘us’ so ‘we’ get upset…hence they get poor reviews and shows in their financials….an oil & vinegar situation. Wishing you a wonderful weekend…and Thank You for allowing me to comment. Kindly, KNJ
DITTO… you can’t make up how bad Neiman’s has become but it is rampant everywhere!!
The entire concept of “customer service” has been lost! From retail to public services (don’t get me started about the shift in attitude by librarians!) to the medical community, I find myself routinely frustrated. What has happened to us culturally is not anything to be proud of for sure.
As much as it is convenient to order items online , I sure wish we could go back to the “ old ways “ of shopping. Walking into a store where the item was available to take home. If not the sales girl would order said item for you. Now you can walk into a Department Store , see not one associate & wonder should you be serving yourself ? There certainly is no thrill with online shopping like there is with strolling into a store & walking away with shopping bags !!!!
I 100% agree with your feelings. At the same time Medicare can manage to to contact me at least 5 times a day…….so annoying……
The lack of customer service is pervasive in every aspect of life in 2025. Trying to connect with your internet provider when your service is out, your tv and phone is bundled into the”service” is so frustrating. And often the assistance is offered by a call center located offshore somewhere and the English is spoken with such an accent it is difficult to communicate! C’est la vie! Sigh!
I so understand your disappointment in customer service. I think it is a thing of the past sadly! I did pay for expedited shipping on another site – gold belly I think it’s called for a specific cake. Only to have it delayed and then delayed!!
I did not even bother to call customer service.
I agree with you totally. I ordered an item for the 4th of July from a top line store. My order went thru,and was told I would have in 4 days. This was in June. Nothing has arrived,the charge is on hold. But does sit there with new pending dates. No email from the company or call. 4th of July has long passed,and I have not been able to reach a person in customer service to cancel rge order. Sad indeed!!
I share your anger and disappointment. Your post was somewhat of an affirmation of my own feelings. NM has always been the standard. Disappointing for sure!!!
It is sad to say, but all the top department stores that I once shopped are no longer what they once were. Gone is the “would you like that gift wrapped” or just the fact that they would put your purchase in a beautiful shopping bag, all gone. There are barely any sales people on the floor and most have no idea about anything. It used to be that who ever worked in that department knew the merchandise and policies completely and you never needed to see a manager. Now if you can find a manager you are lucky. It’s like Where’s Waldo for managers. Good luck with your gifts, I hope all turns out for the best!
Yep! Stores don’t carry much inventory anymore and most things ship from the vendor. You and they lose control when this happens. If you can get the store’s customer service to call the vendor and check, it is not reliable. This is the new retail at every level. I am beyond sad. I, too, have had run-arounds with Neimans and reminded them “you are Neiman’s and offer better service” – no response. It’s gone. Luxury stores offer nothing better in service. Even my fave local independent shops are at the mercy of vendors actions. So dreadful.
So sorry you had a terrible experience. Now a days CUSTOMER SERVICE doesn’t exist. Neiman Marcus is not what it used to be. They don’t train their employees look what they have behind the counter they are on the phone or talking to another employee. It’s really bad that’s why these stores are failing and closing their doors.
What happened to you seems to be very common. I placed an order with an on-line clothing store on June 17. To date I have not received it. I called twice and was told it was packed and ready to ship. We will see!
Love when they put you on hold and after 20 minutes they disconnect you. This happens not only with retail but doctor’s offices as well. You have to listen to about a menu before you are even connected. Tina, I feel your pain.
I’m afraid what you describe is the norm, and sadly, not just for retail. IMO it is another outcome of the pandemic where everything was shutdown, people forgot how to have human interactions and we mostly moved shopping online. Now, less in-person staff who seem ill-trained and don’t grasp the concept of service are left to fend for themselves, I don’t mean to be cruel when I say they don’t care, they don’t grasp that concept either. It could be better, and some places it is, but mostly I fear it will just get worse.
I have had the same experience at Neimans. It has totally changed. I have now changed from shopping there. To Nordstrom, which has been amazing. It’s too bad because I used to totally just shop at Neimans.
Do you have information on the linens pictured? Love them!
You have every reason to be indignant. Unfortunately this is the world we live in now. I would wager a bet that these “customer service” associates are working from home and that’s why there was no supervisor available. Neiman Marcus use to be the gold standard, they have fallen from grace.
Saks global has acquired Neiman for 2. 7 Billion. Mergers like this always cut cost of services for their bottom line . Nordstrom is also not as great as they were .Nordstrom is closing a big store here .Maybe if one sees something on-line call a sales person or go to store and have them order for you .At least you would have a contact person. Why has this happened? Amazon
Sorry to hear about your negative experience with NM..
I have had only excellent experience with the Lis Angeles store.
Customer service? Customer centric is no longer in practice at stores like NM,Saks,—even Nordstrom is iffy these days. “bots” do not provide personalized customer service.
Agree with you. Go directly to the vendor and bypass the store. It is shameful
You are absolutely correct! Customer service in many stores and online banking is basically dead, except for your online sales!
Neimans has totally gone downhill, except for their prices. It is very sad that customer service has basically been forgotten. I must say that the customer service you provide is excellent!
You are not alone in your feelings. No one answers telephones anymore, department stores, hospitals, et al., and it’s maddening. It’s like playing Russian Roulette, trying to get a live person and then most of the time they can’t help or want to put you on hold AGAIN. This is another rant but it certainly plays into this scenario, and that is the lack of basic education displayed by people working in the public sector. We need to do better in both areas.
I just went thru this type thing with another company. It went on so long with not response. Finally after becoming so angry, I sat down and wrote a letter and sent copies to two other executives.
Surprise I finally got customer service to email me.
I was in sales for 25 years. We never treated clients this way. It is the new norm I’m sorry to say. Many companies don’t even publish a phone number.
I hate it.
Stanley Marcus is turning over in his grave!
I feel your pain! I’ve have dealt with the lack of customer service at many stores recently. David Yurman at Lenox recently gave me no customer service.
I have noticed the only store that has great customer service is Publix grocery store!
So frustrating. Most stores do not have associates to help you with anything. I wish the ads on t.v. would tutor, in a fun, clever way, about manners and graciousness that most people have forgotten, and many never knew existed. We are a long way from a big beautiful country.
I say send this to the President of the company. As one who has worked in customer service all my life, ladies clothing , banking and real estate I value you nothing more than great service and yes it is rare. You expressed my sentiments exactly on how infuriating that experience was. I used to say ,” Give a customer great service and they tell one person. Give bad/ no service and they tell 10 people. People always want to know the secret to success….great service, answer the phone, return calls. It’s not rocket science!!!
I also had a bad experience with NM and only continued with an order because it was on a tremendous sale. Otherwise I would not deal with them
Neiman Marcus is now owned by Saks global. Good luck with online orders for either. So sad but the days of “customer Service” for both of these luxury stores seems to be over. I’ve had bad experiences with both. I now will drive 40 minutes to the nearest Neiman Marcus rather than deal with them online!
Your vent made me feel better too. I had a similar problem at Christmas and paid expedited shipping twice for shoes for my son-in-law. The first pair wasn’t going to make it. They said they would reverse charge afterwards. That didn’t happen. Neiman’s was an institution. Definitely not the same.
Hi Tina, I feel your pain! That scenario has played over and over in my life and many others I am sure! The other thing that you didn’t encounter (this time) is dealing with someone that you cannot even understand. That’s the worst! As far as customer service for all and any place I can simply say not enough humans are being employed, let alone trained. The very sad thing is that I know so many people that are trying to find some kind of work but because of the new way of getting a job and by this I mean applying online it’s nearly impossible. I don’t know how anyone gets hired anymore. The process is NOT user friendly and is very frustrating. One more thing I have noticed with customer service is that many, many are working from home( dogs barking, kids playing!) which is why they cannot quickly get a supervisor. They are probably in a different country!!! I hope things change someday soon but who knows.
Sadly Tina,
This is the new norm.
Businesses are no longer interested in going the extra step, and it is quite evident by the Lack of Human Interaction on the phone.
The best part is when you press 1 for Spanish and 2 for English ( which irks me to begin with, it should be English first), and when you hit 2, you get a person from India or some other country who you can’t understand a word they are saying.
This is why businesses are failing; they make it painful to shop, and God forbid, as in your case, you have a question or a problem.
I hate to say it, but the most pleasant experience with issues or returns I’ve had is Amazon; they are paying very close attention to what is going on in the retail world. They are expanding the quality and selection of their products and moving into high-end items. Unfortunately, what you and many others have gone through is happening more often than not today, and it is very frustrating for the consumer. I feel your frustration.
I agree and have noticed this in retail stores as well as restaurants. I think it began (or at least took a bad turn) during the pandemic. Businesses got used to being short staffed and making excuses about vendors during that time and never seemed to let go of those responses and, instead, began using them as ongoing excuses. Unfortunately, I believe it’s a generational thing as well. Customer service isn’t being taught. So sad.
Nieman-Marcus has surely changed. Perhaps it’s unsurprising that it’s having problems.
Some years ago our NM went from a person who was actually in the store answering to a person who was sitting in another state and knew nothing about the store, location or staff.
At the same time our NM had an actual customer service department. You could get questions answered about your bill, gift wrap etc… Now the employees do that.
Our store did a gig remodeled about 15 years ago and went so high end that I now have trouble finding anything there except for makeup.
I worry that Saks will not be much better. Have you seen the DT Saks store off of Union Square in San Francisco?
Only way to buy something is to have a relationship with one salesperson. That person is your go to for everything.
Oh my goodness! I was a happy and loyal Neiman Marcus customer for over 20 years. I cut them loose a couple of years ago. They in fact are not the same lovely, dependable and quality store they once were. Their product AND services are far far far beyond disappointing. It’s a shame. Absolutely unrecognizable to what they once were. Not sure they will ever figure it out as they continue to circle the drain. Good luck to you and save yourself! Good news, better is out there!
I completely agree with Elaine! I live in a small southern college town and would have to drive two hours to get to a department store! Amazon has become my “go to” shopping destination. As much as I want to support local businesses, they have to be within my daily travels. The quick delivery and easy returns that Amazon offers remove the frustration of phone calls with people who I don’t understand and/or getting no resolution to an issue.
I definitely feel your pain!
Omg this very topic can raise a persons blood pressure for sure. I have experienced this exact situation. Sadly, I have experienced it with several doctors office too…apparently they have off-site phone centers answering their calls to make appointments and leave messages. Then you pray they call you back.
My first choice for shopping is still a “brick and mortar” store, but I understand times are evolving. It might be worth writing to the department store and voicing your disappointment.
If you can believe this the NM store in Dallas is in the process of closing. If there flagship store is not making it what can be the future of their other stores?
I feel your frustration ,Tina! I encounter this type of nonservice in so many venues. Apathy and arrogance seem to reign!! UGH
Neiman Marcus is in trouble and they are closing their flagship store in Dallas. I am in Troy.Mi and I can easily walk to Neiman Marcus Its a 15 minute walk The store has a lot of help but although it is stocked in many departments you have to order a lot of things if you want them They no longer carry much stock in the stores same for SAKs and most other high end stores Somerset Mall was the first High End mall in the US All the high end stores had stores here originally and they were high end in Customer Service too. I used to shop at Bonwitt Teller all the time for clothes and all accessories and also SAKs which were the two Anchor Stores. Now SAKs remains Bonwitts is long gone. Nothing is the same and you can pretty much forget customer . service. One day i was walking through SAKs on my way out and stopped at EStee Launder Perfumes . I asked the saleslady there if they still carried Youth Dew and she said Yes and quoted me a price . I then told her I get it on Amazon in the Bath Oil also but its much cheaper there She immediately asked me how much i was paying and i told her for both items, She immediately said she will match Amazons price if I buy it from her at SAks!!!! So you can see what is going on……
If you Google the business news Saks has been very very slow to pay its vendors and there has been a rebellion among them . Saks is in big trouble. With issues like this, and NM owned by Saks…. Everyone has acquired everyone for the good of shareholders, not the consumers who actually shop at the store. Amazon doesn’t have to worry about shareholders. So here we are.
I am saddened by the complete absence of customer service at a store that built its reputation on customer service! When I was. a girl, the Neiman Marcus ad in the Sunday Dallas Morning News was always an open letter from Stanley Marcus to a customer, containing an anecdote about an encounter at The Store. It always led back to the importance of being The Best, as evidenced by the fact that the president of the company took an interest in the day-to-day customer experience. I am at a loss to explain how, 5 years after the pandemic, there are not enough retail employees, and those who work are not motivated to excel. The department stores look like ghost towns, and because everybody shops online, the stores don’t carry the merchandise if you do want to go shopping! I am so glad you brought this up in your blog.
I’ve used the Horchow website – a division of NM and had several problems. I wandered if the web site was some students first attempt at website design. Didn’t fit the character of the brand.
I’m also finding customer service in other places is rapidly declining.
I have to say that The Enchanted Home has outstanding customer service.
Especially the employee named Margaret Cherubino. She is a joy to deal with via email.
It’s time to go back to good old Customer Service, Classic Manners, Good work ethics, Change of attitude, Get rid of laziness, and get this economy moving again! Nobody seems to give a rats ass anymore. It drives me crazy. I am even signing my daughter up for Etiquette classes. Get off the cell phones, computers. Talk to people, communicate, help out others and get the businesses up and running! There is no such thing as “ Can’t “. Turn the Negative into Positive.
Customer service and quality control have basically become non-existent. I can’t tell you how many hours I have spent on the phone trying to get parts that were missing from an order. The phone prompts that you need to get through to speak to a human are so frustrating that by the time you get to the human you’re already in a bad mood! And then when customer service sends you to a foreign country where English is not their first language – It’s just not right. Even health insurance companies do this. I say it”s downright pitiful.
I’ve also noticed Neiman Marcus’s decline. Despite their financial reorg, Saks Fifth continues to come out ahead. I’ve been loyal to Neiman for decades, but more often than not, I end up purchasing from Saks or even Nordstrom. I’ve also observed that Neiman’s no longer carries several of the premium designers they once did, which only underscores the shift.
Maybe I can assist in the understanding department. If an item ships firectly from the vendor there is nothing the store can do to expedite it. This term was set in the contract by the Buyers department and no one in the store is in control of changing it. 2. Neiman Mrcus has been purchased by Saks so I’m uncertain just how long they will remain a major luxury brand and are probably in a chaotic mess at the monent merging two cultures. 3. Brick and mortar retail is struggling. The sales personnel at “needless mark-up” are commission only …so I would say the people on the sales floor are most probably dealing with a customer in front of them and could care less who is on the phone, they are trying to make a living. Lastly, next time you run into this issue… find the manufacturer of the item and deal with them directly. They would gladly do a two day shipping arrangement if in fact they are in control of their inventory. Not all retailers hold the manufacurers inventory.
Neiman Marcus has been bought by Saks Global. I wonder if that is the reason behind the decline in service.
Sadly, NM, Saks, and even Bergdorfs, are almost impossible to do over the phone business with!
No such thing as great Customer Service anymore! Very very sad! Calgone take me back 20years when it was much easier to shop at fine speciality stores!🤔😥🙃😌
I’ve had similar poor customer service at NM. I cut up my credit card, only support them now as last resort. Bloomingdale’s gets most of our local shopping business. They seem to still care about customer loyalty and service.
It be is definitely aggravating! I have gotten so upset with orders from very high end stores because of the delivery time. Knowing I needed what I had ordered and it comes in after the fact! By the way I love the mirror in the foyer picture. I have the same one! Had it for years!
…MD offices as well which WORSE…
I have learned that when I am in NM or Nordstrom and I get really good service these people want to stay connected by texting me sales etc. I also will text them about items in the store I want or are looking for. They work on commission and are very happy to be my personal shopper. You might give that a try. I bet they could have helped. Mine have found sold out items at other stores and shipped them to me.
As a regular NM shopper , I was a sales hound, I’ve noticed a big shift. They have dropped many designers I preferred. But times they are
a changing. Plus, the physical stores don’t have the sizes or section like online. No it’s not just NM sadly
It appears to me, since Covid, a great many stores, restaurants, even whole shopping malls are and continue to shut down. They become “ghost towns”. They simply have not financially recovered. Therefore, these companies have no choice but to make hard decisions as to “where to go from here” situation. Our economy still flounders to this day with high prices for items, poor customer service, and unemployment. It’s so sad to see how our lives have drastically changed. I really do miss the “mom and pop”, and 5 & 10 cent corner markets where THEY knew what customer service was about. Also, remember the days when there were gas station attendees where THEY pumped your gas and cleaned the windshield? There is NO EXCUSE for what we are handed today.
I worked in customer service for a large bank and retired recently. The amount of bankers taking calls with this same type of behavior by the time I left was sadly disappointing. Even though they were trained on certain items, they would transfer the call because they were too lazy or simply didn’t want to work. It has become more prevalent at many companies. I showed up and gave my customer everything they needed. I did call backs all the time if the problem was larger and needed research. It seems that we now have a different culture of employee. I’ve been a Nordstrom shopper for many years and I still think they have they best training and customer service still. There will always be a few bad employees but Nordstrom has maintained a standard.
I believe Saks 5th avenue has bought Neiman Marcus! So maybe it will get better!
Customer service is lacking today to say the least. I remember when you could call a store to see if an item was in stock and they go look to see and let you know after a short hold. What happened to this?🤬😳🤡
My mother, a Texas native, was a personal friend of Stanley Marcus and I am sure he is spinning in his grave ! Neiman Marcus was the Gold Standard….what a shame.
It is a sign of the times and one basically needs to steel oneself just to make a phone call. Classic example is when you hear “Press 1 for English” and the person on the other end has broken English with an indecipherable accent. I recently had an unpleasant experience with slacks I purchased from Laura’s. FedEx lost the parcel so after much ado, they sent me another pair, which was the wrong size so I needed to return them. They don’t offer refunds, just a gift card, which I finally was able to use in a city that had a store. On line shopping has its own set of problems for sure.🤔
Neimans was bought by Saks Global last December. Sales tanked and there are troubles with finances, vendors, etc.
I had a similar customer service experience a few Christmases ago and that, combined with an internal theft/use of my NM charge account, that was it for me. Such a shame!
Off to look at all the blue & white. Much more fun!
Yep….and that’s why Amazon is such a success nowadays…..
Absolutely “yes” this is an unfortunate trend and far more the norm than the exception!
Something similar happened to me when ordering some bedding at Macy’s that my friend needed quickly… so I paid the extra shipping cost for 2nd day air and it arrived 5or 6 days later. When I called to ask for a refund for the additional shipping, it took awhile, but I did receive the refund for the shipping and when the item finally arrived and I wanted to return it because we had moved onto something else, they just told me to keep it. Unfortunately it’s not something I will use but at least they made it right.
At some point in this whole fiasco, I was informed that 2nd day air does not apply to items that ship out from the vendor, so at least I finally had my answer, albeit after the fact. But I give Macy’s credit for doing their best to “make it right”.
My favorite store from the past is Jacobson’s. I loved everything about them right down to the way they folded the tissue paper in their beautifully embossed silver boxes – and they were real boxed that were pre-formed, not the ones that fold up flat! They were only in MI (I lived in Rochester Hills where we had a lovely store) and in FL (loved the one in Ft Meyers). Gone are the days of customer service and sales people who knew their stock and were happy to bend over backwards to help you find what you were looking for.
What I’d like to know, is why nobody wants to work or actually does work – even when they are at work! As a boomer, we would have been fired and there would have been 10 people lined up to take our job! I am tired of paying able bodied people to stay at home and people who are working, that behave like it isn’t their job to actually do the work they are being paid to do.
There is a sense of entitlement that needs to end!
Tina: This is one reason I love reading your blogs. It’s like a club I used to belong to. We all remember when shopping was fun and service was impeccable. It’s so sad we have to settle for less today and that our grandchildren will never know the difference. Another problem that I have encountered is not being refunded for a return. I had to hound Ann Taylor to finally receive a refund. Had I not followed up, I am sure nothing would have happened. So very sad!!
Sooooo common. If you build a shopping relationship with an individual in a store, they will take care of you. That is not always possible, I know. This is not just retail, it is everywhere. Also, many stores want to act like Amazon by offering 3rd party vendor product, but don’t stand behind the purchases like Amazon. It is hard to train staff when they stay home.
Your issue is a common one with on line shopping. I have experienced the same….. with all stores….
Welcome to my world! No one takes calls or answers the phone any more. And they wonder why so many are going bankrupt.
Sadly, I find this lack of customer service everywhere. I waste hours each month trying to track down real people. Even worse, when I finally reach someone, he or she seldom seems to be able to offer help. It’s beyond frustrating, and it makes me wonder what the world will be like in 10 or 20 years.
Funny how the younger generations smile, smirk and think we are old fuddy duddies living in the past.
I’m afraid those days have gone – everywhere. As the saying goes,
“The Good Old Days”!!!
Stanley Marcus is curling up in his grave and screaming in rage! And rightly so. Truly a disgusting experience. Now NM owes SAKS Fifth Avenue. Prepare for the worst!
Customer service is a thing of the past with most companies.. They only care about sales. Sad but true.
I always have my “special person” at Neiman’s and Saks who will do anything for me. I learned going the impersonal route gets you nowhere.
I would be curious to know if this article was brought to NM’s attention, and if it was, did they contact you?
So sorry you had that experience. I was a divisional manager back in the late 70’s to early 80’s. Back then, they were still run by the Marcus family. Mr Marcus used to regularly visit the White Plains, NY store and knew the names of most every employee. Back then, they would have called all their stores to see who had it in stock, expedited the shipping and called you back within an hour. Unfortunately, most stores are now owned by souless conglomerates. They forgot about customer service and treat their employees poorly! You are better off shopping in small boutiques where service is their bread and butter. Neimans is owned by the same corporation that owns Saks and Bergdorf Goodman.
Customer service is at an all time low across the board. It is so frustrating, everything seems to be such a challenge these days.
I remember when gift wrapping was FREE (Marshall Field & Co); when men’s AND boy’s tailoring was FREE (Nordstrom and Marshall Field & Co); when you could get one shoe size 9 and one shoe size 9.5 and pay for ONE pair of shoes (Nordstrom); when you could call a department and actually speak to a Sales Associate who would HOLD an item for you (Marshall Field & Co).
Neiman Marcus was the gold standard in retail. I’ve shopped there (in person) and I’m astounded at your experience. I’d bet my life that you will be contacted by them…..please let us know what transpires.
Sigh…….
Sadly there is no such thing as “Customer Service” in America any more. The one and only time I shopped there in person I was treated like a criminal. They kept watching me and actually approached me and suggested I try another store, like something you’d see in the movies. I’ve never in my life experienced, what I believe may have been discrimination. I am not one to use the racial card ever, but in this case, it sure felt that way. I was in my 20’s then and now in my 60’s. The incident was so incredibly hurtful, I’ve not shopped there since.
Order from Scully & Scully and you will get a live human and they will go out of their way for you.
I have has similar experiences with Saks, NM and BG. If you don’t have the phone number of an SA, I can never find any help. The shipping/ return charges are rising. The stores are staffed by less than helpful sales associates. Leaving messages has never gotten me a call back. I just had a ‘three’ person call/transfer to a supervisor, who finally said that they would send me a $25 gift card, via email, for all my ‘trouble’ (Saks). Of course, it never arrived. However, he asked that when I receive my customer service evaluation via email, that I specifically mention his name, so he would receive a good review!!!!! I miss the days of lovely ladies who know how to dress, and treated us like guests in their home. Online is always a gamble. All the good SA’s are retiring as soon as they are able. It really is sad. A day of shopping and lunch was such a wonderful treat. I understand your frustration, Tina.
I 100% agree with your feelings. At the same time Medicare can manage to to contact me at least 5 times a day…….so annoying……
I have found that most places of business will not answer the phone. It’s as if they want/need to screen all calls before they respond to see if they have the answer. I think people can’t think on the spot anymore. Then they want to call you back when it might not be convenient for you. I feel your frustration. Customer service is dead.
Oh I truly believe that this is standard practice EVERYWHERE! The sad fact is, it is acceptable in retail. And we all wonder why retail is dying!!!!!! I am with you all the way, I grew up in the Neimans and Sakowitz era. They would deliver at no extra charge and it was a treat to shop at each. I don’t know what it is going to take, but I feel the younger generation sees nothing wrong with these practices!
Hello, I live in Florida and always go through my personal shopper in my local store. She’s amazing and always tracks down items I need, even from other stores. This is a free service for anyone. I have noticed that since SAKs, Bergdorf’s, and NM belong to the same company, fewer sales associates are available.
Yes so true as I’ve had the same problem with their sister store Horchow. I felt like I was on an endless quest for assistance. Items arrived, two separate times, broken upon delivery and it was as though it was my fault or so it seemed. Multiple calls yielded little assistance. It all seemed to be a confusing hullabaloo.
Had a horrible storm Tuesday. Lightning struck a pin oak between my neighbors & me. Lost a tv, among other things. No tv service on remaining tvs. Called AT&T & a tech will arrive 07/24‼️I worked for that
Company & we never made customers wait a week. Not good customer service.
Expedited shipping only means the method that it is shipped not how quickly it gets in the mail. If it is coming from a third party then Neiman Marcus doesn’t control when their vendors ship of if they even have it in stock. As someone that runs on online shop of made to order items, the ship date refers to the lead time that it takes me to get the material and fabricate it and I can’t always turn it around next day.
It is frustrating when you are in a rush but not always possible, not everything is JIT delivery.
Department store shopping isn’t what it used to be. It is so hard to find a sales associate to help out or even check you out. The stores have cut their staff to a minimum, so everything is self-service instead of concierge service.
Oh, this is typical!!! It’s everywhere!!! And getting worse. Extremely frustrating!!!
Pretty typical- sadly. When we as a country decided to not have our own employees answer our own phones, we have failed the customer as well as our economy and job market. 30 years ago the jobs and phones were filled with young people starting to learn the corporate ropes. Now, our kids are struggling to find a way in to corporations and the customer experience is a gone.
Received the same type of customer service from Longchamp. Long time customer but will NEVER shop there again.
This breaks my heart. I worked for Neiman Marcus in 2009 and the training we went through made a huge emphasis on impeccable service and going above and beyond in every scenario. It set a gold standard for the way I feel about service in retail and I am shocked to hear how things have changed. I think the other commenters are correct to say that service everywhere has fallen off a cliff. I hope things get better. 🙏
Drop ship from vendors do Not expedite
Ever
Plan further in advance for all on line orders
Retailers do not see people coming into store anymore- so they have connections to vendors and do drop ships
If you lived near the Neimans you could have talked to a person
Bottom line is not good customer service anymore it’s how fast you ship it out
I bet you could have walked to corporate in Dallas in the time it took you to get nowhere on the phone. With online shopping so popular now, it is hard to get good service in store as well. It is so hard to find an available cashier in stores now that it is beyond ridiculous. And don’t even try the dressing room in the couture section. They are locked, and there is no one around who can unlock. I would never try this of course, but I bet I could find help if I were to walk out of the store with merchandise in hand!!!
It is obvious that the concept of “Customer SERVICE” has gone the way of the dodo. It is my understanding that Needless Markup has been acquired by Saks, and I’m happy to report that both Saks and Bergdorf Goodman still deliver their goods beautifully packaged.
I cannot begin to tell you how I dread having to make a phone call to any business. The confusing menu of options, “press 5 for XYZ” is exhausting, and impossible to remember the correct option when presented with a dozen or more.
I find it incredibly rude, not to mention poor business practices that we, the paying customers, are treated in such a shameful manner.
I share your frustration and commiserate with you.
I agree completely about Neiman-Marcus. It was my favorite store for 30 plus years. Incircle memories, private shopper for myself and baby from her birth until around 16. Gifts wrapped beautifully, Christmas catalog excitement, etc. Special lunches, a glass of champagne. (Atlanta, GA is my “home” store.)
I went into the Las Vegas store while traveling. Needed a specific dress I had seen online. Asked a clerk. She waited and then non-chalantly said “I’ve never heard of that designer. We don’t carry it.” I nicely explained that they did, I had purchased this designer’s items at NM several times and I saw the dress in a ad from NM. She looked at me like I was crazy, never made an effort to check with someone else, or try to even show me something else. I could find no other person to help me in the department. I left, vowing to find a different favorite store! I miss the service and the fun of shopping there—but no more. I did go to Saks and received excellent service – even had the dress I was looking for..
it’s a real shame. NM was “legendary” for many years. NOT ANY MORE.
I’m sorry this is long and thank you for making me feel like I’m not alone in my NM disappointment.
I can say, having worked in a brick and mortar location, things they are a changing’. And not for the better. So much phone customer service is done offshore and those people may speak English but they have no understanding of the language. Also working in the store, as I did, we were on commission and the online specials worked against the in store staff. For the store to be shipping through the vendor is bad. That means they have no control and that sucks. No longer the store Stanley Marcus took such great care with. He would be appalled. If you go in the store, the sales people are busy on their company phones because the management makes them send out a certain number of texts and emails to customers trying to get them to come in for an appointment or buy over the phone. NM is also so far in debt that they cant see straight. Bankruptcy and company sold over and over again. Now I work in a health insurance company, (I don’t talk with customers – it is more data entry) but the phone customer service is the same bad deal – offshore people who don’t understand and cant give good answers. Long holds and then no result. Wrong information. Promises made that are not going to be kept. Call backs promised and it wont happen because that person hangs up and there is where it ends – they dont tell any sup to call you back. I try now to shop in local boutiques where I can have a personal relationship with the owner and sales people. That is working. Sad about NM and I have seen that in most stores I have tried to shop with.
I have noticed the same thing as well. Customer service in many industries is appalling especially in retail. It is very disheartening. I worked retail from my teens through college and it was all about superb customer service and cultivating return clientele. Times have changed and not for the better.
Please post if you ever get a response! This is completely unacceptable! Sadly, the way of the world! Any company could stand out today by only offering good customer service!
You have had so many email replies that it just shows what is still important to a big portion of the population! I could not read all of the replies but generally agree. And it will not get better. What I would suggest is to look at shopping at the smaller independent stores in your area or make friends with a small store further away who will ship to you. These grass roots stores are so interested in you and keeping you as a customer and most of the time the owners are in the store and are wonderful to deal with. Most of them buy from the same vendors that Neiman Marcus and other department stores buy from. If, in the end, we give all of our business to Amazon, you will have no brick & mortar stores to left to buy from – please support independent and local stores, please! You will love it! And take your children and grandchildren along so they start to understand what service is!
A true Neiman’s fan, I too found service was declining and now that is owned by Sak’s, it will crater. Closing the original store downtown Dallas has upset the entire town!!! What a shame!!! Such retail history and professional service was a classic! Saks 5th has never lived up to the “specialty” of Neiman Marcus!