Thank you Mustafa and Leonard! Next level service from them both. Treated like a king as I rushed in a tux for alternations with no notice for a fair price and received it back and beautiful 3 and a half days early. Beautiful work, lovely experience, would recommend to any Neimans shopper that needs expert alterations in a pinch. read more

Decent customer service, they just didn't have what I needed. After a not so good visit with Nordstrom I made the decision to check out Neiman Marcus to see if they had an item I was interested in. The women's shoe area looked semi chaotic yet tidy all at the same time- how is that even possible?? Lmao. I did a bit of browsing on my own and stumbled across the Versace Palazzo Slides. Finding someone to grab my size was harder than it really needed to be factoring in how many employees were simply standing around. Employees legit come off like they don't want to be bothered and they're definitely not interested in making a sale. I ended up having to flag a gentleman down and asked him to grab 2 separate sizes for me to try. There was unfortunately just one of the sizes available and it just so happened to be a little small in length than I wanted. The SA let me know that I could place an order for the half size up but overheard my complaint about how loose the actual band was and informed me that the band would only feel even loser since I would be going up in size. 3 stars for his assistance and being so informative. I'm glad he was honest because that saved me the hassle of purchasing and then needing to come back with a return. read more

Nightmare is an understatement. I ordered a physical gift card then called customer service to see why it had not shipped 3 days ago. This should arrive before Christmas because I placed it 11 days out. Customer service call 1: 30 minutes we can't find the Order Customer service call 2: 45 minutes This isn't our order you have us mixed up with another retailer. Customer service call 3. 45 minutes. This isn't our problem. We can't find the order even tbough I showed him the AMEX transaction. NM uses an off shore, 3rd party fulfillment center to ship physical gift cards. I'm out $1000 and have no idea if/when rhe gift card will arrive. I called this location and was blown off and told to call customer service. This is not a LUXURY retailer. I get better service from Macys or 7-11. Totally disgusted. Will never shop here again. Worst customer service in the retail industry by far. Thanks for ruining my Christmas and wasting my time. 12-17 12 Noon. Update from 12-16 Note to CUSTOMER RESPONDER. SEND ME A MESSAGE IM THE PAYING CUSTOMER NOT you. This gets more pathetic by the day. read more

This review is for the curbside pick up only. I placed 3 separate orders, all with a gift with purchase. 2 of the 3 orders were said to be "ready same day" but days later, one of the 2 "same day" orders was still showing up as "in process." After calling them, I was informed that staff had not processed it but the item was in the store. Since my orders had been delayed, I had to go inside the store to return one of the items, as I no longer needed it. Upon arrival, there were no directions to the curbside pickup support so I called again to connect. No one was at the counter so there was more waiting and calling. I was given 3 packages but because of some internal inkling, I opened the packages to check before leaving. I discovered quickly that 2 of the 3 were the gifts with purchases and did not actually include the purchases. I'm so glad I checked beforehand! Had I gone home with the items, I would have had to come back to pick up my 2 other purchases. So annoying! Buyer beware and consider just having packages sent to your home (much quicker) NM - train your staff to be more efficient! read more

I'm went into the Chanel boutique and I had to deal with the Boutique director. She was extremely rude to me and shouted at me in front of her staff. I have never been treated so badly by a retail store. I plan to contact Chanel corporate and also file a complaint on the better business bureau. It's Better to drive a bit and shop at the Chanel boutique in SF. read more

This is one of my all time favorite stores! It's a very special occasion for me when I treat myself. I was really looking forward to my visit since I don't live in the area anymore so I was so excited to see all my favorite designers... As soon as my daughter and walked in I was overwhelmed with the gorgeous perfume area. It had been 10 years since I had purchased a new fragrance so I asked the salesgirls for some help finding me a new one. I'm super, super picky about fragrance overall; there's nothing worse than smelling a horrible scent... it reminds me of insect repellent:) And boy did I find one. Its called 'Maison Francis Kurkdjian" and it's just heavenly. The best part is mine was the very first purchase of this fragrance so they gave me a bunch of swag too. I got a travel size and a body lotion. I also picked up a few Godiva boxes for Valentines Day. This is a special store for one of a kind purchases! read more

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My fiance bought me Chanel for my birthday this year. Although we've been together for 13 years he still seems to impress me. I went into the store to exchange my gift for another pair although the one he got me was beautiful, I had my eyes on something else. The girl that was helping us was very helpful. They had a lot of selections of purses and sunglasses. You do have to stand in line as they open the Rope for you to get in and out they don't let too many people in at once. Everyone there was very welcoming and they made our shopping experience nice. read more

My husband bought me a gift and paid the express shipment fee to be delivered on time for Christmas. It never arrived. He called Neiman Marcus and they figured out they sent it to the wrong address, apparently fed ex was holding the package. The representative gave my husband the address of the fed ex location to pick up. Once there he was told they could not release the package without authorization from Neiman Marcus. So he calls neimans and they also refused to release the package!!! He showed his identification, he was the purchaser and the receiver of the package. Absolutely ridiculous! They had him drive to the Fed Ex, sit there for 2 hours with the Neiman marcus representative and now they have to return the package-refund the money and he has to reorder the item! Waste of time and poor poor customer service. Will definitely NEVER EVER shop there again. read more

My experiences with Neiman Marcus in Palo Alto has always been positive over the years. Although, I don't shop here frequently, I have noticed they carry higher end items that other stores do not. This past month, I bought a Moncler jacket as a gift. During this time, Neiman was holding a promotion on select merchandise. When I called their customer number to order this jacket, the rep did stay that this brand was excluded, however he ended up providing me a $100 discount, which I know is not normal, but I was again extremely impressed with their service. I thought to myself, Neiman does provide a great overall experience. When we realized the jacket would not work for him, I ordered my backup jacket(a Canada Goose model) in the store. Later that week, I called back the customer support number and asked if they could transfer the discount because the original item did not fit properly. This new rep said he that he could not provide the same $100 discount but he could provide me a 10% discount, which I thought great, something is still impressive. However, he noticed that i had already ordered this jacket in the store and took the last available size for this particular jacket. So, now comes a string of calls their customer support line and to the Palo Alto Store manager(Chris), with no call back, and then repeating to call them back with that Chris is not available or that there was no one else available to help me. At this point, I wanted to drop my case because simply, this was not worth my time, however the principle of what Neiman Marcus's customer support reps were telling me did not match up with the store experience, which made utterly no sense to me at all. Because of a small nominal discount, Chris and Neiman Marcus has lost my business to Nordstrom and I would not speak highly of their customer service to any of my family and friends. This is a sad conclusion to the golden image I once had of Neiman Marcus and their service. read more

This review is for Kani P, sales associate at Chanel. I've made several purchases at Chanel boutiques over the years but have never met a SA that I would like to continuously work with, until I met Kani! (I've had my fair share of terrible SAs in the past and have been mistreated even though I was a serious buyer.) Kani is friendly, professional and really willing to help you to look for the items you want. I started working with her earlier this year and have been able to add two new pieces to my collection. I appreciate her patience, responsiveness and willingness to answer all questions I've had. I'm definitely looking forward to purchasing seasonal pieces from her in the near future. read more

Great place for designer items and denim. I love the options. The store is always warm and seems like they don't like to turn the ac on. The POS IS VERY SLOW AND I had to ask for someone to assist me after shopping around for 30 minutes. Could be better. read more

Called this location to inquire about their in store fragrance counters and before I could even ask a second question the woman flatly said "I have guest in front of me I need to run" not even can you hold or can I call you back!!? I collect fragrances and always enjoy the experience. I can see the customer service there will not be worth the drive so I will be taking my business to SAKS read more

My childhood department store. Yes you heard me. Been shopping here since I was a kid. Even my grandma was very well known. Like the show "Cheers" where everyone knows you're name. My grandma was that. Fast forward now. I'm doing the same with my son. I used to work here also almost 20 years ago. When I shop at Neiman Marcus. I get treated like royalty. I really don't have to spend a lot of money why! Because I treat the employees with kindness and respect. I absolutely love their beauty department. In fact that's my favorite. Second would be up in the second floor. Of course the jewelry to. They renovated the department store. So some of the departments are switched out to the other parts of the store. Clean and organized store. Louis Vuitton used to be sold here. No more. Now they have their own store within the shopping center. The Chanel in store boutiques are still here. For all of you're Chanel fixes. A few cosmetic brands are no longer sold at Neimans anymore. This store is always evolving so you know. I don't know why there's some negative reviews. But for me my experience has always been top notch. Pros: Excellent customer service and merchandise. Cons: I have to get to know the new layout of the whole place. I was nearly thrown off. read more

Went to Palo Alto and did some shopping and found out the store has a wine bar! Love it! Wonderful to sip champagne while shopping. Great idea! Makes the whole shopping experience to a higher ground! Go check out the wine bar! read more

Service is terrible at the women's show department. No one is available to help you . i called a few times the store operator states to leave a message and still no return call Now I know why I shop in San Francisco- its worth the drive for great service read more

This review is for my awesome Neiman Marcus SA, Jingjing. She's super helpful, friendly, and promptly responds to my requests. She's also so upbeat both via test messaging and in person (I love that about her!), which match my upbeat-self. She helped me with my Christian Louboutin items, whether they are in her assigned areas (1st floor for women's and 2nd floor for men's) or another department (i.e. shoe department - she'd smoothly transitions the service to another SA). Her customer service performance is superb! I totally appreciate her assistance every time! Thanks so much for taking care of my shopping needs, Jingjing! read more

I'm extremely disappointed with the service I received. I purchased a pair of heels from this store and wore them only once, only to find they were already damaged. When I went back to the store to get them fixed, the lady refused to help or offer any solution, despite the shoes clearly being defective after just one use. This is completely unacceptable for new, expensive heels. I expected much better customer service and quality. I will not be shopping here again and would not recommend this place to anyone. Also on top of all of this the shoe department manager snatched the shoes out of my hands and treated me bad. Even another employee told me that this is not new! That this lady behaves like this a lot with customers. The shoes were expensive and I simply wanted to exchange them or get them fixed. I will never recommend for anyone to come shop here. read more

Waited on hold for over 20 minutes, they cant be bothered to pick up their phone. left my number with their answering service, highly doubt that they would be bothered enough to call me back. It makes a lot more sense why their business is struggling. Why pay a premium for their products when they can just treat you like trash. read more

I am not a big fan of shopping, but I am happy I found sales representative Lala who made my life much easier. She offers great options and sends all the items directly to my home. She is a true professional who makes me come back. Recommended! read more

Imagine driving from Sacramento to Palo Alto just to regret not going to Nordstrom 20 minutes away from home. La mer associate refused to color match me for 145$ foundation. Middle eastern lady with white striped hair at Chanel actually responded to me by saying "wasn't that lady over there helping you before? Well then ask her to do it for you" when asking to look up my account. Asked Chanel lady if they had a certain lipstick and she looked at me and said. we should. And that was it. Best part of the visit!!! Being treated like a criminal because the address on my account didn't match my id. Surprise!!!! People move! Who knew? On a side note... I'm rooting for the day they get the notice that their company finally lost to bankruptcy and they can all go apply at Walmart together, because that's the only store with comparable service. read more

Must be the worst NM out there.. people commenting on not being vaccinated,also wearing material masks not recommended.. Watching two people of color being harrassed in Customer service. Having to get an item from a high shelf upstairs as no one was around,Mgr came over after 10 min and took me to a register in mens dept where and older person was working.He starts to help me and then someone calls on phone and he just ignores me.he hung up and then dialed a no while I am waiting..No more. You can work with a lot of vendors at their websites and get better pricing as well.! read more

This is for the Chanel Boutique in NM. My sister and I were in the area so we wanted to drop by Chanel to say hi to my regular SA and to browse a bit, but today I got an SA who is the complete opposite of my regular one. Her name is Blake and she treated me with intense disrespect, condescension, rudeness, and passive aggression. I very politely asked about the types of bags that were in stock and she seemed to make no effort to help me -- I asked her what was available in the cabinets as I scanned the minimal offerings in the store -- to which she said "you should look around more and then I'll open the cabinets" Then later she also has the audacity to comment on the bag I was wearing that day, she "thought" it was Chanel but I told her I didn't wear it today... I got the feeling she was treating me poorly based on the way I was dressed, that I looked young, and assumed I had never bought a Chanel bag before and couldn't afford to. The whole experience made me feel uncomfortable, unwanted, basically like a peasant who wasn't good enough to get any decent treatment. Before leaving I asked her 3 times for her name but she just walked away and told another SA she was taking her break, so I told the other SA the nasty treatment I had with BLAKE. The SA told me that she has been with Chanel for a little over a year... I would say if you're ever in line at this store and Blake is assigned to you, you should ask to wait for someone else, anyone else but her. P.S: I noticed another reviewer below who also experienced this horrible, disrespectful customer service form Blake. The person has an Asian name so I wonder if Blake is discriminating based on ethnicity... read more

Last week we went to their gift department to get a house warming gift. The sales person Jim was friendly, helpful and professional. He went above and beyond to help us select the perfect gift. We were very impressed by his personal and attentive service. Jim, thank you so much for your help! You are wonderful and Neiman is extremely lucky to have you! read more

When they have big sell i got 2 items waited 3 weeks! And they cancel for reasons, they are out stock!!! When I checked online shopping they have excaly same thing same size I bought ! I never ever buy anything from neimam marcua read more

Neiman Marcus - Shoe Stores Near Me - Palo Alto, California

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On July 5 2023 I ordered a Veronica Beard dress for $705 from Neiman Marcus. They mailed me the wrong dress by a designer called LaLigne. I returned the dress thinking that they packaged it incorrectly. They re-mailed the same dress, told me they do not sell the dress they mailed to me and I was out $705. I had been a frequent buyer but never again. Whatever you do, do not buy online. Go into the store. They will rip you off. read more

Awful! Cant get a sales associate to call me back so i can order a gift. Online order wont guarantee items will be shipped together in a gift box. So, what exactly is so special about Neiman Marcus? read more

The remodel is beautiful now that the cosmetics, handbags/accessories and shoe department are much larger, open and airy... and womens clothing takes up the entire second floor I believe... but I'm still not very impressed with customer service. I've shopped at this location off and on for several years and it's always very hit or miss. Some times the staff is very helpful, other times not at all. Recently I visited the store to return an online purchase and afterwards I browsed. I'm specifically looking for new and interesting non-mainstream fragrances right now and NM has several. It was 7pm on a weekday and there was almost no one else shopping in the store at the time yet hardly anyone approached me as I spent a solid 30-45 minutes looking around the handbags, fragrance and cosmetics section. One woman in handbags said hello (but that's it), and one very pleasant gentleman in cosmetics asked me if I needed assistance as I was looking at the Armani fragrance display (which is very cool, by the way... see my photo of the glass jars you can lift up to experience different scents). That's it. I often like to just browse but such a low level of interaction was kind of disappointing, to be honest. Without many other customers in the store, you would think they would want to try to make a sale, and since I was not on a time limit I could have easily chatted about fragrance notes and style ... and possibly walked away with something new. But I did not. Parking is plentiful, and they can do a return at any counter - which is very helpful. Just know that YMMV when it comes to service. read more

Neiman Marcus - Cool Armani perfume display to experience different scents under glass. - Shoe Stores Near Me - Palo Alto, California

One year ago I bought a pair of Celine sunglasses in the store but they had to order it. Normally, the saleswoman would call me back when they arrived, but one week later I still hadn't received a call so I called them. Despite leaving several messages since no one would answer the phone, nobody called me back. Even the woman who I bought them from wouldn't return my call. Finally, I gave up and drove to the store to look for them in person. At the store, I found a salesperson who looked for my glasses but they said they still hadn't arrived. I asked them to look again after showing them the shipment information and eventually they found them. I then asked to speak to my saleswoman. She claimed that she didn't have time to call me to let me know they had arrived although they were there for several days. I asked if I could speak to their manager but they claimed the manager had already left for the day. The sales manager called me back the next day to apologize which was the only good part about my experience. For a luxury store, I'm really surprised at how poorly trained the staff is. read more

Noelle's Yelp Notebook 2014 Came to Neiman Marcus recently with my mom, my husband and baby. We were shopping to find a birthday gift for our dear friend. I was in search of parfume from the French Fashion House of Annick Goutal but unfortunately they didn't have any in stock at the time. Patrick in Cosmetics/Fragrances provided excellent customer service from start to finish. He was able to let us sample beautiful fragrances that smelled amazing. We found the perfect scent and purchased the gift set. They have a decent selection of Chanel and La Mer (but not nearly as plentiful as Nordstrom). They have a nice selection of purses. Customer service in the purse department was excellent. I was able to check out the YSL Classic Sac de Jour in person, had the sales clerk write the info on a card, and I passed to my hubs as one of the items I would like for my upcoming birthday in February. I like the ambiance of Neiman Marcus, the high-end brands and the excellent customer service. Just as a side note, they now accept other cards such as VISA, whereas in the past it was only the Neiman Marcus and AMEX card. read more

Neiman Marcus - Complimentary HOH - Shoe Stores Near Me - Palo Alto, California

I was planning to get a special gift for our anniversary. I know she loves Chanel, so I decided I wanted to get her the first Chanel bag in her collection. I found a Niemen Marcus location in Stanford mall. I spoke with Linda and she was very helpful and knowledgeable. I found the lamb skin handbag which she would love! It would be her first black bag in her collection. Linda would check in they had this in stock, but unfortunately they didn't. She checked other stores and there was one available! I got lucky and was satisfied with the service. She would have it delivered to my place in 5-7 business days with signature required. Linda was very professional and one of the best service I ever had. She added me to her contacts just in case I ever shop here again. read more

Neiman Marcus - Shoe Stores Near Me - Palo Alto, California

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I can't get a single sales person to help me buy anything. I'm literally picking men's Balenciaga and Valentino shoes - sales people are avoiding customers? No wonder retailers are doing poorly- they have terrible sales people. Literally what is Neiman Marcus paying these people for? read more

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The whole NM experience is very frustrating. I was trying to buy a sweatshirt and I placed the order FIVE TIMES!!! with different credit cards, with different representatives, even the manager, and through the store. My orders got cancelled, I called every single time about the issue and NOBODY knew why. Everybody said "there is something wrong with your information". I asked them" what information do you need, I can provide it to you." And nobody has it. They forward the issue to the risk department and my order got cancel AGAIN! Actually, the FOURTH TIME!! My shipping address and the billing address are exactly the same, and this is not the first time I place an order with NM. I was just trying to find the root cause and no one could help. Eventually, I have to drive to the store to pick it up myself. For a top ranking luxury brand store, I am so surprised and disappointed that the whole experience can be this exhausting and frustrating! And this type of customer service and altitude is horrible. read more

I bought two Bernhardt sofas from NM online. I assumed that since both Bernhardt and NM were good "brands," the service and products would be great. However, the sofas were subpar--far worse than our previous Bernhardt sofas--cushions that can't be flipped, lack of firmness or support. I doubt they'll last more than a year or two (& they cost a lot of $). Though the sofas arrived in good condition, NM never asked for any feedback about our experience. I definitely wouldn't recommend buying furniture online through them. read more

I saw these pair of shoes in store but they didn't have it in their inventory so the salesman said they'll order it online and ship it to me (a 2 or 3 days shipping) so I said yes and paid. The shoes never arrived so I called. The lady said they cancelled my order and no one sent me any notifications. She said they have my information and the order...but no one contacted me that they cancelled my order. I asked why no one tried to notify me, she just said it's an error on their part. Then said I have to wait at least 5 days for the charge to disappear from my credit card. read more

Today was not a positive experience at NEIMAN MARCUS (Palo Alto). My mother in law took me to the Cafe for my birthday and it was a very pleasant experience its when we decided to wander around the store after and found ourselves at the hourglass counter hoping to get a color match for foundation and when I looked and made eye contact with the girl at the counter she looked me straight in the face and turned and walked away. So I went to Sephora and they were more than happy to color match and help us. Get it together NEIMAN MARCUS you're not the only store that sells skincare and cosmetics. read more

I'm not the one to 1 star something but man.. I've never been here until this year. I ordered a pair of sunglasses as a Christmas gift thinking nothing of it, I work nearby but live in San Jose. When I got home I wanted to triple check (thinking associates already checked) and come to find out not only did they give me the wrong styled glasses but they were clearly worn. The lens had multiple deep scratches and the frames were scraped. It seemed like someone dropped these glasses and returned them. I don't think associates are checking to make sure it's good to give a customer. Totally ruined the experience. Make sure to check your order in front of an associate if you order pickup. read more

This is one of the worst branches with terrible customer service. First they force sell you some clothes that look unflattering, then when I am back to return I am shuttles around the store ... empty counters but no one wants to do anything. A sale is going on but the store is empty you wonder why read more

Marilyn in the perfume department was such an incredible help. A true veteran in her field and profession. She greeting me out of the several associates that were standing around. I'm a store manager at the Livermore outlets so I understand a high traffic environment. Neiman Marcus is well staffed and I didn't see feel a costumer obsessed environment. Mrs Marilyn spotted me from a distance to acknowledge me and help me. She also went an extra mile to help me with a online order exchange that she found a solution for me which was greatly appreciated. Thank you Mrs Marilyn for giving me a positive experience when I didn't feel noticed. read more

Was on the hunt for a pair of shoes...they did not have it but tracked it down to a store in Texas and got it to me. YAY for Neiman!

Shout out to Linda Henson at the Joe Malone counter- she had excellent customer interaction skills. Very positive attitude and great personality read more