Company Name:
Neiman Marcus
Company Contact:
Jewelry Department Manager
Company Address:
The Plaza, King Of Prussia
King of Prussia PA 19406
Country:
United States
Company Phone
1-610-354-0500
Incident
I received 6 Bangle Ippolita Bracelets this past month for the holiday. The braclets all have their tags attached to them that show they were purchased from NM. The attached tags also give the identifying information (SKU # and cost) for each item I was returning. I called NM prior to driving the 1.5 hours it takes me to get to the store to tell them the situation and that when I would be arriving. I called both the NM King of Prussia store and the 800 customer service phone number posted online. I was told by both, that NM would either credit my NM charge, receive a store credit, or be able to make an exchange for something else. I was very specific that they were gifts and did not have a receipt. I was told that because the NM tags were attached so "It would absolutely not be a problem". I arived at NM yesterday, 1/4 around 3:30pm. The cashier took the merchandise and told me she just needed to get a managers approval for the return. Unfortunatly, EVERY SINGLE manager was in a meeting and I would have to wait about 2 hours. She directed me to the food court where I could wait. As I sat in the food court, like a dummy, I called the store several times and was being put into voicemail boxes. I was finally transferred to the store's corporate secretary. The secretary told me to come back to the store and she would find a manager to help me. This is not how NM does business. She apologized and said that this situation should have never happened. I walked back to NM... And waited another 35 minutes for a manager to come to meet me at the jewelry counter. The unpleasant Jewelry Manager still refused to accept my return, make an exchange or help me in anyway because I did not have a gift receipt. Remember, THEY HAVE THE TAGS ON THEM! She kept saying how does she know they were from NM? I was talking to an insane person. I was given a form stating they were keeping my merchandise to do research on the items to help me return them. I told them I was taking two of the items back home with me, which I did, and NM kept the other four. The paper I received does show all the information on the 4 items they were 'researching' in order to help me process my return. I called NM today to followup on the situation. I was STUNNED when I was told me they do not have items and they returned them to me yesterday before I left the store! Are you kidding me? As of right now, they have stolen over $1,000 dollars in jewelry from me! I have a NM itimized form that says they have my items and are researching them. They say, sorry - nothing I can do to help you. I have no refund and no merchandise now. How can they get away with wasting four hours of my time and then stealing from me? What type of shady organization is this? They do not accept Visa or Mastercard and I regularly pay by cash or check because of this. This is absolutely crazy. Never, never, never will I step into a NM store again. Any advice I would greatly appreciate it.
Damage Resulting
I was not returned my items and now they are 'lost' at NM. They say they are not responsible even though I have a paper they gave me showing they took them from me yesterday to possibly research my return. I have two other bracelets that, thankfully, I took back home with me. I figured even though I didn't 'love' them, I would deal with them. I thought maybe it would help speedup the return. My rationalle was, if the return was for less money they could speedup the return process. I am stuck with those too now. The total, without tax, of NM merchandise they are saying they do not have totals: $1,250.00. The braclets I took back home with me and cannot return totals: $645.00, again without tax! I went to the doctors today to get a perscription because of the stress of this situation I am so updet by this whole thing. I basically felt like a theif for returning Christmas gifts!
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