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January 2021 by Karen S.
Visited the store today with my daughter and we were completely ignored by the sales staff. I can see why the store is closing, and I won't miss this store at all and will spend my money elsewhere. I agree with other reviewers that they appear to profile customers, enthusiastically greeting older Caucasians and ignoring others, even refusing to make eye contact. One sales person was too busy texting on her phone to even look up at us.
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December 2020 by Dechen B.
TLDR: this place racially profiles customers. had a run in with one of the staff her name was IRMA. there were others. will make your experience feel like you're a second class citizen After a long hiatus from yelping, I was reminded why I yelp in the first place. To call people on their BS Came here to return an expensive gift that I could not use. Went to the top floor (women's floor) for customer service. We found that many registers were closed so we just looked around till we found one. While my bf returned the item, I looked around to see if there was anything I might want with the store credit. After a bit, I realized I had to pee so I looked around for a map. I found a directory and the women's bathroom was on it, but no map. So I just wandered around to look for the bathroom. Out of nowhere, I hear behind me "Hey! hey! hey! hellooo!" and I'm like, I know no one is speaking to me like that so I keep walking. This woman proceeds to get closer and keeps yelling at me like I'm doing something wrong. I turn around and see this short old woman with 3 inch thick eyeliner running after me. (Later I catch her name, it's IRMA) She asks "Hey! What're you doing? Are you looking for the restroom?" It didn't feel like she wanted to help, it felt more like she thought I was doing something wrong in the store by just walking around looking for a restroom. Mind you, I'm just walking around like any other customer minding my own business. I'm not near any items that I could pocket or anything. I tell her yes. She then says very rudely and offensively "it's down at the other end of the store" After that, I'm incredibly irritated from her yelling at me, unprovoked. I get out of the bathroom and find my bf and point out the old lady (Irma) who just chased me down for looking around the store. The old lady then proceeds to go over to another lady, the one who helped my bf with the gift return and I can see that lady look at me as the old lady is likely discussing me and my bf. probably asking what we bought to see if I'm a paying customer. When my bf goes to use the bathroom I wait outside and watch the two ladies because I'm beginning to think they're profiling customers. I see the lady who helped my bf with the return starts following a middle aged black man, clearly out of her section into different clothing areas. I can tell she's bothering him because he's walking a foot in front of her and barely speaking to her while she's tailing him and trying to see his face asking questions. He doesn't want help but she keeps following him around until he gets so fed up he leaves. Then she pretends to tend to a rack and takes off a sweater and looks at herself in the mirror with it. Like we all know you have no business in that section??? I hate to make situations all about race, but this was a certain case where it was undeniable. There were so many other WHITE customers walking around who were not chased down and questioned about what they were doing. But the two POC on the floor were immediately followed and questioned. That's when I had enough. Went to get that old lady's name which is IRMA. The other lady who followed the man was blonde and older as well. Don't know what it is with place. Definitely hiring a racist service staff is not the way to go down in 2020, Neiman Marcus. Would've spent that money I got back from the gift there (which was quite a lot) but after that, thought it was better in the bank account than spent on a pretentious, racist store. If you've never experienced being profiled in a store and being followed around (way more than anyone else) this review will probably seem overblown. But for those out there who know exactly what micro-aggressions are and can do to you, you know what I'm talking about. Please do not shop here. Take your money and dignity else where. I felt incredibly frustrated and angry the rest of the day because it's crazy that you can put
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December 2020 by Shelley Z.
We place more orders online during this pandemic season. But what I ordered online (gold crystal) vs what I received (silver plain) are totally different product. Was told refund will be issued after they receive my return which could be after the new year. Should have gone to the store.
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November 2020 by Jamie M
Wish I could give 0 stars. If you go to this Chanel (which I highly recommend you don't) stay far away from Anna. She's the WORST SA EVER!!
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October 2020 by Lynn T.
Been here quite a few times to pick up my Chanel earrings, purchased my Gucci heels when they were still opened (Gucci is no longer here as of today when I visited), and many more. Today I wanted to check out some Louboutin heels, the lady with blonde pony tail came to ask me what size right when I picked up a pair. She was quick about it. I tried on a 36 and 36.5 (usually I'm a 36) but it was probably the particular style that did not fit me well- which happens a lot in these designer shoes. I expressed my concern how it made my heels lifted when I walked and she made a face then replied "it's not the right size then" as she put the heels away and did not offer to help me further. I was really interested in that pair but I didn't want to give them my business nor any commission for her. Usually, this is where they'd suggest what to do next or even try on a different size or style. This NM location always has such tense staff whenever I come in and not helpful at all. They look cold and not even a smile. Definitely need some training.
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October 2020 by Gretchen J.
Went to buy some chanel bag and wallet but met with disappointment . 3 ladies helping one lady while I stood there for 15 minutes . The manager is very rude and did not listen to what i was asking her at all . When she went to check on N inventory I wanted she never came back. The older lady I asked to show me a pink wallet( that the manager did. Not even show me .) took the wallet and as I was looking At hand it to me but then grabbed it from my hands and proceeded to show me the wallet . I was to stunned by the lack of care and clearly both employees thought I was just browsing ... even if I was thE treatment I got was uncalled for . I don't recommend this place at all and they won't get my business . I used to love going to Neiman Marcus at SF which I got excellent SERVICE . I guess Walnut Creek Neiman Marcus is an exception . Definitely won't go there and will tell friends not too.
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October 2020 by R K.
So damn rude. The ladies in the Shoe department are extremely rude. I will take my business to Nordstrom.
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September 2020 by Purlie C.
I've received good customer service from this store in 2020 until I wanted to return one item a few days ago. The sales associate accused me of using the handbag I wanted to return because the suede interior had white lint on it. I purchased two luxury bags prior and they both had minor issues upon delivery (NM tag cut off the bag and extra hardware that did not belong to the bag). I was thrilled with both of these bags and kept them. NM clearly does not examine the items before shipping them out and pawns these issues off on another customer. Me! This was the condition of the bag when I picked it up curbside in WC. She stated she could not accept the return as the bag was used. I never used the bag, the NM store tag was attached, white tissue inside the bag and I was within the 30 day return policy with my receipt. She conferred with a manager and I went over to them as they talked to explain again. Ultimately they accepted the return. There was no apology for this rude treatment and the sales associate had the nerve to offer to help me buy another bag in store. Really? After all that? She insulted and humiliated me in public! I said, "No thank you." Buyer beware if you shop this store or purchase online and try to return if you change your mind. Terrible customer service. I will NEVER give them my business again.
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September 2020 by Parris P.
Awesome service, nice, patient. They helped me narrow down my decisions and gave me all the details about my items. Showed me all the different options and colors based on my interest.
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July 2020 by Eliza W.
Love this store especially it has the Chanel boutique. I highly recommend Anna with the Chanel Boutique whom I had the best experiences shopping Chanel bags in the past years. Anna is a highly valued professional who always put customer's interests on top and caters my needs always promptly, with genuine care and exceptional patience even during the shut down. I bothered her much more than necessary on the transaction level but she always fulfills my needs extremely professional. For each contact and transaction done with her help, they were truly heart sing moments and pure delight. Would highly recommend her to everyone.
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July 2020 by Mimi M.
So happy the Neimans has opened again. You have to make an appointment online before they let you in, but this will probably change as the weeks go by. You also have to be escorted to the bathroom. Most of the sales staff seemed to be back. There wasn't any new merchandise since March, as far as I could tell, but that will change once things get back to normal. Great sanitation - hand gel to use everywhere, free paper masks and plastic gloves etc. Great store.
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June 2020 by Zainab K.
BUYER BEWARE! Neiman Marcus has terrible customer service and will try and get you stuck with an item. I would give them negative stars if I could. Never will I ever buy another item from Neiman Marcus online. I purchased a Tamara Comolli leaf necklace with pendant for someone for $703. I only got one leaf. The picture showed three. I didn't either get the 18K gold chain. That was written in the description as well. I ordered the item on June 12. It arrived on Tuesday, June 16th missing the parts listed above. I immediately called their customer service number. The representative said they would take care of the gold chain but he had to confirm that the extra leaves came with the necklace. He promised he and customer care would call me within 24hours about the leaves. No one ever called. So I called on Wednesday. This representative made excuses for the first rep that he would call me (he didn't) and said that the gold chain should have come and it will take 2 business days for them to get back to me about the leaves. I was told to wait till Friday when they would process everything together. He acknowledged he owed me the chain. No one called me on Friday either. I was done. I didn't want this necklace. At this point, who knew if the chain would ever come? I called and asked for them to return it. The rep said I would have a return label within the hour. I waited five hours before calling. This rep said I had to pay for shipment back. I said I would write a review about NM and he hung up. On Neiman Marcus's website, it states, returns are free. I called again. This time, I asked for a supervisor -Pattina. She said that FedEx would come on Tuesday and collect the item. And if not Tuesday, then Wednesday. I looked closely at the packing slip that came with the FedEx shipment. On it, in tiny writing, it states I only have 14 days to return the item. This whole charade makes me think that Neiman Marcus is trying to buy time so that I will be stuck with the half item.I still waited for FedEx on Tuesday (yesterday). Nobody came. Last night, I called my bank and I asked the charges be reversed. I told my bank everything (I still do NOT have the gold chain). It is ridiculous to think I will spend $703 for a 1 inch mother of pearl pendant. I know the price of gold. This is the first and last time I will ever buy anything from Neiman Marcus. I ended up buying a beautiful ring from Nordstrom because I know that they don't change their policies and won't give me the runaround.
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March 2020 by Matt V.
I visit this store ones or twice a month I like the selection of Moncler clothing they have, l order online from them as well and is easy to return merchandise if you don't like it.Super nice customer services, highly recommend this place
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February 2020 by Jim S.
My first NM experience was an online purchase a couple weeks ago. Website was malfunctioning, so an online sales associate placed the order. She was very nice. A few days later I got an email notice my order was ready for in-store pickup, battled my way through traffic and parking issues only to find out it was not really there. The in-store customer service representative was very nice. I returned the next day after checking availability and discovered the very nice online associate had ordered the wrong color. Processed return and reordered right color from the very nice in-store CS rep. All seemed fine. But two days later I get an email that a third of my order (3 matching curtain panels) was cancelled because it is now sold out. I called online customer service, spoke to a manager to see what could be done. I hoped there was a way to get a panel if one is returned. She was unhelpful, rude, and lied to me. Said she looked up my order and then, when she could not tell me anything about it, told me it was against policy for them to release any information (manufacturer, which is on the NM product page and, color) on the product. She said I must have Googled to get the info. Her focus was clearly not on helping; she just wanted to dispatch with the customer and call. I sure hope she is not training others. This is not the expected level of customer service for an upscale store. Or, actually, any store.So, my two stars is for the helpful, competent, and empathetic in-store customer reps. If I could, I would give the online store zero stars. What a mess, and to top it off, rude about it.
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February 2020 by Colleen C.
St. Valentine's Day lunch to die for. We ordered the special champagne cocktail, it was very good but I Champagne. I had the lobster & shrimp Louie salad, it was delicious. My ordered the 1/2 chicken salad sandwich, cup of soup (it was lobster or shrimp) & fresh fruit. All yummy. We saved room to split the special Red Velvet . Im not a big desert person but my , ed it. Reasonable amounts of food, always expensive to me but as a special treat 100% Worth It!
