For Christmas I purchased my wife a pair of So Kate Patent Pumps through the Neiman Marcus online store. To ensure they arrived on time, I did two-day shipping, and they arrived appropriately. As it turned out, they were too small. Naturally, I returned the pair at the Northbrook Neiman store, and purchased a different size on December 27th, 2022.
Here's where the issues start. Because I initially did two-day shipping, the store clerk gave me complimentary expedited shipping. However, the shoes didn't arrive within that first week. Given the New Year holiday, I gave the Neiman Marcus team the benefit of the doubt.
On Monday, January 2nd, 2023, I called the store for the first time. The operator told me that the delivery was scheduled for Wednesday, January 4th, 2023. Again, I figured maybe the holiday disrupted the typical expedited timeline. The operator also took down my email address and said that I would receive a shipping notification when the delivery went out.
After waiting till the end of the day of January 4th, I gave the store a call again on Thursday, January 5th, 2023. This time, the operator told me that the shoes would be delivery the next day (today).
I called for the first time today (Friday, January 6th, 2023) at 1PM. After explaining the numerous delays to the operator, she told me that the order was still "processing" and was scheduled for delivery on Monday, January 9th, 2023. I restated that the order was delayed multiple times, and she said she would check with the warehouse. Then, I was put on hold for about 10 minutes prior to being randomly transferred to Debbie, a store clerk who wasn't previously informed of the situation at all.
Once again, I explained the full situation to Debbie. Debbie said that she would cancel the order and refund my purchase. Additionally, she gave me her direct line, so I wouldn't have to go through the operator again. Finally, she said she'd text me a picture of the receipt once the order return was put through.
After waiting a little while, I decided to go through the operator system again anyway. The operator transferred me to the store, and the clerk that answered hung up on me immediately after answering the phone.
At this point, I decided to just wait on Debbie. About an hour I called back and left a voicemail, she then texted me, "I was told they were delivered today."
I replied back, "They were not. And I literally spoke with an operator before speaking with you. The operator told me the delivery date was pushed again to January 9th. Please cancel my order and refund my purchase."
About ten minutes after that, I gave her another call, and again she told me the logistics team said the shoes were delivered today. I told her they weren't and reaffirmed that I want her to cancel my order and refund my purchase. Alternatively, I planned to drive to the store to speak with them in person. She mentioned she would speak with the head manager, and that's the last I've heard of the situation at present point. Still no refund nor order cancellation to my knowledge.
Long story short, Saks Fifth Avenue has the So Kate Patent Pump for the exact same price on their website. I'll order from them with all luxury apparel purchases, and save myself the trouble of writing an essay in the future.
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Update
After posting this review, I got in my car and began driving over to speak with the store manager in person. About 10 minutes into my drive, I received a text from Debbie confirming that the purchase was finally cancelled and refunded. Additionally, I received a copy of the new receipt via email.
Despite finally receiving the order cancellation, I'm absolutely shocked that I had to put in this much effort for it to finally occur. I stand by everything I said regarding Saks Fifth Avenue as my future go-to resource for luxury apparel purchases. read more