Neiman Marcus - Palo Alto, California

Dada L.

Today, I went to the Chanel boutique at Neiman Marcus Palo Alto to try on some clothes. When I walked into the store, I was completely ignored—there was no greeting at all. Then, a man who claimed to be the ready-to-wear manager assisted me, but he was extremely arrogant and rude. He kept emphasizing that he was the manager.

I was interested in a bag and wanted to compare the small and mini sizes, but he dismissively said, “This is a classic style,” with a condescending attitude. Later, when I tried on a jacket, he asked me who my SA was. When I told him the name, he said he didn’t recognize it.

Then, I showed him on my phone, and he asked if he could take a picture of it. Before I even had the chance to respond, he had already taken the photo without my permission. This made me feel extremely uncomfortable and that my privacy had been violated.

The entire shopping experience was unpleasant and frustrating. Is this really the kind of attitude a Chanel manager should have?

EJA H.

My sister and I were greeted by lovely hostess, Laura, who went out of her way to accommodate our wishes and ensure our experience was unforgettable, and it was! Laura is genuine and sincere and treats you as if you're the only person who matters. Our service was excellent as was our food. We arrived just as the restaurant was closing. She spoke to the chef who made us something special and delicious which Laura delivered to us herself!! In addition, she kindly checked with us after we were served to ask if we were satisfied. We were more than satisfied. Laura is a wonderful representative of the kind of employees Neiman Marcus is known for. She should be recognized for her exemplary customer service. We will be back.5-STARS!!!

Arnet G.

Getting my wife’s dream purse for her birthday! Was a wonderful adventure the clerk was super attentive and took care of us. Parking was a challenge in my lifted truck!

Rita C.

I've always had wonderful experiences and customer service in the store location. My story is related to online orders. I recently ordered two cakes, a lemon vodka liquor cake (which was a hit!) And a chocolate Espresso Liquor cake. When we opened the chocolate cake tin, we were surprised to find that the entire tin was filled not with chocolate cake, but with the round paper Neiman Marcus sheets.... I'd guess around 1000? More? I emailed customer care, making it very clear we were not asking for a refund, the laugh was worth it (of course I had purchased it at a very discounted sale price). I received a reply that I'd be refunded and "as a gesture of goodwill" I could "keep the Neiman Marcus sheets" I received. Hopefully someone actually reads this and enjoys the laugh we had. I do wish I'd been able to try that chocolate cake!

Jennifer W.

My husband and I have been very pleased with this Neiman Marcus location. We primarily buy fragrances and have been helped by several associates. Each of them has introduced us to some of our favorite fragrances. They always let us know of store promotions and make sure we are getting the best prices. Not to mention, they are very generous with samples and freebies with purchase!

Atulya W.

The best fragrances in the bay except for maybe ZGO in SF. The selection is unrivaled. Marilyn and the team are knowledgeable about the fragrances and are on top of bringing new lines to the store. Among their offerings: PDM, Mind Games, Initio, private blends of Armani, YSL Hermes etc. Always something new to try. And most importantly the staff are always gracious and helpful. I visit Neiman often to smell the fragrances and always take my time before buying. Marilyn and team are respectful and make an effort to get to know the customers, no matter how much you spend. The difference in service is palpable. I will take my business here over Bloomingdales any day.

Nicole M.

I have been coming to this Neiman’s for years but today I had a very bad experience that makes me never want to come back. Today I came into buy a refill of my foundation from the clair de peau make up counter. The sales lady was helping another lady when I got there, which I understood, but then 15 mins passed with me just standing there without her acknowledging me. She could have literally just called another sales associate over to help me.

25 mins go by with me just standing there and she finally finished up with her first customer and apologized to me. I told her the product I needed and then the lady said "the brand does not make these anymore, we don't have any but let me check". I asked why the product was out in the display case if they don't make it anymore. She said "they just don't".

While she tried searching for the product, I went on to the Nordstrom app on my phone where I saw that they literally had the same product. I told her kindly, "it's fine you don't have to keep looking, I found it on the Nordstrom's site". The lady turned really rude, scoffed, and said "good luck with that, I already told you the brand is not making this foundation anymore". I snapped back and said "no need to be rude, if the brand didn't sell this then why is it in stock on Nordstrom's site and available for next day shipping as well?"

Horrible experience, a waste of time, and rude and uninformed sales associate who has no idea about the brand she is literally in charge of selling. Neiman Marcus is supposed to be a high end store with service to match instead I wasted 30 mins of my time and was met with service that I would expect at a 7/11.

PS: the manager responded to this review telling me to email them about my experience. I emailed them and they never responded to my email. lol just demonstrated how poor their customer service is.

Emma S.

Such a huge mall with only 3 sales in the skincare department? No one come up to me and no greeting, fine. Bought a $300 cream but the sales didn’t even ask about membership, I mentioned it and got an answer: that’s before the payment, if I want to collect my points I have to call customer service and give them the receipt number. I have a nm credit card for 5 years so here is always my first choice, but after today, I guess it’s time to go.