Around the Holidays we are all trying to find that perfect gift at a good price for our friends, families and even ourselves but it takes just one mishap to make everything go wrong and this happened to me with the Neiman Marcus LastCall store . It started when I received a coupon off for 50 dollars off any100 dollar or more purchase and the coupon could be used online so I said this is the perfect time to purchase a watch. I attempted to make a purchase and continued to receive a server error. The next day I wrote to the customer service of LastCall and the next day a manager was nice enough to call me and grant me the 50 dollars off the watch of choice understanding that they now reduced the watch by 30%. What a great deal!
I ordered the watch via phone and was assured that it would arrive and I didn’t think anything of it. I received the package and with excitement of a kid opening present, I begin to open the box. I was surprised to see that the watch in the box was not the one I ordered so I called Customer Service. The representative said that it was odd because it clearly shows I should have received the watch I initially purchased and she would notate the account. She then instructed me to use the “SmartLabel” and send it back. I did just as instructed.
A week later, I received an email that the return was received and that I would receive a credit minus 9.95 so of course I called. Well this time I was on hold very long so I decided to use the customer service chat. A representative tried to help and then tells me “Sorry Ms. Headley the watch you initially ordered is not available due to depletion of stock”. Well in my mind it’s not my problem I said okay send me back the wrong watch I sent you. She then tells me it will cost me more and mind you this watch is cheaper than the one I initially asked for. She would not grant me the initial discounts I had, only 10% off. I do not think it was fair to be penalized me, the customer, because Neiman Marcus LastCall store's representatives and shipping department got it wrong! I sent a letter but all I received was a “We are sorry and you will be refunded the full amount including the 9.95 they initially tried to keep.
This was written not to be a griping customer but to help others when shopping especially around the holidays!!! If Neiman Marcus’s Last Call’s internal process is not working they should fix it!The ball was dropped on their end and I was offered nothing but a sorry and I find this unacceptable. That does not resolve the situation and how I as a customer feel which has only resulted in me telling everyone that they are not reliable and if you purchase anything for any occasion there is a chance you will not receive what you purchased and furthermore you may not get nothing more but a headache and no product. As demonstrated I attempted both online and via phone and still the ball was dropped. This store is unreliable and I am still unhappy because I never got the watch I wanted!
Think twice before you shop at www.lastcall.com.