December 15, 2016

Neiman Marcus: Sales plunge and poor customer loyalty no surprise to this shopper.

Luxury department store Neiman Marcus, aka Needless Markup has reported an 8% sales decline in its most recent quarter, attributed to several issues including lack of customer loyalty.

It's no secret that I enjoy shopping, and consider myself a Nordstrom girl.  Yeck, when Jim and I got married, I told him anywhere we lived must be within 18 miles of a Nordstrom store, so I could get to the store within 30 minutes or so.  No kidding, true story.

Neiman Marcus store
Walnut Creek, California

I was excited when Neiman Marcus came to downtown Walnut Creek.  Heck, it even took a ballot initiative to build the store.  After all that fuss, the store would surely be incredible, right?

Wrong.

I tried shopping at the Walnut Creek Neiman Marcus store six times, a poor shopping experience and terrible customer service each time.  I would not go into that store one more time for all the tea in China.  The merchandise layout is terrible, the various departments and counters are difficult, if not impossible at times, to see and locate in the store.  And memo to NM:  those sparkling hanging butterflies are annoying and tacky.  And customer service?  Terrible.  Most of the time you're either ignored, or you're badgered to purchase an item after you've expressly told the sales professional you absolutely do not like.

Those annoying hanging butterflies at Walnut Creek's Neiman Marcus store
Photo Credit: Google Map Local Guide Raul Silvera

Plus I've never forgotten the rumor that floated around, near the time Neiman Marcus opened in Walnut Creek, that a NM executive (allegedly impostering a Nordstrom employee) had allegedly gotten into the Walnut Creek Nordstrom women's shoe department storage area to see what shoes were in stock.

Given that Neiman Marcus just experienced its fifth straight quarter of declining sales, clearly I'm not the only shopper who has had poor experiences at NM.

Mary Rae Fouts

8 comments:

  1. Didn't some politician get caught shoplifting thousands of dollars of clothes from a California Neiman Marcus store?

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    1. Yes, that was Mary Hayashi (sp?), a California State Assembly person from the San Francisco Bay area. She was busted shoplifting in the San Francisco Neiman Marcus, originally charged with a felony but ended up pleading no contest to reduced charges. A sales professional recognized her as someone she (the sales professional) thought had stolen a dress a couple weeks earlier, and put security on Hayashi. She was nabbed with a bag of stolen clothes outside of the store. Her attorney actually suggested Hayashi had a benign brain tumor that caused her to steal things, no medical evidence presented to support this claim.

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  2. The stores are too snooty. Even people who shop in luxury department stores don't want to be treated by snooty sales people.

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    Replies
    1. I have heard the same snooty complaint from many people who have tried to shop at Neiman Marcus.

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  3. Stores are impersonal and cold. Take a look at the faceless hairless manequins in the photo, how cold and impersonal is that? Not a pleasant shopping experience.

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  4. Their website is also not impressive, seems stuck on a 1995 wsebsite platform. merchandise photos yuck.

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    1. Just looked at it. The website is rather all-over-the-place, that is for sure.

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  5. Their sales merchandise seems awfully shop worn at times. It should go to the off price Neiman store in that case.

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