Bergdorf Goodman

I ordered a Burberry Trench Coat ($2500). I received an email from Bergdorf claiming the coat was delivered at 10:28 this morning. I was home. No one rang the bell. I left the house at 10:50 and there was no package on my doorstep. I called Bergdorf to inform them that I did not receive the coat. The representative told me that they would do an investigation but if the courier company has a photo indicating they had dropped off the package at my doorstep, I would have to pay for the coat.

I've been a loyal customer for over 20 years and was appalled I was treated in this manner. I had some financial difficulties this year and reached out to them explaining. I was given a 3 month payment plan, which I was told would keep me out of collections. During that, I was able to pay my entire past due balance and bring my account current. After contacting them again to have a new card issued because mine was expiring, was told I would be receiving it in 4-7 business days. No card came, called again and was told they were having problems sending out these cards & I wasn't the only one calling about this. I then receive a letter from Capital One, who oversees this company, saying because my account was Coded to close status, they couldn't grant my request.

I couldn't believe after this one financial situation, which I took care of, they would treat me this way.

I received a dress in August 2022 that I returned to Bergdorf with a letter stating that the dress was worn and damaged. Dress was sent to me that way. When I received the dress I tried it on and it was too small. I did not notice any damage. Bergdorf accused me of wearing the dress and returning it to them. In the past I have purchased other dresses and returned them in mint condition.Now I have to pay for a dress that some incompetent customer rep sent to me without tags and supposedly damaged. On September 12th 2022 I received a letter that dress will be charged to my account.Will never shop at Bergdorf and neither will friends and family.good riddance.

The shoes we purchased in April for my daughter's wedding in July turned out to be defective. We purchased the Manolo Blahnik Narcona Pump with Ankle Strap from Bergdorf Goodman on 4/16/22. After one wear on 7/8/22, the decorative silver around the pump is missing in several areas. Bergdorf has not responded to my repeated inquiries about repair. For the price we paid, the pumps certainly should have survived intact for the day.

Customer service is non existent. I was trying to purchase a pair of shoes. The Women's shoe department NEVER answered its phone and they do not respond to messages. I scheduled 3 virtual meetings through Bergdorf's customer service and no response. Go elsewhere! Spend your money elsewhere.

Bergdorf refused to accept my return even though the carrier delayed my package and the product reached outside the return window. This is clearly evident in the tracking information but agent refused to acknowledge. On top of that agent disconnected her line and put on music while.i.was still.making my case. Agent name is Augustine and she clearly needs training in customer service. She was highly impatient and was in a hurry to disconnect. I understand there is a policy but there is always a story and agents are supposed to review and refine their policy case by case.

Hello, I have tried about twenty times to unsubscribe from your emails and they continue to enter my inbox at [protected]@icloud.com
I am told this is illegal to operate a system that does not successfully unsubscribe. I enjoy occasional shopping at Bergdorf Goodman however I do not want emails. Please fix this. I have not had this same trouble with other websites, and I am surprised it is happening with BG. I have had others in my office evaluate the unsubscribe process and we cannot determine an error on my part.

Purchased a pair of Louboutin cameo boots on December 10, 2021 I received the boots on December 20, 2021 I wore my boots January 8, 2022 I noticed the bottom of the boots peeling looking very cheap. I called and talked to a customer service representative and was asked if I could send a picture of the boots to the email she provided me to see what her supervisor could do. Well while waiting on the phone for some type of resolution I was told by the representative that her supervisor looked at the photos and made the decision that the boots were normal wear. After $1700 on those boots I was very upset by what I was told. I will never purchase anything else from this store

I purchased a pair of black Manahlo Blahnik pumps for a birthday gift and received an email it was to be delivered via FedEx on December 8, 2021. On that date the package never arrived. I contacted customer service and was requested to "kindly await" a few more days for delivery. I waited a few more days and the package was never delivered. I contacted customer service multiple times and requested to speak with a supervisor. I was informed a supervisor would return my call after 24 hours. I never received a call. I contacted customer service again. I demanded to speak with a supervisor and cancelled my order. I requested a return label. I received no apology and a request to keep "such beautiful shoes! for 20% off." I declined. The very next day, I received a pair of shoes. The only problem is they were the wrong color: white. I am just speechless. I contacted customer service again to inform the company the wrong shoe color was sent to me and would be returned and request a copy of such documentation. No response as of yet. I will continue to attempt to reach them to document the wrong color to ensure proper refund.

Hello,

I ordered a pair of Fendi sunglasses on 6/13/21. Model # Ff0457gs - BGS21_D41PR - (color Black) from Bergdorf Goodman in New York City. The purchase was made online.

Within two months of owning the sunglasses, I noticed that the gold Fendi logo came off on the left hand side of the glasses and the logo is lost. The sunglasses were hardly worn and the logo should not come off so easily.

I made a phone call to Bergdorf Goodman customer service department on 9/4/21 and spoke to a representative. The representative stated the sunglasses was over the 30 days return policy and cannot be returned; and to contact Fendi.

I reached out to Fendi's eyewear repair department (Safilo Customer Warranty Dept) on 10/8/21. and they stated that they are unable to repair the sunglasses due to the recent purchase and the repair does not align with their warranty policy. They referred me back to Bergdorf & Goodman, which has resulted with no luck even with a second follow up attempt with another customer service representative on 10/14/21.

As you can imagine, this has become incredibly frustrating that I am getting the run around over a defective product. Fendi products are supposed to be of excellent quality, but I am not getting this experience. I paid $250 for the sunglasses.

I am seeking a new pair of sunglasses as I clearly received a pair of defective sunglasses. or a refund.

Your assistance with looking into this matter is greatly appreciated. Looking forward to hearing from you soon.

Sincerely,

April Gooden
Email: [protected]@gmail.com
Phone #: [protected]

November 13, 2021

I will never trust Bergdorf's with my luxury purchases -- ever again!

I ordered a NEW Loewe handbag ($2, 650) and received a used/returned monstrosity.

Unacceptable. Disgraceful.

I received a Loewe bag that was clearly used (and likely a return that they reshipped to me without proper quality assurance).

The handbag had:

a large dent in the bottom
a dent on the front bottom of the bag
a worn strap
a Neiman Marcus tag (not attached)
a Loewe tag (not attached) and torn

And the bag was not packaged correctly, no store packaging or boxing, just a flimsy transparent dust bag with some paper filling in a crumpled box.

Not properly wrapped. Nothing.

It's as if some sales girl fetched it from Neimans (also subpar) pulled it off the display and threw it in the box and shipped it off. The tags were crumpled and not attached which confirms it was definitely not a NEW bag. It had been used and returned.

I have spoken to a representative, received a pre-paid mailing label, and returned it monstrosity asap for a full refund.

Do not trust Bergdorfs with your online luxury purchases. They can't be bothered to send you a NEW (not used) handbag or package it properly.

-----------------
Note: I sent an email expressing my dissatisfaction and received a scripted email which said:

Dear XX,

Thank you for contacting Bergdorf Goodman. My name is XX, and I am happy to take care of you today with your damaged item for your order WB...

I sincerely apologizer for any disappointment that resulted from the way on how you received the lovely LOEWE Hammock Small Bag.

Upon reviewing your order, I just verified that the return label was sent to your email X, please check your spam or any other folder as it might be misdirected. Be sure to fill out your packing slip and enclose it with your return, or enclose a note stating your order number, name, address, the reason for the return, and directions for an exchange or refund. You will be notified by email once a credit has been issued to your account for the return. Returns take approximately 10 - 14 business days to be fully processed.

On the other hand, Your feedback is important to us and has been sent to the appropriate department. Our management team is always looking for new ways to improve our business. I apologize for any inconvenience this may cause you.

I again would like to thank you for contacting us. If there is anything else that we can do for you, please let us know. Have a wonderful day.
-----------------

As if I need an email explaining how to return a handbag. This falls flat. I will never again make purchases from Bergdorfs.

I ordered two gifts and even confirmed addresses with receivers on 9/16/2021. It said estimated delivery was 21st. And no other email was sent. In addition, I bought it during a gift card promotion (if you spend $500, you get $100 gift card) which ended on the 20th.
On the 21st I checked order status to see if it was delivered, only to find out that it was canceled. It was canceled because they couldn't verify information. But doesn't specify what kind of information. So i called customer service and he tells me it was canceled because the shipping address is wrong. But it's actually not wrong. That was the address I was given and I also checked it on google maps. It's also not an apartment or condo, it's a house in a suburban neighborhood.
Why I'm mad is that of course they notify me after promotion ends, and the fact that it takes them 4 days to let me know! The gift was time sensitive because my family member is moving out of the country the following week.
The customer service representative tells me there's nothing he can do except place a new order but without the promotion and cannot guarantee if the address with be verified and delivered on time.
This was my first time ordering from Bergdorf Goodman and too bad it's also my last. I will never shop from Bergdorf Goodman nor Neiman Marcus ever again and I will make sure to warn anybody I know not to order as well. By far the worst online order experience I've ever had! Thanks to this, I won't be able to give them my gift. Literally ruined my night and week. It's making me cry because I have to call them tomorrow to let them know not to wait for their packages.

On March 13th, I purchased 2 Keihl's moisturizers (order WB4372268463) from Bergdorf's with an estimated delivery date of April 2nd. I was willing to wait the long 3 week period.

Today (April 2nd) I called Bergdorf's customer service to check the status of my order and was informed it's on back order and won't be delivered until May 3rd. So, I have to wait not 3 weeks but 8 weeks for my order? That's totally unacceptable... I'm glad I called because I would not have known about the delay since I never received any notification from Bergdorf's.

Sadly, when I called, I spoke with Rubin, a snotty customer service representative who's attitude helped me to decide to just cancel my order... I'll buy elsewhere.

So much for up scale retailers...
Chris A

I wished that I could give this company a negative -10 score. I ordered a special gift for my daughter who is currently approaching her milestone birthday from this company and I requested to have this delivered to my current home address that I have resided in from over 5 years (and Bergdorf has delivered to this before). But this incompetence company sent this package to the wrong mailing address. And, I had to do my own investigation, because Bergdorf's customer services department informed me that tracking this package, could ‘take anywhere from 1-3 business days for them to investigate'. Not wanting to wait, because I knew the significance of this gift, I decided to call around and I was able to locate the building's rental company and I informed them that I item was delivered there by the company's own mistake. Understanding the high volume of thefts that have been occurring lately, especially when it comes to mailing packages, this agent called his own tenants to assist me with tracking down my package. Unfortunately, I received that telephone call 30 minutes later (that all honest and hard-working citizens hate to receive) that my package had been stolen. Feeling both disappointed and violated, I called Bergdorf's customer services to inform them that my package was stolen from the wrong delivery address, in which Bergdorf's customer services agent placed me on a belief hold to see, what my refund options were available this present time, since this package was stolen. After waiting for several minutes, this agent tried to explain to me that while, ‘he is sympathetic that my package was stolen there is nothing more that he could do in this matter'. Feeling very confused from his response, I asked him, so I am obligated to pay for the item that was stolen from me', in which this agent replied, ' Yes, I will have to pay this item'.

What type of company sends a package to the wrong address and makes the customer pay for it?

This is beyond disrespectful and insulting that a "so-call" reputable company such as Bergdorf Goodman (c/o Neiman Marcus), would violate me for a second time, by demanding that I pay for an item that I never received. And I cannot afford to pay for this stolen item twice; plus, I must now make alternate decisions, so that I find and buy (WITH EXTRA MONEY THAT I DON'T HAVE), in order to buy my daughter her milestone gift.
I am truly disappointed with this company.

I ordered this 2 or more months ago when it was in stock and they told me it was in backorder. Well its still not in stock! Two months? This is ridiculous! If it were in backorder when I purchased I would have understood. However, it was not when I placed my order. I will not be doing this song and dance again. I have called and sent emails. They cant seem to tell me if it ever will be in stock. Do everyone a favor and dont sell what you dont have! Unbelievable.

The floor manager of cosmetics in Bergdorf Goodman was terrible because she told me "Get out of here and never come back again" as the position of manager.
What happened to me was last Saturday the sales associate of Sisley cosmetics gave me a floor sample for eyeliner twice and she used BG sore credit card for the purchase without my permission and I remember I gave her my own credit card Physically because my husband and I didn't like to use the store credit card usually because of a penalty if the payment was late.

I remember I never used BG credit card during 20years but the floor manager didn't believe me and said that a client isn't always right when I said I was right.
Therefore, I was so upset and I decided to complain to a sales associate in the basement floor and I told her "How can you deceive me like this three times?" and then the floor manger cane to me "Get out of hear and Never comeback again". I couldn't believe how much she was in the wrong person. I told her "Stop it . You aren't qualified for this and I will talk to the executive professional."
I called to the store manager and others next day but they never called me back. This store is a terrible place and the floor manager hurts me so much but they are still ok with my problems.

My husband bought me a Saint Laurent bag for Christmas. He ordered it online. After receiving the Christmas gift I decided I wanted another type of Saint Laurent bag instead. We called the customer service line and they said to send back the bag via their return instructions and then purchase another one online. We put the bag in the box and shipped back to them (exactly as they instructed). Two weeks later we received another box back from them and inside it had a cheap plastic purse that was probably worth less than $10. The box included an standard form letter saying that what we sent back did not match the order that we were asking for a refund. They are accusing us of sending a cheap plastic purse back in exchange for a bag that is valued at over $1000. We have tried calling so many times to get our refund. They told us to send the cheap plastic purse back so they could investigate. Yesterday we received the same plastic purse back with the same form letter saying they can not refund us because the purse we sent back does not match the order. The people that are running this are either incredibly confused and incompetent or they are actively running a scam. I have never experienced such a terrible level of customer service with online ordering. You get better service from Walmart!

On 9/1/2018 I sent back a pair of pants, that I bought on line.I contacted them before that.I paid for return shipping.
I was told that the refund will take up to 10days.
After 10 days I followed up.No gift card was received. The customer service stated that gift card was mailed to me, address confirmed, on 9/11/2018. I never received it, so asked to cancel it while speaking with so called supervisor.She said that my refund will be sent via Pay Pal and should be received up to 8 business days. I asked specifically for a customer service transaction ID # requesting that payment to my Pay Pal.No number was ever sent to me ...i called 3-4 more times, every time a different rep was apologizing for miscommunication!...ridiculous, as this confusion is caused by their always changing rules, and policies.
I contacted Pay Pal as per Bergdof's suggestion to trace this payment. pay Pal had no trace of any paymnet on hold for me from Berdorf ...
I called Bergdorf again 10/1/2018 and was told a third version of my refund...a check will be issued to me and mailed, so we are at point zero, just like the gift card form the beginning of September, was mailed and never made it to my, confirmed address...now I have to wait, so that are off the hook for a while, and after 5-10 days when i call, there will be mote apologies, and promises of refund in a different form .his kind of behavior not only makes me discontinue any ties with Bergdof Goodman, but also i feel obligated to warn other people of this poor practice. It will go on BBB and Yelp for now.

I waited for half year to get the beauty event which can take you 200 off when you spend 1000. I placed my order through phone call. Then the sales sent me the wrong items and I asked for exchange, but she told me all the options I want were out of stock. I waited for two weeks, then sent wrong items back. They decreased my event gift card because I returned the wrong items. However, I checked with both online chat and phone service, both of them told me I should get back the exact money I paid for everything with the discount price. The Bergdorf Goodman New York store does not follow their rules which other service told me should be the same as stores saying they have different rules. Plus there is no documents and any instructions to prove the different rule she told me. Have no idea what I did wrong? Because I sent back the wrong items? Worst shopping experience ever have.

We visited your men's store yesterday and your totally rude Tosha Belair told my husband to alter his pants in his country we are American so what country is she talking about and what does that have to do with me I'm trying to buy pants from Zegna, the two sales guys were very shocked and haven't experienced anything like this.Im an incircle member for for than 20 years and this is not acceptable treatment I'm reporting her to HR.I went to Zegna store on 5th Ave bought the same pants and they shortened them the same day they treated me like a king shame on Bergdorf Goodman.