A North Texas woman says a luxury shopping splurge through Neiman Marcus didn’t go as planned. Instead of delivering the expensive JW Anderson handbag she paid for, she says the company sent her something much smaller and far cheaper.
What Went Wrong With the Neiman Marcus Order?
TikTok creator Crystal (@shinycquin) filmed the moment her Neiman Marcus package arrived. The video has pulled in over 68,300 views as she records herself opening the box in real time.
“Guys, my package from Neiman Marcus finally came in,” she says while lifting the box. “I’m really worried because I think they sent me the wrong thing.”
She immediately notices something feels off. “It’s too light,” she adds before cutting it open. “Y’all… this is scaring me.”
Inside, she finds a small paper bag instead of the handbag she ordered. “What the [expletive]?” she says as she pulls the item out. “They sent me the wrong thing. They sent me the keyring, not the handbag.”
Indeed, what she pulls out is a small, walnut-shaped keyring. “No. Neiman Marcus, you’re not screwing me. I’m fixing to email them,” she says before ending the clip.
In a second video, Crystal explains that she contacted the company and started the process of correcting the order. She says Neiman Marcus told her she must send the wrong item back through the mail before they can reinstate the correct order, which they allegedly said will take 10-14 days.
What Can You Do If You Get the Wrong Item?
If Neiman Marcus sends the wrong item, customers are typically instructed to contact customer service as soon as possible to arrange a return and replacement or a refund. Buyers usually need to provide photos of the incorrect item, along with order details.
Returns are generally required within 30 days, and once the warehouse receives the item, refunds or replacements can take 10 to 14 business days to process.
In cases where high-value luxury items are involved, the process can stretch longer if the company opens an internal investigation.
This Isn’t the First Time Shoppers Say This Has Happened
On Reddit’s r/handbags, multiple users report similar experiences with Neiman Marcus shipping errors and disputes.
“I won’t have anything shipped to me from them anymore,” one Reddit user wrote. “I ordered a coaster set and they sent me a pair of Mother jeans. Quality control is lacking for such an expensive store.”
Another shopper described a months-long dispute over returned items. “I engaged in a whole dispute with them after returning two pairs of heels,” one person shared. “They refunded me for one and claimed I never returned the other, even after a manager admitted in writing that the package weight proved I was right. I had to dispute it through my credit card.”
A third user reported a mix-up involving Burberry. “Not a handbag, but I ordered a Burberry trench and they sent boots instead,” they wrote. “They dragged their feet on the refund for over a month until I finally did a chargeback. Neiman Marcus banned my account after that.”
Meanwhile, Neiman Marcus holds a 1.3 out of 5 rating on Trustpilot based on 416 reviews. On ConsumerAffairs, the brand sits at 1.4 out of 5 from 359 reviewers, with frequent complaints centered on returns, wrong items, and delayed refunds.
Neiman Marcus is owned by Saks Global, and The Mary Sue has reached out to the parent company via email for comment on Crystal’s case.
In Crystal’s comment section, other shoppers said her experience sounded all too familiar.
“FYI… this is what Saks was doing to multiple people,” one person wrote. “It happened to me too, and Saks now owns Neiman.”
Another called out the importance of documenting everything. “Good thing you videotaped it because they will argue with you and say they sent the right item,” one person commented. “That happened to me and it took six months to get my refund.”
@shinycquin @Neiman Marcus please do better! I ordered the JWAnderson walnut and received the keyring! Why do they not pay attention to what they’re doing?! #shinycquin #neimanmarcus #wrongitem #dobetter #jwanderson ♬ original sound – ShinyCquin
A third person said they received the wrong YSL bag size. “They sent me the smallest one with the tag of the large one,” one viewer wrote. “It was shady, but thankfully it got sorted after a lot of back and forth.”
Another commenter shared an even costlier mistake. “They sent me Stuart Weitzman boots when I ordered Louboutin boots for $3,000,” one person wrote. “I recorded the opening and they still denied my refund and never sent the right product.”
The Mary Sue has also reached out to Crystal via TikTok and Instagram direct messages for further updates on her case.
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