[bigpill]

Ordered a nice shirt from them and tried to SE, required a signature on delivery but guess what the Fedex driver herself signed it

All in all thought everything was going good in terms of me being able to do the DNA method, went into live chat, explained that the shirt never came and needed it for a friend and I was pissed. The representative assured me a refund saying it will come in 5 business days or I could get a replacement, obviously chose the refund and thanked him.
Been about 3 days and I just got an email saying this, what do you guys think I should do next? Call the number and see whats going on or just call it a day?

*(Please Do Not Reply to this email.  This inbox is not monitored.  If you have questions, please use the phone number listed below.)*
We have reviewed the claim on your order # (not gonna list this for obvious reasons).
We have determined that this claim cannot be processed at this time.
Should you have any further questions regarding the claim decision, please
feel free to contact us at 1-888-888-4757 7 days a week from 6am to midnight central time.
Sincerely,
Offline Service Recovery
Neiman Marcus Direct"

[mothered]

The representative assured me a refund saying it will come in 5 business days or I could get a replacement

Do you have a record/transcript of the conversation?

We have determined that this claim cannot be processed at this time.

A very poor response - no elaboration whatsoever.

Get In touch and ask them to explain why the claim cannot be processed.

[bigpill]

The representative assured me a refund saying it will come in 5 business days or I could get a replacement

Do you have a record/transcript of the conversation?

We have determined that this claim cannot be processed at this time.

A very poor response - no elaboration whatsoever.

Get In touch and ask them to explain why the claim cannot be processed.

Claim wasn't processed apparently because FedEx thinks the signature was mine and was legit, and they denied the claim.
And no sadly I do not have the previous chats with the first agent I just know his name.

[mothered]

Claim wasn't processed apparently because FedEx thinks the signature was mine and was legit, and they denied the claim.

Request a copy of the signed consignment, and then Inform the representative that It's not yours.

If need be, provide a form of ID with your signature and the mismatch between both, can be used as evidence In support of your claim.

And no sadly I do not have the previous chats with the first agent I just know his name.

For future reference, always keep a record of conversations pertaining to refund/replacement confirmation.

[bigpill]

Claim wasn't processed apparently because FedEx thinks the signature was mine and was legit, and they denied the claim.

Request a copy of the signed consignment, and then Inform the representative that It's not yours.

If need be, provide a form of ID with your signature and the mismatch between both, can be used as evidence In support of your claim.

And no sadly I do not have the previous chats with the first agent I just know his name.

For future reference, always keep a record of conversations pertaining to refund/replacement confirmation.

Used a fake name not sure if I can do that

---

Claim wasn't processed apparently because FedEx thinks the signature was mine and was legit, and they denied the claim.

Request a copy of the signed consignment, and then Inform the representative that It's not yours.

If need be, provide a form of ID with your signature and the mismatch between both, can be used as evidence In support of your claim.

And no sadly I do not have the previous chats with the first agent I just know his name.

For future reference, always keep a record of conversations pertaining to refund/replacement confirmation.

Asked them for a signature, they told me they cannot provide that information and that I need to contact FedEx, so I'm currently doing that and I might try using the EB method if I make up something like me finding the package but it was empty later on

[mothered]

Asked them for a signature, they told me they cannot provide that information and that I need to contact FedEx, so I'm currently doing that

Nonsense.

Neiman Marcus Is handling your claim and contacted you about the signature, so obviously they have It on hand. If FedEx fail to comply, demand It from the company for the said reason.

[bigpill]

Asked them for a signature, they told me they cannot provide that information and that I need to contact FedEx, so I'm currently doing that

Nonsense.

Neiman Marcus Is handling your claim and contacted you about the signature, so obviously they have It on hand. If FedEx fail to comply, demand It from the company for the said reason.

Listen to this, called up FedEx, told the lady or whatever was on call with me the tracking ID, we went through a whole bunch of questions she was a bit challenged with her English so it took longer than I expected. She told me there was not a claim even made on the actual package (I didn't believe it at first so I double checked twice with her the tracking ID), and that I'd have to contact the company again for them to make a claim. Went to go ask Neiman and got the same live chat representative that promised me a refund after 5 business days, he said that the decision was made by upper management and that the FedEx representatives cannot see the claim being declined/made only upper management can. I'm completely lost since I apparently cannot make a claim through even the company because apparently "upper management" is taken care of it?

[fasho1212]

Asked them for a signature, they told me they cannot provide that information and that I need to contact FedEx, so I'm currently doing that

Nonsense.

Neiman Marcus Is handling your claim and contacted you about the signature, so obviously they have It on hand. If FedEx fail to comply, demand It from the company for the said reason.

Listen to this, called up FedEx, told the lady or whatever was on call with me the tracking ID, we went through a whole bunch of questions she was a bit challenged with her English so it took longer than I expected. She told me there was not a claim even made on the actual package (I didn't believe it at first so I double checked twice with her the tracking ID), and that I'd have to contact the company again for them to make a claim. Went to go ask Neiman and got the same live chat representative that promised me a refund after 5 business days, he said that the decision was made by upper management and that the FedEx representatives cannot see the claim being declined/made only upper management can. I'm completely lost since I apparently cannot make a claim through even the company because apparently "upper management" is taken care of it?

I swear I don't understand how american and canadian companies can hire customer service reps who clearly cannot understand english properly. Been have many miscommunications because of this. I full fledged support foreign work but this line of work requires you to be able to understand the customer.

[mothered]

Went to go ask Neiman and got the same live chat representative that promised me a refund after 5 business days

Do you have a record of this conversation, Inclusive of the rep's name and a reference number?

I'm completely lost since I apparently cannot make a claim through even the company because apparently "upper management" is taken care of it?

As per above, they've approved the refund.

I do hope you've kept a record of the said conversation.

[bigpill]

Went to go ask Neiman and got the same live chat representative that promised me a refund after 5 business days

Do you have a record of this conversation, Inclusive of the rep's name and a reference number?

I'm completely lost since I apparently cannot make a claim through even the company because apparently "upper management" is taken care of it?

As per above, they've approved the refund.

I do hope you've kept a record of the said conversation.

Sadly, don't have a recording