jbc217
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- Jan 19, 2004
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This is a tangent to the thread I posted earlier regarding Chicago sales, in which I mentioned the lecture I received from Neiman Marcus staff about why they only accept AMEX and Diner's Club. I certainly don't endorse their practice, but here's how it was explained to me:
In short, I was told it is part of their commitment to "superior customer service."
"How," I asked, "is it 'customer service' when you make me walk across the street to withdraw cash to pay for clothes I could have bought with my Visa?"
And here's where it gets interesting: I was told it is because Visa and Mastercard sell their client lists and thereby violate NM's uncompromising commitment to discretion and customer privacy. NM is apparently "very concerned with keeping the details of all transactions confidential" and insist they are protecting customers by not accepting Visa and MC. Quote: "We like to keep things on the up and up." Um, OK.
But shouldn't customers get to decide and be responsible for worrying about their own privacy?
Side-note: I didn't push the argument further because, well, I was exasperated by another revelation: during NM's pre-sale, you can't pay with cash, only with AMEX, DC, or an NM card...or, I found out, an NM gift card which you get by walking over to customer service and...GIVING THEM CASH. Literally, I bought a gift card for $16.43, walked back to the cashier and finally was able to do them the honor of buying their clothes. I made the mistake of saying (playfully) how glad I was to have won "the game"...BEWARE: "game" is apparently a watch-word which will send the nearest NM employee into full-on desperate lecture mode: "Game? What do you mean 'game'? NM certainly does not play games with its customers. The pre-sale is a service to you. We want you to have the benefit of the best deals. We don't take cash for the pre-sale and we don't charge pre-sale purchases until the real sale begins because we don't want to make interest off of your money." "Huh?--but you just took my cash in the form of a gift card." [Head explodes, etc.]
Brad
In short, I was told it is part of their commitment to "superior customer service."
"How," I asked, "is it 'customer service' when you make me walk across the street to withdraw cash to pay for clothes I could have bought with my Visa?"
And here's where it gets interesting: I was told it is because Visa and Mastercard sell their client lists and thereby violate NM's uncompromising commitment to discretion and customer privacy. NM is apparently "very concerned with keeping the details of all transactions confidential" and insist they are protecting customers by not accepting Visa and MC. Quote: "We like to keep things on the up and up." Um, OK.
But shouldn't customers get to decide and be responsible for worrying about their own privacy?
Side-note: I didn't push the argument further because, well, I was exasperated by another revelation: during NM's pre-sale, you can't pay with cash, only with AMEX, DC, or an NM card...or, I found out, an NM gift card which you get by walking over to customer service and...GIVING THEM CASH. Literally, I bought a gift card for $16.43, walked back to the cashier and finally was able to do them the honor of buying their clothes. I made the mistake of saying (playfully) how glad I was to have won "the game"...BEWARE: "game" is apparently a watch-word which will send the nearest NM employee into full-on desperate lecture mode: "Game? What do you mean 'game'? NM certainly does not play games with its customers. The pre-sale is a service to you. We want you to have the benefit of the best deals. We don't take cash for the pre-sale and we don't charge pre-sale purchases until the real sale begins because we don't want to make interest off of your money." "Huh?--but you just took my cash in the form of a gift card." [Head explodes, etc.]
Brad