Macy's Customer Service Issues

I purchased the Macys Radley sectional two months ago and it was just delivered today. My salescheck number is #[redacted]1. However, during the white glove delivery this morning, it was discovered that I received an extra chaise instead of the sofa piece I needed. They are sending a replacement, but I find this situation unacceptable. Waiting so long for the sectional and now having to schedule another delivery is a major inconvenience. The lack of attention to detail during loading is disappointing. I expected to receive an email to schedule the new delivery by Saturday night but haven't heard anything yet. My husband may need to take time off work for the delivery as most dates are during the work week. I would like to know what Macys plans to do to rectify this error and compensate for the additional wait.

I require assistance with a return. I bought 3 bras online for post-surgery wear after my breast cancer treatment. Being high-risk, I solely shop online. One bra is defective as it lacks removable cups compared to the others. I contacted live chat for a return label but was only given the option to drop it off at UPS, which I can't do. I need a pickup from home. Please help me return or exchange this item without having to leave my house. Order #: [redacted] Order date: 09/29/[redacted] Jockey Seamfree Bralette [redacted] Qty: 1 Color: Black Size: L Thank you.

I recently purchased a set of sheets from Macy's, and I had a great experience with the delivery. When I visited my local store in Carmel, California to get more, the staff couldn't find them. However, Donna from the housewares department went out of her way to provide me with a list of stores that might have the sheets in stock. I reached out to the New York store on Sunday, 10/11/20, and spoke with Kay, who was incredibly helpful and a delight to interact with. She promptly arranged for the sheets to be sent to my home. These two ladies, Donna and Kay, truly stand out as exceptional employees, and I hope their outstanding customer service is acknowledged within the organization. Many thanks for the positive experience. - Kathleen Godbe

I visited Macy’s Backstage at Grossmont Center today. I purchased a lovely Knick Knack - a small Green Apple with a copper leaf for $3.99, which came to $4.33 with tax. However, the cashier added a $0.67 donation to the Ralph Lauren Pink Pony without asking me. I was surprised by this oversight. It's important for sales associates to inquire about donations before adding them to the total. It felt rude not to be consulted about contributing to a cause. I enjoy shopping at Macy’s, but this experience left me disappointed. This incident occurred at 5:37 PM on Monday 10/19/[redacted] at the Backstage Register. I used to work at this store before transferring to Macy’s in El Cajon.

Yesterday, I had an online chat with Customer Service regarding an undelivered order. Despite being notified that the package had been delivered, I did not receive it. After being told by the post office that the package was delivered, I contacted Customer Service and got a refund to my credit card. To my surprise, the package was delivered this morning. I now need to have the purchase charged back to my card. What is the process for this? Sincerely, BG

For the past two months, I have consistently been receiving mail addressed to a Chong Hwan at my address, [redacted] Heath St. Houston, TX [redacted]. Despite returning the mail and informing my local post office about the issue, the problem persists. I do not know this person and it is concerning that they are using my address in this manner. Today, I received a toy magazine intended for this individual, which I will be returning. I am reaching out in the hopes that the necessary actions can be taken to rectify this situation promptly.

I am writing to address an issue with my credit score due to a disputed charge which impacted it. I was assured there would be no impact on my payments during the investigation, yet late fees were accrued. Despite the initial reassurance, they later dismissed it. Frustrated, I resolved the dispute by paying the uncredited charge. I have been a loyal Macy's customer for over a decade with only one instance of late payment resulting from this dispute.

To Whom It May Concern, I, Sina Emami, placed an order #[redacted] for 8 items on March 13, [redacted], using gift card #[redacted][redacted] CID: [redacted]. I returned 5 items due to incorrect sizes for my daughter. A refund of $29.97 was supposed to be issued on April 28, [redacted], but I have not received it. Despite contacting customer service seven times in the past months, the issue persists. I was promised various resolutions like a new gift card or a credit to my Macy's credit card #[redacted]60, but none have materialized. My wife made a sixth call on November 3rd and recorded the conversation. We were assured the credit would be processed within 3 business days, but it has not happened. Today, I made a seventh call to the complaint number #[redacted]9, and I was told another gift card would be sent. As a loyal customer, this experience with Macy's customer service is quite frustrating. Despite the minimal amount in question, $29.97, I am pursuing this matter to understand the recurring issues. I am hopeful for a prompt resolution and clarification from your end. Best regards, Sina Emami

I ordered 2 items under order # [redacted] for same-day delivery via DoorDash between 3PM-6PM. Despite paying an extra $10 for delivery, the items didn't arrive on time. When I called [redacted], I spoke with James, who was unhelpful and rude. He made me wait for over 20 minutes, only to inform me the delivery would be made the next day. I am disappointed as I have plans to travel on Saturday. I'd like assurance the order will arrive tomorrow and the $10 extra charge will be refunded to my credit card. Contact me at [redacted] for confirmation.

I placed an order for 2 items under Order # [redacted] with the expectation of same-day delivery via DoorDash between 3 PM and 6 PM. I paid an additional $10.00 for this expedited service. Unfortunately, the items did not arrive as scheduled. Upon contacting customer service at [redacted], I spoke with James who was unhelpful and discourteous. After a 20-minute wait, he informed me that the delivery would be pushed to the following day. This experience has left me skeptical about the $10.00 fee for same-day delivery. I am scheduled to leave town on Saturday and require assurance that the order will indeed arrive tomorrow and that the $10.00 will be refunded to my credit card. Please, contact me at [redacted].

To Whom It May Concern, I am reaching out regarding a quality issue with a couch purchased from Macy's in [redacted]. Despite being a loyal customer for many years, I am extremely disappointed in the poor quality of this particular piece of furniture. The material used is substandard, as evidenced by the presence of pointy sticks and colorful feathers protruding from the fabric when touched. Having reached out multiple times, I am now requesting an inspector to assess the couch firsthand. I believe that upon inspection, they will be shocked by the low quality of the materials used in a product being sold by Macy's. Attached are photos of the issue, along with the warranty and sales receipt for your reference. Sincerely, C.J.

To Macy's Online, I am Franklin S. Stephens, the President of Frank's A Labor of Love Ministry, a 501c3 Tax-Exempt charity and a new customer of your store. I have been attempting to create a tax-exempt account to make purchases for my [redacted]-member group. Despite spending an hour on the phone, I have not received a clear answer on how to proceed. Unlike eBay, where the process took 16 hours, I am struggling to set up the account with Macy's. When I input my MasterCard information and try to create the account, the staff requests either the order number or item number, avoiding my original inquiry. The holidays are rapidly approaching with Black Friday arriving in just one week. Please assist me promptly in setting up the tax-exempt account so I can proceed with our purchases. Thank you, F.S. Stephens President Frank's A Labor of Love Ministry [redacted] [redacted] [redacted] Hat Street Houston, Texas [redacted] TX Sales and Use Tax Exemption # [redacted]0

I am experiencing an issue with my recent UPS delivery from Macy's. While I have received packages from UPS before, this time was extremely disappointing. The package arrived in a terrible condition with the box completely torn apart and the product hanging out. We had to carefully bring it inside while holding the package together. This experience has me reconsidering any future online purchases with Macy's. Additionally, the UPS driver seemed to rush back to the truck, indicating they knew the package was not in an acceptable state. This situation has left me feeling very dissatisfied as a customer. - A.S.

I have contacted Macy's six times to address a gift box issue. Today, a supervisor assisted with the gift boxes and then transferred me to their manager for compensation. I spent 1 hour and 45 minutes on this particular call, while the previous calls averaged 1 hour and 15 minutes each. Given the multiple calls needed, I believe I am entitled to a gift card for my time. Unfortunately, the call with the manager was either disconnected or they hung up, leaving me unsure of who I was speaking to. I am hesitant to call again as I fear another lengthy wait. What steps should I take or can you offer assistance?

I am experiencing difficulty with my credit card as it seems to be reported lost or stolen without my knowledge, preventing me from making purchases. Despite being the primary cardholder, I have not reported it missing. I have been awaiting a replacement card which also got reported lost/stolen, even though I did not make the report. I am struggling to reach customer service at card services to resolve this issue and proceed with placing an order on Macys.com, where I have been trying to make a purchase for over two weeks. I am also missing $20.00 in star rewards on my account, and an additional $4.23 has expired. The customer service phone numbers provided have not been helpful and the representatives I spoke to were not able to assist me. Additionally, the automated system is unable to locate me through my SS number and zipcode, despite being a loyal cardholder for over 30 years since the days of Bambergers.

During my visit to Macy’s NorthPark Mall store in Dallas, TX today, I had high hopes for some retail therapy, but my excitement turned into disappointment due to the store's cleanliness. Despite the emphasis on wearing masks to prevent the spread of Covid, the store itself was not up to standard. The state of the children’s department was particularly appalling, with clothes and shoes scattered over dirty carpets. The overall condition was beyond disgusting, making me unwilling to purchase anything. I did raise my concerns with an African American gentleman in customer service, who apologized and mentioned sending someone to help. However, the situation seemed to require more than just a simple cleanup. The shelves were disorganized and dirty, adding to the unhygienic environment. I expressed my disgust about the store's condition and have taken steps to address it with mall management and the Dallas County health department. I feel that Macy’s NorthPark Mall store needs to improve its cleanliness to prevent the spread of germs, particularly during these times. This experience has left me appalled, and I have decided not to return to this store in the future.

Order number [redacted] I am disappointed with my recent purchase as the lids do not seal properly to the Pyrex dish. This caused leakage when I had food stored in my freezer, resulting in stains on my car seats and floor. I even had to empty and clean my fridge due to the faulty lids. I have attempted to return the product for a refund, but the customer service representative I spoke with mentioned I was outside the return window and abruptly ended the call. I am frustrated with this level of customer service.

I'm having trouble accessing certain department pages on the Macy's website. Whenever I try to view merchandise based on gender or other criteria, I receive an error message saying, "Access denied. You don't have permission to access the requested URL on this server. Reference: 18.35c32f17.[redacted].a7f60fb." I kindly request that the website maintenance team look into this issue. Thank you.

Order placed on 11/17/[redacted] with order number #[redacted]. My spouse, M. M., purchased three boxes of Frango mints - chocolate/mint for me. Unfortunately, upon arrival, the mints were completely melted together in a mix of green and chocolate. Following a call to customer service where a picture was offered but deemed unnecessary, a return was initiated. Surprisingly, a replacement arrived yesterday but it contained all dark chocolate mints with no green mint in sight. I am quite disappointed with Macy's and do not wish to go through the hassle of returning the items again.

I visited the Macy’s store in Dallas on 11/22 where I made several purchases. Upon returning home which is nearly 3 hours away, I discovered a security sensor attached to a pair of shorts I bought. I don't have immediate plans to return to Dallas. The shorts were a gift and I faced embarrassment while explaining to guests at a birthday party that I didn't steal them. I even had to show the receipt as proof. I tried to have the sensor removed at my local Kohl’s, but they did not have the necessary equipment to do so.