Macy's Customer Service Issues

I have experienced issues with two orders placed at Macy's where both were returned. Although I received a refund for the items, I was charged for the shipping on both orders. I believe I should not be responsible for these charges since I did not receive the items. When an item is returned, the company should cover the shipping costs. I would like a refund for the shipping charges as promised in the email I received stating I would get a full refund. The order numbers in question are [redacted] from 04/06/[redacted] and [redacted] from 04/23/[redacted]. I am eagerly awaiting a response and hope for a prompt resolution to this matter.

I placed an order on Macys.com (order#x[redacted]) and paid for expedited shipping. The order was shipped by Borderfree in two parcels via DHL. However, I received an email from DHL stating that the delivery address provided was incorrect, showing a different city. DHL mentioned that Borderfree provided the wrong address and they couldn't deliver to the correct one due to the lack of an office in that city. The only option was for me to pick it up myself [redacted] kilometers away. I contacted Macy’s international customer service and Borderfree multiple times, hoping they could reroute the parcels, but the issue persisted. DHL couldn't assist further due to the delivery constraints in the specified town. Borderfree's decision led to the parcels being redirected to a city where DHL operates, causing a delivery deadlock. This experience has been disappointing, and I feel misled by Macy’s and Borderfree. I am seeking a full refund and wish to cancel the order.

I purchased a Pfaltzgraff dinnerware set on April 6. Unfortunately, I never received the item. UPS claims it was delivered to my rear door, but I don't have access to a rear door as I live in a townhouse behind two gates with dogs. They have no photo of the drop-off, so I suspect it was left somewhere else. I have not received any responses to my emails regarding this issue. At this point, I would appreciate a refund to my Macy's account so I can purchase a new set of dishes. I want to clarify that I am not upset with Macy's; this is the first time I have encountered an issue with a delivery.

My name is Michelle Van Buckley. I am turning 47 on April 6th, and I've decided to update my wardrobe. I recently shopped online at Macy's and was pleased with the products, but dissatisfied with the delivery service. Some items were not delivered as expected, leading me to pick them up at the Macy's store in Kings Plaza. Despite receiving a few items from UPS, there were issues with them marking items as delivered when they weren't. This caused stress and inconvenience as I had to contact customer service for replacements. Additionally, Macy's informed me that in the future, I may not receive a refund or replacement for undelivered items. This policy troubles me deeply as I pride myself on honesty and generosity. I am still missing items, including order numbers [redacted] and [redacted]. I have another package expected on May 11th but am hesitant to place further orders due to these issues. Sincerely, Michelle Van Buckley.

Today, I visited Macy's at Dadeland Mall in Miami, Florida, for the first time post-Covid. As a longtime customer since the 70s, Macy's has always been a cherished shopping destination for me. However, I was disheartened by the lack of customer service, unfriendly staff, and disorganized fitting rooms during my recent visit. The experience was disappointing, and I felt undervalued as a customer. The issues in the ladies' clothing department need attention to enhance the overall shopping experience. I hope Macy's can improve its customer service standards to regain my trust as a loyal customer. Thank you for addressing this concern. Sincerely, Launie Trevisani.

To whom it may concern, my name is Michelle, and I am upset and disappointed. A couple of weeks ago, I turned 47 and decided to redecorate my entire wall. I ordered some items from Macy's online, and while I received most of them, a few did not arrive due to UPS delivery issues. The delivery drivers would falsely mark items as delivered when they were not, causing confusion. When I contacted Macy's, they initially promised replacements, which made me hopeful. However, I was later informed via email that I would not receive the missing items or a refund, which left me feeling frustrated and let down. This was my first time shopping with Macy's online, and the experience has been disheartening. I even applied for a Macy's credit card, excited about future purchases, only to be faced with this situation. I believe it is unfair to hold me accountable for delivery problems that are out of my control. As a customer, I should be able to voice my concerns without being penalized. This ordeal has been distressing, affecting my online reputation, which is why I am reaching out for assistance. Thank you for your attention and support. Stay safe and blessed.🙏🏾

To whom it may concern, I visited Macy's in Lima, OH in December [redacted] to shop for my granddaughters and encountered racial discrimination from a salesperson named Karen in front of other customers. Karen made inappropriate comments about my purchases and insensitively assumed the children were mine. Despite reporting the incident to Erin McCoy, the store manager, I never received a follow-up. This experience has left me feeling uncomfortable returning to Macy's due to Karen's unprofessional behavior. I hope to address this issue and appreciate your attention to this matter. Sincerely, Cindy Brownlow

I have always been satisfied with my purchases at Macy's, so I hate to complain. However, I recently bought two Tahiti Home Premium Deep Pocket mattress covers, and unfortunately, the elastic has come loose on both of them. It was disheartening to see the same issue happen on the second cover as well, especially considering the cost of over $[redacted] for each one. I am hoping to inquire about the possibility of a refund and would be willing to ship them back to you if needed. Please let me know if this is possible. Thank you, Tammy D.

In March, I purchased bedding and linens for my newly acquired condo in FL and ordered 3 sets of King sheets from Macy's (Order #[redacted]). Upon delivery in April, I discovered that 2 of the sets contained Queen fitted sheets instead of King sheets. After returning the incorrect sheets with a return label provided by Macy's, UPS confirmed the return on May 21 (tracking #1Z[redacted][redacted]). Despite contacting Macy's three times for a refund, no credit has been issued as promised. I reordered the correct sheets and paid for them again, but now my bill is due. I am puzzled why I should pay for sheets that Macy's already has in their possession. I kindly request assistance with resolving this matter promptly.

Yesterday, on June 19th, I returned a skirt I bought online to the Macy's store in Bowie, MD. Despite feeling sorry about the return, I decided to browse for other items while I was there. While holding clothes to try on, I joined the line to return the skirt. The salesperson who assisted me did not say a single word during the return process. It took over four minutes for her to complete the transaction, and I left with just my return receipt. There was no welcoming gesture or indication to continue shopping. This lack of acknowledgment left me feeling disheartened. When comparing this experience to the friendly phone service at Macy's, where employees sound cheerful and caring, the in-person encounter fell short. Even though my husband suggested leaving as he didn't find it a good shopping experience, I may still consider purchasing items online from Macy's. Having worked in retail before, at Hecht's, I understand the challenges employees face. I recall how important it was for us to maintain a positive attitude at work.

I have been a Macy's customer for many years and have generally been happy with the prices and service. Recently, I purchased (2) recliner chairs at $[redacted] each with a 10% family/friends discount, totaling $[redacted]. The chairs are now on sale for $[redacted], with the 10% discount making them $[redacted]. Despite contacting the store and customer service, they refused to honor the lower price, claiming I already paid $[redacted] with the discount. I believe they should apply the $[redacted] price from the current sale. While it's not a significant difference, it's about the principle of honoring the last sale price which Macy's is known for. I'm disappointed with the outcome and wanted to share my experience. Thank you.

I applied for a Macy's Amex card on July 8 and immediately made a purchase by phone to enjoy the 20% discount. However, my order has been canceled by Macy's six times since then. I'm simply trying to receive my items as I originally ordered them with the 20% discount applied. Despite speaking to two supervisors who promised to resolve the issue, I'm still facing challenges. I want my initial order from July 8, charged to my Macy's card, at the prices from that day or lower if they have decreased since. I've made multiple calls but the problem persists. How can I proceed? Sincerely, J. J.

I received the Lena the Lamb Little Blessings toy for my baby as a Christmas gift ordered by my mother, Eileen Rafferty-Fore. After just 7 months and minimal use, the winding key has broken, despite following all care instructions. Upon contacting Gund for assistance, their suggestions for repair were unsuccessful, and they refused a replacement. Considering my mother's standing as a platinum member with Macy's, where the toy was originally purchased in December, I am hopeful for a better outcome. My baby, who adores the toy, eagerly anticipates the music each time she plays with it. A prompt replacement from Macy's would be greatly appreciated to delight my daughter once more. Thank you, Anna Rafferty-Arnold

I purchased a dress and shoes recently. The dress arrived with the security tag still on, causing me to be late for my event as I had to drive to a different store to have it removed. The whole process took 90 minutes. For the shoes, I paid extra for express shipping, but they arrived later than expected, making me nearly late for the event. I paid for express shipping to ensure timely delivery and am quite disappointed. I would appreciate some form of compensation for the inconvenience.

I had a frustrating experience with Macy's furniture order process. Despite the promises of email updates and shipping confirmations, I never received any communication about my order. Checking my account, everything seemed correct, but my furniture was nowhere to be found. After contacting customer service, I was only offered a vague reschedule for the following week without a valid explanation for the delay. The lack of communication, accountability, and professionalism left me disappointed and questioning Macy's commitment to its customers. My trust in their White-Glove Delivery service was shattered by this experience. Hopefully, Macy's can improve their delivery process and regain customers' trust.

Dear Customer Service, I have been a loyal Macy's cardholder for many years. Due to being abroad for the past two years, my account has become inactive. I am returning to Florida soon and would like to reactivate my account and request a new card. My name is Eugene Ryan and my old address is [redacted] Ardore Ln, Estero, FL [redacted]. I will be relocating to [redacted] Saint Croix Ln Unit [redacted], Naples, Florida [redacted], although I do not have a phone number for that address yet as I am still in Europe. I appreciate your assistance in sending me a new card to my future address. Thank you. Sincerely, Eugene Ryan

I contacted the Macy's store in Annapolis, Maryland, but struggled to reach any department for half an hour. Eventually, I reached the cosmetic department and requested to speak with the manager. After being told the manager would need some time to respond, I ended up listening to product sales pitches for half an hour, with no one addressing my need to speak to the manager. Despite waiting for an hour, no one from the office or any department assisted me, leading to a frustrating experience. It's concerning that the store appeared to have a lack of staff availability. I hope to receive a response to my email as I have been a loyal customer for many years.

I would like to report a negative experience I had at a UPS return location in Denver. The staff was unhelpful, rude, and lacked knowledge. I followed the instructions provided for the return, but the clerk insisted I had to take the package to the post office instead. Despite the multiple addresses on the return label, including one related to Macy's, the confusion and lack of assistance were frustrating. I had to endure walking in hot weather without a car, being elderly, and then waiting for public transportation. The return process was a disaster, costing me additional money with no free shipping offered. I am deeply disappointed with the service and will share my experience with others.

The shipping label was extremely confusing for me, even as a college graduate. The post office charged me $8 to return the item to you when I was told it would be free. When I went to the UPS return place at the auto part store on E. Colfax Ave. in Denver, the clerk was unhelpful and rude, saying it needed to go to the post office. The label had multiple addresses and was hard to decipher. The pants I ordered were different from what I expected and did not fit well. They seemed low quality for the price. I am disappointed with the service and won't be dealing with your company again. I demand a refund of the $8 that the post office charged me for the return. I believe the return process could be much more efficient. My name is G. Nichols, and you can reach me at [redacted] Unfortunately, I don't have my order number anymore as the post office took it. I will be seeking assistance to address this issue.

I am 85 years old and have mobility issues. I had a terrible experience trying to return a package at the UPS Macys location in Denver, CO. After struggling to get there without clear instructions, the clerk was unhelpful and rude. Despite following the online guidelines, the return address was hard to find on the package. The clerk directed me to the post office, contradicting the instructions I received. I had to endure physical discomfort waiting for the bus due to lack of seating. The post office charged me $8 for the return, which was supposed to be free according to Macy's advertisement. I feel frustrated and misled by your return process.