Macy's Customer Service Issues

I bought a La Mer Moisturizer at Macy's Sherman Oaks on 10/26/18 at 3:26 p.m. The transaction number is #[redacted]2, and the sales number is [redacted]-[redacted]. I have been a loyal customer for over 30 years but recently had an unpleasant experience with an employee at the cosmetics counter. I only wanted a small bottle for travel, but the employee gave me a larger one without asking. She seemed annoyed and threw the cream into a wrinkled Bluemercury bag while snacks cluttered the table in the background. Could she not have offered a free sample politely? A little courtesy goes a long way, especially with long-time customers like me.

I made an online purchase of a king size headboard on 9/1/18 with a one-year interest-free payment plan. After contacting billing the day after receiving the headboard as instructed, the charge did not appear on my credit card bill. Despite multiple attempts with customer service, I faced language barriers and multiple transfers before being informed the item is not eligible for return. This is frustrating as I relied on the payment plan to accommodate our recent move into a new house as a retiree. I have been a loyal Macy's customer for over 30 years. I am seeking assistance to have my order placed on the agreed-upon payment plan. One of the supervisors, Beth, was particularly rude in our interaction. I kindly request Macy's to address this situation promptly. Thank you. Rose Marie C.

Hello, I'm Deborah Israel Wells and my phone number is [redacted]. I recently made a purchase, but it hasn't arrived after almost two weeks. I'm concerned it may have been stolen. The customer service representative I spoke with was unprofessional and had difficulty understanding my address, leading to delays and frustrations. Despite my efforts to provide the correct address, my shipment still hasn't arrived. I've contacted Macy's multiple times to track my order, but there seems to be ongoing confusion regarding my address and payment information. I continue to wait for my package, feeling overwhelmed and inconvenienced by this situation. I hope Macy's can compensate me appropriately for this issue. My address is [redacted] West Frierson Ave #24, Tampa, FL [redacted]. Thank you, Deborah Israel Wells.

Hello, I recently received my order and was excited; it was the Bernardo ruffled coat in size Xs that I had ordered. I saw the same coat in other stores for half the price, but they did not have my size available. Therefore, I opted to pay more to get the size I desired. To my disappointment, Macy's sent me the coat in size M, while the tags on the sleeve indicated size Xs, and the package was labeled Xs. I spoke with a store manager at one of your locations, and I am dissatisfied with the service received. The staff seemed uneducated, careless, and undertrained. Surprisingly, the cashier showed more compassion than the manager. This is just one of several incidents I have encountered with Macy's. I would appreciate it if you could contact me to address this matter, as my overall experience with your company has been unpleasant. Thank you, Monika

Dear Sir, I am writing to address the challenges I am facing with my account. Due to opioid withdrawal from work-related back injuries, I'm unable to work regularly. Receiving compensation every twenty-eight days, I recently had unexpected expenses for termite treatment and car repairs, depleting my savings. I am committed to catching up on my payments after receiving my next pay on November ninth. Please let me know your fax number so I can provide the necessary paperwork. I apologize for any inconvenience this may have caused. Sincerely, F.B.

To Whom It May Concern, I am writing to express my dissatisfaction regarding an incident that occurred during my visit to Macy's at Santa Rosa Plaza, Santa Rosa, CA on November 5, [redacted]. I have been a loyal customer of Macy's for many years and this store is one of my favorites. While visiting the store between 1:00 - 2:00 pm, I unfortunately slipped and fell in the restroom due to the wet floor. The lack of a warning sign in this area led to my fall, resulting in injuries to my right arm and leg. Despite seeking assistance from the staff present, I felt neglected and left to deal with the situation on my own. As a professional esthetician, this incident has impacted my ability to work due to the injuries sustained. I believe this could have been prevented with better attention to safety measures. I hope this complaint will prompt necessary actions to prevent similar incidents in the future. I am open to providing further details and can share photos of my injuries upon request. Looking forward to your response, Sincerely, Lioudmila S. [redacted]

I wanted to discuss an incident at Macy's that took place on September 2nd. Due to my critically ill sister, I am delayed in addressing this matter. I have spoken with Kathy, the store manager at Macy's, as well as someone at the Macy's headquarters. Despite my efforts, I have not been able to reach the right person. I believe the manager in Evansville, Indiana, displayed racist behavior towards me and treated me unfairly. During our conversation today, she mentioned there was no video of the incident with a smirk, seemingly aware of her involvement. I have reported this to customer service and escalated it further, but nothing has been done yet. My name is Shellie Warren, and I live in Evansville, Indiana.

As a long-standing Macy's customer, I need to share my disappointment with recent coupon usage. Despite often beneficial, the $20 coupon I received did not apply to my purchase. I found men's Clark shoes at a reduced price of $90, and with the 40% discount, they qualified. However, upon presenting the coupon, I was informed it didn't apply to "specials." Confusion arose as the coupon had no listed exceptions. Following a discussion with the office, it was clarified that it did not cover these items. This experience has left me disheartened with the coupon system at Macy's. I now intend to return the shoes and explore other shopping options. Thank you.

I was unable to locate my receipt and was informed by the manager that I could conduct an even exchange. When I arrived at San Francisco Macy's and approached the lady at the women's third floor, she initially mentioned she couldn't find my item in the system. However, once she learned I could do an even exchange, she miraculously found it, stating my $[redacted] coat was actually $71. She mentioned I would need to wait for a merchandise certificate to claim the difference. As a loyal Macy's shopper who unfortunately misplaced my receipt, I am disappointed with this experience. I would like to return my coat for the full amount I originally paid. Thank you for your attention to this matter.

I contacted the Herald Square store to place a phone order. When I received the e-receipt, I noticed an error in my shipping address. I called back immediately within the hour to correct it but was unable to reach anyone. Despite calling multiple times throughout the day and the following week, I have not received any assistance. I tried various departments but was redirected to lines with no response. I also reached out to customer service via phone and email, but have not received any help. I am frustrated because my card was charged, and I fear my item won't be delivered due to the incorrect address. Additionally, I'm concerned about not being able to return the item if it doesn't arrive.

I placed an order for a watch (order # [redacted]) and received an email confirming its shipment on 11/14 with an expected delivery date of 11/19. However, it has been two weeks now, and I am unable to track the shipment. After contacting the [redacted] number, I was informed that it was stuck in the UPS system, and they would send out another watch. I requested an email confirmation, and was later told that the item was out of stock, resulting in the cancellation of my order. I then had to purchase the watch at a higher price from my local Macy's. The original charge was $30.13, but I paid $45.15 for the new watch. I believe Macy's should refund me the difference due to the inconvenience. I am disappointed as this is not the first time I have faced issues with the outsourced customer service. I hope to hear back from Macy's soon regarding this matter either by email or phone.

On November 21st, I placed an order for 2 Apple watches at a price of $[redacted] each from Macy’s. Despite other stores having the same price, I chose to buy from them. When my order arrived on November 24th, only 1 watch was included. After contacting customer service, they apologetically informed me that they were out of stock and could only provide a refund. They declined my request to secure a watch from a store to send to me. Since all other stores had sold out of the watches, I am now facing a $50-80 price increase to purchase the missing item I originally ordered. It is frustrating and unfair that Macy’s made the mistake but refuses to rectify it. I intend to share my experience online and with local Facebook groups to prevent others from encountering a similar situation. I am deeply disappointed by Macy’s handling of this issue.

Dear Macy's, I have been a loyal customer for years, frequently opening and closing accounts, and patronizing your store. During a recent visit to the Warwick, R.I. Macy's Shoe Department in October, I received excellent service from the hard-working manager and the kind and helpful Linda at the Dior counter. However, my experience with Domenica from the Main office was quite the opposite. When I contacted her about an issue with a Dior Lip Gloss purchase that did not meet my expectations, she was unhelpful and dismissive. Despite sending back the glosses with a letter addressed to her and confirming the delivery, she claimed not to have received them. This has left me frustrated as the cost of these items still appears on my bill. I am hoping to resolve this matter promptly and appreciate your assistance in crediting my account for the $60 worth of lip glosses. I am disappointed by the lack of follow-up from Domenica and the overall customer service experience. Thank you for addressing this promptly. Sincerely, [initials]

I called on Monday to place an order, and the representative took my order [redacted]. I specifically asked if it would be in by Friday, and he said yes. Yesterday, I called Macy's and encountered two rude customer service representatives who didn't resolve my issue. When I called back, the third representative was not any better. This does not reflect well on Macy's. I canceled my order and probably won't order from Macy's again. This experience was the last straw. The order was placed early Monday, and it was only sent out on Friday. The customer service provided is disappointing.

I am very disappointed with Macy's. I ordered two different coats on separate occasions and have had issues with both. The first coat was a Michael Kors faux fur trim hooded coat ordered on 11-14-[redacted]. I received an email on 12-01 informing me that the coat was undeliverable due to damage and to discard it. The second coat was a Charter Club plus size leather moto jacket ordered on 11-23. This coat was supposed to be shipped to the store for pickup, but on 12-01, I was notified that it was no longer available. I received an email from Oakland Mall instead of one informing me to pick up my item. I am very unhappy with how my orders have been handled.

I had an issue with a recent Macy's order. The customer service representative asked for my relative's address as an identification question, which I found suspicious. I refused to provide it and requested a change. The representative was rude and I recorded the call. I will submit the recording for review. Here are the order details: Order #: MSA[redacted] Order date: 11/28/[redacted] Payment method: Macy's ************[redacted] Billing Address: Oneida Pinero PO BOX [redacted] MESQUITE, TX USA [redacted] Shipping Address: Oneida Pinero [redacted] KERRVILLE ST DALLAS, TX USA [redacted] Shipping Method: FREE Standard Shipping Product: - Simmons Beautyrest Full 8" Pannel Quilted Pocketed Coil Innerspring Futon Mattress (Qty: 2) - Total: $[redacted].11 Contact Macy's Consumer Protection team at 1-[redacted] (Monday-Saturday 9AM-9PM, Sunday 9AM-7PM) to resolve the issue.

I am 85 years old and three years ago, I came across a brown leather jacket in an after Christmas sale that I instantly fell in love with. I had never owned a brown leather jacket before but always admired them on others. I was so happy with my purchase that I saved it to wear the following winter season. When I eventually began wearing it, not only did I enjoy it, but I also noticed how much my wife, who has dementia, loved it too. I even shared my new favorite jacket with her, and she ended up wearing it more than I did. We got so much pleasure out of that jacket and hoped it would last us for many winters to come. Unfortunately, this year when I brought it out, I noticed that it was peeling badly. Despite the condition, we continued to wear it, although we know it’s time to say goodbye to the jacket and our dreams of it lasting. The Customer Service representative I spoke to said they couldn't help, leaving us disappointed.

Dear Customer Service, I recently received an incorrect item in my order from Macy’s. I was informed that the correct item is no longer available and was issued a refund. However, I am now being asked to return a "defective item," which is not the case. I received a small carry-on bag instead of the 10-piece comforter set I ordered. Additionally, I am still awaiting the delivery of a pillow which is part of my order. I was not instructed to return the bag during my previous communication, and I do not have a return label for it. If you wish for the bag to be returned, I will need a return label. This has been a very frustrating shopping experience for me, and I am disappointed in the confusion caused. Please note the following: 1) I have already been refunded for the incorrect item. 2) I require the pillow to be delivered as soon as possible. 3) Dealing with this issue over a small bag has been overly time-consuming and stressful. This was not my mistake, and I hope for a swift resolution. Thank you for your attention to this matter. Best regards, SMSgt. Kyle Barnes

Hello, I placed an order on Black Friday. Macy’s and UPS show the delivery was on November 27, [redacted]. However, I did not receive the package. I called customer service the same day, and they assured me of a refund as I did not get the item. They mentioned the refund would reflect in my account within one to three days. Today is December 4th, and I have not received my refund for the undelivered package. I also received a letter stating I cannot be refunded due to UPS confirming the delivery. I request either my money back or the ordered items. This ongoing issue is frustrating. I trust Macy’s to honor their commitment, so kindly address my situation promptly. I have stated multiple times that I did not receive the package and require the full refund as promised during my last call. Your swift response is greatly appreciated. If not resolved, regrettably, I may need to reconsider shopping at Macy’s, despite my positive past experiences. Thank you.

I have made multiple calls since 11-28 to address my issue with a Cyber Monday order. Despite being promised a call back within one hour by a manager, I have not received one. Each time I call, I am put on hold for hours, hung up on, and transferred to the wrong department without getting any answers. I have been trying to inquire about a Cyber Monday deal for a pair of boots, which is a simple request. Despite my efforts to stay calm and polite, I have not been able to speak with someone long enough to resolve my issue. I hope to find a helpful and knowledgeable person who can assist me with placing or changing the order promptly.