Macy's Customer Service Issues

I have been in contact with Macy's via phone and online for over a month. I overpaid my account, and they initially said they would send a refund check, which I never received. They later mentioned they would deposit the refund directly into my checking account within five days. I provided them with my account number and routing number, but it has been six days, and I have not seen the refund. If I missed a payment, I would be charged without hesitation. I am frustrated with the lack of assistance over the phone; it seems like no one understands my situation. I urgently need my overpayment refunded. I feel like a small individual to Macy's, but collectively, all customers contribute to your company's success. I would appreciate a call back to address this issue promptly. Thank you for your understanding. Linda Shepard

Hello, I'm writing regarding two orders, [redacted] and [redacted]. On November 25th, I purchased two Seiko watches totaling $[redacted].80 through Ebates, as they offered 6% cashback. Then on December 1st, I bought another watch for $[redacted].49 with a 10% cashback offer from Ebates. Despite the significant cost, the cashback and financing options seemed attractive, especially with a chance to earn over $[redacted] in cashback and a year-long interest-free financing option. However, during the online purchase, the app did not provide a 12-month financing option. When I visited the store to pick up one of the watches, the staff suggested returning and repurchasing all three items to avail of the financing offer. While I had to pay an additional $79.99 for a battery life warranty that wasn't available through the app, I believed it would be worth it due to the cashback benefits. I reached out to Ebates after not receiving the cashback, and they informed me that Macy's marked the purchases as returned, leading to the cashback denial. I am requesting assistance in resolving this matter to receive my cashback. Thank you, Talia

I placed an order for luggage on November 26th. The UPS label was created on November 29th with an expected delivery date of December 7th. When I contacted customer support, I waited for 30 minutes before speaking to a representative who had difficulty with English. The rep repeated information from Macy's website and informed me that was all they could provide, advising me to wait. When I requested to cancel my order, I was informed it was not possible. Upon asking to speak to a supervisor, the call was abruptly ended.

I have made multiple orders with Macy’s since Thanksgiving, but I have not received everything I ordered. After spending two hours checking emails and tracking packages, I discovered that Macy’s canceled two items from different orders. Order number # [redacted] placed on 11/24 was supposed to ship on 12/3. Another order # [redacted] is missing an item. It seems these items were canceled, possibly due to being out of stock. What I find unfair is that these items were in stock when I ordered them, but because I selected a slower shipping option, they were likely sold out by the time my orders were processed. I wish Macy’s had informed me via email instead of me having to investigate and realize the cancellations myself. I am looking for an explanation and a solution. Thank you. Judith T.

Hello, I have an unusual request. I recently purchased designer perfumes totaling around $[redacted] to use as prizes at my daughter's bridal shower. I would like to continue the perfume theme by repurposing some of the large empty perfume bottles that were previously used for sampling as vases. I shopped at Swansea in Massachusetts. Is there any way you could assist me in obtaining these bottles that may have been destined for disposal? I understand if it's not possible due to inconvenience, but I would greatly appreciate any help you can offer. Thank you.

I have spent over 5 hours on the phone with various customer service representatives from different [redacted] numbers. Despite my simple original request, I have been through 5 representatives, each of whom didn't speak English well and seemed clueless. My order has become even more complicated, especially since I never received the return address label I requested. To add to the frustration, I am being charged for items I already received and kept over two months ago, and they are being sent to me again. I urgently need someone to contact me by phone at [redacted] or [redacted]. Despite being a long-time Macy's customer, I doubt I will shop there again after this experience. As an editor at a major Washington, DC newspaper, I am considering having a writer cover this exhausting ordeal. Please reach out to me promptly.

Subject: Follow-Up on Your Recent Inquiry Dear Customer, Thank you for reaching out to us at the United States Postal Service. After looking into your recent inquiry, we found that based on USPS Tracking, your item with tracking number 9[redacted] 1[redacted] 3[redacted] 28 only displays pre-shipment information sent to USPS on 12/03/[redacted]. This means that while the shipper has notified us about the item for processing and delivery, it has not physically reached USPS facilities yet. Rest assured that once it does, delivery will be attempted or made promptly. If the item was sent by a company, they typically have insurance to cover these situations. We recommend contacting the sender to address this matter. Companies often review customer files and offer reimbursement or replacement when necessary. Best regards, US Postal Service WNY Consumer Affairs

I was not informed by the jewelry department in Natick, MA about the non-returnable policy for the $[redacted] pearl necklace I purchased when my wife tried it on. The store policy is not prominently displayed, making it misleading for consumers. Despite the concerns regarding depreciation and theft, the no return policy feels deceptive. The salesperson also did not provide the correct price initially and failed to mention the return exclusion. I have been a loyal Macy's customer for 2 years, spending over $[redacted] on jewelry. I feel like your store is not being transparent with customers, and I would appreciate a fair resolution in the form of store credit or a gift card. If this issue is not addressed promptly and fairly, I will dispute the charges as a misleading sale and may consider taking further action through small claims. Sincerely, John H.

While shopping at Jensen Beach Macy's today at 1:30 pm, I visited the Backstage section for the first time. However, I witnessed two employees taking a shopping cart full of items and hiding them behind the counter. When I tried to purchase something from that cart, they informed me they were setting it aside for themselves. Upon bringing this issue up at the checkout, the manager, who was one of the employees involved in hiding the merchandise, dismissed my concerns. The cashier, identified as MAC, claimed to be the manager and condoned this behavior. This experience left me very disappointed as I have worked in retail before and know that such actions are unacceptable and could lead to termination.

I placed an online order with Macy's on 12/13/18 and realized I should have chosen expedited shipping for an additional $9.00. I called the provided phone number to make the change but had a frustrating experience. The operator I spoke with, named Mae, seemed to have a Chinese accent. After being put on hold twice and disconnected once, I was quoted $29.68 for expedited shipping, even though the website stated $9.00. When requesting to speak to a supervisor, Mae avoided connecting me. Despite my persistence and three phone calls, I was unable to reach a supervisor. I feel disappointed by the lack of customer service and would like this matter investigated promptly. I hope Macy's addresses this promptly as I was purchasing these items as a Christmas gift. Thank you for your attention to this issue. Best, Marian Pozgay [redacted] Anchorage Avenue Fort Myers, FL.

I was charged $25.00 for a program I did not sign up for called Thanks for Sharing. When I went to the store to pay my bill, I asked for the charge to be removed, but was directed to call Customer Service. After a call, I was told the $25.00 would be credited, but I never received a confirmation email. When I called again, I was placed on hold and then transferred. The online chat was also unavailable. I've had challenges with Macy's online service. I believe AmEx handles the Credit Accounts. I refuse to pay the $25.00 or the $2.00 fee. This issue must be resolved promptly. Please provide a solution.

Hello, I contacted you yesterday about my order. I reached out to Macy's on December 9th about an order that was not shipped (order number: [redacted]). A replacement was sent, and I received it yesterday. The item, a mousse hair product, was defective. It leaked as a liquid rather than forming a foam when used. I am disappointed after waiting so long for the initial purchase made in November. I kindly request a replacement for this unusable item. Thank you and happy holidays.

I was attempting to buy gift cards in bulk for Christmas, a tradition I follow annually. I spoke with customer service, and they required a verification process. Despite receiving a text with the verification code, the representative could not verify my phone number, causing the purchase to be declined. They mentioned it would take 24 hours to complete the verification, a process I've never encountered before. The cancellation of this purchase was not only embarrassing and time-consuming but also inconvenient. Now, I have to find another location to make the purchase, delaying my plans to mail them out. Additionally, your store missed out on a $[redacted] plus sale that I typically make yearly.

Order#[redacted] was placed on 12/13/18, and UPS shows delivery on 12/17/18, but I did not receive the package. After contacting UPS, they said the driver left it outside a gate, but there are no gates near my home. Macy's representative, Spike, assured me a new order would be expedited with 2-day shipping, but no email confirmation was sent. I was promised a refund, but after waiting for two hours, no email arrived. I feel misled and would like a thorough investigation into this situation. I hope to get my poster or receive a refund promptly. Thank you.

I had a disappointing experience with Macy's regarding my Christmas order. Initially, I placed order #[redacted] on December 8th, but only part of my order was available for pickup at the store. After being told I could wait for the rest, my later pickup was unexpectedly cancelled on December 18th. I faced challenges resolving this issue over the phone with several representatives, often getting disconnected after long waits. Despite my efforts, I ended up having to reorder some items at a higher price with expedited fees. This situation has really dampened my holiday spirit, and I feel my order should be adjusted to the original sale price with reimbursement for the expedited fee. If not for gifts for my grandchildren, I would have switched to Kohl's.

I came across this jacket on Macy's website and ordered it for my daughter's boyfriend on December 15th to receive it for Christmas as promised on the site. Despite the estimated delivery date of 12/19/18, on that day, it was labeled as "DISCONTINUED." Unfortunately, Macy's had put a hold on the money in my daughter's bank account for the jacket, hindering her from buying another gift. Contacting Macy's Customer Service turned frustrating as they wouldn't assist me because I wasn't the actual purchaser. After my daughter's attempt, she was redirected to blame the bank by Macy's and vice versa. Seeking help at the local Macy's store, the manager clarified the lack of connection between the online and retail stores, only capable of repeating the same steps we did. Despite assurances of the pending charge's release, it remains unchanged. The unavailability of supervisors and unreturned calls have left the situation unresolved. My intention is to discontinue any future dealings with Macy's and dispose of my card accordingly.

It is December 21, [redacted], and my order is marked as delivered, but I have not received it. This was meant to be a Christmas gift, and I am disappointed that it did not arrive. My name is K. D. Curtis, and my order number is #[redacted] for a [redacted] Lago 12PC HA cookware set. I made the purchase on December 13, [redacted], and though it shows as delivered today, the cookware was not received. I am not seeking a refund but rather an explanation and a resolution to this issue. If the original order is unavailable, I am open to receiving the 12-piece hammered copper cookware set as a substitute. I trust that Macy's corporate office will address this matter promptly. I insist on communicating with an American representative and anticipate a reply and an expedited delivery by 12-24-[redacted].

I was promised a $25 gift certificate for the inconvenience I experienced with my gift orders. After not receiving it, another agent named Kevin assured me it would be mailed to my address at [redacted] Hanna Lane NE Apt [redacted], Lacey, Washington [redacted] by December 29th. As a loyal Macy's shopper, I eagerly await the certificate to arrive as promised. I didn't request it initially, but it was offered due to the mix-ups with my orders. I hope to use it to purchase gifts for my family in Georgia, and I trust Macy's will come through. Despite this unexpected issue, I appreciate the effort to rectify the situation and wish you all Happy Holidays. Sincerely, Yolanda Willis.

Dear Customer Service, I recently reached out to address an issue with a jacket I purchased from your company that arrived extremely wrinkled. The representative I spoke with granted a credit to cover the cost of having it professionally ironed, which was greatly appreciated. However, I encountered difficulty during the call due to the representative's limited English proficiency and a noisy office environment in the background. Despite the challenges, I managed to request to speak with a supervisor. After some reluctance, she agreed to transfer me, but I was left waiting indefinitely without anyone picking up the call. This experience left me feeling frustrated and undervalued as a customer. I believe it is essential for Macy's to consider hiring employees who are proficient in English or providing language training to ensure effective communication with customers. While I prefer online chats for clearer communication, I understand your focus on personalized service. Nevertheless, it is crucial that customers can understand and be understood by your staff members. I kindly request a response to this matter, as I have been a loyal Macy's customer and value your products. Improving customer service in terms of language proficiency will enhance the overall shopping experience for many, not just myself. Thank you for your attention to this issue. Sincerely, Pamela A. Wunderlin

I ordered two perfumes, Chanel Chance and Daisy (eau so fresh), on December 7. I received an email stating my order was shipped and my address was updated, which I hadn't done. On December 12, I got another email saying my order was delivered, but only the Chance perfume arrived, not the Daisy. After contacting Macy's, they said they would send a replacement. I received an Elizabeth Arden facial cream instead. After contacting Macy's again, they asked me to return the cream for a refund, but then said I wasn't eligible for a refund as they claimed to have delivered the correct item. Despite multiple calls and promises of a replacement perfume, I have yet to receive it. I just want the perfume I paid for.