Macy's Customer Service Issues

I returned 4 bras and a couple of blouses totaling $90. The lady in the purse department at the Sacramento store gave me a "Happy Returns" card for the refund. While using the card at the Macy's in Tracy, California, I was told it had a zero balance without showing the original receipt which I didn't have with me. The manager said I need the receipt to verify the balance, causing frustration. I tried to contact the Sacramento store for assistance but was only told to visit in person. The customer service experience has been unsatisfactory, and I seek a resolution to get my money back promptly without unnecessary hassle. Your help is greatly appreciated. Thank you. Martha.

I made a purchase during Macy's black Friday sale and was supposed to receive a free T-shirt through a rebate offer. However, only 4 out of 5 rebates were processed, and I am still missing the rebate for the T-shirt (#18-[redacted]) which entitles me to a $10 Visa prepaid card. After contacting your customer service on 12/9, I was advised to wait for the rebate to appear in my account, but it is still missing as of checking today, 12/31/[redacted]. I called 1-[redacted] and encountered difficulties communicating with a representative who repeatedly asked for an order number despite my explanation. Unfortunately, we were disconnected before the issue was resolved. I have the necessary documentation from my purchase in November and would appreciate assistance in resolving this matter. Thank you.

I made my initial call on Jan 1st at 10:23 PM to purchase the Kelsey medium Michael Kors purse in black. I inquired if they could honor a previous price for a different color which they confirmed. My second order was for a Minnie Mouse Coach satchel that I had seen priced at $62.00. After providing my card details, the call ended without a confirmation email. When I attempted to reorder the items at the honored prices, I was denied and got disconnected. Speaking to another agent, I was transferred to a supervisor in Credit Management who made me feel uncomfortable. I simply want to purchase the two satchels at the agreed prices of $58.00 and $62.00, as promised during my first call. I have always been a loyal customer and hope for a resolution. Thank you. R. Rodriguez.

I have contacted two online representatives of Macy's with no success, as they advised me to either visit a store or contact them directly. However, being back in the UK now, I am unsure of who I should reach out to for assistance with my issue. I had bought a Silver Bangle with clear gemstones from Macy's in Memphis as a Christmas gift. Unfortunately, the bracelet had missing stones, and despite noticing this after returning home, more stones have fallen out. This item holds sentimental value to me, so a refund or replacement to the UK would be greatly appreciated. I have provided proof of purchase and photos. I await your prompt response. Thank you. - Michele Dear Macy’s, I recently purchased a Silver Bangle from your store in Memphis, which had missing stones. Despite my attempts to resolve this issue, the problem persists with more stones falling out. I am now in the UK and require assistance in getting a replacement or refund. Please consider the shipping to the UK if an online voucher is provided. Your help in resolving this matter would be highly appreciated. Best, Michele Dear Michele, We apologize for the inconvenience you have faced with your purchase. Since this was a store-bought item, we suggest reaching out to the store directly for assistance as they handle such matters independently from our online services. For any further help, feel free to contact us via phone at 1-[redacted] or email at [redacted] We are available 24/7 to assist you. Best Regards, Saira Macy's Customer Service Representative

I had a disappointing experience at Mac recently. Last month, I bought a lipstick in a rush and misplaced the receipt in the store. I was advised by a staff member that the sticker on the product packaging would serve as proof of purchase for returns. A month later, I realized I needed to return the item prior to my knee surgery. Although I lost the debit card I used for the purchase and now have a replacement, customer service assured me the refund could still be processed since it was linked to my checking account. When I visited the Serramonte location on my lunch break and explained the situation to the employee, she inspected the lipstick and insisted on the original receipt. Despite my attempts to clarify the information given by customer service, she was unhelpful and accused me of being beyond the [redacted]-day return window. I felt unfairly treated and racially profiled, as a black woman in casual attire due to work. I am disappointed with the conflicting information and poor service from the representative at the store. I request a refund to be issued back to my card or in cash. Consistent and respectful customer service should be a priority for your company. Thank you. - Predetta B.

Dear Sir, In [redacted], my spouse and I bought a second home in Palm Springs, CA. When furnishing our two-bedroom condo, we chose Macy's due to their reliability. Recently, we encountered multiple issues with the master bedroom bed which came with a 10-year warranty. Macy's replaced the defective mattress in December [redacted]. In January [redacted], the same problem resurfaced and upon inspection, it was discovered that the box spring and frame were also faulty. The initial bed set-up by Macy's in [redacted] was incomplete, causing the bed to sink over time. Despite the inconvenience and discomfort as seniors, resolving the replacement has been challenging. Despite the excellent assistance from the Palm Desert store staff, correcting a delivery address mix-up was time-consuming. The process involved additional costs and considerable effort. Given our long-standing patronage and the substantial effort to address recurring issues, we hope Macy's can show goodwill in resolving this matter. Sincerely, Joanne B. [redacted] Grand Bahama Dr E Palm Springs, CA [redacted]

As a platinum member of Macy's residing in Hawaii, I am extremely dissatisfied with the outdated shipping benefits. The promise of no exclusions and free standard shipping falls short when a "Surcharge" is applied upon ordering, which I find unreasonable given my membership status. In comparison, as a regular Nordstrom cardholder, I receive free shipping and returns within 3 days regardless of purchase. This stark contrast in benefits is disheartening as a platinum member. The recent incident where I was charged a $10 surcharge for returning shoes further adds to my disappointment. I feel compelled to reduce my shopping at Macy's due to this issue, especially in the age of online shopping. I have been a loyal customer for a long time and cherish Macy's, but the current situation is truly frustrating and disheartening. I kindly request for exceptions to be made in this regard. Thank you. Sincerely, Jiye Ramos

I would like to share a recent exchange I had with Macy's Customer Service for your insight and hopefully a solution: Subject: Other Order Requests Response By Email (Jimmy C) (03/09/[redacted] 01:43 AM): Dear Kizzy Fraser, Thank you for contacting us regarding sales check number [redacted]1. We apologize for any delay in our response. Although tracking numbers were generated for your order on 2/27 (1Z67RE[redacted]26 and 1Z67RE[redacted]71), we have no updates. You may contact our DROPSHIP department at 1-[redacted] to pursue the matter further. We can assist in contacting the vendor, declaring it lost for a full credit, or placing a new order. We apologize for the inconvenience. Sincerely, Furniture and Bedding Customer Service Customer By Web FAQ/Ask A Question (Kizzy Fraser) (03/06/[redacted] 07:44 PM): To Whom It May Concern: I am a Macy's cardholder, Kizzy Fraser, seeking assistance with a missing order item. Despite previous good experiences with Macy's, I am concerned about the undelivered Vandale Adjustable Full/Queen Headboard (Sales check #: [redacted]1) from order [redacted] placed on February 18, [redacted]. After unsuccessful attempts to track the item, I am disappointed with the lack of information provided by customer service. I appreciate your prompt attention to this matter. Best, Kizzy Fraser Inadequate customer service has led to this frustrating experience. Requesting customers to engage with the DROPSHIP department could be improved with better internal communication for a seamless resolution.

I applied for a Macy's store card in December without realizing it was a credit card. I attempted to pay the balance and close the account, but I was charged a fee the following month. Despite contacting them by phone to pay the bill and close the account, I was billed again for not paying and the account remains open. I aim to settle the bill, close the account permanently to prevent further charges, and stop any negative impact on my credit. Unfortunately, I am unable to access my account online and have not received the password reset email. I prefer not to pay over the phone unless I can speak with a live representative.

During my business trip in Monterey, California, I visited Macy’s at the Del Monte Mall to purchase Estée Lauder Camo Max Coverage Foundation. The clerk recommended a color correction stick, but I knew I needed the tawny foundation. However, when I checked the Macy’s bag at home, I received Double Wear foundation and a concealer instead of the correct products. As I have a family beach portrait scheduled early this Saturday morning, I was devastated to find the mistake as I have severe hyperpigmentation. Not being able to exchange the products due to the store being closed, I had to cancel the portrait session and lost a $[redacted] deposit. Additionally, I lost the $20 Macy’s money applied to the original purchase. This mix-up has been frustrating, causing me to incur extra expenses by staying an additional day for the photoshoot. I am left feeling speechless and disappointed by this situation.

I am generally satisfied with the service and experience at Macy’s as a customer. However, on Friday, March 15, [redacted], during my 7 p.m. shopping trip, I had a disappointing experience at the Macy’s at Green Acres Mall in Long Island. While shopping for a gown in the women’s department on the 3rd floor, I found a hunter-green BestyAdam dress in size 14 on the 70-80% off rack. Despite the dress being the only one left and marked down, the manager declined to sell it to me at the discounted price. Instead, she offered only a 10% discount due to a minor flaw on the dress. This situation left me frustrated. In contrast, at the Roosevelt Field Macy’s the following day, I was able to purchase the same dress in navy blue, size 8, for the discounted price of $50.96. The staff at this location was helpful, friendly, and courteous. I would appreciate it if the staff in the Green Acres department could receive additional training and consider offering coupons for future purchases to resolve this issue. Thank you for your attention to this matter.

This morning, my 3-year-old grandson and I visited the Clinique counter at Macy’s in Stapleton. Unfortunately, there was no one available to assist us. Despite two Macy’s employees chatting nearby, they didn’t offer any help until I asked. They pointed me towards the fragrances section, where the lady was too busy to assist. I returned to the counter but the same employees were still unhelpful. Eventually, a young girl, who seemed new, was asked to assist me but didn’t know the answers to my product queries and tried to sell me the wrong item. She also mentioned she wasn't an actual employee and the designated staff would only arrive at noon. This experience showcased poor customer service at Macy’s, making me consider online shopping instead. The lack of staff and rudeness from employees was disheartening. I have always supported Macy’s, but today’s experience was disappointing. It’s crucial for the employees to be trained not just in customer service but in basic manners and courtesy. A friendly and helpful staff is essential for a store like Macy’s to maintain its reputation. I believe an apology is warranted, especially considering that we are visitors who intentionally visited this Macy’s. This encounter has left me regretting the decision to visit Macy’s.

I recently shopped at Macy's in Modesto, California, and my daughter found a dress for her sweet 16. I tried to use a coupon code that didn't work, but the sales associate, Sol Madrid, offered me a 25% discount and promised the dress by 2/28. When I returned, a manager informed me all dresses had been returned, but after some checking, Sol Madrid found my dress in the back. I want to give a compliment to Sol Madrid for her wonderful assistance and knowledge of the dress area. My receipt number is [redacted] or [redacted]. Sol Madrid truly deserves recognition from upper management.

I made a payment on 3/12/[redacted], ensuring all my bills are up to date as I work towards improving my credit score to buy my own home. Recently, Macy's sent me a letter stating I paid on the 13th, which is not accurate as I made the payment on time. This mistake has caused unnecessary stress as I strive to manage my finances responsibly. How can Macy's report me one day before my payment was due according to them? I urge Macy's to correct this error with all credit agencies promptly. Providing a non-human contact number for resolution is not helpful. Sincerely, Jenny Lys Bozoff. Long Beach, CA.

I am extremely unhappy with the service I have received and seek urgent assistance. I placed a large order (#[redacted]) with Macy's online for dress clothes for a new job starting on 1 April. The order was split into 12 shipments. Upon receiving a UPS alert on 28 March about damage and missing items in the first shipment, I contacted Macy's customer service to report the issue. The initial representative I spoke with was unhelpful, insisting nothing could be done until delivery, despite my explanation that the shipment was missing. After a call disconnection, I spoke with Reynaldo Q, who confirmed the missing items and promised a reshipment by 3 April. However, upon receiving an email on 30 March stating further delays, I called again for clarification. A third representative assured me of the reshipment but come 5 April, I found out from a fourth rep that no replacement was ever processed. Subsequent discussions with a supervisor revealed a delay in reshipping without my notification, leaving me disappointed and without my order as expected.

Since March 31st, I have been attempting to place an order for the clinquic special offer online. The offer, priced at $75, included a choice between a tote or the "Smart Custom Repair Serum." Despite it stating that I could select the serum for free, it was never an option. I contacted customer service on April 2nd and April 5th, where representatives assured me they would address the issue, but it remained unresolved. When I tried to place an order on the 7th, I was told the product was out, which is confusing as it was never available for selection online. I missed out on other offers while waiting for this one and am disappointed by the misinformation provided. The website's promotion is not working correctly, and I hope to receive clarification soon. Thank you, Leona Bessert.

My search for petite Not Your Daughter Jeans at Macy's Ala Moana Mall in Honolulu was disappointing. The store was quiet, but the saleswoman seemed disinterested, simply pointing without offering much help. After seeking assistance from another sales lady, I learned they didn't carry my size. When I called Macy's the next day about fanny packs, the phone tree had no relevant options. Target, on the other hand, provided quick support, informing me they had the item in stock and where to find it. Customer service at Macy's seems lacking compared to online retailers like Amazon, Target, and Walmart, which is why I usually prefer to shop with them. I only tried Macy's because I needed the items urgently.

My family and I visited Macy's Furniture to purchase a sofa. However, at the checkout, we were informed that the price was incorrect and needed adjustment. Despite requesting an apology, the manager stated the price was wrong and left for lunch. When contacting customer service, we were told to resolve the issue with the store and not corporate, even though the price tag originated from corporate. The customer service representative became defensive and started yelling, causing a scene. In contrast, the salesperson was understanding and suggested emailing the head office directly for resolution. We are seeking an apology for the inconvenience caused during our shopping experience.

I am Sherry Ponder and I am very disappointed with Macy's products. In January, it took a month for me to receive my entire order. I was compensated with a gift card. The diamond earrings I purchased had posts that tarnished within three weeks of wearing them. When I contacted customer service and offered to return them to prove my claim, I was told to discard them. They refunded my money and sent another pair. I kept this pair unopened until 4/21/19 for my birthday, only to find they were also tarnished. Even the diamonds looked dull, suggesting they were not genuine. I have bought other earrings from Macy's in the past without issues, but I have now lost them. It seems like false advertising to me. I have been a loyal customer since the store was May Co. Kaufman and now Macy's. I find the quality of your products lacking, even the comforter sets being too thin. I hope you take these concerns into account, as others I have spoken to share the same views about Macy's products. Thank you.

I misplaced my Macy's credit card, an American Express combination card, which I recently used at an AMC Theatre in Times Square, NYC. I realized it was missing about an hour after the purchase and have checked my bag thoroughly without success. I plan to be home by 10:00 pm and can call from my landline then. I am concerned about the card's security and would appreciate if you could assist me promptly. Please contact me via email at [redacted] Thank you. Mrs. Wyatt