Macy's Customer Service Issues

Issue One: For Order #[redacted] placed on 11/30/19, I received silver sandals instead of the evening sandal Blue by Betsey Johnson in gold that I ordered. I used a $25 gift card for this purchase and would like to return the silver sandals and have the gift card credited back to me. I reordered the sandals and received them on 12/19. Issue Two: In Order #[redacted] for a Betsey & Adam white crepe drape dress in size 6, received on 12/19/19, I noticed an odor and the dress was soiled upon opening. Customer Service offered a $10 credit or full refund but informed me that size six in white was unavailable, suggesting I choose a different color. I reiterated my need for size six in white. Macy's values customer satisfaction and aims to enhance the shopping experience both in-store and online. However, my recent experiences did not meet my expectations. I expect a refund for the sandal order and a fair discount on the dress. As a loyal customer, I trust Macy's will uphold its commitments to me. If not, I will need to reconsider shopping at Macy's. Sincerely, Vera L. H. Seals

I recently made several shoe purchases, and while one pair I picked up had a promotional offer of 40% off the regular $[redacted] price, they were rung up at $70. When I mentioned this to the cashier, they insisted that was the correct price. To avoid delaying the line, I went ahead with the purchase at the higher price but intend to contact customer service to address the discrepancy. Please reach out to me via text at [redacted] for further assistance. Thank you. - William Wilson

I did not receive my full order. I bought two Nike camo hoodies, but only one was delivered. I discovered the delivered one in the snow, tossed 5ft from my door. I carefully searched for the missing package, but it was nowhere to be found. This is concerning as it was meant to be a Christmas gift. I would appreciate a quick replacement shipped to ensure it arrives by Christmas Day. Thank you for your prompt assistance.

I wanted to share my positive experience at Finish Line @ Macy's in Augusta, Georgia regarding an exceptional employee named Shayla. During my visits, Shayla demonstrated a high level of knowledge, kindness, and customer service. My husband and I truly appreciate her dedication to ensuring customer satisfaction. Shayla's outstanding service makes our shopping experiences memorable, and we believe she is a valuable asset to Macy's. I hope this message reaches the appropriate department to recognize her contributions. Sincerely, Stan and Jackie Sherman.

My AMEX card information was compromised when an order was made through Macy's two months ago. Today, on 12/24, AMEX alerted me about an order totaling approximately $[redacted] in five different transactions. AMEX provided me with a secure code for future orders. I am frustrated by the lack of corporate responsibility in promptly notifying customers about such breaches. Companies often wait months before informing customers of security breaches, which is unacceptable. It reflects poorly on their ethical business practices.

I bought 6 queen size bed sheets at your Downtown Brooklyn Store back in October [redacted], two of which were from Charter Club. Yesterday, I opened one of the Charter Club sheets for the first time and discovered the fitted sheet was stained with blood and the pillow cases were missing. I was really disgusted and had to throw them away. I just wanted to bring this to your attention so that more care can be taken when receiving return items.

I placed an order for cologne for my husband as a Christmas gift on December 17th with an expected delivery date of December 23rd. Unfortunately, the package did not arrive. I spent a significant amount of time on hold with customer service on the 23rd, but found the representatives to be rude. After sending a complaint via email, I was informed that my item would be received on December 26th, yet it still has not arrived and its whereabouts are unknown. Despite contacting UPS and Macy's, there has been no resolution. I am frustrated by the lack of information and the discourteous behavior of the customer service representatives. My order number is [redacted]. I am requesting that the representatives be reprimanded for their behavior and that I receive a 50% discount on my purchase.

I am a 76-year-old Macy's cardholder who recently faced some challenges resulting in a missed payment of $16.70. Despite paying off that balance with a $18.70 penalty to Ms. Vivianna in Bogota on 14/1/[redacted], I was still charged an additional $70+ for a second late fee due to missing the 13 Jan. [redacted] deadline. I had a dental emergency the day before, preventing me from making the payment on time. I've paid $35.40 today but am requesting a waiver for the second fee. As a loyal customer with various medical expenses to manage, I believe Macy's should consider my situation. I hope for your understanding and reconsideration on this matter.

Order # [redacted]: I made this order on Nov. 24 and requested a price adjustment on Nov. 27. Despite being assured of an email within 72 hours and a refund within 5-7 business days, I have not received any response. Subsequent follow-up calls on Dec. 18, Jan. 8, and Jan. 15 also did not result in the promised email or refund. I am expecting a call and email by Jan. 17, with a refund of $51.49 to my Visa ending in [redacted] for price drops on items like a Christmas tree, 2 pairs of Alfani pants, and a Ryan Seacrest Jacket. Despite assurances from customer service, including Chloe on Jan. 8 and Diane, the resolution specialist, the lack of communication and action on the refund has been disappointing. My continued efforts to resolve this have been unsuccessful.

I found information on Macy's website about their holiday return policy. According to the policy, certain items purchased between specific dates can be returned within a set timeframe. For instance, jewelry, watches, small electrics, social dresses, and Backstage merchandise bought between November 1, [redacted], and December 31, [redacted], are eligible for return until January 31, [redacted]. Additionally, tech accessories and Apple products purchased between December 1, [redacted], and December 31, [redacted], can be returned until January 8, [redacted]. However, the return policy for Last Act merchandise remains unchanged. I recently bought a pair of earrings online from Macy's with a return deadline of January 15th. When I tried to return them in-store on January 16th, I was informed that I couldn't do so. Despite mentioning the holiday return policy, the store staff insisted that I needed to adhere to the return date on my receipt as not all jewelry items qualified for the holiday return policy. Disappointed by Macy's handling of the situation, I believe their management of the holiday return policy could be clearer to avoid such misunderstandings.

I've been trying to purchase a pair of pants from Macy's since 3:00 PM today, and it's now 8:34 PM. Wilma is holding the pants for me at the New Jersey store in Willowbrook Mall. However, I can't find my credit card and needed help from customer service. Unfortunately, I've had a terrible experience as they never connect me directly to the store. I've been on hold four times for about half an hour each and even had a supervisor keep me waiting for 45 minutes before I gave up! I'm at my wit's end and really just want to get those pants. This situation has made me a very frustrated customer.

I am seeking assistance with tracking my order from Macy’s. Dealing with their customer service has been frustrating as it has been nearly a month since I placed my order and it still hasn't been located. I have been making daily calls and sending emails but have not received a resolution. It seems like my coat is either missing or has been stolen by someone at the Macy’s warehouse. The order number is [redacted]. In their email response, Farah apologized for the inconvenience and mentioned reaching out to their internal team for a solution. For further inquiries, Macy’s can be contacted at 1-[redacted] or [redacted]

Several months back, I made a purchase of $17.00 from Clinique at Macy's, but unfortunately, I missed the subsequent statements. Recently, I received a call early on a Saturday morning informing me about the outstanding balance of $[redacted].34. I remained on the line while they processed the payment using my debit card, but it seems the amount was not debited from my account. Despite sending a check to cover the full amount, I received another bill with added interest. I'm concerned about the unresolved payment and would like the credited amount applied to my card. Please investigate this matter promptly. Thank you. - J.W.

I purchased a Bella 2-slice toaster that was originally $44.99 but on sale for $18. I had it in my cart, but when I tried to order it on Monday, the sale price wasn't there. The Web ID is [redacted]1. It was challenging to find someone to assist me, but I eventually spoke to a representative who adjusted the price when they found that the sale was on Sunday. After refreshing the screen, the sale price appeared. The rep suggested calling back if any issues arose. Unfortunately, when I went to place the order, the price had returned to $44.99. I attempted to call back but couldn't reach anyone. It was frustrating as I couldn't get through all day. Even trying the chat feature was difficult. This has been a very unusual and disappointing experience. Macy's should improve their customer service access during these challenging times.

I am Angela S. Leeson. During the quarantine period, I ordered several lovely blouses for my son's wedding. Unfortunately, the wedding has been postponed to the fall due to the Covid virus. I am hoping to return these unworn blouses once the stores open since I will now need outfits suitable for the fall season instead of spring. I have all the receipts handy, but I am worried about the limited return window some stores have, as I won't be able to return them until the stores resume normal operations. Thank you, Angela S. Leeson.

I purchased a pair of diamond earrings on 1/4/20 at your Cool Springs store in Franklin, TN. The setting was supposed to be white gold, but upon closer inspection, I realized I had been given yellow gold instead. The tags are still attached to the earrings. Due to current circumstances, I haven't been able to exchange them and I am unsure when or if your store will reopen. I would appreciate some assurance that I will be able to exchange these for a white gold setting. Thank you, Martha Lockridge

I recently ordered a mattress, but encountered an issue with the shipping address. Despite contacting Macy's and providing the correct information, my mattress was still sent to my old address in Henderson, NV while I am in Ohio. I have been struggling to reach both Macy's and UPS in Henderson to resolve the situation. UPS mentioned that Macy's needs to reach out to them directly. Unfortunately, I haven't been able to get through to Macy's to convey this information. My order number is [redacted]3, and the UPS shipping number is 1ZY504V[redacted]2. My name is Kim M., and the correct address is [redacted] Columbia Rd, North Olmsted, OH [redacted]. Thank you.

Order # [redacted]: I returned five items, which included an INC International Concepts petite Shine black sweater in XS size. Its price was $7.96. Initially, I was told to send this item to a different address, but after speaking with a representative, I was instructed to send all items in one bag to the same location. The issue is that the returned item was not reflected in the refund list despite being sent back with the others. I also attached a note to the package. All five items were returned on April 21, and it has been over two weeks with no refund issued to my bank account yet. Please ensure the refund for all five items, including the one that was supposed to go to a different location. Trying to contact customer service has been challenging as I have made numerous unsuccessful attempts by calling the main phone number.

Dear Macy's Customer Service, I am writing to request the shipping address for my order number [redacted]6 be corrected before it is shipped out. I received an email with the incorrect address and tried contacting customer service, but did not receive an answer. Despite being informed that the address was corrected to [redacted] Yale Court, Wantagh, New York [redacted], subsequent emails indicated the items would be sent to the wrong address. I kindly request that the order [redacted] be reshipped to the correct address at [redacted] Yale Court, Wantagh, NY [redacted] under the name Sheri Podell. I value shopping at Macy's and hope to see this issue resolved promptly. Your attention to this matter is greatly appreciated. Sincerely, Sheri Podell

I have been a dedicated Macy's customer since [redacted] because of their outstanding customer service. Yesterday, I tried to purchase a Mother's Day gift certificate five times with no success. The fill-in form was challenging to navigate, causing me to fail twice. A friend experienced the same issue when using her account. The purchase went through twice via PayPal on separate accounts, but the fraud division canceled both transactions. I attempted to contact the fraud division three times, only to have one person hang up on me. The treatment I received was unexpected from Macy's, a company I always valued for its human touch. Mother's Day has passed, and I urgently need this issue resolved.