To Whom It May Concern:*I am writing about the poor customer service via phone with a c...

GetHuman-jcru's customer service issue with Macy's from October 2018

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The issue in GetHuman-jcru's own words
To Whom It May Concern:*I am writing about the poor customer service via phone with a customer call center (*-***-***-****). I recently made an online purchase *****. I needed the product by the weekend so I chose the expedited shipping for the fee of $**. It said * business days on the website. I received and email with my order number (**********). I was expecting an email the next day with the shipment tracking number and when I hadn't received it by * pm, I called the above customer service number. I spoke to "Mark" and told him I was concerned about not getting an email with package tracking. He told me not to worry and the package would arrive on Friday as I was anticipating. Don't worry, it's fine. I asked if he could see how the package was sent so I could track it and he just said, Don't worry, it will be there tomorrow. I said, okay but I hope I don't have to call back tomorrow. He laughed and said, Don't worry! So Friday (*****), I get an email saying my order has shipped and it has the UPS tracking number. Now, I know the package cannot arrive on the same day as it is sent so I call the customer service number again. I speak to Leon (employee*********) . After I explain what had already transpired, he tells me that I don't understand what two days means. I explain that I needed the product by the weekend and that Macy's should credit me back the $** shipping fee as it would be more than two days. As I am trying to explain he keeps talking over me saying , Ma'am you just don't understand the shipping policy. I then say that I would like to speak to a manager. For the next * minutes he continues to tell me that I don't understand the shipping policy and that if I want he can cancel the whole order since I don't understand. I continue to ask for a supervisor. Finally, i get disconnected from him and am put on hold. "James" (employee * ******) comes on the line and in a very angry tone asks what I want. I ask if he is a supervisor because he sounds like the person I was just speaking to. He gets very angry and I ask him why he is angry since we had't spoken prior and he wouldn't know why I was calling. He yelled , I am not angry. So, I ask to speak to another supervisor that is not at that call center. I hear a click and am put on hold. Then a lady answers but says I've been connected to the credit center. I tell her what happened and she connects me to "Jill" who is stateside and begins to help me. I explain what has happened and she was very understanding and knowledgeable. I was extremely satisfied with my interaction with her. And that is why I decided to send an email even though Jill resolved my problem. If Macys is going to outsource their customer service then they should be sure the people who are representing them are being helpful to the customers. I don't know if they are purposely behaving that way hoping that most customers will just give up but it is very aggravating to someone who is a customer just looking for help. I like Macys and hope they survive as many brick and mortar stores are not doing well. Customer service should not be an after thought for a retail store. Please do better. Thank you for your time.*Lisa Crudo******@***.com
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Customer service issue
Reported by GetHuman-jcru
Oct 19th, 2018 - 3 mons ago
I have an issue with Macy's too
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Seen by 4 customers so far
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GetHuman-jcru started working on this issue
Oct 19th, 2018 11:49pm