Please see the correspondence below between Macy's Customer Service department and me...

GetHuman-kjfc's customer service issue with Macy's from March 2019

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The issue in GetHuman-kjfc's own words
Please see the correspondence below between Macy's Customer Service department and me. I have copied and paste the email for your review and considerating and hopefully a resolution. ***Subject*Other Order Requests*You recently requested assistance from our online support center. Below is a summary of your request and our response.*Thank you for reaching out to us! If you have additional questions, we can be reached by phone at *-***-***-****. **Response By Email (Jimmy C) (********** **:** AM)*Dear Kizzy Fraser, ***Thank you for taking the time to email us regarding sales check number ********.**We apologize for the delay in responding to your email.**About your order, we really sorry that you haven't got your headboard until now however upon checking here, there were tracking numbers that was created last **** under tracking *Z**RE************ and *Z**RE************ but there's no information or any update about it. We suggest here that you may partner with our DROPSHIP dept at *-***-***-**** so we can either contact or request it to the vendor or we can declare it as lost and process full credit and you may just reorder it then. Again we really sorry for this trouble.***Sincerely,*Furniture and Bedding Customer Service***Customer By Web FAQ*Ask A Question (Kizzy Fraser) (********** **:** PM)*To Whom It May Concern:**My name is Kizzy Fraser, and I am currently a Macy's cardholder. I have always been fortunate to receive excellent customer service from Macy's, and I also enjoy the quality of the products I have purchased in the past. **I am sure the incident that I have documented below is atypical* however, your expertise and assistance would be appreciated. I placed an online order (Order *: **********) for a few items on February **, ****. I received three of the four items purchased under the prior mentioned order number. The Vandale Adjustable Full*Queen Headboard, Quick Ship (Sales check *: ********) remains undelivered as of today March **, ****. **I contacted Macy's customer service department via phone on March **, **** in an effort to obtain a tracking number for the item in question. It was determined that the headboard wasn't received from the vendor, so a request or ticket was made while I was on the phone with the representative. The CSR informed me that I should receive an email with a tracking number within ** or ** hours.**After *** hours elapsed, I called Macy's customer service department today at *:** pm and was disappointed that the CSR was unable to answer my question regarding the whereabouts of the ordered item (********). The only information I was able to extract from the CSR (who by the way was pleasant throughout the very brief conversation) was: there was no record of the item being shipped, and I could call UPS to see if UPS has the item. I remain confused with the level of information received thus far, hence the reason I am requesting your assistance. **I thank you in advance for a speedy resolution of this minor setback.**Kindest Regards,*Kizzy Fraser**---***:******:*****---***Now, this is what I consider to be unacceptable customer service. *Why should the customer be further inconvenienced having to take additional time to partner with Macy’s ”DROPSHIP” department? The problem I am experiencing is an internal communication breakdown issue (whether it be Macy's vendor or not)* why are you requesting that the customer gets involved before a resolution? A more reasonable and acceptable request would be to coordinate with Macy’s "DROPSHIP'on a guaranteed delivery date. The lack of customer service is truly disappointing for a company like Macy.

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Customer service issue
Reported by GetHuman-kjfc
Mar 9th, 2019 - 3 years ago
Not resolved
Seen by 72 customers so far
Similar issue to 1630 others
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GetHuman-kjfc started working on this issue
Mar 9th, 2019 10:32am
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Mar 9th, 2019 10:36am
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