Macy's Customer Service Issues

Order #[redacted] - I made this purchase on 11/27 in the hopes that it would arrive at my sister's by December 5 for her birthday. I contacted Customer Service as I noticed no progress with the sweater. Maxwell, Employee ID [redacted]4, assured me that it would certainly be delivered by December 5 at no extra cost. It's now Dec 3, 5 pm California time, and there has been no movement. I was informed it wouldn't make it for December 5 and was denied the chance to speak with a manager. Virgilia N., Soon-to-be former customer [redacted]

I visited the Macy’s store in Coddingtown, Santa Rosa, California, where I encountered an issue purchasing a Biddeford heated mattress pad. The pad I bought on October 29, [redacted], malfunctioned on November 30. After exchanging it for a new one, the replacement failed on December 2. Upon contacting the manufacturer, I discovered they were manufactured in [redacted]. Biddeford suggested that Macy’s should not be selling such outdated items. Realizing this, I suspect the first pad I purchased in October was also old stock, given it exhibited the same defects as the second one.

Today, I made an online purchase for $[redacted].85, but received an email from Macy's stating my order was canceled without a charge to my card. However, upon checking my credit card statement, I noticed Macy's had charged me $[redacted].88. I contacted the Consumer Protection number provided in Macy's email, but had difficulty understanding the representative due to the accent. After being transferred to another representative, the call got disconnected, and no attempt was made to reconnect.

Hello, I wanted to share that on November 23rd, I purchased several (Fragrance Sampler for Her) sets. Unfortunately, 23 sets arrived damaged, with one specifically, the "Donna Karan Cashmere Mist Eau de Parfum," being significantly spilled and only containing 1/4 of the product. As a loyal Macy's customer, receiving damaged goods was disheartening, especially as I had bought these sets for the upcoming Christmas event. I understand the challenges with the high volume of orders during the holiday season and the ongoing pandemic, but 23 damaged sets is quite a number. Rather than a refund, I kindly request replacement sets. I am happy to provide the order numbers for your reference. Sincerely, Thao D.

I purchased the Black & Decker EHC3002B Glass Bowl Chopper on Black Friday. I was excited to have scored it at a great price, only to receive an email later informing me that the item is discontinued. I woke up early to make this purchase, and now I am disappointed to learn that it's not available. I believe it's misleading to offer an item for Black Friday if it's not actually in stock. Macy's, please assist me in obtaining this item.

I'd like to appreciate Jenny from the executive office at the Macy's in Honolulu. She assisted me in locating my package that should have arrived in Las Vegas within 7-10 days from November 13. Jenny was extremely patient and kind, and her exceptional service is rare to come by. Thanks to her, I will continue to shop at Macy's in the future. I also want to mention Trina from the housewares department who helped me find the perfect pillow last Christmas, which two of my friends also purchased. Trina, who is Vietnamese, was equally courteous and helpful. Many thanks for the wonderful assistance!

Hello, I recently placed an order with the number [redacted], but there seems to be a mistake with the apartment number. Instead of 11, it should be [redacted]. Unfortunately, I have yet to receive any of the items from this order. I kindly ask for your assistance in making this correction as soon as possible. I am currently in Ecuador, and the individual in Miami who will receive the order is scheduled to fly to Ecuador on December 9. It is crucial to have this sorted out before then to ensure my Christmas gifts reach my family on time. Your prompt help is greatly appreciated.

I recently made a purchase during a Clinique promotion where if I spent over $65.00 on Clinique products, I was supposed to receive two free Clinique Skincare High Impact Mascara. However, I was charged $4.34 for these items. My total purchase was over $80.00, making me eligible for three free items from the Beauty Department, but I only received one of the free Clinique skincare gifts - an eyeliner. When I inquired, I was told the mascara was out of stock. I have since received the mascaras but have been charged $2.00 each plus sales tax. I believe these should have been complimentary. I kindly request for this charge to be removed from my account. Please reach out via email or direct this matter to a USA-based agent as I have faced difficulties with international call centers.

I have an EZ Exchange credit that I am unable to use at the store or online because it is not being recognized. The store associate mentioned that this card is no longer accepted but assured me that I should still be able to use the credit for returns. Despite the associate contacting customer service while I waited, they did not provide guidance on how to apply or use the credit. I am extremely frustrated because I was unable to get the manager of the Auburn store to assist me with resolving this issue.

I purchased 2 pairs of Harley boots on 12/6 and opted for premium shipping for a quicker delivery. The website stated that orders placed on Sunday would be shipped on Monday and delivered by Wednesday. However, today is Wednesday, and the website still shows no tracking information available. When I called customer service, I was informed by a representative that the items are currently out of stock and will be delivered at a later date. I am puzzled as to why I was able to purchase them if they were out of stock, why the money was deducted from my account, and why I was not informed earlier about the stock issue. I am left waiting for a delivery that will not happen today. I urgently require clarification on the status of my order.

I placed an order for two pairs of Clarks boots this morning with bag ID 2[redacted]56. The agent took all my information, including my credit card details. However, she mentioned that her computer went down but assured me that the order was processed. I was expecting an email within an hour, but nothing has arrived. When I called back, another agent informed me that there was no record of my order. I am concerned that my personal information might have been misused. Supposedly, one of the shoes was meant to be ready for pickup at the Yonkers store today. Any assistance would be greatly appreciated.

Order # [redacted]. I placed this order on November 27th and have not received any updates since then. I contacted customer service on December 7th and was informed it would ship that day, but the tracking information still shows as unavailable. I called again on December 9th at 2:37 PM EST and spoke with 'Pat'. Despite me expressing the urgency as it is a Christmas gift, I was unable to get a definite shipping date. 'Pat' mentioned she would call back on December 15th with an update, which was unacceptable. Requesting to speak with a supervisor, I was informed one was not available due to high call volumes. Frustrated, I asked to cancel the order, but 'Pat' said it was not possible. She promised to call back in 30 minutes, which has not happened. I am disappointed with this poor customer service experience and need assistance promptly. - Kim L.

On November 26, I placed an order (#[redacted]) which had 5 items. I have received 4 of the items so far. However, upon tracking the 5th item, I noticed a label was generated on December 1 but has not moved since. It seems the item was never shipped and is possibly lost. Despite contacting Macy's, they insisted I wait another 7 days before a replacement can be sent. This delay is unacceptable as the item is intended as a Christmas gift and needs to be replaced promptly.

Hello, I purchased a diamond bracelet for my girlfriend, but after she wore it for just three hours, we noticed a missing diamond. We took it back to the store in Clearwater Mall, FL. They received the bracelet on November 27th. It's been quite a wait, and now they mentioned they are waiting for the diamond chip, which might be shipped out on December 16th. I'm a bit perplexed as to why they don't just provide a replacement since it's taking so long, especially since the store has two left in stock. Christmas is approaching, and I'm concerned. Could someone please clarify the return policy for me? Thank you, Robert D. [redacted] [redacted]

I returned one jumpsuit and two packages of socks totaling $57.12, plus $5.43 in sales tax. I noticed that the items were listed in the returns section of my Macy's account, but the deduction was not reflected on my bill. I made over six calls to Macy's Customer Service before November 08, [redacted], as my account was charged an additional $28 for being past due. Two of the calls lasted more than 20 minutes and ended abruptly. I was informed that they could not access my account to verify the returned items. I struggled to understand them, and it seemed like they did not comprehend my concerns. I am eager for a Customer Service representative to contact me to resolve this matter. Thank you, Paula Moragne

I purchased a holiday Christmas tree as a house-warming gift for my friend, but the white powder meant to represent snow caused allergic reactions and made a mess. The product's poor quality led to my friend suffering from itching due to the particles spreading everywhere. Additionally, the chocolate I included in the gift was of low quality and had an unpleasant taste, leading to disappointment. We have decided not to return the items due to concerns about the hazardous powder. The experience was highly disappointing, and I am now seeking a full refund for the order. Order number: [redacted] Date: 11/25/[redacted]

Regarding order #[redacted] placed on 11/30 for Dionne Polk, I recently received an email indicating that the COTTON ON jogger pants ($17.49) had no delivery date. Consequently, on Dec. 5, I promptly called to cancel the item, only to find a charge of $17.49 on my credit card that very same day. The jogger pants arrived on 12/10, but as I had already canceled the order on Dec. 5, I no longer wish to keep them. I am looking to return the pants for a credit, but unfortunately, there is no mention of Macy's with the item. I am seeking guidance on the return process and credit issuance. However, I encountered significant challenges with your customer service. Despite cancelling the order on Dec. 5, the charge went through. My recent attempts to contact Macy's have been extremely frustrating, culminating in a disconnected call with Michael. I have been a loyal customer of Macy's for many years and hope for a more efficient resolution.

Regarding your order #[redacted] placed on 11/30 under the name D.P., I wanted to address the issues I've faced. On 12/4, I was informed by email that the cotton joggers were canceled due to the vendor's delivery date uncertainty. To confirm the cancellation, I called on Dec. 5. However, on the same day, I noticed a charge of $17.49 on my credit card by Macy's for the item. Surprisingly, on 12/10, the order arrived from the vendor without any mention of Macy's involvement. I no longer require the item and wish to return it to Macy's for a $17.49 credit. Unfortunately, the customer service experience with Macy's has been subpar. Despite my attempts, including this email, I have spent over an hour trying to resolve this issue. Please guide me on how to return the item and obtain the necessary credit. As Macy's processed the charge, I intend to return the item to the store. Thank you.

Hello, I hope you're doing well. I placed an order with Order #[redacted] on November 25 and made the payment. The delivery details were sent to UPS on November 29. According to my account on your website, the order was supposed to be delivered by December 4, but it is now December 11 and there is no update on the UPS website. I am concerned that my order might be lost. Could you please provide assistance on this matter?

I ordered items in October and thought I had until January to return them, but when I tried to return them, I was informed that the deadline had passed. Due to my mother's hospitalization from Covid, I was preoccupied and missed the return window. My usual practice is to return items within a week of receiving them. A November order was actually placed by my daughters, not me. As longtime loyal Macy's customers who have spent a significant amount over the years, my family and I kindly ask for an exception to return these items. The items in question are from Order #[redacted]: - INC Ribbed Puff-Sleeve Top, L, Bright White - JM Collection, 3/4 Sleeve Scoop-Neck, L, Lillium - Karen Scott, Button-Hem Scoop-Neck Cotton Tee, L, Bright White - Karen Scott, Basket-Weave Trim Flutter-Sleeve Top, L, Bright White All items were too large and are from the specified order. I would greatly appreciate the opportunity to return these items at the original purchase price from two months ago.