Macy's Customer Service Issues

I recently shopped at Macy's Backstage and unintentionally left behind a cup that holds sentimental value to me. Upon realizing my mistake, I promptly contacted the store and was assured by the same helpful staff member who checked me out that my cup had been found and secured for me to retrieve, with my name tagged on it. However, upon returning to the store, my cup was nowhere to be found, and the staff mentioned the possibility of someone else taking it. This inconsistency has left me feeling disappointed and suspicious that it may have been taken by a Macy's Backstage employee. I am eager to resolve this issue and would appreciate a prompt response from your team regarding the situation. Thank you, S. W. [redacted]

I received a blouse from my son for Christmas in [redacted] which didn't fit, so I tried to return it at Macy's Menlo Park in Edison, NJ last weekend. Unfortunately, due to family health issues, I couldn't do it sooner. I've been a long-time Macy's customer and was surprised by the new return policy. When I asked to speak to a manager for an override, the manager, Tess, appeared visibly annoyed and refused to listen. She seemed uninterested in helping and even mumbled under her breath. When I asked for her last name, she mumbled again, making it hard to understand. I felt mistreated and believe she lacked essential customer service skills. It's clear she's unhappy in her role and unfit for a managerial position.

I received incomplete furniture today from a local store in Georgia. A cushion for my sofa is missing, and the representative mentioned it will be available in the warehouse by August 10th, [redacted]. I questioned why an incomplete item was delivered without prior notice to a paying customer. This issue occurs frequently, so you can contact customer service for assistance, and they should be able to send it out by tomorrow or Friday. Time, money, and respect are important factors that should not be disregarded when dealing with paying customers or representing your company. I kindly request for the item to be picked up and replaced with the correct order promptly, or for a rush delivery of the missing piece to be made to my house by Thursday at the latest, but no later than this Friday, August 3rd, [redacted].

I bought a necklace on July 16, [redacted]. However, I received it damaged both times, with kinks and bends in the necklace when it arrived. Upon contacting customer service, they assured me the replacement would be properly packaged in a gift box to prevent damage. Unfortunately, the second replacement arrived in worse condition. I have documented all instances with photos. After escalating the issue to a supervisor and expressing my need for the necklace for a special occasion, they promised that the third replacement would arrive in a gift box. Unfortunately, the third necklace arrived today, August 1, [redacted], in the same poor condition, not inside the gift box as promised. It appears that Macy's has not followed through on their commitments. I am hoping to see a resolution to this promptly.

I am very disappointed with Macy's regarding the shipment of my daughter's skirted dress suit. I bought it a few days ago, and it arrived just two days before prom. The outfit was thrown into a paper envelope, arriving extremely wrinkled. I had to pay an additional $25 to have it steamed. Furthermore, I missed out on a sale due to technical issues on the app. Although I was promised a refund of $20 for the inconvenience, it never reflected in my account. Instead, I was charged unexpected fees. I am frustrated with this experience and considering taking my business elsewhere. I hope Macy's can resolve these issues promptly. Thank you.

I have contacted Macy's customer service twice in the past two days. Both times, a supervisor assured me they would reach out to help with my account. However, I was placed on hold for 30 minutes during the first call and 15 minutes during the second call. I called to pay both my regular store account and a special event purchase made in April. Despite indicating the payment destination, Macy's has consistently made errors with my special event purchase. Last month, I was informed the issue was resolved, but when I tried to pay in August, I was told the special event amount was higher than stated on my statement, which is confusing as I have not incurred additional charges. I have spent countless hours each month attempting to make payments. The account specialist assigned to my case has failed to return my calls as promised. I urgently need to resolve this before August 26, but I am struggling to get assistance. I would appreciate if this message could be escalated to the head of customer service. Given the time I have spent trying to resolve this issue over the past few months, I believe some form of compensation is warranted.

I have been searching for a specific Adrianna Papell wedding dress at Last Act with UPC [redacted]33, style [redacted]20. I located one in Florida, but it was not the correct size. I've been trying to reach other stores without success. My daughter's wedding is in October, and this dress would be perfect for her. I would appreciate any assistance. My name is Cindy Clark, and you can reach me at [redacted]. I want to acknowledge Pamela Hammer from Springfield, PA, for her help in contacting multiple stores within 24 hours. Despite her efforts, I have yet to find the dress. The dress was previously in the women's section in Last Act. Any further help would be greatly appreciated. Thank you. Sincerely, Cindy Clark

I purchased two lovely wedding gifts from Macy's and was disappointed to find out that the store did not have gift boxes available for shipping the items. Instead, I was provided with a used brown shipping box that did not meet my expectations. The staff at the Altamonte Springs Store were helpful, but it seems that the head office did not provide them with the necessary resources. I am kindly requesting gift boxes from Macy's that can accommodate a bowl measuring across and 3 inches tall, as well as a platter measuring 14 inches long, 11 inches wide, and 2 inches deep. These boxes should be slightly larger to allow for the use of bubble wrap for shipping the gifts out of state to the wedding party. Unfortunately, I do not recall the names of the staff members who assisted me. Kindly send the boxes to Richard Spencer at [redacted] Diane Circle, Casselberry, Florida, [redacted]. Thank you for your attention. The Spencers.

I recently phoned your Philadelphia Center City store regarding the advertised mattress sale. After being put on hold three times, I finally spoke to someone who seemed unaware of the mattresses on sale and requested my full name to call me back after checking the computer. It's consistently challenging to receive adequate assistance and courtesy in your store, regardless of what I am seeking. I simply wanted to purchase a queen mattress on sale with delivery. I understand that for purchases under $[redacted], delivery charges apply. However, I frequently encounter sales representatives with limited product knowledge. The most satisfying customer service experience I've had is with the Jewelry section, where the staff are always kind, courteous, and informative. Thank you for listening. - Martin S.

I recently returned a dress worth $[redacted] to Macy's in Columbia, Maryland, and the refund was credited to my Visa card instead of my Macy's store card which I used for the purchase. Now I received a bill from Macy's for $[redacted]. When I contacted the billing department, I couldn't get a clear explanation, and I feel confused about the process. I want to return the credit from my Visa to Macy's and restore the credit to my Macy's store card. However, Macy's representatives claim that I already have the credit and need to make a payment. I believe there is a misunderstanding, and I seek assistance in resolving this issue without affecting my credit. Macy's has the merchandise back, and I have the credit, but on the wrong card. I simply wish to transfer the credit to the correct account. Any advice is appreciated. Thank you. Allen P.

I am owed a $[redacted] refund, which I have been waiting for over 6 months to receive. I contacted Macy's 5 weeks ago to address the issue of having multiple accounts. I closed one account, paid off the second, and was told I would receive a refund of $[redacted]. However, despite being informed that a check for $[redacted].32 was being sent, I have not received it. Following up, Macy's assured me they would resend the check, but it has still not arrived. Today, during my third call to Macy's, I was placed on a 20-minute hold and then disconnected. I am frustrated by this experience with Macy's.

I bought a Cuisinart mixer with model #CHM-3 on June 16, [redacted]. While using it on Friday, 9/7/[redacted], the blades got stuck, and the mixer stopped working. I took it to Macy's Willowbrook on Sunday, 9/9/[redacted], hoping to exchange it, but they mentioned the 60-day return policy and suggested I contact Cuisinart. I reached out to Cuisinart on Monday, 9/10/[redacted], and was informed I'd need to cover shipping costs both ways. Considering I paid $39.99 for the mixer on sale, I find it unreasonable to pay almost half the purchase price for a replacement. I would prefer a refund to my account and for the damaged merchandise to be taken care of. Thank you, a loyal Macy's customer since [redacted].

Upon reviewing my recent statement, I discovered an unexpected charge of $25.00 linked to the THANKS FOR SHARING program. Despite declining participation twice during a purchase on August 29, the fee appeared on my statement. Following a call to customer service at [redacted], I was assured the charge would be removed, and a credit of $25.00 would be issued on my upcoming statement. While my current balance is $59.48, I will be submitting a $27.00 payment. I trust that the correction will be noticeable on the next statement. This incident is unique, as I have been a long-time patron of MACYs IN OWENSBORO, KY without encountering similar issues in the past.

Hello, I am reaching out regarding a purchase made by my elderly mother. She bought a set of 8 Noritake Odessa Gold fine China dinnerware for $[redacted]. Initially, she found them beautiful and was assured of an unlimited return policy, hence the impulse buy. The order numbers are [redacted]-[redacted] and [redacted]-[redacted]. She still has the items in their original packaging, unused. Unfortunately, she was unaware that Macy's had updated their return policy twice since her purchase, and now regrets not being able to return them. The $[redacted] may not be significant to Macy's, but it is a considerable amount for her as a pensioner. As these were bought under the impression of an unlimited return policy, I kindly request Macy's to consider an exception due to my mother's lack of awareness regarding the policy changes. If a return is not possible, an exchange would be greatly appreciated to provide her with something more suitable for her needs during her elderly years. Thank you for your understanding.

Hello, my name is Haylee F. My boyfriend bought me the Michael Kors Savannah Satchel. When it arrived, it was missing the inside hook piece. A friend who ordered the same bag received the hook. I'm puzzled because it should have been sewn in. I don't want to return the bag as I adore it and use it daily. However, I'm disappointed as my friend paid less yet received more. I didn't get what I paid for. I would like a replacement, possibly the matching wallet. I'm upset because I've never had issues with Macy's before and am a loyal customer. I hope this can be resolved. Thank you.

I am scheduled to receive my second couch from your company tomorrow, but I am disappointed with the conflicting information I received about the couch legs. Unlike my first couch with the legs off, this time I was informed that it's at the discretion of the driver or warehouse whether the legs will be taken off. When visiting other furniture stores, they readily offered to remove the legs for measurements without any hassle. The lack of consistency and customer service quality, combined with communication barriers due to accents, has led me to consider canceling my order. This experience has left me feeling frustrated and I may not make any future purchases with your company. My sales number is [redacted]5.

I am contacting you concerning salescheck #[redacted]7. I must express my disappointment with your customer service. Despite receiving a letter stating that my mattress delivery, which had already taken place, was ready for delivery, I was unable to clarify the situation over the phone. Upon calling, I encountered difficulty navigating the electronic answering system, which failed to recognize my order number and zip code inputs. After a prolonged wait on hold for over 11 minutes, I attempted to contact Macy's customer service through Get Human but encountered unhelpful or unwilling staff. When I requested to participate in a customer service survey, the representative instead attempted to transfer me to mattresses and then abruptly disconnected the call.

It took me 10 phone calls to finally get the information I needed. The woman at Macy's in the Galleria was not very helpful and even hung up on me twice. However, the lady I spoke to at the Macy's on Blvd was very nice and professional, and she made sure to assist me and mentioned there have been complaints about the Galleria store. It seems like there's a problem with the attitudes of the sales representatives there. I used to work as a blackjack dealer before becoming a Behavior Analyst, so I know the importance of professionalism in customer service. When I submitted my information yesterday, I was promised a text code that I never received despite trying multiple times.

Subject: Disappointing Customer Service Experience I wanted to share my recent experience with Macy's customer service regarding an online purchase (Order #[redacted]). After opting for expedited shipping with the expectation of receiving the package in two days, I encountered multiple issues. When contacting the call center, employees like Mark and Leon were dismissive of my concerns, insisting that I didn't understand their shipping policy. Eventually, I was transferred to Jill, who was empathetic and effectively addressed my problem. While Jill's assistance was satisfactory, the overall handling of my inquiry was frustrating due to the lack of understanding and support from prior representatives. Macy's should prioritize better training for their customer service staff to ensure a more positive shopping experience for customers. Thank you for your attention to this matter. Sincerely, Lisa C.

My customer service experience was extremely disappointing. Rhea seemed unable to comprehend or resolve my issue. After returning items to Macy’s with receipts, I expected a refund check but was instead given credit on my Macy’s card. I don’t want store credit but a check. I paid the balance on my Macy’s card, not looking for store credit. The customer service representative seemed slow to respond and I requested the name and contact number of a supervisor. I emphasized that this was not in line with the return policy and insisted on a refund to my card. Rhea eventually acknowledged the error and assured me the refund was in process.