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Macy's ZoomSystems's Complaints - Issue not resolved/Poor service |
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Issue not resolved/Poor service
Complaint Rating: 
Company information:
Macy's
Henderson, Nevada
United States
I purchased a defective IPOD at the acy's in Henderson, NV via the in-store ZoomSystem. The store would not accept returns dircting me to deal with ZoomSystems. They took my information and said they'd contact me within 3 days. After 7 days and no contact, I contacted them again, only to have to repeat the process. On the third request, I finally recieved directions to ship the IPOD to San Bruno, CA to their Customer Service Dept. I had to ship it, insured, at my expense. It has been three weeks with NO contact from them. I have tried calling and emaling Macy's, ZoomSystems and cannot get the status of repairs. I am now being charged plus interest on a purchase that I returned to them with no resolve. I cant even get the status on what, if anything, they are doing with the faulty equipment and despite all my efforts, cant get a straight answer/just passing the buck. I will no longer continue to do business with Macy's or any affiliate of ZoomSystems, will tell everyone I come in contact with to do the same. It's very inadequate customer serviceis beyond reproach in todays society!
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| I will never, repeat, I WILL NEVER buy anything from one of these kiosks!!! I saw an ad in Macy's Christmas flyer on a Garmin GPS that includes a bonus kit in which the kit includes a travel pouch along with a USB cable and the value of the bonus kit was $19.99. The GPS was on sale for $119.99. Though I could find the same item cheaper elsewhere, I thought I would maybe break even with the bonus kit. Well, I saw the advertised item listed on the main kiosk screen. I selected, pressed checkout and paid with my Macy's credit card. The screen listed 2 items which I assumed was the GPS item AND the bonus kit that was part of the advertised package. The machine dropped the GPS box and then retrieved the second item. Only, the second item was ANOTHER GARMIN GPS AND NO BONUS KIT. And, yes... I WAS CHARGED FOR TWO GPS SYSTEMS AND THERE WAS NO BONUS KIT. I read on the receipt that Macy does not accept returns and listed a phone number to call. I called the number and told the agent on the other end what had happened and I was a very unhappy customer. She told me that there was no location to return the item(s) and I would need to mail them. She told me it will take 30 days or longer to process the return. I told her that the GPS was a Christmas gift, there was no bonus kit and the advertisement was deceiptive advertising. Also, why should I pay the interest Macy's will charge me on the balance of this purchase while the slow, return process is the reason I am forced to pay interest fees? After getting nowhere with the agent, I asked to speak to a manager. She informed me he was busy and I would need to wait. After waiting an extremely long time, she informed me to keep holding that he would be on the phone once he's free. I told her to tell him (the manager) that I was heading back into Macy's and informing the store how this company (Zoom Systems) handles customers, the deceiptive advertising in Macy's sales flyer and ask why does Macy's have a kiosk in their store from a vendor that has horrible customer service (waiting over 25 minutes on the phone and still no manager to address my concerns), not to mention wrong charges. Back inside Macy's, I was told by one of the sales associates that they have had numerous complaints about the kiosks. After asking for the store manager, I repeated to the manager how I was charged for two GPS when I only selected one on the advertised link, how there was no bonus kit included... we both looked at the kiosk and both agreed that there is no way that the bonus kit could be included because there were no kits in the kiosk (and, yes we both read the GPS box and the bonus items were not listed/included in the box) and Macy's has some responsibility to bear because the store allows their Macy's credit card to be used in these kiosks and the purchases are made in their store. Because I repeatedly stated that Macy should bear some responsibility in handling complaints on kiosks' sales since the items are advertised through Macy's, items are allowed to be charged on Macy's credit cards and Macy's customers assumes customer service from Macy's personnel since these items are purchased in a Macy's store, the store manager did credit my charge card and stated she doesn't know how to return or what to do with the kiosk items, but wanted me to be satisfied with how this problem was corrected (I have shopped at Macy's for many, many years). I apologize for this post being so wordy but want consumers to know that no one should buy anything at these kiosk machines. Also, I expect Zoom Systems to be out of business in the very near future because no company can stay in business with the poor policies and questionable actions they practice. |
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I purchased in-ear headphones on 2/4/2010 from Zoom Systems "Best Buy" kiosk at Palm Beach International - items did not fit, way too big for ears. I contacted the company on 2/6/2010; they stated that this did not fit their return policy, and that I'm stuck with them. I explained that the defect was that they don't fit in any ear, in my entire family. They stated a supervisor would call me on 2/8/2010. No one called. I contacted the manufacturer who stated that I should contact the Attorney General.
This company is using the Best Buy brand to sell its products. My wife and I entered a Best Buy in Long Island, NY to seek assistance with this - we were told by the rather nasty saleswoman that she never heard of a Best Buy Express kiosk, and that Best Buy doesn't sell this product, that's when we went to the back and brought up a pair of the ear-headphones. I am look for guidance with this - we cannot use the ear buds at all - I would even take a credit from Best Buy. However, Best Buy must look at the operations of Zoom Systems, their BBB rating is an "F" - and again they are under the implied auspices of Best Buy. |
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90 days ago by 
