Macy's
reviews and complaints

I had a really bad experience with Macy's when I purchased a very expensive TempurPedic mattress. My partner and I visited Macy's physical locations several times to decide on a mattress, but no one helped us. We eventually decided on a mattress and purchased it online. A few days later, we were contacted by the Sales Department to add a Value Protection Liner for $160 ($186.91 after tax) to maintain the warranty. We were advised that Macy's would replace this liner if it ever got stained or ripped. I agreed to this charge and provided a new card number for that transaction.

When the mattress was delivered about a week later, it arrived by itself with no liner. I immediately called Macy's to ask what happened to the liner. They told me it was never ordered because the previous person had not fully submitted it when I spoke to her the week before. So I once again placed the order with that salesperson, who proceeded to charge me twice for this mattress liner (so $186.91, twice). I was advised that the first charge would fall off, because it was in error, and the liner would arrive in a few days. I requested email confirmation, but never received one. So once again, on the following Monday (I paid the previous Friday) I followed up with Macy's to make sure things were set up correctly this time. Of course, they were not. I was advised on this call that the ordered was cancelled because the card was declined and now they can no longer honor the Value Protection offer because it's been too long since the delivery.

So now I've been waiting almost a week to get my money back for a product I'm never going to receive. The "manager" was so rude, literally said "I'm sure you can find another mattress liner". I am absolutely incensed. Our mattress was more than $4000. Macy's is still holding the charges under "pending" so my bank will not release the funds back to me. I have quite literally been stolen from. And at this point I'm considering pressing charges. I will never use Macy's again.

I recently bought a Twin XL mattress from Macys for a guest bedroom. I ordered online, as I bought the same brand and type of bed I had bought from Macys four years ago in a King size.

The bed delivery was delayed by several weeks due to Covid, but I was notified in advance and not a big deal.

The delivery date came and everything went really smoothly (the delivery guys were awesome). However, in testing out the bed by sleeping on it for a few nights, I realized it didn't sleep the same at all as my King size bed. We compared the mattress tags, and saw that while the type of materials were the same, the percentages of the materials had changed. The bed just wasn't the sleep experience we wanted, and attributed it to these changes.

I called Macys to return the mattress, and about 40 minutes later I actually got through to a live person. I explained I wanted to return the bed, and they indicated no problem. They set up a date for the return, and indicated that the money I had paid would be returned to my credit card after they had receipt of the mattress.

The date for the return came, and the delivery men were again really wonderful.

However, the hell began when I finally got notice of the return amount on my credit card. It was short by $495.00 dollars. I called Macys thinking that they had simply made a mistake. After an hour waiting to talk to someone, I got a live person, and they indicated to me that the $495 was the return fee!

I explained that I had not been told of this amount as a return fee, and the customer representative told me that there was nothing he or his manager could do since the ticket had been closed. They offered me 15% off another item - as if this would compensate for the $495 I was now out.

I feel that Macys acted in error to not have informed me of the $495 return fee when I called to return the mattress, and should have made it right when I called after the money was credited. I can understand a $100 return fee, but $495? This is a huge amount of money, and should have been disclosed.

Overall, I was disappointed with my experience with Macys. While the delivery was smooth and the delivery guys were great, the return process was a nightmare. It took me over an hour to get through to a live person, and then I was hit with a huge return fee that I was not informed of beforehand. I understand that there may be some fees associated with returns, but $495 seems excessive. I also feel that Macys should have made it right when I called to complain, rather than offering me a small discount on another item. I'm not sure if I will be shopping at Macys again in the future.

So, I bought a mattress from Macy's on November 29, 2020, and I was given a salescheck ID for it. However, I didn't hear anything back from them for a whole week, so I decided to call their customer service number ***229 to inquire about the status of my order. Unfortunately, the 3rd party vendor had no update for me, so a customer service representative contacted them on my behalf and promised to get back to me in a few days. But, I didn't hear anything back from them, so I called again and spoke to another customer service representative who promised to follow up with the vendor and get back to me in a few days. However, I still didn't hear anything back from them, so I called again and told them that I no longer wanted the mattress because it was taking too long to arrive, and no one had communicated the status of my order to me.

Luckily, the customer service representative who worked in the Macy's department (I forgot her name, but she's the only person I've spoken to all the times I've called that has half a brain) was able to file the paperwork to cancel my order. She advised me that if the mattress arrived anyways, I should refuse the package so that it gets returned, and I don't have to pay for it.

Fast forward to today, January 19, 2021, nearly TWO MONTHS later, and a mattress shows up at my doorstep. I've been on the phone for three hours, speaking to people I can't even understand who absolutely do NOT care and either pass me to different departments or send me to an extension that just rings and the line goes dead. I was told that if I want to return the mattress, then I lose 15% of the cost. I am stuck with this mattress I don't want, have spent HOURS dealing with people that have the IQ of a rock and am just supposed to keep this?

I had to keep calling to see where it was at, I requested it be cancelled. I NEVER received ANY communication from Macys or the vendor. EITHER WAY, MACY'S, SHAME ON YOU! YOU REPRESENT THAT VENDOR ? OR DON'T BE THE MIDDLE MAN! I have spent tens of thousands of dollars at Macy's ? I encourage you to give me a call and look up my account ? and guess what? I will absolutely NEVER EVER EVER shop in your store EVER again and I am posting this on every available social media site, yelp, BBB, etc.

SHAME ON YOU and you REALLY need to do an audit of your employee's capabilities at the furniture/mattress customer service branch, they are INCREDIBLY not helpful! I mean, seriously, I've spent so much money at Macy's, and this is how they treat their loyal customers? It's unacceptable!

I recently made a purchase on Macy's mobile application for two upcoming birthdays. However, when I checked the status of my order about 10 hours later, I was surprised to see that it had been canceled. I received an email from Macy's stating that they were unable to verify the information provided in connection with my purchase, and that they had requested a reversal of my payment with my financial institution. I knew that there was no issue with my bank account, so I decided to place the order again. To my surprise, I received the same email within seconds.

Frustrated with the situation, I called the Consumer Protection number provided in both emails to explain the situation. The representative offered to place a new order, but informed me that I would have to wait 4 to 7 days to be reimbursed for the previous two orders. I requested immediate reimbursement for the canceled transactions, but was told that the reimbursement date depends on the customer's financial institution. I knew this was a complete lie, and asked for a code so I could call my bank and obtain the refund sooner. The representative was able to obtain a code for the first transaction, but not for the second one because it was too recent.

I asked the representative what information Macy's was unable to verify, but was told that she couldn't provide me with that information. I explained that I had used one of the cards registered in "My Wallet" for a long time, and that the only difference was that I usually used my desktop computer to place orders, but this time I used the mobile application. I requested to speak with a supervisor, but was told the exact same thing as the previous representative.

Overall, I was extremely disappointed with my experience with Macy's. They should invest in better technology to ensure the security of transactions, rather than choosing solutions that only affect their clients. As soon as I receive my refund for the canceled transactions, I plan to unsubscribe from all Macy's emails and return all advertisements I currently receive. Enough is enough.

I recently had an experience with Macy's that left me feeling frustrated and disappointed. I had purchased a pair of shoes online for $46.76 and needed to return them. I headed to the downtown store with my gym bag and shoe box in hand, ready to make a quick and easy return. However, what should have taken less than five minutes turned into a long and costly ordeal.

When I arrived at the store, I explained to the sales reps that I didn't have my receipt but had used a credit card to make the purchase. I assumed that it would be relatively easy to return the shoes, but unfortunately, none of the employees seemed to know how to do it. I suggested that they pull up my Macy's account and view my last five online purchases, where the shoes would be at the bottom of the page. Then, they could scan the in-store return bar at the top of the page and the box. However, the sales reps argued with me, insisting that I needed my credit card or receipt to return the item.

I was frustrated and fed up with the lack of knowledge and initiative from the sales reps, so I decided to take matters into my own hands. I went to the public library to access my Macy's account on the public computers. I printed out the transaction with an in-store bar code at the top and returned to the store. Finally, the sales rep scanned the top of the paper and the box, and I was able to sign for a refund and be done with the ordeal.

However, the experience was costly, time-consuming, and argumentative. I had to pay for parking twice, both at the downtown store and the public library. I also lost valuable gym and study time. It was frustrating to have to go to the library twice to get Macy's information and print out a bar code to scan when I was standing in the store. The sales reps were rude and unhelpful, especially one named Pam # (***). When I asked for the manager's name and told her of my intentions to write a review, she adamantly told me in front of her co-workers that I was wrong and that I shouldn't try to return anything without a receipt. I found her attitude to be condescending and extremely rude.

In this era of technology and credit cards, returns should be easy, even without a receipt. It was disappointing that the sales reps didn't know how to do their jobs and were too determined to be right. If they had listened to an experienced customer, the whole ordeal could have been avoided. Overall, my experience with Macy's was frustrating and disappointing, and I hope that they can improve their customer service in the future.

We've ordered furniture from Macy's over the years on 3 separate occassions, including a very large Natuzzi leather sofa, outdoor set with firepit (last year), and another outdoor dining table and chairs set, which was purchased in-store, as were the other two purchases.

Never once has Macy's delivered flawlessly. Even though the product was in the store, with at least one additional identical set also, of course they cried that they coudln't sell those because they haven't been received. Sitting on the showroom floor and they haven't been received.

Same story last year. We finally got our set but it wasn't without hassle.

And now this year, we're supposed to receive our delivery today for what is now the fourth or fifth time, and we just learned (they didn't reach out to us) that we're not getting the delivery today. Wife had to call to find that out. She even called earlier in the week to express her desire to receive our product, which we've already paid and they've cashed.

Excuses, excuses, excuses. Not sure who's to blame but why these clowns can't get this sham of a service figured out makes you wonder about the ineptitude of its leadership.

Inexcusable and easily preventable, but these clowns play games every time you want to purchase furniture.

Steer clear. We'll be canceling our order.

I returned several items to Macy's within their 30 refund window. The refund was processed, but I never received a credit on my Macy's card. I contacted Macy's and after speaking with a supervisor was told Macy's made an error and would transfer the money from the gift cards to my credit card in 3-5 days. After a few days I contacted Macy's again to check on the status of the transfer and ensure it was in the works. I was told by a supervisor there is no record of my call. This supervisor would not allow me to speak and spoke over me every time I tried. He was really abusive, blamed me for trying to speak, yelled at me, and hung up on me. I then called the Macy's credit card line to find out what I can do to receive my refund. Macy's has my money, Macy's has the merchandise, and Macy's is charging me interest for the purchase. Not only do they have everything, they're charging me additional money. Pure theft. I was transferred from the credit card line and told there IS a record of my original call, the transfer IS in process, but it will take 7-10 business days to receive my refund - not the 3-5 days originally stated. I still don't know if I'll be refunded the interest I'm being continuously charged. Overall, the experience has been horrible. The original refunded items were "finalized" 11 days ago and I have yet to see one penny of my money. I'm afraid I'll have to take legal action to receive anything. How do they get away with stealing money from people? As soon as this is resolved I will be cancelling my Macy's account and will not shop there again. It's not worth the time, stress, or money. Never again.

Charter Club

Damask 1.5" Stripe 550 Thread Count 100% Supima Cotton 4-Pc. Sheet Set, Queen, Created for Macy's

Purchased this set a few months back. After one wash the sheets had many many tears. There were about 10+ tears. I just want a refund. I called Macys customer service and a rep said he would refund the merchandise and email me a shipping label via UPS. I never received the email. 1 day later I called back and a second rep said a return is not possible as it was outside the window. Anyways I would post a picture but I planned to return the sheets so I removed them from my bed. Yes I still used the ripped sheets. Guess I’ll toss them in the trash unfortunately

My mother bought 2 couches from Macys 4 years ago. She was diagnosed with a brain tumor last year went through surgery a couple months ago. We wanted to make her living room her bedroom.So moved the furniture to another side of room. Furniture was snagged on nails. We had no clue until we put furniture back because mother was admitted back in hospital. Called her warranty service and they refuse to honor her warranty. The technician who I assume has a Masters degree in servicing furniture said her furniture is not covered for accidents. I will see them in court. My mother paid for the warranty service and it should be honored. We are not asking for new furniture. We would like it repaired if possible. My mother loves her furniture.

I have had my account compromised more than once. I have not used my macy's credit card in over a year. They have reviewed and said I am still liable for the charges even though they were made no where near where I live nor have I traveled to any of these places. I also received a new card that I never even activated and am being charged on this card. I do not understand why I would be held liable for the companies error and I am very upset that they have no corrected this. I do not feel I am liable for any of this and would just like to cancel my card and quit shopping at macy's all together due to this issue.

I paid of my Special Promotions May17-2024, 18 months special event
1984..63.
02/28/23 MACYS ONLINE PMT 230227 [protected] JOHNNY C BURR $2,248.63
12/12/22 MACYS ONLINE PMT 221211 [protected] JOHNNY C BURR $500.00
11/09/22 MACYS ONLINE PMT 221108 [protected] JOHNNY C BURR $2,000.00
I have been paying extra for Special promotions and it takes 5 phone calls and 2 to 4 months to get my bill straight.
See attachment Special Promotions still showing not payed off?

Subject: Urgent Complaint: Item Pickup Discrepancy and Lack of Resolution

Dear Customer Complaints Team,

I am writing to raise a serious complaint regarding an item pickup issue from Macy's, which has resulted in significant inconvenience and financial implications. Despite my efforts to seek resolution through direct communication with Macy's, the matter remains unresolved. I am reaching out to your platform in the hope of obtaining a swift and satisfactory resolution to this matter.

On Feb 20th , I placed an Order # [protected] for an item through Macy's for in-store pickup at Dulles mall Macys store. According to Macy's records, the item was marked as picked up on February 21st. However, the information displayed on the Macy's website indicates that the item was picked up on March 13th. Unfortunately, neither the store representative nor the website provided any specific time or a signature as proof of pickup.

In an attempt to clarify this discrepancy, I personally visited the store and requested assistance from the manager. I expressed my concerns and requested a review of the security camera footage to determine the accurate pickup date and confirm whether the item was indeed collected. To my dismay, the manager informed me that the security cameras and their footage are beyond her control.

The lack of a resolution from Macy's is causing immense frustration and financial consequences. I am now caught in a dispute with my credit card company, and without proper documentation or evidence of the actual pickup, it has become increasingly challenging to support my claim.

I hereby request your urgent intervention and immediate action to resolve this matter. I kindly ask that you take the following steps:

1. Investigate the issue thoroughly: Conduct a detailed investigation into the conflicting information and the lack of a definitive proof of pickup. Review the available records, including the security camera footage, to determine the accurate pickup date and gather any other relevant evidence pertaining to the transaction.

2. Provide a satisfactory resolution: Based on the findings of your investigation, I request that you promptly provide an official statement or document, backed by the evidence collected, confirming the accurate pickup date and addressing the discrepancy. Additionally, please take appropriate measures to rectify the issue with my credit card company and ensure that any associated charges or penalties are reversed.

I understand the importance of maintaining customer satisfaction and resolving issues in a timely manner. I trust that you will treat this matter with the utmost urgency and professionalism, as it directly impacts my trust and confidence in Macy's as a reputable retailer.

I anticipate a prompt response and a resolution to this complaint within [reasonable time frame]. Failure to address this matter adequately will leave me with no choice but to escalate my complaint to relevant consumer protection authorities and seek legal assistance to protect my rights as a consumer.

Thank you for your immediate attention to this complaint. I look forward to a swift and satisfactory resolution.

Sincerely,

Amit Batchu

Hello I purchased a gift card for Mother's Day. The total amount was suppose to be $80 when I went to purchased it only charged be $10 so I went back on the site and purchased another giftcard for $70 to total $80. Well I get an email that says my purchased had been cancelled but you all still took my $70 out of my account. So for Mother's day my mother open up her gift to $10 in gift cards when it was suppose to be $80. Where is my $70 i want it back now that was on Saturday today is Tuesday I need my money back.

We purchased a bed from Macy's at Southlake Mall in Morrow, Ga and were told it would deliver today 05/15/2023. I have received 2 confirmation emails over the weekend about the delivery 05/15/2023 btwn 1215pm - 215pm. It was being delivered by the white glove delivery service. The manager at the store would not release the bed to the delivery service. I called at 215 when I had not heard anything and we did not have our delivery. That was when I was told the mgr did not release it to the driver. It is a queen size tempurpedic. We had a king size regular bed. We donated our sheets and dismantled our bed this morning anticipating delivery 05/15/2023 as we were told. The only other bed in our home is my 93 yr old father's bed. We are being told now it will deliver on a later date. We need our bed today that we paid for in full. We also purchased the adjustable base.

On Mar 13, someone opened a credit account at the checkout in Macy's in a town several hundred miles away from where I live. They charged $300 worth of makeup and received some kind of $100 spa treatment for opening the account. Upon receiving the bill in early April, I immediately called the customer service number and notified them that I had not opened this account. They said that they were already aware this was a fraudulent application and that I would not have to pay. They said they would close the account. A month later I start getting collection calls from Macy's and I call them back and am transferred to their "fraud" department, where I find the account is still open and that it will take 90 more days to "investigate" whether or not this is fraud. This is unacceptable. I expect fraud to be investigated IMMEDIATELY since they are at fault for not asking for a government ID. I plan to file complaints with different agencies every single day until this fraudulent account is removed and my credit agency records are restored to accurate notations.

I ordered this couch in Sept. of 2021. It was set to be delivered in Dec. When that time came, all pieces arrived except one was wrong. Wrong style, color, and shape. A replacement was ordered and sent in April. The couch was barely used, but by October, it looked as if I had been using it for a decade. All the cushions were misshaped and ugly. Started calling Macys then. Finally in December of 2022, someone came out to look at the couch. They agreed that the cushions looked terrible and were not made well. My neighbor also had this couch for longer than I did so I borrowed one of their cushions as reference. Theirs looks amazing. They said they would order replacements and I would hear in 6-8 weeks. Fast forward to February 2023. Still nothing so I called back. The order was never placed. They placed it then. Now it is almost May and I have heard nothing. I am on the phone with them now and low and behold - STILL NOT ORDERED.

Macy's is using deceptive and misleading techniques to commit fraud against its customers by stating that if they pay their bill over the phone using your banking and routing account number that your payment would instantly post. This is FALSE. On April 19, 2023, I paid my Macy's bill over the phone using my banking account number and routing number. After making the payment I received a confirmation number. On April 25, 2023, I was shopping at Macy's and attempted to make a purchase for $5.34, when their system prompted the cashier to call the credit authorization dept. Cashier calls, I spoke with Rose, who advised me that my payment of $46.34 was past due and I needed to make a payment immediately. I explained that I made the payment and received a confirmation number on 4-19-23, Rose stated that the payment wasn't didn't go through. I asked Rose to send me proof that the transaction was not processed. Rose stated she didn't have proof only notes written on the account. I asked why wasn't I contacted by Macy's to inform me that the payment wasn't processed. Rose, and Roxy (supervisor) stated, Macy's don't have to inform its customers about nothing. How can Macy's system provide a confirmation number for a payment not processed, after you enter your account information, then, 5 days later claim it didn't go thru. Macy's billing practices needs an investigation and appropriate actions taken against this company. Be careful, don't pay your bill over the phone and keep track of your account payments and credits history. STAY INFORMED!

Why does a hugee american store like macys has ots costumer service center in philippines, i stayed online for more tgan 30 minutes and with 4 representatives to finalise an order placed online and cancelled several times just because the billing address did not match the delivery address, what a waist of time so dissatisfied and disappointed with Macys who has employees who gave no sense of usa timings or locations or warehouse information. U leave the ameeicans unemployed to save few dollars and employ cheaper costumer service in phillipines! Seriouslyyyyu

Ordered from chive with customer logo Macy's in March 5th bank checking no receipt of order no.6771 and ordered from Macy's logo and ordered a few weeks later order no. 35579 says delivered by FedEx few weeks later. Neither parcel arrived. Bank looking into chive and will have them look into others. Ordered from Macy's. Last month in Dec ordered more expensive items and received order in a timely fashion. Today went on both sites and says scam blocked. Terrible look for your company whose reputation is mint and service is also great, your logo and character are being comprised by scammers. Can you do anything?

Yesterday, April 19th, I called Macy's customer service to let them know that I would be away on vacation May 1 to May 15. I do not want my card declined while away.

The current IVR system, your voice recognition system, would not give me a selection to talk to a person. This is a big problem you have!

I ended up pressing the key to report my card lost/stolen. THERE WAS NO WAY OUT OF THAT PROCESS! Now my card is cancelled!

I called customer service back and finally got a real person, and they told me 'Sorry, there is nothing we can do. You will get a new card with a new number".

That is a disaster for me! I have several bills connected to my card!