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1.6 822 Reviews

Macy's Complaints Summary

132 Resolved
677 Unresolved
Our verdict: With Macy's's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Macy's reviews & complaints 822

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7:09 am EDT

Macy's couch delivery

Ordered a new couch for my new apartment and was so pleased when bought it over the phone. The lady (viola) was very kind and professional.
Unfortunately I can't say the same about the delivery.
I was waiting for about 1 hour for the delivery to arrive when I had to run out for batteries (I am new to the area so it took me awhile to find a place where I could buy batteries) any how I was done buying the batteries and as I am getting in to the car I received a phone call from the truck driver asking which unit I was cause he couldnt find me.
I was honest and said that I wasnt home and I would get there in 10 min exact! He said he will wait for me, I then received another call from someone else saying that the driver will only wait 10 min. I said its fine and I will get there in 10 min.
I drove ao fast that I almoat got in to an accident and when I was pulling in to my driveway I see the truck leaving I immediately open my window and started to wave at him saying I am here it was 10 min exact but the driver literally didn't even want to stop and as he was still slowly driving away told me from the window (they released me) which I dont even know what that heck that means? Long story short is that I understand I was supposed to be there I understand they can oly wait 10 min but what I don't understand is that I was there in 10 min and the driver saw me and he could just back up in to my driveway and finish the delivery cause I was there in 10 min (I can imagine if I didnt show up in time at all and the driver decide to leave) but I was there right in front of my place.
I think is very unprofessional especially from a big company like macys which I have been a customer since 2004 and just for the record the couch I purchased was $2000 and now I canceled the order and I promised you I will never buy from macys ever again! ANIMALS.

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7:59 pm EDT

Macy's online customer service

Last night your site crashed. I tried for hours to place an order to no avail. I called customer service to get assistance, after waiting over an hour on the phone I hung up. Now I've called again today & stayed on the phone with someone who cannot speak english for over and hour even after asking several times to be transferred to someone in the US. I did get to speak with a cs rep in the US and am still on the phone 3 hrs and 13 minutes and counting. Although I appreciate to kindness of the US rep still ... Very poor customer service to say the least, I'm so disappointed. Now I'm told I cannot use paypal or get Macy's Rewards! I'm am a loyal Macy's customer but you've got to do better! My time is valuable and placing an order should not be this complicated and tedious. There should be recompense to all your customers who had this experience wasting time and being inconvenienced. -10 Customer Rating

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6:40 pm EDT

Macy's worst service at fairlane shopping

Went to macys fairlane to return stuff i ordered online. The cashier said she can return mens clothing since she was at the men's department but refused to return a women's handbag saying that i have to return it upstairs and i was okay with that although she was rude from the begining. When she finished my transaction i turned my back leaving the handbag on the counter ( i forgot about it) and before i walk away i hear her say "your bag" and she throwed the bag to me on the floor! And then she took the next customer as if nothing has happened. This is very disrespectful. She is getting paid to provide the best service even when she's having a bad day! I need this to be followed up because this is unacceptable. Throwing the bag on the floor instead of handing it to me in a respectful way is unacceptable for me as a custumer. Attached is a photo of the receipt that shows the cahsiers employee number.

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12:59 pm EDT
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Macy's macy's interior design consultation

We placed an order for $4, 000 worth of drapes w/ Macy's Custom Decorators Inc in December 2017. It is now June, six months later, and what ensued between then and now is beyond belief. Our drapes were delivered and hung in terrible condition, far from what anyone would expect, and the wrong rod installed. Weeks later they were removed and we were promised they would be fixed. I was forced to call and email over and over, mostly with Judi Chedester with CDI.

The designer, Linda Morgan, tried to pass off the drapes as being fine and then admitted they were not.

Two weeks ago they were reinstalled. There is still puckering on the seams of the lining and the pull cord is still too long, but at this point we are tired of dealing with this.

Nevertheless we would like to receive compensation for the considerable time and frustration it took to get his job done.

In summary, it went like this:

12-18-17
Request for Macy's for drapery consultation
12-21-17
Confirmation of Macy's appointment
1-2-18
Order is confirmed. #P2766121
1-24-18
We check in regarding progress. Told still another 2-3 weeks.
2-9-18
Second check in. Told work to begin the following week.
2-22-18
Drapes are installed. Make note to designer and installer that there are numerous issues. In addition, the wrong rod is sent yet installer puts it in anyway. He is also rude. Told by designer to leave drapes open and tied for at least 5 days and then they should be fine. They aren't. Write first email to CDI, Judi Chedester. Include images with details of errors in the manufacture of the drapes. She opens case file.
3/2 - 4/18 2018
More emails with Custom Decorators International and Linda Morgan (decorator) to ensure that it is clear what is wrong with drapes. Continued lapses in communication. Still no drapes.
5/11/18
I received an email from Linda Morgan that the new rod and the drapes have been completed and the installer will contact regarding an appointment.
5/21/18
Installer calls to make appointment for installation, scheduled for Friday May 25.

I can provide a comprehensive zip file with documentation of the dozens of emails that went back and forth between CDI and myself.

Thank you,

Bertrand Pellegrin

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11:28 am EDT

Macy's return policy change affecting wedding registry returns made prior to policy change

As a loyal Macy's customer for decades I am livid that when I went to exchange two item from my daughters registry for a higher priced item I was told that it was after 180 days and that the items could not be exchanged. How is it even legal for a store to not grandfather customers in who signed up for a registry that at the time offered 365 to return/exchange ? When I asked this question of Peggy, Floor Manager at Macy's in Staten Island, she went on to share horror stories of customers who returned used registry items such as vacuum cleaners and bed sheets. I must say that this information was irrelevant and was not the case with us sine the Breville Toaster Oven and KitchenAid Hand Blender that we were returning were new and unused. The manager had already ascertained this when she opened and inspected the items. My daughter simply wanted to exchange both and purchase the Breville Smart Oven Air which by the way would have resulted in a higher cost to us and profit for the store. I shared with Peggy that what was relevant was that it was unfair to hold customers to a policy that was not in effect at the time that we registered. We were now being penalized for not adhering to a new policy that we were never notified of and which was not in effect at that time. Once again I asked, "How is this fair to the customer?" Peggy excused herself and came back and then proceeded to appease me by offering to give me 1/2 the purchase price of what each item sold for. At the onset of this interaction Peggy had already identified the items on the registry and had verified what each person had paid for them. Why would anyone in their right mind agree to something like this? It is nothing less than robbery. At this point I could see that Peggy was simply following the directives that she had been trained to implement. I asked for the store manager's name and was told it was Christina. When I asked if I could have her last name I was told that it was company policy not to give surnames. Peggy then asked if I wanted to give my name and number which I did. Peggy asked when I was available and I said anytime from 9:00am on. It is now 12:16 pm and I've yet to receive a call. Finally I'd like to say that my daughter and son-in-law just moved into their house this past month and they took their shower/wedding gifts out of storage and that is the reason for the late returns. I had also shared this with Peggy to no avail. Within the last few weeks we have made substantial furniture purchases from Macy's. for their new home. This whole experience has left such a bad taste in my mouth that I wish that I had gone elsewhere and not given my business to a store that clearly does not implement fair and equitable policies for their customers. I now can understand why so many of your stores are being closed.

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5:15 pm EDT

Macy's kenneth cole reaction sandals

On 5/6/17 i went into the Dallas Galleria location and a pair of sandals was order for me i wore them twice last year and once this year about three weeks ago and they came apart on the side i still have my e-receipt in my email i went into the Dallas Galleria location to exchange them and was rudely told by a manager named lauren that they could not be returned when she frist walked into the department the frist thing she ask the associate was did you get me a credit yet and the guy said no and she then ask are you going to get me one because you're coworker has gotten one called her by name i feel that she was very unprofessional talking about credits in front of the customer myself and two other customer's i don't know why Macy's wouldn't stand behind there merchandise when i only wore the shoes three times

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1:25 pm EDT

Macy's customer service

I spent over $2000 dollars on a couch that was to be delivered yesterday to my new home. Unfortunately, I didn't realize my street was being paved therefore the street was closed. I called Macy's once I discovered this to ask for my delivery to be rescheduled, and was told there was nothing they could do because the couch was already on the truck. They instructed me to wait for a call from the delivery service. So I waited, and when the delivery man called to say they were coming, I had to explain the situation again. They then had to call their supervisor, who called me and I had to explain the whole situation again. They told me there was no way for them to reschedule the delivery, so I should be expecting a call back from Macy's. This call never happened. I waited 24 hours, and then called customer service back again. I waited for 15 minutes on hold before I was transferred to a "customer satisfaction survey" without ever speaking with a representative. I then called back and waited another 15 minutes. This person had to put me on hold while they called the warehouse, only to come back and tell me that the couch had not been "checked in" therefore he couldn't reschedule the delivery. This is insanely frustrating, and I can't understand how there could be this much miscommunication in the customer service department. It seriously took me 5 phone calls to get any kind of straight answer about how to reschedule my delivery, and it still hasn't even been rescheduled! I am not happy, and after spending this much money, I can't imagine that I will ever shop from Macy's again. What a frustrating experience.

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Cindy Moon
Utica, US
Jul 16, 2018 10:43 am EDT

I tried reaching Macy's at Sangertown on 7-16-18...OMG - I was on the phone 20 minutes - It was recording after recording...Push this button - push this button...What a horrible system...It's enough to drive you crazy... My last time at that store...Hire some people...People need jobs so bad and all you hear are recordings...I want a person! These recordings are terribly frustrating...but, I know Macy's won't do anything about it...Cindy

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10:08 am EDT
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Macy's crux food chopper

Hello,

i purchased a crux food chopper from Macy's store in Albany. Its been a month i was trying to exchange the product. Macy's store manager refused to exchange my item. she told me to contact the third party. I reached the third party they said to contact macy's as i purchased it from it. You guys just kept sending me back and forth. Really sad that a brand name Macy's is doing this to its customer.I kept trying to resolve this issue but was unsuccessful. Hope you will help me as you are my last hope.

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2:20 pm EDT

Macy's jewelry return

I bought my wife expensive pearl earrings recently from Macy's. She kindly thanked me but was lukewarm about them. She never used them, wore them etc. she kept them in the original little gift box and Macy's store shopping bag.

After a couple of months, my wife decided she didn't want them at all, and she asked me to return them to the store. So I chose an "uncrowded time," early afternoon on a Tuesday, and took them back to Macy's with my original (credit card) Macy's receipt.

After waiting about 30 minutes! for a clerk to finally come to the Jewelry Department counter to assist me (clerks in other Macy's departments said they couldn't help me), I was eventually told that because I had bought the earrings a little more than 2 months ago, that I couldn't get a full return store credit or a full refund (over $170+).

I would have to settle for about HALF of the purchase price... on a Macy's GIFT CARD!

Buyer Beware! You are much better off shopping somewhere else other than Macy's!

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9:51 am EDT

Macy's online order

Hello,

I placed an order online. [protected] on 5/5/18.
Yesterday in the afternoon, I received the dress in a very bad condition. It was disgusting, so dirty, damaged, flyblown, the material of the dress is ravaged.
I can't put into words how Macy's poor customer service made me feel and the consequences this cause to me. ( i am shocked, how is it possible to pay so much money for a dress and that they have no shame to sent you a destroy item)
I have an event to attend tonight, I lost a day of work and pay today, trying to find dress at last minute.

I can't believe Macys did this to me. I have never in my life had such a bad experience with a store like this experience. Again, I am shock.

Please see all the pictures I had to take of the dress. I have 7 pictures that I would love to share via email. This system is not letting me upload the other ones.

Thanks,
Ana Fabian

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6:44 pm EDT
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Macy's men allowed in ladies fitting room and restrooms

I was shopping in the Orchard Shopping Center Macys at Orchard Parkway in Westminster today and when entering the fitting room, a man appeared carrying a pair of jeans. I immediately asked the sales associate if men are allowed and she said yes, men could use the ladies fitting room as well and I left my items as I say him taking off and trying on jeans right next to me. I immediately called both Macy's stores here in Colorado and talked to 2 local managers and at that store Tara, the manager who told me Macy's policy was such that there is no discrimination and I asked if the restrooms were such too and she did not seem to know. I explained why would anyone want to try on bras on anything if men can use these fitting rooms and there is no signage anywhere that they are unisex! I highly object to any policy like that and will not shop at Macys again unless men cannot use the ladies room or fitting room. They have their own to use! Why would I want my 15 year old grandchild trying things on there, would you?
I would appreciate a phone call or letter addressing this as I am taking this right to the press and to the top and telling everyone I know unless this is resolved.

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7:54 am EDT

Macy's service

Whom It May Concern:

I Delores Bell ([protected])worked for the Macy's in Valley Stream NY. for 5 years, 2 years with a position as Sales and then 3 years as a Merchandiser in the Levi section. I took a Maternity Leave of absence on 10/21/2017 with PO time that I had left . I then called in February to see if I can return to work, seeing if I could change to the night shift. Upon speaking to someone in HR they advised me that I was fired. I then asked when they, told me Nov 6, 2017. I'm sending this complaint on how can they fire someone who is on Maternity Leave and I delivered my baby on Nov.7, 2017. They even paid me my wages for my 6 weeks Maternity Leave. I feel this is unfair on how they treated me, as I was a good and dedicated worker even being honored last year. They told me that did not receive any medical papers on my time off, but it was given before i went to the hospital and i still got paid for my 6 weeks. Please advice

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8:32 pm EDT
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Macy's lancome

I needed to exchange a brow pencil for a lancome eyeliner, they said my product was pass exchange date.. So, they would not exchange for me. I have been a Macys customer for many years, it seems that macys does not care about their customers. I am thinking of purchasing on line and close my macys acct. If you can help me with this matter, it would be appreciated Thank you.
The product is in the box and never been used

Ms Reeves
[protected]@sbcglobal.net
[protected]

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6:33 pm EDT
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Macy's ryan seacrest dress shirt rsd101ra065 $75.

I wanted this particular shirt for a dinner party. Since they did not have it in my size in the Annapolis, MD store, they ordered it on line and had it sent to my home. When it came it was folded shoulder to shoulder and then folded over rather than the way dress shirts traditionally come. When I opened it I discovered that the second button below the collar was missing and there was a tear in the fabric where the button was attached. Obviously the shirt was a return or on display and carelessly handled. Since it was too late to return it, I had to wear it with a necktie covering the missing button and tear. I am extremely disappointed that any Macy's personnel would send a quality product in this condition. Fortunately there are other options in our area.
Ray E. Blanset, 306 Meares Ct., Annapolis, Maryland 214l01

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12:10 pm EDT

Macy's purse

I purchase a Duney &Burk on Nov23 2017, Macy have a policy for 180 days I went to the store two times finally the manager on duty after driving 1/30 to get there told me it was wear and tear from putting my purse down but is leather and it almos new how can the outside lining bottom get like old and ruin, I call back to see if I can get the email for the store manager and it was denied, did not know when she was going to be in the Waldorf Charles county store. I left my name and number I still haven't heard from them this a bad customer service. I call the 1800 number and complain but they just put a note in the system and they can't do anything because I bough it in the store .

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10:59 am EDT
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Macy's macy's return policy

I just found out that Macy's returns policy changed in November 2018 to 180 days (from 365) from date of purchase. I was informed by Macy's customer service that this applies to purchases made prior to the policy change. This was done without any notification to its customers. Although it may be Macy's right to do this, they are only hurting their loyal customers.

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4:26 pm EDT

Macy's worry no more plan

When you purchase a warranty from a brand/company like "Macy's" you would hope they would back their product, not the case here. I purchased a couch from Macys that was over $3, 000.00, with the "worry No More" plan of $368.00. I was totally scammed on this plan from the agent, telling me basically everything was covered, even my worst nightmare, that actually happened.
I have owned the couch for 13 months. The past two weeks we had some pretty bad storms. On the last day of the storms my wife had left the door open from a separate part of the house, where the dog stays while we are at work. Unfortunately, my dog was able to get into the living area, and muddied the couch, for a few hours, in and out, see pic. We had Furniture Solutions Network (Contracted through Macy's) come out to inspect, and to do a cleaning. Well, the guy from Furniture Solutions comes over with a "spot cleaner" machine and says it would take him all day to clean, he would have to check to see if they had a bigger machine and come back. Several days later I call the Warranty Company for an update. It turns out the company is not going to honor the couch warranty because it needs an entire cleaning, not just a "spot" cleaning. It turns out that my "Worry No More" plan doesn't cover my worst nightmare, not even close.

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6:09 pm EDT
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Macy's furniture-recliner

On December 7, 2010, I purchased a recliner for $789.00 and had trouble from the day of delivery. I had it repaired 3 times, then I demanded a new chair. The new recliner was delivered in December, 2014 and I am having the same. problem. The foot piece keeps breaking off on one side. I am supposed to have an 8 year warranty but because the chair was replaced, the eight year warranty has expired. Macys will not honored the warranty from the new chair of y2014. I was given a phone number for Natuzzi, to have my chair repaired. I have placed 4 calls to Natuzzi, having to leave a voicemail because no one ever answers the phone. No one has ever called me back. Macys does not stand behind their products. I also stopped using my Macys charge due to always having errors on the statement and getting India when I call to complain. Thank God for Paypal.

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3:27 pm EDT
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Macy's unethical behavior

I have always had my Macy's online account on automatic pay. On November 4th, 2017 I discontinued the auto pay as my account was at zero balance. The following month in or around December 13-15th, 2017, I made some online purchases using my Macy's credit card. I had guests from overseas for Christmas and completely forgot to go back online and switch back on my automatic pay. As a result, I missed my January 26th, 2018 payment. Five days later, on Jan 31st, I received a call from Macy's asking me to make a payment. I immediately went back online and put my account back on automatic pay stating an amount that was much higher than the minimum required. As a result, by March 2018, my account was again at zero balance. However, what I did not know was that Macy's reported my late payment (which was late by 5 days) to a credit bureau which resulted in 30 points being taken off my credit score. I was on the verge of getting pre-approved for a housing loan (I am a single mom and this is our first house) and this seriously affected my chances of getting the pre approval. In fact, the entire process has been cancelled as a result and our dream of owning a home destroyed. I called 4 times and have spoken with 4 different customer service reps plus account supervisors who ALL refused to reverse or change my credit rating despite my begging them to do so - as I clearly did NOT try purposefully or deliberately to not pay my Macy's card.

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12:18 pm EST

Macy's unethical behavior

They charge a $2 minimum interest fee on a ZERO DOLLAR balance. This is the second time I have payed my balance in full before the due date only to have the next statement show up with this charge. This is a scam! They even have an automated response to clear the the charge without speaking to customer service. They are fleecing people who don't pay attention to the line items! Someone needs to start a class action lawsuit against them.

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Macy's Customer Reviews Overview

Macy's is a popular department store chain that has been around for over 160 years. The company has a strong online presence through its website, macys.com, which offers a wide range of products including clothing, accessories, home goods, and beauty products.

Overall, Macy's has received positive reviews from customers. Many customers praise the company for its wide selection of products, competitive prices, and fast shipping. Customers also appreciate the convenience of being able to shop online and have items delivered directly to their doorstep.

In addition to its product offerings, Macy's is also known for its excellent customer service. Many customers have reported positive experiences with Macy's customer service representatives, who are knowledgeable, helpful, and responsive.

While there are some negative reviews of Macy's, these are relatively rare and tend to focus on issues such as shipping delays or problems with specific products. Overall, Macy's is a well-regarded retailer that offers a wide range of products and excellent customer service.
How to file a complaint about Macy's?

1. Log in or create an account: Ensure you are logged into your ComplaintsBoard.com account. If you do not have an account, please register by providing the required personal information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Macy's. Make it specific and clear, for example, "Incorrect Billing on Macy's Credit Card" or "Poor Customer Service at Macy's Downtown Location".

4. Detailing the experience: Provide a detailed account of your experience with Macy's. Mention specific key areas such as product quality, customer service, delivery, billing, or return policies. Include relevant information about any transactions, such as dates, amounts, and item descriptions. Clearly describe the nature of the issue, including any steps you took to resolve it and the response you received from Macy's. Explain how this issue has personally affected you, whether it be inconvenience, financial loss, or disappointment.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Do not include sensitive personal information like your social security number, bank account details, or other confidential data.

6. Filing optional fields: Use the 'Claimed Loss' field to indicate any financial loss you have incurred due to the issue with Macy's. In the 'Desired Outcome' field, describe what resolution you are seeking, whether it be a refund, exchange, apology, or other forms of resolution.

7. Review before submission: Carefully review your complaint or review to ensure that it is clear, accurate, and complete. Check for spelling and grammar errors, and make sure all the information provided is factual and relevant to your complaint.

8. Submission process: After reviewing, click the 'Submit' button to file your complaint or review. Ensure that you have filled in all the necessary fields and attached any supporting documents before submitting.

9. Post-Submission Actions: After submitting your complaint or review, regularly check your account on ComplaintsBoard.com for any responses or updates. You may receive feedback from Macy's or from other users who have had similar experiences.

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Contact Macy's customer service

Phone numbers

+1 (800) 289-6229 +1 (513) 573-7912 More phone numbers

Website

www.macys.com

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