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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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Newest Macy's reviews & complaints

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3:17 pm EDT
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Macy's Furniture

Ordered a couch in December 2020. Was told delivery was around Mar 2021. Then there were delays until June 2021. But the delays continued and always a different reason from COVID to the vendor being slow to a piece missing. They should at least lie consistently. Then delivery day finally came but it was raining, a light drizzle. I figured they would use plastic or a tarp but the delivery truck just sat there and then we got a phone call that they don't protect the furniture so they can't deliver in the rain. The truck left and of course it quit drizzling. When the truck pulled up I walked out and asked if they needed something because I was confused that they just sat there. I didn't get wet standing there talking to them. It's just shocking they have no contingency plan for dealing with weather. I bought an inflatable chair on Amazon and it was delivered in the rain, actual rain, two hours later. In fact last week Best Buy delivered a sound system in heavy rain! Some companies are just better managed. Buyer beware!

Desired outcome: Macy's delivers my couch one day

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10:01 am EDT

Macy's Recliner and Ottoman

About 5 years ago I purchased a Faringdon "leather" recliner and ottoman from your store in Bel Air, MD. Now, not only is the base of the recliner falling apart and no one, including your store can tell me where to get it fixed - it apparently cannot be fixed, as the Chinese manufacturer does not offer spare parts - but I find that in addition, the chair and ottoman are not made from genuine leather, which Macy's said it was, it is actually made from fake "bonded leather, " which is wearing out on the ottoman. Fabric is showing through the fake leather. I bought the chair/ottoman on sale, so I doubt you will do anything for me, but I do wish there was some way I could get the chair repaired. You are still selling it for approx. $1, 200.00. This is not a cheap item, and I expected it to last a lot longer than five years.

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10:05 pm EDT

Macy's Hiring department Bolingbrook Illinois

I was contacted By Jennifer Hinkle from the Macys at The Promenade in Bolingbrook Illinois. I accepted a full-time position and was ignored by her. I do not like being lied to by Macy's employees about being offered a position. I accepted the position filled out the Background check information and that was it. I never received the emails for the store ID and password. The background check was done. I had a start date of August 27 2021 and printed it out. I called 2 times and was told that the person who did this did not do the information correctly and it was showing an error. I was also treated badly at the Joliet Macys and was rudely told i could do the dressing rooms part-time. This is not nice at all. Would like to report possible fraud with the posting on indeed.

Desired outcome: An explaination

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1:54 pm EDT
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Macy's Bedroom Furniture

On December 5, 2020 I ordered a bedroom set for $2473.61. Order # [protected]. It was supposed to arrive in April. On Feb 2, April 22, and May 4th I received emails that the furniture was delayed. All times I replied yes to the emails to wait for the furniture. I called and arranged for the bed & a nightstand to be delivered in late May. The other items were to arrive July 10. I did not hear from Macys and called after the furniture was due only to be told that the remaining items on the order were canceled. The rep could not tell me why and after putting me on hold, she told me her supervisor said it was because I didn't confirm that I still wanted it. Which I know isn't true because I did not have an email from Macys and all of the emails that I did receive I replied to. I just had the bed and night stand delivered prior to that and the emails say you have 30 days to reply before they cancel. She told me that her supervisor approved for me to be able to reorder the pieces at the same price but I would still end up paying another delivery fee and would have to wait until August to receive the pieces. Order # [protected]. I received an email on August 10th stating that now the furniture is delayed until October 6 and I am not confident that Macys will not cancel the order again. I have half a bedroom set and need the other half and with the service I have received from Macys thus far I am not confident that I will receive it.

Desired outcome: I would like to receive the other pieces that I order and not be charged another delivery fee.

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11:05 am EDT

Macy's Ordering online and order beibg cancel.

I ordered children's clothes online, paid with my macy's credit card. I get a order number. I get a email the order has been cancel. This happened 4 times. I changed my credit card to AMEX and they cancel that order. I called and they didn't know what to do. My last order July 6, 2021 went through with no problems. The order on July 28 gets cancel.

Desired outcome: Fix the issus.

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6:31 pm EDT
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Macy's Unethical behavior

Senator Rand Paul was confronted by a foul mouthed constituent during a virtual town hall meeting https://news.yahoo.com/sen-rand-paul-confronted-foul-093528306.html

Lexi Toon is the foul mouthed constituent the article speaks of. Mrs. Toon is also Tax associate II of Macy's. You should be ashamed to have an employee that has the impudence to go on a live call-in show and use such foul language to a Senator of the United States of America. Whether she agrees or disagrees with Senator Paul she had no reason to use this disgusting language. She also posted on her Tik Tok page a video telling the world what she did. She then wised up and deleted the video of her listening to a recording of the show and making a obscene hand gesture. She had at least one child in the backseat of her vehicle. It is sad if this is the caliber of employee Macy finds acceptable. It is everywhere on the internet that Mrs. Toon is an employee of Macy's. I think a public apology to Senator Paul is in order, don't you? Personalities have had to apologize for saying less disgusting things.
Sincerely,
Kathy Ellington

Desired outcome: Public apology to Senator Paul

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9:14 pm EDT

Macy's payment processing issues / Apple pay

Macys has changed its system where if you buy with Apple Pay they can no longer refund you via Apple Pay. They have absolutely no signage that states if you use Apple Pay you have to have a physical card. This defeats the purpose of a virtual wallet. When complaining to a manager they say they have no control over this and that you have to have the physical part and it's to protect people from potential theft of people stealing items and then returning things for cash or to other payment forms. They have absolutely no signage to tell people not to use Apple Pay there. This is bizarre as any other store when you pay with Apple Pay they refund you via Apple Pay. And then if they can't they do a courtesy override. Every return here has been a nightmare.

Desired outcome: Proper signage that they cannot use Apple Pay

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12:26 am EDT

Macy's Ralph Lauren towels

I brought 3 sets (gray, navy blue & rust) of Ralph Lauren towels from Macy's and the first time I washed them the color faded. I washed them in regular soap detergent and they got blotches of brownish colors in different areas of the towels wash clothes. I have never seen this before in any towels even the cheap ones. I don't know why a towel would fade like this.

Desired outcome: Replace the towels.

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6:56 pm EDT
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Macy's Refund on returned items

I returned the following items in one large box and only a section was refunded. For the last 3 months I have been following it up with customer care but no one seems to help, can I get my refund or get the items back?
The order no. (1) [protected]- big girl jacket
(2) [protected]- big girl romper
(3) [protected]-active pants
(4) [protected] neck roll top
Can some one please look into this.

Desired outcome: To get my refund back

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4:04 pm EDT

Macy's Hotel Collection European Down Comforter

I purchased a Hotel Collection comforter primarily because of the lifetime warranty advertised on both the Macy's website and product packaging itself. I initiated a warranty exchange at the store in Manhasset, NY and was told by the manager that I had to go to hotelcollection.com. this website is completely unrelated to the product I purchased. The manager blatantly lied to me and did not honor the warranty of a Macy's house brand.

The comforter is defective and shedding feathers to an unreasonable degree after 3 years of use. The warranty should be honored rather than giving customers the run around.

Desired outcome: Honor the manufacturer warranty and exchange for a new comforter.

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4:23 pm EDT

Macy's Misdirected delivery

I ordered from Macy's and they delivered my package to an old address which I had changed online... Along with my phone number. They got the phone number change, but misdirected my package to the old address.

There is no button on their website to report such a thing (mistake number 1).

Their customer service number had to be looked up offsite (mistake number 2).

When contacted, they at first offered to re-send the material, but that was not possible as the address was different (their error, not mine).

They offered a full refund, but then said it was contingent upon their internal investigation (final error, and this is why I stopped shopping there years ago... I'll probably stop again).

No problem because I will call my charge card company and deny payment to them. I did not receive my product and they have my money. What is there to question?

Very poor customer support. Always "sorry", but no assistance just doesn't cut it. Stop teaching them to apologize and start teaching them to correct the problems.

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4:42 pm EDT

Macy's Bedroom set not put together

I ordered my bedroom set and received on june 25th however not all the parts were available. Parts were ordered sent to my house and I was told I had to wait till august to have my bed put together! Unacceptable. Why bother delivering the bed if you didn't have all the parts and then tell me that I have to wait till august before someone can come out to put it together. I've demanded a full refund and they want to jerk me around. Poor poor customer service! I used to like macy but I cannot stomach ever shopping at that store ever again

Desired outcome: BETTER EMPLOYEES

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1:14 am EDT

Macy's Adds

I will receive Macy's weekly add. When I go into the store to shop I find that a lot of the products in their add doesn't match up to the shelf price. The shelf price is also more. I consistently have to point this out to the inept and rude employee who works at the customer service desk. This sometimes takes fifteen minutes or more to resolve the issue. Sometimes I don't catch the price discrepancies. Sometimes I go back and try to fix the issue. Other times I just let it go and am out some money.

Desired outcome: Fix the issue

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8:15 pm EDT

Macy's Wedding registry customer service unethical behavior

Incident : 07/01/2021 while on a phone call to [protected]
Wedding Registry acct: 7257321

I called the wedding registry customer service line regarding an issue with some items being shipped to a completely different address than the one listed under my acct. I spoke to Kaytriel, not sure if that's the correct spelling.
She provided information but with a passive aggressive attitude, as the customer I got fed up with it and when I asked to speak to supervisor she denied it at first. Then I got very aggravated and she finally put me on hold and transferred me, I am still on hold 17 minutes and counting. She told me I had an attitude and that "I deserved an attitude back." She also told me that I could just cancel my Macy's wedding registry.

I want the items that are missing to be replaced, I am not interested in a refund. I also think she is a terrible customer service rep.

I will attach proof of delivery to the items I never got.

Desired outcome: I want the items that are missing to be replaced, I am not interested in a refund.

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10:06 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Macy's Comforter

Hello Macy's,

I purchased a lovely cotton light blue Laurel and Pine comforter from Macy's Backstage on 1/8/2021. I have not used it yet, I was waiting to shorten it. I still have all of the packaging and receipt.

Today, I looked at it and realized that the dye is deteriorating from a light blue to a light purple in several areas of the comforter. I haven't ever seen this type of defect in any bedding item I've purchased.

I contacted Macy's Backstage today at [protected] and they said since it's over 30 days, they are unable to return it.

I contacted Macy's Customer Service at [protected] and they said because it's not an online purchase, they can't assist me.

This comforter is not usable with various areas of uneven color resulting from deterioration of the dye. I would like to return it for either a credit card credit of $44.09 or a store credit as I shop with Macy's often.
Please advise, thank you.

Desired outcome: A refund or store credit.

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Resolved

Since I wasn't getting any results from the store staff or the online staff, per the store staff's suggestion, I contacted the store manager of the Backstage section and explained the situation. She was very gracious and asked me to come in right away. I took the comforter to the store and she refunded my money in full. She said they would treat the item as damaged and basically throw it away. Apparently many stores do this with returns, even merchandise that isn't defective. They cut a slice through it and put it in the garbage. What a waste! However, I really liked the store manager, she took care of my situation with grace and professionalism. Go Macys!

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6:21 pm EDT

Macy's Pre-sale purchaseDispute

I made a presale purchase at the Naples Florida Macy's on 1/27/21. Used my suncoast credit card. I returned 6/10/21 to pick up my 2 items, with my receipt and drivers license. I was told the purchase had been picked up on 2/1/21. I was shown the signature on their form which was not mine. I spoke with security, who asked me to wait while the security cameras were checked, which I did. The security guy Diago stated no pick up was shown for that date which was their date stating it was signed for. I was advised to call the next day as the Managment office was closed it was after 5 pm. I called several times the next day and spoke with a Daniella. No solution was found. I was repeatedly told the items were picked up. I continued to explain I did not pick up the items, and asked for this to be investigated further.

Desired outcome: Credit refund/items delivered

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6:34 pm EDT

Macy's credit card and payments

I called to make a payment of over $5000.00 Of course I spoke to one of the people you employ overseas. I explained to her and we went over the payment 4 times. I wanted it paid on the Payment date of June 8th. She took it out May 8th resulting as an overdraft fee and then impacting my credit score. I spoke to a supervisor in the US the and he assured me I would be getting a response shortly. I asked him if this would be forgotten and he said absolutely not we value our customers.

Evidently he was full of it. I never received a response and when I called to speak to another US supervisor in credit on June 3rd, she insisted that it was my fault. I not only spent over $30, 000 last year but I am also a platinum member. I am inclined to pay everything off and destroy the cards. WORST CUSTOMER SERVICE

Thanks,
Adam Karras

Desired outcome: some kind of response and assistance with someone who has some kind of authority

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2:21 am EDT

Macy's Charter Club Sheets Ripped

I purchased several Macy's Charter Club Queen and Full sheet sets and three Queen fitted sheets ripped after limited use. I have brand new sets that I am afraid my tear as well. Love the colors but quality is poor. Wish I could get my money back!

Desired outcome: Prefer money refunded or Macy's store credit

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Nyeesha
San Diego, US
Jun 02, 2023 3:09 pm EDT
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Same thing happened to me. They wouldn’t do anything. Terrible

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4:29 pm EDT
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Macy's Erroneous Billing Practices

I applied for a Macy's credit card and used my standard, 6-digit credit union checking account number for billing. Later, Macy's claimed that I had not paid my bill - when my checking account had thousands of dollars available. I could not understand this so I contacted Macy's and they said my account number had insufficient digits. I then contacted my credit union and they said that the 6 digits was all they ever required. I have used my standard account number with the IRS, international banks, other credit institutions and brokerage firms for over 20 years without any issue. However, my credit union provided me an additional 6-digit prefix for my account. I relayed this prefix to Macy's and asked why my account was validated for use if the account number was considered incomplete or invalid. The Macy's representative told me not to worry about it and that it would not be reported to the credit bureaus. I am applying for a mortgage now and was shocked to see this Macy's delinquency as the only negative incident on my otherwise perfect credit report! Macy's Auto-bill pay was setup, and there was a more than sufficient balance in my checking account at all times - yet no one at Macy's attempted to explain to me WHY my Macy's account was not being debited successfully. This was an anomalous billing practice by Macy's - unlike any of the 30 or so financial institutions I routinely conduct business with. I am additionally disgusted that the assurance I received from the Macy's representative was an unreliable representation of Macy's policy. Upon learning of this billing discrepancy I immediately paid off the entire balance of the Macy's account. As this billing practice was unknown to me - and should have been disclosed on the credit application - and was no fault of mine - I demand that Macy's REMOVE the delinquency status on my credit report.

Desired outcome: Removal of payment delinquency from my credit report.

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6:42 pm EDT
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Macy's Online order that arrived to my home

On May 17, 2021,

I was delivered an online order that was unbelievable! The white shoes that i ordered were dirty on top and a blue streak on the right shoe that was not a part of the shoe's emblem. Secondly, I received a comforter set that was used with a return pink sticker on the comforter. I took a picture of the receipt. Due to these two items being used, I returned the 3rd item due to my disgust that I have been a card holder in good standings with the company since they were the Jones Store Co. I will never place another online order! I needed these comforter sets for guest coming in for my son's graduation. Totally disappointed.

Mrs. Angela Baggett
[protected]

Desired outcome: I don't want anything except for the shipping macys store to take better pride in shipping out damaged items to customers going forward.

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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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