Macy's

I am writing to share my feedback on a recent shopping experience that left me quite disappointed.

On November 24th, I made a purchase of Estée Lauder products on the official Macy's website. Unfortunately, I encountered problems when I tried to pay using PayPal. The payment page indicated that the transaction was unsuccessful, prompting me to contact customer service. Since I did not receive a confirmation email for a successful payment, I followed the system's instructions and contacted customer service team. The representative informed me that PayPal was not accepted and suggested that I use a credit card for payment. I shared my concern about the PayPal option being displayed on the payment page - if it is not usable, please remove it - and was assured that my feedback would be forwarded. I then placed a new order on the site using my credit card. Although I did not receive a confirmation email for this order, my credit card was charged multiple times, resulting in three pending transactions. I immediately contacted customer service to resolve the issue. While the representative only confirmed two orders, I discovered an additional order generated from the failed PayPal transaction. I requested to cancel the redundant order, but was informed that it was beyond the 30-minute cancellation window and could not be addressed until the items were received. They told me the only thing I could do was receive the order and return it to them, but they didn't mention that I would have to pay the return fee if I mailed it to them.

After receiving the items on November 30th, I contacted customer service to initiate a return and refund. I confirmed with the representative that there would be no return shipping fee due to the system error that caused the duplicate orders. I was assured that a return label would be emailed to me shortly. However, when I checked the email on December 1, I was surprised to find a $9.99 return shipping fee attached. Subsequent communication with customer service revealed that this fee could only be waived by returning the items to a Macy's store. Despite expressing my dissatisfaction and seeking alternative solutions, I was told that the only way to avoid the return shipping fee was to join the Macy's Star Rewards program. This was an unacceptable proposition to me, as it felt like an undue burden placed on the customer due to system flaws.

Then I commented on their Facebook and a customer service representative contacted me. Initially, they offered a $10 gift card, which I declined. Later, they mentioned providing a free return shipping label. However, when I asked for assurances that I would not be charged a restocking fee, the response was uncertain. I just want a hassle-free return with no unexpected fees, but it's disheartening to hear that the return fee waiver is not guaranteed and depends on the warehouse. As a customer, it feels like the responsibility is being shifted to me.

I believe this entire experience highlights significant problems with Macy's online system and customer communication processes. I urge Macy's to address these concerns immediately and consider alternative solutions that prioritize customer satisfaction.

To Whom It May Concern,

Helen Sosa

Attachments

Mon, 27 Nov, 13:50 (2 days ago)

to customerservice

Order Number [protected]

To Whom It May Concern,

On black Friday I went to Macy's website and found a beautiful Levtex Quilt for sale at $27.99, once I clicked on the item it placed pillow shawms in my shopping bag. I had thought it strange but thought it might change at the checkout. It did not so I used the online help center, and I was unable to resolve the issue. I then called a live person who could not help me. Today I called the main office the agent was very helpful, and she noticed the discrepancy but, could not honor the sales price of $27.99.

The advertised price should be honored, and I have attached a picture of the website price.

Please contact me to resolve this issue.

Thank you,

Helen Sosa

There is also an order #[protected] placed on Cyber Monday which over charged me if you look below the price should be $9.99.

Please give me a price adjustment and call me at [protected].

Purchased online 01/19/2023 for $228. About 6 mths after using, the lining of the handbag started to pull away from the leather along the opening at the top. It has gotten worse with use and is clearly visible when the bag is open. I do not expect a $200+ handbag to start falling apart after 6 mths of use. I complained to Radley London and was referred back to you as the seller.

I made a purchased online 10/22/2023 with order# [protected] it's a Crucifix Pendant. I track the package and it was delivered; I check UPS tracking # 1Z5407R4YN40500832 based on the photo as proof of delivery that is not my address. I filed a complaint both Macys and UPS for this loss claimed. I attached my home address screenshot and the proof of photo to where the item was delivered.

The reason I wrote this complaint again because I been calling macy's customer service and my complaint was denied with no valid reason.

Am considering canceling my Macys card and not shopping there ever in the future! I have had my Macys card for approximately 40 years and have been a good friend to Macys. Today I received a call that my account is past due. A late fee and interest were added to the total. As I told the one on the phone, I never received the bill for the 21.48 plus whatever fees were tacked on but yesterday, I received an email with the total due and stating that my account was past due. As your call center agent said to me, back on November 14 I’d not brought my account up to date and it was past due. I said that that was a few days ago as today is the 18th. Let me ask…In all these years, have I never not paid my Macys bill. It drives me crazy that you’re on the phone in a rather threatening manor only 4 days after a 21.24 bill was due. Just saying it’s not sitting well with me. Perhaps before sending out your bulldogs you should look at the account history, and perhaps even a persons credit rating. Mine fluctuates between 820 and 849 so it’s pretty obvious that I’m not going to shaft you!

My husband and I purchased two diamond rings for our wedding from Macy's 75% off sale (5/21/2019 and 2/8/2020) Envisions LLC consignment Diamond Illusion Plate B for 913.89 and Royal Pacific Gems 14K WG RD Ring W/BEZ 2055.95. I found out just recently that they are worthless due to the fact that I sent them to Worthy to auction and Worthy informed me they wouldn't even take them out of the settings to appraise because they are worthless and not acceptable for auctioning. My husband and I thought we had bought something valuable and a investment, only to find out we have been cheated and lied to about the worth of these diamonds. Pure FRAUD ! We took them back to Macy's thinking they would be a reputable business and return our money, NO, they told us too bad for you suckers. I want to hold Macy's and the CEO Jeff Gennette accountable for the FRAUD. We are not rich people and want the money back.

I purchased a 100.00 gift card on 10/30/2023; order #[protected]. My credit card used was charged immediately, as of today my daughter in law have still not recieved it. I called customer service three times the last time being today, the representative asked me to hold and never returned to the phone or called me back. I called CS on 11/10/23 and was told that the card would be expedited in 48 hrs., I was told today it was being processed. After I was told it would be expedited in 48 hrs. Macy's credited my card the 100.00 even with the promise of expediting the card.

What is going on there, your charging customers for products not being shipped which is incurring interest on the customer card.

Please respond to me at [protected] or [protected]@att.net

Thank You,

Byron Peters

Order # [protected]

You don't allow any changes or cancellations to an online order after only 30 minutes. This is unbelieveable! I was going to order via Amazon but decided to order from Macy's since I have my credit card with you. I ordered a baby gift online and within 20 minutes found out the receiver moved to a new address. I wasted time with the chat robot and by the time I got to speak with a live agent, the 30 minutes had passed. They would not update the address on my order or allow to cancel. So gift will arrive to old address and I'll lose my money. RIDICULOUS. I'm cancelling my Macy's card immediately.

It's completely unacceptable that you can't cancel or simple change and address on order that has not shipped. There's no way those 2 items were on a truck or packaged and labeled within 30 minutes or placing an order. I'll stick to Amazon from now on. Macy's is ancient history. Very disappointing.

Non-Binary Float? LGBTQ... presence in the family oriented parade? Enough of this woke agenda. Children will be present and families that want nothing to do with wokeness don't want to see it. Pull them out! I won't be watching, and I won't be shopping at Macy's any more, which I once considered a very family oriented enterprise. Your fear of being cancelled leads to this insanity. DO THE RIGHT THING FOR THE CHILDREN.

Wokeness has gone insane!

I finally applied for a Macys credit card to take advantage of yesterday’s 25% TODAY if you apply. So I did. Thats when the nightmare began.

I had a cart of over $300, applied for credit was sent to speak to a customer service representative, I proceeding to tell her personal information that I’d previously filled out on my application, I had to give her my social security number not once but twice. It was a long repetitive conversation. Once I was approved for a card she said she would transfer me to complete my order and receive my 25% off. She also told me that I’d receive an email shortly with card information and that I could use my 25% off today and tomorrow.  I would receive my card in about 7 days in a plain white envelope…, ok. I’m already exhausted by this but then it gets way worse.

I had to once again provide all my personal information including my social security number AGAIN and once again I had to give the ID number from my order. All of this was a very annoyingly slow process. This customer service representative was FINALLY processing my order but when he gave me the total amount I told him that the 25% off credit wasn’t applied.  He told me I couldn’t use that.

WHAT? That’s the only reason I applied.

By the way I told both about my shipping and credit card address was the same. However it’s not corrected on my order. I hung up and immediately contacted Macys to cancel my entire order. This was extremely slow. And due to the fact that this representative couldn’t simply cancel the entire order she had to cancel each item individually and by the time she got to the 8th item it was too late. It was already processed…. But you claim it had to be canceled within 15 minutes it was almost 15 minutes but not quite.

I am FURIOUS at Macys. I do plan on returning that one item I was unable to get canceled.

You’ve lost a very good customer! All in all I wasted over an hour with Macy’s.

AND THEN I GET AN INSTANT REPLY THAT YOUR CUSTOMER SERVICE EMAIL IS NO LONGER ACCEPTING EMAILS.

UNREAL!

Bought Sectional with power recliners. Leftside recliner got stuck up. When looked underneath noticed wood loose which looked like rubbing against lower cover and zipper and seam torn. I put bolt back in wood and tapped on motor and it went down. I pulled wife's charger out of usb and noticed it was loose. My rightside recliner twists when starting to go up so figured would add to warranty claim since tech coming out. They said repetitive damage and won't fix. I just noticed damage on left recliner didn't know I have to inspect everyday. I sen't email to dispute and all they did was say same thing as what they sent from app. I called Macy's got transferred to another department and she called and repeated same thing and hung up on me. So spent money on warranty that can't use and when bought he said cover everything. Tech told me should be fixed common problem and have best warranty. He said don't give up should be warranty.

I received my online order consisting of two coats and both coats had the electronic tracking devices still attached. Now I have to take the purchase into the store or re-pack them and take them to the post office-wait in line and ship them back to Macy's only to have to wait for you to take off the devices and ship them back to me

Linda Browne

[protected]@yahoo.com

We purchased a king sized hotel collection comforter according to the package and product number on the receipt. After noticing the comforter did not correctly fit the bed we identified on the actual comforter tag it is queen size.

This is clearly a labelling issue and should be handled as such.

Discussing this problem with customer service was disregarded because the 30 day return window had expired. Macy's should resolve this issue and take responsibilty. I have the purchase receipt and pictures to submit if necessary or will return to the store. This was an expensive purchase and is CLEARLY a labeling issue not a time return issue.

My email is [protected]@gmail.com

Tel.-[protected]

On 8/13/23 I placed an order for 2 items, 1 blouse & 1 dress totaling $283.16.

They both did not work for me so I sent them back (in the same box) on 9/5/23. I received an email confirming my return was received on 9/11/23 & my refund of $283.16 would take 3-5 days. On 9/14/23 I received a refund of $75.73. I decided to wait a little bit to see if the rest of my refund would go through, but on 9/21/23 I still did not get the rest of my refund, so I called Macy's. I was told I should receive an email within 48 hours confirming my refund & in 7-10 days I should have the rest of my refund. On 10/4/23 I called again because I never got an email, nor did I get my refund. I was told that he just submitted my refund & it should post within 7 days, he will call me next Fri. to confirm I got it. Again, no phone call, no email & no refund. On 10/13/23 I called Macy's & was told that he "manually processed the refund" & I should get it within 7 days, he "assures me". This time I did get an email, on 10/16/23, but it seemed very sketchy, saying that in order to give me my refund, I would need to take a picture of my credit card & send it to them. I did not feel comfortable with that at all, so I called on 10/17/23 to ask them about the email. He kind of glossed over the email & told me that he will "manually process my refund" & he'd let his supervisor know & will process the refund today. He told me that I should get an email today & a call from his supervisor. Here it is 10/21/23 & I have yet to receive an email, a call or my refund of $207.43. Needless to say, I am beyond frustrated & I will no longer be a Macy's customer!