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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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D
8:16 pm EDT
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Macy's macy’s outsourcing for sales and credit card servicing

I have contacted Macy's several times in the last week wants to ask about an online order I could not understand the people in the Philippines got frustrated and ended the call And my issue was not resolved. I return something in the store that I had purchased online through my PayPal account when I return the item the representative told me that I could credited back to my Macy's account which I opted to do. The credit was never issued to my Macy's account and recently I received a check for a store credit for Macy's when I wanted to credit back to my PayPal account or my Macy's credit card. I would've opted to put it back on my PayPal if I would've known they were going to send me a store credit, really terrible service. Today I have two charges coming through on my personal debit card from Macy's I called the credit card customer service and received zero systems and could not understand either of the people that I spoke with in the Philippines.They may be saving money by outsourcing the call centers in the people in the United States are losing jobs but the customer service or to try to get an answer now either on a credit card purchase or store purchase online is impossible. Very very sad Macy's used to be one of my favorite stores and I always received great assistance when I called either on my credit card or on an online purchase. Needless to say I will think twice about ordering from them again very sad. I don't think they realize all the customers I will be losing by outsourcing the customer service call center. They obviously don't care about customer service just aboutCutting cost and making more money and also taking jobs away from the United States employeesAnd sending them to the Philippines.

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10:25 pm EDT
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Macy's steve madden shoes

On October 3rd I purchased a Steve Madden shoes for my daughter's wedding. They are Carrson Blush Lea shoes, spent $67.13. I wore them on October 5th for one hour and I had to changed to another shoes because it was impossible to walk in them. They are the most uncomfortable shoes I ever had in my life. I was trying to return them and get my money back, but the Manager at the Palm Desert store refused to take them back and refund me the money.I talked to the sales person, the Manager didn't even come out from the back to talk to me. I know they of course look like they were worn, but I shopped at Macy's all the time and I feel like some kind of exception should be made. When I tried them on it was no problem, but you wouldn't know if they are comfortable after you wear them for a while. I am not very happy and I feel like something needs to be done to satisfy customer.My credit card needs to be credit for $67.13 soon! or let me know who I need to talk to to solve this problem.

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8:50 pm EDT

Macy's packaging and customer service

Flimsy packaging which led to damaged package and contents (UPS is complicit). ALL CUSTOMER SERVICE IS OUTSOURCED TO INDIA and spent a total of 4 hours trying to deal with damaged package and contents to return and to get credit. Couldn't understand 80% of customer service agents and they were flippant about my frustration with what happened. I will not be ordering from Macy's online again and would caution anyone that is considering doing so.

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1:53 pm EDT

Macy's lancome on pre sell

I purchased Lancome products on Sept 06 . They supposed to send me on Sept 13.
But they didn't I talk to customer service associate to give me tracking # but refused.
After a week, I called them to send me or picked up in nearest location. They refused.
They told me they send to another person with the same name as my wife. I talk to beauty dept manager and store manager and send them email of my receipt on Sept 25 and Sept 30 respectively. I forced to dispute the credit card transactions. I spend my time, energy and my money for their mistakes. Even they don't take their responsibilities and send me a sorry notice. I don't want anybody to have a bad customer service like this again. Here is my time line:
1. Day of purchase: Sept 6 @ 1: 43 Receipt # [protected]
2. First Call Sept 2nd week for tracking number: refused to give me
3. Lenox square customer service: Sept 24 @5:20 PM(EST) 10 minutes
4. Macys Customer service :Sept 24 @ 5 :47(EST) for 25 minutes
5. Email to Cosmetics dept on Sept 25@ 1:18 (EST) after Talking to her (30 minutes)
6. Talk to Macys Credit Card customer number : Sept 27 @ 12: 26 for 12 minutes
7. Email to Lenox manger on Sept 30 1: 52 Pm (EST)

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9:35 am EDT

Macy's sectional - couch

On April 17, 2014 I purchased a sectional from Macy's on Glen Cove Road, Carle Place, NY. I also purchased the worrynomore 7 year protection policy ($200+). The sectional has three recliners. The one with the button on the left has broken 5 times since August 2018. Each time I call they open another claim number. One of the technicians (that has been there 3 times now) told me to make sure they open the original claim number each time it breaks or you will never receive a new piece of furniture (which is what they claim when they talk you into buying it...if we can't fix it, we'll replace it...BULL!) I called this morning and they are refusing to open the original claim number again! The middle sectional has broken twice. The first time they couldn't fix it properly so they had to come a second time. NOW the third recliner isn't working properly. I'm done with this company. They are not true to their word. I would never buy another protection policy from this company. I'm so disgusted. I want a new sectional. This aggravation is not worth it.

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4:04 pm EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Macy's didn't receive free clinique gift with order as noted when I placed the order.

I specifically ordered over $35.00 of Clinique products to receive the free gift being offered on 9/19/19, which included the eye gift set (mascara & eyeliner, plus a few face products and make up bag. When I received the order, the free gift was not included & I was charged for shipping, which I should not have been with my Macy's card. When I called into service they refunded my shipping, but told me the gift was only as supplies lasted. When I placed the order the free gift was in my cart. I am very upset that I didn't receive the free gift, as that was the only reason I placed an order.

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I called Macy's a second time and got an associate willing to research my issue thoroughly and she is sending me the free gift. I am very happy with the service I received the 2nd time I contacted them. When I called the first time, the associate was not willing to even research my issue, he kept saying I wasn't eligible for the free gift or the gift was only while supplies last.

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9:13 am EDT

Macy's sales associates moved into management over existing sales associates/ hurting others

New and fairly new sales associates moved into management - danny, mary ellen, elizabeth, surry, and others. They do things to hurt other sales associates with odd scheduling. I have caught it first hand/directly. (shifts that I am not scheduled for, suddenly another manager calls to see if I will switch a shift that was not mine to begin with, that day, and another person was working it then, but I am showing as a no show or late to other management and to the points docking system, other. There have been odd penalizations, example, friday I told a manager who was a former colleague sales associate that I would work 3:30-6:30 p.M. Of 3:30-8:30 p.M. She texted that available shift. She acknowledged that I was to work 3:30-6:30 p.M. Of it! It did not even look like anyone else was scheduled for when I left,
So I told another manager, another new manager. Suddenly over this weekend - I am scheduled for 3:30- 6:30 p.M.in a new holiday coded spot (where ever they want me) tomorrow on monday and I stumbled across this while working a
12 hour shift on saturday elsewhere. I have a day job and a bunch of days I already have scheduled for me. I should not have to check insite to not miss hours that are suddenly thrown in short notice, for me, nor when I am already scheduled.

Someone just changee my availability and my flexibility. Just to look at my scheduling, I had to open up too many days to just look at my schedule. This is appearing on a sunday morning. I am with a sudden bloody nose, as this is put on me. I like to work a couple nights a week and it is the plethora of sales associates danny, elizabeth, and mary ellen that are making many thingsimpossible for other sales associates, and for many who are older at macys than they were, etc. These associates are manipulative, with their own agenda, and sneaky.

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1:36 pm EDT
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Macy's michael kors watch bought at macy's online defective

I purchased a MK watch thru Macys online. The band would come loose from the watch and fall off my arm. I paid $300 for the watch, you would think the quality would be better than that. Anyway, I would put it back together but after falling off the 3rd time (I was afraid of loosing or breaking the watch), I called.
They sent me to Fossell (the manufacturer and repair service). I sent it in had to pay shipping and insurance of $27, got it back in about 3 weeks and the first time I wore it to church (last Sunday) it fell off my arm again. They said notes on the repair said it was fixed and QA checked it. I said well maybe MK should use another repair service since what they sent me back was still a defective watch.

Macy's will not do anything, even tho I paid them for the watch. Fossell will only give me a credit for another MK watch (really not comfortable getting another MK watch), so I called MK in NY, they do not do refunds either. They will give me a Gift Card for another watch, which I decided to do rather than break or loose the one I've got.

I am disappointed in the customer service at Macy's, at Fossell and at MK.
Why should I have to be stuck with a $300 defective product? Just saying. I will not buy anything from Macys again, nor after I use my gift card will I buy anything MK again.

I hope all that I tell this situation to, will follow suit as well.

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2:40 am EDT
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Macy's belgique aluminum 11 piece cookware set - copper - for macy's

I purchased this expensive set of pots and pans from Macys and within 6 months, the non-stick finishes all chipped off except for one pan. I believe this has an extensive warranty, however, somehow I have misplaced both my receipt and product information. I was traveling for a year and a half for a family emergency so moved everything into storage during that time. When I came back, I could not locate any paperwork in my files. Perhaps my receipt could be looked up with my Visa credit card? This was an expensive set and would expect better performance. I have had pans last for well over 5 years that cost me half the price. I was very careful to never put these in the dishwasher, never use metal utensils or harsh sponges/soap. I use method plant based dish soap and do not cook any meat or acidic food. I find it hard to believe that the reviews on your website are real. I was not able to submit any reviews online or get in touch with the manufacturer directly as the website is nowhere to be found. I am requesting a store credit so I can select a different brand of pans. I will be happy to return all pans to the nearest Macy's. The exterior is not too bad, but the interior finishes are all peeling off.

Let me know what can be done please. I have relocated to San Diego, 92108.

Note, these were chipped long before I had them professionally wrapped and moved. They were in storage 6/18 until 8/19. Purchased around 9/17

Jennifer

[protected]

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Update by Jennifer San Diego
Sep 18, 2019 2:53 am EDT

Good to know my compliant is public, along with my personal contact info. Why do they not tell you this is going to be posted publicly? Also, don't bother calling the 24/7 customer service line, they barely speak English and have no clue about anything whatsoever. I hung up on them.

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6:09 pm EDT
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Macy's my 7 year good standing account was closed for absolutely no reason

I have had a Macy's credit card for 7 years. I never made a late payment & always had my account in good standing. I moved out of state last year and had to temporarily put myself on a budget in which I did not use my card. I found out from my credit report that Macy's had closed my account due to inactivity. What kind of customer service is this, I expected much more from this company. No phone call, no email, nothing. You just closed a good standing account for absolutely no reason! I have reported you to the BBB, and I will continue to make complaints on every format possible until you resolve this issue. Your phone representatives (all three of them) also lied to me saying that it states in the cc agreement that "your card will be cancelled if not used in two years." It does not say that, so why are they putting words in your companies mouth?

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1:59 pm EDT

Macy's unethical behavior

I'm contacting you about Macy's in Palisades, West Nyack, New York. The woman who is supposed to be the manager in the shoes department is very unprofessional everytime I go in there. Twice, I had issue with her (returning a pair of shoes) where she was very arrogant like she owns Macy's. I was there just this past Saturday September 07th, 2019. She was yelling at this associates while all the other associates are looking, and talking. I was near the register and I can see her belittle this associates! Macy's needs to teach this manager how to address other people. Macy's needs to hire the proper professional who can actually manage.

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12:51 pm EDT
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Macy's serta mattress

We spent over $2000 on a mattress that is horrific. It has sagged, lumpy, and lost all support. The middle is totally gone. We developed back aches, neck aches, and serve migraines due to it which the doctor prescribed as "tension headaches" from poor sleeping position.

We purchased a cheap memory foam mattress on Amazon for $300 and it is a MILLION TIMES BETTER. MACY'S AND SERTA SHOULD BE ASHAMED. THEIR MATTRESSES ARE CRAP. We have no recourse either. The mattress is paid in full. JOKE

DO NOT BUY YOUR MATTRESS AT MACY'S AND DO NOT BUY SERTA.

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8:58 pm EDT

Macy's paid my bill..$100 via phone bill pay.. your company took out $1000 and I can't get it back

I paid my$100 bill on time via phone customer service bill pay ..they took $1000 out and wont give it back..they keep telling me 3-5 days to return it..called today and they said another 3-5 days for the return because no one followed through with last weeks request..Im a senior citizen on social security and my bills are late because of this incident..which will I lose first..electricity?..car?..accounts are in arrears because of this poor service..Ive been a loyal customer since 1955..no more..will tell anyone who wants to hear about the "loyal customer service"..Im 70 years old and this is the worst that I have EVER! been treated

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Update by gatuchi
Aug 19, 2019 9:06 pm EDT

still nothing from the $900 macys took from my bank account without my permission

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10:16 pm EDT

Macy's Unethical behavior among sales associate

On Wednesday, July 31st I went shopping on my lunch break to find a Michael Kors dress that I saw the night before. At the store, I located the dress and proceeded to make the purchase. Donna was the sales associate that assisted me at the register. As the transaction begin, I asked if Macy's would honor the internet price and she stated the company policy that items in the store will be honored as long as they find it on their website-and she honored it.
The problem with my customer experience was I asked if any additional discounts that were listed on my Macy's account would apply? She stated "No, Michael has his own discounts and yours do not apply. Not a problem, but on the sales rack there was a red sales sign of 40% off and on top of that additional 20% with your Macy's card. I ask about that and she said that is incorrect and for me to walk with her to show her (why do a customer have to walk around with her, isn't that her job)? I did as she asks and sure enough, the sales sign was there. She looked at me and said that incorrect it shouldn't be there however, she left the sign as is. I ask her how would I know that sign was incorrect and she looks at me straight in eyes and said "A Macy's customer would know that", and said I am a Macy's customer and she looked at me again with a smirk and said "Again, a Macy's customer would know that". I was LIVID that an associate of your store would blatantly degrade a customer because they ask about a discount that was VALID!
It really made me feel that I didn't belong in your store even though I have been a customer since 2009! Trust me, it ruined the remainder of my workday, and yes, I told many of my co-workers about the incident and they could not believe she had the nerve to treat a customer this way especially at North Mall, which is a high-end shopping establishment.

Also, I tried numerous times to contact the store to complain to her manager but I was just transferred from one phone to another and second time the phone disconnected.

Below is the reference number of the transaction and I attached the sales receipt for your reference. I will never forget this shopping experience, Donna really needs to be fired or seriously reprimanded.

[protected]
[protected] 0027 1:33 PM 7/31/2019

Macy's
NorthPark Center
8687 North Central Expressway
Dallas, TX 75225
[protected]

R9212665002707667127

[protected]
[protected] 0027 1:33 PM 7/31/2019

PURCHASE

MICHL KORS MS 50.00
[protected] 709/18
Orig 125.00 New Price $62.50
20% Off
CRL XXXXXXXXX9004

8.250% TX RGLR Tax 4.13
Total 54.13

Regular Macy's
CARMEN BOOKER
031240 XXXXXXXXXXXX4982 54.13
CRU Swipe(R)

Your Total Savings is $75.00

****************************************
STAR REWARDS
SILVER MEMBER
**********************************

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5:29 am EDT
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Macy's leggings

I just spent $40. on 2 pair of leggings that I had to throw in the trash. Macy's seems to be selling inferior merchandise, mostly manufactured in China, VERY poorly. These pants were made of some strange material that I could put my finger through if I tried hard enough. There was no elastic in the waist band and they came with instructions to wash by hand - it is obvious you should never put them in the laundry or they'd fall apart. This is not the 1st time I have had trouble with this store - they send the wrong perfume this year, at Christmas and last Christmas, sent perfume I ordered for a friend, a month & a half late. Macy's used to be a "high-end" store, but it seems, these days, there is no such thing.

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1:05 pm EDT

Macy's macy’s backstage

I'm contacting you guys about Macy's BACKSTAGE which is very unprofessional everytime I come in there all the associates are on there phones, talking and never near the register! It's always a mess in the store never clean and never really anyone working there! And there boss I think her name goes by Lauern she's very unprofessional doesn't seem like she knows how to run a business she's never on the floor to help and always talking when I see her this store is very unprofessional and a straight mess definitely needs a new manager!

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12:30 am EDT

Macy's michael kors wallet

I purchase a wallet from Macys In Dec 2018. A couple of days ago I was zipping my wallet and the zipper broke.I have call the 1800 number amd spoken with someone about this and she was like I cant get a return its past 180 days. It not evening a year yet and I cant get a replacement for something that happen amd i am not the cause of it.All the online shopping and in store shopping I do at Macys and this is what I get.I will never do business with Macys again for nothing.This really hurts. What kind of business is this. I am contacting BBB about this.

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5:20 pm EDT

Macy's brandon women shoe associate

Associate was very rude started making verbal Threats On me Had both fist bolded up cussing was Waiting for sale associate for 20 mins and there were 5 employees he said that were on the floor and I politely ask since they were in back women shoe by door just laughing and talking upon asking they all started giving attitude associate Brandon was approaching with fist trying to hit me very unprofessional he even made of the employees call loss prevention making false claims when I did not do anything wrong

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2:13 pm EDT

Macy's credit reporting

Have had a Macy's/American Express card since 2011. Never late on payment except once - I did not receive statement by email or US Post Office. Macy's called, waived late fees, I paid entire balance by phone. They assured me all was ok, no problem. I now find, in the process of qualifying for a home loan, that there is now a negative on my credit report from Macy's over the $40 I paid. I have called Macy's twice, they say they cannot remove. I have now had to file disputes with TransUnion, Equifax & Experian. This one

blemish on an otherwise perfect credit reporting had dropped my credit score from 803 to 733. I may now not qualify for my home loan - over $40 that was paid in full as soon as I was aware.

Have only received ads by email, no statements

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4:28 am EDT

Macy's mattress

I recently bought a mattress from macy's, costed 3000 dollars.
When I looked into it, stiches were off in the one of circled shape hole on the top of the mattress. And when I layed down on the mattress, it was sort of sag. I first thought, its a new mattress so the cushion need some time to adjust? But using this for a week, i can totally feel that the part my body is touching is sort of sink. So now, i have a feeling that I received a mattress that someone might of returned?!?!?
Because other than those part cushion is totally fine.
After read through all these complains that are people posted, I have a feeling that I will have hard time to have new mattress from macy's?!?!? Can someone help me with some tips that I can have new mattress!?!? I will have an inspector coming this Saturday for the stitch issue, so i am planning to tell this inspector about it, or should i let customer service first? Or sales person?

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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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