Macy's
reviews and complaints

I've been shopping at Macy's for years now, and I've always had a great experience until my recent visit. On Sunday, I went to the MAC counter to try out a matte red lipstick before heading to the Estee Lauder counter. I wanted to use one of the free cue tips available to customers to see how the color looked on my hand. That's when an employee named Cory, who was an Estee Lauder representative, approached me and asked if he could help me. I politely declined and continued to reach for the cue tip. However, he asked again, this time more sternly, and I declined once more. I thought he didn't hear me, so I reached for the cue tip again, but he became more irate and verbally aggressive, asking if he could help me for the third time.

I was on the phone with my mother at the time, so I asked her to hold on. I asked Cory if there was a problem with me using a cue tip, and he said that things weren't sanitized, and I couldn't test out the MAC lipstick. However, other employees were using brushes and applying makeup to customers' faces, and other customers were freely using testers without being harassed. Cory began to argue with me, and his voice grew louder, causing a scene. I felt threatened and embarrassed, and I thought he was going to physically harm me. I walked away and asked to speak with a manager.

Bob was the manager on duty, and he apologized, saying that Cory had never done anything like this before. I told Bob that if the cameras could be reviewed, he could see what happened. I've spent a lot of money at Macy's, and every moment has been a pleasant one until now. I felt attacked because I'm a female, and that's not an excuse for any employee to verbally attack me because a man feels that he can throw his masculine aggression around whenever he wants. It left a bad taste in my mouth, and I don't feel comfortable shopping at Macy's anymore.

After Bob found other employees like Anthony at the Dior counter and Melissa at the Armani counter, Cory would come over occasionally for no reason at all, not to apologize to me, but to make me feel even more uncomfortable during the rest of the time I was shopping there. He was laughing with his colleagues as if he had done nothing wrong. This behavior is completely inexcusable, and I'm very sad to say that I will not be visiting this location in the future. No one should have to go through what I went through, and I would like to speak to people higher up in management so this never happens again.

Macy's is a retail company that has left me with a sour taste in my mouth. I purchased a watch in Fort Lauderdale while visiting from Toronto and was approached by a customer service representative who offered me a 20% discount if I applied for a Macy's credit card. I agreed and provided my driver's license as identification. However, when I received my billing statement the following month, I was unable to log in to my account. After calling customer service, I was informed that they required my social security number to create an account, which was not provided on my driver's license. Despite this, I received the discount and was able to pay my bill.

The following month, I received a late fee on my statement due to my payment taking three weeks to reach Macy's and another week for their statement to arrive. I called customer service and asked for the specific amount to write on the check, which I sent to their PO in Louisville. The next month, I received a minimum interest charge due to splitting the bill, which I was told to do by a previous customer service representative. I called again and was able to have the late balance fee waived, but still had to pay the interest charge.

After five months, my watch was finally paid for, but I was left frustrated that Macy's was unable to take my credit card information to charge me on the spot. I also requested to pay in person but was rejected twice and encouraged to pay online. It seems like a push for their e-commerce initiative.

Overall, Macy's poor processing and incompetence have left me as a hater for life. As a business owner, I understand the importance of invoicing and charging clients, but Macy's, as a conglomerate, should have better systems in place.

So, I was browsing Macy's website looking for a new mattress for my bed. I added the mattress to my bag to see how much it would cost with shipping and taxes. But, to my surprise, I received a notification that my order was processed immediately. I was confused because I didn't have the option to choose the type of delivery, payment, or delivery date and location. I was out of town, so I needed to cancel the order. Unfortunately, there was no option to cancel the order online, so I had to call Macy's customer service.

I spoke to three representatives and a supervisor, and I cited Macy's policy that states that customers have 30 minutes to change or cancel their order after placing it. However, if you choose to buy online and pick up in-store or use same-day delivery, you only have 15 minutes to change or cancel your order. I called immediately to cancel my order, and they sent me a confirmation that I called within the time frame to cancel. The supervisor also verified that my order was canceled.

But, two days later, I received a UPS tracking notification for delivery. I called Macy's again, and after being transferred and being on hold for over an hour, I spoke to a representative and a supervisor who stated that the order was canceled. However, the next day, I checked my Macy's credit card, and the charge was still pending. I called Macy's Credit Services and requested to speak to a supervisor to dispute the charges. The supervisor said he would research the incident and call me back, but he never did.

This morning, I received an email notification that my order from Macy's would be delivered. I called Macy's again and told them that I did not authorize the charge, that I received a cancellation confirmation, and that I was not even home to accept the delivery. They transferred me from department to department to resolve the problem, and I am still on hold. The charges are still showing on my credit card.

The worst part of this experience was the misdirection, misinformation, and their inability to resolve the problem. One of the supervisors, Beverly, was blatantly rude. Macy's online ordering system has a problem, but the managers and supervisors did not take enough action to resolve the issue. They shuffled me from department to department, and this could have been avoided if they took more directive action.

I caution everyone before ordering anything from Macy's online website, especially from furniture and bedding. This has been the worst online ordering experience, and I hope they can improve their system and customer service.

So, on March 1st, 2020, I placed an order on Macy's mobile app. I was excited to receive my package, but on March 5th, I received an email saying that my package had been delivered. I was confused because the package was delivered to an address I haven't lived in for about 4 years. I thought maybe I had made a mistake, so I checked the address on my account, but it wasn't linked to my account at all. I was really confused, so I checked my previous orders, but they all reflected that address. I was really frustrated, so I reached out to Macy's customer service.

After several phone calls and conversations with two different managers/supervisors, I was only able to receive a gift card, which I used to re-purchase the items. The first manager was able to issue me a gift card, but no help on how I could actually receive the packages that I ordered. The second manager was able to use the gift card and place the order for my items. The second manager also informed me and reassured me several times that he was able to update the address and he would be able to provide me with a 25% discount coupon for future purchases.

So, I placed another order on March 8th, 2020 (order #***262), and I received an email this morning stating that my packages will deliver in multiple packages. I checked the address and it's being delivered to the address that I was assured was removed from my profile. Macy's can't do anything because it has shipped. They can monitor and have UPS send it back to them. In order for me to receive my items, I have 2 options: one; pay for the items and once Macy's receives them back I can get a credit and two; wait for Macy's to receive the items and they can issue me another gift card and they can then use it to repurchase my items.

But in the meantime, my packages are being delivered to an unknown person who lives in a complex where they are stealing packages that are left outside, so people are walking around in stuff that was paid for with my blood, sweat, and tears. I work 8 a.m. - 4:30 p.m. with 6 kids at home. I do not have the time to sit outside and wait for packages to be delivered. When I was told that the issue was resolved, I trusted that and I went out on faith and placed another order. It's not often that I get to shop, but when I do, it's for quality, and I thought I would receive that from Macy's, but the quality of customer service is really missing from what I have experienced.

I am only one person that is contributing to their sales, so I guess I don't matter, and I have been shown that several times within a week. I am a pissed off online shopper, and I hope that Macy's can improve their customer service in the future.

Macy's is a store that I will never shop at again. The customer service is terrible and they do nothing but lie to you. I had to talk to them five different times and every time they told me a different lie. I ended up canceling my mattress order because I couldn't deal with their lies anymore. I encourage you to not buy anything from Macy's unless you want to get screwed over.

I ordered my mattress on 11/26/21 and it was supposed to be delivered on 12/22/21. I was okay with waiting because my guests weren't arriving until New Year's weekend. However, I never received a confirmation email the day before with a small window of time for delivery. On the day of delivery, I received a text with a tracking link that showed the bubble for my address at the wrong location on the map. I called customer service and talked to someone with extremely broken English. She told me she would correct the tracking map and alert the driver, but that never happened and the delivery did not come.

I called customer service again and asked for the driver's number so I could talk to them myself. She said the driver had my number and would call if they could not find me, but they never called. I called customer service again and asked for the delivery manager's phone number so I could call him to see about picking my mattress up at their warehouse. She said she could not give me the phone number but would call the delivery manager and have him call me the next day and would call me herself to make sure I received a call from the delivery manager. I received a call from no one.

I found out my order was now rescheduled to be delivered on 1/12/22, almost two months after I ordered it. I explained how I had company coming in and no mattress for them to sleep on as I got rid of my old mattress after I had confirmation the new mattress was to be delivered on 12/22. They apologized but said there was nothing they could do. I went out and bought a cheap mat for temporary use and called customer service again to see if they would reduce the price of my mattress since I had to wait so long, go through the aggravation of customer service telling lies, and all my added expenses. They offered me $75.00, which was not enough. I told them to keep their $75.00 offer and their mattress and canceled the order.

I will never buy anything from Macy's again. I got online at Sams.com and ordered a better mattress for the same money, and I can pick it up on 12/26/21. It's not worth the aggravation to order from Macy's. Please take my warning and never order anything from Macy's.

I've had some issues with Macy's in the past, but I've always been willing to give them another try. However, their inability to resolve any problem has left me feeling frustrated and disappointed. Recently, I received the wrong item in my shipment. I immediately called to let them know of the problem, and the woman on the phone seemed to be helpful. She offered me a free replacement with free expedited shipping and assured me that she could send it to an updated address so I could send it directly to the recipient. She also said I could keep the wrong item because of the inconvenience.

About an hour later, I received an email with a return label, which I thought was strange because the agent said I did not have to make any returns. I called back, and the second agent said there were no notes in the system and I would have to make a return, even though it was Macy's error. When I asked to speak to a supervisor, he put me on hold and then came back to tell me he cleared it up, and I wouldn't have to make a return. About an hour after that phone call, I received another email saying I had to make a return by the end of the month. So I called again for a third time to confirm that I would not be charged for the replacement, and I could keep the wrong item. The third agent I spoke to assured me that it was fine and to disregard the email.

Uneasy about the situation, I checked my Macy's account and saw that it was going to the wrong address, and the item was backordered. Yet, the first agent said I would be getting the item in two days with expedited shipping. I called for the fourth time, asking to cancel the replacement order because it was going to the wrong address, and no one seems to know what they're doing. She told me she could not cancel my order and couldn't help me any further. When I asked to speak to a supervisor, she claimed she was able to cancel it for me and not to worry.

When I checked the next day and saw it was not canceled, I called and asked to speak to a supervisor right away. The person I spoke to confirmed that indeed the person I spoke to previously had lied, and it was never canceled. Every time I have called, everyone seemed to be making up answers, nor did they fully understand what I was saying because of the language barrier. So this time, they said they could put in a request for a cancellation, but no guarantees. When I didn't receive any updates, I called to see if the cancellation request was accepted. The agent told me that it was accepted, and my order was canceled, and I would receive a refund.

I was confused because the item being sent to me was free, so I shouldn't be receiving a refund. Relieved that my order was finally canceled, I disregarded that statement. A few hours later, I received an email that my order was being shipped out after the agent had just assured me that they had canceled it. I called again and spoke to a supervisor who said yes, the person I spoke to lied as well, and they cannot cancel the order. So, they suggested I let it ship to the wrong address and take it as a gift from Macy's.

I have given up trying to resolve my issue because I get nowhere. They tell you anything to appease you and get you off the phone with no truth behind it. The supervisors aren't any more helpful than the agents. Each time I called, I took down the agent's name and employee number, which the supervisors didn't even ask for. You would think that if agents are telling customers wrong information, they would want the employee's information to follow up and settle the confusion.

I understand that companies make mistakes, which is inevitable with the amount of business they do. But when there is no competent or reliable customer service to help fix the company's errors, I cannot continue to shop there anymore. It's good to know where the values of the company lie. Clearly, good customer service, honesty, reliability, and accountability are not Macy's priority.

I have found that companies like Amazon and Kohl's have had very responsive and accommodating customer service. I'll do my shopping at companies that value their customers, and I'll recommend my friends and family do the same. Macy's needs to step up their game if they want to keep their customers.

I'm not even sure where to begin with my experience with Macy's. It's been a rollercoaster of frustration and disappointment. Let me start by saying that we ordered a sectional almost two years ago. When we finally received it, it broke within four weeks. It took a long time to get all the necessary steps completed to return it and order a different sectional. The one we originally ordered had been discontinued, and we weren't willing to pay full price for a sectional that already needed a major repair. So, we ordered a new sectional that we were just settling for. Clearly, if that was the sectional we wanted, we would have ordered it in the first place, but we were stuck and had to order something through Macy's.

We waited a long time for the second sectional. It finally arrived, but it wasn't correct. Instead of two armless chairs, we received one armless chair and a regular chair. The delivery team took the wrong piece back, and the correct piece was ordered. Oh, I forgot to mention the chaise cushion wasn't made correctly, so we had to schedule a technician to come look at that. He agreed the cushion needed to be replaced (along with another cushion he found damage on). That was two months ago. I hadn't received an update, so I called for an update. Everyone I have talked to about the cushions can't even see anything about replacement cushions being ordered. Ugh.

Anyway, the missing armless chair was ordered. The delivery date came, and the armless chair they brought wasn't the correct fabric. We sent it back. The armless chair was ordered again. The delivery date came, and it was the wrong fabric again. We sent it back. We got a call that a third attempt for the correct item was being made. The delivery date was scheduled, but they didn't show up. I called customer service and was told the sales check number that was provided to us in the confirmation call from Macy's was a cancelled sales check, and the item now wasn't due until January. I asked to speak to a manager, but after being on hold for 45 minutes waiting for a manager, I hung up and called back. This time I was told that the wrong piece arrived at the warehouse again and that our salesperson was notified of the cancellation but not us. That just seems like someone is trying to pin the blame somewhere else. We got a call from customer service the day before the scheduled delivery date confirming a time frame, but nobody called us about a cancellation. Strange.

So, to recap the number of days wasted so far:

#1: Delivery of original sectional (which broke within a month)
#2: Day for technician to look at broken sectional
#3: Delivery of second sectional and pick up of the broken one. Wrong pieces delivered for new sectional and there was a faulty seat cushion
#4: Day for technician to look at faulty seat cushion
#5: Delivery of armless chair - wrong fabric
#6: Delivery of armless chair - wrong fabric
#7: Delivery scheduled and confirmed by Macy's for armless chair - no show.
#8: Future delivery of what is hopefully the correct armless chair
#9: Future delivery of new seat cushions

So, in total, we have had nine days scheduled at home waiting on furniture when one day is all it should have taken. This is only taking into consideration the physical time/days at home and not the countless hours on the phone with customer service. I am guessing I have spent well over 30 hours on the phone trying to get this mess resolved (and that is probably a grossly low estimate of hours). At this point, with pay that's being missed waiting on deliveries, we could have purchased three sectionals. I don't feel we should have to pay one penny for the armless chair we're still trying to get. The $400 that piece costs is nowhere near a fair compensation for the time, money, and frustration, but it would at least be a start. Unfortunately, the only thing Macy's has offered is a scripted apology.

We chose Macy's thinking we would get good customer service. What a HUGE mistake that was. The local store has zero control over the process after the order is placed. At that point, you are just another person in the queue of other people calling in to the customer service center.

Well, off to make yet another phone call to try to figure out if my new cushions are even coming at all. I have a feeling they're not, and that I will have to schedule another technician to come out because the record of the first technician coming doesn't seem to exist. That would bring the total to 10 days... and counting.

To say I am frustrated and disappointed is an understatement. I have been nothing but kind and patient through all of this, but after two years of waiting for a complete sectional, my frustration is starting to take over.

If I could tell Macy's to just refund all of our money and come pick up this sectional, I would 100% do that! I would rather bring my outdoor patio furniture inside to use than deal with this company for one more day.

I went to Macy's store in Marlborough, MA on August 27, 2014, to buy a new dress for my wife. We have been frequent customers at this store since moving to Massachusetts in 2008. We expected a pleasant and enjoyable experience. My wife chose four nice dresses and went to the dressing room. I sat on the couch outside the dressing room with our four-year-old daughter to wait.

To our surprise, in this seemingly pleasant environment, we suddenly became the victim of racial intimidation. Two small Mexican children (a boy slightly older than our daughter and a girl slightly younger) came over and stood between my wife and me as she was showing me the first dress. The boy ultimately stepped on the hem of my wife's dress and then started jumping on my feet. They pushed my daughter off the couch and sat down on it themselves and began staring at us.

I saw two women, who I presumed to be the mothers of these children, shopping in the swimsuit section. I walked over and began asking them to please control their children because they were disturbing us. The women stated that their children were not bothering us; that all they were trying to do was sit down on the couch. I told them that the children were pushing us out of the way and that the children needed to be controlled.

By this time, my wife had joined the argument. My wife again asked them to control their children. The women said that the children were not bothering anyone and that we should stop shouting at them. One of the women then began physically advancing on my wife who is pregnant. At this point, the store clerk and one of the store managers came over and began asking all of us to lower our voices.

The manager started asking the other women what was happening, and they said that their children were trying to sit on the couch and that we began shouting at them and asking them to control their children. As we continued to argue, the manager repeatedly told us to lower our voices. It soon became obvious that the manager was taking the side of the two women. The manager never asked to hear our side of the story.

We began to walk away to another department to purchase the dress, which my wife was still wearing. The manager then said that we could not leave this area of the store while my wife was wearing the dress. So, my wife had to go back to the dressing room and remove the dress. We then went to a different department and purchased the dress.

We left the store and began talking about sending some kind of complaint to your corporate office. My wife returned to the Macy's store and asked the manager for her name so that we could accurately recount what happened and who was involved. The manager refused to provide her full name. The only name we have is the one on her name tag: Dorie. I trust this will be sufficient to identify her.

When my wife raised her voice again in protest that the manager refused to provide her full name, the manager asked my wife to leave the store because she was disturbing other customers. We find this entire experience to beyond any reasonable explanation and quite frankly unacceptable for a store which considers itself to be rather stylish.

Why can my daughter and I not sit on the couch outside the dressing room without being disturbed and intimidated by other customers? Why does the manager take the side of the other customers without even listening to our side of the story? Why does the manager assume that just because we are upset and shouting at the other customers that we are the villains? Maybe we had a legitimate reason to be upset. Maybe the manager should have considered that the other customers had done something to provoke us. Perhaps that is why we were angry.

As we left the store, the manager began lecturing us on what kind of example we were setting for our daughter. I am proud to say that, through our actions, our daughter will learn not to be intimidated by other people who think they may do whatever they wish and say whatever they wish without any consequences. We will teach her to confront those who wrong her, and she will learn not to be afraid to confront people regardless of their race.

As much as we like shopping at Macy's, we find it difficult to ever spend another dollar in your store. The treatment of your manager is entirely unacceptable. We thought this matter should be brought to your attention, in the vague hope that someone might do something to stop such things from happening in your stores in the future.

So, I made the mistake of ordering furniture from Macy's again, even though I had a bad experience 19 years ago. And let me tell you, it was like déjà vu all over again. They told us the delivery would be at one time, but then changed it twice, so we ended up wasting an entire day waiting for them. When they finally arrived, we were excited to see our new living room furniture, but then we noticed major staining all over the sofa pillows. It was so bad that you could see it with the naked eye!

The delivery guys told us not to worry about it and that they would just send us new pillows, but I wasn't having it. I didn't want to accept delivery of something that was damaged and then have to wait for new pillows to arrive. That's how they get you! And it's exactly what happened to me 19 years ago.

To make matters worse, they told us that they couldn't deliver for another five days. I was so angry because we had already wasted an entire day waiting for them, and now we had to wait even longer because of their mistake. I told them that we needed to be at the top of the priority list because of the damage and the fact that we had already lost a day's salary waiting for them. But they wouldn't budge. They said that this was the best time and day that they could give us, and that we would just have to wait.

I was so disgusted with Macy's that I canceled my order. I'm done with them. I've had better experiences with Raymour and Flanigan. They always come earlier than they say they will, and the furniture is never damaged. Don't waste your time with Macy's. They haven't improved in 19 years, and they never will. No wonder their stores are closing.

I wish I could give them negative stars, but unfortunately, that's not an option. So, if you're thinking about ordering furniture from Macy's, don't do it. You'll just end up wasting your time and money.

I ordered three kitchenware items from Macy's website in mid-November, including a pot and pan set that cost over $200. I received two of the items within a week, which was great because Macy's used to be reliable with their deliveries. However, the third item was never filled even though a shipping label was printed. I waited for three weeks before I finally called customer service. At first, they told me that the item would arrive within a few more days. But after another week, I called again and was told to contact UPS with the tracking number to find out where the item was. When I called UPS, they told me that the label was printed but no item was delivered with that label. I was upset that I was lied to and told customer service what UPS had said. I already knew that Macy's oversold the product because they listed 500 available and 674 sold. Why would any company do that?

This time, customer service tried to reorder for me but found that there were none left. Duh? Anyway, she said she would issue a credit immediately. It's now two weeks later, and no credit has been issued. When I called customer service, they said they read everything in the order and would call me back in four days to update me. The hold up is because the label was printed, so it looks like the merchandise would be delivered on their side. They took the money out of my account immediately and won't credit me for the merchandise they don't have for now a month? I'm going to the bank today to claim a false deduction. Macy's customer service is overseas, and it's hard to reach them and get anything resolved. I will never order online from them again. What a shame! They used to be quality you could count on, but now they are trash. They rip off customers by selling items they don't have. Just wow. There is no minus, so the rating is too good for the service.

So, my boss' wife had a really bad experience with Macy's and I gotta say, it was pretty ridiculous. She spent a whole 45 minutes on the phone with the Fraud verification team for no reason at all. I mean, come on, who has time for that? And now, we're never gonna give Macy's our business again.

The call started off with the team asking for her husband, who's a CEO and doesn't have time for this kind of stuff. But she explained that she's on the card too and they still insisted on talking to him. Finally, they agreed to let her speak to them, but only if she cancelled the order and placed a new one with her name on it. So, she agreed and waited for 20 minutes for the prices to be adjusted. But when she was transferred back to the original team, she found out that the order was never cancelled and replaced. Can you believe it? She wasted all that time for nothing.

Finally, she had to disturb her husband and get him on the phone just to have them confirm that there was no fraud. And after all that, the call was dropped. I mean, seriously? No one even tried to make it right.

So, let this be a warning to all of you out there. Don't order anything online from Macy's. It's just not worth the hassle.

I gotta say, Macy's is a real disappointment. They straight up took $2500 from me and didn't even have the decency to be grateful for it. I bought this necklace for $1700 and it never even showed up. When I called to ask what was going on, they just gave me a refund and told me to call them next time I buy something that expensive so they can make sure it doesn't happen again. So, I did what they said and bought a bracelet for $2000. But when I asked about it, they said it was delivered and left on my front porch. I told them to make sure someone signed for it, but they didn't listen. I called them three times a week for three months and every time they said they reviewed it and it wasn't their fault. When I asked to speak to a manager, they just hung up on me. Some of them even told me to contact UPS or that they don't handle deliveries. And to top it all off, they charged me an extra $597.52 for interest even though I never agreed to pay within a certain time frame. So now I'm out $2597.52 for something I don't even have and I have no idea what's going on. I closed my card and I'm never shopping there again. Macy's lost a customer who spent hundreds of dollars. They say they treat their customers with respect, but that's a big joke. They don't stand by their word and they don't care about their customers. One of the managers, Allen, promised to call me back but he never did. I paid off the money and closed my account today. The customer service assistant was okay, but why would they care when they're stealing from their customers? You should really read their customer policy before you shop there.

Macy's is a store that I have always enjoyed shopping at. However, I recently had a very strange experience with their credit card services. I applied for a card and made a few purchases at the service desk on the same day. However, I never received any correspondence or card. When I called to figure out what was happening, I was put on hold for over four hours. When I finally spoke to a customer service representative, they were very disagreeable and seemed to be dissatisfied with their life. It was like they were chained to their desk and were looking for any opportunity to make people miserable.

I asked the representative to cancel my card, and they were very happy to do so. However, when I asked for a letter in writing stating that the card had been cancelled, they told me that Macy's doesn't do that. They only email things like that. I didn't receive an email, so I called back. The representative told me that they did email a letter like that, but it didn't go through. So, now they are mailing out a letter that says I closed my account.

When I pointed out that they have all of my personal identifying information and have given me nothing, I suspected that there were some sort of agile and dealings going on. I was really hurt and disappointed in the way I was treated. The interaction was the strangest and longest I've ever had trying to receive the physical card that I was accepted to receive, trying to pay off the bill, not knowing my credit card number because I was never given one, and dealing with people who honestly are asking for drama for no good reason other than again I think they're being abused.

Overall, I am very disappointed with Macy's credit card services. The customer service representatives were very unhelpful and seemed to be looking for any opportunity to make people miserable. I hope that Macy's can improve their credit card services in the future so that other customers don't have to go through what I did.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Steer clear. We'll be canceling our order.

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