Macy's review: Customer service call for star money and rewards

I made multiple purchases in July and in November while the friends and family promotion was going on. I realized that I did not get my star money or rewards and i called Macys and spoke to Mel/ ID number [protected]. She told me that she had a different email on file and had me create a new one so i could get my accounts merged and stated i would be recieving my points. I waited until i made more purchases in December to verify and found that no points have been added. I called customer service today and the first operator hung up after 7 minutes. The call was made on 5:44 PM Mountain time on 12/11/25. I called again and spoke with someone else. I explained the issue and went thru every order that was purchased. They confirmed that the orders were made and still could not help me retrieve my points. He kept bringing up current points that are pending from this month but i let them know that was not the issue i was calling about. He was not helpful and decided to transfer us to a specialist (his words). I was on hold for another long span of time and was transferred to someone else. They did not know what was going on, did not read notes, and i had to relay the same exact prompt that i had just given the other employee. At this point i was bothered but still gave the same information. He did the same thing the person before him did. He was not trying to help but was persistent on finishing the call quickly with no resolve. I found his lack of professionalism and choice of words to be appalling. I asked for his name and ID number to escelate the matter to his manager. WHen i asked to speak to his direct supervisor, he said that they were busy helping someone else. Then i asked again after our exchange and he changed his story and said that their is no manager or supervisore there and that he does not report to anyone directly. At the end I asked if there was going to be any resolve or if there was anything that could be done and he said no. I thanked him for his time and i heard laughing through the speaker from his end. The information he provided was that his name was Mark/ ID number [protected]. I spent over two hours on the phone just to be turned away and laughed at by the employees and was told statements such as "calm down and stop being frustrated." This is a poor look for Macy's staff and that was the worst customer experience that I have experienced.

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