Macy'sfraud and bad customer service

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a verified customer
Verified customer

Re: macy’s fox valley (aurora, illinois
Don’t shop at macy’s fox valley (aurora, illinois)

I am sharing with you my terrible experience I had at this particular macy’s store – I hope that everyone who reads this will avoid their bait and switch sales tactics and rude customer service by not shopping at macy’s.

I walked into the macy’s fox valley store today on december 26th (day after christmas) to look for bargains. while in the men’s jeans department, there was a huge sign indicating their levi’s jeans are on sale for $3.99. the shelves below the $3.99 show multiple pairs of jeans for this price, plus you get an additional 15% off the purchase by using your macy’s card.

I grabbed two pairs, walked over to the nearest register, and the sales associate scanned it into the register; it rang up as $59.99. she indicated that she would not honor the $3.99 price. I insisted that we walk together to the jeans area, and I showed her the $3.99 sign with the jeans in front of it. she still refused. rudely, she told said that she could no longer help me. I then asked her to find the store manager so I can show her as well. this is a bait and switch tactic I said, and the price must be honored. she left and came back later with a manager.

A woman by the name of jo came over and said that she would not honor the price either. I asked if she was the store manager, and she said no, but she was the men’s and accessories floor manager. she said that she could give me the jeans for $59.99 as the register had displayed. as we were looking at the shelves with all the clothes underneath the $3.99 clothes, another sales associate began folding the jeans and moving them to the other side of the shelf where it was not $3.99. jo said that only the shirts were $3.99 and not the jeans. I mentioned to her that she’s not following the law if she doesn’t give me the fact, she encouraged me to contact corporate, and said that when I do and she gave me her name again, that corporate would not believe me and they would back her up 100%. then she walked away from me, knowing that I was not done talking yet with her.

By now, I am extremely upset. I took a photo of the $3.99 sign, asked another sales associate where I can find the store manager – she directed me to go downstairs to human resources where I can find their corporate offices and talk to someone there. I took an escalator and walked downstairs to that area, and found that the store manager was not in, but the office manager and her assistant was there and they started listening to my issue about the terrible customer service I received from the men’s and accessories departmenet manager jo and the bait and switch tactic.

The moment I started talking with the office manager, jo appears in front of me. apparently she had followed me from the men’s floor down to human resources! she cut me off and continued to explain to the office manager the situation. she started to apologize for my experience; I mentioned to her why she was apologizing all of a sudden and pretending to me nice while in front of other co-workers/managers, but when I was with her alone she was just rude and obnoxious. jo said that she takes inventory of all the merchandise and is aware of what is and is not on sale. I mentioned to her yes, she should be aware since she is a manager; but as a customer myself, how am I supposed to know! all I see is a $3.99 sign, next to the levi’s jeans (a bunch of them) in the big and tall section of the men’s department. I expect to pay that price! jo is extremely quiet, and sits down and just listens to me and the office manager talk.

Here are my problems:

1) regardless of the issues discussed, why is your sales associates and floor department manager so extremely rude, and unprofessional?
2) to try and cover up the incorrect $3.99 sign you and your sales associates start moving the clothing to another area of the shelf where it is not on sale. I have a picture still with the incorrect sign – this is a bait and switch tactic, which is fraud.
3) why did your manager encourage me to call corporate and say that she will be backed up 100% - where is your customer service skills? didn’t macy’s corporate teach you anything in training?
4) I don’t even want your jeans now. I could care less. I am a macy’s american express black card holder - spending $3, 000+ a year in your stores throughout illinois and america. why should I care about a pair of jeans at either $3.99 or $59.99? it’s the principle i’m arguing over – if it’s marked at $3.99 with a sign you legally have to honor that price. don’t give me attitude over this and say that the store’s busy and someone else put those clothes on the shelf and how your associates didn’t get around to putting the jeans in the correct area.

My solution to these problems:
1) your manager jo, sales associates and others need to be retrained.
2) apologize for the rude and terrible customer service.
3) tell the 3 million other readers here and other pages why this type of behavior should not be tolerated at macy’s. customers should be treated with respect and dignity. not get chewed out and yelled at by your employees.

When all your stores in illinois were marshall field's, the customer service policies were so much fact, marshall field's was the first and only department store in the world with the slogan "give the lady what she wants", and also believed in treating all customers with respect. since marshall field's has been turned into macy's, this is the kind of "respect" that I now get. quite sad.

fraud and bad customer service

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