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CB Department Stores Macy's 200 E Cypress Ave, Burbank, CA, 91502, US
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200 E Cypress Ave, Burbank, CA, 91502, US
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Working hours
10:00 am - 8:00 pm
11:00 am - 8:00 pm
11:00 am - 8:00 pm
11:00 am - 8:00 pm
11:00 am - 9:00 pm
10:00 am - 9:00 pm
11:00 am - 7:00 pm
10:06 pm EDT
The complaint has been investigated and resolved to the customer’s satisfaction.

Macy's - Comforter

Hello Macy's,

I purchased a lovely cotton light blue Laurel and Pine comforter from Macy's Backstage on 1/8/2021. I have not used it yet, I was waiting to shorten it. I still have all of the packaging and receipt.

Today, I looked at it and realized that the dye is deteriorating from a light blue to a light purple in several areas of the comforter. I haven't ever seen this type of defect in any bedding item I've purchased.

I contacted Macy's Backstage today at [protected] and they said since it's over 30 days, they are unable to return it.

I contacted Macy's Customer Service at [protected] and they said because it's not an online purchase, they can't assist me.

This comforter is not usable with various areas of uneven color resulting from deterioration of the dye. I would like to return it for either a credit card credit of $44.09 or a store credit as I shop with Macy's often.
Please advise, thank you.

Desired outcome: A refund or store credit.

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Since I wasn't getting any results from the store staff or the online staff, per the store staff's suggestion, I contacted the store manager of the Backstage section and explained the situation. She was very gracious and asked me to come in right away. I took the comforter to the store and she refunded my money in full. She said they would treat the item as damaged and basically throw it away. Apparently many stores do this with returns, even merchandise that isn't defective. They cut a slice through it and put it in the garbage. What a waste! However, I really liked the store manager, she took care of my situation with grace and professionalism. Go Macys!

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