Macy's, Inc.

I will never shop at Macy's (online/ in store) ever again. I recently ordered a FitBit HR online on 8/** and selected same day delivery. Shortly after placing the order I received the confirmation email that my order was processed. I periodically checked my shipment status to ensure I would not miss any important communications. As of today 8/** I have yet to receive my FitBit HR and I've been on the phone with at least 5 customer service reps and reps from the local delivery company DELIV. Below is the breakdown of what transpired in the 4 calls I placed to Macy’s today 8/** 2 day’s after my Fitbit should have arrived.

1st call- spoke with a representative and he was looking at my account to find out why the order had not shipped, the line was disconnected.

2nd call- spoke with a representative and she was looking at my account and claimed that I didn’t set up for same day service, which I told her I was never notified of setting up a delivery. Which I confirmed via checking my email both regular inbox and Spam. This representative put me on hold again and the call ended due to a disconnection

3rd call- As soon as the person answered I requested to speak with a supervisor, which the lady was very reluctant to do. I told her I was already hung up on twice and I didn’t want to talk to anyone unless they were a supervisor. She put me on hold and a “manager” got on the line. I explained to her my situation for the 3rd time and she again put me on hold. When she came back, she said the issue was with the delivery company and she gave me their number and connected me. I talked to the representative from DELIV and he could not locate my order or find any related information.

4th Call- spoke with a representative again and explained my situation for the 4th time. At this point I was fed up and wanted a refund. He told me he couldn’t refund my money and the order had already been placed. Then he put me on hold to check something, when he returned he said. There was an issue with them verifying the shipping address and that he could cancel my order and place a new one for me. At which point I said, well if you can cancel it then let’s do that and refund my money as I’ve had it with Macy’s and their POOR customer service. He informed me that it wasn’t possible and that he could send me to a store to pick it up. I work in Springfield, VA and the representative wanted to send me to a store in a complete opposite direction. I told him that was not going to work and that I had a store around the corner from me. He informed me that store didn’t carry it and that he would only be able to ship it to me after he cancel the order. I told him I want a refund and that’s it, I don’t want the FitBit and I will spend my money in another store. He put me on a 25minute hold and a new operator came on the line. The new person said he couldn’t cancel it because it has not been shipped, but yet he has no proof via the tracking number that it’s been shipped. Yet again, I demanded that I have my money refunded. Finally after 10 mins of him opposing he finally agree’s to refund my money and it would arrive in credit in 7-10 business days.

I’ve literally had my last interaction with MACY’s, you can guarantee that they won’t ever get another dime of my money. They are a company that predicates on poor customer service and giving people the run around. Ill be sure to post this complaint on Revdex.com as well to ensure others are warned of Macy's poor service.

Macy's was very keen to stop sending me hard copy bills. I paid online and tried to pay in the store. However when I asked to close my account, it could simply not be done in the store. When I called to close it, I was given a hard time about it. I paid immediately to close the account with an electronic check. Apparently not all of the charges were represented in the "final amount owed." It was not for 3 months later that I got an overdue notice in the mail for this balance and a fee. The thing that really bothered me was that I tried to close out the account and paid in full but yet I got charges mailed to me. I called once again and the customer service line hung up on me three times! I finally got someone in person and I thought that they were going to take care of the amount owed but I got cut off again! After cooling off I tried yet again, this time the charges were apparently "removed." However today I got another bill in the mail from Macy's, again! I am just going to pay the $4.03 to see if they will ever close this account and stop charging me fees! But I can tell you that I will NEVER set foot in a Macy's store again. I would say be sure to never take one of their scammy credit cards just to get a coupon to lousy discount. NOT WORTH IT!

I was given a gift card of $100 to Macy's from my soccer team as a gift. Because of the amount, I was saving it for when there was something big I wanted to purchase. I finally went to use it, and Macy's would not honor the card. They told me too much time had passed it was no longer valid. I filed several complaints and it was never resolved.

This complaint is in regards to an order placed on macys.com. I purchased a $200 gift card as a wedding gift. The order also included three other gift items. The individual products were shipped and delivered however the gift card was only shipped and never delivered. Macy's in no way contacted me to inform me that the order was never delivered. They simply charged my card and supposedly shipped the order. If it wasn't for rechecking the website and it displaying "shipped with the expected delivery date" I wouldn't have known that it wasn't delivered.

My card was processed and since the item was a gift I was unaware as to whether or not it was received. The initial representative just continued to say, "so you can't confirm if it was delivered." Supposedly it's the customers duty to track the package and in no way it Macy's at fault for not flagging the order wasn't delivered. After waiting for 45 min on hold to speak with a manager, I decided it was best to report this issue with the Revdex.com.

I made a payment on line in August 2015 in which I received a confirmation number and the account said pending payment. I called customer service a couple of weeks later when the payment was not taken out of my bank account and the lady said they were having problems and that she would put it through for me and that all would be fine. She said she noted my account that I made my payment.

During this time or soon after Macy's changed their website to a "New and Improved" system for payments which now tells me I have a zero balance and I'm unable to make a payment. Customer service however tells me that I owe double plus late fees and they can not adjust my payment to void the late fees even though I made the payment and they are unwilling to adjust my report to having a late payment show on my credit report even though they are at fault! And my question to them has been "when you straighten out your new system is the payment that is in the pending file going to be taken out or voided?" No one has been able to answer this question!

I have been on the phone waiting for hours, yes hours, only to have the phone either hang up on me, tell me the number is no longer available call this number instead or the representative can not help me I need to call this number and speak with an Account Specialist aka Collections! This has happened 4 times before my September payment was due and each one until the day after my payment was due could not help me and told me to call back again.

FYI - the phone number ###-###-#### at the top of this website is also "Temporarily Unavailable"!

Macys Customer Service-

I placed an online order for a gift card and received an email that my order was cancelled. I called the Customer Protection Number provided in their email and was told it was cancelled due to my public record phone number not matching the phone number provided in the order.

I explained to the representative that the phone number they had was from a land line I used about 10 years ago and it is no longer in service. After multiple conversations with 3 different representatives I was told I needed to update my public record phone number through my phone service provider. Never heard of such a thing!

It seems as they have an outdated process for verifying credit card information. I did a [redacted] search of the phone number and it showed my previous residence and phone number as well as other erroneous personal information such as my income.

I would hope this is not their method of verifying information as they could have contacted my credit card company to confirm my information.

On a side note, I had placed an online Macys order earlier this year with the SAME PHONE NUMBER AND CREDIT CARD INFORMATION with no issues!

At the end of it, I had to ask my husband to place the order for me as this was a birthday request from a family member and crossed my fingers that his public record was more up to date than mine.

I am beyond frustrated with Macys. I tried to file a complaint during my phone call with the representative and in turn they gave me a mailing address. They really make it difficult for the customer to provide feedback. I am a frequent online customer and I have never had any issues such as the one I had with Macys.

In the future, I will not be using Macys. In this day and age, were you can use companies like [redacted] and get expedited shipments and easy returns, why use a company that I had to jump through hoops to order a gift card?

PS Macys- If you order a gift card, it should be automatic, it should not take 24 hours to process.

I ordered a cake stand from Macy's online with same-day shipping via Deliv. When my order arrived, the box was empty. Macy's sent me an empty box and charged me for the merchandise, along with a $5 upcharge for the same-day delivery (strike one). After 25 minutes on the phone with an incompetent representative who could not find my order and who wanted me to call back when their system was working and who stated that the best she could do was send me a replacement in four days (strike two on the utter fail in customer service and problem resolution), I asked for a manager. The manager was able to find the order and then asked me to go to a local store to pick it up, though she had to reprocess my entire order. At this point, I was 45 minutes into a phone conversation that should never needed to take place if Macy's hadn't shipped me an EMPTY box. Given that I have a job to attend to and could not waste another minute on the phone trying to solve Macy's error, I asked to cancel the order entirely and issue a refund. I will happily go to another RELIABLE retailer for this item, and will second-think any order with Macy's in the future given their deplorable service in this instance.

Macy's has continued to charge penalties to my account even though I have a zero balance. Last month was $6 and this month it's $4. I don't understand how this is legal. I've contacted the company to cancel my account.

I ordered two items, including a Twin bed set from MAcy's Online in December 2015. One of the items was immeaditely cancelledbut after weeks, I received a 20 % coupon as an apology, but to date it could not be used on any items on their website.I now receive another email stating that I can wait indefinitely .When I tried to speak to the phone representative, she was difficult to understand due to a strong accent, but essentially could not offer any help.When I asked to speak to a supervisor, I was made to an inordinate amount of time.The supervisor was a very angry woman who frightened me> I immediately cancelled my order and hung up.

We had two bills that had conflicting information. Since there was only a small amount of money I thought it could be taken care of by a phone call. Using 4 retail stores telephone numbers we could only access automated responses. The web site was the same - just automated stuff. I guess they can't find people who speak to ild people.

To Whom it May Concern,

On Thursday, November **, 2015 at approximately 1:20 p.m. I was helped by a woman named Rosa in the 3rd floor of the children's department in the [redacted] in San Diego, CA. First of all, she did not seem to know what she was doing as she fumbled around with helping the two customers in front of me and spent about 10 minutes serving each customer who had one to two items at the most. Nevertheless, as I patiently waited, she broke from speaking Spanish to the customer in front of her to suddenly pointing at me and saying loudly in English, "You look tired. You must never sleep." I was mortified. I told her that was a strange thing to say and she laughed and kept (attempting to) ring up the purchases of the customer in front of me which simply took ages.

Finally, it was my turn. I was irate at the wait at this point, and she flat out just stopped ringing up my purchases to complain about her life story for a few minutes. I do not mind conversation while being helped, but if it affects a cashier from performing their only duty, I get annoyed. I finally interrupted her to ask for gift receipts and to hint that I would like her to just ring up my purchases. She continued ranting about her life (including quite frankly disgusting details about her previous pregnancy). Finally, we reached the point of payment. She mentioned a pre-sale and handed me a card that advertised 25% and just stared at it, apparently waiting for me to say something. I asked her if it applies to purchasing online and picking up in store and she shrugged her shoulders and said, "Who knows?! Hopefully!" I don't know why I even bothered asking.

Honestly, I have been a loyal customer of Macy's for 27 years and my entire family has been loyal to this store, placing Macy's as the first place we go when we need anything at all. This exchange has really rubbed me the wrong way between the gross unprofessional behavior and inability to perform basic tasks or to even answer questions about promotions, I am thinking this might be my last visit. I may just stick to Nordstrom's and Saks, though I hope that poor performing employees like these are corrected and better trained to understand their tasks. It greatly saddened me to see such blatant disregard for a role, coupled with such harsh and unnecessary treatment of a customer, which was offensive and unwarranted at the very least. I don't appreciate being accosted with insults while waiting, nor do I appreciate waiting for the cashier to take a hint and ring up my purchases. It may be because of my past loyalty, but I hold Macy's up to a higher standard in terms of customer service as I have never had a complaint in the past.

Thank you,

I do hope this problem resolves in the near future as I may reconsider withholding my patronage.

I ordered and paid for an item online Sunday (10/**) and was given the option to pick it up at the Bay Plaza store in the Bronx. I received an email Monday (10/**) to pickup up the item. I arrived Friday (10/**) for pickup and was told the order was picked up 10/**. After telling the salesperson it wasn't me and requesting more information on the transaction, a manager arrived to investigate. The manager said she would need to check the cameras to see what occurred. I waited, then was told it wasn't me and more investigation was required. At this point, refund my money or give me the item. Investigating it further for your incompetency is your problem. I left the store without the item, without a refund and insulted by asking if I knew the person. Instead of insinuating I was in on it, you should ask how your employee handed a package I paid for to someone else without proper ID. I wasted over an hour in your store over this. When I got home I called customer service and wasted another 37 minutes to find out what exactly is your policy for online/pickup orders. I explained I have done this at other stores and the procedure is ID and method of payment used for the transaction. I wanted to know why no ID was requested from the person picking up my item. For such a major store you should have a more efficient system. I am so disgusted by all of this, I am breaking up with you. You don't deserve my business

If you register to get Macy's credit card ,usually the associates makes fraud about your card , all your information is used by the employee only and you get shocked when you see your first bill. Sometimes your Macy's credit card will get lost in mail and usually used by Macy's employees only. BE AWARE .

I am somewhat unsatisfied with Macy's Card services. They raised my credit limit, without my asking, only to drop it some weeks later. not to mention a late payment results in MULTIPLE daily phone calls.

worst customer service I've EVER experienced. placed a package 10/** its 11/* it got reshipped twice with about 6 calls in about 2 weeks I call one last time and come to find "their system couldn't read my WORK address" Umm, okay? so I don't get notified ? I don't get automatically reimbursed ? I don't an email/phone call .????????? I will never recommend ordering anything through the phone service with Macy's.

I ordered a mattress, box and bed frame from Macy's 1 month ago. When checking out, I have been told to call my bank so that they can authorize the transaction.

I called my bank, got transferred to fraud department, got authorization.

Then I got 3 messages, 3 automated phone calls, 3 emails from Macy's so called 5 star shipping highlighting the time frame of my delivery.

My delivery date was supposed to be the Feb[redacted] between 8:30 and 10:30.

At 11:30 and since nobody had shown up, I called their customer service.

Let alone the wait time. Let alone the hard to understand accent of the employees...I was told order did not ship because the shipping thought it was still a fraud alert transaction.

I called my bank again. They said the transaction is authorized, even charged!

After trying to convey my concern to one of the call centre employees, I was told: Can I permanently put you on hold? and got hung up on!

I then had to go stay in a hotel and now must travel overseas to get my family over to my newly purchased house without mattress, bed...

I do not wish to deal with Macy's again.

I just wanted to document this incident or let us call it: customer service scandal.