Devoted to customer service and the principles of exceptional customer services

Macy's has terrible customer service, they used to be a quality store, a store that set the standard for other stores, now they're more concerned with lining thier pockets and filling thier bellies than provide a good value.
I recently purchased a mens diamond ring ($700) that fell apart within the first 12weeks. After I brought it in to the San Jose store, Rachel Landes dept mgr, told me that I should have purchased an warranty and they're not responsible for the quality of the merchandise they sell. Well if they're not, then who is Rachel? Imagine, just 12 short weeks, and this ring falls apart? Well maybe its a fluke, but not standing behind what you sell? Shame on you Macy's, shame on me for believing that you cared for your customers.

I'm shopping at Nordstroms from now on.

I recently received three borderline harrasing telephone calls from Macy's about a past due account, that I had not paid, it was my mistake for not making the payment(I forgot to sent in the payment but the account was not even 30 days late and I had made a payment on line a few days before they called. They continued calling me and I explained to them that I had made a payment on line and they insisted "that their records indicated I had a deliquent account" so then I went ahead and made yet another payment and a third call came in again they insisted that the my account was deliquent. I could not believe this was happening on an account that has a balance of $400 which is not even a third of my credit limit. The calls where from overseas and the agents where not very kind and all they could say was that I had a deliquent account and that it was in collections, eventhough I had made two payments within a week, I then requested to speak to a "supervisor" who started off by saying I had a deliquent account that was in collections and would not listen to my explanation of the two payments. I told him to please close my account (which I opened in back 1993) and he said "fine your account is closed" and basically hung up, I have never been treated by a customer service agent this way. I will never buy anything from Macy's again and I will spread the word of how they treat their customers of over 14yrs with their first late payment of under 30 days.

Macy's needs to re-trained their collections dept. and first check if payments have been made on line before harrasing their customers. I will miss the store but I refuse to be treated in such a rude way for their mistake

Macy's Customer Service is the worst! I ordered a rug in November '06 and finally received it after after 3 phone calls- 3 weeks later. They hadn't ordered it but somehow, it arrived that day! It was the wrong carpet! Another 3 phone calls to have it picked up. I finally cancelled the order in frustration. A month later another rug is delivered without my knowledge or my signature of receipt. 19 phone calls later- mostly being routed to India- I finally got connected to my local store furniture manager- he was going to call me today, without fail to offer a resolution-NOT. The UPS man arrived to pick up the rug- no one ever called to let me know!!
I will not make another large purchase from Macy's ever again.... it is nothing but problems and their customer service is horrible- all phone numbers given are routed to India and they don't understand or give a damn about your problem.

Activating a Macy's credit card on line doesn't work. Take from me. After trying to use their card and being humiliated for 40 minutes by their sales associate, because it didn't work in their system, I had to personally phone their customer service # and confirm I had an account in good standing in order to convince their associate that the card was good. Macy's: Go eat the big one. I'll be at Nordstroms' or Robinson May's going forward, and I really hope your entire operation goes down in flames, you imbeciles.

Beware if you have a Macy's credit card. I have a Macy's account which I used to purchase two Ralph Lauren shirts in September 2006. Total price around $390.00. I changed my mind and returned both shirts in November 2006 within the 180 day time period. The shirts were unworn and still had the tags on them. My return was approved by the sales associate. But when I received my Macy's credit card statement in mail a few weeks later I noticed the approved return had been reversed and the money recharged to my account. I went back to Macys and the sales associate recredited my account. Once again when I received my credit card statement in December a "Courtesy Adjustment Reversal" charge was included once again charging me for merchadise I no longer had in my possession. I contacted the Store Manager who stated the return was suspect because they did not believe the two Ralph Lauren shirts would total $390.00. At no time did anyone at Macy's contact me to tell me the return was suspect and they were recharging my account. They offered to credit my account $50.00 for the return. I did not accept this offer since I had paid $390.00 for these shirts. My credit care is still being charged for this merchandise which Macy's has in its possession. Customer Service will not return my phone calls.

I'm sure this is not first time Macy's has accepted a return and then recharged the credit account without notifying its customer. I only caught it because I reviewed my account statement closely. This is clearly fraudulent behavior. I will no longer shop at Macy's. I can receive better products and customer service from Nordstrom's.

I can shop at Macy's in any city,no longer can i go to Marshall Field.I will never shop at Macy's. There is no individuality left. how many quality department stores have been swallowed up by this behomoth? Customer service is not evident in any of the stores in the Chicago area.I was ignored by everyone in the State Street store,had to go a long way to find an associate who made it perfectly clear it was an imposition on them. I left and went to Bloomingdales and was treated like royalty, I know where to go from now on.

Recently made a purchase of almost $400 in your Pgh store. Requested to have it shipped at a cost of over $20. When the flimsy, soft-sided, thinly brown paper-wrapped package arrived,the box was partially open, paper torn and in generally terrible condition. I have been shopping and shipping for many years and know this is not the way to handle purchases particulary if you want repeat business. May Company, the parent company of the former Kaufmann's, never handled my purchases like this. Shame on you!

I have had a similar experience. My Macy's credit card had not been activated when I wished to purchase an item in their Muncy, PA store ( which cannot be found in their site search ) The associate asked for identification and was looking at my picture on my PA drivers license, when she asked for my SS# to be put in her machine that probably can be acessed in who knows how many stores, I told her that this was not a good idea because of identity theft, and paid in cash. Goodbye Macy's!!!

I recently purchased two rings for a total cost of over $1,300. They were supposedly on sale and worth over $1,000 more. The diamonds came out of both rings within 7 months. The store manager said there was nothing they could do since I didn't get a warranty or have the diamonds checked within 6 months. I trusted Macy's to provide quality diamond rings and service. Since that time more diamonds have fallen out and I'm embarrassed to wear the rings. Macy's leadership should know that it certainly doesn't increase their business when they have walking advertisement of their lack of respect for meeting their customers' trust and service. After 45 years as a Lazarus/Macy customer, I am disappointed and rarely shop there anymore.

***Macy's has become a store that's no better than WALMART. That is no exaggeration.***

I recently went to my local Macy's and asked them if they matched their Macys.com website preces. Specifically I had seen a pair of jeans that was 10 dollars LESS online than in the store. The store rep I asked said "No, we never price match." Weird, I thought, since almost every large department store does, but I figured maybe they just dont.

Then I spot a store policy posting on the customer service counter and it said, "...of course we will match our prices on Macys.com..." and also went on to say they match competing stores prices with proof. So I go back to the store rep who told me no, I point out the store policy posting, and the store rep is just confused. What more do you need buddy? Then the rep says, let me ask a manager...so I wait. For about 10 long minutes I wait for him to contact one but he fails to get a hold of one. He finally just adjusted the price (thank god) and I went home.

I wish that was the end of it.

Next week I print out the webpage showing the price and I go to the same Macy's to buy the same jeans (which I really liked). I go to buy 2 more pairs and ask another rep to price match it. He says "sorry we don't price match" and a female rep standing next to him confirms it. Now I'm just baffled. I don't say anything and I just point to the posting showing THEIR OWN POLICY RIGHT IN FRONT OF THE COUNTER!

The rep, probably feeling like a complete moron, just stares at it, as if it were in gaelic and just stands there. I interupt his quiet reading session and say, WELL? The rep goes on to say oh well we need some kind of proof...so I pull out the website print out. Then I ask, WELL DO YOU PRICE MATCH IT OR NOT, YOU SAID NO BUT IT SAYS YES RIGHT HERE! He goes on to say, well yes i know but i just meant that we need proof (complete lie to cover his sorry self).

He adjusted the price, I left the store feeling like I just dealt with some of the dumbest people I've ever met.

While browsing the Men's clothing, I asked an employee whether or not they carried Ben Sherman clothing. The employee looked at me puzzled and said, "I don't know what that is." I tell her that it's a brand of clothing. She goes on to say that she doesn't know and just stands there looking at me. Another employee next to her also just shakes his head and doesn't seem to have a brain. Frustrated, I said, wow thanks for your help and walked away.

I guess it's too much to look it up on the computer a few feet away or to ask another employee to refer me to. I never thought I would receive better service at a thrift store looking for cheap knick knacks than at a department store like Macy's!

I don't think Macy's employees are even trained....on anything at all...especially not at being useful.

While browsing the Men's clothing, I asked an employee whether or not they carried Ben Sherman clothing. The employee looked at me puzzled and said, "I don't know what that is." I tell her that it's a brand of clothing. She goes on to say that she doesn't know and just stands there looking at me. Another employee next to her also just shakes his head and doesn't seem to have a brain. Frustrated, I said, wow thanks for your help and walked away.

I guess it's too much to look it up on the computer a few feet away or to ask another employee to refer me to. I never thought I would receive better service at a thrift store looking for cheap knick knacks than at a department store like Macy's!

I don't think Macy's employees are even trained....on anything at all...especially not at being useful.

We are in the middle of a Macy's nightmare that officially started on January 3 with the order and payment (in full) for two Barcalounger chairs. We were told 4 to 6 weeks for delivery. Some chairs finally came 8 weeks later, and they were the wrong chairs. They had already destroyed our own chairs and taken them to the curb for the trash pick up people who happened to be there at the exact same time. We were stuck with the wrong chairs. They wouldn't re-order the correct chairs because they said the correct chairs were in their warehouse. Finally a couple or 3 weeks later (after a dozen calls from me) they re-ordered the chairs. Again, this was going to take another 8 weeks. In the meantime, I was becoming ill from a chemical that was on the chairs they mis-delivered. I asked them to give us different chairs until ours came. They refused. They only said they would take the wrong ones away from us. Finally they did deliver two other chairs, ugly, but probably not as toxic. One of those chairs was broken, so we had one toxic chair and one ugly chair. Then we received a letter telling us that if we didn't take delivery of our order that they would start charging us a storage fee! Nobody told us our chairs were in! I called for delivery, and what they delivered was a chair to replace the broken ugly chair. They took it away. After another 8 weeks we received the chairs we ordered, but the fabric was defective, and the construction of the pillow seats was very wavy. During the second delivery, they knocked a framed photo off of the wall and sent it tumbling down the stairs. They broke the frame and damaged the hardwood stairs. Nobody ever apologized to us! After many many calls on my part, and not getting any return calls from Macy's, I became outraged. They finally picked up the defective chairs, but have not credited us. They had called once to tell my husband that they would immediately send a check for $200 to cover the frame and damage to our house. It never came. I am so disgusted with Macy's, their treatment of us, and the way their employees behave. In the Chicago Tribune, there was a lengthy article about another woman's dealings with Macy's . . . it was a billing issue, but she had the same frustrating experiences we did.

Macys has the absolute worse customer service. We ordered an extremely expensive sofa. It was delivered 4 weeks later than expected and the upholstery work was defective. A technician came out to the house to examine it. Weeks later we received a Xeroxed memo that said they didn't find anything wrong with the sofa.

As well our neighbor is the store manager. His solution was to tell me that I could always have it fixed by an upholsterer.

Their credit department is messed up as well.

I have never posted on a board like this but I hope this persuades folks to buy furntiure from somwhere else.

I spoke to a cust serv rep last night and she talked over me and was rude and this is the first time I have ever experienced such behavior from a cust serv. She truly made me have no desire to ever have dealing with Macy's again. I pay bills electronically and it arrived to you late, as I didn't realize it would take that long. I asked to have the late charge removed. She sounded like she really didn't have time for this but would check. She came back and said it was removed and I asked if I then have a zero balance? She said, "No, I still owe the finance charge of $2.00 and some cents, since it was late. She kept interrupting me and was very haughty. I told her she should learn to shut her mouth and listen to the customer. How can I go about getting that silly finance charge removed? I don't plan to pay it...........stupid thing. She should not be working in any service area EVER!!!!
Thank you,
Diana Robinson

I would just like to say that i work at Macys as an associate and its the worst experience ever. If anyone has ever wondered why sales associates dont know anything like they've never been trained its because they werent. We are sat in front of a tv to watch videos and then a computer to take stupid tests. No on the floor training, no, that comes on your first day of work,when your stuck behind a register all by yourself to figure it out on your own. And the worst is being accused of not doing your job because your not opening charge accounts. The only advantage i can see to working there is the employee discount.