ComplaintsforMacy's

• Initial Complaint

  07/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 3, I placed an order on Macy's website with the order number **********. I ordered 12 items, but when the order was delivered, there was only 1 item in the package. The tracking number for the package is ******************. I contacted Macy's on July 11, but was informed that they couldn't assist me. Attached are pictures of the package, which clearly show that the box could not have held 12 items.

  Business response

  07/19/2024

  Dear **** *****,
  We are in receipt of BBB Complaint ID  ********.  We have been in contact with **** *** and have resolved all matters as expressed in the complaint.  Based on this, we consider the matter closed satisfactorily.   Thank you.

  Customer response

  07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ***
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I'm writing to complain about a persistent issue with Bloomingdale's whenever they have a sale on their site. It is false advertising and annoying. Specifically, Bloomingdale's advertises discounts that magically disappear when customers try to complete the purchase. This evening, I plan to purchase eight items and in the cart, there was a special discount code in addition to the site-wide 25% off. However, when I tried to process payment, I kept getting errors about my address! Note that nothing has changed about my address. I attempted to complete the purchase three times before logging out and then logging back in because there was clearly a system error. When I log back in, the extra discount was no longer visible. This resulted in the order being almost $20 more. I have not completed the order because this is not the first time this has happened but Bloomingdale's. I would like to complete the order with the full discounts that showed up in the account before the odd address error appeared.

  Business response

  07/19/2024

  Dear *** *****,
  
  We are in receipt of BBB complaint # ******** for **** ******** ****. We have spoken to the referenced customer and have resolved all matters as expressed in the complaint. Based on this we consider this matter closed. Thank you.
  
  

  Customer response

  07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** ****
  

• Initial Complaint

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am filing a complaint against Macy's located at ***** *****. July 4th i purchased a dress for an upcoming funeral. The dress was purchased in my size and i tried it at the store;it fit perfectly like a glove. I was in and out of the store and did not time to properly assess the dress for any damages. The day of the funeral i put on the dress and before stepping out of the house i was made aware that the thread in the back of the dress was coming off making it impossible to wear as it would expose my thighs. Thank God i purchased another dress that same day and ended wearing it as a second option. July 13th, i returned to the Macy's to return the dress and i happened to find the same exact dress in my size so i went to the cashier to do an exact for the damaged dress. I had my receipts as well as the tag that was removed from the dress unattached in the bag . I expressed to the cashier that i needed to do a return but i was told that i had to go to customer service downstairs. I went to Customer service on the 1st floor and again i expressed that the dress was damaged. The cashier made a comment insinuating that because the tag was unattached, the damage was caused by me . Once again i was told that they wouldn't accept it because the tag was not attached to the dress at the time. Although Macy's has a policy on returns :We want you to love your purchase, but if you are not completely satisfied, we gladly accept most returns by mail or in-store within 30 days of purchase. I was not a satisfied customer because i paid for an item that was damaged and all i wanted to do was exchange it. The manager Zita was called and again i was told the same broken story. She stated that it is Macy's policy not to accept returns without the tags. There was no mentioning of said policy on the date of the purchase nor was there a written policy at the store for all the customers to be informed about. As a card member of over 7+ years i am done with MACY's poor customer service.

  Business response

  07/19/2024

  Dear **** *****,
  We are in receipt of BBB Complaint ID ********.  After attempts by phone and email, we have not had any response from the customer, ***** ******.  Until we hear from *** ******, we will not be able to proceed with addressing her concerns.  At this time, we will be closing the issue, but we will be glad to further assist if we should hear from *** ******. Thank you.  

  Customer response

  07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will be returning the item either Saturday or Sunday 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My deep disappointment and frustration with a recent purchase experience on your website. As a longstanding customer, I expected better treatment and more honesty from such a reputable company. I recently purchased several items that were listed on sale. Initially, my order was processed, and I was excited to receive my items. However, I soon received an email stating that all of the items was out of stock. This was clearly untrue, as the item were still listed as in stock on your website, and my sister successfully purchased the same item just five minutes after I received the out-of-stock notification. Also I called and confirmed. I decided to place another order for a different item, which was also listed as in stock. This order was processed, but then I received a response stating that my information could not be verified. This was baffling since the same information was successfully verified for a different item in my order. It seems that the verification issue only arose when I attempted to purchase a **** item. It appears that Macy's listed **** items at a sale price but was not willing to honor that price. This was evidenced by your system's sudden inability to verify my information for **** items while other items processed without issue. Additionally, all items that your team claimed were out of stock remained available on your website just minutes after my purchase attempt. This entire experience feels dishonest and untrustworthy. Macy's policy for final sale items is strict and uncompromising, expecting customers to deal with their purchase no matter what. Yet, it seems Macy's does not hold itself to the same standard of integrity, listing items online and then making unfounded claims about their availability. I am extremely disappointed by this experience and the apparent lack of honesty in Macy's handling of my order. I hope this feedback prompts you to address these issues and improve the transparency and reliability of your sales process.

  Business response

  07/18/2024

  We are in receipt of claim ID ******** concerning the customer’s canceled orders. In reviewing the orders, we have verified the cancelations were due to a pricing error on our website. We will not be honoring the incorrect price. However, we are happy to place new orders for the items at the correct price if the items are still available. As an accommodation, we are replacing the orders honoring 20% off its current price, with proof of the previous order cancelation. We will not be making any exceptions.

  Thank you,

  Macy's Executive Office

  Customer response

  07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  the order cancelation is already attached 
  Regards,
  
  ***** ****
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Made a purchase of 5 items. 4 men's shoes size 10.5,( ****** men's porter loafer, club room men's ****** boat shoes, ****** men's **** embossed shoes and ******* **** shoes) and 1 ******** **** ********* Leather Tote, Burgundy. I did received 1 pair of shoes the ******* **** black shoes. I was home the day of the delivery. When I received the notification, I went down stairs to search for the package & did not see one. I immediately contacted Macy's to notify and asked if there was a picture of delivery. To see if it was delivered to a neighbor apartment. They did not & filed a report. I went back down stairs to check the 4 near by apartments and was not able to see anything. I waited a & Macy's did not contact. So I called them back. They said there was no report & had to creat another one. I called back today July 10, 2024 & made contact with a Chris, who took all the information & was not able to find anything, then transferred me with out notification to a Diane who had to contact several different people to come back on the line to state, " The Internet department supervisor stated the claim was done twice & denied twice & no reshipment or credit will be done. I notified Diane that I did my part & reported the incident immediately. I was home & nothing was delivered. I would like the items or my money back. I know & feel I did everything right and Macy's has provided nothing to show proof of delivery when I was home. Shortly after disconnecting with Diane I received an email stating the denied information. I have attached a picture of and the items. Macy's is wrong in stating something was delivered when it clearly was not and no proof has been given.

  Business response

  07/11/2024

  Dear **** *****,
  We are in receipt of BBB Complaint ID ********.  We have been in contact with ******** ****** and have resolved all matters as expressed in the complaint.  Based on this, we consider the matter closed satisfactorily.   Thank you.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed Order ********* on Bloomingdales.com on 7/9/24. I paid for a gift box and express shipping, which the site claimed would be 1-2 days. When I received email confirmation for the order, the gift box and express shipping were not noted, even though I was charged for it, and the shipping estimate was 10 days, not 2! I called customer service and was informed this item ships from the vendor and was not eligible for express shipping or a gift box! The associate was confused why I was offered these options. In any event, I opted to cancel the order and the associate confirmed it would be canceled. However, I was still charged for the canceled item and received an email it was shipped. I called again and spoke to an alleged supervisor who did nothing to help. This is fraud. I have screenshots of the original transaction.

  Business response

  07/11/2024

  Dear *** *****,
  
  We are in receipt of BBB complaint # ******** for *** **** *****. We have spoken with the referenced customer and have resolved all matters as expressed in the complaint. Based on this, we consider this matter closed. Thank you.
  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have placed two orders with Macy’s. the first order on 5/26/2024 with order #********** in the amount of $220.59. The second order was on 5/27/2024 with order #********** in the amount of $134.25. I returned both orders on time, but the Macy’s refunded money for first order was $179.91 and for the second order $112.80. I have contacted Macy’s customer service several times, but unfortunately I was not or they were not able to solve the issue regarding why when all the purchased items for both orders were returned in full, I m not getting full refund which was charged to my Macy’s card. Macy’s asking me to pay $68.74 extra and I have no idea why I have to pay extra money to Macy’s! To me this is stealing from the customers. Please help me to resolve this matter as this is against ethics and principles to let Macy’s steal from me. I have documents regarding charges to provide. Your help will be greatly appreciated. Very truly, ***** ******

  Business response

  07/12/2024

  Dear **** *****,
  We are in receipt of BBB Complaint ********.  We have spoken to ***** ****** and have resolved all matters as expressed in the complaint.  Based on this, we consider the matter closed satisfactorily.  Thank you

  Customer response

  07/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On July 1st, I placed an online order for the 2 pack of ***** ****** King Size Pillows ( Order No. **********) in the amount of $31.98. On July 2nd, I received confirmation that the item o ordered was awaiting USPS pick up (Tracking No. **********************) It has been in pick up status since the 2nd and it is now July 9th and I have not received my item nor has the status changed status. It is clear the order was not sent. QI called Macys customer service number 3 times on July 9th and was given 3 different reasons why I have not received one order. None was a refund since I didn’t receive the order. One representative stated she would reorder the item and expedite the shipping so that I can receive it on Thursday. I did not receive an order confirmation from that either. I want a full refund and I promise you I WILL NEVER ORDER FROM MACYS AGAIN. This has happened to me too many times.

  Business response

  07/12/2024

  I am in receipt of complaint number ******** and have attempted to contact the customer. Paperwork was submitted for her refund which will post to her credit card in ten to fourteen business days. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 12, 2024 I purchased a watch for $11,049 at Bloomingdales in ******** **. I was issued a $1,200 reward which I had to use within 10 days or so. And I did so. The watch was a gift for my brother in law. On June 1st, 2024, he did not like it and took it to Bloomingdales at ******* **** to exchange it. He was told that he cannot do direct exchange, he has to return and get store credit (EZ exchange card in their terms), and then use it to make the purchase. So he returned it, and they gave him 9 EZ Exchange cards as store credit each at $1,000 and 1 card at $786.93. They did not give full refund because they had to deduct the $1,200 bonus reward that they had given me which had been used. Please note that their EZ Exchange cards cannot be more than $1,000 that is why they gave him 10 exchange cards. However, when he tried to use the gift cards, they did not work. When he called the number on the back of the gift card, they told him that the original purchaser needs to contact. So I contacted them, and they told me that they are on hold, and they need to verify make sure it is not stolen, and they filed a claim for the back office to remove the restriction off of the cards. However, on June 22nd, I received an email asking me to send the pictures of all the gift cards front and back, both the purchase and the return receipts, and my personal information, and describe what happened. I told them that this is not about GIFT CARD, but EZ EXCHANGE CARD, which is given when you return something. And I was given email to send it to, ************************. And it is already more than 2 weeks, and the ez exchange cards are still locked, and whenever I call, I get told that I have to wait and that there is nothing that can be done but wait. I want them to remove the hold ASAP, and any help is appreciated. This is very embarrassing situation for me as it was intented as a gift. GIFT CARD DEPARTMENT ************************ tel: ###-###-####

  Business response

  07/12/2024

  Dear *** *****,

  We are in receipt of Better Business Bureau Complaint ID ********. We have contacted *** ****** ************ and have resolved all matters as expressed in the complaint. Based on this, we consider the matter closed.

  Thank you.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I want someone to come out to my house as promised to fix my recliner. When it was delivered on May 4, 2024, the legs were put on wrong. I have been waiting all this time for someone to come out to correct this. I have been given three different appointments and each one was cancelled from them not having anyone available. I stopped rescheduling as a result.

  Business response

  07/19/2024

  I am in receipt of Complaint ID ******** filed by ****** ********. I apologize for any inconvenience the customer has experienced with their recliner. I have confirmed that unfortunately the technician in the customers area did cancel multiple times due to personal issues. The technician is still unavailable, because of this, I have contacted our warehouse to see if they can help possibly fix the incorrect set up that was originally done when the item was delivered. The warehouse has reached out to the customer and has set up an appointment for 7.20.24 to attempt to fix the leg issue the customer is experiencing. Should there be any further issues after the appointment the customer can contact me for further assistance if the issue is not resolved. Based on this information, Macy's considers this complaint to be resolved.  

  Customer response

  07/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ********
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩