ComplaintsforMacy's

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased 3 pair slippers April 2024. Returned 2 pair. Leaving a 32.00 balance. I missed due date of bill and called to pay my bil app 5 days late. A 29.00 fee was assesed. I disputed it. The representative said I could not be refunded as I had a late fee refund in last 12 months. ( that was for 2.00 interest that was assessed!! Wrongly ! ) so, I requested to pay my orginal balance and the representative would take it. Next month no bill came. But on 7/28/24 A letter of demand for payment w no amount due. The following week 8/2/24 I got a letter from dept collection agency . I called macys 1800 and inquired. Was told 29.00 and 41.00 fees added to my 32.00 balance. I explained the above and stated 1st time I called the man didn't want to take my 32.00 payment and wouldn't reverse my late fee of 29.00. So I wanted it reversed and I'd pay 32.00. She took my payment w my Debit card. Payment Conf #**** on 8/7/24. Reason I'm writing to BBB, IS I DONT FEEL FEES ARE RIGHT! I paid bill and have had macys account almost 40 years. I have EXCELLENT credit score in 800s, i always pay my bills and this is just uncalled for! I understand it was late, but not working w me , not taking my payment orginaly over phone was just not right! And not even trying to help me understand why they didn't reverse my charges was just poor quality customer service! All for 32.00!! I closed my Macy's credit account.(on 1st call) I would appreciate the help of BBB to stop this predatory behavior!

  Business response

  08/16/2024

  August 16, 2024
  
  
  ***** ** ******
  ** ******** *****
  ******** ** *****
  
  Re: Macy’s account ending in **** (Closed)
  The Better Business Bureau Complaint # ********
  
  Dear ***** ** ******:
  
  We are in receipt of your complaint filed with the Better Business Bureau (BBB), which was forwarded to Macy’s
  Executive Office. As an Executive Office Administrator, I was asked to review and respond to your concerns on
  behalf of ********, N.A. (****).
  
  We were sorry to read that you were not satisfied with the service you received when contacting Customer Service.
  Please be assured your comments and suggestions are important to us and we are constantly evaluating our
  operations. It appears that we fell short of our goal to provide you with excellent Customer Service, and we thank
  you for bringing this matter to our attention.
  
  We have no record of a purchase being made in April 2024, as your complaint suggests. Our review of the account
  found that purchases for slippers were made on June 5, 2024, and June 6, 2024, bringing the account balance
  $65.75, and a minimum payment of $29.00 was due by July 4, 2024. No payment was received for this balance
  and in accordance with the Credit Cards Agreement (Agreement), each month the minimum payment due is not
  received, a late fee and interest charge is accessed to the account. For the statement with the closing date of July
  8, 2024, your account had a balance of $64.50 with a minimum payment of $61.00 due by August 4, 2024, for
  which no payment was received, and again the account was assessed a late fee and interest charge.
  
  Although properly charged, as a courtesy, we waived two (2) $2.00 interest fees, and two (2) late fees for $41.00
  and $29.00. A $32.00 payment was received on August 7, 2024, after the payment due date of August 4, 2024,
  bringing the account current. We have no record of any returned statements.
  
  As of the date of this letter, your account is closed with a zero ($0.00) balance.
  
  Thank you for bringing this matter to our attention and giving us the opportunity to respond. If I may be of
  assistance on another matter, please do not hesitate to contact me at the telephone number listed below.
  
  Sincerely,
  
  
  Phylishia W*******
  Macy’s Executive Office
  Toll free: ###-###-#### Ext: *******
  Direct line: ###-###-####
  For TTY: We accept 711 or other Relay Service
  
  
  CC: Better Business Bureau
  

  
  

  Customer response

  08/17/2024

  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

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have two issues with Bloomingdale's. 1. They still did not give me my reward dollars for my loyalist points. They promised to give them to me the very next day. And then, they asked me to wait longer but they still have not resolved it. Now, their Indian call center just made me repeat everything all over and put me on infinite wait on call. Please refund partially for the order #  ********* by applying the whole dollar amount of my loyalist points. I do not think that I can ever buy anything from Bloomingdale's any more with so many problems like this. 2. I returned two items from two orders in one box with a memo that I am returning two items from two orders so they should refund both. However, they only refunded one of them so I asked them to refund the other. (Order #: *********). I still have not received the refund. Please refund this, too.

  Business response

  08/09/2024

  Dear Ms. Geers,

  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.

  Customer response

  08/13/2024

  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. I appreciate BBB for helping me. 
  
  Regards,
  
  *** ***
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 18th I purchased an expensive handbag from Bloomingdales online for $1808.30. When the bag arrived it was damaged with stains on it and dirty. It looked USED not New. It was tossed in a box not packaged nicely at all for a luxury item. On July 23rd as soon as I received the bag I contacted bloomingdales immediately, they would not allow me to take it back to the store and told me it had to be shipped back because it was shipped from Balenciaga. I was provided a shipping label and I returned it immediately via mail. It arrived back to them on July 29th, After a week of it being received and no refund, I emailed them again to follow up. They told me they still had to wait for processing and I told them that the bag was received a week ago. Today I received an email that my return and refund were denied as the handbag was stained so they put it back in the mail and shipped it back to ME! They are not accepting my return! This is fraudulent to ship a customer a damaged item, the customer ships it back immediately and then they try to blame me for the damaged item so they can get rid of it. That is such a scam! I emailed them immediately of the damaged handbag, I sent them pictures of what it looked like and I was furious. Now they tell me that they won't give me a refund of $1808.30. I want my credit card REFUNDED. I have countless emails with proof that the bag came damaged and I wanted to return it. I have emails from customer service who acknowledged the pictures I sent of what the bag looked like and they told me to be patient as soon as the bag was received my refund would be processed, now they try and pull a fast one and not take my return. I did not purchase the handbag from Balencia, I bought it from BLOOMINGDALES and I used my Bloomingdales credit card to make that purchase so it's Bloomingdales that needs to refund my money. They want to offer me a $50 credit for my frustration really.. $1808.30 SEE ATTACHED FULL DETAILS OF TRANSACTION

  Business response

  08/07/2024

  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

  08/07/2024

  Better Business Bureau:
  
  At this time I received an email that a refund is being processed. I have not yet seen it reflected on my account to confirm my account but the email does state they have issued it.  Based on the email confirmation that my refund is in "process" I accept the matter resolved.  Thank you for your assistance.  
  
  Regards,
  
  ******** *******
  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned two items from two different orders at my local UPS store. One item is not reflecting that I returned it and the other item has already been processed as returned. I called customer service and was provided horrendous service as is the norm with foreign staff Macy's uses. The item is from Order # ********** and is a clear shower curtain. This is not the first time that I returned something that wasn't correctly processed by Macy's in which I find this infuriating as I am a Platinum card holder.

  Business response

  08/05/2024

  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

  08/05/2024

  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

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchase a sofa and loveseat from Macy's on 29 July 2020 for $2845.63. I received the delivery on 7 August 2020. Within a few months of the delivery, the 3 seater leather sofa started peeling, and sinking, and I registered a complaint with Macy's. There was a delay because of COVID issues. On 9 August 2021, Macy's scheduled an in-home visit by their officer. After the visit, Macy's concluded it was a manufacturing defect and agreed to replace it. The 3-seater leather sofa was replaced in February 2022 due to COVID-related delays. The issues happened again with the replacement unit and I visited the Macy's store because it was outside of standard warranty. They didn't help, so I raised a claim with the extended warranty around November 2023. It is the worst extended warranty service in my experience. The Extended warranty service provider scheduled a technician to visit in December 2023 to help address the issues. The technician came in and said they couldn't do much as this is a standard issue with this model. He applied brown color to the leather that had peeled and wished me all the best. The color came off after a few weeks and the leather peeling was exposed again. I was really disappointed and visited the Macy's website again and saw there are other customers with similar issues. This is clearly a bad product that should have been recalled and stopped. Cleary the replacement pieces aren't holding up to the quality. The extended service warranty folks don't value this issue and just apply color which isn't the solution and neither did we buy an extended warranty for someone to color the sofa. I have attached a copy of the invoice and reviews similar to my issue from the Macy's website. Based on the detailed challenges, I request BBB to help me secure a refund.

  Business response

  08/14/2024

  I am in receipt of complaint number ******** and have contacted the customer. Macy's agreed to refund the cost of the furniture and post it to his account. The complaint is resolved.

  Customer response

  08/14/2024

  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. Spoke with Sue Mehlberth at Macys and she agreed to refund the cost of the sofa and loveseat + taxes.  Add ons like delivery fee, etc. will not be refunded. I accept this and I hope to receive the refund soon.

  Thank you to the BBB team and Macys team to help resolve this.  I appreciate it :)

  
  Regards,
  
  ***** *******
  

• Initial Complaint

  08/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Tried to use a $150 macys e-gift card online on July 12th, 2024. Card Number: *************** CID: **** When trying to check out the cart got a processing error and said to please try and check out again. When I tried to check out again it said the gift card balance was not at $0 Zero dollars. Filed a complaint with macys immediately to get gift card balance back so I could purchase my items. Customer service said it has to go to the Gift Card Claim department. Went there on July 12 and on 8/2 finally got an email back that said they could not help me that I had to check with the retailer I got the card from. The card had a valid $150 on it when I checked the balance before trying to check out. If they research the transaction specifically they will be able to see that I never was able to purchase though the gift card balance was taken. I did contact the original gift card retailer (chooseyourgiftcard.com) but they said the card was valid issued so have to contact Macys. Tried to contact macys again on 8/2 and they just said they would look into it. I should get that $150 gift card balance back as it was never used. Easy to track the transaction that got error when checking out and see that nothing was purchased. Original gift card attached. Email from gift card claim attached.

  Business response

  08/08/2024

  Dear **** *******,
  
  I am writing you on the behalf of the MACYS Inc / Bloomingdales Executive Office regarding your recent BBB Complaint ID: ********. I am truly sorry for the inconvenience this gift card has caused. I will be more than happy to send you a physical gift card to your shipping address we have on file. Please let me know if you have any questions or concerns, I look forward to hearing from you soon. I hope you have a good day.
  
  Regards,
  
  Dakota B*****

  Customer response

  08/08/2024

  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, assuming the gift card comes in the mail.
  
  Regards,
  
  **** *******
  

• Initial Complaint

  08/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  If I could give lower than a 0 I would. I purchased a perfume on April 7th at a store. I lost the receipt and online it said i can return within 3 months I believe but then I found the receipt and it said I only had 30 days. I purchased another perfume online but ended up returning it on May 10th. Also on May 10th, I called customer service Macys and told them that I wanted to return the perfume I purchased on April 7th due to an allergic reaction and they agreed but said I need to send it back via UPS and provided me a return label. They received my item at the macys on ***** street and to this day no refund. I have called and no resolution. I have explained this story 20 times to different people and they keep saying I received the refund, but I returned TWO perfumes not one. They “opened a claim” and got back to me and told me that I received the refund, when I asked them to show me the two refunds they cant. I will never shop at Macys after this. The unethicalness, fraud, gaslighting on customers his disgusting.

  Business response

  08/11/2024

  We are in receipt of claim ID #******** concerning the customer’s refund. A refund totaling $145.86 for the returned fragrance was posted to their Macy’s account on 5/10/24. If the customer is unable to view the refund, they will need to contact our credit department by calling the number on the back of their card for further verification.

  Thanks,

  Macy’s Executive Office

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I attempted to use two gift cards to place two orders on 07/26/2024. However, I did not receive any email confirmations, and I noticed that the balance on my gift cards was depleted. Additionally, I cannot see the two orders in my account portal. After several calls and online chats with Macy's gift card center, I was informed that my orders were canceled. When I asked about receiving a refund, I got conflicting answers. One representative told me that a new gift card would be emailed to me, while another said the refund would be processed within 48 hours. However, nearly a week has passed, and I still haven't received any refund. I only have one of the order numbers (which I will provide in the order number field), and I don’t have the second order number. I have also provided the two gift card numbers in the account number field below.

  Business response

  08/08/2024

  We are in receipt of BBB Complaint # ********. We have resolved all matters as expressed in the complaint and updated the customer with the resolution. Based on this, we consider the matter closed satisfactorily. Thank you. 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to you regarding a very disappointing experience I’ve had at the ******** ** store location. I purchased a ****** ********** dress on 6/23/24 from the above store at the **** Mall. I visited the location on Monday, July 31 to return two items: an online order and the ****** ********** dress. Gail, the wizened and unpleasant saleswoman I had the misfortune of dealing with, processed the online return quickly. She then said “I sold you this dress” and proceeded to hold it up, examining it from every angle to look for signs of wear despite the fact it was returned soon after purchase and in perfect condition. Presumably not wanting to lose her very nominal commission on the dress, she sneered at me and said, “Did you wear this?” as if to suggest I somehow was ineligible for a return. I ignored her rude remark and left. Two days later, and guess which refund never went through? The online order immediately showed up on my statement but, despite having a receipt indicating a refund had been processed, there has been nothing reflected on the account for the dress, not even in a pending status. It is clear that Gail did something to ensure I would not get this refund. I have attached both receipts as proof of my purchase and supposed refund. I want my refund of $74.87 immediately as you have the returned dress and I do not have my credit.

  Business response

  08/05/2024

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

  Customer response

  08/05/2024

  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

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/25/2024, I purchased a dress for my daughter on the sale rack in the children's department at Macys in ******* Center. Since it was on sale, when I went to the register to check out, I asked the store associate if the dress was refundable, since I had purchased a few different options for my daughter to choose for an event we were attending. He indicated that there was nothing indicating to him that it was final sale, and I would be able to return it as needed. There were no special price tags on the dress indicating it was on clearance, or that it was a final sale item. My daughter decided she did not like the dress, so I went to a nearby store, in ********** Mall on 8/1/24 to return it. Upon getting to the cash register, the associate told me that it was a last act item and could not be returned, which obviously completely contradicts what the associate told me at the other store. I would not have purchased it at all if it were final sale. The associate in ********** Mall told me to take it back to the store I purchased it from to speak to a manager. I'm pretty irritated by having to run all around to complete a simple return for an item that was not marked correctly, to then be told that is not an option. Macys website has contradicting information concerning last act returns online - but the issue here is that I was not even informed the item was last act, since it was not marked as such, and I was explicitly told it could be returned. Any help you can provide would be appreciated. Thank you.

  Business response

  08/12/2024

  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

  08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  I will consider the matter resolved once I receive the necessary credit to my account for the refund.
  
  Regards,
  
  ***** *****
  

  Business response

  08/15/2024

  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

  08/16/2024

  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. ↩