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    ComplaintsforMacy's

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    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Billing Issues
      Status:
      Resolved
      ive had made an or that was immediately canceled then i tried again the order was canaled again however. the money was collected . it was not a a preauthorization macys recieved the money. i would like my money returned now please. fraudulent activity is unacceptable. And i will be reporting to consumer protection as i see this is a common problem amongst consumers just please return my money 500 dollars is alot of money. Order #********** **********

      Business response

      09/09/2021

      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. 

      Customer response

      09/10/2021

      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,

      **** *****

    • Complaint Type:
      Product Issues
      Status:
      Answered
      April 1,2021 purchased sofa and arm chair in store.#********. Delivered on 4/13/21. Items defective. Cushions sag, sink to bottom of floor when you sit etc. Thoroughly documented in phone calls, email and photos sent to Macy's regarding same.. Notified Macys on 4/15 first time. After numerous phone calls frustration and aggravation,trip to the store from April 15- August 25. Finally able to return. Spoke to Annette and manager on 8/25/21. Full refund of the purchase price including delivery fee $2011.63 authorized. Furniture picked up on 9/2/21.Called Macys cust serv/ furniture dept on 9/5/21 b/c we only recieved $1708.94. Spoke to Nicholas who realized delivery fee wasn't refunded along with $159 adj they claimed was already done. Nicolas said he would refund the delivery fee of $145.We tried to explain to Nicholas and Maggie that the $159 was from a different purchase made on 11/25/20 which was finally delivered in March. WE WANT A FULL REFUND $2011.65 AS INDICATED BY PHONE ON 8/25.

      Business response

      09/22/2021

      I am in receipt of complaint ******** filed by **** **********. I have reached out to the customer and extended an offer to resolve their concerns. Based on this information Macy’s considers this complaint to be resolved. The customer has my direct contact information should they need further assistance.
    • Complaint Type:
      Product Issues
      Status:
      Answered
      On 8/10/21 I bought a mattress at a Macy's store in *******. sales check #********. On 9/4/21 Macy's delivered a different mattress that according to Macy's webpage cost half of what I was charged. I refused the merchandise since it was not what I purchased. Macy's charged for a white glove delivery service but the crew arrived with not even masks for Covid protection, damaged the walls and a door wreath while carrying the wrong mattress and box spring up/down the stairs. Nothing was cleaned as promised. I contacted customer service. Spoke with a supervisor and no explanation was given nor a firm date to receive the correct item, no solution was offered other than a California king size mattress replacement. I have a full size frame hence I need a full size mattress. I would like to know when I am supposed to receive the correct item I paid a month ago. Payment for the property damages cause by their personnel and why I was charged for a false white glove delivery service.

      Business response

      09/13/2021

      Dear **** *****,
      We are in receipt of complaint ID # ******** filed by customer, ****** *****. The customer had a wrong mattress delivered.  We contacted the
      customer after partnering with our warehouse and advised a new mattress and box per his store order is set for delivery. A property damage claim was also 
      settled for $300. At this time, Macy's will consider this matter closed.
      Thank You,
      Sincerely,
      Macy's Executive Office

      Customer response

      09/15/2021

      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.

      The mattress was delivered on 9/15/21. However, Macy's sent the wrong item again. An ultra soft mattress that looks like refurbished based on the softness. This is definitely not what I tried and purchased at the store. Either these mattresses are labeled wrong at the factory as previously told by a supervisor when I first called on 9/4/21 or the store is showing a different type of product as a selling point. I cannot accept this mattress because it is not what I was offered and paid for at the time of the sale.

       

      Regards,

      ****** *****

      Business response

      09/17/2021

      Dear **** *****, 
      We are in receipt of complaint ID # ******** filed by customer, ****** *****. The customer received a mattress that was different from the display in store. We contacted the customer and set a full return. At this time, Macy's will consider this matter closed. 
      Thank You, 
      Sincerely, 
      Macy's Executive Office

      Customer response

      09/24/2021

      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.

      Macy's was not able to deliver the mattress I purchased at the store therefore a cancellation and refund was presented as a final resolution. To date Macy's has not refunded the credit card for the amount paid. I Also never received the payment for the property damages incurred by their delivery personnel which was previously agreed. 

       

      Regards,

      ****** *****

      Business response

      10/08/2021

      Dear **** *****,
      We are in receipt of complaint ID # ******** filed by customer, ****** *****. The customer had not received credits from a return and property damages. We contacted the customer who confirmed that all credits have now been received. At this time, Macy's will consider this matter closed.
      Thank You,

      Sincerely,

      Macy's Executive Office
    • Complaint Type:
      Billing Issues
      Status:
      Answered
      When I first got the card I loved that could use it anywhere and didn't have a problem the interest rate was high but I was managing. Fast forward to August 2021 I paid my balance off in full which was $3, 000 mind you they credited my account to clear the balance BUT they would not apply it to my credit limit saying that will take TWO weeks for that to happen I never got a notice or anything stating due to the high amount it will take longer to fully clear mind you they took the money out of my account immediately and admitted during the call the funds have been received saying it is their policy for larger payments MIND YOU THEY ENDED UP CHARGING ME $47 FOR INTEREST ON A $0 BALANCE BECAUSE MY CREDIT LIMIT WASN'T UPDATED SO IT MADE IT LOOK LIKE THE PAYMENT DIDNT CLEAR IN TIME AND THEN THEY REPORTED THAT BALANCE TO THE CREDIT BEREAU THIS WHOLE THING IS SO FRAUD the moment that credit limit is updated I am closing my account!!

      Business response

      09/20/2021

      please review attached response (text below).



       
      P.O. Box 8220   Mason, OH 45040

      09/20/2021

      ****** ******
      ********************

      RE: Better Business Bureau Complaint # ********
             Macy’s ******** ******* account ending in ****
             

      Dear ****** ******:

      We are in receipt of your complaint filed with the Better Business Bureau, which was forwarded to Macy’s Executive Office.  As a liaison in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank (DSNB).

      Please accept our apology for any confusion regarding this matter.  Our records show you made a $3,000.00 payment to your account on August 23, 2021.  A temporary hold was placed on this payment.  When a large payment, multiple payments are made during a specific time frame, or the payment pattern is out of the norm from your payment history, the funds may be held for a time period. The hold temporarily restricts an account’s open-to-buy. The payment is applied immediately to the overall balance when received, and then once the hold time has passed, the account’s available credit reflects the full payment and purchases are allowed on the entire open-to-buy.  

      Your complaint seems to suggest your account was charged interest because of the previously referenced hold on your payment.  The $47.23 interest charge applied to your account on August 29, 2021 was not related to the temporary payment hold.  The terms of the DSNB Credit Card Agreement state that if you have been paying less than the new balance on your account each month and you then decide to pay your balance in full, you will be charged interest on that balance from the first day of the billing cycle until the date that your payment is received.  This interest is for money loaned to you during that period and will appear on the next month’s billing statement.  On August 29, 2021, you were charged interest of $47.23 on your balance from July 29, 2021 thru August 23, 2021.  On August 30, 2021, we waived the interest charged of $47.23 as a courtesy.

      DSNB does not report an account as 30 days delinquent until two (2) consecutive payments are missed.  Our research found no evidence your account was reported delinquent in July or August 2021 as your complaint seems to suggest.  If you have a copy of your credit report obtained directly from the credit bureaus showing a late payment, please send a copy to my attention at the address above for additional research.  

      Thank you for bringing this matter to our attention and giving me the opportunity to respond.  If I may be of assistance on another matter, please do not hesitate to contact me at the telephone number below.


      Sincerely,

      Mande L. W.
      Macy's Executive Office
      ###-###-#### Extension *****

      cc: The Better Business Bureau


    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      On 12/19/2016, I placed an order for "***** ********** ********* All Season Down Alternative Twin Comforter, Hypoallergenic, Only at Macy's." Web ID for this product is ******; order # is **********. As can be seen on the link below, this product comes with an 8-year warranty. Product was recently washed according to the instructions in a front load machine on gentle cycle. Once the cycle finished, the basket of the washer was filled with the ********* inserts. Apparently, the ********* insert "leaked" out of the seams of the comforter, and the comforter is now virtually flat. This product was babied and was always used with a duvet cover. When I contacted Macy's customer service to get help about this, I was told they can't help me with the warranty because they can't even find my order. I want either my money back or a replacement. *****************************************************************************************************************************************************

      Customer response

      09/09/2021

      Hi there,

      I think I gave the wrong order number because I just checked the comforter, and it states the size is full/queen, not twin so it should be order # ********** 

      Customer response

      09/09/2021

      Purchase date: 12/14/2016. It was a store pick-up order. Was paid with a ******** card ending in ****.

      Business response

      09/10/2021

      Dear *** *****,


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

       

      Sincerely,

      Alyssa J.
      Liaison, Omnichannel Executive Office | Macy's, Inc.
      9111 Duke Blvd | Mason, OH 45040
      Phone:  ###-###-####  Fax:###-###-####

       


    • Complaint Type:
      Product Issues
      Status:
      Resolved
      I made an order on April 28, 2021. My order number is **********. The total was $100.71. I returned the item via UPS to receive a full refund. Macy's received my return on May 19, 2021 and stated I would receive a full refund in 3-5 business days. I have contacted Macy's by chat three times and by phone once since then. Each time I was promised I would have a refund within 3-5 business days. The last time I spoke to someone, they said the refund showed it was approved and suggested I wait another 30 days. It has been 4 months and I want my refund now. I paid with the ****** option at checkout and have contacted ****** but they have never received the refund from Macy's and said I need to contact Macy's for it. This has been very frustrating! I am attaching screenshots of the info from Macy's website when I log into my account. It shows the date they received my return and that I would have my refund in 3-5 business days.

      Business response

      09/07/2021

      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.

      Customer response

      09/10/2021

      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 have not received a refund for the order. I did get an email from Macy's saying it was being refunded but I haven't received the refund. I contacted ****** and they said it does not show it has been refunded and there is no pending refund either. I am very frustrated. I don't know what to do next. I just want my money back as Macy's has had my return since May 19th, almost 4 months ago. I am hoping this can be resolved soon. 

      Regards,

      **** ******

      Business response

      09/13/2021

      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.

      Customer response

      09/18/2021

      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 was finally refunded two days ago (four months after they received my return). I really appreciate the Better Business Bureau's help with this matter. Without the BBB, I would not have received the refund.

      Regards,

      **** ******
    • Complaint Type:
      Customer Service Issues
      Status:
      Resolved
      I closed my Macy's issued store credit card on February 25, 2021. I received an email confirmation that the account was closed and a verbal confirmation from the agent I spoke with to closed the account. I was told it would take 30 days to update my account. It has been over 6 months and my account is still open. I have attempted to contact Macy's via secure mail, social media and phone but the company is unresponsive.

      Business response

      09/09/2021

      See attached letter (text below) that was sent to the customer. Thank you.


       
      P.O. Box 8220   Mason, OH 45040

      09/08/2021


      **** ** ****
      ** * **** ****** *** **
      *** ***** ** *****

      RE: Macys Account ending **** (closed) 
             Better Business Bureau # ********
            
      On Behalf of Macy’s

      Contact Date with Customer: September 9, 2021

      Complaint Summary: Customer filed Better Business Bureau complaint stating she closed her account referenced above on February 25, 2021, and received an email the same day stating the account was closed with no balance. The customer states that she believes the account is still open.

      Resolution: The customer returned my call and after passing verification, I advised the customer her account has been closed since February 25, 2021. I asked the customer what information she may have that leads her to believe the account is open. The customer states that she received a flyer in the mail regarding Star Rewards account. She stated that she checked her Macy’s account online and she was able to access her account information. She further stated that no where online does it state the account is closed, which her makes her think it is still open. I educated the customer on why she still has a Star Rewards and an online account open. I stated that with the open online account she may add a third party credit card to still earn points on the Star Rewards program  I added when we close some accounts, there may be a balance left on the account that can still be paid using the online payment feature. I advised that if she used her account to buy online her order history is still there for her to re-order or order using her closed account delivery information. The customer stated that she never thought about that and she still wants to shop at Macy’s but does not want the credit card. She thanked me for the information and the call ended.


      Sincerely,


      Mark H.
      Macy's Executive Office
      ###-###-#### Extension *****

      Customer response

      09/09/2021

      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. That said, I do want to elaborate on the details of the resolution. My account profile includes the closed store credit card and the card is displayed in such a way to give the appearance that the credit card is still active. For instance, the closed credit card lists a credit limit and, as mentioned in Macy's response, nowhere does it say the credit card account is closed. Further, the Star Rewards flyer sent to me states I could receive money back when I shop with my Macy's credit card. I don't have a Macy's credit card since I closed the account several months ago and absent from the email was a request to open a new card. It's very misleading. Despite the website and flyer, Macy's confirmed that the store credit card was closed in February, 2021. Macy's also confirmed that any attempts to use the credit card to make a purchase would be declined.


      Regards,

      **** ****

    • Complaint Type:
      Product Issues
      Status:
      Answered
      I returned an online order and haven't received a refund. I have called Macy's customer service many times to inquire about my refund and they tell me it will process in 3-5 business day's but that never happens. I have also asked to speak with a manager but they refuse to transfer me. I have also sent an email to Macy's but haven't had a response back.

      Business response

      09/13/2021


      Dear **** *****,

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

       


      Sincerely,


      Deborah D.
      Liaison, Omnichannel Executive Office | Macy's, Inc.
      9111 Duke Blvd. | Mason, OH 45040
      Office: ###-###-#### Fax: ###-###-####


    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Answered
      I purchased a handbag online 2 days ago. I was just looking on Dillards website, they have the exact same bag for 73.00 cheaper, I called to ask about a price match. I was told because I already placed the order, there was nothing they could do. I would have to have asked for a price match the same day of order. I was going to place a new order, the rep started acting confused. So, I don’t know what the truth is because she acted like she had no way to locate Dillards website to price match.

      Business response

      09/13/2021

      Dear ******* ******:

      I am addressing this issue on behalf of Macy's Executive Office.

      Please accept my sincere apology for any inconvenience you experienced when your request for a price match for your order# **********. I have honored this price adjustment, you will receive a credit of $80.64 back to your original form of payment, I will also ensure the proper coaching goes back to the agents you were speaking with.  As a valued customer we appreciate your feedback, and hope you continue to shop at Macy’s.

      Ms. ******, thank you for bringing this issue to our awareness and allowing me to respond. If I can be of further assistance, please do not hesitate to contact me at the telephone number listed below.

      Regards,

      Dakota B*****
    • Complaint Type:
      Product Issues
      Status:
      Answered
      It is about my Order #********** · 1 item.I need to return the bag.Macy's customer refunded $196.05 on Jul 8, 2021 .But it cost $210 again on July 11.I contacted with the costomer service, she told me it is a chargeback has done by Macy's as I haven't returned the item on time. I returned the package ,the tracking number is ******************. it delivered on 07/23/2021.The costomer service told me ,she raised a manual refund request for me, But I still didn't receive the refund$210 until now.I need your help.Thank you very much.

      Business response

      09/08/2021

      We are in receipt of BBB complaint ********. We have reviewed the matter involving the returns credit for upc ************ purse in order # **********. Records show that the credit for the return was posted to the customer’s ********** on 7/8/21 for $196.05.

      The reason the customer did not receive full credit to the ********** is because when the purchase was made, $13.95 in Macy’s Star Money was applied to the original purchase.

      In cases such as this, when merchandise is returned, the Macy’s Star Money ( $13.95) is returned also. This means that for the return of the $210.00 purse; credit for $196.05 posted to the **********; rather than $210.00. ( Returns Receipt Attached )

      We have answered the complaint and consider the matter closed.

      Customer response

      09/10/2021

      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 knew it refunded $196 on July 8.But my credit card cost $210again on July 11 by Macy’s.It means I didn’t receive the refund at all.

      Regards,

      **** **

      Business response

      09/13/2021

      We are in receipt of BBB rebuttal ********.
      We have answered the complaint. Our previous response stands, and we have no new information to provide.

      Customer response

      09/17/2021

      Better Business Bureau

      The point is Macy’s cost me $210 again after I received the $196 refund.Undstand?


      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.

      Regards,

      **** **

      Customer response

      09/17/2021

      Look at the pictures.I received the $196.05 refund from Macy’s on July 8th.But Macy’s cost my credit card $210 again on July 11th.This means I never get the refund which I paid for the returned item on my order. I need help.I need the refund. Thank you very much.

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