What Happened to Customer Service at Macy’s?

I am having a huge problem with Macy’s and I don’t know what else to do, but to complain about my problem to the internet in hopes that something will result from it.

This situation started back after Christmas.  I bought a coat on Macys.com, on my Macy’s credit card. I didn’t like it, so I mailed it back.  It cost me $6.95 in shipping to do this, but because I was heading to London on the 28th of December, this was the most convenient thing for me to do.  I had an email from Macy’s on Jan 1 saying that they had received the coat and I should see my credit in 7-10 days. That should have been the end of the story, but its not.

Jan 10: I first called Macy’s to ask where my credit was. I was told that they had actually sent me a gift card, and not credited my account.  Of course this is not what I wanted, so I complained and the customer service, first she said she would need me to have the gift card in hand in order for her to do anything, I had already told her I was in London and my mail was in a pile back in New York. She gave me a hard time about it, asking if someone could open the mail for me and give me the information. No, I responded.  Why should I inconvenience someone else for a Macy’s mistake?   After being on hold and transferred, I was told I would have a credit to my account in 7-10 days. Again, this should have been the end of the story, but its not.

Jan 24: I was on Instant messenger and was told-

Andrea M:  The notes on your order show that the form was submitted on 1/10/14 to request the transfer of the balance from the gift card to your credit card. The standard timeframe for this process is 7-10 business days. The 10th business day would be today. So, you should be seeing the credit on your account within the next few days. I spoke to my supervisor and she has stated to give it a few more days for it to post. If you do not see the credit by Monday 1/27, then you can contact us as that point and receive assistance from a supervisor about the issue.

Jan 31: Obviously it wasn’t credited so I contacted again, and this is what I was told-

Chris P:  Thank you for waiting. I was able to contact the department and good news is, it will be credited to your account within 7-10 business days.
aislinn:  are you sure because I was told this 2 times before
Chris P:  I assure you that 10 business days will be the most. I can give you my ID and the supervisor’s ID, the one that I spoke to for your assurance.
aislinn:  that would be reassuring, thank you
Chris P:  My ID id 91021401.
Chris P:  The supervisor’s ID is 91006325. Her name is Jewel.
Nothing happened, When I called back referencing the id numbers, it didn’t matter.

Feb 14: I remember I called, my due date for a payment was the 16th and I wasn’t going to pay if they hand fixed the issue. I was furious of course, unfortunately I don’t remember who I spoke to, I was told I wouldn’t have a late fee and they she told me that this time it would be 3-5 days (YIPEE!!), oh, but that didn’t matter because nothing was done. And I had a late fee.

Feb 21: Maybe I jumped the gun on emailing already, since it had only been 3 business days, but once I saw I had a late fee I was angry. Why should I pay my bill when they can’t do anything right about giving me the correct credit?

Dear Aislinn Ladd,

Thanks for your e-mail about order #1006369135.

I apologize for any inconvenience you have experienced, I will be happy
to resolve this problem for you. I have submitted the form to have the
gift card funds of $101.20 transferred to your Macy’s account. Please
allow 5-7 business days for this to transfer to your Macy’s account. We
have previously issued a credit on your Macy’s account for the $25.00
late fee you were charged. If you have any other questions or concerns
please respond to this email.

Again, I’m sorry for any trouble you’ve had. If there’s anything else we
can do to help, please don’t hesitate to call us at 1-800-289-6229, or
email us at customerservice@macys.com. We’re here Monday-Friday
9:00am-9:00pm, Saturday 9:00am-7:00pm and Sunday 11:00am-7:00pm. All
hours are in your local time zone.

Thank You,
Sarah Miller

Unfortunately, Sarah didn’t resolve me issue.

Mar 5: I emailed again, and this is what I got back, nothing had been resolved.

Checking on the details, we have verified that the request for fund
transfer was resubmitted on 2/25/2014. However, due to high volume of
request our department whos handling these issuing are having a hard
time. Please allow few more days for the request. If the amount is still
not posted on the account, please contact our Credit Services Department
at the number 1-877-493-9207 for further assistance.

Gee Macys, I am really sorry that your department is having a hard time, but I DONT CARE.  Maybe if they took care of the issue back in January when they were supposed to, they wouldn’t have such a high volume of request!

I replied that I wanted compensation and such for the hours I have spent on the phone, over internet chat, or emails, (I am still in London until April) and here is the biggest joke ever…


I’m sorry we didn’t meet your expectations. We want all of your experiences at Macy’s to be magical. I have included a Single Use Promo Code for the amount of 20 %. To use the code, simply copy and paste XO9Y6EEN17E4 into your macys.com purchase at checkout.

I’m also including a link to the exclusions. Please click here to review.

Please do not reply to this email.

A 20 % off coupon!!!!  With exclusions!! 

(read with sarcasm please) WOW! Because as a Macy’s card holder I don’t already get those every month or so, oh and I have never seen one available in the Rochester Democrat and Chronicle! Those coupons are more readily available then ice cold snow days are in Rochester! I find it almost insulting that this is what they consider compensation!

I worked as a Gamestop store manager for 9 years, I can’t even begin to imagine what repercussions I would have faced if I would have treated a customer like Macy’s has treated me.  If I would have had to deal with a situation like this, I would have given the customer the money back AND then some just so that they would have left me alone, and been happy.  This situation is absolutely ridiculous!

But thats not the case with Macy’s, they are just gonna drag this out, so I have to continue wasting my time chasing them down for something that is their fault. The customer is not as important at Macy’s.  At Gamestop the customer was #1 and as a store manager you did not want anyone going above your head to the district manager to have a problem resolved, because you knew that the DM would just give in and give them a cake to celebrate it with.

So this is my first step, if this doesn’t get it resolved, then once I return to New York, Ill take it up with the Department of Consumer Protection.

If it ever does get resolved, Ill never shop on Macys.com again, maybe not even at the store, good think Von Maur came to Rochester last year!

UPDATE-  I emailed Macy’s again this morning and linked them this blog, I also told them I would not pay the $75 payment they want on my card on March 16, this was the response..

Hello Aislinn,

Thanks for your email regarding order number 1006369135.

I’m sorry this had happened. I apologize for the delay of the transfer
of funds from the gift card issued amounting to $101.20 to your Macy’s
account.  Reviewing your account, I see that the transfer has been
processed on 02/07/2014. Please allow 7 – 10  business days for posting.

I appreciate you taking the time to email us. If there’s anything else
we can do to assist you, please don’t hesitate to call us at
1-800-289-6229, or email us at customerservice@macys.com. We’re here
Monday-Friday 9:00am-9:00pm, Saturday 9:00am-7:00pm and Sunday
11:00am-7:00pm. All hours are in your local time zone.

Thank You,

Brenda Tolentino

How sad Macy’s makes me now, I used to love them so much!


*update here… http://wp.me/p4nNp8-L

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About Aislinn

I live in London, moved here a few years ago from Rochester NY. I originally came to London for an MA in Medieval Studies, I was offered a job, therefore I have stayed. I enjoy writing and want to become better at it. I also want to eventually get a PhD, so any input from more experienced writers/historians is well appreciated! There will be a wide range of topics in my blog. I can imagine that I will write about my experiences in London, or in life in general. I may blog about trips I take, my experience working in a different culture, my struggles with my job/career, things I want in life, like my PhD, and my quest for success. I may also write about controversal topics, I may express opinions that you may not agree with. I appreciate everyones opinion, I just ask that you keep your tone pleasant if you decide to comment :)

3 responses to “What Happened to Customer Service at Macy’s?”

  1. Kevin Zona says :

    Simply put the Customer is Dead. We are now looked upon as Consumers. We are just consumers of there inferior products.

  2. Sharon Greenthal says :

    I saw your comment on my blog, and I would like to suggest that you write directly to Terry Lundgren, the CEO of the company, and then tweet to Macys about your problem. That is what worked for me. My issue was resolved within days. Good luck!

    • Aislinn says :

      Thank you for your recommendation Sharon! I posted the blog all over the place and it made it to the right hands, my issue had been resolved by Saturday evening.

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