"My wife tried to order a couple watches online. After several attempts she enlisted my help. Sure enough, their software says she is an unverified person so they cannot continue with her purchase. Unverified? So I call Macy's and the CSR tells me that Macy's uses a 3rd party system and that according to them, my wife doesn't live at my house. She's been there for 2 years and has a drivers license and SS number and regular mail. They hem and haw and I ask to speak to a supervisor. The lady (she gave me the name Rove and employee #91145785) gets passive aggressive about that and puts me on hold, then comes back and pretends not to hear me, then hold again. After repeating back to each other Hello? Hello? a few times she hangs up. Call back, finally get a manager. My wife is in tears, she can't believe she is being treated this way. We are people trying to use money to purchase a product, it shouldn't be a huge hassle. She wants these watches for her friend's birthday and she can't see to find them anywhere else. She's super upset that a company needs to "verify" her before taking her money. We both feel that she is being discriminated against because she is an immigrant and does not have over 2 years of an online paper trail. Why the hell should she? Just take our GD money and give us a product! So sad... After she got upset with the manager they agreed to let us purchase the watches under MY name. They took my $$$ and gave us a confirmation. Later that day we get an email saying whoops your bank declined the payment. I've had zero issues with my bank in 15 years however I called them just to make sure. They said Macy's charged the amount and it was authorized. Called Macy's again, they said nope we can't use that card. This is a debit card with much more $ in the account than what was charged. I asked if we could use another card. They said the system wouldn't let them change payment methods. I hung up on them and after discussing it with my wife we have decided never again to set foot in a Macy's store, look at their ads or visit their website. It shouldn't be this hard to give someone money and get nothing but a drawn out drama in return. Goodbye Macy's..."

"I placed 2 orders 54.63 when I placed the order the 2 colors that were available was charcoal and linen so I picked charcoal I order 5 curtains and decided that I needed 3 more so the second order is for 3 more and a outfit or our granddaughter after placing both orders I immediately check the confirmation and for some reason the orders said seafoam so I called and the young lady said it would be know problem and that she would add the charcoal and remove the seafoam so I thought great I checked my email the next morning that both orders were canceled with out any confirmation of the new order so I called in again to be told that she only orders 2 curtains not the 8 I had orders, while on the phone my husband was checking our banking account which now shows 6 charges from Macy’s pending for a total of 214.78 when both orders only came to 54.63 and when I asked why I
Was told that any time they make a change to your order that recharge your account and that the person helping me should have explained that to me WHICH NEVER HAPPENED or I would have told them to cancel the both orders at that time and would have been within the 30 min to cancel now I have spend time to go to my bank and place fraud on the four charges that I never authorized most company I have never seen a company run this way and I will never shop Macy again do not order anything from them they will rip you off"

"Unlike other reviewers, I had accepted the delays in shipping as part of COVID. However, no one wants you that your MACY'S gift card must be used all at one time. I received a $500 gift card for XMAS because is WAS a place that I shopped. I used $80 dollars of it and now cannot use the rest. I called the help line. They acknowledge that I have a balance but will not remove the hold on the card.l, so it cannot be used on-line. As a healthcare worker, I order most things on-line these days. Very dissatisfied. Not looking forward to telling my dad that I essentially wasted his gift."

"Purchased a mattress 2 month ago and three schedules later and still no mattress. Every time I call they have a diffrent excuse. They even straight out lied saying the mattress is out for delivery, waited all after noon and no one showed up. The next day their excuse the box spring is on back order. And of course another 3 weeks delay and reschedule. At this point I do not believe they are going to deliver. Unless you have a year to wait for your stuff to be delivered, do not bother with this company go somewhere else. I will be canceling my order a d going else where."

"I placed an order a week ago (black friday) and it STILL has not left the warehouse. I am being told it won't even leave the warehouse till a week from today and then will take another week just to ship to me. When I spoke with customer service they wanted me to cancel my order and reorder with free expedite shipping but still would take a week to leave the warehouse. They give themselves a 30 min window to make changes to an order, which is the dumbest thing I've ever heard. Is there a reason they were so unprepared for holiday shopping? I will never order anything online from them again. Ever. Not to mention, they outsource their customer service line to another country (I've spoken to 5 different people in a week and all with the same accent) what is wrong with employing Americans? Most awful customer experience I've ever had. "

"I was browsing Macy's furniture website for a mattress. I added a mattress to "My bag" to see what the total cost would be including shipping and taxes and I immediately received a notification that my order was processed. There was no option to select the type of delivery, type of payment, or delivered date or location for delivery (I was out of town). IMMEDIATELY called Macy's to cancel because there were no options to cancel the order online. I spoke to 3 representatives and a supervisor citing Macy's policy to "How can I change or cancel my macys.com order after it has been submitted? You have 30 minutes to change or cancel your order after you have placed it. However, if you have chosen to Buy Online, Pick Up In-Store or use Same-Day Delivery, you only have 15 minutes to change or cancel your order." I called immediately. Per my request, they sent me a confirmation that I called within the time frame to cancel. I also spoke to the supervisor who verified that my order was indeed CANCELLED. Within 30 min I received an email "This e-mail is to confirm that we have completed your request to CANCEL salescheck number 38629389." Two days later I received a UPS tracking notification for delivery. I again called Macy's (after being transferred and being on hold for over 1 hr). I spoke to a representative and also a supervisor who stated he would call me back but also stated that in the notes he sees that "the order was cancelled". The next day I checked my Macy's credit card and the charge was still pending. So I called Macy's Credit Services and requested to speak to a supervisor to dispute the charges. The supervisor also stated that he would research the incident and call me back. NO CALLBACK!! This morning I received an email notification that "my order from Macy's" will be delivered. I again had to call and I told them (1) I did not authorize this charge, (2) that I received a "Macy*s Cancellation Confirmation", (3) and I am not even home to accept this delivery. Now I am again on hold, while they transfer me from department to department to resolve this problem. AND still, the charges are showing on my credit card. They gave me nothing but excuses, and one of the supervisors (Beverly, with Furniture and Bedding, was blatantly rude). If your system is flawed, don't take it out on the customer. There is a problem with Macy's online ordering system, but the worst part was the misdirection, misinformation, and their inability to resolve the problem. This incident could have been avoided if the managers/supervisors took more directive action to resolve the issue. It was shuffled from department to department. This has been the WORST ONLINE ORDERING experience. I caution everyone before you order anything from Macy's online website (especially from furniture and bedding).

"

"Boy, this dying company definitely isn't what it used to be. Extremely long shipping periods, multiple packages lost in the mail, pathetic customer service who are rude and dismissive after being on hold for 45 minutes. I will never order from this company again, has been a nightmare and it's obvious why they are swiftly going out of business. Would have rated zero stars if I could."

"I recently bought a Twin XL mattress from Macys for a guest bedroom. I ordered online, as I bought the same brand and type of bed I had bought from Macys four years ago in a King size.

The bed delivery was delayed by several weeks due to Covid, but I was notified in advance and not a big deal.

The delivery date came and everything went really smoothly (the delivery guys were awesome). However, in testing out the bed by sleeping on it for a few nights, I realized it didn't sleep the same at all as my King size bed. We compared the mattress tags, and saw that while the type of materials were the same, the percentages of the materials had changed. The bed just wasn't the sleep experience we wanted, and attributed it to these changes.

I called Macys to return the mattress, and about 40 minutes later I actually got through to a live person. I explained I wanted to return the bed, and they indicated no problem. They set up a date for the return, and indicated that the money I had paid would be returned to my credit card after they had receipt of the mattress.

The date for the return came, and the delivery men were again really wonderful.

However, the hell began when I finally got notice of the return amount on my credit card. It was short by $495.00 dollars. I called Macys thinking that they had simply made a mistake. After an hour waiting to talk to someone, I got a live person, and they indicated to me that the $495 was the return fee!!!!!

I explained that I had not been told of this amount as a return fee, and the customer representative told me that there was nothing he or his manager could do since the ticket had been closed. They offered me 15% off another item - as if this would compensate for the $495 I was now out.

I feel that Macys acted in error to not have informed me of the $495 return fee when I called to return the mattress, and should have made it right when I called after the money was credited. I can understand a $100 return fee, but $495? This is a huge amount of money, and should have been disclosed."

"I have been a customer of Macy's for years! During this whole COVID nightmare, which I have worked at a pet shop the whole time you all are sitting at home taking my online order money!!!! I have a RETURN! You welcome pickups for the money you make, but offer NOTHING for the people that need a return, have your PEOPLE come back to work like the rest of the world!~ YOU COULD AT LEAST OFFER A CUSTOMER SERVICE DESK FOR RETURNS, WEAR GLOVES ETC., BUT THIS IS NOT RIGHT!~!@! WHEN ARE YOU GOING TO OPEN I HAVE A RETURN, LIFE MOVES ON, MOVE ON, I WILL NEVER SHOP AT MACYS AGAIN....HOW CAN YOU NOT GET COVID GETTING PICK UP ORDERS, BUT YOU CAN'T DO RETURNS....OPEN YOUR DOORS


"

"Supposed to be delivered today never came better try Amazon"

"I ordered a table fan (I wanted a good one) from Macy's online. They had one of the best
prices of all the merchants I shopped, and so even though my workplace (my go-to shipping address)
is Corona closed I took a chance and had it shipped to my residence. I live in a rooming house with a
common entryway and things go missing if you aren't right there when they come. As I said, circumstances
necessitated rolling the dice if I wanted to be able to have it sent, so I gave it a shot. Wrong!
Despite a number of trips down to the porch to check on it's arrival, the package came and was stolen in a
one hour window of time. It is hell trying to reach anybody's customer service these days, and Macy's was no exception.
The phone number instructs you to go online to customer service, and when you do--you type in your problem
only to be told the recommended course of action is to CALL customer service. Yes, the number that tells you you need to go online. Somehow I thought to look up the corporate headquarters phone number and there was another customer service line.
I spoke to a very courteous man who listened attentively and then took my order number and said I would have my replacement
order in TWO DAYS!! They priority shipped it, and I had it sent to a UPS pickup office rather than risk another theft.
I did indeed get the fan in the promised TWO DAYS!! Thank you, Macy's!
I have bought many items in many departments over the years from Macy's, but as a walk in customer. I have never had a charge there and wouldn't be considered a "regular". My sister is a Macy's Black Belt, and my mother was a big Macy fan. The only other time I spoke with anyone at Macy's was after my mother passed in 2015. As the estate representative I was speaking with a lawyer
about paying off all the various balances mom had (utilities, Visa, Macy's etc...) the lawyer told me to contact some of them because of something called death forgiveness. I never heard of that before, but when I spoke to Macy's the woman offered her condolences and said that the balance would be forgiven. Granted, it was not a big balance at all, but the gesture of kindness from such a corporate entity made a lifetime impression on me. I will be a Macy fan for life.
"

"variety of products to shop from and price is always very good "

"All the sudden, I was told that my order was "lost in shipping". I was not supposed to be charged until I pick up the order at the store. They cancelled it and ask to restart the order with the other payment. She said it only takes "2 days" to get to my house when I was saying that I need to the store (Macy's) anyway. Now I learned that it is more like a week. There was no mentioning of Coronavirus. This morning, after the order was cancelled, I was charged for the first order today on Mar 13, 2020. I will update for the arrival of the package and refund. What a mess!"

"On 3/01/2020 I placed order #1989509793 via the mobile app. On 03/05 I received an email stating that the package had been delivered. I then went to check the time of delivery only to find out that the package had been delivered to an address I haven't lived in for about 4 years. So I think to myself, okay, I may have screwed up let me check the address that I have on file in my account. I did that to only discover that the address is not linked to my account at all. So I then go check my previous orders to see where the lapse in information came from but again, my older orders reflect that address. So confused, I reached out to Macy's to only find out that my only option was to receive a gift card which I was later able to use to re-purchase the items (this is after several phone calls and conversations with 2 different managers/supervisors) The first I spoke with was able to issue me a gift card but no help on how I could actually receive the packages that I ordered. The second manager was able to use the gift card and place the order for my items. The second manager also informed me and reassured me several times that he was able to update the address and he would be able to provide me with a 25% discount coupon for future purchases. So considering the issue my next five questions were "how can I be confident and reassured that if I order in the future, my packages will be delivered to the correct address?". Each (expletive) time I asked he assured me with "ma'am I can assure you that you will not have this issue in the future, I have updated your address". So forward to 03/08, I placed another order (order #1992353262) and I am back in the same damn boat. I received an email this morning stating that my packages will deliver in multiple packages. I go to check the address and it's being delivered to the address that I was assured was removed from my profile. Macy's can't do anything because it has shipped. They can monitor and have UPS send it back to them. In order for me to receive my items I have 2 options: one; pay for the items and once Macy's receives them back I can get a credit and two; wait for Macy's to receive the items and they can issue me another gift card and they can then use it to repurchase my items. But in the mean time my packages are being delivered to an unknown person who lives in a complex where they are stealing packages that are left outside, so people are walking around in stuff that was paid for with my blood swear and tears. I work 8 a.m. - 4:30 p.m. with 6 kids at home. I do not have the time to sit outside and wait for packages to be delivered. When I was told that the issue was resolved I trusted that and I went out on faith and placed another order. It's not often that I get to shop but when I do it's for quality and I thought I would receive that from Macy's, but the quality of customer service is really missing from what I have experienced. But I am only one person that is contributing to their sales so I guess I don't matter and I have been shown that several times within a week. So thank you Macy's! Signed *A **** Off Online Shopper*"

"the store can go very messy sometimes like there was a war"