Review Time
Macy's used to be a place where I could spend hours. Ten or even five years ago, the sales staff were genuinely friendly, and you could tell they knew their departments well, wanting you to leave satisfied with your experience. I remember when it felt more like a quality store rather than a chain thrift shop. After a lengthy absence, I visited the New York location to buy a birthday gift. While I've shopped online for years, this occasion felt special, and I still held onto those fond memories of the store. In the gift section, I approached a young staff member, but he seemed genuinely uninterested—speaking slowly with minimal eye contact. I ended up searching for items in his section on the website instead. I discovered a fantastic floral vase, a unique piece for under a hundred, and was pleased with my find. I would have rated the experience higher if the young assistant had actually assisted me. I don't understand how he is in customer service, as it feels like a poor match, and it's clear that management doesn't prioritize this aspect. After reading other reviews, I see a pattern—Macy's seems to have lost its charm, and it appears that the current owners view customer service as an unnecessary cost instead of a vital component of running a successful retail operation.
I received two of the same defective blouse, which I could overlook, but the customer service turned it into a nightmare. Their support is outsourced, making communication difficult, and they often provide inaccurate information. For instance, I was told multiple times that I didn’t need to return the first blouse, but later, they insisted I had to return it for a refund. To make matters worse, the replacement was the wrong color. I've previously appreciated the quality of their products, but any issues lead to significant frustration. The language barrier makes resolution slow, and I've spent countless hours on the phone and at shipping locations. My respect for the company has greatly diminished.
I used to enjoy spending hours at the store. Five to ten years ago, the staff were genuinely friendly and knowledgeable, ensuring a pleasant shopping experience. After a long break, I returned to the New York location for a birthday gift, hoping to relive those memories. However, the young staff member in the gift section seemed disinterested, making minimal eye contact and speaking slowly. I ended up searching for items online in his section. I found a beautiful floral vase for under a hundred, but I would have rated higher if the assistant had actually helped me. It feels like the store no longer prioritizes customer service, which is disheartening.
This is my first time providing feedback on customer service. I had an exceptional experience on 11/21/2025 at a location. An incredible employee was not only knowledgeable but also friendly. She showed great patience and understanding while assisting another customer with a language barrier, which is often lacking from English-speaking support agents. I didn’t catch her last name, but she truly embodies great customer service. Despite past disappointments, we will continue to shop here because of her exemplary service.
The expected delivery of my order is much later than promised, and no one will be available to receive it. I couldn’t cancel or modify the shipping while it was still in process, even though it hasn’t shipped yet. I would have opted for expedited shipping if it were possible. There’s a high chance my order will be stolen upon arrival. I won’t order online again due to this experience, especially for such an expensive item.
I called the local store to check for a specific Dutch oven, but when I tried to explain my requirements, the representative told me I needed to visit the store in person. I was trying to save on gas before making the trip, so I guess I’ll be purchasing from another retailer.
It seems they are cutting corners for profit instead of focusing on customer relations, which is essential for a business. My order process was fine initially, but after the first delivery was returned due to a carrier issue, subsequent deliveries went to the wrong address. After several calls and miscommunications, I am still waiting for a resolution. Ordering from them has been a frustrating experience, even though their prices and products are appealing. They rely on third-party shipping and offer no compensation for their mistakes, which has diminished their reputation.
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