Review Time
Horrible customer service!!
Macy's has not created management to address the customer's complaint. It is extremely difficult to get results. Not a customer friendly department store. Thats the reason that their stock is trading at $22 and Dillards at $599. They will have one less customer and continues to bankruptcy. I have written to their board because the issues I had. No answers. You should send your complaint to them too and may eventually get an answers as they see more and more complaints.
Macy's delayed my delivery and then pretended like everything was fine and just to be patient. Their customer service didn't even bother to alleviate my frustration. Meanwhile, the same perfume is readily available at their competitor, Nordstrom. Doesn't look like they care about staying around...
Looks like I am having the same experience as everyone else. Ordered in the store and told I would have purchase w/i 7 days. Store clerk lied. While checking online tried to communicate with “bot”, but they hung up on me. Tried calling 1800 number, but ended up with someone who only handle “online” purchases. Now I remember why I do not shop at macys anymore. Terrible customer service.
Macy’s loves to market itself as the place where you’ll find everything you never knew you needed—apparently, including a deeply flawed customer support infrastructure.
After more than 20 years as a loyal Platinum customer, during which I’ve spent thousands of dollars on everything from furniture and clothing to gifts, jewelry, bedding, and fragrance, I can say with confidence that I will never shop at Macy’s again.
Yesterday, I spent over an hour researching down comforters, made my selections, and placed two orders. This morning, I received an email informing me that both orders had been canceled. When I called customer service to find out why, I was told—without explanation—that I am no longer allowed to shop online and must make purchases in-store instead.
After pressing for answers, I was vaguely told there was a “verification issue,” but no one could explain what that meant or why it was happening. This is despite the fact that I have excellent credit, no history of fraud, always pay my balance in advance, and even currently have a credit balance on my account—which I’ve now requested to be refunded by check, as I have no intention of using it at Macy’s.
For context, AI-backed research confirms that many Macy’s customers report similar experiences. Orders are frequently canceled shortly after placement—often due to automated fraud flags or system glitches—even when items remain listed as available online. Reviews on Trustpilot and discussions on Reddit consistently highlight customer service’s inability to resolve these issues or provide meaningful explanations.
In short: long-standing loyalty, perfect payment history, and significant spending apparently count for very little when Macy’s systems decide otherwise.
DO NOT ACCEPT A CERTIFICATE FOR A REFUND! I NEVER RECEIVED MINE! I returned some makeup and was informed I would receive a certificate refund by mail, but it never arrived. I bought the foundation at a local store. The manager provided a phone number to call, but it just led me to another number. They instructed me to return to the store. I drove back and spoke to another manager who promised to call me back, but that never happened. A manager could have easily contacted the company responsible for sending my certificate to check its status. If it was sent to the wrong address, they could have canceled it and reissued another one. Certificates have numbers like personal checks do. No one made an effort to assist me. I was told to handle their work to get my refund certificate. I am extremely disappointed. I returned the makeup, but since I never received a refund, they kept my money. There is a way to confirm if the certificate was received or spent. The store showed a lack of care. No effort was made to follow up with me. They placed the responsibility of retrieving my money back on me. I have been a customer for over 35 years, and all I received was no return phone call, no assistance, and no refund owed to me.
On October 24, 2025, I bought a new Queen mattress set due to a warranty for a return. I made this purchase at a local store, as I needed to replace my previous mattress. The store required me to pay for the replacement upfront, so I used my debit card linked to my bank account. After the clerk processed my payment of $1,387.06, I inquired about the refund for the original mattress being returned. The salesperson informed me they needed to check with customer service because the original mattress was bought with a store credit card. I was told I had to pay for the replacement mattress using the same payment method, leading to the cancellation of my initial payment and a new charge to the store credit card. I received receipts for both the initial payment and the cancellation, along with the new charge. However, as of January 14, 2026, I have yet to receive my refund for the canceled transaction. Despite multiple calls, emails, and attempts to contact the corporate office, I still haven’t seen any refund. Each time I reach out, I’m told there’s no record of my transaction, even though I have all the necessary receipts and proof of payment. This feels like theft, and my attempts to resolve this through the Better Business Bureau have gone unanswered for over forty days. It’s concerning to see such issues in a company that is already facing financial difficulties.
I ordered a product online and was informed it was ready for pick-up at a local store. Upon arrival, the representative requested a QR code that I never received. After waiting around 30 minutes, I was told it was sent to an old email address. Eventually, I got the product in a worn-looking box and was directed to the cosmetic counter for an exchange. The representative there quickly processed a return and insisted I buy another one in-store, although she offered to look up my account. I asked to speak with the manager, who provided a $10 credit for a new purchase. Once home, I noticed dust in the box and discovered the product was made nine months ago. This left me quite dissatisfied. When I contacted customer support, they seemed indifferent. I returned to the store, where they still didn’t acknowledge the issue with the product's age. They did reissue the $10 credit, but it could only be used on discounted earrings.
Having been a customer for almost two decades, my experiences have generally been positive. Recently, I decided to apply for a store credit card after closing my account years ago due to inactivity. Although I was pre-approved, my application was unexpectedly declined. I still don't understand the reasoning behind this decision. I hold two other cards from the same underwriter without any issues. My rating reflects this experience and the overwhelming number of emails I continue to receive despite trying to unsubscribe.
I've been a customer for nearly two decades and have generally had good experiences. Recently, I applied for a store credit card after closing my account years ago due to inactivity. Although I was pre-approved, my application was declined upon submission, which still confuses me. I have other credit cards from the same underwriter without issues. My rating reflects this experience and the numerous emails I continue to receive despite opting out.
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