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.
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