Macy's has the absolute WORST customer service I've experienced! Once the items purchased are returned and my Macy's card is credited I will NEVER, EVER buy from them again. I've been trying to complete a return since 1/13/2025 today is 1/21/2025. I've contacted them 5 times on the phone with 3 different representatives today, one call lasting 50minutes, in total over 3 hours beginning 1/13/2025. Additionally, I've had to contact UPS two times because Macy's NEVER does what they proclaim. To make matters worse the 4 of the 5 people spoken with at Macy's DO NOT speak clear English. I'll spend my money elsewhere. Tip for consumers:I dislike the customer service experience encountered with Macy's. Products used:NONE ordered 4. Service Value Shipping Returns Quality Date of experience: January 13, 2025Items purchased on 12/2 and 12/8 are being delivered TODAY 12/16 according to USPS Informed Delivery.Thankful my packages are arriving, but will not use Macy's online for purchases again, only instore. Customer Service is useless, the CSRs barely speak English. It has been a frustrating 2 weeks, I'm glad it's over. Macy's online shopping is a done deal for me. Just don't do it. Shopping is supposed to be a pleasant experience, not riddled with uncertainty of delivery and incompetent customer service. At this rate Macy's WILL go out of business. Customer service is KING, somewhere along the line they forgot that. Too bad. Tip for consumers:Macy's Online, PLEASE bring your CS back to the states. PLEASE use a shipping carrier that is RELIABLE and CONSISTENT. Until those two things change, I will only be shopping in-store. Customers order online with the understanding your items can take up to TWO WEEKS to deliver. Products used:I kept all my items they were gifts Date of experience: December 16, 2024I shopped at the Macys store in downtown Chicago State St. 2 weeks from Christmas and I had to walk to 6 different checkouts to find someone working! I then asked about the price of a shirt that someone decided to rip the price off and she offered me a random price not even close to being what it was but much higher. I then went downstairs to get my wife a sample card of perfume she wanted to try. The sample bottle was bone dry so I couldn't even get 1 pump. Combine that with the trash on the floor and I can see why the chain is losing money. I have been a long time customer but never again! Products used:Did purchase Nike underwear on sale Service Value Quality Date of experience: December 11, 2024I ordered gift for my daughter in-law with gift bag, my Son just got it today, I asked him to send me picture of gift bag, i was shocked? It was the most unprofessional horrible gift bag by Macys done, i was so embarrassed, i am glad my son got it and he will re wrap it. Shame on you Macys.. Tip for consumers:It was supposed to be gift wrap or gift bag. Service Value Quality Date of experience: December 4, 2024On the 3rd of December I ordered a $172 bottle of perfume from the Macy's from their app. They did not ship until December 6th from Mesquite TX. I live in Houston that all Macy's here carry that perfume. My wife birthday is the 7th of December and it will be delivered on the 11th. I had to make a trip to Macy's to buy that perfume and plan on making another trip to return the one they shipped. This is no way to run a business. I will never order anything from Macy's online. Tip for consumers:Tried to cancel after one day before it was even shipped. They said you only have 15 minutes to cancel. Products used:Same item from a Macy’s Department Store Date of experience: December 3, 2024I ordered a jumpsuit and within 24 hours called to cancel it. Was told that the VENDOR would respond within 24-48 hours that they received the cancellation request. Haven't heard a thing and my item is still being processed. Three days later. When I click on the tracking there is nothing there. Macys customer service rep told me it shipped. I can request a refund if the item is not here in 6 DAYS? The website said 2- days. Date of experience: October 23, 2024It baffles me that a billing department at a company of this size is not able to handle a basic internal billing oversight correctly. I purchased one pair of earrings for my wife in December. She brought them back to the store to get a new backing a few days later. They told her that they had to be exchanged for an entire new pair. We got 1 set and they have been billing ne for 2 for 7 months! And I just got off the phone with them for the 10th time and they would not have a supervisor call me back. In the meantime, my credit score is now below 800 due to this! Service Returns Date of experience: July 11, 2024The quality of Macy's merchandise has diminished tremendously! Do not by mattresses from Macy's. I purchased an extra firm silver mattress set from Macy's on October 9,2023 and by October 23rd I was ready to return it. After such a short time a dent in the area where I sleep began to form. I'm only 150 pounds. This should not happen so soon with an extra firm mattress. Unfortunately, the dent has to be a certain amount of inches deep before you qualify for a return. So I've been stuck with a nightmare of a mattress until I can purchase another one. I've purchased two other Beautyrest mattresses from Macy's and didn't have any problems. Macy's is no longer the store it used to be. I can see why they are closing so many stores. Products used:Mattress Service Value Shipping Returns Quality Date of experience: June 28, 2024On August 20,2024 I placed an order for a blue pair of Levi's® Women's Classic Mid Rise Straight-Leg Jeans and a black pair of Levi's® Women's Classic Mid Rise Straight-Leg Jeans. Instead of sending me what I ordered, they sent me the blue jeans and a denim trucker jacket instead of the black jeans. On August 25,2024, I called customer service. I was told they would send me the black pair of jeans, and I would not have to return the jacket I didn't order. On August 27,2024 I received yet another stupid denim trucker jacket. Again. I did not order it. NO BLACK JEANS. On August 28,2024, I called customer service a third time. They wanted to send out yet another pair of "black jeans" (aka trucker jacket). I refused it as I did not want a THIRD jacket. So I asked for a refund. Unfortunately, I was told that *I* would have to return the two trucker jackets that I did not order. So between the original order, unpacking jackets I did not order, lots of time talking to customer service, and packing this crap, I have already wasted two hours of my time. Now they want me to waste even more time. What did I learn by this experience? 1) Macy's hires the worse of the worst. People who are obviously are not "clear minded on the job". This applies to both the warehouse and customer service. 2) Because Macy's hires a LOW quality workforce, expect to, as a customer, have to spend your time cleaning up their mess. Want to see a movie with the kids? Nope, sorry, expect to spend at least two hours calling their customer service, running to the post office with returns, opening packages of stuff you never ordered. I will never buy from them again. Once is a mistake, twice incompetence, and the least they could have done was have UPS pick up the jackets THEY sent me in error instead of forcing me, the customer, to be further inconvenienced. Luckily JCP and Kohl's are great alternatives. Tip for consumers:JCP and Kohl's are better alternatives. Products used:Levi's jeans Service Value Shipping Returns Quality Date of experience: August 28, 2024Macy's needs to get its act together when it comes to shipping. My recent order was delayed not once, not twice, but three times, without any explanation or apology. It's unacceptable for a company of Macy's caliber to have such unreliable delivery services. Save yourself the headache and shop elsewhere. Date of experience: April 26, 2024WOW! This company has disappointed me so many times! Their quality has gone down the tubes. I moved 2.5 years ago to get away from an abusive relationship and called numerous times since the old address kept showing up on my account. I let them know my life was in danger but they never took any care in ensuring that it was deleted. They even sent statements to the old address! This means the stalker from my past now knows where I live. I gave them so many chances to rectify this account but they never made the change. I finally called them tonight and closed the account saying after dozens of calls and emails, the invalid information was still showing.They had the gall to inform me that if I closed the account, I could not reopen. Stay away from these horrible people. They don't care at all about confidentiality or anyone's safety. They make me sick to my stomach! Service Value Shipping Returns Quality Date of experience: April 10, 2024I purchased four work shirts with buttons. They are from Indonesia and are quite thin. They cost between $50 and $85; for $10, I can get three times the quality at Costco. What a joke, I thought I was treating myself to something wonderful. When I opened, I laughed. Service Value Shipping Quality Date of experience: May 2, 2024I ordered boots 4/29 which I never received and was informed due to their time limit on orders I would have to wait to see if I got the order and if not they would refund my money! This totally unacceptable, plus nobody notified me on any delay so I would still be sitting waiting and not knowing if I didn't call! I will never use their website to order anything again and if your smart you would wary yourself! Order #: *******991 Ray Date of experience: May 12, 2024Macys is broke and going to go out of business. No customer service. Average time for call is two hours for customer service. These thieves took my $300 for an online order, never sent me my items, told me they had refunded it which is a lie. And now I'm forced to stop payment on my credit card. This isn't our parents Macy's. This is a classic tale of an end of an era. Don't go near this place as they have no morals and are bankrupt. And will go to desperate measures to steal your money. Service Value Shipping Returns Quality Date of experience: May 8, 2024I purchased a set of blush (pink) Silk pillow cases as a Valentine's gift. The delivery was scheduled for February 14th, but later changed to February 15th. When they arrived, the "bonus" pillows were NOT included. A call to customer service was initiated, to which the agent stated no such bonus was applicable. My only recourse was to return the pillow case, and join the ranks of duped customers! Due to the poor service, this may be my last Macy's purchase Date of experience: February 18, 2024Contacted customer service about bill. Paid bill in full. Assessed late fee for paid bill. Contacted customer service again and accrued another late fee disputing bill! No help closed account. Never again. Close the doors! Service Value Quality Date of experience: February 27, 2024After today's shopping experience at Old Orchard Macy's in Skokie, I will not set my foot in any Macy's stores. Employees are unprofessional, unpleasant, and disrespectful. At men's coat department, lady at the register told me "you should know your sons size, you're his mom", and "Is 60% off not enough for you, you want more?" "DO you want more"" And of course, I didn't get "thank you "or "have a nice day", she just angrily turned to the next customer. Probably we should pay them to let us shop there. Service Date of experience: December 8, 2021Impossible to get any service on the chat line, mostly incompetent personnel who cut you off when they no longer want to explain their errors or their incompetence. Returned an online purchase, was given a partial refund, the balance was apparently (they claimed) applied to Star Reward program which was never credited! Chatted twice with CS and got no answer for the zero balance weeks after return! Going not just Kohl's way, now probably JCP way as well. Good luck! Tip for consumers:their chat line is manned by folks not properly trained in CS and cut you off when they don't want to answer legitimate questions about their screw-ups. Impossible to get hold of someone live without waiting for hours on toll-free line, if you are lucky to find the number (not listed anymore on the website, just have to google it!) Products used:Suit jacket and pants Service Value Shipping Returns Quality Date of experience: June 26, 2023I have spent a month trying to get a return label or QR code! I live in a remote area of the Smoky Mountains with limited internet that won't download the code and I'm 4 hrs from closest Macy's. I have called. Tried to chat. Contacted corporate without any luck. The foreign customer service has no idea what I'm asking. It's not in the script! So no idea how I can return these. I'm not driving 8 hrs round trip. This is why I shop at Amazon. No issues. Won't order from Macy's again. Please hire American Employees! Seriously. Tip for consumers:Don’t expect returns to be easy or even possible Products used:Clothing Service Value Shipping Returns Quality Date of experience: July 11, 2022Macy's charged full price for the shoes but sent me a reimbursed pair. The upper and heel have wrinkles, the soles are gray and even one sole is attached with two staples! I am not in the States currently, so the shoes have to be forwarded by international shipping. I don't even know if it is worth returning them by paying an international shipping fee again. This is my first time shopping at Macy's online store and will be the last time. If you could give a negative rating, I would just give countless negative ratings. Date of experience: March 28, 2023I purchased shoes for work six months ago and they have completely fallen apart. The right shoe heel has a hole all the way through it. They're claiming because it's been over 45 days they can do nothing about it. I just want a new pair of shoes. Tip for consumers:Don’t Products used:Shoes Service Value Shipping Returns Quality Date of experience: May 16, 2022How much worse can the service get? Is Macy's striving for the worst service/store record? I think they got it! Stupid, senseless, ineffective automatic system - Check! Unreasonable waiting times with no option to receive a call-back - Check! Elimination of the immediate customer service connection option for frequent customers - Check! Lost/never shipped items - Check! Rude, indifferent customer service representatives leaving callers on hold, never to be heard back from -Check! Sending wrong items - Check! Sending a returned clothing item with clear signs of wear - Check! Promising to call back with confirmation, never to be heard from again - Check! Dear Macy's, Please stop trying so hard to be the worst, go out of business and not be regretted about! You got it all! Your Loyal frequent customer and former fan. Tip for consumers:There is a reason why Macy's is going out of business! Products used:A dress. Date of experience: May 4, 2022I ordered the Candace queen bed (on sale of course and while on the surface, the bed did look good, until further inspection after unpacking it, I noticed the following issues. The bed arrived with a big hole in the back of the headboard as well as the wood on one of the legs was chipped off. Apparently Macy's QC team and Factory inspectors need to be retrained on looking for defects in their product because this bed should not have left their warehouse in that condition. And as I left this same review on their website over a week ago, Macy's has not posted so this is why I'm posting it here. Products used:Candace queen bed Service Value Shipping Returns Quality Date of experience: February 26, 2022Item value and savings are not much better than reputable companies and sites. Was contemplating a purchase until i saw the most recent news of their suit against a customer who simply complained. I guess if you can't make your money legitimately... Date of experience: December 2, 2013Macy's does have great sales and customer rewards but their customer service call center is awful! You get nowhere with the people that take your call. They need way better training. "Sorry ma'am" is their fave phrase yet no resolution Service Value Shipping Returns Quality Date of experience: October 21, 2022