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Business Profile

Department Stores

Macy's

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Department Stores.

Complaints

This profile includes complaints for Macy's's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Macy's has 445 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Macy's

      9111 Duke Blvd. Mason, OH 45040-8999

    • Macy's

      Kenwood Furniture Gallery I-71 & Montgomery Road Cincinnati, OH 45236

    • Macy's

      11700 Princeton Pike Cincinnati, OH 45246

    • Macy's

      901 West 3rd Ave. PO Box 2706 Columbus, OH 43216-2706

    • Macy's

      3000 Midway Mall Elyria, OH 44035-2460

    Customer Complaints Summary

    • 5,270 total complaints in the last 3 years.
    • 1,488 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/30/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered some items from Macy's. One of my packages was shipped via UPS. The package was delivered to the wrong address on 6/26/2025. I called Macy's and they sent out replacement heels; however, my bra, I was told, could not be replaced exactly, and they gave me a credit connected to my phone. I have to make an online account with Macy's in order to utilize this credit. I can not make the online account because there is already on that is associated with my number that is not mine. i have spent an hour on 6/26/2025 to resolve this issue and got nothing resolved I have now been on the phone for another hour trying to resolve this issue and it is not being resolved all l wasn't is to be able to replace my product so I never have to deal with macy's again.
      Update finally have the account problem fixed however I see nothing about any credit

    • Initial Complaint

      Date:06/29/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I saw jewelry advertised on ******** under the Macy’s name and logo, showing items like earrings and necklaces at low prices (e.g., $8.99–$13.99). When I clicked the ad, the actual prices were much higher. I contacted Macy’s, and they stated it was a third-party ad and not their responsibility. However, it uses their brand and logo, which misleads customers. I believe this is unethical and misleading.

    • Initial Complaint

      Date:06/28/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order- ********** with Macy’s over three weeks ago for items intended for my new home. According to the tracking status, the package was marked as “delivered,” but it never arrived. I have security cameras that cover all access points to my property, and there is clear evidence that no delivery was ever made.

      After struggling to reach someone through their customer service system—which is incredibly frustrating and appears to be outsourced outside of the United States—I was finally able to speak to a representative. They assured me the order would be reshipped within two days. That was over a week ago, and I still have not received anything.

      I recently moved and specifically ordered these items to set up my new home. Not only has the lack of delivery caused inconvenience, but the lack of follow-up and poor communication from Macy’s customer service has made it nearly impossible to get a resolution. At this point, filing a BBB complaint has been easier than trying to get support from Macy’s directly, which is incredibly disappointing for a well-known retailer.

      Desired Resolution:

      I would like for the items to be reshipped immediately with expedited shipping at no additional cost. I also request that Macy’s reviews their delivery partners and improves their customer service accessibility for U.S.-based customers. I can be reached at ###-###-####

    • Initial Complaint

      Date:06/27/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I attempted to make a purchase over Memorial Day Weekend online at Bloomingdales. The order was cancelled three times. Upon calling customer service I was informed I was no longer allowed to purchase online, an inquiry will be made. I heard nothing back. Several phone calls were attempted. Today I was told it was because I made returns (true), complained, asked for discounts etc...(not true). I spent thousands of dollars this year alone. Aside from personal purchases, I also work in TV/Film/interior design. I often need to buy samples, which get returned, in tact, in original packaging, unused. I keep 90% of what I buy. To tell a 30 year + customer, "sorry, there is nothing we can do or anyone for you to talk to correct this issue" is the worst customer service I have encountered. This is how you treat your loyalists??? I want this corrected. No one is willing to help me go up the chain to talk to someone at corporate. I am only read a script, no matter whom I speak with. No rhyme or reason for this "decision." I am just supposed to sit back and only shop in stores. We all know that is ridiculous when brick and mortar stores do not carry half of what is online. I will provide the last attempted order number from last month. My account ends in ****

    • Initial Complaint

      Date:06/27/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I attempted to purchase a watch today from Bloomingdale's website. The purchase was completed online, and after five minutes I received an email saying the order was cancelled and to call customer service department. The representative said she needed addtional information in order to complete the order which I gave her. After a fifteen minute wait, she came back on the call and said the order could not be shipped even though all my information was valid. She would not give me an explanation. I feel this is unfair and an unethical business practice. I want the watch shipped to me.

    • Initial Complaint

      Date:06/27/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a dress that I was not told was final sale or I would not have bought it because I purchased other dresses and didn't know if my daughter could fit it. I found out when I went to another Macy's to return it. I've called the **** store(where I purchased it) several times and no one answered until today. She left me on hold for 30 mins after she told me the manager was coming and never came back to the phone.

    • Initial Complaint

      Date:06/27/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They unlawfully close my account after one year of not using it without a letter or anything to me saying they were going to close it. It’s my longest credit card that I’ve had and it affected my credit report negatively 91 points. It dropped this happened on 23 June and today 27. The only way I realized it was ******* ***** sent me an email that the account had been closed. I want the account reopened and I wantmy credit fixed. They were not helpful at Macy’s at all..

    • Initial Complaint

      Date:06/27/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Missing Package – Order #********** – Request for Refund

      Dear BBB,

      I am writing to file a formal complaint against Macy's regarding an order I placed (Order #**********), which was scheduled to be delivered on April 5, 2025. Despite the tracking information showing the package as delivered, I have never received the item.

      Here are the details of the situation:

      Order Number: **********
      Scheduled Delivery Date: April 5, 2025
      I have contacted Macy’s customer service multiple times, requesting a refund or a resolution to the missing package. However, my claims have been denied and I have been unable to receive assistance. The delivery carrier has been unable to locate the package, and there has been no further information provided to explain its whereabouts.

      I am seeking a refund for this order, as I did not receive the goods I paid for. I have been patient and understanding, but my attempts to resolve this with Macy’s have been unsuccessful.

      Please assist me in resolving this issue as I feel Macy's is not fulfilling its obligations to provide a product or refund as required by law.

      Thank you for your time and assistance in this matter.

      Sincerely,
      ****** *****

    • Initial Complaint

      Date:06/27/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Fraudulent activity and theft. The company or an employee has taken my money and won’t process a return and pay me back for a product that I never picked up. I placed an online order for pick up at this store, it was a 2 part order as only 1 item was available sooner. The purchase was in May 2025 order #**********. Total paid $ 293.18 I only picked up the Chanel perfume and not the other part of my order. $140.35 I have lost and they don’t refund me. I have called multiple times and spoken with 10+ reps to be told this will be corrected and it’s all lies. We are already in July and they have kept my money and the product as well. This must be an inside job!

    • Initial Complaint

      Date:06/26/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We ordered a package from Macy’s on June 15, 2025, with an original expected delivery on June 17th, 2025. We submitted a request to an approved UPS Access Point via UPS.com, with a change of delivery to June 18th, 2025. We paid the $5.99 fee and waited for our package. We received communication that the approved UPS Access Point was unable to accept our package and we had to pick another area. We decided to pick our local UPS as the Access Point, as that was an option with an expected delivery of June 24th, 2025. Each day, our delivery date moves back. On top of that, UPS has charged us an additional $5,99, without fulfilling the delivery.

      We have tried contacting UPS to get a resolution, with being told that we need to contact Macys to initiate a claim. We have contacted Macys, who recommends we talk to UPS to get this resolved. We are out of options and this is unacceptable. It is now June 26th, and we have not received our package. We are not confident that we will receive our package and are seeking a resolution to this matter.

      Customer Answer

      Date: 07/29/2025

      Thank you for reaching out. I am writing to confirms that Macys reached out to me and we have resolved this issue. 

    Macy's is NOT a BBB Accredited Business.

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