Complaints

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

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• 

  Macy's

  9111 Duke Blvd. Mason, OH 45040-8999

• 

  Macy's

  505 Vine Street Cincinnati, OH 45202

• 

  Macy's

  7875 Montgomery Road Kenwood Towne Centre Cincinnati, OH 45236

• 

  Macy's

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

• 

  Macy's

  800 N. Green River Rd. Evansville, IN 47715

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.

• Initial Complaint

  Date:07/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Let me just start by stating Macy's has the worst customer service and maybe that is a reason why they closed the nearby Macy's where I shopped. My complaint today stems from calling Macy's customer service department and consumer complaint department and receiving no help after telling them my bank account shows where payments were made. I was told I had a late fee May 2025 which was suppose to be adjusted. The representative told me she waived the late fees because I was a valued customer and was never late and for that reason, I only had to pay 51.94 which was paid. So, that should have put me back on target. June fee was paid in the amount of 52.98 which was paid. Nothing about late fees was listed or mentioned. Now, today (July 16, 2025), I called to make July's payment which payments are due on or before the 21st of each month. Now, it's showing I have a minimum due of $111.13 and when I called about that, it's showing in their system like I haven't made a May payment and they are charging me the late fees. I checked my bank account and I have proof where I made May and June's payment. I went back a previous month and April payment was made also. I pay my bills and have only been late that one time according to them. I received no assistance to try and take this off because I was not late prior to them waiving late fees for May. I spoke to a manager named C***** M******* and she told me her Reference # is ********. She did not help and said it didn't matter who I spoke to, the system showed what they showed and I was stuck paying that amount. Again, the worst customer service. I regret ever doing business with them and when I pay that remaining balance, I hope I never come across another Macy's. According to my experience, I would suggest that if you're thinking about doing business with Macys, DON'T!!! Signed, a former loyal customer and Macy's cheerleader! If I had three thumbs, I would give it to Macy's. Horrible Customer Service!!! Good Riddance!

  Business Response

  Date: 07/28/2025

  
  July 25, 2025
  
  **** ******
  *** ** ****** ******
  Opelousas, ** *****
  
  RE: Better Business Bureau Complaint # ********
  Macy’s account ending in **** (closed)
  
  Dear **** ******:
  
  We are in receipt of your complaint filed with the Better Business Bureau, which was forwarded to Macy’s
  Executive Office. As an Executive Office Administrator, I was asked to review and respond to your
  concerns on behalf of Citibank, N. A. (CBNA).
  
  Upon receipt of your complaint, we reviewed your account and found that as of July 16, 2025, your
  account was past due with a minimum payment of $111.13 due by July 21, 2025. A payment of $111.13
  was received on July 21, 2025, which brought your account current.
  
  According to the terms of the CBNA Credit Card Agreement, a late fee is assessed when the minimum
  payment due is not received by the due date. Once applied, the late fee becomes part of your balance and
  is also included in the calculation of the following month’s minimum payment due, which can cause it to
  increase. We understand that sometimes unexpected situations may arise that prevent timely payments.
  Because of this, we do offer a courtesy waiver of late fees in certain situations. It is important to note,
  however, that when a late fee is waived as a courtesy, it reduces the overall account balance but does not
  reduce the minimum payment due for the following month.
  
  Upon further review of your account, we found that:
  
  • For the statement with the closing date of April 24, 2025, your account balance was $1,469.91,
  with a minimum payment of $51.94 due by May 21, 2025. While a payment of $51.94 was made,
  it was received on May 23, 2025—two days after the due date. As a result, a $30.00 late fee was
  assessed in accordance with the Agreement, and your June minimum payment was adjusted to
  reflect that fee.
  
  • For the statement with the closing day of May 25, 2025, your balance was $1,485.95 with a
  minimum payment of $82.98 due by June 21, 2025. On June 16, 2025, you spoke with one of our
  agents, who waived the $30.00 late fee from May as a courtesy. This reduced your account
  balance by $30.00. A payment of $52.98 was also received that same day. However, because this
  payment was less than the minimum required, a new $30.00 late fee was assessed on June 21,
  2025, which contributed to the $111.13 minimum payment due in July.
  
  As part of our review of your complaint, we also listened to the call you had with our agent on June 16.
  While the agent correctly noted that the waived late fee would lower your account balance, they
  unfortunately gave incorrect guidance regarding the payment needed to satisfy your minimum due. We
  truly regret this miscommunication and understand how frustrating and confusing that must have been.
  Feedback regarding your experience has been shared with the appropriate leadership team to ensure
  proper coaching and support.
  
  We apologize for any confusion or inconvenience you experienced. Your satisfaction is important to us,
  and we are sorry that the service you received fell short of expectations. Thank you again for bringing this
  matter to our attention.
  
  Thank you for bringing this matter to our attention and giving us the opportunity to respond. If I may be
  of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.
  
  Sincerely,
  
  **** B****
  Macy’s Executive Office
  Dept toll free: ###-###-####
  Direct line: ###-###-####
  For TTY: We accept 711 or other Relay Services
  
  cc: Better Business Bureau
  
  
  
  
  
  

• Initial Complaint

  Date:07/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 and other people in my family have a Macys card and an account at Macys. They offer no clear option to pay online. they make it insanely hard to pay online and force you to call them and make the experience so inconvenient that one inevitably racks up late fees. The only viable way to make a payment on your Macys card is to go in person and do so. I believe this is done on purpose to intentionally cause customers to be charged a late fee. I called their customer service to try to make a payment online and they could not guide me and were just as lost as I was. this is purposely done and they should not get away with it

  Business Response

  Date: 07/17/2025

  
  
  July 17, 2025
  
  
  ***** ****
  ***** ***** *****
  ********* ** *****
  
  
  Re: Better Business Bureau complaint #********
  Macy’s account ending in ****
  
  
  Dear ***** ****:
  
  We are in receipt of your complaint filed with the Better Business Bureau, which was forwarded to Macy’s
  Executive Office. As an Executive Office Administrator, I was asked to review and respond to your concerns on
  behalf of ********, N.A. (****).
  
  First and foremost, please accept our sincere apology for any frustration or inconvenience you experienced while
  attempting to resolve the matters outlined in your complaint.
  
  Please note: You may make a payment through any of the following methods:
  ** By phone: Call our Customer Service Department at ###-###-####
  ** In-store: Visit any register at a Macy’s store location
  ** By mail: Send your payment to
  **** *** *****
  ************* ** **********
  
  You mentioned having difficulty making payments online, and I would be happy to assist.
  
  To make a payment online, you will first need to create a Macy’s profile. Once your profile is created, please add
  your Macy’s Credit Card to the wallet section of your profile.
  
  Here are the steps to make a payment:
  1. Sign in to your Macy’s profile at macys.com.
  2. In the top right corner under your name, select Macy’s Credit Card from the menu.
  3. This will direct you to the payment screen, where you can view your account details and submit a payment.
  
  If you need further assistance, our Macy’s Customer Support Team is available at ###-###-####, Monday
  through Sunday, from 8:00 a.m. to 10:00 p.m. (ET).
  
  Thank you for bringing this matter to our attention and giving me the opportunity to respond. If I may be of further
  assistance, please do not hesitate to contact me at the telephone number below.
  
  
  Sincerely,
  
  Jonelle D******
  Macy’s Executive Office
  Toll free: ###-###-####
  Direct line: ###-###-####
  For TTY: We accept 711 or other Relay Service
  
  cc: Better Business Bureau
  
  
  

• Initial Complaint

  Date:07/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved becaus

   

  
  

   I am given citi bank 15 days as they stated to resolved my complaint relating to my 4 closed credit card accounts due to possible retailation complaint from my previous June 2025 *******

  complaint ******* do not close this complaint but allow citi to resolved my recent complaint that needs further resolution.

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  Sincerely,
  
  
  
  ***** ****
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 07/03/2025

  Please accept this notice that we are investigating the customer’s concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.

  Customer Answer

  Date: 07/08/2025

  My complaint is against citi retail cards this is my second complaint filed within 3 weeks
  All my accounts was closed in retaliation of my previous complaint with **** when I was having trouble opening each account and was successfully overturn from Denied to Approved. I am highly disappointed and this was a slap in my face I never expected my newly accounts to be closed and so quickly after they were just approved.
  Citi stated that it was for credit reasons for the account closures.
  
  I have many credit cards account and I must say no other bank has closed my accounts after approval within a short span of them be newly opened.
  
  I do believed Retaliation played apart because I had to upload and mailed my personal verifiable documents so they can see my nationality as well.
  
  This second additional complaint makes me feel so disgusted and furious of this mistreatment.
  
  This issue was just resolved with Citi Executive response team on the denials
  however with complaints filed they were overturn and now a week later they all closed
  Citi just recently pulled my credit reports for approval when I applied for credit there was nothing needed to merit an additional account review which caused account closures on all account.
  
  If my accounts remain closed I will have an attorney to review my complaint along with my previous complaint with Citi.
  
  Even thou Citi will not admit they closed all my accounts on retaliation for me making complaints when my applications were originally denied because identity issues now that was fix but still credit reports were pulled and I did qualify.
  
  I say my accounts were closed in retaliation from previous complaint.
  
  I never seen accounts closed when I just got approved for all 4 accounts mid June of 2025
  this is weird lending practices.
  Additionally because of the 3 week account were only open and now closed on July 1,2025
  will Dramatley Harm my overall credit do Citi care??? about my credit???

  Business Response

  Date: 07/18/2025

  Please see attached response (text below) that has been sent to the customer address on file. Enclosure sent directly to customer.

  
  July 18, 2025
  
  ***** ****
  P.O. Box ****
  ******** ** *****
  
  RE: ******** ********* ********** ****** Complaint # ***************
  Better Business Bureau # ********
  Bloomingdale’s account ending in ****
  
  Dear ***** ****:
  
  We are in receipt of your complaints filed with the ******** ********* ********** ******, and the Better
  Business Bureau, which were forwarded to Bloomingdale’s Executive Office. As an Executive Office
  Administrator, I was asked to review and respond to your concerns on behalf of Citibank, N.A. (CBNA).
  A response regarding the Citi account referenced in your complaint will be sent under separate cover. We
  are unable to address concerns regarding the other creditors mentioned in your complaint.
  
  Our records show we recently responded to your ******** ********* ********** ****** complaint
  #*************** (copy enclosed) regarding a similar concern. Our position has not changed.
  Bloomingdale’s account ending in **** is open, as of the date of this communication. Please feel free to
  call us at the telephone number listed below for any questions about this account.
  
  Please be assured that we are a company committed to having a diverse customer base. CBNA does not
  condone or tolerate discrimination of any kind. I would like to assure you that we comply with the federal
  Equal Credit Opportunity Act and do not discriminate against customers on the basis of race, color, religion,
  national origin, sex, marital status, age, receipt of income from public assistance, or exercise of rights under
  the Consumer Protection Act. Bloomingdale’s does not participate in deceptive or retaliatory business
  practices.
  
  Thank you for bringing this matter to our attention and giving us the opportunity to respond. If I may be of
  assistance on another matter, please do not hesitate to contact me at the telephone number listed below.
  
  Sincerely,
  
  
  C***** A*******
  Bloomingdale’s Executive Office
  Tollfree: ###-###-####
  Direct line: ###-###-####
  For TTY: We accept 711 or other Relay Service
  
  Enclosure
  
  cc: Better Business Bureau
  
  
  

• Initial Complaint

  Date:07/07/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  ordered 2 pairs of diamond earrings
  
  Macy's claims they would arrive on July 1st
  
  they still haven't arrived and UPS is on strike
  
  Macy's Was well aware that UPS is on strike ,yet they used UPS
  .
  
  i don't have my earrings
  i contacted Macy's and asked them to RTS
  .
  RIDICULOUS RESPONSE
  
  TELLING ME TO WAIT 7 TO 21 DAYS
  
  PLEASE CANCEL THE ORDER AND REFUND

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On February 11, 2025, I placed Order #********** through Macys.com and received a confirmation email. Upon receiving the items, I found they did not fit, so I requested and was granted a return authorization, then shipped the items back as instructed (shows must be returned within 20 days).
  Several weeks later, the package was returned to me with a note stating that the return was denied due to a 30-day return policy. I immediately contacted Macy’s through multiple channels — email, mail, phone, and chat — some remained unanswered and others claims that this was a “third-party seller policy” and outside of Macy’s control.
  However, at the time of purchase, the website did not clearly indicate that the order falls under the third-party' return policy or that different return policies applied. It didn't even indicate the 30-day return policy all together. Further, I have confirmed that the manufacturer of the product does accept returns on other platforms, which is contrary to what I was told by Macy’s.
  This lack of transparency regarding the return policy, and the conflicting information I have received, constitutes an unfair business practice. The order was placed and paid for on Macy’s platform, and I reasonably expected it to be governed by Macy’s.
  This situation has caused me significant financial distress and frustration, and I respectfully request that you accept the return and issue a full refund for this order.
  I have kept all documentations of my order, return authorizations and correspondences and am prepared to escalate this matter legally if necessary. I hope Macy’s will resolve this matter fairly and avoid further escalation.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 have two orders (********* & *********). I returned all the items received from both orders however they owe me a refund under both orders. Still owed $220.68 for ********* and $31.25 for *********. I have contacted them multiple times with no resolution.

• Initial Complaint

  Date:07/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  in January 2025, I purchased one 2.5 oz jar of ***** ****** Resilience Multi Effect Tri-Peptide Face and Neck Moisturizer from Macy's online; order number ********** for $114.00. I have been using this ***** ****** cream for over 20 years. I have been having medical reactions from this moisturizer with eye irritation, redness on the skin, and pain. I checked for the chemical composition in this ***** ****** moisturizer which contains: Octocrylene; Tetradecyl Aminobutyroylvalylaminoburtyric Urea Trifluoroacetate; Trifluoroacetyl Tripeptide-2; BHT. These 4 chemicals are considered high risk. These chemicals can cause: interference with natural hormones; disrupt endocrine system; may cause kidney cancer; liver cancer and immune system damage; some of these chemicals are likely to have medical ill effects at low doses. For example, BHT has reported toxicity to the liver, kidneys, lungs and blood, and finally causes irritation. Octocrylene in a study by SCCS in 2021 may, over time, break down to a carcinogenic compound. Finally, I had to have a section of my cheek surgically removed by a dermatologist due to a diagnosis of skin carcinoma.
  
  I am requesting a refund of $114.00 due to my medical issues using this cream.

• Initial Complaint

  Date:07/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Bloomingdales order number *********
  I bought a **** ***** shoe with gift cards amount for $97.82 and credit card amount for $90.88 and later on return the shoe to bloomingdales successfully. The refund of $90.88 came back to credit card. I was waiting for the gift card $97.82 for a long time. The represent told me that she can transfer the gift card fund to my credit card but the funds never reach to my credit card. I have checked a million times for my credit card. Later on I received a real gift card number *************** and CID number ****. I was under the impression that the funds is in this gift card and when I was trying to use it, the money is not in this gift card. Now I am still waiting for $97.82 back to me. I have called bloomingdales ##3-##3-#### twice and the supervisor told me they are going to mail me a new card to my new address but I still didn't receive it.

  Customer Answer

  Date: 07/24/2025

  Hi , my problem has been solved. I would like to withdraw my complaint. 

• Initial Complaint

  Date:07/03/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 a chair online. First, it never got sent to me and I could see from the tracking it was sent somewhere in **********. When I called they told me there was nothing they could do since it’s from another company (****** home) - even though I purchased it on their site. It was a huge hassle to get the chair and I tried to return it because it looked different from the online pictures. ****** home said they would initiate a return. I asked for the return label. Instead, they sent me multiple emails saying they would send me a return label. Called customer service. Said they would pass it along to the relevant department. Apparently did not. I have 16 emails back and forth asking for the return label. Macys sold the product on their site and ****** homes is a scam.

• Initial Complaint

  Date:07/02/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 bought multiple t-shirts from Macy's. I tried them in store and they were fine. I went home and wore each of them and was satisfied with them, until I wore the one in the attached photos. This is a ****** ***** Dark Red T-Shirt that I picked and loved at the store. I did not realize the neckline was defective until I wore it at home and went out.
  
  The woman at the store, that helped me with my purchase, told me that as long as I have the tags and receipt I can return these items within a month. You're not expected to wear a product for 30 days with the tag on. I put on the t-shirt and cut the thread of the tag. When I went out I took a selfie in the car. The neckline of the product was deformed and messed up. This is how it looked, not washed and not worn for many months! For an expense ****** ***** product like this, I did not expect it to be defective this way and it did not seem that way when I tried it at store, or I would not have bought it. I went to the store. The attitude was that you've worn it and also removed the tag! I had the tag in the bag! A clerk escalated the issue to a manager that escalated to another manage. That one was about to return the item when the first clerk approached her and voiced to her "he wore it!" in shock! The manager refused to return it. She said that I should not have removed the tag! Is the problem that I wore the t-shirt or cut the tag or both? I removed the tag because I wore it out and did not expect it to be defective. Is a t-shirt like this supposed to be damaged by putting it on me? I am not returning it because I am not satisfied. I did not realize it was defective until I looked at the photo. For years, I have bought and worn KC t-shirts without a problem. This is not what I expected to see when I took at the photo!