Business Profile

Department Stores

Macy's

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

5,228 total complaints in the last 3 years.
1,466 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.

Initial Complaint
Date:11/02/2022
Type:Product 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.
Hello BBB,

I have had an issue with my order and I am seeking help from Bloomingdales. My order, *********, was split into two packages, one of which was supposed to arrive on 10/28, and the second on 10/31. I have gotten neither of my packages (I got a notification about my first package being delivered but being unable to find it on Friday, I decided to wait incase the carrier would redeliver). On the 31st, I got a text notification that my order was once again delivered. Upon checking, there was nothing again! I am baffled that the carrier never attempted to confirm receipt (no one rang my doorbell or knocked) and I was only able to check to see if I received a package when I got a text notification . I was worried at this point and contacted customer service who said they could process a refund - which gave me some relief since I was out of both my order and my money. Today I was sent an email from customer service that I have had multiple claims, yet this was my first time having issues with packages being delivered to my address? Very disappointed in the support from Bloomingdales and their customer service which made false promises to customers just to get us off the phone. How is it that I am left to hold the stick for something that there is nothing I can do about? I would like someone to review my situation and provide a refund at this point.
Sincerely,
******* **
Business Response
Date: 11/07/2022
We are in receipt of BBB Complaint #********. We have
addressed all matters as expressed in the complaint and updated the customer
with the resolution. Based on this, we consider the matter closed
satisfactorily. Thank you
Initial Complaint
Date:11/01/2022
Type:Delivery 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.
Placed order ********** on October 15, 2022, one of the items for a California King sheet set in Dark Gray. Instead I received a King Size sheet set in Pink. Called the merchant on October 25, 2022, at 9:54 pm and spoke to Kim, she advised that she would issue a return label and do a replacement order. This never happened. Called merchant again on October 27th, 2022, at 12:11 pm, spoke to Brian, advising that I refuse to return the item. He understood and told me I could donate the item and I placed a new replacement order for the correct item. Now 6 days later, I never received the email for the refund. Please process the refund as promised. Attached is picture proof of the wrong item sent.
Business Response
Date: 11/08/2022
Dear *** *****,
We are in receipt of BBB Complaint #
********. We have spoken to the referenced customer and have resolved all
matters as expressed in the complaint. Based on this, we consider the matter
closed satisfactorily. Thank you.
Business Response
Date: 11/08/2022
Dear *** *****,
We are in receipt of BBB Complaint #
********. We have spoken to the referenced customer and have resolved all
matters as expressed in the complaint. Based on this, we consider the matter
closed satisfactorily. Thank you.
Customer Answer
Date: 11/12/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Received an email from Sharlita H******* at the business on 11/8/22, the email advised that the wrong product received could be donated and that a credit of $49.21 would be issued. See attached picture of an email from the business on 11/9/22 advising of the refund and also stating to return the item 12/6/22 or you will be charged.

Regards,

***** *****

Customer Answer
Date: 11/12/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Received an email from Sharlita H******* at the business on 11/8/22, the email advised that the wrong product received could be donated and that a credit of $49.21 would be issued. See attached picture of an email from the business on 11/9/22 advising of the refund and also stating to return the item 12/6/22 or you will be charged.

Regards,

***** *****

Business Response
Date: 11/18/2022
Dear ********,

We are in receipt of BBB Complaint # ********. We have spoken to the referenced customer and have resolved all matters as expressed in the complaint. Based on this, we consider the matter closed satisfactorily. Thank you.
Business Response
Date: 11/18/2022
Dear ********,

We are in receipt of BBB Complaint # ********. We have spoken to the referenced customer and have resolved all matters as expressed in the complaint. Based on this, we consider the matter closed satisfactorily. Thank you.
Initial Complaint
Date:11/01/2022
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 received a $30.10 charge and a $30.10 refund from Macy's. I do not recall these activities and called Macy's at ###-###-#### to get an explanation for them. Monica took my call and did not understand the inquiry I was making. I did not know how else to ask so I requested to speak with someone who was fluent in English and she kept saying "one moment please" and repeated this for approximately 20 minutes before releasing the call to their automated survey.
Business Response
Date: 11/15/2022
November 15, 2022

****** ******
*** ******* **** ***
****** ***** ** *****

RE: Macy’s ******** ******* account ending **** (closed)
Macy’s account ending in **** (closed)
Better Business Bureau Complaint ID #********

Dear ****** ******:

We are in receipt of a complaint filed with the Better Business Bureau which was forwarded to Macy’s
Executive Office on your behalf. As a representative in the Executive Office, I was asked to review and
respond to your concerns on behalf of ********, N.A. (****).

Our records indicate that we have no record of any purchases or returns made on the above referenced
accounts for $30.10. Our research found the Macy’s account ending in **** has been closed since
September 20, 2011. The Macy’s ******** ******* account ending in **** has been closed since
February 18, 2015. Please send any documentation you have regarding the purchase, including the date
and payment source to my attention at the address above and more research can be completed.

Thank you for bringing this matter to our attention and giving me 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,

James W****
Macy's Executive Office
Tollfree: ###-###-####
Direct line: ###-###-####

Cc: Better Business Bureau

Customer Answer
Date: 11/15/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

The following email was sent to Better Business Bureau Cincinnati:

Begin forwarded message:

From: ****** ****** <***********************>
Subject: Fwd: ATTENTION NEEDED: You have a new message from the BBB serving Cincinnati
Date: November 15, 2022 at 3:56:39 PM EST
To: Better Business Bureau <[email protected]>
Cc: ****** ****** <***********************>

Dear Better Business Bureau Cincinnati:

I am in receipt of the attached message in regard to my concerns submitted on 11/1/2022 against Macy’s.

The following red print are answers to your questions:

     * Has the company addressed the issues of this dispute?   No.
     * If not, why?  The credit card in question is a non-Macy’s **** credit card ending in ****. I mentioned this to Macy’s representative over the phone several times.
     * If an offer of resolution was made, has the company fulfilled the proposed offer? No.

As requested, I will also submit my written thoughts via your online systems today.

Sincerely,

****** ******

Business Response
Date: 11/29/2022
November 29, 2022

****** ******
*** ******* **** ***
****** ***** ** *****

RE: Better Business Bureau complaint ID ********
Macy’s ******** ******* account ending in **** (closed)

Dear ****** ******:

We are in receipt of your additional comments regarding the above-referenced account, which were
forwarded to Macy’s Executive Office. As a liaison in this office, I was asked to review and respond to
your concerns on behalf of ********, N.A.(****). I regret that you continue to have concerns regarding
your account, and you were not satisfied with our previous response.

As stated in your correspondence, the reported transaction and return in question was made with a ****
account ending in ****. Please be advised we have no access to review charges made to non-Macy’s
accounts. You will need to directly dispute the transaction or return with the **** credit card company.
Please accept our apologies for any confusion this matter has caused.

Thank you for allowing me the opportunity to respond to your concerns. If I may be of further assistance,
please contact me at the telephone number listed below.

Sincerely

James W****
Macy's Executive Office
Toll free: ###-###-####
Direct line:###-###-####

Cc: Better Business Bureau
Customer Answer
Date: 11/30/2022
Better Business Bureau:

I have reviewed the 2nd response by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. The reasons for the rejection is because per **** Macy's submitted the charge and the refund in question to **** so only Macy's can tell me what they are for.

For the record, I reached out to Macy's first, then to ****, and to BBB last.

Regards,

****** ******* ******

Business Response
Date: 12/20/2022
December 13, 2022
****** ******
*** ******* **** ***
****** ***** ** *****
RE: Better Business Bureau complaint ID ********
Macy’s ******** ******* account ending in **** (closed)
Dear ****** ******:
We are in receipt of your additional comments regarding the above-referenced account, which were
forwarded to Macy’s Executive Office. As a liaison in this office, I was asked to review and respond to
your concerns on behalf of ********, N.A.(****). I regret that you continue to have concerns regarding
your account, and you were not satisfied with our previous responses.
Please be advised we have no access to review charges made to non-Macy’s account. Our decision
remains unchanged, and you will need to directly dispute the transaction or return with the **** credit
card company. Please accept our apologies for any confusion this matter has caused.
Thank you for allowing me the opportunity to respond to your concerns. If I may be of further assistance,
please contact me at the telephone number listed below.
.
Sincerely,

James W****
Macy's Executive Office
Toll free: ###-###-####
Direct line:###-###-####
Cc: Better Business Bureau
Customer Answer
Date: 12/21/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

****** ******
Dear BBB Cincinnati,

I have attached a pdf of Macy’s response here for reference.

I cannot accept that Macy’s will not provide details for the unknown charge and refund they processed on my credit card because it is not on a Macy’s credit card.

****** ******* ******
*** ******* **** ***
****** ***** ** *****

Business Response
Date: 12/29/2022
December 29, 2022

****** ******
*** ******* **** ***
****** ***** ** *****

RE: Better Business Bureau complaint ID ********
Macy’s ******** ******* account ending in **** (closed)

Dear ****** ******:

We are in receipt of your additional comments regarding the above-referenced account, which were
forwarded to Macy’s Executive Office. As a liaison in this office, I was asked to review and respond to
your concerns on behalf of ********, N.A.(****). I regret that you continue to have concerns regarding
a Macy’s transaction on a third-party **** account

We have no access to review charges made to non-Macy’s account. Our decision remains unchanged, and
you will need to directly dispute the transaction or return with the **** credit card company. Please
accept our apologies for any confusion this matter has caused.

Our records show we previously responded to this matter. Respectfully, we cannot respond to additional
correspondence relating to this matter unless you have new information to be considered. Thank you for
allowing me the opportunity to respond to your concerns.

Sincerely,

James W****
Macy's Executive Office
Toll free: ###-###-####
Direct line:###-###-####

Cc: Better Business Bureau
Customer Answer
Date: 12/30/2022
Dear Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. It does not resolve my complaint because Macy's issued the charge and refund amounts and my **** credit card advised me of the charge and refund amounts issued by Macy's.

Please help me understand how a store can issue a charge, and a refund too in this case and not know what it is for?

Regards,

****** ******
Initial Complaint
Date:11/01/2022
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 have over pay Macy’s on my credit card for $55.75
And they sent me a check and I deposit it and the check bounced so the bank charged me $12 for a return check
And Macy’s has sent me the $12 check but no the $55.75 that they owe me and they keep telling me that looking for it and they’re going to see what they can do and it’s been two months They also told me they were going to call me last Sunday, October 30 and they never did
Business Response
Date: 11/17/2022
Please see attached letter that has been sent to the customer (text of letter below, enclosure mailed directly to customer). Thank you.
November 14, 2022

***** *****
****** **** *****
*** ******** ** *****

RE: Better Business Bureau Case # ********
Macy’s Account ending in ****

Dear ***** *****:

We are in receipt of your recent inquiry addressed to the Better Business Bureau. As a liaison in Macy’s Executive Office, I was asked to review and respond to your concerns on behalf of ******** N.A. (****).

Please accept our apology for any confusion or frustration you have regarding a recent refund check.

After researching your concerns, I learned that a check for $55.75 issued on September 23, 2022, was cashed on October 4, 2022. We have no indication that the check contained insufficient funds. A letter and a copy of the check was mailed to you on October 20, 2022, and November 4, 2022, (copy enclosed). As a courtesy, a check for $12.00 was mailed to you on October 18, 2022, to accommodate a bank fee you claimed to have received. We have enclosed a copy of the front and back of the cashed check for $55.75.

Our records do not indicate we received anything back from your bank stating the check did not clear and that you did not receive your money, nor did our records indicate the check was reversed as you stated on the phone call to Macy’s Customer Service on November 14, 2022. By providing proof from your bank that the check for $55.75 did not clear the bank and/or was reversed, we will be happy to review it again and issue you a replacement check. Until that time, no action will be taken.

We value you as a customer and would like to invite you to contact me personally if you can provide proof from your bank that the check was unpaid, or should you have any further questions or concerns.

Sincerely,

Donna S****
Macy’s Executive Office
Executive Liaison
###-###-####
###-###-####

Cc: Better Business Bureau
Enclosure

Customer Answer
Date: 11/18/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

***** *****

This matter is still not resolved and I need Macy's to straighten this out
I received a check for @12.00
The $55.75 should no longer be an issue
Please look into this further
Thank you
Business Response
Date: 12/02/2022
December 1, 2022

***** *****
****** **** *****
*** ******** ** *****
RE: Better Business Bureau Case # ********
Macy’s Account ending in ****
Dear ***** *****:
We are in receipt of your recent inquiry addressed to the Better Business Bureau. As a liaison in Macy’s Executive
Office, I was asked to review and respond to your concerns on behalf of ******** N.A. (****).
Please accept our apology for any confusion or frustration you have regarding a recent refund check.
We value you as a customer and would like to invite you to contact me personally if you can provide proof from
your bank that the check was unpaid, or should you have any further questions or concerns.
Sincerely,
Donna S****
Macy’s Executive Office
Executive Liaison
###-###-####
###-###-####
Cc: Better Business Bureau
Enclosure
Initial Complaint
Date:11/01/2022
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.
Double charging my bank account for late payments that were not late reducing credit limit when payments were made in full automatic payment flaws in the app customer service not resolving problems however running credit hard inquiry without authorization to reduce credit lines if u was refunded a late payment would it not make sense that I was not late ?
Business Response
Date: 11/18/2022
November 16, 2022

**** *******
*** ******** *** ****
********** ** *****

Re: Better Business Bureau complaint # ********
Credit Limit Increase

On behalf of ********, N.A.

Contact Date(s) With Customer: November 15, 2022

Complaint Summary:

Received BBB Complaint ID ******** on 11/1/2022. Acknowledgement letter on file. Spoke with customer on 11/15/2022. The customer believed that they were charged two payments were removed from their bank account by Macys which included the late fee and interest charges. Customer also states they set up the autopay and therefore the payment should not have been late. Customer states we pulled a hard inquiry without their authorization to reduce their credit limit. Customer wanting to know why we decreased their credit limit from $1000.00 to $300.00 after one missed payment in 8 years with us.

Investigative Facts:

Spoke with customer on 11/15/2022, explained our review of their account confirms we did not receive the required minimum payment due for the payment due date of 10/2/2022 therefore a late fee and interest charge were applied to the account but were also removed as a courtesy. Informed the customer, two (2) payments of $62.71 were made via the IVR on 10/7/2022 by the customer. Additional research confirmed a hard inquiry was not pulled by Macy’s, however when the customer attempted to request a credit limit increase via the IVR they hit the button at the bottom of the screen that gave permission for a hard inquiry to be pulled. On the same date the customer enrolled in the autopayment plan which was due to start on 11/2/2022. Account was previously enrolled in the autopayment plan which started in April 2022 but states they cancelled it when the account was paid off in August. No record of re-enrollment into the plan until 10/7/2022. Research also confirms the customer was sent letters outlining the reason for the denial of a credit limit increase and decrease. Confirmed we were not having any issues with the IVR regarding payments that day.

Resolution:

I spoke with the customer on November 15, 2022, apologized for the inconvenience this matter may have caused. We discussed the account in detail. I also explained that we did not receive the required minimum payment due for the payment due date of 10/2/2022 and that was the reason for the late fee and interest charge which was credited to the account as a courtesy. Informed customer our research confirms two payments were made on 10/7/2022, however those payments were submitted through the IVR/Website and not by Macys. Explained our policy surrounding Credit Limit Increases and Decreases. Informed customer when they attempted to request a credit limit increase via the IVR/Website they authorized the credit inquiry. Also explained to the customer our credit decision to decrease their credit limit from $1000.00 to $300.00 was based in whole or in part on information obtained in a report from the consumer reporting agencies. Informed customer if they disagree with what is being reported on their credit report they can dispute it with the credit reporting agencies and request a credit limit increase at any time by calling Customer Service at the phone number on the back of their Macys credit card. Customer had a better understanding of what happened after we spoke and considers the matter closed. PHONE RESOLUTION

Sincerely,

Nadine R*******

Macy’s Executive Office
###-###-####
###-###-####

cc: Better Business Bureau
Initial Complaint
Date:11/01/2022
Type:Sales and Advertising 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 spend a lot of money at Macy's especially around Christmas. Today 11/1/22 I went to pick up my items I ordered online and I gave the young lady my id and she went in the room and brought my items back out; I wanted to go upstairs and buy a sweater from Macy's (spending more money) and asked the young lady who seemed to be new, if she could keep it behind the counter while I run upstairs and buy a sweater, she went and asked another lady who was working with her fat, short haired black woman with a curly afro if I could put it behind the counter until I buy the sweater upstairs, and she said no, so I said CAN YOU PUT IT BACK IN THE ROOM YOU HAD IT IN SO I CAN GO UPSTAIRS AND BUY A SWEATER, SHE SAID NO, they are not responsible. What kind of employees or store are you running where the rep could not just put it back in the room until I returned. I left it there and went upstairs and returned and it was lucky for you guys still there at the counter because if not I would have got my money back because I never laid a hand on it, therefore and it was still in Macy's store. I was at the Macy's store at ******** in ******** at the online counter.
Business Response
Date: 11/03/2022
Dear *** *****,

We
are in receipt of Better Business Bureau Complaint ID ********. We have
contacted *** ****** and have resolved all matters as expressed in the complaint.
Based on this, we consider the matter
closed. Thank you

Sincerely.
Deborah D*****
Liaison, Omnichannel Executive Office | Macy's, Inc. | Macy's,
Inc.
9111 Duke Blvd | Mason, OH 45040
Office: ###-###-####
Initial Complaint
Date:11/01/2022
Type:Service or Repair 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.
Macys supervisors is so unprofessional… I tried to buy some earring during friend and family but macys had a glitch in the system I couldn’t place my order I tried calling .. macys was closed for the night …i called several times was hung up on and placed On hold three times by supervisor then hung up on. A manager finally came to the phone and put me back on hold .
Business Response
Date: 11/29/2022
Dear
*** *****,

We
are in receipt of BBB complaint number ********. After reviewing the order
information, all refunds have been processed and the customer has been advised.
I will remain available should anything further be needed. Based on this we are
considering this matter closed. Thank you.
Regards,
Theresa S******
Liaison, Omnichannel Executive Office | Macy's, Inc.
9111 DUKE BLVD | MASON, OH 45040
Office: ###-###-#### Fax: ###-###-####
Initial Complaint
Date:11/01/2022
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.
Ordered 3 items 9/28/22, Order No. **********
UPC No. ************ 1 item @ 24.00, item received 10/1/22
UPC No. ************ 2 items @ 19.20 each, items received 10/3/22
All items returned same day and time 10/05/22. One Receipt is dated 10/2/22 for one item, refund issued for 25.50. Two separate Receipts issued dated 10/5/22 for 20.40 each. Received a statement on 10/31/22, for the three items that were returned, transaction date 9/29/22 for a total of 66.30. Contacted Macy’s they refused to correct or issue a credit stating I still owe for the items. I am Disputing these charges can not afford to pay for something I don’t have.
Business Response
Date: 11/03/2022
Dear *** *****,

We are in receipt of BBB complaint number ********. After reviewing the order information provided, all refunds have been processed. I will remain available should anything further be needed. Based on this we are considering this matter closed. Thank you.
Regards,
Theresa S******
Liaison, Omnichannel Executive Office | Macy's,
Inc.
9111 DUKE BLVD | MASON, OH 45040
Office: ###-###-####
Customer Answer
Date: 11/09/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

******* *****
Customer Answer
Date: 11/10/2022
After receiving email dated 11/2/22 from Theresa S****** stating a refund had been issued contacted Macy’s to confirm. All occurred on 11/2/22. 9:45 a.m. per Brian at Macy’s adjustment had not been made transferred to specialist per 10:07 per Eli could not help transferedto credit dept. 10:26 a.m. got discount. Contacted Theresa S******, not in office voicemail stated out of office until Tuesday. Tuesday 11/8/22 contacted Theresa S****** 2:39p.m. not in office same voicemail out until Tuesday left message to Please call me no response. 11/9/22 Wednesday 9:46 not in office same voicemail left message to call. Thursday 11/10/22 10:03 contacted Theresa S****** left message to call. Still no response from Theresa credit has not been issued to my account still shows balance is due
Customer Answer
Date: 11/10/2022
Contacted Macy’s 11/10/22 9:15 a.m. still indicate that a balance is due. Issue has not been resolved, still no response from Theresa S****** after leaving several messages. Originally sent five documents only see four attaching another document to assist in credit to my account.
Business Response
Date: 11/15/2022
Dear
*** ******

We
are in receipt of BBB complaint number ********. After reviewing the order
information provided, all refunds have been processed. I will remain available
should anything further be needed. Based on this we are considering this matter
closed. Thank you.
Regards,
Theresa S******
Liaison, Omnichannel Executive Office | Macy's, Inc.
9111 DUKE BLVD | MASON, OH 45040
Office: ###-###-#### Fax: ###-###-####
Customer Answer
Date: 11/21/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

******* *****
Customer Answer
Date: 11/22/2022
11/16/22,9:42a.m, Contacted Theresa S******, same voicemail, left a message requesting a return call. 11/16/22, 1:56 p.m. responded to Theresa S****** via email to advise that I was available anytime after 3:00 to discuss the issue. 11/17/22, 2:01 p.m., received email with a solution to solve the issue from Theresa S******, I responded at 5:25 p.m., stating I was in agreement as long as it cleared my account, requesting that I been notified when the adjustment was made. Also received email from Theresa S****** as a attachment stating she was available to call at 3:30, I did not respond until next day because I did not see nor was aware until the next day. Currently I have not received a response or reply to email of 11/17, stating the agreement.
Business Response
Date: 12/14/2022
Dear
*** ******

We
are in receipt of BBB complaint number ********. After reviewing the order
information provided, all refunds have been processed. I will remain available
should anything further be needed. Based on this we are considering this matter
closed. Thank you.
Regards,
Theresa S******
Liaison, Omnichannel Executive Office | Macy's, Inc.
9111 DUKE BLVD | MASON, OH 45040
Office: ###-###-#### Fax: ###-###-####
Customer Answer
Date: 12/21/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I reject this because nothing has been done to rectify the problem, no adjustment has been made as stated by Theresa S******, was called by Macy credit requesting payment at which I stated I was disputing the charges was transferred to Billing Dept spoke to several specialist who requested information proving the items were returned on 11/29/22. On 11/30/22 audited my Macy account for the year providing proof items were returned and Emailed to macysdispupes@citi on 11/30/22. Received letter 12/16/22 requesting more information with no contact person, called Customer Service 12/17/22 no one could assist and no information was available about the letter. As of this date this issue has absolutely not been resolved and no offer to resolve has been made. Emailed Theresa S****** on 11/30/22 advising what had been done generic email stating out office will reply same as prior emails and voicemails

Regards,

******* *****

Business Response
Date: 12/27/2022
Dear *** *****,

We are in receipt of BBB complaint number ********. After reviewing the complaint and the information, all refunds have been processed. I will remain available should anything further be needed. Based on this we are considering this matter closed. Thank you.

Regards,
Theresa S******
Liaison, Omnichannel Executive Office | Macy's, Inc.
9111 DUKE BLVD | MASON, OH 45040
Office: ###-###-#### Fax: ###-###-####
Customer Answer
Date: 12/28/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

******* *****

Partial adjustment was made in the amount of 25.50 account shows a balance due in the amount of 39.54 for the two items that were returned on 10/05/22 Per Jessica at Macy’s Customer Service Department. Per Jessica will issue another dispute for the Balance Due Charges that were not adjusted. Per phone call made 12/28/22, 9:47 a.m.
Business Response
Date: 12/31/2022
Dear
*** ******

We
are in receipt of BBB complaint number ********. After reviewing the complaint
and the information, all refunds have been processed. I will remain available
should anything further be needed. Based on this we are considering this matter
closed. Thank you.
Regards,
Theresa S******
Liaison, Omnichannel Executive Office | Macy's, Inc.
9111 DUKE BLVD | MASON, OH 45040
Office: ###-###-#### Fax: ###-###-####
Customer Answer
Date: 12/31/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

******* *****

iNo response or reply has been made by Macy’s to Email dated 12/21/22. All adjustments has not been made account still shows balance due.
Business Response
Date: 01/09/2023
Dear
*** ******

We
are in receipt of BBB complaint number ********. After reviewing the complaint
and the information, all refunds have been processed. I will remain available
should anything further be needed. Based on this we are considering this matter
closed. Thank you.
Regards,
Theresa S******
Liaison, Omnichannel Executive Office | Macy's, Inc.
9111 DUKE BLVD | MASON, OH 45040
Office: ###-###-#### Fax: ###-###-####
Customer Answer
Date: 01/09/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

******* *****

Per Theresa S****** adjust made 1/5/23. Verified by Macy’s Customer Service Dep. 1/6/23 at 10:25 a.m. that a adjustment had been made.
Recieved a letter from Macy’s Billing Adjustment Dept. 1/7/23 stating the adjustment was being reversed and all information is being reported as past due to all three Consumer Reporting Agencies. Totally unacceptable
Business Response
Date: 01/13/2023
We have received the Rebuttal for BBB ID ********. We have reviewed the issue and partnered with our Executive Credit office and confirmed the customer was credited in October and is not going to have the adjustment reversed. We have notified the customer of this and are closing the issue.
Customer Answer
Date: 01/21/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *****
I will accept this as long as no reversal are made to my account indicating a balance due. I responded to Brad Shell email/rebuttal of 1/13/23 on 1/14/23. Received a email today 1/21/23 from Brad Shell stating he was out of office and would reply to my email 1/17/23. As of this date 1/21/23 have not received a reply. That is why I am stating as long as the proper adjustments have been issued and the Balance remains Zero and no further Charges are made to my account related to the problem the issue is resolved
Initial Complaint
Date:11/01/2022
Type:Service or Repair 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 purchased a dining set with Macys in 2018 along with their worry no more warranty. I filed a claim to get a bench from the set fixed and since they no longer offered my original dining set I was offered a replacement. I ordered the replacement and it took over a year to get delivered. The new table was delivered and the old table was picked up. I was charged for the new table even though I was told it would be a replacement for the damaged table they couldn’t fix. Upon calling I’m told that I will be refunded the full amount of the table in 2-5 days. That has not happened and I was charged $2,568.75 for the table.

Additionally, when Macys came to pick up the damage table the men removing the table dropped it on my hardwood floor causing damage to my floors. We requested their insurance information to file a claim and the man refused to do so. I have called Macys countless times and am continuously being hung up on. We have video footage of them dropping this heavy table on our floor and Macys does not care to respond or provide any assistance in fixing the damage they’ve caused. Not only am I out $2,568.75 but now I also have a damaged floor too.
Business Response
Date: 11/09/2022
We
are in receipt of claim id ******** concerning the consumer's refund and
property damage. The refund for the
consumer's return was processed on 11/2/2022.
A credit totaling $1930.61 should have posted to the consumer's account
3-5 business days after that date.

To resolve the property
damage, we have reached out to our warehouse for assistance. In the meantime, we ask the consumer to
provide 2 repair estimates for the damage.
We will only accept responsibility for repairing the area of the floor
proven to have been damaged by our drivers.
We will not accept responsibility for any additional costs.
Thanks,
Macy's Executive Office
Customer Answer
Date: 11/17/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

I have called Macys several times to try and resolve this and am told that someone from their warehouse will be calling me back within 48-72 hours yet it has been weeks and no response. The driver who caused the damaged has continued calling us from his personal number we told him of the damage and he try insisting that a friend of his comes to the house to assess the damage to make sure that we are not scamming him out of money. This is absurd and absolutely not the case as we had a third party company come and quote us for the damage caused.

I have attached a copy of the estimate received to repair the damage caused to our engineered hardwood floors.

Regards,

******* ******

Business Response
Date: 11/21/2022
We are in receipt of the rebuttal to claim ID ********. We have contacted the consumer to address the
issue and we will remain in contact throughout resolution.

Thanks,

Macy’s Executive Office
Initial Complaint
Date:11/01/2022
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, hereby ask for your intervention in an ongoing matter between Macys department store and myself. In 2020, Macys discontinued my Macys issued ******** ******* credit card due to sporadic usage. From that time onwards I have used the regular store credit card to purchase items in the store. In 2021, I paid a Macys bill online and the money somehow was credited to the closed ******** ******* credit card account. I then started to get calls from Macys and ******** for nonpayment. Debt collectors got involved and it took months before I spoke to a manager who acknowledged that they had put the money into the defunct account. Subsequently they took the negative information off my credit record as well as refunded the additional monies I had paid. I am writing this complaint, because the same is happening again. My payment for a $40.00 item purchased in March, has once again found itself in the closed ******** ******* account. I am being assailed by calls from Macys, ******** as well as debt collectors for nonpayment. In addition, I am notified of negative items on my credit record. Time and again, I have informed associates of Macys, ******** and even their debt collectors that the money is in the defunct account and even sent me receipts to show its presence in it. They acknowledged its presence and an associate claimed that they are not responsible for it being there. Thereafter, he requested that I make the same payment again. One debt collector even told me that they saw that the money was there, and they were going to take their fee from it, which they did. I again paid an additional sum of money and that also went to the defunct account. Consequently, Macys is calling me for nonpayment while the money is sitting in an account they closed in 2020. I have overpaid because of this snafu. This associates I spoke to were not helpful in resolving this matter. I therefore seek your intervention. Please assist me in resolving this matter
***** ******.
Business Response
Date: 11/15/2022
November 15, 2022

***** ******
*** * **** ******
********* ** *****

RE: Better Business Bureau complaint #********
Macy’s ******** ******* Account ending in ****
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 a liaison in this office, I was asked to review and respond to your concerns
on behalf of ******** N.A. (****). I had hoped to speak to you personally regarding your concerns but
my attempts to reach you by telephone were unsuccessful. I was able to leave you a voice mail message
on November 11, 2022.

We would like to thank you for being a loyal Macy's cardholder and shopper since 2002. We appreciate
your patronage and want to resolve any concerns that you may have. As you can imagine, customer
service is integral to the success of all Macy's stores. Macy's goal is for every customer to receive
outstanding customer service whether it be in our stores or when calling our Customer Service
Department. It is never our intention to disappoint our customers, but rather to provide the best possible
shopping experience and customer service. We apologize if you did not receive the type of service you
have come to expect from us.

From your complaint, it is our understanding that your payments are posting to Macy’s ******** *******
account ending in ****, instead of Macy’s account ending in ****, as you intended. Our review of the
accounts, show that you regularly pay you Macy’s bill through a bill pay service. The Macy’s ********
******* account ending in ****, is the account number listed within your bill pay service. This is causing
your payments to post incorrectly to Macy’s ******** ******* account ending in ****. To correct the
issue, it will be necessary for you to delete the Macy’s ******** ******* account number ending in ****,
from your bill pay service, and enter your current Macy’s account number ending in ****. This will
ensure that your payments post to the Macy’s account ending in **** going forward. We regret this
information was not previously provided to you during your previous attempts to resolve the issue.

Late fees totaling $269.00 and interest charges totaling $18.54 have been removed from the Macy’s
account ending in ****, resulting in a credit balance of $119.62. This amount can be refunded to you as a
physical check or by electronic transfer to your personal bank account. You can also leave the amount on
your account for shopping. If you would like a refund, please call the customer service telephone number
on the back of your Macy’s card to make the request.

On July 29, 2022, the credit limit on Macy’s account ending in **** was decreased from $400.00 to
$200.00. On November 13, 2022, the credit limit was restored to the $400.00 it was previously.

We have cleared our internal records of any delinquency associated with this issue for Macy’s account
ending in **** and instructed the credit reporting agencies to update their records and remove the
delinquency reported for March through October 2022 for the Macy’s account ending in ****. Please
allow the credit reporting agencies thirty (30) days to update their records.

Thank you again for bringing this matter to our attention and giving me the opportunity to respond. If I
may be of further assistance, please feel free to contact me at the telephone number listed below.

Sincerely,

Cheryl R****
Macy's Executive Office
Toll free: ###-###-####
Direct line: ###-###-####

Cc: Better Business Bureau

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