Business Profile

Department Stores

Macy's

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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

5,227 total complaints in the last 3 years.
1,467 complaints closed in the last 12 months.

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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:10/31/2022
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.
I purchased a pair of **** **** ladies black flats for the amount of $41.40 plus tax for a total of $45.44. I returned the shoes by mail using a Macy’s return shipping label. Macys has received the shoes and emailed me that they received the shoes and a refund was to be credited to my account, as well as an email sent to me. I have called numerous times and been told the refund is on the way or has been credited to my Macys card. It has not been credited to my Macy’s card. The order number is **********. **** **** speak up pointed toe flat, size 6.5, color black. I have called everyday numerous times and am assured it will be handled only to never receive an email or credit. Thank you so very much for helping me resolve this matter. ******* ******, **************************, **** ***** **** *** ***** **** ** *****, ###-###-####. Thank you again. Please contact me if you need more information.
Business Response
Date: 11/11/2022
Dear ******* ******:

I
am addressing this issue on behalf of MACYS Inc / Bloomingdales Executive
Office.
Please
accept my sincere apology for the inconvenience you experienced you didn’t
receive your refund for order # **********. After reviewing I see a credit of
$75.13 was issued back to your Macy’s Prop account. If you haven’t seen this
refund please let me know, if you have any questions or concerns please reach
out. As a valued customer we appreciate
your feedback, and hope you continue to shop at Macy’s.

*** ******, thank you for bringing this issue to our awareness and allowing me to
respond. If I can be of further assistance, please do not hesitate to reach
out.

Regards,

Dakota
B*****
Customer Answer
Date: 11/14/2022
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,

******* ******
Initial Complaint
Date:10/31/2022
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.
Salescheck ******** Reservation Date 5/30/2022
Delivery Date 8/5/2022
TOTAL: $2621.70

Nature of dispute: misinformation; false advertising; quality of product not as expected; When shopping for the couch, the floor model of the couch was in excellent condition and the sales clerk stated many times it had been on the floor for over a year and it’s a high quality couch. Couch cushions are sagging and fabric is pilling. We’ve Only owned the couch for 75 days. We do not sit on it every day. We are very clean people.

Resolution: Inspection was completed and they state that there is no manufacturer’s defect for the condition of the couch. It is “normal wear and tear”.

Macy’s initially offered $1100 refund because that’s the “fair price” and stated that they absolutely will not allow me to return the couch. The return policy is 3 days. I feel like I got taken advantage of and seriously dislike sales people. The fact that they allow people to work on commission for something with a 3 day return policy is really not fair for the consumer. The sales ladies that were helping us even got snippy with one another because we talked to both of them, and ultimately we had to work with the first one that talked to us, even though we actually like the second one better. It was sort of awkward and I think they just told us what we wanted to hear so they could make the sale.

We ultimately settled on $1250 refund, because that’s “fair price” and she refused to give any more money back. I would have preferred to return and exchange it for a better quality couch.
Business Response
Date: 11/02/2022
We
are in receipt of claim ** ******** concerning the consumer's furniture
purchase. We are unable to authorize a
return or exchange, as this was requested outside our policy timeframe. Our furniture return policy allows for
preference returns or exchanges within 72 hours after delivery. This has always been our policy and is in
line with other retailers in the industry.

To
resolve this matter, we have submitted an adjustment totaling $831.95, which is
the remaining funds attached to the merchandise only. The refund should post to the account used
within 3-5 business days.

The
consumer will be responsible for disposal, as we will not pick up the furniture. Additionally, the delivery fee will not be
refunded since this is a service our logistics team provided. This refund does
not include the cost of WorryNoMore.
Thanks,
Macy's Executive Office
Initial Complaint
Date:10/31/2022
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.
4/18/2016 - I purchased an expensive leather sectional along with Macy's "WORRYNOMORE PLAN" that includes two (2) policies; (1) "WNM Great Give Back 7 Year Accidental" Policy", Plan Number *******, and (2) "Structural Plan", Plan Number *****", Duration 7 year. Both plans started April 21, 2016 (date of delivery) and Expiring April 20, 2023.

6/30/22 - I submitted a claim for two of the sections due to the seat area collapsing including photos as requested @ 5:53 PM. AT 8:34PM I received an email stating that the issue reported was not covered. Yet, when I showed the pictures to a Macy's Furniture department salesperson a couple of days before they told me to submit the claim and it will be covered.

I tried calling but no one answers the phone. Have even called Macy's to have the call transferred and no one answers the phone. I submitted email challenging the the decision and requested that the claim be revisited. Nothing!

10/26/22 - I attempted to resubmit the claim but their system does not allow it, so I sent an inquiry and immediately received an email response saying the claim was denied. I tried calling again and nothing.

It is clear that Macy's is not honoring their policies which are pushed by their sales personnel as something that is worthwhile. I am having a hard timing knowing that I have a failed piece of furniture purchased from an "honorable" company, being told by a Macy's furniture department professional that the claim should be paid and they ignore the claim completely and ignore email and phone inquiries.

The Total purchase was $3,845.08 (including $206.78 for the WORRYNOMORE coverage).
Business Response
Date: 11/02/2022
We are in receipt of BBB Complaint# ******** and have spoken
with the customer about the matter with the collapsing seats of his sectional
purchased in 2016. The customer’s complaint is that his claim with Worry No More
to have the matter addressed was denied. For the matter, we offered the
customer a refund check in the amount he paid for the Worry No More coverage. ($298.00)
The customer agreed with this, and the check has been processed. (details attached ) We also
offered the customer 25% off his next furniture purchase.
Customer Answer
Date: 11/02/2022
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.
Id did receive a call from Macy's Executive Offices yesterday and appreciate the BBB facilitating the response. As stated during the call, refunding the purchase amount of the WORRYNOMORE policies does NOT satisfy the complaint as it may make Macy's feel better but as the consumer that purchased a "quality" sectional sofa + a seven (7) year set of policies including "Structural" coverage, I am left with a defective piece of furniture that neither Macy's nor WEWORRYMORE are accountable to properly address.
All I wanted was to have the defective sections of the sectional repaired and/or replaced and that is not an option, Macy's + WORRYNOMORE should refund the total purchase price, take the sectional back.
Besides the reimbursement for the WORRYNOMORE policies they also offered 25% off of a future furniture purchase. My response was; (1) Why would I ever purchase anything from Macy's again when they refuse to properly address an issue with a defective piece of furniture already purchased and "covered" by an add set of WORRYNOMORE polices; (2) So the bottom line is that I am supposed to live with a defective piece of furniture until I decide to replace it and spend an additional $3500 - $5000 less 25% to replace it, are you kidding me.
I find it really interesting that Macy's sells and even pushes the WORRYNOMORE add-on policies but when it comes time to file a claim, they say that it's up to WORRYNOMOIRE and they have nothing to do with it. How does that work? Obviously not in this consumers favor.

Regards,
***** ****

Business Response
Date: 11/02/2022
November 2,2022
We are in receipt of BBB rebuttal ********. The matter involves an issue with the seats of a furniture sectional purchased in April of 2016. The customer also purchased Worry No More protection for the sectional. The customer filed a claim with Worry No More to have the matter addressed. Per the policy of the Worry No More contract, the claim was denied. The customer is not happy with the decision of Worry No More and is demanding a replacement or repair of the sectional.

We spoke to the customer, acknowledged his concerns, and explained that nothing could be done regarding the Worry No More contract.

As a courtesy, Macy’s offer the customer a refund for the amount he paid in 2016 for the Worry No More coverage ($298.00). The customer accepted the offer, and a check has been sent to him. Additionally, Macy’s offered the customer 25% off his next furniture purchase., which the customer was no happy with, however we explained the offer stands.

No further action will be taken with this issue.

We have answered the complaint and consider the matter addressed. Thank you.

William A*****

Liaison, Omnichannel Executive Office Macy's Inc

9111 Duke Blvd | Mason, OH 45040

Office: ###-###-####
Customer Answer
Date: 11/02/2022
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.

An excuse for not doing the right thing, unacceptable.

Regards,

***** ****
Initial Complaint
Date:10/31/2022
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.
On 10/18 I ordered a coffee table. I later canceled the order because the initial table I ordered came. The table I canceled also came. I called Macys on four different occassions to have them credit my account and send a return label for the table to be returned. Each time the label has had the incorrect weight. Each time I was told my order would be credited and to date it has not. In addition the customer service team Macy's has overseas in the Pillipines is horrible. The agents pretend to understand the issue and English but they do not. The table I don't want and canceled is still in my building lobby and my account is still being charged for this item.
Business Response
Date: 11/11/2022
Dear Ms. ******
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: 11/11/2022
Better Business Bureau:

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

Regards,

******* *****
Initial Complaint
Date:10/31/2022
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.
Date of purchase: 11/17/2017
Amount paid: $3,699.57
Date of delivery: 11/24/2017

Issues: Armrest collapsed. Leather seams. breaking apart. Uneven mounting. Positions.

5 year "NO Hassle Warranty"

We have had this furniture repaired by Macy's within the 1st year of purchasing, and 2 other times thereafter by the warranty company. After the third attempt to have it fixed by the warranty company for the same issues, we demanded that we have the furniture replace, being that's what the warranty included.
The warrant company insisted upon repairing it again.
We are at the threshold of our patience here with a warranty that expires on: 11/17/2022 and are scared that we are gonna be stuck with this set that has given us problems since the time we purchases this set. We need BBB help in resolving this issue.

We just want a new set before it's too late and to stop with the bandaid repairs that keep on resurfacing.
Sincerely,
******* ********
Business Response
Date: 11/03/2022
I am in receipt of complaint number ******** and have contacted the customer. Macy's has offered to exchange the set with modifications requested by the customer and considers the matter resolved.
Customer Answer
Date: 11/03/2022
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,

******* ********
Initial Complaint
Date:10/31/2022
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.
Hi, I bought a mattress from Macy's on 04/12/22, Salescheck Number: ********, and it was delivered couple of weeks later. I returned the mattress on 08/23/22 due to a defect. Macy's sent an inspector before a return and he told me that the mattress is defected and a lot of people have complained about this exact mattress and had difficulties getting their refund. He assured me that he will write a report for me not to have any issues. The mattress was picked up and until today I still did not receive my refund of 2,566.93. I have tried to reach out to them on multiple occasions and they tell me that the refund was issued the next day after the pick up. It is not true. I have contacted my bank and they have started a dispute. I want to know how a big department store can get away with such sale tactics? The inspector told me that many people complain to Consumer Protection of FL and BBB against Macy's but it seems nothing is being done about it is Macy's keeps behaving in same fashion without any consequence . What can I do to bring this unjust consumer fraud or abuse to light? Please help me with this issue. Thank you.
Business Response
Date: 11/02/2022
We are in receipt of complaint ******** concerning refund credit for a mattress that was returned on 8/23/2022. We were able to complete the return credit process within Macy's. We provided our consumer with a copy of the return refund credit receipt and advised that the credit amount will post to consumer's Mastercard account in 3 - 5 business days.
For any additional concerns, the
consumer can contact our office directly. At this time Macy's will consider
this matter closed.

Thanks,

Macy's Executive Office
Customer Answer
Date: 11/02/2022
Better Business Bureau:

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

Regards,

***** *****
Initial Complaint
Date:10/30/2022
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 paid 84.15 dollar for ***** ****** 5-Pc.Lip Envy Set on 26th Oct. Macy's canceled by order automatically. So I tried to re-order the items. Unfortunately, Macy's canceled my order immediately. The reason they gave me was that they were unable to verify information provided in connection with my purchase. It was incredible. Because I can place other orders on every website without Macy's.
I connected the live agent online. They told me to call ###-###-#### for the solution. So I call it and the manager Anna of that apartment told me I would get a solution within 48 hours via Email. But I didn't get any solution yet.
I thought it may already let me place the order, so I tried it again in this morning. But Macy's canceled my order immediately again. I connected the live agent again. Same as last time,they told me to call ###-###-#### for solution.
I think I cannot get any solution if I call it again. So I hope you can help me deal with this. I only want to place order online and they will not cancel my order in the future
Business Response
Date: 11/02/2022
****o ***** **,

We are in receipt of your Better Business Bureau issue regarding order **********. As a representative of Macy’s Executive Office, your correspondence was forwarded to me for further review and response. We apologize for any inconvenience you may have experienced with this order from 10/30/2022. We have also reviewed the multiple cancelled orders going back to 11/06/2020.

We have implemented many different security measures to ensure the security of our shoppers and our company. One of our security measures is to verify the billing information provided by our shoppers with the billing information on file at the issuing bank of the credit card used to place the order. Unfortunately, our Consumer Protection Department was unable to verify all of the provided information, and the order was cancelled. Please know that we take the security of our customers’ information very seriously. Our security policies are in place for the protection of our customers. We will continue to work diligently to protect our customers from unauthorized charges and to make the shopping experience with us as safe for our customers as possible. For further assistance regarding your order please call Consumer Protection Department to resolve this issue at ###-###-####. No charges were placed on your account.

Please be assured that macys.com makes every attempt to exceed our customers' expectations. Our goal is to provide every customer with top quality merchandise and service so that we may offer our customers the most pleasurable online shopping experience available. It is apparent in this instance we have failed to satisfy your needs and we regret disappointing you.

Again, we apologize for any inconvenience you may have experienced. If you have any further questions or concerns, please reply directly to this e-mail. At this time we have to notify the Better Business Bureau so they may begin to process what they have to in their office.

Best regards,

Brad S****

Liaison, Omnichannel Executive Office | Macy's, Inc.

9111 Duke Blvd | Mason, OH 45040

Office: ###-###-#### Fax: ###-###-####
Customer Answer
Date: 11/03/2022
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 representative of Macy's give me a phone number to solve this problem. However, I already called it and the manager Anna told me them would help me deal with it and email me the result. But I didn't get any response until now. So this is not useful. I hope they can work this out internally

Regards,

***** **
Initial Complaint
Date:10/30/2022
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.
To whom it may concern, my name is **** ******* and I have been Macys credit card customer since 1995 .
On June 7,2022, I noticed that there was a debit on my bank account statement for $238.33.
The payment was made to Macy’s online ( Copy of statement enclosed). I had just made a cash
payment in Macy’s the day before for $98.12 for my May statement ( due date June 13,2022).
As far as I knew, this was the only amount I owed Macy,s till that date. I had no bill/statement
totalling $238.33.
I contacted my bank, Fidelity, to let them know that I did not authorize any payment for
$238.33. They said they would investigate. I also called Macy’s and told them the same. The
representative I spoke to at that time said that they did not receive any such payment of
$238.33 from my bank. I reported this to my bank and on June 28,2022 Fidelity reversed
the debit and credited back the amount of $238.33.
Thinking this was suspicious activity on my account, and also on the advice of my bank, I
decided to close my Macy’s account and have them re-issue me a new card with a new
account number.
On June 30, 2022, Macy’s sent me a new statement under my new card number ( copy
enclosed ) showing a debit on my account for $238.33 less the $98.12 that I had originally
paid in cash for my May statement. Now, according to them, I owe $143.42.
Since then, I have made numerous phone calls and have spoken to numerous
representatives over the phone, trying to explain to them that this is an obvious case of
fraud. There was no statement for $238.33 and no purchases totalling that amount. I have
asked them for proof of such a purchase totalling this amount, or even a statement with this
amount and they have not been able to furnish me with such a statement. They have also
been charging me interest and late fees since then. I have also enclosed the latest
statement they have sent me. The total now is $ 179.26.
Please help me resolve this matter.
Business Response
Date: 11/15/2022
Please see attached response to the customers concerns received 10.31.22 (text of letter below)
November 14, 2022

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

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

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. (****).

We apologize for any confusion regarding the payment of $238.33 which was submitted on June 5, 2022.
On review of your account, we found the statement with the closing date of May 17, 2022, had a new
balance of $98.12 with a minimum payment of $29.00 due by June 13, 2022. A payment of $238.33 posted
to your account on June 5, 2022, and a payment of $98.12 posted to your account on June 7, 2022. The
payments, along with a purchase totaling $199.46 and a credit of $59.25, brought the new balance to a credit
balance totaling $98.12. On August 4, 2022, you opened a dispute regarding the payment of $238.33
which posted to your account on June 5, 2022. This payment was reversed on June 30, 2022 and returned to
your bank. The statement with the closing date of July 17, 2022, had a new balance of $143.42 with a
minimum payment of $29.00 due by August 13, 2022. This new balance includes the debit of the payment
for $238.33 that posted June 5, 2022, as well as the purchase of merchandise totaling $199.46, minus the
return credit of $59.25 and an interest charge of $3.21. The statement with the closing date of August 17,
2022, had a new balance of $177.92 which included a purchase for $34.50 made July 26, 2022. A minimum
payment of $29.00 was due by September 13, 2022. A payment of $34.50 posted to your account
September 13, 2022 and an interest charge of $3.29 was assessed to your account. The statement with the
closing date of September 16, 2022, had a new balance of $146.71 A minimum payment of $29.00 was due
by October 13, 2022. No payment was received and a $29.00 late fee as well as a $3.55 interest charge was
assessed to your account. The statement with the closing date of October 17, 2022, had a new balance of
$179.26 with a minimum payment of $63.55 due by November 12, 2022.

Further review of your account found on June 30, 2022, the payment for $238.33 which you submitted to
Macy’s on June 5, 2022, was reversed and credited back to your bank. Our review found that the current
balance on your account is valid. Enclosed are the relevant statements for your records and review.

This is an attempt to collect a debt and any information obtained will be used for that purpose .
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 listed below.

Sincerely,

Colleen B*******
Macy's Executive Office
Tollfree: ###-###-####
Direct line: ###-###-####

cc: Better Business Bureau

Enclosures
Customer Answer
Date: 11/16/2022
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: 11/17/2022
I am writing with regards to Complaint ID# ********.
The business, Macys, has written a long explanation of charges added and subtracted but they are not addressing the main problem. On June 7th an amount of $238.33 was taken out of my bank account as payment to Macy's online. As soon as I saw this on my bank statement I knew there was a problem as I did not authorize such a payment. I had just paid my recent Macy's statement amount of $98.12 in cash at the Macy's store in *********** ** on that same day. There was no way this was a legitimate transaction.
I immediately contacted my bank and told them that I did not authorize a payment of $238.33 and they said they would look into it. I also contacted Macy's and told them what happened and I was told that they had not received a payment of $238.88.I told Macy's to close my account fearing someone had used it fraudulently as I had my bank account information saved in my online account.
My bank then reversed the charges and I was credited for the $238.33.
Macy's, in the meantime,issued me a new card.
Imagine my surprise when I saw the amount of $143.42 ( That's the amount of $238.33 less the $98.12 I paid at the store with $3.21 interest added) charged to my account on my new card's first statement!
Ever since that day and even in previous conversations with Macy's representatives, I have asked them where the amount of $238.33 came from. I never had a statement sent to me with that amount because I never made purchases totalling that amount. Everytime I ask them to send me a statement with that total, they say they will send it and of course they never do.
All I've asked for since the beginning was proof. If according to them, they are owed this amount, why can't they show me the statement? I cannot believe they are charging me for purchases I never made!
Please help me resolve this matter as soon as possible.
Thank you,
**** *******
Business Response
Date: 12/02/2022
December 2, 2022

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

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

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. (****).

Upon receipt of your complaint, we reviewed your account and found that we previously responded to
Better Business Bureau complaint number ******** regarding this matter. We reviewed your account, as
well as our previous response (copy enclosed) regarding this matter and feel that we clearly addressed your
concerns.

We apologize for any confusion regarding the payment of $238.33 which was submitted on June 5, 2022.
On review of your account, we found this payment was reversed on June 30, 2022, and returned to your
bank. Further review of this payment found that it was made on macys.com via your online profile. To
make a payment through the online profile, you would have to log into your Macy’s account online. The
payment came from an account ending in 6749. Review of the statement with the closing date of June 16,
2022, shows purchases/other debts of $199.46, a previous balance of $98.12 and a return credit of $59.25.
The payment of $238.33 is the total from adding the purchases of $199.46 and the previous balance of
$98.12 and subtracting the return credit of $59.25. This payment of $238.33 was received on June 5, 2022,
and the payment of $98.12 was received on June 7, 2022. There is no statement available with a balance
owed of $238.33.

Further review found the statement with the closing date of June 16, 2022, had a new balance of -$98.12
with zero ($0.00) minimum payment due. This new balance was the result of the present balance of $98.12,
the credit of two payments $238.33 on June 5, 2022, and $98.12 on June 7, 2022, with a return credit of
$59.25 as well as purchases totaling $199.46. The statement with the closing date of July 17, 2022, had a
new balance of $143.42 with a minimum payment of $29.00 due by August 13, 2022. This new balance
includes the debit of the payment for $238.33 that posted June 5, 2022, and was returned to your bank on
June 30, 2022, as well as the purchase of merchandise totaling $199.46, minus the return credit of $59.25
and an interest charge of $3.21.

Review of the account new balance of $143.42 found this balance to be correct. This is the balance from
purchases charged to your account from May 17, 2022, through June 4, 2022, totaling $199.46. The debit
of the payment made June 5, 2022, for $238.33 caused the account to show the correct balance. This
payment was debited to the account as it was credited to the account on June 30, 2022. This debit of
$238.33 left the only payment made on the account as $98.12. This would leave a zero (0.00) balance and
with the addition of the purchases made for $199.46, the return credit of $59.25 and the addition of an
interest charge of $3.21, brought the new balance to $143.42. Please find the relevant billing statements
enclosed.

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,

Colleen B*******
Macy's Executive Office
Tollfree: ###-###-####
Direct line: ###-###-####

cc: Better Business Bureau

Enclosures
Customer Answer
Date: 12/02/2022
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,

**** *******

The business has not answered my main question. The amount of $238.33 was taken out of my bank account by someone other than me. I DID NOT AUTHORIZE IT. MY BANK STATEMENT SAID IT WAS AN ONLINE MACY'S BILL PAYMENT. I DID NOT PAY THAT AMOUNT TO MACY'S. I PAID MY BILL FOR THAT MONTH WHICH WAS $98.12.
Again, there is no reason for me to make 2 payments in the same month. $238.33 is not an amount I owed Macy's. Macy's said my bank took back the $238.33. What they don't mention is when they opened a new card for me, they once again put back the charge of $238.33 less the $98.12 I paid. Instead of finding out who illegally used my account, Macy's is giving a summary of my purchases and returns which eventually only leads to the amount of $98.12 which I paid (Proof attached above).
Initial Complaint
Date:10/30/2022
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.
I purchased a massage chair in ******** ** on 9/88/22 for a specified price to be deliverd on 9/28/22. Upon delivery the chair was missing a major component, the footrest, without which the chair is incomplete as a functioning unit. Accepted the chair without the footrest after contacting Macys customer service by phone before the delivery agents departed. At that time I re-scheduled the shipment to exchange the partial delivery for a full working chair and footrest to arrive on Oct 10,22. This same experience happened on the second delivery. I kept the chair from the first delivery an after contacting customer service again, arranged for a 3rd delivery/exchange. Customer informed me the the footrest could not be ordered as a separate unit, hence the complete re-scheduling of the entire unit. about 2 days before the 3rd delivery attempt, I contacted customer service to confirm the BOTH pieces would be delivered and was assured that this is what would happen. 1 day before the 3rd delivery, I was contacted by the local warehouse that the delivery was still incomplete despite the info from CS. I was also assured that the original order was somehow place incorrectly and had been corrected to include the footrest. After the warehouse conversation I called CS again only to discover that I had been given incorrect info earlier that same day. The sales agent had also contacted me to say he had made a mistake on the original order and the footrest would incur additional cost in a significant amount which I am not willing to pay as it is not in concert with my original agreement.
Business Response
Date: 11/21/2022
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,
Alyssa J*****
Liaison, Omnichannel Executive
Office | Macy's, Inc. | Macy's, Inc.
9111 Duke Blvd | Mason, OH 45040
Office: ###-###-#### Fax:
###-###-####
Initial Complaint
Date:10/30/2022
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.
On October 23 we purchased a large order online, in this we ordered a 3 piece duvet set, one of the shams is missing. We called “customer” support (Sunday 10/30 around noon) and I urge you to listen to the back to back calls, they told me to pack my entire order up not just the duvet to send back for compensation- we do not want compensation we want the items we purchased without having to pack up a shipment take it to a UPS store 20 minutes away and wait for a refund then REORDER the entire order which was more than just the duvet cover, and all we are missing is the sham. They refuse to send the pillow sham that’s missing out, this is not only false advertisement, but how can a company sell you a 3 piece set only give you 2 and then tell the customer it’s their responsibility to make it right? I don’t want compensation I want the correct items we ordered. The customer service is horrid. I spoke to supposed supervisor Loren who literally screamed over me and wouldn’t even listen, then called back and after asking about 15 times from an Aaron spoke to Ken, another supposed supervisor that did absolutely nothing but tell me it’s my responsibility to make this right, not Macys. Unacceptable. I will dispute this charge as it did not come as advertised and the company will not correct this by send the missing items. The credit card account used was in my husband **** ****** name. And another thing, every person I spoke with that they transferred me to asked my HUSBAND if I had permission to speak, this is also unacceptable. This shows they do not even care enough to pass messages along, causing the customer more frustration by having to repeat themselves to every person that will not help. And the lack of empathy is pathetic, this company doesn’t care what they send to customers. We will shop local from this point forward, and I will be sharing this experience with every person I know.
Business Response
Date: 11/03/2022
Dear **** *****,

We are in receipt of BBB complaint # ******** for **** ****** ******. We have spoken to the referenced customer and have carefully reviewed all matters as expressed in the complaint. The customer has informed us that she is not listed on the order in question, but her husband is. We have asked for her husband to contact us regarding this matter but at this time he has not done so. We are more than happy to assist the customer should they contact us back but until such time, we consider this matter closed. Thank you.

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