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

5,227 total complaints in the last 3 years.
1,467 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:10/30/2022
Type:Delivery 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 some Gucci sunglasses. I contacted Macys and klarna and to no avail. I never received my item and I am still being charged for items I never received.
Business Response
Date: 11/02/2022
We are in receipt of BBB ** ********. We have reviewed the complaint and order. Due to the age of the order, it is not possible to determine the exact possible delivery date. Customer did call in at the approximate end of the 30 day time frame to report the item as a non-receipt. We are issuing as a one time accommodation for the customer a complete price adjustment and have notified the customer as well. We are closing the issue.
Business Response
Date: 11/07/2022
We are in receipt of BBB ******** ********. We have previously submitted a total price adjustment for the customer. We have confirmed the funds have been released and notified the customer. We are closing the issue.
Customer Answer
Date: 11/07/2022
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:10/29/2022
Type:Delivery 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 had a Macy's instore pickup order with the order number ********** .
I went to store to pick up this order on October 10th, and after waiting close to 30 minutes, they weren't able to locate the order. They got my information, and told me that they will get in touch with me for the refund. Then the next day, Irma from the store called me (I am attaching the transcript of the voice mail). I called the store next day to talk to them, they were not in the store. I called again on the week of October 17th, couldn't reach to them.
Then I didn't hear back for a while, and today when I checked website for the refund status, the orders status now shows as "Picked up: Oct 18, 2022".
I never picked up the order, and if you can reach out to the employee who called me (Irma from ********* store), they would very likely confirm that .
Business Response
Date: 11/01/2022
Dear **** *****,

We are in receipt of BBB Complaint ID
18332989. We have communicated with ***** **** via email and have resolved all matters as expressed in the complaint. Based on this, we consider the matter closed
satisfactorily. Thank you
Customer Answer
Date: 11/01/2022
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:10/29/2022
Type:Service or Repair 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 bought a sectional sofa from Macys.com on 9/5/2022. When I received my bill, there was a $368.00 charge for a "Worry No More" warranty which I do not want & did not purchase. I attempted to rectify the problem via telephone on 2 separate occasions and was frustrated both times by multiple call transfers to more people who could not help me and who were definitely hampered by a language barrier. I then tried to have the charge removed by opening a dispute online which turned out to be even more frustrating! They closed my account & sent me a new card. They informed me that they are disputing a charge $2652.12 which would be the total of my purchase...which I am not disputing. I only want the warranty charge removed because that is an incorrect charge. I have corrected that several times in writing in their "secure message" center, yet they do not seem to understand. After another attempt to correct them yesterday, I received a reply stating: "as a credit service e-mail agent, I have limited access to your request." They then suggest that I call a number between 8am & 7pm. (I work 7am-7pm daily). How can this be possible if that is one of the avenues they offer for resolution! This has been dragging on since the beginning of September and I am beyond frustrated. It was their error, and they make it impossible to have the charge removed.
Business Response
Date: 10/31/2022
Dear **** *****,
We are in receipt of complaint ID # ******** filed by customer, **** ***** ***. The customer requests to cancel the extended warranty protection on her furniture. We contacted the customer to advise we will cancel per her request and send email confirmation. At this time, Macy's will consider this matter closed.
Thank You,
Sincerely,
Macy's Executive Office
Customer Answer
Date: 11/05/2022
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,

**** ***** ***
Customer Answer
Date: 11/07/2022
I was amazed at the swift response that the BBB elicited from Macys.com! I have been going round and round with them since the beginning of September with no results but with tons of frustration! I received a phone call from Macy’s within 48 hours of filing a complaint with BBB and they promised to resolve the dispute to my satisfaction. I haven’t seen the results as of yet but she said it would take 1 to 2 billing cycles to reconcile. Thank you again for your intervention it is great to know that you are such a helpful resource in situations such as this. Sincerely, **** ***** ***
Initial Complaint
Date:10/28/2022
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.
On october 12th, 2022 i placed an order for two garment bags with macy's for $40 on october 16th thwy claimed they were delivered to me- they were delivered to a store. I spoke to **** at Macys on october 16th and he agreed to issue a refund. On october 28th macys emailed me and denied a refund claiming (falsely) that the item was delivered to me. The UPs tracking number- ***************** indicates the items were sent to franklin park illinois- i live in bronx ny.
Business Response
Date: 11/01/2022
Dear Ms. *****,

We are in receipt of Better Business
Bureau Complaint ** ********. We have contacted Mr. ****** and have resolved all
matters as expressed in the complaint. Based on this, we consider the matter
closed.
Thank you.
Business Response
Date: 11/01/2022
Dear Ms. *****,

We are in receipt of Better Business Bureau Rebuttal Complaint ** ********. We have
contacted and advised Mr. ****** that all matters have been reviewed and resolved of his original complaint. His credit has been processed and he has been advised this will reflect back to his original form of payment within 48 -72 hours. The customer believes that these
actions are not sufficient until he can confirm such credit on his account. Again, Ms. ***** we believe are actions are more
than equitable and we consider the matter closed satisfactorily and will not be addressing any additional rebuttals concerning the matter.
Thank you.
Customer Answer
Date: 11/02/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
once again the lat email from macys was that they were charging me for merchandise they claimed was delivered. it is clear keystone cops work for macys and I may seek a plenary action in a court of competent jurisdiction for their unjust enrichment and cartoon thin clowning customer care.

Regards,

***** ******
Initial Complaint
Date:10/28/2022
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 queen size new sealy posturepedic mattress and boxspring from Macy's in **** ****, ********, with the "worry no more warranty" and was promised the mattress was covered for ten (10) years. However, in two years and seven months, the inner coil came loose and there was excessive sagging in the middle of the mattress. When I tried to enforce the warranty, Macy's refused due to a one inch stain on the mattress, despite the manufacturers defect. I purchased an expensive warranty and mattress cover to protect against precisely this event. I paid $783.12 for the mattress which was delivered on March 7, 2020, and noticed the defect on October 13, 2022. The sales check number is ************.
Business Response
Date: 11/08/2022
We are in receipt of complaint ******** concerning consumer's mattress purchase that was becoming defective after only 2+ years of use. After reviewing the issue we were able to replace her mattress set at no additional cost to our consumer.
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
Initial Complaint
Date:10/28/2022
Type:Delivery 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.
My partner who made the purchase first initially contacted on 10/11. The package was delayed due to the hurricane which is understandable but after showing delivered on the tracking I still did not receive the package I figured this might be due to the hurricane again with some sort of delay. When my partner contacted on 10/11 he spoke with ******** was told a refund had been initiated and there would be a response in 24-48 hours. No response. He contacted again on 10/14, this time he was told that they could not do anything and that I would have to contact since it was addressed to me. I myself contacted them on 10/25 and was told a refund had been initiated and was told to wait 24-48 hours. No response.
Business Response
Date: 10/31/2022
We are in receipt of Better Business Bureau Complaint ** ********* We have resolved all matters as expressed in the complaint, and the customer can see their refund within 7-10 business days. Based on this, we consider the matter closed.
Business Response
Date: 11/01/2022
An email was sent to the customer on 10/31/2022 at 1:36pm EST confirming the refund was processed and the timeframe to allow this to reflect in the customer's account. We consider this matter resolved.
Customer Answer
Date: 11/08/2022
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. Albeit, I am disappointed it took submitting a BBB complaint to come to this conclusion.

Regards,

***** ********
Initial Complaint
Date:10/28/2022
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 sofa in November of this year. Model 1807338 - Description: Heavenly Mocha-sofa, delivered November 16, 2022 from Macy''s ****** Warehouse. This is a stocked item! It was delivered on an unmarked truck, ( without store logo), wrapped in compressed air plastic bubble wrap, instead of cardboard cartons. I thought it was odd, but I allowed them to deliver it anyway. I asked where are the boxes, the delivery men said this is how it comes. (The sofa was a brand new purchase , not a used item).

Several months later, (in May) I noticed I was being bitten by something I thought were mosquitoes. I decided to further examine the new sofa. I moved the cushions, and noticed bugs coming out from it. I reported it to Macy's immediately,

Finally, Macy's customer service set up for the warehouse to take it back June 8, 2022. the drivers saw the bugs, and said they couldn't, take it back, because it would contaminate the merchandise on the truck. They had to leave it. I had to dispose of it myself.

I tried to get a resolution, and a refund, several months later, on 9/19/22, I was given some of the money back. I asked for a complete refund and was told its was not a Macys problem, its a warehouse problem. And that the warranty is null and void after three days after purchase in the case of bug contamination. I feel
this was a deliberate attempt to sabotage the warranty.

I believe that I was scammed for a total of $800.00 dollars, The responsible parties knew the warranty would not be honored. I'm asking for all responsible parties to be held accountable, and I would like a full refund.

Thank you.

P.S. Will provide supporting documents at a later date.
Business Response
Date: 11/04/2022
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.
Raynetta N******
Liaison, Omnichannel Executive Office | Macy's, Inc.
9111 Duke
Blvd. | Mason, OH 45040
Office: ###-###-#### Fax: ###-###-####
Initial Complaint
Date:10/28/2022
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.
Macys told me I would be receiving a refund for the credited amount of $279.53, however I received an email stating I would not receive a refund and that my address is blacklisted. This is unfair because I was told my item wasn’t delivered and that I would be credited for the order. I think this is extremely unprofessional as this gift was for my friend whose birthday is soon. If a customer is promised a refund they should honor it as they made a promise
Business Response
Date: 10/28/2022
Dear *** *****,

We are in receipt of Better Business Bureau Complaint ID ********. We have contacted ******* ********** and have reviewed all matters as
expressed in the complaint. Macy’s has denied the customer’s request for refund
due to proof of package delivery. We believe are actions are more
than equitable and consider the matter closed satisfactorily.
Thank you.
Initial Complaint
Date:10/27/2022
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.
On October 16th 2022 I ordered a ***** ******** jacket. The jacket was supposed to be sent to my son at ***** ****** ********** **. The jacket never made it to the address and was sent back to Macy’s. I called Macy’s Customer Service asking for a refund. I was told by the customer service agent that I could not get a refund because the jacket wasn’t to my home address and it’s store policy. I want my money refunded to the credit card I used. The total purchase price was $83.75. Order number ***********
Business Response
Date: 11/04/2022
We are in receipt of BBB Complaint #********. We have resolved
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:10/27/2022
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.
Date of transaction: 06/24/2017
Bought Worry No More warranty service when we bought furniture from Macys. The sale representative told us about this warranty service and misrepresented the information. He told us that if we do not use the warranty service for the duration of 5 years from the purchase date, we will get a refund of $500 in the form of the Macys furniture store credit. I called Macys furniture now and was informed that I only had 90 days from the 5 years completion to be able to do so.

When I was sold the policy- I wasn’t told anything like that and was told that whenever I am ready to mark the purchase- I should give a call to the furniture team to do so. This is false advertising and Macys finding ways to making money by deceiving.

Would appreciate your help to fix that and get my due refund back- either pay me back the cost for the warranty or I am okay with furniture store credit as well which I can use to buy furniture from Macys again.
Business Response
Date: 11/01/2022
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: ###-###-####

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Macy's is NOT a BBB Accredited Business.