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.
1,468 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:10/26/2022
Type:Billing 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 4/30/2022, online, I purchased a mattress (Sales check #: ********)

Received a letter from Macy’s dated 5/3/2022 that states, "Enclosed is a copy of your sales check and your Gift Card redemption form. Simply follow the instructions on the enclosed redemption form to receive your bonus gift" - The redemption form states "Choose your purchase from the following collections" - The very first collection listed is "******** ******". - The description of the mattress, as described on the sales check Macy's supplied, is "** *** ******** *** *****"

I submitted the redemption form & received a confirmation email of the submission on 6/20/2022

On 9/26/2022, after not receiving the rebate, I emailed “cs@mattressgwp (dot) com” - "Gentlefolks: I have not yet received the rebate associated with the attached email. Can you help? Thank you ... ******"

Received a reply - "Thank you for your inquiry. According to the mattress model# on your salescheck it was not a qualified model for that promotion"

I responded - "I'm sorry but Macy's informed me that my purchase is a qualified purchase. Please see the attached letter from Macy's to me" and I attached the 5/3/2022 letter noted above.

They replied - "That is a form letter they send to everyone who makes a purchase during the event. However we will send a copy of your receipt to Macys corporate, who we work for, and ask them to please review it"

They send letters to customers with a redemption form telling them to submit it to receive a rebate when their purchase doesn’t qualify for the rebate? Nowhere is a model # mentioned, it just requests a purchase confirmation of an "******** ******" mattress - that I did, in fact, purchase

Next response from “cs@mattressgwp (dot) com” is - "We just heard back from Macys corporate and they are confirming that the mattress purchased was not part of the promotion and if the store promised you a gift card they suggest taking it up with them"

Purchase was online, no store involved
Business Response
Date: 11/03/2022
I am in receipt of complaint number ******** and have contacted the customer. A gift card in the amount of $100.00 has been ordered and will be mailed to the customer within ten to fourteen business days. Macy's considers the issue resolved.
Customer Answer
Date: 11/05/2022
Better Business Bureau:
I have finally received the $100 gift card that Macy's offered when I made my purchase and, in reference to complaint ID ********, I find that this resolution is satisfactory to me. Thank you BBB.

Regards,

****** *****
Initial Complaint
Date:10/25/2022
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 purchased the worry no more warranty with my sectional about less than 2 years ago. I submitted it in a timely manner and explained that the sectional was making noise that was not there before. When the technician came, he only stayed a max of 5 minutes saying that he has to visually see the issue before he could file a claim and to wait about 5-7 business days to receive a call back. I waited and waited, over 2 weeks go by and nothing. I called today, 10/25 and spoke to a person name ************ who was very rude. She kept saying the same thing over and over saying that they can't take my word for the issue and they can send another technician and if that technician doesn't see anything wrong with it, then there is nothing that can be done. I tried to tell her about the experience with the technician but she wasn't having any of it and saying I kept talking over her and was rude to her and wasn't listening. This is by far one of the worse experiences I've had and even asked to be transferred to a supervisor. She refused that even. When I first purchased this warranty, I was told pretty much everything was covered including the frame and inside parts. This is no worry no more warranty but more to worry about. If I had known this, I would never have purchased this warranty on top of having to wait a ridiculous amount of time to get this sectional in the first place nothing has been pleasant about this experience. I would really like this addressed especially how this person spoke so rudely and belittled me and made me feel like I was spoken to as a 2 year old.
Business Response
Date: 10/27/2022
We are in receipt of complaint ******** concerning sectional piece making a weird sound. Our consumer identified the sectional piece causing the noise. We have agreed to exchange the piece for our consumer as a courtesy accommodation. The piece is on back order but is expected to arrive at our warehouse on 11/15/22. Once we have received the piece into our inventory we will contact our consumer and schedule a delivery date.
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: 10/27/2022
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:10/25/2022
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 ordered a pinky ring online order #********* and it did not fit. I returned it less than 24 hours after receiving it the next day and they sent it back saying I damaged it. It doesn’t even fit me. When I try to use the chat feature online they just kept transferring me over and over and when I called they say you can’t do anything about it because you damaged it. This is ridiculous. It is exactly how they sent it to me. If it was damaged then they sent me it damaged. I just wanted to get a bigger size because it doesn’t fit me. And I have small hands. I think they just sent me a damaged item and now don’t want to refund it.there are also no scratches on it this is a lie.
Business Response
Date: 11/09/2022
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.
Customer Answer
Date: 11/10/2022
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:10/25/2022
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.
bought a ****** chair with a 7 year worry no more premium plan will not fix it on phone for 2 days and 3 hours working on this.
Business Response
Date: 10/31/2022
We are in receipt of complaint ******** concerning a power recliner chair purchased in 2016 that just stopped working. Upon reviewing the issue we agreed to provide our consumer with a monetary accommodation and a discount towards a replacement. We have advised our consumer to allow 7 - 10 business days for processing the accommodation and 3 - 5 business days for delivery by USPS.
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:10/25/2022
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 placed an on line order with Macy's #********** on Oct 3. It was a bottle of ******** Moisturizer and a bottle of **** *******. Both items came with some free perfume samples. Oct 8 I received the free samples. I waited about a week to check where the balance of my items were and web site said UPS has not created label yet. Waited another few days, still same thing. I called on Oct 18. I was told by IRA, she will call me on Oct 21 @4pm. Nothing. I called on Oct 22 at 1pm to Jay. She said a refund is being processed, but could not produce a confirmation, but will email me. Nothing again. I called again today 10/25, spoke to Margo, said product was shipped out on 18th and I would have to wait until after 27th to contact again. She then said the refund has been processed. I asked her which is it, sending out another order or refunding me? She said refunding, I asked to speak to a manager 3 times, and every time she refused and said they would just tell me the same thing. Margo said she would call me 24-48 hours after 27th, I told her I've heard that before. I turned all my autopay off on my Macy's account as I am not paying for something I never received. I really need some help resolving this. This charge is $141.46
Business Response
Date: 10/27/2022
Dear *** *****,

We are in receipt of BBB complaint number ********. After reviewing the information provided, I have processed the refund. The customer has been advised and 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: 11/07/2022
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,

***** ****
Thank you for resolving this. I have been unable to respond to any of your emails. Today hopefully will work. Thank you for your help in this matter. I have received my credit.

-***** ****.
Initial Complaint
Date:10/25/2022
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.
Hello- I placed an order this Sunday on the 23rd using a gift card and my macys credit card. Initially I tried placing the order multiple times online but, it seem that there was issues with the system online which is why I ended up calling to place the order- I was even given a confirmation number but, because I was guaranteed and email with my confirmation I decided to not write it down. It's been 2 days with no email confirmation and after calling again it seems the order was not placed and must have been some error on Macy's part. I placed the order with $18 and change gift card for an item I had returned previously as well as my macys credit card. The person I spoke with told me they wouldn't be able to honor the pricing for the clothing I wanted to purchase on Sunday as well as honor the gift card that I disposed of thinking that it was used on this purchase. I would like to be honored the pricing from the purchases this Sunday the 23rd as well as for the gift card.
Business Response
Date: 10/28/2022
Dear ******** ******:

I am writing you on the behalf of the MACYS Inc /
Bloomingdales Executive Office regarding your recent BBB complaint.

Please
accept my sincere apology for the inconvenience you experienced when your order
attempts didn’t go through. I will be more than happy to honor the prices and
the gift card for this, may you please send me the WebID of the items you were
interested in purchasing. Once I receive
this, I will be able to get this order placed for you. 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: 10/29/2022
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.

I really do appreciate it that you are honoring the prices. I did try talking to customer service and explained that I had spent 16 minutes on the phone with the representative gave her all the items and she gave me the confirmation number but, me in confidence assumed that there wouldnt be any issues and didnt write the confirmation number. Thank you again for honoring the prices as well as the gift card- im not sure what information you would need from me to honor the gift card but, it was based on my last purchased which I return and got a gift card for $18 and changed as stated I disposed of the gift card. There are 4 pairs of jeans- 2 jeans on one picture I have the sizes and colors I wanted to purchase. The balance should go on my macys credit card. Please feel free to give me a call ###-###-#### or email me to my personal email ***[email protected]. Thank you once again.

Regards,

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

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.

Regards,

******** ******
Hello,
I didn't hear back from the vendor, and it stated on the website to contact yourself if I don't hear back. Can you please advise next steps?
Kind regards,
********

Business Response
Date: 11/03/2022
Dear ******** ******:
I will need an order number please of the original order that was canceled. Or if the order didn't go through, I will need the WebID number to locate the item you are interested in. I will then be able to honor the price from the date of attempted purchase. Please let me know if you have any questions or concerns.

Regards,

Dakota B*****
Customer Answer
Date: 11/03/2022
No reply back, sent information over haven't received any communication.
Customer Answer
Date: 11/07/2022
Hello- Per previous response I sent over attachments with the items requested as well as more information. I also gave my information email and contact to be contacted if needed.
Kind Regards,
***
Business Response
Date: 12/01/2022
Hello,

I am
here in office until 3pm then tomorrow from 8 to 8pm. Please let me know when
a good time will be to call you, to replace the order. Please let me know, I hope you have a good day.

Regards,

Dakota B*****
Initial Complaint
Date:10/25/2022
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.
Missing item I paid for.

Placed an order with macys.com Order #********** on oct 9th.

Order arrived sealed. But one item was missing which had a value of $37. Instead of cancelling the order which could not be fulfilled because the item was out of stock, the packing person included a completely different item which i did not order and have no use for and it is $18 of value which is less than the item i paid for but did not receive. I waited a few days, and no additional items have arrived. I contacted macys.com explaining the situation. The representative offered a $5 sorry for the issue. I cannot even return the order, as they will ask for the item i never got in the first place. Macys needs to instruct their employees not to send an incomplete order or just cancel it instead of doing this shady practice. Attached is the sample perfume I never ordered or wanted which was given in place of an item i paid, which doesnt even match the amount. As well as a screenshot of a conversation with a rep
Business Response
Date: 11/22/2022
Dear **** *****,
We
are in receipt of Better Business Bureau Complaint ID ********. We have
communicated with *** ******* via email and have requested additional information. At
this time, *** ******* has not responded. At this time, we consider the matter closed;
however, if the requested information is provided, I remain available to
further assist. Thank you.
Sincerely,
Alyssa J*****
Liaison, Omnichannel Executive
Office | Macy's, Inc. | Macy's, Inc.
9111 Duke Blvd | Mason, OH 45040
Office: ###-###-#### Fax:
###-###-####

Customer Answer
Date: 11/29/2022
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 WAS NEVER EMAILED BY MACYS AS A RESPONSE TO MY COMPLAINT. I DID RECEIVE A STANDARD EMAIL TO LEAVE A REVIEW OF AN ITEM I DID NOT RECEIVE WHICH IS ANOTHER JOKE ON TOP OF HOW MACYS HANDLED THIS ISSUE.

Regards,

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

Business Response
Date: 12/04/2022
Dear ******** *******:

I am writing you on the behalf of the MACYS Inc /
Bloomingdales Executive Office regarding your recent BBB complaint. I am truly
sorry for the delay and the inconvenience this has caused, I understand that
you didn’t receive one of your free gift with purchases, was it the ********
Liquid Facial Soap? Once you confirm which item you didn’t receive I will be
more than happy to ship it to you to the address we have on file from order #
**********. Please let me know if you have any questions or concerns I look
forward to hearing from you soon, I hope you have a good day.

Regards,

Dakota B*****
Customer Answer
Date: 12/07/2022
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:10/25/2022
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 on August 18, 2022 two pair of earring for my grand-daughters birthdays, both recently moved to another state. I found out one grand child (birthday in June) did not have her ears pierced so I returned one earring. The second grand child's birthday is October 31, as I am packing the earrings, I decided to put the earrings in a charm box and realized one of the earrings did not close (the clamp is defected) so I went to exchange for the same earring to send for my grand daughters birthday. I went to Macys on October 21, 2022 to be told I have to return the earrings first then purchase, the return would not process because there is a 30 day return policy (unbeknownst to me). I can respect the 30 days if there was nothing wrong with the earring but I purchased damaged jewelry and being forced to keep merchandise that I will never be able to use as well as not being able to send the gift I purchased for my grand child for her birthday (11 years old). I have experienced defected earrings before and lost earrings while the earring was in my ear because the clamp was malfunctioned but did not make a complaint (this happen to me twice throughout the years), however, I cannot ignore another damage piece of jewlery and waste my funds for poor merchandise. The earrings is $95.81, Merchandise No *********984. I asked about the return policy upon purchase and was told yes it can be returned as long as I have my receipt. I have been a long time card holder/customer of Macys and cannot pay for damaged merchandise. I am extremely disappointed with Macys because lately my purchases, refunds and merchandise is not of good standards. Yes, I would like to return the earrings and receive a refund on my account.
Business Response
Date: 10/28/2022
Dear **** *****,

We are in receipt of BBB Complaint ** ********. We have spoken to Michelle Yates 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 ** ********, and find that this resolution is satisfactory to me.

Regards,

******** *****
Initial Complaint
Date:10/25/2022
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 ordered multiple items from Macys.com on 9/30/2022 order #*********2. When shipment arrived (10/12/22) two items from the order were missing: Web ID: ******** and Web ID: ********. I called customer service on 10/15/2022 and was told the items would be shipped to me. I received item Web ID: ******** on 10/18/2022. I again called customer service on 10/18/2022 and was assured item Web *** ******** would be shipped and I would receive a confirmation email within 24 hours. I never received an email. On 10/25/2022, I reached out to customer service via online chat and asked again that the item be shipped. The virtual customer service rep said he took care of the issue. When I check my order #*********2 online now, it says replacements are in process, but I need to return original items by 11/22/2022 or I will be automatically charged. I never received an original item in the first place since it was a missing item! I would like item Web *** ******** to be shipped to me and for the return stipulation to be removed (and removal reflected on account) as there is no item to be returned.
Business Response
Date: 10/28/2022
Dear ***** ******:

I am writing you on the behalf of the MACYS Inc /
Bloomingdales Executive Office regarding your recent BBB complaint.

Please
accept my sincere apology for the inconvenience you experienced when you didn’t
receive all the items from your order * **********. I do understand you
received an email asking to return the other items and I can ensure you that
you won’t be charged again. The notes in the order shows credit was processed
on October 25th, 2022 and a refund for $53.00 has been issued.
Please let me know if you are still experiencing any issues with this order, I
will ensure the proper coaching goes back to the agents you were working with. As
a valued customer we appreciate your feedback, and hope you continue to shop at
Macy’s.

Ms. ******, 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,

****** ******
Customer Answer
Date: 10/31/2022
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:10/25/2022
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 made a purchase in store on October 1 2022 of at the *** ***** **** location. This was an **** 1 carat diamond fashion ring for 1074.78 .I placed 300 on macys card 774.78 on **********. On 10/11/22 I attempted to return in store, an was told that although I had the ring, the tags and box and receipt, because the tags were not attached on the ring I could not return. This policy has never been stated to me on any jewelry purchase! So I contacted macys customer service who stated I was well within my rights to return this item, and emailed me a return shipping label and I shipped back 10/12/22 ring the tags the box and receipt as I was instructed. Macys received the item on 10/17/22 per UPS tracking and signed by someone named Santiago. Macys acknowledged that they received but no refund! There is a language barrier with their customer service and no resolution.
Business Response
Date: 11/03/2022
We are in receipt of BBB complaint # ********. The issue involves
the customer’s request to return upc ************ Diamond Ring purchased from
the ******* *** ***** store on 10/1/22. Due to the tags being removed from the
ring, the request to return the ring was initially denied as per company policy.
The customer states that she was told by Macy’s online customer service that
the ring could be returned.

Due to the customer being told by Macy’s that the ring could
be returned, the *** ***** store manager is reaching out to the customer to handle
the return of the diamond ring.

Customer Answer
Date: 11/04/2022
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,

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

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Macy's is NOT a BBB Accredited Business.