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:10/24/2022
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 attempted to place an order online and macys website would not accept a macys gift card at check out. (I am enclosing a snap shot of the order). I called the customer service number on the check out page, and the call connected but I only received loud static. Later in the day, I contacted customer service who then tried to charge me about 40% more than the on-line prices and hung up on me when I requested a supervisor. I called back and was told there wasn't a supervisor I could speak with. I called the macys Ohio phone number listed on BBB website before filing this complaint, with the hope of getting actual assistance but it also connected to the same customer service as the 800 number. I explained the situation to the rep. and I was told her "lead" said to file a complaint with macys and the call was disconnected. Seriously? This seems like a bait and switch. I can't check out with your own gift card and then you try to charge me almost 40% more?! Really macys. I called hours later in the same day not days or weeks later, plus I tried to call immediately after placing the order. End of statement.
Business Response
Date: 10/25/2022
Dear Ms. *****,

We are in receipt of Better Business
Bureau Complaint ** ********. I have left a voice mail and immediately followed up with an email to Ms. ****** advising her that she was attempting to submit her Gift Card information into the incorrect payment field as her screen shot indicates. I forwarded the correct instruction as well as my direct contact information if additional assistance is required. That being said we have resolved all
matters as expressed in the complaint. Based on this, we consider the matter
closed.
Thank You.
Customer Answer
Date: 10/31/2022
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: The only option given me to complete the order was to leave ALL of my credit card and other personal information on a voicemail or send it in an email. While I am sure Mr. **** is an honest, upstanding person and my trust issue is not with him personally, I would be taking a huge risk by completing a transaction in such an unsecured manner. I have used the gift card on-line for other items and going forward, I will not be shopping at macys. Thank you for your assistance with this matter, it is appreciated.

Business Response
Date: 10/31/2022
Dear Ms. ******

I am in receipt of rebuttal complaint *********. I have on several occasion communicated via phone voice mail and email with Ms. ****** and have carefully reviewed all matters as expressed
in the complaint. I have explained to Ms. ****** that I would be more than happy to place a new order at the original prices but would need additional payment in conjunction to the gift card she wanted to use. I offered the option for Ms. ****** to leave me her information via voice mail or email as she has not answered or returned communications via phone. Additional research has indicated that Ms. ****** has used her original gift card in question to place an alternate order for alternate items which exhausted the value on October 29, 2022. At this point,
there is no additional remedy and her repeated contacts /rebuttals will produce
no different result. We are closing the issue and will not be addressing this
matter again.
Thank You.
Initial Complaint
Date:10/24/2022
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 returned an item to Macy's and via *** ** and they are stating that they have not received the item. I have the tracking number and have confirmation that the item was sent. Your help and assistance getting my money returned is much appreciated. Thank you. Below is the confirmation number from *** **: ************ for the returned item.

Please let me know if you have any questions.

Thank you.

***** *********
###-###-####
Business Response
Date: 10/28/2022
Dear ***** *********:

I
am addressing this issue on behalf of MACYS Inc / Bloomingdales Executive
Office.

Please
accept my sincere apology for the inconvenience you experienced when you
returned your order via ***** and haven’t received a refund. I will be more
than happy to issue credit back to you, I will just need the order number
please. Once I receive this, I can process your credit and ensure the proper coaching
goes back to the agents you were working with. I look forward to hearing from
you soon. 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*****
Initial Complaint
Date:10/24/2022
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 ordered some ******* online. I received the 5 mint ones in one box, which were fine. The raspberry ones came separate, but there were perfume sample sheets in the box which stunk up the candy. I called, and the rep told me to toss them and she'd send a replacement. I received an email to that effect. I got online last night and found out that UPS gave the package to USPS, and that USPS supposedly tried to deliver it yesterday (Oct. 23) - I was home all day and no one came - and that they left instructions. They did not. So I called Macy's and the rep said she'd send another replacement. I did not get a confirming email. I called again today, and keep getting the run around. They tell me it'll be delivered Wed. or Thurs., but it doesn't say that anywhere on the tracking info. What is going on????? All this for one box of candy!
Business Response
Date: 11/04/2022
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
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,

***** *****
Initial Complaint
Date:10/24/2022
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 bought something $18.21 in Macy's on Aug 31,2022. I received the Macy's Star Rewards credit card bill on Sep.12, 2022 and was notified the payment due date on Oct.1, 2022.

I returned this item on Sep. 12, 2022 so my account balance before Oct. 1, 2022 was zero.

But I received next bill from Macy's Star Rewards on Oct.14,2022 that I was charged $18.21 late payment fee though in this statement there was a return receive record of $18.21.

I called Macy's Star Rewards customer service on Oct. 23, 2022 to understand what happening, I got the late fee waived but Macy's Star Rewards charged me extra $2 process fee.

This is ridicules cause this was not my mistake but macy's star rewards, and such mistake wouldn't happen in any other credit card company.

This is not simple of the problem but Macy's Star Rewards needs to change their process in the future and the attitude to communicate with its customers.
Business Response
Date: 11/04/2022
November 4, 2022

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

RE: Macy’s Store Account ending in ****
Better Business Bureau complaint ID #********

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

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

Upon receipt of your correspondence, we reviewed your account and confirmed that the required minimum
monthly payment due was not received for the payment due date of October 1, 2022. In accordance with
the Credit Card Agreement (Agreement), late fees and interest were charged to the account during each
month a payment was due, but not received.

Our research shows the monthly billing statement with the payment due date of October 1, 2022, had a
balance of $18.21 with a minimum payment of $18.21 for which no payment was received. We confirmed
the purchase of $18.21 was returned on September 12, 2022, however, on the same day you made additional
purchases totaling $44.40. Although you returned $15.27 of the new purchase, there was a balance from
that purchase of $29.13. As stated in our **** Agreement, the return would be considered a credit on the
November 2022 billing statement, not a payment. Because a payment was not received by the payment due
date, a late fee and interest was charged to the account. Therefore the monthly billing statement with the
payment due date of November 1, 2022, had a balance of $47.34 with a minimum payment of $47.21.

By using your account, you consented to the terms of the **** Credit Card Agreement, which governs
the use of this credit account, and includes your promise to pay for all purchases as well as other charges
mentioned in the Agreement including interest charges and late fees. As stated in the Agreement a late fee
is charged to an account when the minimum payment due is not received on or before the payment due
date. Also, if the balance is not paid in full every month, an interest charge is applied to the account.

I confirmed that a $2.00 processing fee was not assessed to the account.

Although all fees were correctly assessed to your account, as a courtesy the late fee of $18.21 was credited
on October 23, 2022. We apologize for any inconvenience you may have experienced as a result of this
matter however we are unable to compensate you as you requested.

Thank you for bringing your concerns to our attention and giving me the opportunity to respond. If I may
be of further assistance on another matter, please do not hesitate to contact me at the telephone number
listed below.

Sincerely,

Nadine R*******
Macy's Executive Office
###-###-####
###-###-####

cc: The Better Business Bureau
Initial Complaint
Date:10/24/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Better Business Bureau:

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

Please delete this account as it’s not mine I have no knowledge of this account

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

Sincerely,

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

Business Response
Date: 09/26/2022
Please accept this
notice that we are investigating the customer’s concerns. We will respond
directly to the customer, if applicable, via phone, email, or mail within 15
days.
Business Response
Date: 10/14/2022
Please
accept this notice that we are investigating the customer’s concerns. We will respond
directly to the customer, if applicable, via phone, email, or mail within 15
days.
Customer Answer
Date: 10/24/2022
I am not liable for this debt with ********-******** ******* and do not have a contract with ************* N.A.
They do not provide me with the original application like I asked.
Business Response
Date: 11/09/2022
November 8, 2022

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

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

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. (****).

Please know **** complies with the rules regarding credit bureau reporting. Notification regarding the
information which may be reported for your account is included in the **** Credit Card Agreement,
which states we may report information to the credit bureaus, including late payments, missed payments,
or other defaults on your account. In addition, cardholders are reminded of our credit bureau reporting as
we include the following text in a boxed format at the end of our annual privacy notice disclosure which
is supplied to cardholders:

As of the date of this letter, the information below is currently reporting for this account.

Open Date: January 20, 2018
Last Purchase Date: June 4, 2018
Last Payment Date: May 12, 2018
Charge Off Date: December 18, 2018
Balance: $2,043.26

As evidence of the account’s activity, enclosed are the monthly billing statements with the closing dates
of February 14, 2018, through December 17, 2021, for your records and review.

It is not ****** policy to remove any account from your credit report, unless it occurred as a result of a
billing dispute or bank error. As a credit provider, we are obligated to report the account accurately to the
credit reporting agencies, whether it is favorable or unfavorable to the customer. After researching the
reporting off your account, we found the information to be correct.

Because you disagree with the information we have reported, on November 3, 2022, we requested the
reporting agencies to add a note to your credit profile stating the information is “disputed by the
consumer". Should you wish to have the “disputed by the consumer” note removed from your credit
profile, it will be necessary for you to contact us at the address listed above.

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: ###-###-####

Enclosure

cc: Better Business Bureau
Initial Complaint
Date:10/23/2022
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.
My name is ***** ********. I put in an order for a necklace and earrings and shortly after needed to cancel it. I tried to figure out how to cancel it and it was very confusing m. Finally did and they said I only had thirty minutes to cancel. I ordered this days ago and it hasn’t even shipped yet. So why can’t I cancel?

I have tried calling and cannot talk to a single person. I have emailed and no response. This customer service is horrible. There is no customer service. I am in a pickle and needed that money back and I cannot get any help to get refunded before this item ships.

********** Is the order number
Business Response
Date: 10/25/2022
Dear *** *****,

We are in receipt of Better Business
Bureau Complaint ID ********. We have contacted Mr. ******** and have resolved all
matters as expressed in the complaint. Based on this, we consider the matter
closed.
Thank you.
Initial Complaint
Date:10/22/2022
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.
We have bought several items from Macys last year and one of the items which was a women blouse still had the alarm sensor on it and when my wife tried it on 2 weeks ago around 10/1/2022 she saw the alarm sensor so we went to the Macys store in ****** -******* @**** ******** ****** ******-******* *****. The lady at the customer service counter refused to take the alarm sensor off and accused my wife of stealing and started yelling at her and me and told me to shut up .so I asked for a manager but the manager did not do anything and another lady at the customer service counter and her name is Linda called security and the loss and prevention people . All this because we asked them to remove that sensor since we bought the item last year and we did not have the receipt on us . I have been a pharmacist for 40 years and my wife is a nutritionist and we both come from a very conservative and high class family . We were NEVER treated or accused of anything bad all our lives and for Macy’s people to start throwing accusations about something they never saw or witnessed or have any proof of .then this is very low class and poor quality customer service quality from a company like Macy’s . The 2 lady’s that caused all the chaos are Linda and I think the other one is Ellen at the Macy’s store in ****** ******* in the ******** . I demand that higher management becomes involved and an investigation is started and those 2 ladies should be coached and written up and should be trained on how to be professional and respectful and friendly and and courteous and learn how to NOT accuse nobody of anything untill you see in your own eye or you have proof . I am in the process of looking for a lawyer to see what our legal rights are when we are accused of stealing without any evidence and especially when we never stole anything in our whole life . This is a company that is going down the drain and hopefully won’t last long because of the way they treat us customers . Very poor service
Customer Answer
Date: 10/24/2022
I do request a response from the business and I do want their higher management to be informed of this incident . So please request a response from Macys to my complaint
Thanks
**** *******

Store location:
**** ********** ********
**** ******** ******
******-*******
*****
Phone number ###-###-####

Business Response
Date: 10/28/2022
Dear *** *****,

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

Thank you.
Christine W********
Liaison, Omnichannel Executive
Office | Macy's, Inc.
9111 Duke Blvd | Mason, OH 45040
Office: ###-###-####
Initial Complaint
Date:10/22/2022
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.
Macy's combined my EIGHT orders to ship together and two items were missing from the package. There is no packing slip in the package so I did not realize there were items missing until I want to start a return. However, Macy's refuses to refund or reship over 30 days. I complain Macy's combines orders to ship and gives it a hard time for shoppers to check what is received for each order and without any packing slip makes it even harder. I did not receive the items I paid for with a total of $72.
Business Response
Date: 10/26/2022
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.
Initial Complaint
Date:10/20/2022
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 my box spring and mattress, in April of 2020. My mattress is extra firm and I love it. Now, my once extra firm mattress is now soft and not comfortable to sleep in. Every time I get into my bed, I sink and I am a small woman.

My mattress number is ******* and my box spring is *******, I have issues speaking with your sales people from overseas as they have no idea what I am talking about. There is a warranty on it for ten years and I would like to speak to someone, who can understand my plea. Attached is the receipt, which was generated. I need a extra firm replacement mattress.

Your support and response is appreciated.
Business Response
Date: 10/26/2022
Dear **** *****,
We are in receipt of complaint ID * ******** filed by customer, ****** ******. We advised the customer we are unable to locate a mattress and box spring
still in her home from the April 2020 date but have a documented return for that purchase in May 2020. She has been asked to please supply the sales check for the merchandise in question to consider any defect issues. At this time, Macy's will consider this matter closed.
Thank You,
Sincerely,
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 have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

****** ******
Per phone call from customer 10/27/22:
She does not have a store receipt - this was an online sale. Per her debit card records:
5/2/20 $848.29 charge
5/4/20 $131.37 credit
5/26/20 $580.35 (adjusted price)
Customer does not want to provide copy of bank statement. The attachment provided when the complaint was filed contains warranty and other details. The mattress has gone from extra firm to very soft. Customer was dealing with someone name "Sue" but no one knows who she is anymore. Not sure if she still works for Macy's.
Customer wants this matter addressed and resolved or she will contact corporate in New York.
Initial Complaint
Date:10/20/2022
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 item was shipped to the wrong address. I contacted customer service for a refund but they would not help me.
Business Response
Date: 10/24/2022
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.
Customer Answer
Date: 10/24/2022
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.