Department Stores
Macy'sThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Department Stores.
Complaints
This profile includes complaints for Macy's's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,228 total complaints in the last 3 years.
- 1,466 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/20/2022
Type:Service or Repair IssuesStatus: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 March 26th, I purchased a couch from Macy's. Within a couple months, the zipper broke on the large section of a cushion, which was covered by the Macy's warranty. On September 3rd, Macy's sent out a representative to inspect the couch and approve the claim for a simple replacement cushion cover. The claim was duly approved, and the gentleman told me I'd probably receive my replacement within a week. Then a Macy's representative from the store called and told me it would be closer to four weeks. I have followed up several times, and each time I'm told they'll get the cushion cover to me, but in a very vague way. At no time have they confirmed that they've mailed out the replacement cushion. In fact, I spoke to them again today, October 20th, and was told that it will now will take 6-8 weeks, and they said they haven't even mailed the replacement cushion cover. The couch itself took one week to deliver, so I truly do not understand why it would take so long to deliver a cushion cover. But the fact that they haven't mailed it since September 3rd tells me they have no intention of sending it. My couch looks like something you would find in a frat house, people literally have to sit on the foam insert. This is practically a brand new couch, and it is covered by a warranty, and I would like to see that warranty honored in a timely fashion. I thank you in advance for your help. - ***** ***********Business Response
Date: 10/28/2022
October 28, 2022
Tina
Geers,
We
are in receipt of case ID #******** filed by customer, ***** ***********. The
customer had not received the parts order for her furniture that was ordered by
Macy's. We contacted the customer and approved to replace the PC of defective
furniture. The customer is satisfied with this resolution. At this time, Macy's
will consider this matter closed.
Thank
You,
Sincerely,
Macy's Executive OfficeCustomer 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:10/20/2022
Type:Product IssuesStatus: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 05/01/2022, I purchased a Macy's gift card for $60. I received the email and the link to access the gift card did not work. I called that day and was told to wait 24 hours. I waited 24 hours (05/03/2022) and the link still did not work.
I waited 3 months, and the link still did not work I called on August 5, 2022 and was told they would resend the link that would work. I never received the link. I called on August 12 and was told the $60 would go back on the credit card I purchased the gift card with. I explained that the credit card I purchased the gift card with was with a bank I no longer did business with and did not have access to the funds. The associate said they would refund it to a different card. I provided the credit card to the associate whom stated the funds would arrive within 7-14 business days. No fund haves arrived. I called again on 09/30/2022 and was told the funds were transferred to original credit card and there was nothing Macy's would do.
I would like my $60 back or the $60 gift card.Business Response
Date: 10/28/2022
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: 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,
****** ********Can you reopen the case? I am satisified and have no other issues.
******
Initial Complaint
Date:10/20/2022
Type:Product IssuesStatus: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 an order, #**********, on 10/03 for 3 bath rugs, on 10/6 I received 1 bath rug and 2 sets of curtains I did not order. I contacted Macys on 10/6 to let them know, they said they would reship the correct items and i would get an email in 24-48 hour. Never got an email, contacted them again 10/8, same thing, they would reship it and I would get an email in 24-48 hours. Never got that email either so I called 10/10 or 10/11 and actually talked to someone who said I should receive the reshippment in 7-10 days. I still never got a tracking email and still have not received the items I ordered so contacted Macys again 10/20 asking for tracking info or a refund. Was told I would get a refund email in 24-48 hours, which I know I won't based on the other 3 conversations I've had. I want my money back for the entire order, $65.92. I will return the one item I actually got and the curtains that I never ordered but somehow received if I can get a return label for them.Business Response
Date: 10/25/2022
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: ###-###-####Customer Answer
Date: 10/26/2022
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:10/20/2022
Type:Product IssuesStatus: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 items online at Macy’s.com on 4/4/2022. I had 3 items from that order #: ********** that did not fit and I never wore the shoes or used the purse. I couldn’t return during policy window due to sickness of Covid and also moving out of state. When taking items back to store in new condition, they refused to refund or exchange the items for me. Contacted customer support as well and all they said was it’s past 90 day window. Items totaled $116.99 that I paid and I can’t do anything with the items. I have never had this issue with returns with any other company before in my life. This is ridiculous!! They can at least exchange them. At this point I am seeking my money back.Business Response
Date: 10/25/2022
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: 10/25/2022
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:10/19/2022
Type:Delivery IssuesStatus: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 order on October 9th. The Order number is **********, then I received a confirmation with the tracking number, ******************. Since that day, I've kept checking the tracking number. The package has been in the same facility for 11 days and appears to not have left. The BIGGER problem is that I've called Macy's customer service multiple times, and every time, I've gotten a different story with completely different answers and solutions. I was told they would resend it about 5 times, and that they would call me back with updates tomorrow, about 4 times. I've also been hanged up on about 3 times. I want to be reasonable here. All I need is what I paid for!Business Response
Date: 10/24/2022
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: 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,
***** ***Initial Complaint
Date:10/19/2022
Type:Billing IssuesStatus: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 was placed in my Chapter 7 bankruptcy July 16, 2020 and discharged Oct 2020. On September 2022 Macy reported a charge off which is a violation of my Fair Credit Reporting Act.Business Response
Date: 11/03/2022
Macy's/**** have completed their review of ****** ********* BBB Complaint# ******** and the customers Macy's account records. Please see our response within the attached response letter (text below). Thank you.
November 3, 2022
****** *********
**** * ****** ******
******** ** *****
RE: Better Business Bureau Complaint ID #********
Macy’s Account ending in **** (Closed)
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 this office, I was asked to review and respond to your concerns on behalf of ********, N.A. (****).
Please accept our apology for any inconvenience you may have experienced in this matter.
Upon receipt of your complaint, we reviewed your account and found your account shows it charged off due to non-payment
on January 17, 2020, with a balance of $2,837.73. Further review of your account shows on July 16, 2020, we received
notification of a bankruptcy filing for the above referenced account. Also, our records show on October 26, 2020, we
received notification of your bankruptcy being discharged. We confirmed your Macy’s account reports accurately as
“charged-off, included in bankruptcy” with ******* and ********** credit reporting agencies. This account was not
reporting to ******** with the note included in bankruptcy; however, as our research confirmed the account to be correct,
a request was sent to ******** on November 3, 2022, asking they update their records to include the note “included in
bankruptcy”. Please allow ******** thirty (30) days to update their records.
Our review found the following information below is reporting accurately to the three credit reporting agencies, *******,
********, and **********.
Open date: February 29, 2016
Last purchase date: May 26, 2019
Last payment date: June 11, 2019
Charge off date: January 17, 2020
Balance: $0.00
It is not ****** policy to remove any account or delinquency 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. A charged off account, included in bankruptcy, will remain
on a credit report for up to seven (7) years from the date of the first delinquency which led to the account charging-off,
which in your case was July 13, 2019. At that time, the credit reporting agencies are responsible for removing the account
from your credit report under the Fair Credit Reporting Act.
Because you disagree with the information we have reported, on November 2, 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.
The balance in the amount of $2,837.73 is still owed, it will remain on our records. **** is no longer actively
attempting to collect this debt and voluntary payments are accepted. Should you wish to make a voluntary payment, you
may mail it to ******** ** *** ** ** *** ****** ******** ******* ***** and include the account number on your
payment. We cannot take phone payments on this account.
We regret that we cannot provide the resolution you are seeking; however, we appreciate this opportunity to respond to your
concerns. Please contact me personally if I can be of any additional assistance at the telephone number listed below.
Sincerely,
Joseph G***
Macy’s Executive Office
###-###-####
###-###-####
cc: Better Business BureauCustomer Answer
Date: 11/04/2022
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.
My credit reports shows a charge off as of Oct 2022 . There should not be an update . I should not owe a debt on an account discharged through chapter 7 on Oct 2020. I’m currently pursuing a lawsuit against Macy.
Regards,
****** *********Initial Complaint
Date:10/19/2022
Type:Product IssuesStatus: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 August 17,2022 I purchased a TV console from the Macys furniture store located in ******* ** I was told the item would not be available until October and while there would be a charge to my debit card, the money would be reversed the next day. I was also told my card would not be charged again until date of delivery. I didn’t pay attention to the fact that the money was never returned. October 6 I canceled the order made with my debit card and asked that the order be placed on my ******** card. I was told my money would be returned to my account within 3-5 business days. When that didn’t happen I canceled the order expecting a credit to my ******** card. The cancellation was solely based on the fact that the first refund was not satisfied. Today is day 9 and was told yesterday that a check was sent two days ago and I would have to wait an additional 10-15 days for debit card refund and credit to my ******** card. Delivery was scheduled for 10/12. I even with you the store on 10/12 and spoke with my salesperson who made me wait 45 minutes to lie by saying the check was mailed out. I’m being made a fool of at all turns. Extremely time consuming and stressful. I cannot afford to have monies unavailable two times. Please, I want a refund for both transactions. Why are they holding my funds? There is no consistent responses from customer service agents.Business Response
Date: 10/21/2022
Dear **** *****,
We are in receipt of complaint ID # ******** filed by customer, **** *********. The customer had not received refunds from two cancelled sales. We contacted the
customer who confirmed that the pending authorization has dropped. Customer was advised the return check has posted and in the mail. At this time, Macy's will consider this matter closed.
Thank You,
Sincerely,
Macy's Executive OfficeInitial Complaint
Date:10/18/2022
Type:Delivery IssuesStatus: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.
****o,
On October 12, 2022, I purchased two items (order # **********) totaling $22.81. I used $1.37 of my Macy's Star Money and paid the remaining balance ($21.44) with my Macy's credit card. On October 15, 2022, I received a shipment that was supposed to contain the items of the above-referenced order number. Instead, I received a shipment with three items I did not order.
I reported the issue to Macy's customer service, and the representative emailed me a shipping label to return the incorrect shipment via UPS (tracking # ******************). The representative stated that she successfully processed my replacement order and that I would receive a confirmation email in 24-48 hours. I contacted Macy's customer service after a few days as I did not receive the confirmation email for the reshipment. The representative informed me that Macy's denied my reshipment claim due to a system error.
However, he assured me that he would resubmit my claim and that I would receive a replacement order after I returned the items shipped to me in error. I informed him I had already shipped the incorrect order back via UPS. He replied that I would receive a confirmation email regarding my reshipment order in 24-48 hours.
On October 18, 2022, I received partial credit for the above-referenced order number instead of a reshipment order as promised. As a result, I have a remaining balance for an order of clothing I never received and a reversal of 63 of my Star Rewards points.
Best regards,
****Business Response
Date: 10/19/2022
We are in receipt of BBB ID ********. We have reviewed the issue, issued a price adjustment for the remaining item so the customer can be credited and issued the correct amount of Star Rewards points. We have notified the customer of our actions and are closing the issue.Customer Answer
Date: 10/19/2022
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,
********o Brad S****,
Thank you for responding to my concern. It appears as though the remaining balance on order #********** has been credited contingent upon ******** Little Girls Ballerina Jersey T-Shirt being returned in-store or by mail by November 16, 2022. Unfortunately, I do not have the aforementioned item to return as I never received it. I have already shipped the incorrect items sent to me in error back to Macy's via UPS (tracking #******************). I hope I am not being presumptuous, but it seems that the credit will be reversed by Macy's if the shirt mentioned above is not received by Macy's by November 16, 2022. How can I return an item that I never received?
Best regards,
****
Business Response
Date: 10/21/2022
We are in receipt of the BBB ID ******** Rebuttal. We have confirmed the customer's return and that she has been fully credited. The customer received the wrong items and will not be charged for anything. We have notified the customer of this and are once again closing the issue.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,
****Initial Complaint
Date:10/18/2022
Type:Billing IssuesStatus: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.
September 10, 2022, I visited the Macy's store in ********, ********. I made a purchase for $433.23. Weeks passed past, and I went to check my checking account. Macy's charged my account again for the same amount on October 17, 2022. I called the ******** store to get an understanding no one answers the phone. So this led me to call the Macy's corporate offices, and no one was able to help me there; a customer service representative held me on the line for20 minutes and refuse to let me speak with a manager to resolve the issue.Business Response
Date: 10/20/2022
Dear *** *****,
We are in receipt of Better Business Bureau Complaint ID ********.
We have contacted *** **** and have resolved all matters as expressed in the
complaint. Based on this, we consider
the matter closed. Thank you.Sincerely,
Deborah D*****
Liaison, Omnichannel Executive Office | Macy's, Inc. | Macy's, Inc.
9111 Duke Blvd | Mason, OH 45040
Office: ###-###-####Initial Complaint
Date:10/18/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have an order with Macy’s that has gone delinquent as of September 17th. When I speak with an agent, they are not able to handle the call. I was given the phone number 888 257 6762 which is the Bloomingdales credit department. Clearly nothing to do with my order. Macy’s does not seem to understand that they never completed the refund. I need a resolution to this problem. I am tired of talking with agents that are not trained. Please help.
Thank youBusiness Response
Date: 10/19/2022
Dear
Ms. ******
We are in receipt of Better
Business Bureau complaint ********* for Miss ******** ****. We have spoken to
the referenced customer and have resolved all matters as expressed in the
complaint. Based on this, we consider this matter closed. Thank you
Macy's is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.