topic Re: Macy's Customer Service Isn't Customer Service For Sure! in Community Chat

Macy's Customer Service Isn't Customer Service For Sure!

Sooner — Sat, 24 Jul 2021 15:28:57 GMT

I talked to two supposed CS reps for Macy's about a small problem today and yesterday. Both days it was obvious neither lady could not understand what I was saying, and both days I could not understand either lady I was talking to. I had no clue what the outcome of the conversation was (actually both talked over me the entire time so I'm not sure "conversation" is accurate).

They did not listen, did not care what I was trying to tell them and their only response was to e-mail a return label when that wasn't the problem at all.

I think in light of this, no more Macy's for me.

Just a cautionary note--don't count on it being helpful like it used to be to call about a problem! WOW what a 180 that retailer did!

Re: Macy's Customer Service Isn't Customer Service For Sure!

ValuSkr — Sat, 24 Jul 2021 15:34:37 GMT

I'm not surprised. They've stripped so much out of their stores it's obvious they're just waiting to die. I wonder who will be the next sponsor of the Thanksgiving Day Parade.

Re: Macy's Customer Service Isn't Customer Service For Sure!

Sooner — Sat, 24 Jul 2021 15:41:29 GMT

@ValuSkr wrote:
I'm not surprised. They've stripped so much out of their stores it's obvious they're just waiting to die. I wonder who will be the next sponsor of the Thanksgiving Day Parade.

@ValuSkr Yes! Amazon?

Re: Macy's Customer Service Isn't Customer Service For Sure!

Mistreatedbycs — Sat, 24 Jul 2021 16:04:07 GMT

That's true about Macy's. I have no idea what country they have handling their customer service, but it's bad. Try the Chat session, that's worse. Ask for a supervisor and that's even more worse if there's such a phrase.

Neiman Marcus is the same way

Belk's chat sessions are bad too, I think they are handling more than one at a time, so you wait and wait and wait and half of the time they don't even know what you are asking.

Office Depot takes you to the Philippines for customer service.

Re: Macy's Customer Service Isn't Customer Service For Sure!

Mistreatedbycs — Sat, 24 Jul 2021 16:09:17 GMT

Oh don't get me started with Amazon, they told me my credit card isn't good, what? its my Discover. Then they told me to shut down my computer and use another one if I had one and try a different card.

I was on hold for over a half hour, she needed to speak to her supervisor. I told her I think I'll have to give my order to someone else which I did.

I didn't have a credit card on file with them, they told me I'm not verified, I put my credit card in when I was trying to place my order and wasn't about to keep my card on file with them. Just not worth the hassles.

Re: Macy's Customer Service Isn't Customer Service For Sure!

aroc3435 — Sat, 24 Jul 2021 16:49:55 GMT

@Sooner I have mostly been ordering online since the onset of the pandemic and haven't encountered any problems.

Here are my suggestions: Locate the phone number for a brick and mortar Macy's in an area close to you and try phoning. You can obtain a phone number by choosing a store from the main website.

Here are three non-locale specific numbers I found when lookiing for corporate headquarters phone numbers--two in NYC, one in Ohio

212-494-33000 or 212-695-4400 or 513-579-7000

Here are two different e-mail addresses I found for them, one from an e-mail advising me of upcoming sales--shop@emails.macys.com

or try CustomerService_www@macy's.com which was the e-mail address from which they sent me an e-mail confirming a recent order had shipped.

Hope one of these ideas will get you through in a better way.

aroc3435

Washington, DC

Re: Macy's Customer Service Isn't Customer Service For Sure!

Pearlee — Sat, 24 Jul 2021 17:15:40 GMT

@Sooner wrote:
I talked to two supposed CS reps for Macy's about a small problem today and yesterday. Both days it was obvious neither lady could not understand what I was saying, and both days I could not understand either lady I was talking to. I had no clue what the outcome of the conversation was (actually both talked over me the entire time so I'm not sure "conversation" is accurate).

They did not listen, did not care what I was trying to tell them and their only response was to e-mail a return label when that wasn't the problem at all.

I think in light of this, no more Macy's for me.

Just a cautionary note--don't count on it being helpful like it used to be to call about a problem! WOW what a 180 that retailer did!

@Sooner. FYI Your second sentence with the double negative "neither lady could not understand" ends up meaning both could understand. 😁

Re: Macy's Customer Service Isn't Customer Service For Sure!

Sooner — Sat, 24 Jul 2021 17:16:13 GMT

@aroc3435 wrote:
@Sooner I have mostly been ordering online since the onset of the pandemic and haven't encountered any problems.

Here are my suggestions: Locate the phone number for a brick and mortar Macy's in an area close to you and try phoning. You can obtain a phone number by choosing a store from the main website.

Here are three non-locale specific numbers I found when lookiing for corporate headquarters phone numbers--two in NYC, one in Ohio
212-494-33000 or 212-695-4400 or 513-579-7000

Here are two different e-mail addresses I found for them, one from an e-mail advising me of upcoming sales--shop@emails.macys.com
or try CustomerService_www@macy's.com which was the e-mail address from which they sent me an e-mail confirming a recent order had shipped.

Hope one of these ideas will get you through in a better way.

aroc3435
Washington, DC

@aroc3435 Thanks so much! I will file this away. I wrote a very specific and cross e-mail to the head of customer service, so I feel better.

And out of 15 individual pieces of glassware, only 2 goblets, 1 claret and a bowl were broken, so being sets I'll just order individuals from Villeroy and Boch. It wasn't much, which I have had a glass or two broken before and they either send me a new one (twice the whole 4 piece set), or refund me for one glass.

But they did listen and were able to understand the issues and discuss it with me. I offered to send pictures, and they have never said oh yes do that before. These women had no vague idea what I was even talking about and made no attenmpt to understand--which is sad and disappointing.

Now they want me to pack EVERYTHING back--12 glasses and four small bowls? Really? And some broken and you want it all BACK? So it hurts Macy's more than me in the long run.

But THANK YOU and I am keeping that on file for when I need it!!!!! And I am sure many others here are too! You are a peach!

Re: Macy's Customer Service Isn't Customer Service For Sure!

Sooner — Sat, 24 Jul 2021 17:17:25 GMT

@Pearlee wrote:
@Sooner wrote:
I talked to two supposed CS reps for Macy's about a small problem today and yesterday. Both days it was obvious neither lady could not understand what I was saying, and both days I could not understand either lady I was talking to. I had no clue what the outcome of the conversation was (actually both talked over me the entire time so I'm not sure "conversation" is accurate).

They did not listen, did not care what I was trying to tell them and their only response was to e-mail a return label when that wasn't the problem at all.

I think in light of this, no more Macy's for me.

Just a cautionary note--don't count on it being helpful like it used to be to call about a problem! WOW what a 180 that retailer did!
@Sooner. FYI Your second sentence with the double negative "neither lady could not understand" ends up meaning both could understand. 😁

@Pearlee That's what you got out of all that rant? Good grief!

Re: Macy's Customer Service Isn't Customer Service For Sure!

Pearlee — Sat, 24 Jul 2021 17:20:27 GMT

@Sooner wrote:
@Pearlee wrote:
@Sooner wrote:
I talked to two supposed CS reps for Macy's about a small problem today and yesterday. Both days it was obvious neither lady could not understand what I was saying, and both days I could not understand either lady I was talking to. I had no clue what the outcome of the conversation was (actually both talked over me the entire time so I'm not sure "conversation" is accurate).

They did not listen, did not care what I was trying to tell them and their only response was to e-mail a return label when that wasn't the problem at all.

I think in light of this, no more Macy's for me.

Just a cautionary note--don't count on it being helpful like it used to be to call about a problem! WOW what a 180 that retailer did!
@Sooner. FYI Your second sentence with the double negative "neither lady could not understand" ends up meaning both could understand. 😁
@Pearlee That's what you got out of all that rant? Good grief!

@Sooner Well one if the things. The rest is par for the course these days with outsourced calls, so nothing noteworthy to me.

You're welcome.

Re: Macy's Customer Service Isn't Customer Service For Sure!

Sooner — Sat, 24 Jul 2021 17:27:02 GMT

@Pearlee wrote:
@Sooner wrote:
@Pearlee wrote:
@Sooner wrote:
I talked to two supposed CS reps for Macy's about a small problem today and yesterday. Both days it was obvious neither lady could not understand what I was saying, and both days I could not understand either lady I was talking to. I had no clue what the outcome of the conversation was (actually both talked over me the entire time so I'm not sure "conversation" is accurate).

They did not listen, did not care what I was trying to tell them and their only response was to e-mail a return label when that wasn't the problem at all.

I think in light of this, no more Macy's for me.

Just a cautionary note--don't count on it being helpful like it used to be to call about a problem! WOW what a 180 that retailer did!
@Sooner. FYI Your second sentence with the double negative "neither lady could not understand" ends up meaning both could understand. 😁
@Pearlee That's what you got out of all that rant? Good grief!
@Sooner Well one if the things. The rest is par for the course these days with outsourced calls, so nothing noteworthy to me.
You're welcome.

@Pearlee What? My grammar was noteworthy, so you can't say that! Sorry I didn't thank you for the correction. My bad.

Re: Macy's Customer Service Isn't Customer Service For Sure!

stevieb — Sat, 24 Jul 2021 17:35:51 GMT

Macy's CS was inconsistent before the pandemic, non-existent early in the pandemic and is now somewhat uneven again. It's the luck of the draw. You either get someone capable or you get someone clueless. I lost patience with them during the pandemic when no one anywhere was answering their phones or emails: not the corporate offices, the stores or the alleged customer service office. Then, they would answer assuming you wanted to sit on hold for an hour waiting for them. I gave up and the net result is I still order from Macy's but more occasionally than I once did. Likewise, however, Amazon, QVC and so on. Customer Service that routinely knocks it out of the park appears to be a thing of the past.

Re: Macy's Customer Service Isn't Customer Service For Sure!

kaydee50 — Sat, 24 Jul 2021 17:51:35 GMT

I love Macy's and am dreading the day, if it comes, that they will no longer exist. I haven't been in an actual store for over a year. Order on line and either have it shipped directly to me or I pick it up at a store that's a 10 minute walk from my condo.

I don't know what kind of problems I would need to have to actually call the store. But I suspect it isn't only Macy's that has poor customer service.

Re: Macy's Customer Service Isn't Customer Service For Sure!

Duckncover — Sun, 25 Jul 2021 03:29:28 GMT

It took me over a week to get the Macy's gift ecard I had sent to a relative to even be sent. It's is supposed to be sent by Macy's via email, so how much time should that take? Finally had to drive to a Macy's and they are no longer anywhere close to me....and tried in person to get the card sent or my money refunded. No luck. Finally got a person when I tried to call yet again who happened to answer by accident who just said he would send it and he did. Why are they still even in business? Two men told me they were "supervisors" and were nothing of the sort. Macy's is a disaster.

Re: Macy's Customer Service Isn't Customer Service For Sure!

Spurt — Sun, 25 Jul 2021 17:25:09 GMT

@Sooner

Even shopping IN STORE Ive had mixed results with Macy's and their Customer Service......

At the "high end upscale mall" here at that Macy's store they treat you like royalty and go above and beyond.....BUT at their stores in a couple of other malls no one seems to care and the customer service is DOWNRIGHT AWFUL---the CS Reps are on their own personal calls and you can't even find anyone to wait on you nor pay to purchase merchandise!!! And their stores are dirty, clothes thrown all over the floor.....SMH!!! I havent had a problem ordering online and thats the only way I continue to shop with Macys ..... I much prefer Dillards, their stores are clean and their customer service is always GOOD!

Re: Macy's Customer Service Isn't Customer Service For Sure!

Spurt — Sun, 25 Jul 2021 17:21:54 GMT

I always breathe a sigh of relief when I call a retailer's Customer Service Dept and they answer-----This is (so and so) servicing you from (and they name a city in the U.S.).....

Re: Macy's Customer Service Isn't Customer Service For Sure!

Marp — Sun, 25 Jul 2021 17:51:13 GMT

@Pearlee wrote:
@Sooner wrote:
@Pearlee wrote:
@Sooner wrote:
I talked to two supposed CS reps for Macy's about a small problem today and yesterday. Both days it was obvious neither lady could not understand what I was saying, and both days I could not understand either lady I was talking to. I had no clue what the outcome of the conversation was (actually both talked over me the entire time so I'm not sure "conversation" is accurate).

They did not listen, did not care what I was trying to tell them and their only response was to e-mail a return label when that wasn't the problem at all.

I think in light of this, no more Macy's for me.

Just a cautionary note--don't count on it being helpful like it used to be to call about a problem! WOW what a 180 that retailer did!
@Sooner. FYI Your second sentence with the double negative "neither lady could not understand" ends up meaning both could understand. 😁
@Pearlee That's what you got out of all that rant? Good grief!
@Sooner Well one if the things. The rest is par for the course these days with outsourced calls, so nothing noteworthy to me.
You're welcome.

Perfection is such a heavy burden one often falls from the weight.

Re: Macy's Customer Service Isn't Customer Service For Sure!

suzyQ3 — Sun, 25 Jul 2021 18:18:45 GMT

@Marp wrote:
@Pearlee wrote:
@Sooner wrote:
@Pearlee wrote:
@Sooner wrote:
I talked to two supposed CS reps for Macy's about a small problem today and yesterday. Both days it was obvious neither lady could not understand what I was saying, and both days I could not understand either lady I was talking to. I had no clue what the outcome of the conversation was (actually both talked over me the entire time so I'm not sure "conversation" is accurate).

They did not listen, did not care what I was trying to tell them and their only response was to e-mail a return label when that wasn't the problem at all.

I think in light of this, no more Macy's for me.

Just a cautionary note--don't count on it being helpful like it used to be to call about a problem! WOW what a 180 that retailer did!
@Sooner. FYI Your second sentence with the double negative "neither lady could not understand" ends up meaning both could understand. 😁
@Pearlee That's what you got out of all that rant? Good grief!
@Sooner Well one if the things. The rest is par for the course these days with outsourced calls, so nothing noteworthy to me.
You're welcome.
Perfection is such a heavy burden one often falls from the weight.

Oh, my @Marp :-)

Re: Macy's Customer Service Isn't Customer Service For Sure!

Trinity11 — Sun, 25 Jul 2021 18:31:40 GMT

Thankfully, I rarely have an issue with Macy's. I am in their Rewards program and it is the only store credit card I hold. If I call Customer Service and the rep is having difficulty in understanding me, I ask them if they prefer speaking in Spanish and they always say yes.

Our Macy's are clean, well staffed and hopefully, they will continue to be in business...

Re: Macy's Customer Service Isn't Customer Service For Sure!

suzyQ3 — Sun, 25 Jul 2021 18:46:40 GMT

@Trinity11 wrote:
Thankfully, I rarely have an issue with Macy's. I am in their Rewards program and it is the only store credit card I hold. If I call Customer Service and the rep is having difficulty in understanding me, I ask them if they prefer speaking in Spanish and they always say yes.

Our Macy's are clean, well staffed and hopefully, they will continue to be in business...

Do you speak Spanish, @Trinity11?