topic Re: Not pleased with Macy's Customer Service in Community Chat

Not pleased with Macy's Customer Service

MarieIG — Thu, 12 Nov 2015 04:21:18 GMT

I had placed an on-line order for a Macy's e-gift to be delivered as a birthday present. I spent a lot of time on the website to choose just the right gift. Three days before the birthday, my husband realized he gave me the wrong e-mail address for the recipient. I called CS

First time: woman's English was poor, but she was friendly and said it was taken care of and I would receive an online confirmation. She asked me to hold for a survey, I held and was eventually cut off with a loud squeel in my ear. No confirmation came.

My husband then sent an e-mail which resulted in the recipient not receiving the e-gift for her birthday - but our receipt documenting the cost of the gift!

Second and third calls: Both reps were difficult to understand. I was put on hold both times and CS rep never came back. Twice.

Fourth call was to Corporate. I was put into a voice mail. I did not get a call back.

Fifth contact was by e-mail. The issue was finally resolved and the recipient received the e-gift - the day after her birthday.

This resulted in me wasting almost 1/2 a day making calls, being put on hold, being cut off, repeatedly checking my e-mail account for confirmation of the correction, winding up dissapointed that the gift did not arrive on time and getting a tension headache.

Next time I will NOT order from Macys.

Re: Not pleased with Macy's Customer Service

Carmie — Thu, 12 Nov 2015 05:29:52 GMT

Wow, customer service could have been better for sure, but before you order from anywhere, make sure the information you give when ordering is correct.

If my husband gave me the incorrect info , he'd be in the doghouse and on the phone to correct the problem.

i hope you have better luck next time.

Re: Not pleased with Macy's Customer Service

MarieIG — Thu, 12 Nov 2015 06:09:53 GMT

Husband was working construction, I thought it was safer for me to try to correct the error. He he been home, I would have had him deal with it.

I did ask DH to confirm the e-mail address before I entered it, and he did. If there had been no error, there would have been no need to contact customer service. I was sharing my experience, and wanted my information to be accurate, even if we made the intial error. One of the purposes for having customer service is to help straighten out problems, not compound them.

Thanks for the good wishes.

Re: Not pleased with Macy's Customer Service

colliegirls — Thu, 12 Nov 2015 12:34:05 GMT

You sent a gift card by email? (I am confused since you said you spend a long time looking for just the right gift). Perhaps you could have cancelled that order and begun another one with the correct address. That may have been easier.

Anyone who cannot speak good English should not have a job answering the phones!!! That is a huge pet peeve of mine!!

Re: Not pleased with Macy's Customer Service

RespectLife — Thu, 12 Nov 2015 13:46:27 GMT

Whether the error is on the customer or Macy's, getting it straightened out should NOT be such a hassle!

Last year, I ordered Christmas gifts online. They totally messed up the large order.

I called and called. I wasted countless hours on hold. Rep after rep PROMISED me they fixed it. It was NOT. No one spoke clear English. Emails were never answered. Calls to SUPERVISORS were never returned.

After 4 months, I went into the store and begged the store manager to help me even though it was an online purchase.

She did so immediately.

I have never shopped at macys.com again.

Re: Not pleased with Macy's Customer Service

colliegirls — Thu, 12 Nov 2015 19:20:51 GMT

I must add that I order from Macy's all the time for wedding gifts, baby gifts, Christmas gifts, etc. I have never had one problem in all these years, it has always been so easy.

Let's hope this is a one-time problem for you, OP.

Re: Not pleased with Macy's Customer Service

BlingQueen022 — Thu, 12 Nov 2015 19:33:45 GMT

@RespectLife wrote:
Whether the error is on the customer or Macy's, getting it straightened out should NOT be such a hassle!

Last year, I ordered Christmas gifts online. They totally messed up the large order.
I called and called. I wasted countless hours on hold. Rep after rep PROMISED me they fixed it. It was NOT. No one spoke clear English. Emails were never answered. Calls to SUPERVISORS were never returned.

After 4 months, I went into the store and begged the store manager to help me even though it was an online purchase.

She did so immediately.

I have never shopped at macys.com again.

I've had the same thing happen to me also and just recently. I made over a dozen calls to customer service to straighten out a problem and I got nowhere! I had to physically go into the store and get a manager to fix the problem. Thank goodness he resolved it. I'm very gun shy now to order anything from them again.

Re: Not pleased with Macy's Customer Service

ChynnaBlue — Thu, 12 Nov 2015 19:35:16 GMT

I don't spend any money at Macy's since they asked Rick Perry to veto the Lilly Ledbetter Fair Pay Act for women in Texas, which he did.

If Macy's has issues with women defending their right to a fair wage in court, then they don't deserve this woman's money.

Re: Not pleased with Macy's Customer Service

Suziepeach — Thu, 12 Nov 2015 19:38:35 GMT

The one and only time I called Macy's customer service I truthfully told the representative I could not understand her to please let me speak to someone else.. She did and well at least the next person spoke English much better & problem resolved.

Re: Not pleased with Macy's Customer Service

shoptilyadropagain — Thu, 12 Nov 2015 20:12:42 GMT

I had a Macy's credit card and they sent a new one because the old one was due to expire. As instructed, I called the 800 number to activate the card but the recording said there was an issue and to stay on the line for the next available rep.....about 15 - 20 minutes. The instructions said I "had" to call from my home phone and it is much easier for me to call from work. Therefore, I never had time to call about it again until about 2.5 weeks later. I was immediately give to a "real" person and she told me my card had now been voided since I waited so long to activate it.....but, she would be able to re-activate my old card and it would still be good. I told her I didn't have time for such games and to forget it and I'd shop elsewhere.

I love shopping at Macy's but when it is more hastle than it's worth to shop at a store, I need to re-evaluate my shopping habits with them.

Re: Not pleased with Macy's Customer Service

nunya — Thu, 12 Nov 2015 20:42:31 GMT

They have the WORST customer service and their website is awful too.

For some reason, I can order online alright, but can't pay my bill onlline. They say my account (the same one I ordered with) doesn't exist. I call and get it fixed, then the next time, same thing.

Oh and they like to hang up on you too lol

Re: Not pleased with Macy's Customer Service

Carmie — Thu, 12 Nov 2015 20:42:23 GMT

@shoptilyadropagain wrote:
I had a Macy's credit card and they sent a new one because the old one was due to expire. As instructed, I called the 800 number to activate the card but the recording said there was an issue and to stay on the line for the next available rep.....about 15 - 20 minutes. The instructions said I "had" to call from my home phone and it is much easier for me to call from work. Therefore, I never had time to call about it again until about 2.5 weeks later. I was immediately give to a "real" person and she told me my card had now been voided since I waited so long to activate it.....but, she would be able to re-activate my old card and it would still be good. I told her I didn't have time for such games and to forget it and I'd shop elsewhere.

I love shopping at Macy's but when it is more hastle than it's worth to shop at a store, I need to re-evaluate my shopping habits with them.

ALL credit cards have instructions telling you to activate them from your "home" phone number. They do this in order to keep your cards and account secure. If someone got your cards and could activate them from any phone, they could shop on your cards.

When you activate from home, they have a record of this number and know you received the cards and they are I the right hands.

I can't figure out out why people complain about things that are common sense. I have way over 20 years in customer service and I am still surprised about the things people complain about. It's not always easy to FIX a problem the customer makes and it may take time.

Spend a day in the CS rep shoes.

Re: Not pleased with Macy's Customer Service

colliemom4 — Thu, 12 Nov 2015 20:49:39 GMT

Sorry this happened. I'm having problems with Overstock.com right now. I've ordered from them many times but they've really screwed up and can't seem to correct it. I don't think I'll use them again.

Re: Not pleased with Macy's Customer Service

JustJazzmom — Thu, 12 Nov 2015 21:31:28 GMT

@NUNYA wrote:
They have the WORST customer service and their website is awful too.

For some reason, I can order online alright, but can't pay my bill onlline. They say my account (the same one I ordered with) doesn't exist. I call and get it fixed, then the next time, same thing.

Oh and they like to hang up on you too lol

Their webpages take forever to load and even worse on One Day Sale days and I get script error windows constantly from their site despite having a proper browser.

Re: Not pleased with Macy's Customer Service

Sherox — Thu, 12 Nov 2015 22:38:18 GMT

I've had issues in the past as well. I have heard that their CS dept is outsourced, can't confirm that though.

Re: Not pleased with Macy's Customer Service

Allegheny — Fri, 13 Nov 2015 01:59:31 GMT

I have never sent an e-gift from Macy's or for that matter any other retailer.

However, I can sympathize with the situation you went through to get their attention to correct what should have been a simple matter. I don't understand in this computer age why corrections aren't fixed expediously and errors get compounded and take forever to get resolved. I do think Macy's customer service addressed your issue rather shabbishly.

Myself I probably wouldn't stop shopping with Macy's, I always give second chances, but I probably would send their corporate headquarters an old fashioned letter and outline my dissatisfaction.

Re: Not pleased with Macy's Customer Service

fourpaws56 — Fri, 13 Nov 2015 02:54:58 GMT

perhaps he could help?

Re: Not pleased with Macy's Customer Service

MarieIG — Fri, 13 Nov 2015 02:57:40 GMT

@colliegirls wrote:
You sent a gift card by email? (I am confused since you said you spend a long time looking for just the right gift). Perhaps you could have cancelled that order and begun another one with the correct address. That may have been easier.

Anyone who cannot speak good English should not have a job answering the phones!!! That is a huge pet peeve of mine!!

Hi Colliegirls (Got to LOVE those collies!). The gift was not a gift card, it was a dress. I choose a dress for a lovely young lady going to school to be a nurse, and working at the same time as a nurse's assistant. She works so hard and takes nice care of a wonderful furbaby who (had been abused) and whom she adopted. I wanted the surprise to arrive for her birthday. She is from a hot area so I wanted sleeveless; above the knee but not so short that she couldn't move around. Something figure flattering without looking tacky. A bit sophisticated but not too old for her. It had to have very good reviews.

The e-gift allows the recipient to open the e-gift and put in their size - after which the present is delivered.

Re: Not pleased with Macy's Customer Service

MarieIG — Fri, 13 Nov 2015 03:02:41 GMT

@Allegheny wrote:
I have never sent an e-gift from Macy's or for that matter any other retailer.

However, I can sympathize with the situation you went through to get their attention to correct what should have been a simple matter. I don't understand in this computer age why corrections aren't fixed expediously and errors get compounded and take forever to get resolved. I do think Macy's customer service addressed your issue rather shabbishly.

Myself I probably wouldn't stop shopping with Macy's, I always give second chances, but I probably would send their corporate headquarters an old fashioned letter and outline my dissatisfaction.

Yes, I will send a letter but I will be surprised if I receive a response.

Re: Not pleased with Macy's Customer Service

MarieIG — Fri, 13 Nov 2015 03:03:37 GMT

Thank you for all who took the time to read and respond.