Community Chat

[MarieIG]

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.

[Carmie]

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.

[MarieIG]

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.

[colliegirls]

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!!

[RespectLife]

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.

[colliegirls]

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.

[BlingQueen022]

---

@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. 

---

[ChynnaBlue]

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.

[Suziepeach]

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. 

[shoptilyadropagain]

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.