Re: Not pleased with Macy's Customer Service

NYC Susan · ‎03-13-2010

@Carmie wrote:
@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.

Exactly. I see nothing wrong here. The rep said the call should come from a home phone, and that info was absolutely correct. The rep did nothing wrong.

Lila Belle · ‎01-24-2013

I've never had a problem with ordering online with Macy's. So sorry you did, OP.

BlingQueen022 · ‎09-23-2012

This thread has nothing to do with activating their credit card. Their customer service STINKS!

HappyDaze · ‎06-13-2012

I really like Macys and haven't had any issues with getting issues resolved for online orders. Their website used to be terrible but is finally better. I get really nice clothes for a great price these days with all the great sales and coupons. I heard on a money show they are going to have great Holiday sales-better than usual-due to a decline in sales.

italia8140 · ‎10-24-2015

@NYC Susan wrote:
@Carmie wrote:
@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.

Exactly. I see nothing wrong here. The rep said the call should come from a home phone, and that info was absolutely correct. The rep did nothing wrong.

ITA! I've NEVER had a problem with Macy's customer service.

boardhousewife · ‎03-15-2010

I had two separate similar experiences and closed my Macy's account after nearly 30 years. Never again. Nordstrom all the way.

CatsyCline · ‎07-24-2013

i have not ordered from their .com in several years. the last time i found an INC top in the store but not my size, and had them ship. it stunk of smoke and seemed to have been a return, it came from Herald Square.

their customer service at the B&M stores has declined noticeably. the last time i was at the closest B&M store, i was disgusted by the customer service in the "fine jewelery and watch" dept. i had purchased a watch and after less than 5 months it quit working. they rather rudely refused to replace the battery and instructed me to send to the watch repair vendor at my expense or take it to a jeweler. the jewelry stores would not touch it. so i had to ship it for repair. i would have returned it had they still stocked this particular watch, which i liked and should have ordered from Bon-Ton but it was sold out before i could order it so i had to buy it at macys.

i will not deal with their phone reps. they are poorly trained. if i need to call i ask for a CSR in the states. i agree it should not take the better part of a day to fix an order!

here are their corporate addresses:

For macys .com queries

Macys.com Corporate Office Headquarters:
685 Market Street
San Francisco, CA 94105
Macys.com Phone Number: 1-800-289-6229

Corp Headquarters:

Macys Corporate Office Headquarters HQ:
7 West Seventh Street
Cincinnati, OH 45202
Corporate Phone Number: 1-513-579-7000

ID2 · ‎06-25-2012

@MarieIG wrote:
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.

Sorry you had such a time getting you probem resolved. I've learned my lesson, now when I call and notice a thick accent of the cs rep I kindly ask to speak to a rep in the US. They switch me over and thats that.

"Pure Michigan"

Carmie · ‎10-25-2010

@ashleigh dupray wrote:
i have not ordered from their .com in several years. the last time i found an INC top in the store but not my size, and had them ship. it stunk of smoke and seemed to have been a return, it came from Herald Square.

their customer service at the B&M stores has declined noticeably. the last time i was at the closest B&M store, i was disgusted by the customer service in the "fine jewelery and watch" dept. i had purchased a watch and after less than 5 months it quit working. they rather rudely refused to replace the battery and instructed me to send to the watch repair vendor at my expense or take it to a jeweler. the jewelry stores would not touch it. so i had to ship it for repair. i would have returned it had they still stocked this particular watch, which i liked and should have ordered from Bon-Ton but it was sold out before i could order it so i had to buy it at macys.

i will not deal with their phone reps. they are poorly trained. if i need to call i ask for a CSR in the states. i agree it should not take the better part of a day to fix an order!

here are their corporate addresses:

For macys .com queries

Macys.com Corporate Office Headquarters:
685 Market Street
San Francisco, CA 94105
Macys.com Phone Number: 1-800-289-6229

Corp Headquarters:

Macys Corporate Office Headquarters HQ:
7 West Seventh Street
Cincinnati, OH 45202
Corporate Phone Number: 1-513-579-7000

I know for a fact that Macys does not have watch batteries in stock and does not replace them.

I buy watches at Kay Jewelers because they will replace watch batteries for life for zero cost. Saves me money to shop there.

colliegirls · ‎05-13-2012

I take all my watches (I have many from different stores or websites) to my local jeweler for new batteries. No reason to send it anywhere for something that easy to change.