Business Profile

Department Stores

Macy's

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Macy's's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,219 total complaints in the last 3 years.
1,470 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:05/03/2022
Type:Product Issues
Status:
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 returned a manufactured defect to Macys ********* Store in *** ***** County, The new manager Daisy returned the defected necklace and replaced it with a lower valued neckace, This manager was directed by the new store manager Karen to assist me with a resolution, After my interaction with the new jewelry manager Daisy she did the opposite.
Customer Answer
Date: 05/06/2022
Ms. ********* called BBB on 5/6/22 and made 2 requests:
1. She would like to be contacted by phone, not email.
2. She requested that Andrew W******* no longer handle her complaint. She would prefer to speak to someone else at Macy's.
Business Response
Date: 05/06/2022
Dear *** *****,

We are in receipt of BBB complaint # ******** for **** ******* *********. We have spoken to the referenced customer and have carefully reviewed all matters as expressed in the complaint. We have advised **** ********* that we can either process a return credit for the item she has already returned to us or we can provide her with an even exchange for a equally priced item. The customer has declined both of these options and has ask us to not call her any further. Based on this, we consider this matter closed. Thank you.
Customer Answer
Date: 05/06/2022
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,

******* *********

I DO NOT WANT ANDREW TO CALL ME AGAIN. PLEASE TRANSFER MY FILE TO SOMEONE ELSE.
I WILL MAKE NO FURTHER COMMENT REGARDING THIS CASE UNLESS I SPEAK TO A DIFFERENT PERSON FROM MACY'S.
Business Response
Date: 05/09/2022
Dear *** *****,

We are in receipt of BBB complaint # ******** for **** ******* *********. We have spoken to the referenced customer and have carefully reviewed all matters as expressed in the complaint. We have advised **** ********* that we can either process a return credit for the item she has already returned to us or we can provide her with an even exchange for a equally priced item. The customer has declined both of these options and has ask us to not call her any further. Based on this, we consider this matter closed. Thank you.
Customer Answer
Date: 05/10/2022
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,

******* *********
I have not heard from Macy's upper management as you promised would happen. If BBB is unable to assist me in this matter. I explained to you the Macy's employee Andrew W******* called my home when I instructed him not to contact me for any reason. This employee was well aware that I intended to reach out to BBB. I made **** ***** aware of Andrew's actions. I have every right as a customer and consumer to ask for someone of higher authority at Macy's Corporate Office. I am prepared to reach out to Small Claims Legal Court regarding this matter. Macy's corporate team would not support employee Andrew and the new ********* Managers Karen and Daisy. I am shocked and in disbelief on the level of dishonesty. Please send any new responses to my home. My address is on file with Macy's and BBB. However, I will provide it again. Please see below.

**** ******* ***** ***** **** ******** ********** *****.

Sincerely,

******* *********

P.S. I am still puzzled as to why these employees believe what they are doing is fair and professional. I believe that if the roles were reversed I were not a Black Women, my situation would've been handled totally different. I know I have an outstanding payment history with Macy's.

Business Response
Date: 05/11/2022
Dear *** *****,

We are in receipt of BBB complaint # ******** for **** ******* *********. We have spoken to the referenced customer and have carefully reviewed all matters as expressed in the complaint. We have advised **** ********* that we can either process a return credit for the item she has already returned to us or we can provide her with an even exchange for a equally priced item. This is our final decision on the matter The customer has declined both of these options and has ask us to not call her any further. Based on this, we consider this matter closed and will not be responding to any further inquiries. Thank you.
Business Response
Date: 05/11/2022
Dear ** *****,

We are in receipt of the rebuttal for Better Business Bureau Complaint # ******** for **** ******* *********. We have previously spoken to the customer and have provided her with the option to either further exchange her item for an item of comparable value or have a return for the amount that she originally paid. The customer has decline both of these options. This is our final offer on this matter. Again *** *****, we Believe our actions are more than equitable and we consider this matter closed satisfactorily. We will not be responding to any further rebuttals regarding this matter. Thank you.
Initial Complaint
Date:05/03/2022
Type:Product Issues
Status:
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 a package from Macy’s yesterday and I opened it up today and it was not what I ordered. In the box was a ****** cream and a small bag from ******. No receipt no nothing. I contacted customer service and they told me that they would send out another one within the seventh day and I have to return the items that I received. I don’t think this is right. I am being inconvenienced to send back a package that I didn’t even order. I wanted my order rush to me, and the agent had no response to this and it took a week to get my purchase. I wanted to know if I could get something for my trouble, no response from the agent. She kept asking is there something else I can assist with? I don’t feel like a valued customer.
Business Response
Date: 05/11/2022
Dear *** *****,

We are in receipt of BBB complaint number ********. After reviewing the order information I have processed a gift card for the inconveniences. I have advised the customer of this outcome and will remain available should anything further be needed. Based on this we are considering this matter closed. Thank you.
Regards,
Theresa S******
Liaison, Omnichannel Executive Office | Macy's, Inc.
9111 DUKE BLVD | MASON, OH 45040
Office: ###-###-####
Customer Answer
Date: 05/11/2022
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.

i still have not received my order
i still received my gift card.
Why is m order taking so long?
I emailed Theresa last Thursday i I haven’t heard back from her regarding my order that have yet to receive. This is going on now 2 weeks. The customer service I am not impressed with…..
Regards,

***** ******

Business Response
Date: 06/08/2022
Dear *** *****,

We are in receipt of BBB complaint number ********. I have processed the outstanding item with expedited shipping. I have advised the customer of this information and will remain available should anything be needed going forward. Based on this information we are considering this matter closed. Thank you.

Regards,
Theresa S******
Liaison, Omnichannel Executive Office | Macy's, Inc.
9111 DUKE BLVD | MASON, OH 45040
Office: ###-###-####
Customer Answer
Date: 06/08/2022
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,

***** ******

Hello,
I have emailed Theresa S****** with Macy's over 10 times regarding my order. I have called and left a message on Theresa's voicemail. I do not understand why it has taken so long for 2 items to come in the mail. After over a week from not hearing from Theresa, I received this today:
"Dear *** ******,

My apologies in the delay as a reorder had to be processed as the original order did not leave the warehouse. The order is placed with expedited shipping and will hopefully be received in the next 2-3 business days. Please reach back out should you not receive the shipment by the end of the day on Monday. Thank you again."

Did not leave the warehouse???? Expedited shipping takes 2-3 days? Hopefully it will be received???? I have waited over a month!!!!!!

I placed another order with Macy's on May 22nd 2022 and received it on May 27th. This doesn't make sense why it would take this long to receive an order. I want my money back. Theresa has neglected to reach out to me, I have been inconvenienced several time and I don't believe I will ever receive this order.

*****
Business Response
Date: 06/10/2022
Dear *** *****,

We are in receipt of BBB complaint number ********. I have processed the outstanding item with expedited shipping. I have advised the customer of this information and will remain available should anything be needed going forward. Based on this information we are considering this matter closed. Thank you.
Regards,
Theresa S******
Liaison, Omnichannel Executive Office | Macy's, Inc.
9111 DUKE BLVD | MASON, OH 45040
Office: ###-###-####
Customer Answer
Date: 06/14/2022
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.

     * Has the company addressed the issues of this dispute? no
     * If not, why? I still have not received my full order
     * If an offer of resolution was made, has the company fulfilled the proposed offer? No at this point I really want my money back for the compact that I still have not received
Regards,

***** ******

Customer Answer
Date: 06/14/2022
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,

***** ******

My complaint has NOT resolved.

*****
Sent from my ******

Business Response
Date: 06/16/2022
Dear *** *****,

We are in receipt of BBB complaint number ********. I have processed the outstanding item with expedited shipping and once it is received, the customer will be fully accommodated. Based on this information we are considering this matter closed. Thank you.
Regards,
Theresa S******
Liaison, Omnichannel Executive Office | Macy's, Inc.
9111 DUKE BLVD | MASON, OH 45040
Office: ###-###-####
Customer Answer
Date: 06/20/2022
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:05/02/2022
Type:Billing Issues
Status:
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 opened a Macy's account on 4/30. At that time, I was issued a $20 star reward bonus due to an immediate purchase that I made. Since April 30th, I have had nothing but runaround from Macy's because the $20 is not accessible online. Specifically, I have contacted their technical support, credit card support and general customer support, wasting hours of time because neither service has been able to connect the credit to my existing star rewards which is linked to my email address and phone number. Therefore I cannot use this $20 that was earned in store and used as bait for opening the card. I would like for Macy's to resolve this technical issue ASAP so that I can actually use the $20 that they promised.
Business Response
Date: 05/10/2022
******** ****
******************

RE: Better Business Bureau complaint # ********
Macy’s account ending in ****

On May 3, 2022, we received a complaint filed with the Better Business Bureau by ******** ****. As a liaison in Macy's Executive Office, I was asked to review and respond on behalf of Department Stores National Bank (DSNB).

Contact Date(s) With Customer:

I spoke with customer on May 5, 2022 and provided verbal resolution to her complaint.

Complaint Summary:
Our customer states she opened a new Macy’s Credit Card Account on April 30, 2022 and earned $20 in Star Rewards with a purchase made on her newly opened account. Our customer states since April 30, 2022, she has received the run around from Customer Service because the $20 in Star Rewards was not accessible online. Customer states she has called customer service, and technical support but neither service was able to connect the card to her Star Rewards loyalty account. Our customer states she is still unable to use the $20 reward earned in the store and would like for Macy’s to resolve the issue so that she is able to redeem the earned reward.

Resolution:
I spoke with the customer and explained that she had an old inactive credit account, and her email address and phone number were still linked to the old inactive Star Rewards account. I advised our customer that I had updated the new Star Rewards loyalty account with her email address and phone number, but she would need to delete the old credit card information from her online profile and update the new card number. Our customer advised me she had already deleted the old inactive account information but had not received her new credit card and is unable to update the card number at this time. I advised our customer to reach back out to me directly when the new card is received so I could assist in updating the information and ensure her accounts are properly linked online. Our customer agreed and requested I email her with my direct contact information which was completed on May 5, 2022.

Sincerely,

Mande L. W.
Macy's Executive Office
###-###-####

Cc **** *****, BBB

Customer Answer
Date: 05/20/2022
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,

******** ****
Thank you - I'm so sorry I forgot to follow up. Yes, they did respond and corrected the issue. Thank you for your help!
Initial Complaint
Date:05/02/2022
Type:Product Issues
Status:
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.
December 20, 2021 I ordered 3 pairs of ladies underwear (Order Number **********). The 3 items were spit into 2 orders. One order was next day delivery with 2 items, and the third item to deliver in two days. Shipment 1 with two items has never shown up. Shipment 2 arrived on time. I contacted Macy's customer support via email in December at least 4 or more times with no action being taken by Macy's. I then began calling Macy's many times and received a lot of promises but no action. No refund, no product. Finally, in February I was told I would be given a credit back to my ****** account. My ****** account has never received the refund. I called again on April 26, the customer service rep acknowledged there was a credit but it hadn't been released. She told me she fixed it and to wait 48 hours which would have been on 4/28 or 29 and I would receive an email. I didn't receive a refund, product or email. I have asked numerous times for a Manager to speak to, but cannot get a contact (phone number , email or name). The attached shows the order number, items (one delivered, two out for delivery since January) and the last shows a $23.10 credit never received by ****** and acknowledged 4/26/2022 by Macy's Customer support it was never sent to ****** or anyone else (as of today 5/2, still not received) *** *********** ###-###-####
Business Response
Date: 05/12/2022
Dear *** *****,
We are in receipt of BBB complaint # ********. After numerous attempts by phone and email, we have not had any contact with the referenced customer nor can we take any action. I have provided my contact information should the customer call back. Based on this, we consider the matter closed. Thank you.
Customer Answer
Date: 05/13/2022
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.
I have not received product or refund. I have attached my Macy's account info showing my order of 3 products split into two orders. Order one with 2 items was never delivered. Order two with 1 item was delivered.
After many emails and phone calls I was assured I would be given a refund. The last customer rep (Not Sharlita) told me she could see where I was given the credit but zero dollars had been transferred to ******.
The rep. told me I would receive correspondence within 48 hours. I never received correspondence. This call was approximately 3 weeks ago. Better Business bueI also asked to speak to a Manager and was refused that option, I was told someone would contact me. Unfortunately I came to the BBB as a last resort. This is when Sharlita contacted me and I thought we were on track to a resolution. Then I received a BBB notification that Macy's had closed the case.
I received two emails from Sharlita. One on May 12th at 12:51 PM that I responded to at May 12th, at 2:57 PM, approx 2 hours later.I then received another email from Sharlita on May 13th at 8:20 AM. I responded at 8:26 AM (6 minutes later).
I received one phone call that I missed on May 12th, at 12:47 PM. I had listened to Sharlitas voicemail and replied to her voicemail today May 13th at 12:52PM.
Sharlita was looking into the situation, and I trust she is. In Sharlita's 2nd email, Sharlita has asked for some time to hear back from ****** as to why the $23.62 credit is not showing on my ****** account.
I can provide the phone records and emails where Macy's has in fact been in contact and HAS received responses from me. The comment provided my Macy's stating they contact me isn't accurate.
I have attached a copy of my order and you can see what shipped, what didn't and the credit at the bottom that hasn't made it to my ****** yet. (again I believe Sharlita when she said she would work it.

Regards,

*** ***********

Business Response
Date: 05/18/2022
Dear *** *****,
We are in receipt of BBB Complaint # ********. We have spoken to the referenced customer and have resolved all matters as expressed in the complaint. Based on this, we consider the matter closed satisfactorily. Thank you.
Customer Answer
Date: 05/19/2022
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.

The Macy’s representative contacted me and has completely resolved my complaint, she was very professional and helpful

Regards,

*** ***********
Initial Complaint
Date:05/02/2022
Type:Delivery Issues
Status:
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 ordered a couch in August of 2021. It finally came on December 7, 2021, but it was missing the end piece. I have called and emailed over 50 times. They say it will be delivered, I take the day off of work, and nothing shows up. This has happened 3 times. No matter when I call or who I talk to, I get no answers. They tell me not to worry and that they are going to email the warehouse. It has been almost 5 months of this. My couch has 5 months of wear and tear and fade, since it sits in a room with huge windows. I am so frustrated and I am getting no where. Please help.
Business Response
Date: 05/06/2022
Dear **** *****,
We are in receipt of complaint ID # ******** filed by customer, ******* ******. The customer had not received delivery of a furniture item. We contacted the customer to advise the warehouse confirmed delivery for 05/09/2022. At this time, Macy's will consider this matter closed.
Thank You,

Sincerely,
Macy's Executive Office
Customer Answer
Date: 05/06/2022
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.
This matter will not be closed until the furniture is delivered. I have been told 4 other times that it would be delivered and it was not. Therefore, I don’t want this matter closed until a successful delivery is made.
Regards,

******* ******

Business Response
Date: 05/10/2022
Dear **** *****,
We are in receipt of complaint ID # ******** filed by customer, ******* ******. The customer is waiting on delivery completion before closing complaint. Delivery has completed. At this time, Macy's will consider this matter closed.

Thank You,
Sincerely,
Macy's Executive Office
Initial Complaint
Date:05/02/2022
Type:Customer Service Issues
Status:
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 purchased an item from Macy's for Mother's Day. The item said delivered but my mom didn't receive it. When I called the agent said that it shows someone named ****** signed for it. My mothers first and last name is not ******. I reached out and they told me that I would need to file a claim and they would send her paperwork to fill out. She at first wasn't aware of the gift, it was meant to be a surprised, that has now been ruined! She is 90 years old and she can't read paperwork and she shouldn't have to work to receive her gift. I have called a total of 9 times in the last 2 days and asked to speak with a manager and was hung up on. I've reached out through social media, and asked for someone to have a manger call me regarding my issue and no one responded back to me. Every person I've spoken with has been extremely rude, talking over me when I'm answering or even asking a question. They are holding my money and no one is HELPING ME. This has left a nasty stain on what is suppose to be a special occasion for someone who is elderly. The level of compassion I've received has been appalling. I will NEVER shop at Macy's after this. The number listed for the Corporate office doesn't ring, it hangs up. The agents over the phone don't have the number either, there are no managers available....WHO IS RUNNING THIS PLACE ??? I NEED MY MONEY BACK NOW! I'm not waiting 2more weeks and filling anything out when you clearly see the signature does not match the name.
Business Response
Date: 05/06/2022
Dear ********** ********:

I am writing you on the behalf of the Macy's Executive Office regarding your recent BBB complaint. I am truly sorry for the inconvenience and experienced you had while shopping with us for your mother. After reviewing order # **********, it shows credit has been issued back on 5/3/2022. If you wish to replace the order I will be more than happy to do so with free express shipping. Please let me know your thoughts, I look forward to hearing from you soon.

Regards,

Dakota B.
Customer Answer
Date: 05/06/2022
****** ******** *******

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:05/02/2022
Type:Product Issues
Status:
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 luggage through their call center. Was told if I open up an account I would get 20 percent off my order. I made two orders. I only received discount on one order. I was told when I got my bill that you only get up to $100 for new customer discount which is fine if that's the rule, but they gave me $107.75 and after talking with the employee Tristan on 4/22/2022 that they would give me an extra $100. He apologized that the people who took my order did not inform me of the fact. It would take 3-5 business days to take effect on my bill. After 5 days I had not received the credit and called. I was told that they could see the message with Tristan and that he did not promise me a $100 discount. I've ask them to go back and review the tapes since they always say at the beginning your call may be recorded because their employee flat out lied to me. They will not honor the extra $100 discount they said even if after they listen to the tape. An employee told the customer they would do something and now it's not being honored. I feel mislead and deceived.
Customer Answer
Date: 05/02/2022
I wanted to follow up on our claim. I was able to get this resolved by going to the local Macy’s in *** ***** but I do still feel like something needs to be done with the number that Macy’s gives you to call to handle your bill.

This is all with the call center. It’s from the 800 number you get on your bill. I followed up with them again and was told by “Cseti” that if I returned all my items that’s on the bill I would still owe them the $107.75 that I got in opening a new account discount. I ask how that is since I returned everything on the bill. She explained my bill was $703.35. I got a new account discount of $107.75 and my bill was $595.60. So if I returned everything I would only get $595.60 credit and I would still owe them the $107.75. I informed them that you can’t penalize me for returning items (and they have no restocking fees). I told her I would wait for a supervisor and talk to him. I felt like they were trying to bully me into not returning the items. The manager Josh got on and confirmed that she was correct and that I could be charged the $107.75 if I didn’t return for good cause. I said my good cause was that you had lied to me twice already and not honoring what your employee had offered. I said if I had bought clothes and they didn’t fit would you still keep the money? At that point he said oh no we would give you your full refund. That’s a valid return.

They also would not let me do surveys. They conveniently weren’t working at the moment when I asked to take on at the end of my calls. I feel like their call center tried to use intimidation tactics on me and if they do it to me I’m sure they do it to others. That’s not the way to do business.

I will say that I went to the local Macy’s in *** ***** and they were able to help me out. This all has to do with the call center. The number that you get on your Macy’s account statement.

***** **********
Initial Complaint
Date:05/01/2022
Type:Billing Issues
Status:
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 paid 159.38 for a purse. 159.38 was charged to my card ending in ****. I returned the purse in store but my receipt says I’m getting back 146.80 to my card. I am confused as to why I am getting back less than what I paid. I want the full amount back of what I paid.
Business Response
Date: 05/06/2022
We are in receipt of BBB ** ********. We have reviewed the issue. We have determined that the original purchase was made using a promotional item. Per our policy, we do not credit the amount of the promotional item. We have advised the customer of that policy but she was not accepting of the policy. We are sending her a gift card for greater than the amount to be credited that the customer can use at any of our stores or online. We are closing the issue.
Customer Answer
Date: 05/11/2022
****** ******** *******

I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.

Regards,

******** ******
Initial Complaint
Date:05/01/2022
Type:Billing Issues
Status:
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 bought 1 ******* **** watch and was charged for several ******* **** watches to my account without my permission. I want my account audited and any money refunded for extra watches charged to my account without my permission. Macy customer refused to help. A manager a the local Macy's helped by returning a watch at the store and I never got a credit for it back to my account. I need corporate to investigate and refund my account.
Business Response
Date: 06/01/2022
May 13, 2022

****** *******
**************************

Re: Better Business Bureau complaint # ********
Macy’s account ending in ****

Contact Date(s) With Customer: Via Phone and Email May 10, 2022

Complaint Summary:

The customer states she ordered a Michael Kors Watch on macys.com and received the wrong watch. She returned that one at the Store and it was mailed back to the Warehouse. Customer then called customer service and an exchange was processed and the customer received a correct MK Watch. The customer has been charged for 3 Watches on her Macy’s account.

Resolution:

I spoke with the customer on May 10, 2022, to discuss.
• forwarded a request to the customer’s local Macy’s to arrange for the customer to come to the store to return one of the watches for a refund.
• the store contacted and the customer and the customer returned to the store for the return process on 5-12-22.
• a second refund for the wrong watch was also processed to the customer’s account.
• Provided compensation to the customer for the time taken to get the issues resolved.
• Customer was contacted again on 5-11-2022 to confirm that the issues have been resolved.
I consider this matter resolved.

Donna S****
Macy’s Executive Office
###-###-#### Extension *****

cc: Tina Geers
Better Business Bureau

Customer Answer
Date: 06/01/2022
I accept Macy's response.

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