"Macy's Online - Horrible!

I purchased a vacuum cleaner as part of a Cyber Monday Special. When the order was placed, the website indicated that the item had an expected ship date of 12/4. On 12/5, the item still had not shipped and was still marked as shipping on 12/4. I called customer service and was told that the item was in the warehouse and was waiting to be scanned and shipped and that the status would be updated by the end of the day. The next day, 12/6, status was still the same - shipping on 12/4. I called Customer Service and was told that the item was expected to ship on 12/4. I said "It's now 12/6". She said, "It is expected to ship on 12/4". Really???? She told me not to worry that the item would arrive within 3-6 days from 12/4 so will be there by 12/10. I said "It hasn't even shipped yet, how can you say it will be here by Tuesday?". I then asked to cancel the order but was told I could not because it was already preparing to ship.

Needless to say, incompetent customer service that is completely frustrating. I love Macy's stores but from this point on will only shop in the stores - no more online!"

"I will echo the earlier review of online Macy's. They shipped me the wrong pair of shoes, then when I wanted to return it, they said I would have to pay the shipping. WHAT?! It was their mistake and they said I had to pay the shipping unless I exchanged the item. I wasn't going to do that after the hassle of dealing with their customer support people and their warehouse. I have recently ordered about 10 pair of shoes from Zappos with no issues. Go there if you are looking for shoes."

"Shopping online at Macy's was the worst online shopping experience I have ever had. I tried to get a refund for broken items I received and they kept sending me more of the same item instead of a refund. I was kept on hold for almost an hour and had a supervisor lie to me regarding cancelling the reshipment. The Customer Service representatives kept giving me incorrect information. I spoke to 4 different representatives and none of the information I received was correct. I will never shop at Macy's again."

"Made the mistake of purchasing a gift online, to include personalized message and "gift" box. When trying to apply promo code, system would not accept it. (Note: item was listed as "Available online only") It was a birthday gift, small size (jewelry item)and I requested it be gift wrapped and had card with personalized message. The gift arrived, in a huge "gift" box (red) with small white single side card (at least the spelling was correct) with the price tag attached to the item (inside the "gift box")
Flash forward 3 days, drop by local Macy's, there the same item is in the show case, priced 40% less than the online cost.
Never ever ever order online from this retailer...."

"I will never deal with Macys again. I am still trying to receive a credit for an item that was never shipped. Customer service is in the Philippines and they are absolutely no help. I have been told 5 different stories as to why my order never shipped and why I have not received credit to my cc. I am sure they are fine if u never have to return anything. At this point I believe I am being ripped off and will never see my credit.I would never recommend Macys!!!"

"UPDATE: Eventually they shipped the right vacuum, and did not ask for (or provide return shipping info for) the other one back. So, that's that.

Bought a vacuum cleaner from Macy's, and one was delivered several days later... only, it's the wrong one. Right brand, wrong (cheaper) model. I email customer service, and it takes 3 days to tell me that a "request" is being submitted to the warehouse to see whether or not they'll ship me the right item or refund my money.

That was 11 days ago, and I've heard nothing. Will not buy from Macy's again.
"

"After waiting for the football season fort seven months, I spent the entire game on the phone with nitwits from Macy's customer service. At 1PM I told my daughter "I'll have this taken care of in five minutes." With 2:23 left in the game I sat down, finally free of Macy's. At one point I had almost $1,000 CHARGED ON MY CARD FOR A $139.00 PURCHASE. The customer "service" person kept placing orders without knowing what he was doing. Didn't even know what promotions they were running. At one point my total was $192 higher than the full costs of the dresses, which were 15% off, and for which I had a $79 gift card. ***Never*** again. Ever.Ever.Ever."

"I ordered a sofa and media center in May 2013. I was contacted in June 2013 that the issue was delayed until September. I was contacted again that the issue was delayed until November. I contacted them in August and they said that a partial sofa and center console will be delivered on Sept 7th. Only Sofa arrived.. Contacted customer service three times, they can only yes me.. Managers have no authority. I will never shop at Macys again."

"Very frustrated with Macy's Online. My order was left by UPS in an insecure location and was stolen. I've been trying to work with customer service for over 2 months to have them reship/refund the order. I get a different rep every time and the usual response is that "the warehouse contacted and you will receive a notification when your order has shipped."

After about 1.5 months a rep told me that the issue was resolved and that there was nothing they could do. At this point I don't really care about the $60 item, I've wasted to much time.

I've moved the rest of the items on my wedding registry over to Amazon. Amazon has the same items, lower prices, and better business."

"We recently had a HORRIBLE experience trying to buy a mattress at the Home Store. We went down to Macy's to look at mattresses during a mattress and bedding sale and decided to buy on of their higher-end mattresses for our home. (the mattress was over $6000)
First, the mattress could not be delivered for over 2 weeks (they said they don't keep mattresses in stock....what???). Their delivery times were very inconvenient for our work schedules, but they would not budge. They only offered two delivery times in a month.
We bought the mattress with every assurance from the sales staff that we would receive it as scheduled. Macy's staff then somehow managed to deliver the WRONG MATTRESS THREE TIMES!!!!!!
Their "customer care" staff (that I would describe as "customer I don't care" staff) was totally detached and even very rude most of the time, and did not do anything to address the real problem, that the mattress we had purchased was not being delivered.
The Macy's Home Store manager was absolutely useless!! She made promises to us that she would solve the problem, like talking to the warehouse manager, calling the manufacturer, etc., and then obviously did nothing!.
For some reason, they could not understand that the floor model mattress was not the one being delivered to our home. (I learned later that it is evidently common practice for Macy's to leave older models of mattresses and furniture on the sales floor in spite of the fact that the manufacturer may not have that model any longer)
The mattress they kept trying to deliver (at great inconvenience to us, as my wife had to take off work each day to come home to meet the delivery guys) seemed much cheaper and less well made than the mattress we had paid for. (it looked pretty "standard" except for the fabric, and was only 12 inches thick and when the mattress we ordered was over 15 inches thick) We even went back to the store with pictures of the mattress and the mattress tags that were attached to the one delivered, and nobody seemed to care or feel the need to investigate the problem. We checked the tag on the mattress we had picked out and ordered in the store, and it did not match the one in our home.
When we pointed that out to the sales staff they claimed for some crazy reason that "it doesn't matter what is on the tag." What????
They seemed to only care about losing their sales commissions. They obviously did not care to spend enough time to help us. The sales staff (or Home Store manager) would not even actively take charge in any way. They made us call "customer care' ourselves (which, by the way, is in Florida....it might as well be in India....) and they would not even allow us to talk with the Supervisor of the Home Store Manager. He was always "in conference" somewhere or "unavailable." We left messages for him and our calls were never returned.
After our second botched delivery, it was starting to seem like a classic "bait and switch." Sell them the expensive mattress, but try to deliver the cheap one. Maybe they won't notice.......
When we finally decided we had enough and that we wanted to return the mattress, they made it as painful and inconvenient as possible. it turned into a screaming match on the telephone before they finally reneged and allowed us to send back the mattress. Even then, the refund to our credit card had to be "approved" and it has still not come through days later!
In the meantime, after returning our mattress, we had NOTHING to sleep on because they had taken away our old mattress at the first delivery!
We will NEVER buy another thing from Macy's!!!! I did not want to give even a "one star" rating for them!!
Go buy your mattress at a mattress store (like Mattress Warehouse). You will get a high quality mattress that will likely be in stock and will be delivered the next day!
Just go somewhere else to buy furniture or bedding!!"

"I ordered two cosmetic items that included a free gift with online purchase. This was to be a birthday gift for
my sister in Califrina. Be careful with there free shipping. It went for USPS then transfred to Mail Inovations
a division of UPS. During that time somehow the address was changed. As I watched all this through tracing I noticed the address change. Tried to contact Mail Inovations by phone and email no such luck.
They retuned item as undeliverable even with the delivery phone number was included for any delivery issues. I contacted Macy's. A mature English speaking woman was helpfull and apologized that it did not
arrive in time for her birthday and set up redelivery. I had paid for gift wrapping and a card. Package arrived
in a brown box, no gift wrap, no card and best part sales receipt showing charges. It arrived on July 18th was ordered July 3rd. Contacted Macy's again, this time a young Indian gentleman was handing this, I was polite and courteous and he was trying to follow the story but got confused most likely by all the remarks in the history of the shipment. I asked for a supervisor. Put on hold for 15min for someone else that could not
help me. That was told a manage would call me back as none were available at the time. Sure, I'm still waiting. They did credit me for the gift wrapping. How nice. If your still reading this , it's past the credit or refund issue. How many times a day does this happen at Macy's? Who knows but it won't be again. I've worked 38 years in customer service for a large corporation. I know one thing. When the company doesn't
care you will lose customers and they will not be back. Like myself good bye Macy's. there are better companies that want my business. I'm posting this just incase a Macy's employee will see it.
Happy shopping."

"Macy's @ Dallas NorthPark is very good; Macy's online aka macys.com is pretty awful

Macy's @ Dallas North Park is very good. Would just prefer to also have the option to shop online (& some online deals are not available at physical location stores)

Macy's online:

1. DOUBLE-BILLED, with NO APOLOGY
I placed an order totalling around $650, to take advantage of sale.

My credit card/ debit card was double-billed - once for "batches of items" out of the order AND THEN also for the total amount of the order. There is NO EXCUSE for this! Then when I called to resolve, I got "AMY BAMLIAN" in "online disputes". She asked me my name 3 separate times, and insisted this was very appropriate (it's not that she asked me to repeat because she misunderstood - I spelled my name, gave her the order # which she found on the system... but despite this, as she continued her "process", she again TWICE had me repeat my name w spelling - even though she said she had the order right in front of her. She also insisted she could not work to resolve this problem without extensive information about my bank card AND my bank account - info which far exceeded what banks advise customers to ever give out over the telephone. Plus she insisted that any possible resolution would require a conference call with my bank. Also insisted that this practice of sending the item through twice is "standard" and "no big deal" (as it would be, reversed out later) - NOT acceptable! NO VALLID JUSTIFICATION for this double billing AT ALL. Also said this procedure is necessary for any large order. SO I'm being penalized for buying a lot? THAT is certainly easy to fix - won't buy ANYTHING from Macy's online from here on.

BTW - NO TELEPHONE NUMBER is given online for ways to contact macys.com to resolve problems. Only offering is a list of answers to possible questions (none applicable here... and this approach would never resolve a double-billing problem)) and some sort of email contact, saying someone would get back to me later (no turnaround given). NOT ACCEPTABLE and NOT ADMIRABLE.

Luckily, Macy's NorthPark had no trouble providing me with the number for customer service/ problems w Macy's online:

1-***-***-****.

I finally just hung up on this useless waste of my time phone call, and called my bank to request that they resolve this directly with macys.com - which my bank did. (Too bad Macy's does not respond to me, the customer, the way they did to my bank.)

2. WRONG ITEM, RUDE RESPONSE

Same order, after all of this: Order delivered in a number of separate shipments. Had received a series of emails, confirming my order, and confirming shipment of the various items. These emails confirmed (i) my ORDER of the "Voss" flatware set, and (ii) shipment of the "Voss" flatware set. However, despite all of this detailed "confirming", the flatware set I actually received was "Splice" rather than "Voss."

Again I called (luckily, at this point I had the number - but only because I had ALREADY had the above-described problem with this order). Officious person I reached this time did not provide her name but immediately presumed to call me by my first name. Rude, presumptuous & inappropriate (not to mention extremely irritating, especially in light of all the difficulties & incompetence i had already experienced with this one order).

I asked for her name (Lauren - wouldn't give last name) and told her she should address me w my last name. She told me I "would have to" return ;this wrong merchandise using the return shipping label, and that once the return was processed the right set could be sent to me... wit;h the result that this item that I had ordered in reliance on fast shipping and getting it quickly would now take AT LEAST an additional week to reach me. When I asked whether I couldn't just return it at my local store (not an option she offered), she only then acknowledged that that was an additional way I could choose to return/ exchange for the right item.

BOTTOM LINE - macys.com clearly does not grasp the online concept. Macy's @ NorthPark is only about a mile from my house. But sometimes I prefer to "gather" my purchases online and skip the hassle of walking all over the store; plus it's easier to view various product details , see customer reviews and compare product pricing online (ALTHOUGH it's more difficult to determine colors, quality, etc.). However, having to deal with this much hassle over an online order (about an additional 2-1/2 hours to address the above-described problems, including the in-store return, but not including the "suspense time" for resolution of the double-bill matter) eliminates any time & effort saving advantages of ordering online.

In the future, I'll do my "product research" online, but make all of my actual purchases in the store."

"Macys.com is not even worth 1/2 a star.
Ordered a pearl ring size 5 on 5/10/2013,, got a shipping notification on 5/16. Received a cheap 3 stone ring that is like size 8 on 5/20/2013 with tag cut off ( it says you can not return the item if the tag is detached.) Honestly, someone in the warehouse switched the item and now Macys.com says the item I wanted is no longer available. I shop at Macy's locally frequently, and never had issues. You would expect something like this from Walmart or Kmart, not from Macy.com. I chose to sent the cheap ring back using my own Fedex account because I do not trust their prepaid UPS label any longer. "

"I ordered a juicer on-sale for mother's day on 4/29. Received a shipping notice on 5/1 with a delivery date of 5/3. When I tracked, it said the item was sent back to the sender and was recent with a delayed delivery date of 5/6. I didn't mind the delay on the item, BUT on 5/6 I didn't receive anything! So I went to track again, it said it was delivered, to a completely different address!! I called to see if they had accidentally made a mistake on the address. First they told me I had returned the item to them and that's why it was sent to someone else. I stated that I have not touched this order since it was placed. Then after a long wait, the lady on the phone came back and said the reason was because the juicer was already sold out when I placed my order, so that why I didn't receive it. SERIOUSLY? then why would you have one sent to the other address?? On top of it, my friend that had placed his order soon after me got his juicer on 5/3!! I asked if they could send me another one, but they insist that they are sold out while I see it clearly for sale on the website still!! Now I have nothing for mother's day to gift am EXTREMELY disappointed at Macy's!! It was my first order with Macy's and it will for sure be my LAST!!"

"On 4/6/13 I purchased 3 items of clothing with my bank card. I took everything back the same day, got a return slip,& was told the amount would be refunded to my acct. Today is 4/15/13. I'm still waiting. After several attempts at calling the store & emailing customer service with no response, I contacted the BBB In the past I have purchased hundreds of dollars worth of clothing. In the future it will be 0. What a waste of reputation and business over $45.64."