"I was hesitant to buy shoes online due to my picky attitude toward how they fit (i.e. I always try them on in stores before purchasing.) However the local Macy's did not have the Sperry shoes I wanted in stock. The coupons and free shipping on Macys.com made me take the risk of buying them online. The shoes shipped quickly and arrived in good shape- they fit just fine (not that Macy's had any control over that part :-)"

"Terrible customer service on their online service. Apparently I put in the wrong billing number on my account (which is a joint account with my mom). They called her, woke her up, and asked if the order was valid. She said that she'd check with me.

They gave her a phone number and a reference number, and the phone number was wrong (was some sort of auto parts company). Then I attempted to get customer service on the phone. I called between 9:30am-10:30am eastern (on a weekday), and each time it took 5 minutes to get to the menu item to talk to a person. Then, each time they told me that customer service was not available, and I should call back between 9am-9pm M-F, etc.

I wrote them an annoyed e-mail on their website, explaining how I couldn't get them on the phone, and got a form letter response, claiming they were just watching out for their dear customers by avoiding fraud. And that this experience is not indicative of their usual "high quality" customer service.

Oh, and they canceled my order and said I have to call back to un-cancel it... which would mean I would have to get them on the phone, I suppose.

Conclusion: they aren't worth my current and future business. I've placed the order with zappos.com instead. "

"DO NOT ORDER FURNITURE FROM THIS COMPANY!! I ordered a sofa and chair in November to be delivered in January. I knew the date but wasn't sure of the time so I had someone ready to sit at my house all day waiting. I called the company the day before, also again that evening to make sure, and again in the morning. The delivery window was 3:30 - 5:30 pm. I called the person arranged to be at my house and told him not to come, as I would be here between the time they were to deliver. I sat here until 5:30 and finally called the company to find out that they had come at 1:45!!!! I cannot believe they state a specified window and then have the nerve to show up 2 hours before then!! They didn't leave a notice, nothing. When I called to reschedule a delivery date, they rescheduled me for the end of February!!!! RIDICULOUS! There isn't anything they can do to get it here sooner. I even offered to drive to pick it up myself and they won't allow it!!!! When I asked for a discount or money back - I was offered a $50 gift card. What a joke!!! It's not fun living in a house with no furniture, especially when you ordered it 2-3 months in advance and were here when they said they'd be here. The call center people are very nice, but whoever Macy goes through for shipping THE WORST. I have never had such bad service in my life!!!!!"

"Very dissatisfied with my recent online transaction on Macys.com! I purchased a raincoat for my son. I noticed while placing the order that I was being charged sales tax. There is NO sales tax on clothes in NJ, where I live and to where the order was being shipped. I called customer service and asked them why I was charged. I was told that even though the sales tax is appearing at the time of placing the order, once I complete it, sales tax will "fall off". I went ahead and completed the order. The order confirmation that I got still included sales tax in the total. I called customer service again and explained the issue one more time. This time I was told that once the item ships, the sales tax will "fall off". Not to worry, the system will recognize that it is shipping to NJ and will take the sales tax off then. Today, I received my e-mail shipping confirmation. Guess what- item was shipped and sales tax was still included in the total. Called customer service for a THIRD time! Explained the situation again. I was told that they have to verify that what I was telling them was true- and I quote. Yes, as if I can lie about something like sales tax in an entire state! I was put on hold and I was told that even though I am "claiming" that there is no sales tax on clothes in NJ, their "system" insists that this is not the case. I was then told that I have to "prove" that there is indeed no sales tax on clothes in NJ! When I asked what they mean, I was told that I have to provide a letter stating that there is no sales tax in my state. At this point, I lost it. I simply asked "Are you kidding???" not believing what I had just heard. I still cannot believe that a nationally recognized store as Macy's would actually ask their customers to provide proof that there is no sales tax in the state from which they are placing an order!!! Also, I cannot believe the fact that I had to call customer service not once, not twice, but three times over an issue as simple as that. I also cannot believe the fact that not one of these three customer representatives was competent enough to give me a correct answer and rectify the problem. Moreover, I cannot believe the fact that the third customer rep was rude enough to tell me that what I was "claiming" was not true and that I had to prove my point with an official letter! Instead of apologizing that the "system" is wrong and promising to fix this problem right away, the customer rep tried to convince me that I was the one who was wrong. Unbelievable! I will be sure to tell all my friends about my extremely negative experience with Macy's and I can assure you I am not NOT going to shop from that store again! I haven't even received the raincoat I ordered and I already hate the thing! "

"We purchased a Stearns & Foster mattress from Macy's, and we were given an expected delivery date. During the week, we were called three times and sent three emails updating our delivery status. The last email (day before delivery) indicated that "our mattress was on the truck and ready for delivery." The morning of the delivery date (Saturday) we were contacted by a Macy's representative and told that we would have to reschedule. She didn't give us a reason why we needed to reschedule and informed us that this would have to be done on Monday. She also didn't provide us with a number to call and rudely hung up on us when we asked for further clarification. After locating the phone number and speaking to another representative and then a store manager, we were eventually told that a mistake was made. In an attempt to obtain some answers, we spoke with several employees from Macy's, and nobody ever offered an apology. We were also told by a representative that we could just cancel the purchase if we liked. We were eventually told by a manager that he would "make the situation right" and would call us back within the hour. We never heard from him again. Macy's is very quick to promote their "5-Star Customer Service", but our experience wasn't even close to meeting that expectation. Once Macy's made the $2,200 sale, their level of customer service significantly decreased. We would strongly recommend another department store for your furniture needs. "

"Here's an email I just sent to Macy's customer service:

This return has been a nightmare.

The pearl necklace came with a piece of paper that claimed
a return label was included in the package... but there was
no label in the package!

Then I called your customer support system, which is very
difficult to navigate. Whoever designed that system obviously
didn't ever do usability testing with real users.

I finally got through to a human, who promised to email me
a return label. No return label ever arrived at my email box.

Then I went to your website to try to get a return label.
It was very difficult to navigate. Whoever designed that system
obviously didn't ever do usability testing with real users.

I finally figured out how to get it to send me a return label,
which it promised to do within 24 to 48 hours. Why would
an online system take DAYS to generate a return label?
Needless to say, no email ever arrived at my email box.

Now I was up against the deadline for returning the item.
My only recourse was to drive a two-hour round-trip to
a brick-and-mortar store to do the return face-to-face.

Even there, I was initially told that they needed some information
in order to locate the order in the computer, and that information
was nowhere to be found on the paper invoice that came with
the shipment. Fortunately, they were able to look it up using my
credit card number, and I was finally able to complete the return.

In my cynical moments, I think you have deliberately put up
every smokescreen you could think of to try to string
customers along until their return period expires.

Whatever the cause, the end result is very poor customer
service, and I certainly will consider carefully before ever
ordering online from Macy's again.
"

"I love shopping here...I can shop the whole day and not even leave the store. They often have great sales, and the saleclerks are always helpful and professional. Keep up the great reputation!"

"Overall experience: HORRIBLE!! Received someone else's order, have been trying for A WEEK to rectify. My Emails just received a generated response, "Thank you for contacting Macys.com, blah, blah, blah". If I phone, wait, wait, wait. When finally get through to a person, the person "accidentally" cuts me off, so I have to call back in, go through all their stupid options, and wait ANOTHER 15-20 minutes.
They should have extended Customer Service hours, being the HOliday season. They also should have additional Customer Service reps to assist.
So, now I'm out a gift that I had ordered for someone and have this HUGE box of another customer's order taking up precious space in my hallway.
Am trying today AGAIN to get resolved.
Shopping on Macy's.com is a nightmare, not at all a pleasant experience."

"Macy is a great place for bargains. I highly recommend the site although it is sometimes difficult to get through to them on the phone."

"No issues whatsoever with my order. Arrived within a week, packaging could have been better but the whole process was fine. Shipping processing time was about 3 business days. "

"Placed an order for 2 shoes on 09/30/2010. Received an order confirmation the same day. One shoe shipped on 10/05. Order canceled for other shoe on 10/6. It is horrible to wait for 6 days and then have order canceled. What is wrong with their inventory system which takes 6 days to find out if the item is in stock. Awful service from a large brand name store."

"Macys offers high quality products. Although prices can be high, internet specials and free shipping specials can yield a good deal.
"

"Found some great sweaters for my wife at like 75% off which was great. Shiiped out quickly and a good experience all around."

"I am very happy that I ordered. I bought a couple of skincare products cheap, that also came with a free bonus offer gift and free standard shipping. The items came in only two days, even with free standardized shipping. The gift also came in the same package, and everything arrived safely."

"Got a good shirt at a decent price. "