Complaints

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

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• 

  Macy's

  9111 Duke Blvd. Mason, OH 45040-8999

• 

  Macy's Department Store - Corporate

  4500 Gulf Freeway Houston, TX 77023

• 

  Macy's

  8200 Perry Hall Blvd Baltimore, MD 21236

• 

  Macy's

  310 Daniel Webster Highway Nashua, NH 03060

• 

  Macy's

  85 Rockingham Park Blvd Salem, NH 03079

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:07/02/2025

  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.

  In April, I made a purchase at Macy's for $69.99. When my credit card bill arrived I immediately went into my bank on line and paid the full amount.
  Ever since Macy's keeps ,sending me notices that my bill was not paid. It turns out Macy's has 4 different account numbers for me. I have sent them via fax proof that the bill was paid. One person admitted to me on the phone that the money was received but credited to the wrong account. Since then, I continue to receive dunning notices and also statements. Some statements say I owe 69.99 other say I have a credit for 69.99. Yesterday I received two checks from Macy's, one for 69.99 and one for 62.08. Today I again received a letter stating that I have not paid my bill. I owe Macy's nothing, and Macy's owes me nothing. Why can't I get this straightened out?

• Initial Complaint

  Date:06/26/2025

  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.

  On 4/26/25 I purchased a mattress from Macy's online, through the Macy's app. The order number is **********. The price was $1979.00 and the information on the product page stated the amount of Star Rewards points that would be earned for the purchase. This information was a factor in my purchasing the mattress through Macy's online. Later, I received a call from a Macy's rep to confirm the purchase and that it would be a regular purchase on my Macy's card. The mattress was delivered on 5/19/25.
  The Star Rewards points were never applied to my account. I read all the terms and conditions and there was nothing that would disqualify the purchase from the program.
  I began calling customer service about a week after the delivery. I have made 4 calls. Each call was very long with many transfers and hold times. I spoke with at least 8 people. Only one seemed to understand the situation. On the first call, I was told a request was forwarded and it would be resolved in 7 to 10 days. It did not happen. I was placed on hold on the second call for over 20 minutes and had to hang up. The last person on the third call said that they just needed to add my phone number and email to my Rewards account and the points would be added in 24 hours. It did not happen. The fourth call seemed promising. I was told an escalated complaint was sent and the rep would call me back within 5 days. Did not happen. I received a letter stating that it can take a full billing cycle to see the points on my account. That time has passed and it hasn't been resolved. The points due are 9895.

  Business Response

  Date: 07/08/2025

  Attached is our response to the above referenced BBB complaint (text below) that has been mailed to the customer address on file.

  
  July 8, 2025
  
  ******* *****
  ** ******** **** ****
  ************* ** *****
  
  RE: Better Business Bureau complaint # ********
  Macy’s account ending in ****
  
  Dear ******* *****:
  
  We are in receipt of your comments filed with the Better Business Bureau (BBB), which were forwarded
  to Macy’s Executive Office. As an Executive Office Administrator, I was asked to review and respond to
  your concerns on behalf of ********, N. A. (****).
  
  Please accept our apology for the difficulty you have experienced regarding the missing Star Rewards
  points. As customer service is crucial to the success of our business, it is always a concern when one
  customer is not satisfied with the level of service we provided. It appears that we fell short of our goal to
  provide you excellent customer service and we thank you for bringing this matter to our attention.
  
  Upon receipt of your complaint, I reviewed your account and found that an order for a mattress was made
  on April 26, 2025, in the amount of $2,143.93. The mattress was billed to your account on May 19, 2025.
  Our records indicate the Star Rewards points were not awarded at the time. Our research determined that
  you have two (2) separate loyalty numbers. You only need one. In order to close the loyalty number that is
  not associated with your Macy’s account ending in ****, you may contact me directly. You may also call
  Customer Service at ###-###-####.
  
  A review of our records confirmed that when you called on June 6, 2025, the Customer Service colleague
  you spoke with confirmed that 9,895 points would be added to your wallet, but they failed to do so. I added
  9,895 points to your profile on July 7, 2025, which generated a $100.00 reward card. The rewards will be
  available July 8, 2025. This reward certificate will expire on August 6, 2025.
  
  Thank you for bringing this matter to our attention and giving us the opportunity to respond. If I may be
  of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.
  
  Sincerely,
  
  
  Carrie A*******
  Macy's Executive Office
  Tollfree: ###-###-####
  Direct line: ###-###-####
  For TTY: We accept 711 or other Relay Service
  
  cc: Better Business Bureau
  
  
  

  Customer Answer

  Date: 07/08/2025

  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:06/25/2025

  Type:Billing 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 find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history.

  Business Response

  Date: 07/09/2025

  Please see the attached response letter for Bernice Lee under complaint #********  (text below)**Enclosures will be sent separately**  

  
  
  July 9, 2025
  
  
  ******* *** ***
  **** *********** *****
  ***** ****** ** *****
  
  RE: Better Business Bureau ID #********
  Macy’s Store Account ending in ****
  
  Dear ******* *** ***:
  
  We are in receipt of your complaint filed with the Better Business Bureau (BBB), which was forwarded to
  Macy’s Executive Office. As an Executive Office Administrator, I was asked to review and respond to
  your concerns on behalf of ********, N.A. (****).
  
  Upon receipt of your complaint, we reviewed your account and found that the credit reporting agencies
  contacted our offices electronically via Automated Consumer Dispute Verifications on multiple dates from
  October 8, 2019, to July 8, 2025, transmitting disputes concerning our reporting of the account. When an
  account is disputed with the credit reporting agencies, a notice is sent to us to verify the information that
  we are reporting. A response was returned to the credit reporting agencies each time confirming the
  accuracy of the reporting status.
  
  Upon receipt of your complaint, we reviewed your account and found that the information below is
  currently reporting for this account to **********. The account is not shown on your ******* or ********
  credit report; therefore, we sent a request to ******* and ******** asking them to update their records with
  the information below:
  
  Open date: May 23, 2009
  Last payment date: October 26, 2020
  Last purchase date: August 2, 2018
  Charge off date: January 14, 2020
  Balance: $0.00
  
  After the account charged off due to delinquency with a balance of $2,162.33, you entered into an agreement
  to settle the account balance for $1,622.00. Within sixty (60) days of receipt of the payment that satisfies
  the settlement agreement, a credit for the remaining account balance was issued. At that time, the account
  reporting was changed to reflect as a “paid, charged off for less than the balance owed.” The charged-off
  account is not removed from the credit report; the charged-off account will remain on a credit report for up
  to seven (7) years from the date of the first delinquency that led to the account charging off, which in your
  case was July 10, 2019. At that time, it is the credit reporting agencies that are responsible for removing
  the information under the Fair Credit Reporting Act (FCRA).
  
  It is not ****** policy to remove any delinquency from your credit report, unless it occurred as a result
  of a billing dispute or bank error. As a credit provider, we are obligated to report the account accurately
  to the credit reporting agencies, whether it is favorable or unfavorable to the customer. After researching
  the delinquency on your account, we found the information to be correct. Our records indicate payments
  were not received for the July 9, 2019, through January 9, 2020, payment due dates. For your records and
  review, enclosed are the relevant billing statements. If you have documentation of a payment made
  during this time that was not applied, please forward a copy to my attention at the address above. Upon
  receipt, additional research will be completed. Respectfully we are unable to remove the account from
  your credit report as you requested.
  
  On July 8, 2025, because you disagree with the information we reported, we requested the reporting
  agencies to add a note to your credit report stating that the information is “disputed by the consumer.”
  Should you wish to have the “disputed by consumer” note removed from your credit report, it will be
  necessary for you to contact us at the address listed above.
  
  Thank you for bringing this matter to our attention and giving us the opportunity to respond. If I may be
  of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.
  
  Sincerely,
  
  
  
  Nadine R*******
  Macy's Executive Office
  Dept. Toll Free: ###-###-####
  Direct line: ###-###-####
  For TTY: We accept 711 or other Relay Service
  
  cc: Better Business Bureau
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/22/2025

  Type:Billing 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 closed my bloomingdales credit card and have been in touch with customer service to pay 50.00 every month because the account is closed which they said ok. But on June 22,2025 I received an alert on my credit bureau stating my account is default. I tried to contact customer service to please remove the default which they Saud that when I paid 50.00 they send it back to my account which is not a fair practice . I want to continue paying 50.00 a month and to have my name restored on my crefit bureau company that it's damaging for me if I want to apply for other job or credit card.

  Business Response

  Date: 07/08/2025

  Please see the attached response letter (text below) and enclosures that have been mailed to the customer address on file. 

  July 8, 2025

  ***** ******
  ** ****** ******
  ********* *
  West Roxbury, ** *****

  RE: Better Business Bureau Complaint #********
  Bloomingdale’s credit account ending in ****

  Dear ***** ******:

  We are in receipt of your complaint filed with the Better Business Bureau, which was forwarded to Bloomingdale’s Executive Office. As an Executive Office Administrator, I was asked to review and respond to your concerns on behalf of Citibank, N. A. (CBNA).

  Please know CBNA complies with the rules regarding credit bureau reporting. Notification regarding the information which may be reported for your account is included in the CBNA Credit Card Agreement (Agreement) which states we may report information to the credit bureaus, including late payments, missed payments, or other defaults on your account. In addition, cardholders are reminded of our credit bureau reporting as we include the following text in a boxed format at the end of our annual privacy notice disclosure which is supplied to cardholders: Important Information about Credit Reporting. We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.

  Upon receipt of your complaint, we reviewed the above-referenced account and found the credit reporting agencies contacted our offices electronically via Automated Consumer Dispute Verification on June 27, 2025, and July 4, 2025, and transmitted disputes regarding our reporting of the account. When an account is disputed with the credit reporting agencies by a consumer, a notice is sent to us by the credit reporting agencies to verify the information we are reporting. It is not a request for validation of the account. A response was returned to the credit reporting agencies each time confirming the accuracy of the reporting status.

  We have confirmed that the following information is correctly reporting to the credit bureaus for the above-mentioned account:

  Open date: June 18, 2023
  Last purchase date: December 15, 2024
  Last payment date: June 7, 2025
  Closed date: January 6, 2025
  Balance: $1,626.27
  
  Review of your billing statement with the closing date of December 20, 2024, shows you had a balance of $3,772.73, with a minimum payment of $146.84 due by January 17, 2025. No payment was received, resulting in your account becoming one (1) month past due for January 2025. Your account has remained past due since that time. Our records show that payments were received on January 23, 2025, January 30, 2025, January 31, 2025, February 21, 2025, March 7, 2025, March 22, 2025, April 12, 2025, May 16, 2025, May 22, 2025, and June 7, 2025; However, these payments did not fulfill your minimum payment due, and your June 7, 2025, payment was returned for insufficient funds. A copy of your billing statements with closing dates of December 20, 2024, through June 20, 2025, are enclosed for your reference.

  Please be advised that our records do not show any payment arrangements established for your account before July 2025. Our records show that on July 3, 2025, you entered into a payment arrangement for your account. As indicated in your payment arrangement letter dated July 5, 2025, you agreed to make monthly payments of $37.00 until your balance has been fulfilled. Interest will continue to accrue on the account at 4.90% Annual Percentage Rate. The account will be reported closed. Your past due status will continue to be reported as long as the account remains past due, and late payments, and missed payments, may continue to reflect on credit report. A copy of the payment agreement letter is enclosed for your reference. Our review has determined that there are no credit bureau corrections need for your account at this time.

  Because you disagree with the information reported, on July 7, 2025, we requested the reporting agencies to add a note to your credit report stating the information is “disputed by the consumer.” Should you wish to have the “disputed by consumer” note removed from your credit report, it will be necessary for you to contact us at the address listed above.

  Thank you for bringing this matter to our attention and giving me the opportunity to respond. If we can be of further assistance on another matter, please do not hesitate to contact us at the telephone number listed below.

  Sincerely,

  C****** P****
  Bloomingdale’s Executive Office
  Dept toll free: ###-###-####
  Direct Line: ###-###-####
  For TTY: We accept 711 or other Relay Service

  
  Enclosures
  Cc: Better Business Bureau

• Initial Complaint

  Date:06/21/2025

  Type:Billing 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.

  MISLEADING FALSE REPORTING
  
  Macy’s
  
  Account Number: XXXXXXXXXXXX ****
  
  This account is inaccurate and I'm seeking litigation please delete at once. This inaccurate information is reported on my credit report I will want it to be removed now. I sent letters on 05/30/2025 and nothing was resolved. I want it deleted now this has me feeling down and stressed out about this.

  Business Response

  Date: 07/01/2025

  Attached is our response to the above referenced BBB complaint (text of letter below). This letter has been mailed to the customer address on file. Thank you.

  July 1, 2025
  
  ******* *****
  *** * **** ******
  *** ******** ** *****
  
  RE: Better Business Bureau complaint # ********
  Macy’s account ending in ****
  
  Dear ******* *****:
  
  We are in receipt of your comments filed with the Better Business Bureau (BBB), which were forwarded
  to Macy’s Executive Office. As an Executive Office Administrator, I was asked to review and respond to
  your concerns on behalf of ********, N. A. (****).
  
  We received Automated Consumer Dispute Verifications (ACDVs) from the credit reporting agencies on
  multiple dates between May 2021, through June 2025. These communications requested that we verify the
  information being reported on your account. In each instance, we conducted a review and confirmed the
  accuracy of the reporting provided. We have not received any other letters of dispute.
  
  Please know, **** does not report an account as 30-days delinquent until two (2) consecutive minimum
  payments are missed. In the event three (3) consecutive payments are missed, the account will be reported
  as 60-days delinquent. Our review of your account confirmed your account was reported 30 days delinquent
  in November 2020. The account was reported 60 days delinquent in December 2020, 90 days delinquent in
  January 2021, 120 days delinquent in February 2021, and 150 days delinquent in March 2021.
  
  Our records indicate the required minimum payments due were not received for October 8, 2020, through
  March 8, 2021, payment due dates. The account was settled in March 2021. A payment in the amount of
  $117.04 was received on March 18, 2021. Late fees totaling $175.54 were removed as a courtesy. If you
  have documentation of a payment made for these payment due dates that was not applied, please forward a
  copy of the documentation to my attention at the above address. Upon receipt, additional research will be
  completed.
  
  It is not ****** policy to remove account reporting from your credit report, unless it occurred as a result
  of a billing dispute or bank error. As a credit provider, we are obligated to report the account accurately to
  the credit reporting agencies, whether it is favorable or unfavorable to the customer. After researching the
  reporting for your account, we found the information to be correct. Regarding the delinquencies reported,
  our records indicate we did not receive payments to satisfy the required minimum payments for the above-
  mentioned payment due dates.
  
  Because you disagree with the information we reported, on July 1, 2025, we requested the credit reporting
  agencies to add a note to your credit report stating this information is “disputed by the consumer.” Should
  you wish to have the “disputed by consumer” note removed from your credit report, it will be necessary for
  you to contact us at the address listed above.
  
  As of the date of this letter, your account has a zero ($0.00) balance.
  
  Thank you for bringing this matter to our attention and giving us the opportunity to respond. If I may be
  of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.
  
  Sincerely,
  
  
  Carrie A*******
  Macy's Executive Office
  Tollfree: ###-###-####
  Direct line: ###-###-####
  For TTY: We accept 711 or other Relay Service
  
  cc: Better Business Bureau
  
  
  

• Initial Complaint

  Date:06/21/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Date of order 6/25/25

• Initial Complaint

  Date:06/20/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 an item on macy.com. They shipped through ** ****. The tracking was provided on 6/11/2025 but never updated. It finally updated on 6/20/2025. The package was wrongfully delivered to the wrong address by one trac on 6/14/2025. I did not know that and have contacted macys various time to get an update on tracking and a refund since it was taking a long time to get my package to only discover that ** **** had delivered and to the incorrect address. Macy did not want to refund me my money and said I would have to wait up and to until 6/23/2025 until they investigated. Also went I advised I paid with a giftcard I would receive my money through a giftcard through adress I provided. I advised. I do not receive usps postal service there and would lose out on the amount of the giftcard. They did not want to work with me to find an alternative. So I do not have my package and have lost out on 27 dollars of a giftcard I will not receive back from Macys. As of the date of this complaint Macy has not refunded me my amount for lost merchandise and provided me an alternative to recieve my giftcard amount when they and if they do decide to refund me. I have been reaching our various times and macys has given me to the go around as to why they cannot refund me my amount for a lost package.

• Initial Complaint

  Date:06/20/2025

  Type:Billing 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.

  To Whom It May concern:
  i had 110 in my reward account and when i wanted to use it . It's gone
  someone hacked into my account and used it without my knowledge.
  i called Macy many times and spoke to many different people and they told me someone in fraud department will contact me back. Then i didn't hear back after 10 days i called back many times and the calls kept getting hang up on after they pout me on hold . i don't know if they intentionally did that or nor but until today still no resolution.
  i emailed them and one one got back to me.
  they see someone name and address used my money to purchase some shoes but clearly it's not me and the ordered was sent to someone else
  i didn't get any email confirmation otherwise i would call them immediately to cancel the order. I want them to refund 107 money they was taken my account

  Business Response

  Date: 07/07/2025

  
  Please see the attached response letter (text below) that has been sent to the customer address on file. 
  
  July 7, 2025
  
  ***** ****
  **** ********** ***
  Sacramento, CA *****
  
  RE: Better Business Bureau Complaint # ********
  Macy’s American Express account ending in ****
  
  Dear ***** ****,
  
  We are in receipt of your complaint filed with the Better Business Bureau (BBB), which was forwarded to
  Macy’s Executive Office. As an Executive Office Administrator, I was asked to review and respond to your
  concerns on behalf of Citibank, N. A. (CBNA).
  
  Upon receipt of your complaint, we reviewed your Macy’s American Express ending in **** and the
  associated Loyalty account; it was confirmed that on May 30, 2025, $107.00 in Star Rewards Money was
  used to place an order under a different name and shipping address. Further review of account records
  confirm that you had contacted Customer Service on several occasions between June 4, 2025, and June 14,
  2025, to report the unauthorized use of the Loyalty account and to request the replacement of the Star
  Reward Money; however, your claims were not properly filed or followed up on. We expect all of our
  customers to feel valued and heard and are disappointed to learn that this was not your experience. Feedback
  will be shared with the appropriate management team to ensure the issue is appropriately addressed. Please
  accept our sincere apology for the time it has taken to resolve your concern regarding this matter. We
  understand addressing potential fraud issues is a stressful situation and I am sorry for the additional
  frustrations and inconvenience that you have experienced in your efforts to replace the missing Star
  Rewards Money. On June 26, 2025, we added 15,000 reward points to the loyalty profile associated with
  your Macy’s American Express account referenced above. This will generate $150.00 in Star Money that
  can be used online or in stores. Some exclusions may apply, and the Star Money will expire on July 26,
  2025.
  
  As of the date of this letter Macy’s American Express ending in **** is open with a balance of $4,222.08.
  
  Thank you for bringing this matter to our attention and giving us the opportunity to respond. If I may be of
  assistance on another matter, please do not hesitate to contact me at the telephone number listed below.
  
  Sincerely,
  
  C**** G***
  Macy's Executive Office
  Dept tollfree: ###-###-####
  Direct line: ###-###-####
  For TTY: We accept 711 or other Relay Service
  
  
  Cc: BBB
  
  
  

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a Bloomingdale/s gift card for a series of facials at ******* 5-20 for $405. Wishing to use it the first time, yesterday, it was "empty". First told it was an old "used-up" card, then that the photo I took of it on my phone was not of that card but another also "used-up" I was held exactly 55 minutes after the 90-minute facial while investigated, accompanying a sales person to two customer service locations, nothing able to be done, finally told it was the card recently purchased but that it was "frozen" for reasons no one could say. The sales person called another number and after a 14 minute hold was told it would take 30-60 days to investigate after which a new card would be issued.
  
  At 87 years of age I seemed to be being told I couldn't keep the new card straight from old ones, and luckily did not have a dinner or theater date as my facial was over at 6:30 but could not leave until 7:25 unless, I am assuming, I paid another fee for the facial. Nor did I ask to use the ladies room though I would have wanted.
  
  Every staff member at ******* was lovely. The Esthetician as well remained the 55 minutes, unfair to her. It was not their fault. Bloomingdales, as I've experienced, before, could care less if they treated me as suspect and kept me for the time they did. A "true" Corporation, I was nothing to them.
  
  Told it would take 30-60 days I said I would cancel my July app't and make one someplace else. It was fine with Bloomingdales. They could ask it to hurry but not assure they could hurry the process, they said. *******, though, asked me to keep the app't and would not charge the card until it was replaced. I happily will return for my July app't., and wish nothing but to know how this happened, why it was frozen, and how in the world I can keep this from happening again at this store. The Esthetician is the best I've had over my many years of facials, but the experience with this card was insulting.
  
  Thank you,
  
  ** ****

  Customer Answer

  Date: 07/21/2025

  Clarins took care of it. Something had been in-put incorrectly by their staff.
  
  Bloomingdales could care less although Clarins rents spade in their **** ** store. Bloomingdales Customer Service was rude, gave incorrect information, and did not respond at all. It is a store that thinks itself too big to fail. Many have, though, their size and larger.
  
  Thank you, as always,
  

  
  

• Initial Complaint

  Date:06/19/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 recently placed on order for clothing on Macy’s.com website on May 23, 2025 using the Macy’s mobile app. During the checkout process I used the ***** *** option which should be currently shipping and billing address. After placing the order I received a shipping confirmation email and noticed that the shipping and billing address was listing my old address which is located in a different state.
  
  I contacted Macy’s on May 26th while the order was still pending shipment to communicate the issue and asked if they could cancel or update the shipping address for the order. They informed me that they would contact to seller, but it may be too late to stop the order from being delivered to the wring address.
  
  I contact customer service later in the day on May26 after the order shipped and requested a refund. I was told by the customer service rep that I would need to wait for the order to be delivered before requesting a refund.
  
  On June 1st after the order was delivered to the wrong address, I contacted Macy’s to request a refund and again on June 13th.
  
  On June 19th, I contacted customer service to inquire about the refund and was yold by the rep that the seller denied my refund request. The customer service rep was now going to file a claim directly with Macy’s for a refund and I will receive feedback in 5 business days.
  
  At this point it seems like I am getting nowhere with my refund request from Macy’s and I am submitting this request with BBB for assistance with getting a refund since the incorrect shipment occurred due to a big in the Macy’s app which ignores the billing anf shipping address that is submitted with the payment when using the app.

  Customer Answer

  Date: 07/22/2025

  The business contacted me and the issue was resolved.