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

• 

  Bloomingdale's Department Store

  390 Hacksack Ave Hackensack, NJ 07601

• 

  Macy's

  7900 Ritchie Hwy Ste B4 Glen Burnie, MD 21061

• 

  Macy's

  8200 Perry Hall Blvd Baltimore, MD 21236

• 

  Macy's

  125 South River Road Bedford, NH 03110

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:06/23/2025

  Type:Product 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 placed an order for a sectional on 03/06/2025, but it was not delivered until 05/08/2025—well beyond the promised timeframe. During that delay, I spoke with customer service and was assured I would receive an adjustment of $233.10 due to the missed delivery commitment. The adjustment was for the merchandise due to the fact, the delivery fee couldn't be adjusted. I even received an email confirming that the adjustment would be processed once the merchandise arrived (attached). Unfortunately, that adjustment was never applied.
  Upon delivery, the sectional arrived in very defective condition, leaving me no choice but to return it and purchase replacement merchandise. When I requested that the $233.10 adjustment be applied to the new merchandise I purchased, I was told it would not be honored because I had returned the original order. However, the return was entirely due to the product being defective—something beyond my control.
  I respectfully request that the originally promised adjustment of $233.10 be applied to the new merchandise once it is delivered.

• Initial Complaint

  Date:06/23/2025

  Type:Product 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 made a purchase online on Bloomingdale's.com, with order#********* for 5 of ******* jeans (2 of size 26, 2 of size 27 and 1 of size 28). I only received 4 pairs which includes 2 of size 26 and 2 of size 27, no 28. I contacted Bloomingdale's customer service in April and they said they will send out a replacement, but I never got it. So I called them again last week and they stated the order is out of their 30 day handling policy and would not able to deal with it.
  I also checked the weight for the package, it was only 4 lbs, if it were 5 of them with a shipping box, it would be more than 5 lbs... So I am requesting a replacement of a size 28 send to me, if out of stock I can accept a full refund of this pair

• Initial Complaint

  Date:06/23/2025

  Type:Product 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.

  In the fall of 2022 I purchased a couch from Macy's to be delivered in our new home in March of 2023. It was delivered. Within days the fabric started peeling and piling - like an old sweater. I called Macy's and it took a while for them to come out but they inspected it and replaced it based on the one-year manufacturer warranty. Upon receiving this new couch, the fabric started having a similar issue with peeling and piling. I once again called and another person eventually came out. We received a new couch again. I asked if I could just pick a different fabric and they said no. The tech did say this will happen again - he kept seeing this issue with the fabric. I then received a third couch. The same thing happened. I called in Sept. of 2024 but they kept rescheduling. I then had a baby in December and called for them to come out in January. They finally did and a fourth couch was delivered in the spring of 2025. It is once again peeling. I then called the Macy's in ****** ******** I purchased it from and asked if I could just have a refund/credit and buy a new one. She said I had to call the warranty office again. I once again called them but this time they said my warranty was expired because I bought the couch in late 2022/received in 2023 and it's only one year. I argued that I just received this couch, however. They said no and to try the five-year extended warranty I bought from Worry No More. I submitted the claim and they denied me since the manufacturer should fix it. I then called the Warranty Office again and they said they can give me partial credit. All i want is a full refund/credit to pick a new couch/fabric from Macy's. I have probably spent 25+ hours on the phone with them because of this problem.

• Initial Complaint

  Date:06/23/2025

  Type:Product 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.

  July 2024 a friend and I walked into the Macy's at ***** **** Mall in *********** ** to buy me a gold bracelet for my birthday which is the 11th of July. I bought a 10k yellow gold with 1ct white diamond bracelet. The bracelet was $1500 but I got it on sale for $1000. Now I don't usually wear gold, so this was going to be my first gold piece of jewelry, it was special. Well, the day I was going to wear the bracelet I discovered it was broken and through a chain of events with my health i was unable to return to the store until December that year to inquire. I went into the Macy's to customer service, I was then directed to the fine jewelry department where I was told that they could send it out to be fixed but it would cost me close to $300 dollar. Which I was not ok with so, I left. On, 6/20/25, I took the bracelet to a pound shop because I needed cash for my medications and was informed that the bracelet was not even gold, It was silver. I was furious, I went back to the Macy's where i bought it from and they basically told me that, 1. should have known, 2. they don't know who helped me when i bought it and 3. it's been over 30 days so, they not going to do anything about it. I politely said to the manager that you guys sold me this bracelet under false pretenses because where I bought the worker who helped me told me that it was 10k gold with 1ct of diamonds and the fact that it is not is fraudulent and I wanted a refund, if I wanted a silver bracelet I would have asked for that. I paid gold bracelet price for a silver bracelet. when I was never in the market for a silver bracelet in the first place. I just want my money back.

• Initial Complaint

  Date:06/23/2025

  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’m unable to link my loyalist membership to my Bloomdales account I’m getting a error message then it locks me out and my last four of my loyalist number is **** and I can’t link it to this email at all . Please fix it!! Thanks this is not cool .

• Initial Complaint

  Date:06/23/2025

  Type:Product 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.

  169.60 order ********* placed on 06/05 Bloomingdale’s received their returned order back on 06/13 and it’s 06/23 I have not received my refund

• 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