We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Department Stores

Macy's

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Department Stores.

Complaints

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

Find a Location

Macy's has 634 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 5,296 total complaints in the last 3 years.
    • 1,499 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/19/2025

      Type:Product Issues
      Status:
      Unanswered
      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 May 2025, I mistakenly returned my personal necklace, valued at over $1,900, to Bloomingdale’s instead of the incorrect item they originally sent me. I immediately notified customer service of the mix-up. They acknowledged the situation and informed me that a warehouse investigation was underway.

      However, over the past month, I’ve been told four separate times that an “investigation” was being launched — each time asking me to wait 2–3 business days. I have received no resolution, and no one has confirmed whether my necklace has been located or what the outcome will be. I also received an unrelated $100 gift card in the mail, which has nothing to do with my returned item.

      I have been transparent and cooperative throughout this process. I am simply requesting either the return of my property or a resolution that reflects the value of the necklace. At this point, I am seeking executive-level intervention to resolve the matter appropriately.

    • Initial Complaint

      Date:06/19/2025

      Type:Product Issues
      Status:
      Unanswered
      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 have tired to call and mail Macy's to return items to them. I have called and emailed regarding pick up of the items via ups Macy's has on three incidents do to them not issuing the return, putting the wrong pick up addresses on the return labels , and to not hearing from a promised call back from macys to fix the issues, and it showing on my credit report of false numbers, sense i have been trying to return the item for 3 months. requesting a refund, and discount code of gift card do to the trouble and inconvenience i have had not being able order do to countless issues with ordering from third parties.

    • Initial Complaint

      Date:06/19/2025

      Type:Product Issues
      Status:
      Unanswered
      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 dress on April 26, 2025. I returned it to receive a refund on my Macy's Card, and it did not have a receipt. I was told by a rude manager that I could not return it because the tag was not attached. I know that Macy's can mail a voucher for the amount that was purchased. Included is the picture of the dress and the receipt.

    • Initial Complaint

      Date:06/18/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      $330 Classic Hotel Collection Macy's exclusive brand sheets purchased August 2, 2022 have ripped with minimal use and wear and tear. We were gifted these sheets a year after purchase for our wedding (9-22-2023) from our mother-in-law. My mother-in-law purchased these high-end set of bed sheets from Macy’s, expecting quality and durability in line with the premium price point. Unfortunately, after only minimal use and following all proper care instructions, the sheets began to tear. This level of wear and damage is completely unacceptable for such an expensive item.

      I reached out to Macy’s customer service to request a return or exchange, but was told they would not accept the sheets back due to their return policy, despite the fact that the damage occurred well within a reasonable timeframe of use. I emphasized that the issue is not typical wear and tear, but a defect in the product’s quality.

      As a long-time customer, I am extremely disappointed by both the product performance and the lack of accountability Macy’s has demonstrated. At a minimum, I expected a replacement or store credit for a faulty item. Instead, I was met with rigid policy enforcement and no resolution.

      I am requesting that Macy’s honor a return, exchange, or refund for these defective sheets. Selling high-priced items that do not hold up to reasonable use and refusing to stand by them is unacceptable. I hope Macy’s will reconsider this decision and make this right.

    • Initial Complaint

      Date:06/18/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      COLLECTION AGENCY is violating the Customer Name, they removed it from one bureau and did not removed it from rest of the bureaus.

    • Initial Complaint

      Date:06/17/2025

      Type:Product Issues
      Status:
      Unanswered
      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 on 3/31. I was charged for one item that was returned and refunded. However, I was I have received a monthly hold on 4/16, 5/16, and now 6/16 from the bank. I made contact with their customer service who placed back on me to dispute with my bank. They hold money that they do not withdraw monthly and now I must have my debit card replaced if I wish to have this to cease. Their customer service, including supervisors did nothing to try to resolve the issue on their end. I will not keep pursuing them to at least remove the card from their system, I'm afraid that one day, they will take a large sum and I'll never get it back.

    • Initial Complaint

      Date:06/16/2025

      Type:Product Issues
      Status:
      Unanswered
      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 May 23rd I made a purchase on Macy's website with a $100 Macy's gift card and a credit card for the small remaining balance due. The full amount was charged to my credit card per the receipt I received at the end of the order, so I quickly cancelled the order and contacted Macy's via phone. They explained that the credit card would be refunded and the gift card balance would be restored, both would occur in 7-10 business days. I waited over 10 business days and the gift card balance was still not restored. Note that the credit card charge was resolved is not an issue. I contacted Macy's again and was reassured that this would be fixed, but she needed to escalate the issue to another team. I was told that no time frame could be given, but she said she would follow up with me and after five days of not hearing anything back, I again contacted Macy's. The representative said he would be unable to help me and referred me to the team that would be able to assist with this and when I called that number, I found out he was sending me to a fraud line. I do not think this issue is going to be resolved by Macy's. I didn't receive a product, so I feel they should at least attempt to find a fair resolution.

    • Initial Complaint

      Date:06/16/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 am filing a formal complaint regarding inaccurate information being reported on my credit file by Macy’s / Department Stores National Bank.

      The account in question was marked as closed on February 25, 2025. However, I am now seeing late payments reported for April 2025, which is clearly inconsistent and inaccurate. It is not possible for an account to be reported as closed and still accrue new late payments after that closure date.

      This discrepancy has negatively affected my credit score and is a direct violation of accurate reporting standards under the Fair Credit Reporting Act (FCRA). I have not been given a valid explanation or resolution despite attempts to understand this error.

      Customer Answer

      Date: 06/19/2025

      I recently sent out an email regarding a Macys account on my credit report reading

      "I am filing a formal complaint regarding inaccurate information being reported on my credit file by Macy’s / Department Stores National Bank. The account in question was marked as closed on February 25, 2025. However, I am now seeing late payments reported for April 2025, which is clearly inconsistent and inaccurate.

      It is not possible for an account to be reported as closed and still accrue new late payments after that closure date. This discrepancy has negatively affected my credit score and is a direct violation of accurate reporting standards under the Fair Credit Reporting Act (FCRA). I have not been given a valid explanation or resolution despite attempts to understand this error".

      I have attached supplemental information to show the inconsistency of my credit report.

      Thank you for your help.

      Regard,

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

    • Initial Complaint

      Date:06/16/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I returned the order ********** on May 8th and I have been waiting to receive my money back ever since. After 14 business days passed, I reached out to customer service for a refund update and they told me to wait 48 hours for a refund. After 2 days passed, I received nothing so I reached out to them again but was provided with the same solution, to wait 48 hours again. I have reached out so many times and it's always been the same response; wait, wait and wait again. There seem to be some serious issues on Macy's support department as sometimes they agents act rude all of a sudden and disconnect from the session without taking into consideration the time that I have been waiting. Some tell me that they don't see a return at all, some say that my return was declined and the rest tell me to wait 48 hours for a refund. Today, I asked for a supervisor, however the supervisor was even worse. He gave me some insight that the return was denied from the backline team due to an error with the UPS and told me to solve it with the UPS. I called UPS and they told me that the store has to reach out to them so they can start an investigation. I'm being passed around and the supervisor had no idea what to do so he gave me a phone number which was for the normal customer service. When I pointed that out, he tried to disconnect from the session. This has been the worst customer experience I have ever had.

    • Initial Complaint

      Date:06/16/2025

      Type:Product Issues
      Status:
      Unanswered
      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 5/16/25, I visited Macy’s and ended up purchasing a pair of customized Ray-Ban sunglasses. A store associate helped me place the order using their tablet and promised a $50 discount for ordering in-store. I requested black frames with black polarized lenses, and based on the image shown and the associate’s confirmation, I simply entered my shipping details, and he submitted the order.

      When the sunglasses arrived, they were the exact same grey pair I already owned. The website description (which the associate didn’t show me) stated “grey with polished black.” However, the product image online looks matte black. I can see why the associate thought they were black. I returned to the store and explained the situation. Although the associate acknowledged the issue, the manager refused to authorize a refund - only offering an exchange. I repeatedly asked to speak with the manager directly and was refused, with the associate simply repeating, “I already called my manager,” while ignoring my request.

      I went to my car and called Macy’s customer service, who agreed to accept the return and provided a prepaid shipping label. The return was received and signed for at the store on 6/2, yet no refund has been issued. I’ve followed up multiple times and was told to give the store 10 days. It’s now been over two weeks and I’ve been told my only options are to return to the store (which previously refused to help) or dispute the charge.

      I’ve since disputed the $153.86 charged to my credit card, but $70.54 was paid using a Macy’s gift card, which cannot be recovered through my credit card company. The total amount of the unresolved refund is $224.40.

      This issue was caused by Macy’s own employee and has been dragged out with poor service and no accountability. This was not a change of mind on my part. The associate ordered the wrong sunglasses. I’m requesting an immediate refund of $224.40 and that this complaint be reviewed and addressed.

    Macy's is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.