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

  1555 Camino De La Reina San Diego, CA 92108

• 

  Macy's

  7900 Ritchie Hwy Ste B4 Glen Burnie, MD 21061

• 

  Macy's

  10200 Mill Run Cir Owings Mills Mall Owings Mills, MD 21117

• 

  Macy's

  3300 Fashion Way Joppa, MD 21085

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:06/16/2025

  Type:Billing 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 was sent to collections by Macy's after having a past-due amount of $30.00, but I paid the full amount of $154.00. I am on the phone with Julian and his supervisor, Laura.

• Initial Complaint

  Date:06/16/2025

  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 ordered a pair of heart pave rose gold diamond earrings from Macys a while ago , the cost of those earrings are $1500. I recently put them on for the first time and the metal piece that goes in the hole of my ear broke. I contacted Macys support this morning and spoke to Soocey whom could not find my order but was unable to assist with this issue. I just want to exchange the earring I have both pieces and I have the original tag and box it all came in, These are expensive earrings.

• Initial Complaint

  Date:06/16/2025

  Type:Sales and Advertising 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.

  I made purchases at Macy's on 4 November 2024 [encl. #1]. Since I have been shopping there for more than 30 years, I already had an existing account, but the sales rep wanted me to open a new account, which I did. I received their bill - without any account number [encl. #2] - so I called on 8 November to request my account number from a female CS Rep, who told me that the card had just been sent out and I should receive it in a couple of days. Two weeks later and NO CARD, I called and spoke with a male CSRep who refused to give me my account number. I spent about - or more than - one hour on the phone with him. I requested him to tape the conversation, because I wanted a transcript of our conversation, to which he replied that he would be taking notes, which he did. At the end of the hour, he repeated all the important comments that I had made to be included in his not
  Needless to say, I never received any transcript of those notes.
  My replacement card arrived three weeks later from *** ****** **, on Friday, 13 December, the day the payment was due, which meant that my BillPay would not arrive until the following Monday. [Since I have been a victim of identity theft on more than one occasion, I make all payments through my bank's BillPay system and I refuse to divulge any information over the phone.]
  I then forwarded a letter, dated 30 December 2024, requesting an email address where I could forward additional information and establish documentation [encl. #3]. My request was denied by letter, dated 23 January 2025, in which the unnamed CSRep requested me to “call” Macy's, because they need "more information". [encl. #4], notwithstanding all the notes that "allegedly" had been placed on record from the telephone conversation in November. At the end of April 2025, the harassment by telephone began [encl. 5] and I basically spent more than 2 weeks unable to make or receive calls, so I lodged an official complaint with FCC.

  Business Response

  Date: 06/26/2025

  Please see the attached response letter (text below) that has been mailed to the customer address on file.
  
  June 26, 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 are unable to address concerns regarding the other
  creditors mentioned in your complaint.
  
  Please accept our apology for any difficulty you experienced when attempting to make a payment without
  your account number. 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 with excellent customer service, and we thank you for bringing this matter to our
  attention. Our records indicate the first card was mailed on November 9, 2024. We have no record of
  returned mail. The second card was mailed on December 5, 2024. In addition, please be advised that we
  cannot provide call transcripts. Please know the Macy’s account ending in 7540 was closed due to inactivity
  on April 15, 2019.
  
  The bank offers several payment options. In addition to making a payment by mail or through our
  website, you can make a payment at any register in our stores. Lastly, you can make a payment over the
  phone by calling the number on the back of your card and on your billing statement and phone payments
  are free of charge. A phone payment will appear on your account within 48 hours.
  
  When an account falls past due, we may attempt to reach our customers by phone. We may call a customer
  any day of the week between 8AM and 9PM in the customer’s time zone. For clarification, our calls are
  intended as a courtesy to remind customers of a recently missed payment and are also an opportunity to
  assist our customers with maintaining a good payment and credit history with us. When our automatic
  dialer system calls a customer’s telephone number, a message is not left since we attempt to call back at
  different times during the day in hopes to reach you directly, which may result in multiple calls being
  placed. We would not call multiple times during a day if our associates were able to speak with you.
  
  Upon receipt of your complaint, we reviewed your account and confirmed as of the date of this letter, your
  account has a zero ($0.00) balance. Please know, **** does not report an account as 30-days delinquent
  until two (2) consecutive required 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 February 2025 and the account was reported
  60 days delinquent in March 2025, and the account was reported 90 days delinquent in April 2025, and the
  account was reported 120 days delinquent in May 2025. The credit reporting for June 2025 has not been
  updated at this time; however, the account will be reported 150 days delinquent for June 2025.
  
  Our records indicate the required minimum payments due were not received for December 13, 2024,
  through June 13, 2025, payment due dates. A payment in the amount of $172.02 was received on December
  16, 2024, however this payment was received after the due date. A payment in the amount of $12.65 was
  received on December 31, 2024, however this payment did not satisfy the full balance due. 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.
  
  By using your account, you consented to the terms of the **** Credit Card Agreement, which governs
  the use of this credit account, and includes your promise to pay for all purchases as well as other charges
  mentioned in the Agreement, including interest charges and late fees. As stated in the Agreement, a late
  fee is charged to an account when the minimum payment due is not received on or before the payment due
  date. Also, if the balance is not paid in full every month, an interest charge is applied to the account.
  Although properly charged, as a courtesy, I removed $271.22 in late fees and interest fees in the amount of
  $30.09.
  
  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
  delinquencies on your account, we found the information to be correct. 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 June 26, 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. **** does not provide copies of consumer credit reports.
  You may contact the credit reporting agencies, directly, to obtain a copy of your credit report. .
  
  As of the date of this letter, the account balance is zero ($0.00).
  
  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: 07/03/2025

  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:06/16/2025

  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.

  Purchased a leather reclinign sofa with the warranty program, macys sells you this warranty and then when you have an issue they push you off to a third party who does not help you. I have been dealing with a damages sofa since October and get no response from macys nor the warranty company.

• Initial Complaint

  Date:06/16/2025

  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.

  My mom ordered some clothes from Macy’s for my son’s birthday. They kept sending the wrong size even though she was requesting the correct size. This occurred 4 times. I reached out to Macy’s online service, after my mom was told she did not have to return the sweatshirts, and then they sent an email saying she would be charged for all the wrong sizes they kept sending if we did not return them by June 20. My mom lives in ********, I live in **. There is no way I could get them back to her in a reasonable time frame without have to pay for overnight shipping to her. I am not even by the sweatshirts since we are on a family vacation until June 23. The customer service rep said she will still be charged for all the wrong sizes. This is Macys mistake, and we are being penalized.

• Initial Complaint

  Date:06/16/2025

  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 a few low price items from macy’s last week under order # **********. Completely wrong house. Completely. My door is a green and gold door, they left it at a black and white door. Im convinced they deliver elsewhere, and then stop their vehicle in close proximity of your home so the location will ping. I also have ring doorbell footage, and no one dropped a package off on this day, i work from home so im unfortunately not able to catch them during dropoff but a delivery truck stopped in front of my home, and then kept driving which led me to conjure up my theory. Please refund me its getting ridiculous. I will also take a replacement shipment because i really wanted the items, and one of them was final sale, so i am assuming it wont be available or wont be same price. Please have someone call me to discuss replacement or refund.

• Initial Complaint

  Date:06/15/2025

  Type:Sales and Advertising 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.

  Dear Macy’s Team,
  
  I am very upset. Macy’s has always been my favorite store I’ve been shopping here since I was a kid so I’m extremely disappointed with how I was treated.
  
  I recently called the ******** location looking for the ******* Unisex Sunglasses. I was told by an associate that they had the shade I wanted in stock and that it was on sale for $150 plus tax. I went to the store the next day, only to be told they didn’t have the shade and that only the ****** location had them. I was upset, but the associate said they would be placed on hold for me there.
  
  I immediately drove to the ****** store, over an hour away, just to be told the same thing — the sunglasses were not in stock and nothing was on hold. I asked to speak with a manager. I waited 45 minutes in the junior department and no one ever came. I ended up leaving the store in tears after wasting time, gas, and energy.
  
  I returned to the ******** location, and this time I was told the sunglasses were $259 — not $150. I called the store and spoke with a manager who showed no empathy, didn’t apologize, and didn’t offer any solution or price adjustment. When I explained that I had been sent on a wild goose chase, she just sat silently and then rushed me off the phone, saying they were busy. She eventually hung up on me.
  
  Since then, I’ve called the store 27 times, and either no one answers or I get hung up on. I have never been treated this poorly by any company. I feel ignored, disrespected, and completely let down by a store I’ve trusted for years. This experience has caused me stress and frustration I did not expect from Macy’s.
  
  I want immediate action taken. I do not want to be contacted by customer service. If I am, I will bring this to the attention of the local media.
  
  Sincerely,
  ******* *
  ###-###-####

• Initial Complaint

  Date:06/15/2025

  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.

  Complaint:
  
  I purchased a pearl ring from Macy’s, received it on April 10, 2025, and noticed a pearl had fallen out by June 9. I wore the ring only occasionally and took good care of it.
  
  When I contacted customer service, I was told it was “normal wear and tear,” which I disagree with. A pearl falling out in under two months with light use points to poor quality or a defect, not regular wear. I submitted a complaint and review but received no resolution. I am requesting a refund or replacement for this defective

• Initial Complaint

  Date:06/14/2025

  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 spoke to macys service on the phone a month ago and was told this order was refunded in full then. I believed them but I see how, it was not refunded in full.
  
  This item was sent Incorrectly, and returned to you with the label you provided. I don’t appreciate having to check so much to make sure I am refunded. You should keep your word
  
  Do I have to call my bank?
  
  Please refund in full, immediately.
  I also saved the call with Macys by taping it, if needed.
  
  The rep confirmed a wrong item was received by me and returned to you.

• Initial Complaint

  Date:06/13/2025

  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.

  My children for mother’s day bought be a $175.00 Macy gift card when I went to use it they said it was already used but they would file a claim (Fraud) and get me a new gift card they did send me a gift card but it was for $78.96 when I called they said not to work they would send me the balance that never happened they told me now that I need to have my son go to the store where he bought the card and take it up with them after 1 month they took my sons $ 175.00 and gave me a gift card for $ 78.00 and did not give me the 97.00 remaining I called customer service over 5 xx I tried chat I tried emailing nothing I want the balance that is owed to me which is 96.00 I told them I could have my son file a dispute with his bank they said no they would take care of it now they said they can’t help me that my son needs to go to the store or file a complaint with the bank when i called over 5 xx they said no need to do that I even spoke with a manager they said same thing they cant help me please see pics of card attachments
  card ending in 949 is the card that was fraud
  card ends in *** $78.00