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

Customer Complaints Summary

5,292 total complaints in the last 3 years.
1,509 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.

Initial Complaint
Date:09/22/2022
Type:Delivery 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.
On 9/4/22. I placed order #********* for express delivery. By 9/7/22 I received an email stating that my order had been delivered. I had been home the entire day that day and did not receive anything. I contacted Bloomingdales the next day questioning what was going on and they said they would contact me in 24-48 hours. I never received any correspondence. I contacted again to see what's happening and now they're claiming that they sent me an email denying me of a refund. Also that I can no longer shop online for future orders. To this day I have yet to receive my order nor a refund.
Business Response
Date: 10/03/2022
We are in receipt of BBB ID ********. We have reviewed the issue and are issuing a full credit to the customer. We have also notified the customer of this action and apologized for any delay in response.
Initial Complaint
Date:09/22/2022
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.
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Initally Macy's stated they were right and I was wrong and they were closing the case. I escalated and reported this to the attorney generals office providing state documentation showing the tax rate is .0625 on the amount over $175 vs Macy's claim that the tax rate is 2.2% on the total. After much back and forth, Macy's admitted "human error". They have stated that the difference would be credited and later offered "some sort of gift card". To date I have received none of these items and the account is still not credited. I am astounded that it has take this much effort to get them to realize and act on this. So they have not resolved this case as of yet and no credit has been received.

Regards,

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

Business Response
Date: 09/28/2022
Dear *** *****,

We are in receipt of Better Business Bureau Complaint ID ********.
We have contacted *** ***** and have resolved all matters as expressed in the
complaint. Based on this, we consider
the matter closed.

Thank you.
Christine W********
Liaison, Omnichannel Executive
Office | Macy's, Inc.
9111 Duke Blvd | Mason, OH 45040
Office: ###-###-####
Business Response
Date: 10/06/2022
Dear *** *****,

We are in receipt of Better Business Bureau Complaint ID ********. We have
contacted *** ***** and have reviewed all matters as expressed in the
complaint. A credit was issued to customers account on 10/5 as well as $30.00 added to customers Loyalist account. Again, *** ***** we believe our actions are
more than equitable and we consider the matter closed satisfactorily.
Thank you.
Christine W********
Liaison, Omnichannel Executive
Office | Macy's, Inc.
9111 Duke Blvd | Mason, OH 45040

Customer Answer
Date: 10/06/2022
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. I appreciate the BBB's assistance!

Regards,

******** *****
Initial Complaint
Date:09/21/2022
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.
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.

Regards,

Elvira Vergelli
Business Response
Date: 09/26/2022
Dear Ms. ******

We are in receipt of Better
Business Bureau Complaint ** ********. We have contacted ****** ******** and
have resolved all matters as expressed
in the complaint. Based on this, we consider the matter closed.

Thank you.
Raynetta N
Liaison, Omnichannel Executive Office | Macy's, Inc.
**** **** ***** * ****** ** *****
Office: ************ **** ************
Initial Complaint
Date:09/21/2022
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.
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

the derogatories are in the process of being removed with my attorney's assistance.

Macy's lowering my credit limit DID add to the derogatory information on my credit report.

I will close the account and would like this complaint to remain as unresolved .

I NEVER asked for a $5k Credit Limit. A $300 credit limit to begin with would of been sufficient at the beginning of the terms of credit. So Macy's is responsible for decreasing my credit score and will now consult an attorney to remedy .

I will close the Macy's account that i never needed.
**** ********
Business Response
Date: 10/05/2022
**** ********
*** ****** *****
***** *** ********** ** *****

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, which was forwarded to Macy’s Executive Office. As a liaison in this office, I was asked to review and respond to your concerns on behalf of Citibank, N.A. (CBNA).

Our review of your account found the account’s credit limit of $5,000 was lowered to $300.00, as indicated in the enclosed letter dated August 29, 2022. Our decision was based on a recent delinquency on your account. Our review of your account found we did not receive the required minimum payments by the payment due dates in June 2022 and August 2022. I confirmed these missed payments were not reported to the credit reporting agencies.


In addition, our decision to reduce your limit was also based on information obtained from the credit bureau which indicated the following: derogatory public record or collection filed, ratio of balance to limit on bank revolving or other revolving accounts too high, time since derogatory public record or collection is too short, and proportion of loan balances to loan amounts is too high. Our decision was based, in whole or in part, on information obtained in a report from the following consumer reporting agency:

Equifax Credit Information Service
**** *** ******
Atlanta, GA 30374-0241
1-800-685-1111
***************

As stated in the CBNA Credit Card Agreement, we can increase or decrease your credit limit at any time without giving you notice in advance, unless required by law. You also give us permission to investigate your credit history by obtaining consumer reports. As you may not be aware, you have the right to dispute the accuracy or completeness of the information provided to us by the credit reporting agency by contacting the consumer reporting agency directly.

We are unable to comply with your request to reinstate the credit limit; however, at any time you may request to be reviewed for a credit limit increase by calling Customer Service at the phone number on the back of your Macy’s American Express credit card. If approved, we will begin report the account’s new credit limit to the credit reporting agencies in approximately thirty days from the date of the change. Please note, in order to review the account for a credit limit increase, it may be necessary to review your credit report.

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,

Jodie Hanslik
Macy's Executive Office
877-372-6467
513-573-3638

Enclosure

cc: Better Business Bureau
Initial Complaint
Date:09/21/2022
Type:Delivery 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.
Problem:
On 18 Aug I was scheduled to receive a dining set and a blue ******** chair. The truck was delayed and once arrived I only received the dining set. I asked the delivery person where my chair was and after checking the truck for it was told they didn’t know. They didn’t speak English and I asked if there was anything to sign and was told no. I took a screenshot immediately after to show the time that I was suppose to receive it to ensure a time stamp of my call of reported missing furniture was documented. Not days later but with in minutes and the delivery men were still there looking for it and confused. I immediately called and filed a missing furniture complaint and was told the delivery driver had reported it also. I called the sales associate who sold me the furniture and he also called and was given the run around also. I went back weeks later to the store and the same associate called for an update and was hung up on. Days pass with no updates and after several phone calls, store visits and lies of refund I am still waiting on the money to be put back on my account. I called today and the got the same answers with a response that resolution is being put in which I have been told a few times already. This is ridiculous and because of the horrible response to my missing furniture I cancelled the remaining of my furniture order. There is no reason a month later I am still waiting and getting the run around. I want my $529.97 credited back to my Macys account immediately.

Desired Resolution:
Refund
Business Response
Date: 10/04/2022
We are in receipt of BBB Complaint #********. We have
addressed all matters as expressed in the complaint and updated the customer with
the resolution. Based on this, we consider the matter closed satisfactorily.
Thank you
Initial Complaint
Date:09/20/2022
Type:Product 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.
Made a purchase online in may 2022, shipping label did not include P.O. Box so post office rejected package and sent back to sender. Called to get a refund for the item and expedited shipping. Was refunded the $10 shipping fee however, my return of over $200 was not refunded to my macys card. I called again and was told the refund had been put into a gift card and would be (which I never requested nor received) credited back to my account. I waited until next billing period and it was still not refunded. In the meantime, I’m paying interest on the purchase I never received. I called to close my account, and I was told the gift card could not be applied to my current balance and will be sent to my address.
Business Response
Date: 09/26/2022
Dear ***** *******:

I am writing you on the behalf of the MACYS Inc /
Bloomingdales Executive Office regarding your recent BBB complaint. I am truly
sorry for the inconvenience you experience with attempts to make this return, I
will be more than happy to assist you. May I have the order number, once I
receive this I will be able to take a deep look into this matter. I look
forward to hearing from you soon, I hope you have a great day.

*** *******, thank you for bringing this issue to our awareness and allowing me to
respond. As a valued customer we appreciate your feedback, and hope you
continue to shop at Macy’s.

Regards,

Dakota B*****
Initial Complaint
Date:09/20/2022
Type:Product 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.
My complaint is against Macy's. I returned some merchandise to a Macy's store a few years ago and the salesperson issued a merchandise credit in the amount of $284.99 (please see uploaded receipt and photo of the front and back of the merchandise credit). I had forgotten that I had the merchandise credit and had not used it. In December 2021, I went to Macy's ***** ****** in *** ********* to buy Christmas gifts and was not able to use my merchandise credit because it was denied. The salesperson told me to call the number on the back of the merchandise credit. I called ###-###-####. The Macy’s representative told me that Macy’s had put a security hold on my merchandise credit and to remove the hold, they needed a photo of the front and back of the merchandise credit. On December 13, 2021, I emailed Macy’s the photos (please see uploaded email and photos). I did not hear back. I called Macy’s in February, April, and May of 2022 again and each time was told that they were reviewing my request. I called again in June and was told that they needed some information. I emailed them on June 25, 2022, with the information that they needed (see uploaded email). On July 6, 2022, I received a voicemail from Macy’s that they needed the photo of the front and back of the merchandise credit. I emailed them those photos for the third time on July 12, 2022(see uploaded email). On September 16, 2022, I received an email from Macy’s: “We have completed our investigation regarding your recent gift card inquiry. Unfortunately, based on our review and the information provided, we have determined that we are not able to assist you with this request.”
I am very disappointed in Macy’s and very tired of calling and emailing them. I hope BBB can help me get back my store credit.
Business Response
Date: 09/23/2022
Dear *** *****,

We are in receipt of Better Business Bureau Complaint ID ********.
We have contacted *** ***** and have resolved all matters as expressed in the
complaint. Based on this, we consider
the matter closed. Thank you.

Sincerely,
Deborah D*****
Liaison, Omnichannel Executive Office | Macy's, Inc. | Macy's,
Inc.
9111 Duke Blvd | Mason, OH 45040
Office: ###-###-####
Initial Complaint
Date:09/20/2022
Type:Delivery 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.
Macys is giving completely fake time estimates on deliveries. I have had a table and chairs ordered for over a year and they keep getting pushed back yet the website still lets you order this product and says it will be delivered in 3-4 weeks.
Business Response
Date: 09/22/2022
We
are in receipt of complaint ID ******** concerning the consumer's table
purchase. Many of our vendors are
experiencing manufacturing delays that are out of our control. Due to this, we are providing our consumers the
estimated availability dates provided by our vendors, not a guaranteed
date. The expected dates provided can
and will change depending on the manufacturer's productivity, which has
happened in this case. The consumer will
be contacted when the table has arrived at our warehouse and available for
delivery.

If
the consumer no longer chooses to wait for the table to arrive, the order can
be canceled at any time before delivery by calling our customer service.
Thanks,
Macy's Executive Office
Initial Complaint
Date:09/20/2022
Type:Product 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.
Basically I bought bedroom furniture in November of 2021 - it was delivered until Feb of 2022 at that time several pieces were damaged - we requested new furniture - just got it delivered today and another "new" piece was damaged. The removed all the other damaged furniture and was supposed to bring back the original damaged piece but kept both pieces and took off saying they weren't bringing the original piece back in. This is theft in my eyes and I will not stand for it.
Business Response
Date: 09/27/2022
We are in receipt of consumer's complaint ******** concerning delivery team removing customer's dresser without replacing it. After review of consumer's issue, we have ordered a replacement dresser and scheduled delivery with our consumer. In addition, we have provided a credit adjustment to both dressers on our consumer's order and refunded the delivery fee for all of the inconvenience we have caused. These adjustments will be applied to consumer's form of payment.
For any additional concerns, the
consumer can contact our office directly. At this time Macy's will consider
this matter closed.

Thanks,

Macy's Executive Office

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.

Complaints

Find a Location

Macy's

Macy's

Macy's

Macy's

Macy's

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Initial Complaint

Business Response

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Macy's is NOT a BBB Accredited Business.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Macy's is NOT a BBB Accredited Business.