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Business Profile

Department Stores

Macy's

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 5,288 total complaints in the last 3 years.
    • 1,496 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/11/2022

      Type:Service or Repair 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.
      Macys sold me a 600 mattress which included a free matrees box spring and a complimentary mattress cover for my mattress purchase. They offered me to get a protection plan for my mattress that stated that if I stain my mattress or if it ripped I could file a claim 3 times within a ten year period to get my mattress replaced and delivered no questions asked. For this I payed an additional 100.00 to get this insurance plan activated. Three years passed and its not till last week that my dog peed on my mattress so I open a claim to get my mattress replaced and was denied because they say my insurance was not for the mattress I bought but for the free cheap mattress protector they included as a gift when I made my purchase. This is a scam. Why In my right mind would I pay 100 dollars extra to protect a cheap 20 mattress protector and not the actual mattress I just spent 600.00 for. Why would I get a cheap mattress cover replaced three times within 10 years when the cheap mattress protector given to me free tor quicky got damaged so I threw it away. The mattress even has a tag explaining my insurance plan for mattress and a warming to not remove the tag until my claim is filed to show as proof of my coverage. They asked me to take picture of my mattress and send it as proof of my plan which I purchased for the matrees.
      Macys lied to many people selling this false insurance plan charging us to later deny me of any chance to replace my mattress because I threw the cheap free protective cover worth 20 bucks away. This was a free cover that had nothing to do with my insurance worry no more promise offered to me for an extra charge of $100.. They cheated me and they are doing it to.many people. This is wrong they lie to people into paying for a scam avfake insurance mattress plan that doesn't exist. They created this scam to take people's hard earned money and steal their money denying my matress replacement promise that was sold to me to believe to behonest

      Business Response

      Date: 08/17/2022

      Dear *** *****,

      We are in receipt of BBB complaint # ******** for **** ******** *****. We have spoken to the customer and have resolved all matters as expressed in the complaint. Based on this, we consider this matter closed satisfactorily. Thank you.

      Customer Answer

      Date: 08/17/2022

      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. 





      Regards,





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



    • Initial Complaint

      Date:08/11/2022

      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.
      On 2/8/22 I noticed my minim payment due of $29 was now $225.52 about 8 times higher.

      2/8 10:18am (20min)& 10:40 (16 min) -if you ask for the logs you will hear this) I called asking what the reason was. They said it was because I had gone over my limit. They admitted that for certain account holders they will allow you to go over the limit. There was no notification that this policy exists for me, nor did I get a notification that I went over my limit when I have text notifications set up, and the card never decline as any credit card does. I continued making purchases thinking I was within limit. This resulted in them expecting a payment of the whole overage. They told me the only option was to increase the credit limit but because I was 1 day past I wasn't alowed to.

      I was told I could just pay the normal minim due of $103.42 not the overage and that it would be fine. I explicitly asked NUMBEROUS times if this was going to affect my credit because this isn't something I did knowingly. It's because they allowed it and don't tell anyone that this happened it is not my fault. They agreed and said it would be fine.

      Fast forward to last night credit Karma tells me my score has gone down by almost 40pts. Due to the over the limit spending which is confirmed on your website Feb 10. I called AGAIN today & the only resolution they had
      was to increase the limit which they did (its no longer over) & they blocked the ability to over spend.

      4/5 10:46am

      I pay off the card, score doesn't go up by much & I disputed with the credit bureaus but the score never went up.

      8/11- Notification that my card goes over the limit AGAIN! WHICH I WAS ASSURED IT WOULD NOT!

      I am suppsed to be getting a car and now I won't be able to if it plummets another 40pts

      Business Response

      Date: 08/29/2022

      08/29/2022

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

      RE: Better Business Bureau # ******** 
             Macy’s ******** ******* Account ending in ****

      Dear ******** *******:  

      We are in receipt of your recent complaint filed with the Better Business Bureau which was forwarded to Macy’s Executive office.  As a liaison in Macy’s Executive Office, I was asked to review and respond to your concerns on behalf of ********, N.A. (****).  

      Our research found with the statement with the closing date of January 10, 2022, the balance was $637.27 with a minimum of $29.00 due by February 6, 2022.  No payment was received. The closing date of February 7, 2022, the balance was $1,825.52 with a minimum of $328.94 due by March 6, 2022.  As stated in the **** Credit Card Agreement, you must pay at least the Minimum Payment Due by the payment due date each billing cycle.  We calculate the Minimum Payment Due as follows, we begin with any past due amount and add any amount in excess of your credit limit.  A notice on the statement advised you were over the limit and to pay at least the minimum payment due, which included an overlimit amount of $225.52.  A late payment was received on February 8, 2022, for $103.42, which was the minimum amount due to keep the account current.    We received another payment for $225.52 on March 2, 2022, which was the over limit amount due.

      On February 8, 2022, your request for a credit limit increase was declined due to delinquency on the account. As stated in the **** Credit Card Agreement, we reported on February 9, 2022, to the major credit reporting agencies the account was over the limit, which we found accurate. We may report information about your account to credit bureaus, the balance on the account and the credit limit each after the cycles closes out each month.  Late payments, missed payments, or over the limit defaults on your account may be reflected in your credit report.  As you were advised, we do allow our good customers to go over the limit, but you should always keep your total balance below the credit limit, or we recommend requesting a review for credit line increase.  Your billing statement shows your transactions; the Minimum Payment Due and payment due date; your credit limit; and your interest charges and fees. 

      On February 28, 2022, you requested a $5,000.00 credit line increase.  A counteroffer was given for $3,100.00 and accepted.  A letter was sent to you on March 1, 2022, and the statement with the closing date of March 10, 2022, confirmed new credit limit of $3,100.00 on the account for purchases outside of Macy’s.  Additionally, an e-mail was sent on February 28, 2022, for account update when you provided a change in e-mail address.  On March 1, 2022, the account was reported current to the major credit reporting agencies.

      The statement with the closing date of August 10, 2022, with a balance of $3,167.87 which was over the limit, with a minimum of $142.11 due September 6, 2022.   The statement reflected the system generated credit line increase to $4,700.00 and a letter was sent on August 11, 2022, to confirm the increase for purchases outside of Macy’s.

      Unfortunately, we are unable to comply with your request to remove the over limit reporting on the account.  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 account, we found the information to be correct.   

      On August 12, 2022, we reported the account current and as requested the account was updated to not automatically do system reviews for credit line increase. 

      As requested on August 23, 2022, a block was added to your account not to approve purchases to go over your credit limit of $4,700.00.  At any time, if needed you can request to have the block removed.  

      During our research we found the address on file for your account does not match the address provided by you in your correspondence. If you need to update the address on file for your account, please contact Customer Service using the phone number on the back of your Macy's credit card.

      Please accept our apology for any inconvenience you may have experienced in this matter.     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 H******
      Macy's Executive Office
      ###-###-#### 
      ###-###-####

      cc: Better Business Bureau

    • Initial Complaint

      Date:08/11/2022

      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.
      I have placed an order at Macys.com order number *********9 on 7/28/2022 for 2 items which are T-shirts . The items arrived damaged and defective. They looked used and had a tear . I contacted Macy’s which they agreed to refund me the money but they are asking me to return the defective items . When I contacted them I told Macy’s customer service that they made a mistake and sold me defective items as if they were new and it is very inconvenient for me to return them by mail or to drive to their store and that takes too much of my time and money . I wanted a refund with NO return since it is Macy’s mistake and not mine . Macys lately has the worst customer service quality and the worst quality of packaging and shipping . They need to give me a full refund and stop emailing me those threatening emails of recharging my credit card for the whole amount if I don’t return the items . I want a full refund of my money and I have already disposed of the items because I am not going to wear something that was worn by someone else and that’s why I buy brand new items but Macy’s sent me defective items that look used and torn and damaged .Again I want a full refund with NO return . I already have disposed of the items .
      Macys.com order number *********9

      Business Response

      Date: 08/15/2022

      Dear Ms. *****, 

      We are in receipt of BBB Complaint #
      ********. We have spoken to the referenced customer and have resolved all
      matters as expressed in the complaint. Based on this, we consider the matter
      closed satisfactorily. Thank you.

      Customer Answer

      Date: 08/18/2022

      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.



      I have contacted Macys customer service several times and all they did was give me the run around and waste my time and money . I was given the poorest and lowest level of customer service and the lowest product quality . Macys needs to give me a compensation for wasting my time and providing the lowest quality of customer service and satisfaction . I am NOT happy at all with what they did to me 
      Regards,



      **** *******

      Business Response

      Date: 08/22/2022

       Dear Ms. ******


      We are in receipt of Better
      Business Bureau Complaint ** ******** . We have contacted **** ******* and credit has been process to the customer's account. The customer no longer have to return the merchandise. We are sorry for any inconvenience the customer may have had. We 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:08/10/2022

      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.
      I returned an order of totally 8 pillows on 7/17 (UPS receipt attached) via a shipping label created by Macys (also attached). Macy confirmed receipt of the return on 7/25 (also attached). I have to this date only received 25.48 refund on my **** credit card. I am owed 100 USD. I have gotten absolutely nowhere with Macy customer service. Every time I email them, I receive a completely different response and I have yet to receive a full refund for items which were successfully returned. Please assist me in refunding me the amount owed to me. I am very upset by the treatment from customer service, and I am being shorted on this refund. I can share copies of email correspondence with customer service if necessary. I am being asked for order details and am just baffled that they do not have this. I am constantly providing the necessary information and am just going in a loop with them.

      Business Response

      Date: 08/16/2022

      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.
    • Initial Complaint

      Date:08/10/2022

      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.
      MACYS/********, N.A.
      ** *** ****
      ***** ***** , ** *****

      Account #************XXXX

      This account is inaccurate under 15 U.S.C. 1692g validation of debt. MACYS/********, N.A. has been reporting inaccurate and incomplete account information to my credit file. In addition, while the collector attempted to collect a debt that is not mine, they broke 15 U.S. Code �§ 1692k - Civil liability. I am maintaining a careful record of my communications with you for the purpose of filing a complaint to the FTC if the non-compliance continues. Like, ****** ** ***** ***** ****., No. 95-6445 (C.D.***. Nov. 14,1995), MACYS/********, N.A. may be liable for your willful non-compliance. Also, in ****** ** ******* *********** ******** *** (D. ****. 2018), MACYS/********, N.A. may be liable for false reporting. Credit reporting laws ensure that bureaus report only 100% accurate credit information. Every step must be taken to assure the information reported is completely accurate and correct. The following information therefore needs to be reinvestigated. I respectfully request to be provided proof of this alleged item, specifically the original application, contract, note, other instrument bearing my signature and payment history.
      Under 15 U.S. Code �§ 1681d - Disclosure of investigative consumer reports; you are in violation. I have attached the definition so you can see the violation! (a)Disclosure of fact of preparation

      A person may not procure or cause to be prepared an investigative consumer report on any consumer unless-
      (1)it is clearly and accurately disclosed to the consumer that an investigative consumer report including information as to his character, general reputation, personal characteristics, and mode of living, whichever are applicable, may be made, and such disclosure (A) is made in a writing mailed, or otherwise delivered, to the consumer, not later than three days after the date on which the report was first requested

      Business Response

      Date: 09/02/2022

      September 1, 2022


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

      RE: Better Business Bureau ID #********
      Macy’s 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 a liaison in the Executive Office, I was asked to review and respond to your
      concerns on behalf of ********, N.A. (****).

      Our records indicate the credit reporting agencies electronically contacted our offices with Automated
      Consumer Dispute Verifications (ACDVs) on multiple dates from May 27, 2020, to June 17, 2022. A
      response was returned to the credit reporting agencies each time confirming the accuracy of the reporting
      status. When an account is disputed with the credit reporting agencies, a notice is sent to us to verify the
      information we are reporting. It is not a request for a validation of the account.

      This letter is in response to your request for validation of the debt and the credit reporting associated with
      the above-referenced account. As of the date of this letter, the information below is currently reporting for
      this account.

      Open date: September 30, 2019
      Last purchase date: March 6, 2020
      Last payment date: November 6, 2020
      Charge off date: May 23, 2021
      Balance: $484.34

      Our review of your account found the monthly billing statement with the payment due date of November
      17, 2020, had a balance of $222.72 with a required minimum payment of $107.20. Although a payment of
      $61.18 was received, it was less than the required minimum payment. The monthly billing statement with
      the payment due date of December 17, 2020, had a balance of $204.67 with a required minimum payment
      of $92.15 for which no payment was received. Further research confirms, as of the date of this letter no
      additional payments have been received on the above referenced account. As a result the account charged
      off due to serious delinquency on May 23, 2021.

      By using this 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 Credit Card 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.
      Additionally, if you have been paying less than the new balance on your account each month and you then
      decide to pay your balance in full, you will be charged interest on that balance from the first day of the
      billing cycle until the date that your payment is received. This interest is for money loaned to you during
      that period and will appear on the next month’s billing system. As indicated in the Agreement, the minimum
      interest charge is $2.00.

      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 therefore, we are unable to comply
      with your request to delete the account from your credit report. Our records indicate the required minimum
      monthly payments were not received for the November 17, 2020, through the May 17, 2021, payment due
      dates. I am mailing you copies of the above-mentioned monthly billing statements for your review, which
      will be sent under separate cover in approximately seven (7) to ten (10) business days. If you have
      documentation of a payment made during this time which was not applied, please forward a copy to my
      attention at the address above. Upon receipt, additional research will be completed. We feel this
      information is sufficient to validate the debt. We are not required to provide additional documentation to
      validate the account.

      The charged off account will remain on a credit report for up to seven (7) years from the date of the first
      delinquency which led to the account charging off. At that time, it is the credit reporting agencies who are
      responsible for removing the information under the Fair Credit Reporting Act (FCRA).

      Please understand that credit reports and credit scores are managed by the credit reporting agencies. We
      have no control over how the credit agencies interpret the information we are reporting about your account.
      If you have any questions regarding the impact of the reported delinquency on your account, you may
      contact the credit reporting agencies directly.

      On July 20, 2022, because you disagreed with the information we reported, 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 I may be
      of further assistance on another matter, please do not hesitate to contact me at the telephone number listed
      below.

      Sincerely,


      Nadine R*******
      Macy's Executive Office
      ###-###-####
      ###-###-####

      cc: Better Business Bureau

    • Initial Complaint

      Date:08/10/2022

      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.
      Initiated online return process on 8/10/22; none of the items were delivered; paid 63.58, return states refund will be 52.98.
      I AM requesting full refund of $63.58!!!!! Ord#**********; cancelled ord because of nasty CSR person @ 11.30est on 8/10/22

      Business Response

      Date: 08/15/2022

      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.
    • Initial Complaint

      Date:08/09/2022

      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.
      On April 2, 2022 I purchased a pantsuit from Macys.com. Unfortunately it was sent to an old address where my daughter used to live but does not anymore. I called the day it was supposed to be delivered when I realized this. The customer service rep said he would refund me since I could not get another one online due to not the correct size. The refund never was done. I have called 3 other times, each time where they reassure me they will refund me. I have gotten my late fees refunded but not the amount of the pantsuit. Today I was told that they did not approve the refund because it shows being delivered. Yes, but to an address that no one lives at anymore!!!!! They have allegedly emailed this to me but never received an email (even checked my spam). All I want is a refund for something I tried to take care of as soon as I saw the incorrect address, especially since I was assured by the customer service reps that it will be done. Now they sent me a letter stating my credit limit is decreased, so it will be affecting my credit status as an unsatisfactory account.

      Business Response

      Date: 08/15/2022

      Dear *** *****,


      We are in receipt of Better
      Business Bureau Complaint ID ********. We have contacted ***** ****** and
      have resolved her .com issue. The credit is is being resolved by the credit who is/have contacted the customer. I will at this time close this issue pertaining to the .com. The credit issue will be closed by someone in credit once that issue is resolved.


      Thank you.
      Raynetta N******
      Liaison, Omnichannel Executive Office | Macy's, Inc.
      9111 Duke
      Blvd. | Mason, OH 45040
      Office: ###-###-#### Fax: ###-###-####

      Customer Answer

      Date: 08/20/2022

      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.


      Regards,



      ***** ******
    • Initial Complaint

      Date:08/09/2022

      Type:Product 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 went in the store. Purchased a pair of sunglasses and they said they would be delivered in 2-3 days. I called 3 days later they said they canceled the order. Didnt tell me why. I said than refund my debit card immediately. They have not. I also used a $50 Macy's gift card. They said i have to come back to the store to get that. I told them im not interested in spending my free time and my gas money driving all the way back there for their mistake. They basically told me to bad. They wont call me. They have not refunded my debit card. Im about to contact the police and report theft and fraud. They didn't even have the decentcy to call me to tell me they canceled my order. I had to spend 2 hours trying to get them on the phone. They are fraud.

      Business Response

      Date: 08/16/2022

      Dear *** *****, 

      We are in receipt of BBB Complaint #
      ********. We have spoken to the referenced customer and have resolved all
      matters as expressed in the complaint. Based on this, we consider the matter
      closed satisfactorily. Thank you.

      Customer Answer

      Date: 08/16/2022

      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. 





      Regards,





      **** *****



    • Initial Complaint

      Date:08/09/2022

      Type:Product 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.
      Hello I am writing about an order that I placed with Bloomindales.com, My order # is ********1. I purchase a few items with this order including a ***** ICON Synthetic Corundum Ring which was a gift. a week after giving the ring as a gift, my husband noticed a small chip in the ring and I contacted Bloomingdales and was advised to return it, so I did along with Laundry by ****** ***** Cowlneck Midi Dress using the merchants UPS prepaid return label. The tracking number ******************. The package was delivered back to Bloomingdales on July 26, 2022 and on July 28, 2022 I received a refund for the ****** ***** Cowlneck Midi Dress in the amount of $50.40 but the ***** ICON Synthetic Corundum Ring has not been refunded. Both items were in the same packaging and I keep getting told to wait for the refund. We are now 15 days after my items were delivered back to the merchant and my refund of $ 746.38 has yet to be refunded.

      Business Response

      Date: 08/12/2022

      We are in receipt of BBB Complaint # ********. We have
      communicated with the referenced customer regarding credit to her account for the ***** 18K White Gold
      ICON Synthetic Ring she returned. We have confirmed with the customer that credit will be posted to her account for the return. Detailed attached. Based on this, we consider the matter closed
      satisfactorily. Thank you

      Customer Answer

      Date: 08/12/2022

      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.  A credit has been issued back to my credit card and I am happy with the prompt nature this was handled.



      Regards,



      ** ***********
    • Initial Complaint

      Date:08/09/2022

      Type:Product 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.
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      The business failed to respond to the dispute.
      Unpursuable:
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      I have a Macys charge and have had one for years. I ordered a pr of Capri pants on 6/17/22. ( Order # **********)They were too large so I sent them back as directed to a UPS store. I received an email on 6/25/22 from Macys that they received my return and it said the return would be processed in 3 to 5 days after which I would be refunded the $36.74. It said it would be refunded to my credit card ending in 8073. ( my balance from May was zero and this is the only order I placed since then) I have called three times since and on the first call I was told no, the refund would be done on the end of the billing cycle which is July 25th. Not as per their email. On July 27th I called and was told my account balance is Zero. I said, no my account balance should be negative $36.74 as I have a credit for that amount. We went round and round and she kept saying my account balance was zero. I called again today because I went to order two tops and when I went to check out, it said I owed the whole amount without subtracting my refund amount of $36.74, so I canceled the order. I called today and asked how I go about accessing my refund of $36.74 and was told the same run around about my account balance was zero and no information on how I was to access my refund amount. Apparently the policy at Macys is if you send an item back, they keep the item and the refund they owe you. I am 74 and have never had this happen with any other store I have had credit cards with. To me it borders on fraud. I have all my emails from them stating I would be refunded the $36.74 but this has been going on since June 22nd when they emailed me they had received my return. I’d appreciate your assistance to resolve this.
      Thank you

      Business Response

      Date: 08/19/2022



      August 18, 2022


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

      Re:  Better Business Bureau complaint # ********
              Macy’s account ending in ****

      Contact Date(s) With Customer:  8-15-2022

      Complaint Summary:  

      The customer states that Macy’s she made a return and never got the credit and customer service continues to tell her she has a zero balance – she believes she should have a credit balance on the account that we owe her.      

      Resolution:  

      I spoke with the customer on August 15, 2022, to discuss her concerns.  I advised ***** that she made a purchase for capri pants for $36.74 on 6-17-2022, and the charge was placed onto her account.  On 6-25-2022, ***** returned them and was given a full refund of $36.74.  No payments were made and there were no purchase or returns before or after this purchase and return.  I explained there is no credit balance.  The customer continued that when she shops at other retailers and returns an item(s) she gets a refund.  The customer received a full refund for the purchase and the account has a zero balance.

      Resolved. 

      Donna S****
      Macy’s Executive Office
      ###-###-####

      cc: **** *****
            Better Business Bureau


      Customer Answer

      Date: 08/23/2022

      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. 



      Regards,



      ***** ******

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