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

Customer Complaints Summary

5,289 total complaints in the last 3 years.
1,497 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: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.
I purchased a dress in April. I didn't end up using it till now and when I went to try it on it seemed to be too big. Turns out they sent me the wrong size, ordered an 8, got a 10. I called in to tell them about this for a refund and they told me that I only have 30 days to notify them of any issues. How is that even possible when you have 90 days to return. The last reviewer was right, Bloomingdales has multiple different return policies because they don't properly update their site and many of the reps will tell you incorrect things/different policies. This thing is just a bit outside of the 90 days and I would not even have to return it at all if they had sent me the right item. This is Bloomingdales error and I just want to send my item back and be refunded to original form of payment.
Business Response
Date: 08/19/2022
We are in receipt of BBB Complaint #********. We have
resolved 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: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.
We purchased a mattress in Oct 2021 which has been deemed defective. Purchased a new mattress and refund initiated and we were told it would take 7-10 bus days to refund after returned to warehouse. Replacement/return was done on 6-23-22. To date we have not received our refund of $977.80 which is a significant amount of money. The replacement mattress was $1,800.00 and they took our money right away.. I have been dealing with Jill N** from the corporate customer service division. She has been helpful but has not been able to get a resolution for us.
Business Response
Date: 08/15/2022
Dear *** ***** *******,

We're writing to acknowledge receipt of the communication you recently addressed to Macy's Executive
Office. Thank you for taking the time to bring your concerns to our attention. We sincerely apologize for
the inconvenience you may have experienced. We value feedback from our customers, such as yours. It
allows us the opportunity to look at our policies, procedures and services and make changes that will
continue to improve our quality of customer service. Our goal is to provide every customer with top quality
merchandise and service, and we regret having disappointed you.

After reviewing the sales checks and returns I can only see the tax, as you stated being refunded. Today I
requested the refund for the boxes on s/c ******** in the amount of $360.44, this will post to the original
credit card used within 7 business days. I was not clear as to if these were still being used or returned. At
this point that was not an issues and I did not want to delay the resolve.

I also submitted a form to credit the mattress amount of $1086.56, I can see where the sales tax was
credited. Unfortunately I need to wait until Monday to partner with billing and adjustments. Monday they
we be able to see the request and work with me to resolve so we can finally get you your refund.

If I am missing anything please reply to this email. Otherwise you will hear from me Monday as to when
you will see the final credit for the mattress. Email is the best way to reach me, although if you would like
to speak with me just send a time you can be reached. I will be happy to call.

Sincerely,

Sharon W*****
Liaison, Omnichannel Executive Office| Macy's, Inc.
9111 DUKE BLVD | MASON, OH 45040
Office: ###-###-#### Fax: ###-###-####
Initial Complaint
Date:08/09/2022
Type:Service or Repair 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 bought worrynomore plan from Macy's for my sofa. It was a 5 year protection plan and I was told that to file a claim after 5 years to apply for a refund from the sales. I filed a request 5 month after the end of protection plan. Macy's asked me to wait for 1 months to get the refund. Two months passed and I was not updated on any progress. So I called the support and they asked me to call a different number to get a coordinator to look at it. Then the coordinator thought it might be because 5 months is greater than 90 days ( I wasn't told there is a 90 days time window and think about it 90 days doesn't make sense as well for a 5 year wait time)and gave me another number which is the original number I called. Each of these calls took hours to get connected and the transfer would take another 30 minutes at least. Now, I don't know which number to call and the issue is still outstanding.

I have been shopping with Macy's for years and hope this issue get solved.
Business Response
Date: 08/15/2022
We
are in receipt of claim ** ******** concerning the consumer's WorryNoMore Great
Give Back voucher request. To resolve this matter, we have submitted a refund
request for the WorryNoMore fee added to the original purchase. Please allow 10-14 business days for
processing and an additional 7-10 business days to receive the refund check
totaling $248.00.

Thanks,

Macy's Executive Office
Initial Complaint
Date:08/09/2022
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.
no more ordering macys in hopsital just noticed that i have 4 charges from aug 6 same amount on card ending **** its either fraud or a mistake please refund at least two and explain i m done here. all under ******************** want to know what happened did not spend same amount three times same day
Business Response
Date: 08/12/2022
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.
Customer Answer
Date: 08/12/2022
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.
they can determine matter as closed but i need mailing label first so i will consider it closed at that imte.
Regards,

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

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
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.
yes someone got into my account yes all ok

Regards,

*** *********
Initial Complaint
Date:08/08/2022
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.
I purchased a ********* Silhouette 17 21" Carry-on Expandable Hardside Spinner and a ********* Silhouette 17 29" Check-in Expandable Hardside Spinner from Macy's.com on July 8, 2022. Total purchase was $588.86. The luggage was delivered on Tuesday, July 12, 2022 to my home in the morning. Upon arriving home after work, I opened the door to retrieve my package and immediately noticed that the box was damaged - there was a sizable hole at the top. I also noticed the bags had not been properly prepared for shipment, as the luggage was not in plastic and shipped without padding or protective peanuts. I left the item outside and immediately called Macy's. Initially, Macy's did not want to provide a return shipping label, but did so the next day. UPS shipped the return box back to Macy's, which Macy's received on July 16, 2022. Macy's only issued a partial refund for $337.74 and ha refused to issue the remaining balance of $251.12, stating they only received a partial return. I informed Macy's multiple times there was only one box and it appeared that the smaller bag was packed inside the larger bag, hence the one box delivery and one box return. Since there wasn't any packing materials, the box was extremely light weight, hence the damage to the box. The weight of the 21" carry-on bag is 8.3 lbs. The weight of the 29" check-in bag is 13.1 lbs. Total weight of the package returned to UPS was 25.3 lbs proving my theory of both items in one box. Macy's has still refused to issue my refund. Prior to discovering the partial refund, I re-ordered the 21" carry-on from Macy's but re-ordered the 29" check-in bag directly from *********. Both were delivered in original plastic bags and packing materials. Macy's owes me the $251.12 as of July 16, 2022. This should include interest that I've had to pay for their horrible customer service.
Business Response
Date: 08/15/2022
Dear *** *****,

We are in receipt of BBB complaint # ********. After numerous attempts by phone and email, we have not had any contact with the referenced customer nor can we take any action. I have provided my contact information should the customer call back. Based on this, we consider the matter closed. Thank you.
Customer Answer
Date: 08/18/2022
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,

***** ******

1. I received ONE (1) email from Sharlita H*******
2. I do not have ANY voice mail messages from Macy's
3. I have replied to Sharlita's email
4. You have until Tuesday, August 23rd to issue a refund PLUS interest as I had to pay for an item that doesn't exist
5. Macy's has until 3:00 p.m., Wednesday, August 24th to issue the monies requested or it becomes a matter of ****** County Justice Court, ******** **
Business Response
Date: 08/30/2022
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.
Initial Complaint
Date:08/08/2022
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 received a damaged item on on 8/5. I reported this to Macy's with a photo of the damage and have made multiple attempts to receive correct information on how to return this and have spoken with the following employees: Sudhanshu K, Divyanshu G, Anamika S, Bhagwan S, and Reena S. All agreed I was eligible for a return and that I should receive a UPS label with a pickup. I asked 3 times when the pick up would occur and if I needed to print out the label I was emailed and would receive a long-winded reply of how valued I was a customer that did not answer my question. I was told with the 4th reply that the driver would have the label but not when the pick up would occur. I'm trying to fix Macy's mistake here so I can exchange and cannot sit around all day waiting for UPS. UPS did show up on 8/7 but had two labels for the one return. I emailed again to see which label to use and to insist that the UPS driver come on 8/10 only (as I have back-to-back work commitments on every day this week). Jaismeen K**** replied that she could not help me and I needed to call due to "Limited access on email." And then said to call or email for assistance. So I replied again and am waiting for someone else to waste my time. I don't have time to wait on hold. It would probably be faster to go to a store; however, the closest Macy's is two buses away in the suburbs, which would be about 5 hour round trip, and I don't think that I can carry the damaged item (it's solid cast iron) to the the bus stop. I just want someone to tell me which label to use and to confirm the UPS pick up on 8/10.
Business Response
Date: 08/15/2022
Dear *** *****,

We are in receipt of BBB complaint number ********. After reviewing the order information I have processed a refund and an accommodation order. I have advised the customer and will remain available should anything further be needed. Based on this we are considering this matter closed. Thank you.
Regards,
Theresa S******
Liaison, Omnichannel Executive Office | Macy's,
Inc.
9111 DUKE BLVD | MASON, OH 45040
Office: ###-###-####
Customer Answer
Date: 08/18/2022
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.
1.) I only received a partial refund and the email regarding this stated that I needed to return the original damaged item by 9/12 or I will be recharged in full. (The second damaged item was already returned and confirmed as received by Macy's.) There is no return label nor return package pickup information included. Additionally, if I'm to return the damaged item, I would want a full refund.
2.) I did not receive a replacement item. I have no packages currently in process per my USPS, UPS, nor FedEx accounts--these would alert me when a label made for my address.
Regards,

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

Business Response
Date: 09/29/2022
Dear
*** *****,

We
are in receipt of BBB complaint number ********. After reviewing the order
information I have processed a refund and an accommodation order. I have
advised the customer and will remain available should anything further be
needed. Based on this we are considering this matter closed. Thank you.
Regards,
Theresa S******
Liaison, Omnichannel Executive Office | Macy's,
Inc.
9111 DUKE BLVD | MASON, OH 45040
Office: ###-###-####
Initial Complaint
Date:08/08/2022
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.
Purchased shoes 6/24 only worn 2x and when I started to pack for work trip a week earlier, I saw they were coming apart so I called customer service told to call store. Called store but could never get anyone. On my way out of town for work I went to store; however I forgot the shoes but spoke with associate in shoe department who called manager and explained my situation. Manager said okay to bring back and I confirmed that I no longer had the box and worn. Manager said yes I could bring back for refund. I had associate let manager know that it would be a week or so before I could come back with shoes because I was going out of town for work. Manager said fine. I asked associate for managers name. I opened a note in my phone and wrote it down(Keisha). Didn’t notate associate name since I had managers. Went to the store and asked for Keisha who indicated she didn’t know what I was talking about and she couldn’t take shoes back because of manufacturing defect. She gave me an email address for style and co boutique. I again said that I don’t bring back shoes that I have worn but considering it was a little before 30 days when I called but a few days after 30 before I made it to store something should be done. Again no. I said thank you and left. I am having a hard time getting a working number for corporate so I am filing complaint here. I want my refund for shoes. Pictures are attached. In addition, I went to style and co boutique the shoes on that site does not match so I will she googled it and gave me bogus email. I did find the correct site for style and co.
Business Response
Date: 08/12/2022
We are in receipt of BBB ID ********. We have contacted the customer and the store involved. The store has contacted the customer and addressed the issue to resolution. We are closing the issue.
Customer Answer
Date: 08/13/2022
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:08/08/2022
Type:Customer Service 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 have been unable to update the old phone number on my macys.com account with that of my current phone number for over a year now, and Macys customer service has not responded to my many sent emails to report such issue; and therefore I strongly believe that they are the ones intentionally subjecting me to compromise identity by disabling my ability to be able to update my personal information with that of current personal information. As an identity theft victim and given similar experiences, I am aware of such tactic by the identity thief perpetrator who will hack into my accounts and use old personal information of mine to maintain my accounts, to compromise it as an identity theft. The phone number on my Macys.com rewards account is not up to date and I have tried to update it however each time I attempt to, I get a bogus error notice alleging that I am unable to update my personal information at this time; and therefore my account is still retaining old personal information on my behalf, which is the work of an identity thief perpetrator.
Business Response
Date: 08/15/2022
Dear
Ms. Geers,

We
are in receipt of BBB complaint #******** for **** ******* *******. We have
spoken to the referenced customer and have reviewed all matters as expressed in
the complaint. After confirming with our internal teams, we are working to make sure the customer can update her profile information. We had also offered to update the
customer's information for her, but the customer has declined. Based on this, we
consider this matter closed. Thank you.
Customer Answer
Date: 08/15/2022
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, because I AM STILL UNABLE TO UPDATE MY PHONE NUMBER; AN OLD PHONE IS STILL SHOWING UP ON MY MACY ORDERING ACCOUNT UNDER PROFILE.
See attached screenshot where I am still receiving an error message when I attempted to update my phone number, again.
Regards,

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

Business Response
Date: 08/22/2022
Dear *** *****,

We are in receipt of the rebuttal for BBB complaint# 17678413 for **** ******* *******. We have spoken to the referenced customer and have resolved all matters as expressed in the complaint. Based on this, we consider this matter closed. Thank you.
Customer Answer
Date: 08/23/2022
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: Issues has not been resolved and any further communication from the alleged Macy's representative should be done in writing via email to avoid this rouge falsification or alleged resolution.

Regards,

******* *******
Business Response
Date: 08/24/2022
Dear *** *****,

We are in receipt of the rebuttal to Better Business Bureau Complaint #******** for **** ******* *******. We have spoken to the referenced customer and have reviewed all matters as detailed in the complaint. We originally tried to provide the customer assistance with her online profile through multiple methods, but the customer declined our offers. The customer has now informed us that she has requested her online profile be deleted. We have complied with this request and provided the customer with email confirmations as she has requested. There is nothing further for us to do regarding her online profile once it has been submitted for deletion per her request. Again, *** ***** we believe our actions are more than equitable and we consider this matter closed. Thank you.

Customer Answer
Date: 08/25/2022
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:
My Macy's profile account has still not been deleted and or closed as requested. Please email me confirmation that my Macy's profile account has in-fact been closed and or deleted.

Regards,

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

Business Response
Date: 09/06/2022
Hello *** *****,

We are in receipt of the rebuttal for BBB complaint #******** for **** ******* *******. We have communicated with the customer by email as requested and have removed her profile from our site. At this time, we consider this matter closed. Thank you.
Customer Answer
Date: 09/07/2022
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 because: I attempted to verify that my Macys account has in-fact been deleted, by singing into my Macy's account, and an error message displayed stating that I didn't have the right credentials. Not sure if that's the error message that I am suppose to receive when an account gets deleted, but I will settle with that since I no longer see any of my personal information on the Macy's website online under consumer account at www.macys.com.

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

Regards,

******* *******
Initial Complaint
Date:08/08/2022
Type:Delivery 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.
My name is ****** *******. I ordered a queen size platform bed from the Macy's website in June of 2022. I received communications that my bed was sent/shipped to the warehouse. May scheduled delivery date given was August 4, 2022. I did not receive a time of delivery but was told, I would receive a call with the time of delivery. Nonetheless, the 4th is here and the bed I ordered wasn't delivered. No one called me from Macys to make me aware that something was wrong with the credit card I used to purchase the bed. I had to contact Macys, all to find out my bed wouldn't be delivered today. Now..I have no bed and was told by a supervisor my bed would be delivered on 8/20/2022. This is unacceptable!!!

I find this an inconvenience to me. A representative from Macy's should have called me to advise there was an issue with my credit card. I was not given any discounts to account for Macy's error in not contacting me about the issue. I am requesting a call from someone higher up in the company and I expect a sooner delivery date. Also, I should be discounted for the inconvenience to me.

I did receive a reply from Macy's apologizing and stating I would be credited $50.

Thank you for your reply. As of yesterday I never heard back from the supervisor I spoke with on 8/4. I was told the warehouse would be emailed to see if my delivery could be sooner than 8/20. I called customer service all to find out I had been lied to and that my merchandise had not left the warehouse in New Jersey.
It's ironic to me, because in order to set a delivery date the merchandise had already been ship from the warehouse and received to be delivered on 8/4. I would think that at minimum I would receive 50% off of my purchase because of the lies and being told incorrect information and due to the staff not returning my call as promised. No follow-up with the customer is bad business and customer service practices.

I will never purchase anything of this sort from Macys again.
Business Response
Date: 08/10/2022
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.
Customer Answer
Date: 08/10/2022
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:08/08/2022
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 was sent the wrong pillow and I just realized when I was cleaning the cover. It went unnoticed because this is a guest room pillow. I paid for a down pillow and was sent a much cheaper alternative. I want a refund or the correct item.
Business Response
Date: 08/12/2022
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.

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Macy's is NOT a BBB Accredited Business.