Business Profile

Department Stores

Macy's

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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:08/07/2022
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.
On July 21, 2021, we purchased a sectional sofa from the Macy's Home Store at the ********** **** Mall, **** * ***** **, ********** ** ***** (salescheck # ********). The purchase included a 1y manufacturer's warranty. On July 18, 2022, we reported to Macy's that one of our sofa cushion covers had begun to separate at the seams, among other defects. On August 5, 2022, a Macy's agent inspected the defective cover and determined that the defects warranted a free replacement by Macy's. On August 6, 2022, however, Macy's purported to us that the cover was actually not eligible for a warranty replacement because the product inspection order was not placed by Macy's to its agent until after the 1y warranty period. This conclusion is patently contrary to the terms of the purchased warranty and all applicable law.
Business Response
Date: 08/12/2022
Dear ****** *******:

I am writing you on the behalf of the Macy's regarding your sales check# ********. We are reviewing your complaint, we will reach out to the customer Monday August 15th, 2022 to discuss available options. We look forward to hearing from you soon.

Regards,

Dakota B*****
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.
REASON: Business did not call me on August 15, 2022 as promised; indeed, it has not called me since I filed the complaint.

Regards,

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

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

I am writing you on the behalf of the MACYS Inc /
Bloomingdales Executive Office regarding your recent email to our Board of
Directors. I am truly sorry for the inconvenience you have experienced, I will
be more than happy to resolve your matter. I will review the chats that took
place and ensure the proper coaching is sent back to the agents you were
speaking with. Also, I can take a deeper look into the delay of your order, may
I have this order number please? The level of service you described is not what
we strive to provide and certainly not reflective of our brand values. We thank
you for your feedback and allowing me to resolve your matter, please let me
know if you have any questions or concerns. I look forward to hearing from you
soon, I hope you have a good day.

Regards,

Dakota B*****
Customer Answer
Date: 08/26/2022
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:08/06/2022
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 this order and received an email saying Bloomingdales received it. I’d like a full refund to be issued
Business Response
Date: 08/11/2022
Dear *** ******

We are in receipt of Better Business Bureau Complaint ID ********.
We have resolved all matters as expressed in the
complaint. Based on this, we consider the matter closed. Thank you.
Alyssa J*****
Liaison, Omnichannel Executive
Office | Macy's, Inc. | Macy's, Inc.
9111 Duke Blvd | Mason, OH 45040
Office: ###-###-#### Fax:
###-###-####
Initial Complaint
Date:08/06/2022
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.
Applied for a credit card from Macy department store. After awhile I decided to pay them what they said I owed them on my last billing statement. Which reflected the last items purchased in full. I also request that they close the account. Then I received another bill saying that I owed $67.00. Which I thought I gave them all I owed. Then I kept receiving phone calls from a ###-###-####. This number would call my phone and hang up when I answer the phone. With so many scams out I thought it was a prank. It was ******** calling on behalf of my Macy bill. A bill that was &67,00 left on a closed account that they were adding late fees of $50.00 a month to and now wants me to give them $200.00 dollars to settle a closed account. Not to mention the hang up calls that have been going on every sense I disputed the charges. Please advise.
Business Response
Date: 08/19/2022
August 19, 2022

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

RE: Better Business Bureau ID #********
Macy’s Account ending in **** (closed)

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. (****).

You stated in your complaint, you paid the last purchase you made in full. However, our review of your account
confirmed the monthly billing statement with a payment due date of January 21, 2022, had a balance of $158.52 with a
required minimum payment of $29.00, for which no payment was received. The monthly billing statement with a
payment due date of February 21, 2022, had a balance of $191.06 with a required minimum payment of $63.54 for which
no payment was received. The monthly billing statement with a payment due date of March 21, 2022, had a balance of
$234.78 with a required minimum payment of $110.26. Although a payment in the amount of $200.00 was applied to the
account a balance of $36.95 remained owing on the account. Therefore, the monthly billing statement with a payment due
date of April 21, 2022, had a balance of $36.95 with a required minimum payment of $29.00 for which no payment was
received. As of the date of this letter no other payments have been received on this account. Our research confirmed the
above-mentioned billing statements were mailed to the address on file for your account, which matches the address you
provided in your complaint. We have no record of the United States Postal Service returning the statements to us as
undeliverable.

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 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.

When an account becomes past due it is not uncommon for our Collections Department to attempt to reach you by phone
to discuss the accounts status. 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. Due to privacy considerations, we do not leave voicemail messages for our customers when we are unable to
reach them. Our records show that the calls you were receiving were to notify you that the above referenced Macy’s
account was past due. We also attempted to contact you by sending a letter dated July 27, 2022, requesting that you call
to discuss your past due Macy’s account. Further research confirms, you spoke with a Collections representative on July
25, 2022, and requested to have your account closed. However, your account had an outstanding balance and was
seriously delinquent prior to your request.

Please know, when our system calls a telephone number, there may be a slight delay when you answer the phone and the
call is transferred to a representative, it may appear as if there is no one on the line when the phone call is answered. We
apologize for any frustration this matter may have caused. Please be assured that our collection practices and policies are
in compliance with all applicable laws and regulations.

We are unable to change the information submitted to the major credit-reporting agencies, as it accurately reflects your
payment history. Under the Fair Credit Reporting Act, we are obligated to report payment history based on factual
account data. Because you disagree with the information we have reported, on August 17, 2022, we requested the
reporting agencies to add a note to your credit profile stating that the information is “disputed by the consumer". Should
you wish to have the “disputed by the consumer” note removed from your credit profile, it will be necessary for you to
contact us at the address listed above.

Per your request a cease and desist to stop communication has been requested on August 18, 2022.

Please feel free to contact our Client Focus Team at ###-###-#### should you have any additional questions or concerns
regarding your account and/or should you want to discuss payment options that may be available to you.

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:08/06/2022
Type:Customer Service 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.
Called Macys credit card last week as I changed my official name, spoke to a guy called Rye, who confirmed that my old cx would still be working till he sent me out a new one, I informed him that the exp and cvv number plus the will change , but he assure me that the card would be operational till I receive my new card, did not re rice the card, and when I called them today 5 times already , the lady said that there was no card ever sent out and tge earlier card that I had was blocked on speaking to her supervisor, Carey she informed me that the card was already sent out and she had a tracking number for the same, then all of a sudden the call was disconnected or dropped and I recalled in and spoke to a gentleman called mark , who too said that there was no card being sent out , I explained to him that his supervisor had just confirmed the same and if he could please transfer the call to a supervisor, have been waiting for the last half hour, ( apparently for being a preferred platinum card holder i would be getting preferred service asap. Now my old card is blocked, don’t know who is lying the associates or the supervisor, cause each one says something different, I explained that I need the card asap as we are Zoroastrian and prayers for our dead family members begin today, for the next 10 days where we offer flowers food and water, I don’t have a card to purchase the items, I need the card asap as my mum passed away last year and I need to do the offerings. Please do request them not to outsource to the Philippines, because they are just not able to help us, and mark just informed me that his supervisor just informed him that no card was sent out, when I asked to speak to the supervisor, the mark did not want to escalate it and thus refused to transfer the call to a supervisor I am fed up with Macy's ******** ******* card, I would like to use them for sending my info to the consumer dept, I have always made payments a month in advance, so they don't have ant right
Business Response
Date: 08/25/2022
August 25, 2022

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

RE: Better Business Bureau complaint ********
Macy’s ******** ******* account ending in ****
Macy’s ******** ******* account ending in **** (Lost/Stolen)
Macy’s ******** ******* account ending in **** (Lost/Stolen)

Dear ******** *****:

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

Thank you for being a Platinum cardholder. We appreciate your loyalty and patronage. I had hoped to
speak to you personally regarding your concerns, however, I was unable to reach you by telephone. Also,
when I called you on August 23, 2022, I was unable to leave you a voice mail message because your
mailbox was full.

Our records show that you contacted the Customer Service Department on August 1, 2022, to request
your name be updated on your Macy’s ******** ******* account and to have a new credit card sent
showing your new name. During this call, the agent informed you that your existing credit card would be
valid until you received the new card. A request for a new credit card was processed and the credit card
was assigned a tracking number. However, later that day, the Consumer Protection Department placed a
code on the account that caused the credit card not to be issued.

On August 6, 2022, we show that you contacted Customer Service several times. Your complaint states
that on this day a supervisor advised you that a credit card had already been sent to you. We were unable
to confirm this. During one of the calls you placed on this day, you reported several transactions as
fraudulent. This resulted in your Macy’s ******** ******* account ending in **** being reported
Lost/Stolen. A replacement Macy’s ******** ******* account ending in **** was created for you. On
August 7, 2022, a new credit card was requested for you, and was mailed to you on August 8, 2022. On
August 9, 2022, after receiving this credit card, you called and advised the agent that you received the
card requested, but the credit card number was too difficult for you to remember, and that you needed
another new credit card. This account was also reported Lost/Stolen. And another replacement Macy’s
******** ******* account ending in **** was created for you. This card was mailed to you on August
10, 2022. This is the account that you should be using. This credit card is active and ready for you to
use. Please destroy the other cards you received as they are no longer valid.
Our records show that in addition to requesting easy credit card numbers to remember you also advised
agents on August 6, August 7, and August 9, 2022, that your previous credit cards had been
compromised. Each time an account is reported as compromised, reported Lost/Stolen, or a new account
is needed, the account is prohibited from use, and an entirely new card number is created and a new card
is issued.

Please know going forward, our employees do not have the ability the request an easy credit card number
for you to remember or to manually customize a certain account number. The credit card numbers are
system generated.

If you have recurring or automatic payments set up to be paid with your Macy’s ******** *******, it will
be necessary for you to update the card number the merchant has on file to the Macy’s ******** *******
account ending in ****.

In your complaint you state that while speaking to an agent named Mark, that the agent refused to transfer
you to a supervisor. Our records show that Mark transferred you to a supervisor named Chris.

It is never our intention to disappoint our customers, but rather to provide the best possible customer
service. Although we do not like to hear that we did not meet your expectations, your comments are
important to us, as they provide us an opportunity to follow up with the appropriate action. Feedback has
been provided to the proper members of management regarding your experience.

If I may be of assistance on another matter, please do not hesitate to contact me at the telephone number
listed below.

Sincerely,

Cheryl R****
Macy's Executive Office
Tollfree: ###-###-####
Direct line: ###-###-####

Cc: Better Business Bureau
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.

Regards,

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

Dear Cheryl, first and foremost thank you for reaching out to me. Ma’am the reason I had requested an easy number is that I am legally blind in one eye. I got an even difficult number. The last time when I had fraud on my card for 3000 dollars, I was in ******** and about to board a plane to come to the US. On speaking with the agent I requested him to pls send me an easy number, as I am legally blind in the left rye. The person I don't know did what, but I got an extremely easy number. This time I was on the call with you guys for over 5 hours, the first call I made, had the associate and her supervisor who were extremely well informed, then I got transferred from one agent to another and the next supervisor I spoke to, denied having any card sent out with ant tracking number ( they was because she did not bother reading the notes, which specifically stated so ) after about 45 minutes she then admits saying yes one was sent out but it was canceled, no one had the decency to inform me what the reason was, then spoke to a really sensible manager who went thru each transaction. After that I was transferred again for rendering the card, I spoke to a guy and informed him that one transaction which I thought was a fraud from instacart ( and declined) was legit as my husband had tried to order something. I still didn't know if it has been mentioned in the notes. The card came in with a difficult number and I especially told the lady please don't report it as lost or stolen as that is untrue, and she can report it as a card not received, but li behold she reported it as lost and stolen, and the next card I git es even worse. I am really fed up with your customer service guys, the guy on the first day ( when I had called in and requested for a name change ) kept me on his for one and a half hours, refusing to escalate it to a supervisor, saying that they were all busy, called from another phone and that associate immediately transferred the call to a supervisor, the next day I called and asked if a Tap card was sent out and that supervisor assured me that a Tap card has been sent out, No Tap card was sent out at all, thus please hear all the recordings for each and every thing that I have mentioned, so that you have a better understanding of what one is going through at the hands of your associates. Cheryl May I please request you to send me out a card with an easy number cause this one is worse than the earlier card sent out , also if you can please send me a new TAP card out. I think your associates need to be coached, and guided cause they are extremely rude , and they need to be taught some ways of how to respect a client. So please do let me know if you are able to send me out a New Tap Card( as I am legally blind in the left eye).

FYI - The reason I wanted the card asap was because we are ************* and we had our ****** from the 6th to the 15th, and 16th being our new YeAr , I needed to buy flowers and fruits as offerings as it was my mums first death anniversary, Sadly not one of your associates even bothered to acknowledge or understand the situation. Also please have a look at my account, I pay a month in advance at each time, and am never ever late for any payments So all of these instances have left me with a very bitter taste.

Regards
****
Sent from my ******
Business Response
Date: 08/31/2022
August 30, 2022

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

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

Dear ******** *****:

We are in receipt of your additional comments filed with the Better Business Bureau, which were 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 ********, N.A. (****)

We regret that you continue to have concerns regarding the above referenced Macy’s ******** *******
account. Our records indicate that your concerns regarding this matter were previously addressed in response
letter dated August 25, 2022, (copy attached).

As stated in our previous response letter, credit card numbers are system generated. All ******** *******
account numbers are fifteen digits. If in the past you received an easy to remember card number, it was
coincidental that it was easy to remember, not because a Macy’s employee generated an easy to remember
number for you.

Because the system generates the credit card numbers, we have no way to know what combination of numbers
will be generated. It is possible any number generated could be more difficult to remember than the one you
currently have. I regret that we cannot accommodate your request to send you a credit card with an easy to
remember number or to send it as a fast card.

Please be assured we provided feedback for coaching purposes to the proper members of management regarding
your service experiences.

If I may be of assistance on another matter, please do not hesitate to contact me at the telephone number listed
below.

Sincerely,

Cheryl R****
Macy's Executive Office
Tollfree: ###-###-####
Direct line: ###-###-####

Attachment

Cc: Better Business Bureau
Customer Answer
Date: 09/13/2022
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,

******** ******
*** **** *****, ma’am there has been no resolution offered by Macy's, so closing the complaint is probably not the right thing to do. Today I used my card and it was declined once then it got approved, then it got declined 2 other times, causing me a lot of embarrassment, I immediately messaged Cheryl R**** and called their cx number too, Stacey asked me if I had received a letter, and then said I should keep my phone line free as someone would call me back for verification, when no one did call, I called back and spoke to Scott, who also refused to give me any info as to why my card was declined. In fact, I am one of those types of people who like to pay up the bill a month or two in advance. Will post a screenshot of both the payments made, If Macy's agent has been forbidden, from giving me any info, and are out to humiliate a client for being honest and complaining against them, I think Bbb should take a very strong and hard decision against them. I asked them multiple times why was my card declined, but no one had the courtesy to give me an explanation. As Cheryl R**** had said that she is going to be managing my account, I called her and left her a message and emailed her too, I write this to you aS I have yet not received any email, from Cheryl. I was asked to keep the phone clear for verification, no one bothered calling me, and when I called in again, I was asked to wait for a letter or a call, CAN SOMEONE PLEASE EXPLAIN IT TO ME, WHAT EXACTLY THAT MEANS) here I was just thinking of letting things go, and Macy's has just made it worse for me, by embarrassing me in front of people BOT ONCE, IR TWICE, BUT THREE TIMES IN A DAY. I AM QUITE SURE THAT ONE WOULD NOT AND SHOULD NOT BE EMBARRASSED AND HUMILIATED IN FRONT OF MULTIPLE shoppers, AND I WONDER IF THIS WHAT ONE HAS TO FACE FOR BEING HONEST AND PAY FOR COMPLAINING AGAINST MACYS.
FYI - PLEASE check the other payments that I have made too.

Customer Answer
Date: 09/14/2022

It is very shameful that you treat your customers like this, and if you are from the corporate office and can’t seem to find the answer, it’s even more distasteful, that just goes to show that they don’t even respect you or your seniority if you from the Macys Executive office can’t seem to get an answer, it only leads me to believe it’s a matter of choice, for either helping a customer or not. Yesterday my card was declined at *** ****, all this is because you guys have been complained about, for misbehaving with clients, keeping them on extended holds saying supervisors are busy for hours at an end. Sorry to say, Cheryl, that is why your stores are empty, with no staff to attend to any clients either, I was there on Monday and the store was empty, 2 or 3 staff members on each floor, maybe even lesser. I have started using my other card and you guys are surely pushing clients away, my yearly billing using the Macys Amex was surely over 10k to 15 k for that was the only card I was using to purchase just about anything and everything, and have always paid the payment upfront or on time. I think once many years back I was late in making a payment. At least you guys should have some sort of decent modicum to at least inform the client and not embarrass them in front of other shoppers. How can you justify that embarrassment, please do let me know, and ONCE AGAIN PLEASE DO NOT LET MY CREDIT SCORE BE COMPROMISED BECAUSE of Macy's SHORTCOMINGS, causing any fraud remains on one account for 3 years.
Regards
****
Business Response
Date: 09/28/2022
September 28, 2022

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

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

Dear ******** *****:

We are in receipt of your additional comments filed with the Better Business Bureau which were 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 ********
N.A. (****).

We regret that you continue to have concerns regarding the above referenced Macy’s ******** ******* account. ****
has in place several procedures designed to protect the integrity of customers' accounts. One practice is to place a
temporary restriction on an account when a customer's information cannot be verified. To remove the restriction, a
customer may be prompted to verify additional identity information.

Given the trust our customers place in us and understanding our obligations, we have extensive processes, procedures, and
technologies in place to reduce the chance of identity theft and fraudulent purchases. This protects both customers and
Macy's from fraud. We established several programs to protect the security of your account, including the Fraud Early
Warning (FEW) Program. The program was developed to identify fraud in its earliest stages, protecting you from potential
fraud on your account.

On September 12, 2022, a purchase restriction was placed on your account because additional verification was needed. The
phone number you used to call and inquire about the declined transaction did not match the phone number on your account,
and did not verify to you; therefore, the call back to you could not be completed. Subsequently, on September 13, 2022, a
letter was sent with a contact number to assist you with removing the restriction. Please call the number listed in the letter
and have the reference code available. Until the required verification is completed the security restriction will remain on
the account.

If I may be of assistance on another matter, please do not hesitate to contact me at the telephone number listed below.

Sincerely,

Cheryl R****
Macy's Executive Office
Tollfree: ###-###-####
Direct line: ###-###-####

cc: Better Business Bureau

CR/nm

Customer Answer
Date: 09/28/2022
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,

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

Dear Cheryl I have asked you time and again what the reason was, you have at all times let me know that you had no idea about it. This is 3 weeks back , I have not received any letter. Email from you all, you guys have embarrassed me in front of multiple people and for no rhyme or reason at all, the initial complaint was logged because I went ahead and changed my official name from******** ****** to ******** *****, as we just got our citizenship. Also on the Macys app I have changed my number, so it seems like a lame excuse. So this matter still remains unresolved, infact it has only worsened the situation, because of all the embarrassment I have had to face FOR NO FAULT OF MINE. YOU HAD I FORMED ME THAT UOU WOULD VE MY POUNT OF CONTACT GOING FORWARD, BUT SADLY YOU HAVE FAINED IGNORANCE AT ALL TIMES. UNLESS AND UNTIL THIS HUMILIATION AND EMBARRASSMENT ISSUE IS NOT RESOLVED WE WILL KEEP THE CASE OPEN. SADLY I HAVE MOVED TO USING MY ORHER CARD, AND WILL GO AHEAD AND CANCEL ALL RECURRING TRANSACTIONS TOO. CAUSE U HAVE SUFFERED A LOT OF DISRESPECT, THROUGH YOUR ASSOCIATES, YOURSELF AND FACED EXTREME HUMILIATION IN FRONT OF MULTIPLE PEOPLE AT MULTIPLE STORES. ONE OF TOUR ASSOCIATES ALSO ASKED ME TO KEEP THE PHONE FREE, FOR VERIFICATION BYT NO ONE BOTHERED CALLING , TO VERIFY IF THE TRANSACTIONS WERE LEGIT OR NOT
Hi Cheryl, you have still not got back with me, and informed me, why my card is being declined, if NO ONE COMMUNICATES , how am I supposed to k ow what the issue is also I have made two payments already in September, and it is yet asking me to payment of 1050.37 before 24th sept, can you please clarify this for me. Also if NO ONE FROM YOUR TEAM COMMUNICATES WITH ME ABOUT THE ISSUE HOW AM I SUPPOSED TO KNOW ABOUT IT. I DO NOT HAVE A MAGIC WAND WHICH I CAN WAVE AND KNOW WHATS HAPPENING. Thus if you could please let me know what I am supposed to do, my card got declined at *** **** too , it is really embarrassing for me.
As you can see that I have billed and paid around or more than 20k from the month of May. as I was using it as my primary card. If you guys don’t want me to please grant me the curtesy and inform me about it, I can use my other debit cards, also if you would like me to close down my account with Macys I am fine too. All i ask, is for someone to let me know, what I should be doing. You too said that you were going to find out more and let me know . It’s been 4 days and you have still not communicated, and informed me about anything.

Regards
****

Hello,

My apologies for the delay in responding. On Monday, September 19, 2021, I sent you an email to advise you that I would provide you with an update as soon as I could. A response is forthcoming.

Thank you,

Cheryl R****

From: ******** ****** <******************>
Sent: Wednesday, September 21, 2022 12:15 PM
To: Cheryl R**** <cheryl.r****@macys.com>
Subject: Re: Still awaiting your reply

? EXT MSG:
Cheryl it has been 10 days and I have still not received any reply bank from you
, thus I have gone and removed my Macyscard from all accounts as you guys ha e not been able to assist me in the least.
Sent from my ******

On Sep 19, 2022, at 7:40 AM, Cheryl R**** <cheryl.r****@macys.com> wrote:
?
Good morning. I have been out of the office ill. I just got in this morning. I will update you as quickly as I can.

Customer Answer
Date: 10/21/2022
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,

******** ******
**** if I may ask, what has Macy's done to correct their mistake, that you have gone ahead and closed the complaint Besides letting me know that they have heard the call and spoken to the people in charge, what about the embarrassment I have faced At multiple retail stores, even after all the talking which was done to the associates, I had no one forthcoming to help me understand what the whole issue was about, I had to wait practically 2 months to receive a letter from them, till that time my card was suspended, ( AGAIN FOR WHAT) no one came forward to help, inform or assist me in any way, so on what basis have you closed the complaint. What has Macys done to rectify their mistake . Please do let me know.

Business Response
Date: 10/21/2022

10/17/2022

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

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

RE:
Better Business Bureau
compliant ********

On September 29, 2022, we
received additional comments filed with the Better Business Bureau by
******** ****** ***** (******). As
a liaison of Macy's Executive Office, I was asked to review and
respond on behalf of ********, N. A.

Contact
Date(s) With Customer:

September
29, 2022

October
10, 2022

October
14, 2022

October
17, 2022

Complaint
Summary:

Our
customer is still upset that a purchase restriction remains on the
account. The customer is also asking about her balance due for
September 2022. The customer states she is upset she was told to
keep the phone line open for a call back, which she did not receive.

Resolution:

Providing
short form with resolve as well as copies of three previous response
letters dated August 25, 2022, August 30, 2022, and September 28,2022
to the Better Business Bureau.

The
issue the customer references about being told to keep the phone line
open for a call back was addressed in the response letter sent to the
customer on September 28, 2022. Customer had been informed additional
verification was needed but that the phone number she called from
could not be verified to her, so a verification letter was sent to
the customer containing a verification code. The customer stated she
did not receive the letter. On September 30, 2022, I informed the
customer that I requested the letter that contained the required
verification code to be resent to her. I advised the customer
to allow 10-14 business days to receive it. I advised the customer
she is required to call the telephone number on the letter and
provide the verification code. I explained to the customer we
needed to update the phone number on her account as well as on her
Macys app.

The
customer also mentions that she made two payments in September 2022,
but the system is still asking her for a payment to be paid by
September 24, 2022. On September 27, 2022, the customer was advised
that there was a credit balance on the account, and to call if she
wanted to request a refund, or she could leave the credit on her
account for shopping after she received and provided the verification
code. This complaint was received on September 29, 2022.

I
provided the customer with an explanation as to why her account was
restricted. I explained to the customer that purchases are reviewed
by our Consumer Protection team. I advised the customer that
purchases are reviewed for possible fraud, to protect her account and
Macy’s as well. I advised the customer when a purchase is
reviewed, the account could be restricted at any time for multiple
reasons. I advised the customer some of those reasons can
include, but are not limited to, a purchase that is outside her
regular shopping habits, high risk items such as high end handbags,
gift cards, fine jewelry, previously reported fraud, and reported
multiple lost/stolen accounts. I also advised the customer
there are a multitude of reasons that could trigger a restriction,
these are only a few. I advised the customer many of the fraud
prevention reasons are built into the processes and they are
proprietary. I advised the customer that when the team
places a restriction on the account, we are not always informed why
this occurred, therefore, we may not always be able to provide the
reasons to her. Customer understands.

On
October 12, 2022, the customer called in and provided the
verification code from the verification letter and the purchase
restriction was removed from her account.

On
October 14, 2022, the customer requested copies of her 2022
statements. I advised the customer that the requested statements
will be mailed to her at the address we have on file.

We
are closing this complaint.

Sincerely,

Cheryl
R****

Macy's
Executive Office

Tollfree: ###-###-####

Direct line: ###-###-####

Business Response
Date: 10/28/2022
RE: Better Business Bureau complaint ********

Good morning.

We sincerely appreciate your patronage and thank you for being a Macy’s cardholder and shopper.

We regret that you still have concerns surrounding this issue.

In the email below, I explained the issue was related to Consumer Protection, and we have provided a clear explanation of the process.

Below, I ask for you to be specific as to what you are seeking, and you are asking for research that has already been completed.

A response (attached) was submitted to the Better Business Bureau on October 21, 2022, regarding your additional comments.

This morning when reviewing your account, I found that on October 20, 2022, a return credit for $162.37 posted to the old account ending in **** for $162.37.

I can transfer the credit to your existing account ending in ****, or I can refund it to you.

If you wish for it to be refunded, I can send you a physical check or I can transfer the monies to your personal checking account.

Do you want a refund, or would you like me to transfer the credit to the account ending in ****?

I will request the statements again for you.

Thank you,

Cheryl
Initial Complaint
Date:08/06/2022
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.
This issue is regarding floor damage that occurred during delivery of my couch on 10/2/21. Please find my statement below:
*sectional ordered 7/9/21 *purchased the Ultimate Plan that included "White Glove Delivery." *I vacuumed & mopped the floor right before delivery. *myself, my son, and my boyfriend were home *We stayed in the area during delivery *I directed the team where to place the sectional *I was just a few feet away when I saw them set a leg of the sectional down on my sand-in-place red oak hardwood floors and drag it into place *I was pointed out that they scratched my floor & that the scratch was deep & went through the varnish to the wood *They were defensive *We immediately inspected other sections of the floor & found more scratches that we brought to their attention *A delivery man and myself took pictures & videos of the damage *After they left, I sent a text w/pictures to my salesman, Allan Rose *He told me to call customer service *I immediately called & was shocked they offered me $200 to settle without investigating *I did not feel comfortable with this since my floors are stain-in-place real hardwood *I preferred a hardwood specialist provide an estimate *I was contacted by Michelle B******* of ***** ******** on 10/4/21 *I gave her pictures & a quote *She assured me she would send this info to corporate *I followed up with emails but never heard from Michelle again * finally received a response from Zelykha K******* on 11/2/21 *She told me Michelle was no longer with them *She assured me compensation would be forthcoming*On 11/9/21 Zelykha stated the owner of the delivery company denied the claim and wanted to proceed w/the claim through his insurance *I never heard from his insurance co even though I tried Zelykha several times*Then I tried Macys *They kept telling me someone will contact me but no one does *I contacted Allan on 4/7/22, to ask him for help*He said customer service will send an eform and that they will call me*They never did
Business Response
Date: 08/10/2022
We ae in receipt of BBB ID ********. We have reviewed the issue and sent the customer a settlement contract with the agreed upon amount. Customer has returned the document and we have submitted the request to have a check sent to the customer for the full amount.
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.

Regards,

**** *******
Initial Complaint
Date:08/05/2022
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.
We bought a couch at Macy’s lest week that was supposed to be delivered today. They were supposed to contact us for the delivery time and give us a 4 hour window for the couch (sectional) to arrive. The delivery company called us at 7:35AM to tell us the couch will be there in 3 minutes. We live 30 minutes from the delivery residence and we’re unable to make it. They told us we’d have to reschedule. After numerous attempts and hours on hold punching numbers through menus on the phone I have given up. We spent nearly $2,500 for a couch that we have no easy way to acquire. This level of customer service is remarkably bad and unforgivable.
Business Response
Date: 08/19/2022
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.
Customer Answer
Date: 08/24/2022
Better Business Bureau:

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

Regards,

****** *****
Initial Complaint
Date:08/05/2022
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 did an order they said it was available for same day then they changed it. Then I asked for express delivery because it was for someone’s birthday. I never received it the man said i would get a cash refund being that I myself had to go in and buy it cash. I never received a refund and your customer service always hangs up on me. I will never shop here again and will tell my family and friends. If this doesn’t get resolve I wouldn’t mind taking legal options.
Business Response
Date: 08/08/2022
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 | Bloomingdale's, Inc.
9111 Duke Blvd | Mason, OH 45040
Office: ###-###-####
Initial Complaint
Date:08/04/2022
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.
I ordered a product from Macy's then never received product. They still charged me. I called the 1800 number and asked if they had charged me they said they didn't. I also checked with my bank and they said there wasn't a charge . I requested all my transactions be sent to me and they sent it and I have the charge on my account. I received a provisional credit from my bank only for it to be reversed. They said it had been too long since the charge and I would have to file a report against Macy's. I paid for a product I never received and I need my money back. The reverse provisional credit is attached below .
Business Response
Date: 08/09/2022
Dear ******* ********,

I am writing you on the behalf of the Macy's Executive Office regarding the missing credit. I will be more than happy to take a deeper look into this matter. I have reached out to you via phone and left my contact information and or a good time to reach back to you. I look forward to hearing from you soon! I hope you have a great day.

Regards,

Dakota B*****
Initial Complaint
Date:08/04/2022
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.
Macys Billing are very difficult to sort thru for Credit Returns. I need clarity on some returns, Customer

wasn't able to help .
Business Response
Date: 08/11/2022
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.
Customer Answer
Date: 08/11/2022
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:08/04/2022
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 made a in store purchase in Herald Sq NYC, ref # *********37; at Macy's on 12/7/21 for $151.95, I did not open the bottle until 7/7/22 apparently the perfume is stale. I called Macys to explain my situation, and was told to return the product, Macys email me a returned label ********, Macys received the returned bottle on 7/14/22; (see attached) numerous phone calls to Macys I am unable to get a response as to where this return item is and the status of the refund; that suppose to go directly to my Macys credit card. I keep being told it is being worked on. But I can not get a direct response. They accepted my return perfume which I paid $151.95; but no refund. I will attached all documents regarding this matter. I appreciate you assistance. BETTY GONZALEZ, ###-###-####, *********************. Respectfully submitted,
Business Response
Date: 08/10/2022
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.
9111 Duke
Blvd. | Mason, OH 45040
******* ************ **** ************

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